Virgin Media Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Virgin Media.

Recent Customer Ratings for Virgin Media

  • Satisfaction
    3 stars
  • Customer Service
    2.9 stars
  • Speed
    3.3 stars
  • Reliability
    3.1 stars

Based on 907 customer ratings since 2023-06-17 (Show all time ratings)

Visit Virgin Media   Read our Virgin Media buyers guide

Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

4,691 Customer Reviews over 118 pages

  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Please avoid using them if you can. Their prices are good and you'll be broadly fine as long as you dont need to involve their service (although to be fair i would have low speeds at nights and on Sundays...). I've been having all sorts of issues when moving homes, although I was keeping them as my provider. I thought keeping the same provider would make things easier but it didnt! First they got the date of my move wrong and so they disconnected my line 1 month too early. It took me a week and at least 3 calls to get it back online. One week!! My actual move is taking place tomorrow and they disconnected my line again today. They are now telling me it's their policy to disconnect the line 24hrs in advance. That is bullocks!! How come in 2023 you need that long to activite/deactivate lines?? And even if it were the case, then they should carry the (minimal) cost of having 2 lines up for 1 day just to make sure their clients can use the Internet.
    My decision is made. I'll get my move done but then will terminate my contract within my 14 day cooling off period, just out of principle
  • Reviewer
    Location
    Newcastle
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Wednesday 27th, on text message I change emails passwords and have a message as below....
    "Great! Also we have a great deal for you this is our PH & BB Dual Bundle
    Volt 1GB (500-1GB) Broadband
    Weekend chatter
    for £48 only in 18 months contract
    And 10Gb O2 sim unlimited minutes and txt for £10 only in 18 months contract. you will get a estimated download speed range to your router is between 1,092 and 1140 Mbps and a free Hub 5.This is our Volt package you will also get a free wifi pods.
    The WiFi Pods are clever little devices that plug into any normal three-pin socket in your house. They’ll team up with your Virgin Media Hub to supercharge your WiFi coverage – eliminating blackspots and giving you WiFi, all around your home.
    As part of the Volt package we can offer up to 3 pods at no extra cost! Sounds good right?". ..

    I decide to leave as don't want a O2 sim. SO... Virgin confirm 27th Jan as leaving date -.... they offer me this deal BUT I decline and have also changed my email address and passwords.....THEN..

    Today 30th Dec - I try to go ahead with deal (only Virgin does fibre) but they forgot to change my password and I can't do it on message. I ring up and 45 mins later two Indian speaking English so badly I can't understand them at all. I ask them to set up the correct email so I can do it online and they still have not done it. The worst customer service I have ever experienced and there Fibre broadband is rubbish too.
  • Reviewer
    Location
    Liverpool
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    Since I've got a hub 3 my speeds are fast but connection constantly lost making calls and meetings impossible. Any enquiries with customer services are fobbed off as a fault with my equipment. Terrible company
  • Reviewer
    Location
    Fleet, Hampshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      2 stars
    Comments
    I've been with Virgin Media for 18mths. Got a good discount deal. Will be leaving shortly before the contract price almost doubles :-O
    Regular speed tests show I'm getting 110Mb download and 19Mb upload. The apps to check wifi coverage with the feature to adjust the router settings are great. Good to have a service status too. Even with the apps help I've needed to use a powerline wifi extender to get full coverage in the house as the routers wifi ability doesnt seem up to it even after trying all the tips. The wifi drops out occasionally during the day. The service status says the broadband is ok and my tv connected via ethernet is ok too. Not sure what is wrong with the router.
    The apps have good diagnostic tips which mean I've only had to contact customer services a couple of times. When I have contacted them the staff hace been helpful.
  • Reviewer
    Location
    Tonbridge, Kent
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid Virgin Media. Awful company. Took 4 months to install broadband and they still charged us while it wasn't working. Spent 20+ hours speaking to their customer service team on numerous calls to get it sorted. Still chasing compensation now. Please avoid. You don't need this BS in your life.
  • Reviewer
    Location
    England
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Impossible to deal with, refused to let me cancel and hung up on me.
  • Reviewer
    Location
    Manchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I didn’t really have an issue with virgin other than them trying to charge me twice the amount I was paying for the same package after 18 months, however recently I had a call from them saying that my package was nearly due for renewal and to see if I wanted to change anything in my package. This was great timing as I had been looking into getting full fibre with another company, so I told them not to bother renewing my contract because I was thinking of leaving. The woman on the phone was very rude and continued repeatedly to get me to stay. Ultimately she said ok I will put that on your account. As I have recently found out all she put on my account was “looking at other providers”. After getting my new broadband fitted I called them back to finalise everything (make sure my account has been cancelled) and I was told that if I were to cancel now there would be an early cancellation fee of £300. They refuse to accept that it was their mistake because my account said my contract was up nov 2023, I got a call nov 2022, so clearly someone has just read the date wrong. They are handling it poorly and said they’d get back to me before Christmas. It’s now a week later. Overall the service from them over the 2 years I was with them was alright, the broadband speeds I paid for were never actually correct but they were close enough that I didn’t bother kicking off. It was always a stable 200-250 when I was paying for 300. I would not recommend using them as all providers I spoke to said if I was with any other company they could sort the swap over for me but virgin refuse to cooperate. Says a lot really.
  • Reviewer
    Location
    Bournemouth
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst customer service experience I've ever come across. Cancelled my phone and broadband package over a month ago and they continue to charge me. Finally got them to cancel today but they can't confirm whether my refund will be back dated to my original request to cancel. An offshore customer service operation with non English speakers reading standard scripts parrot fashion without any context to the issue at hand over laggy and distorted telephony equipment which is pretty ironic given that Virgin supposed to be a media service provider - what a joke!
  • Reviewer
    Location
    Smethwick
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Very disappointed with this company, please do not use them, when I wanted to cancel the contract I was passed from pillar to post around various departments, they fobbed me off, hoping that I would get fed up and just hang up, that's another month of payment for them. I tried calling numerous times, in the end I just had to keep saying that I just want to cancel and nothing else.
  • Reviewer
    Location
    Smethwick
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Very disappointed with this company, please do not use them, when I wanted to cancel the contract I was passed from pillar to post around various departments, they fobbed me off, hoping that I would get fed up and just hang up, that's another month of payment for them. I tried calling numerous times, in the end I just had to keep saying that I just want to cancel and nothing else.
  • Reviewer
    Location
    Berk
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Virgin Media(VM) proved to be the worst customer service I ever experienced in my life.
    After a faulty broadband router I asked VM to replace it. A courier came a few days later to pick it up, without providing me a replacement.
    As I felt that something was wrong, I started to record every interaction with VM (audio and chats).
    To make it short, I battled with VM's so-called support to explain the situation and it turned out that absolutely nobody was able to understand my simple problem: "my broadband router was faulty and taken away by a VM courier, without being replaced, and since I am still paying the service with no Internet service at all. I need a new broadband router (can be refurbished), and without having Internet my work productivity is seriously hampered".
    After wasting countless of hours with VM agents trying to explain the problem, I decided to cancel my service because the situation had become unbearable (I was even blackmailed to renew a 18-month contract if I want to receive a new broadband kit) and I couldn't keep working without Internet (has anybody tried to have an intelligent conversation with donkeys?)
    Now that I left VM I am claiming the "Virgin Automatic Compensation" for 2 months I paid without enjoying the service, and the cherry on the cake, VM are harassing to return the broadband kit or face £145 fee.
    I am not only going to file a complaint to Ofcom but my lawyer is also preparing a complaint directly to the court because it's bigger than small money claim (I can't give the details here).

    Years ago I had recommended VM for it's sustained speed but now the service has become so execrable that it's far better to leave this company because me all they claim about quality and service is just a scam.
  • Reviewer
    Location
    Warrington
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    Comments
    Very poor service and unreliable.still Waiting for installation 6 weeks after starting the contract. Still no idea when it will be be installed.
  • Reviewer
    Location
    Carlisle
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    16 times faster than what? Just done a speed check, we get 3.0 mbps. I wish we had checked these reviews first. We have just moved here and had Sky before we could get broafban at the bottom of our garden in summer house. We can't even get it in the house now. The hub is in the attic for some bizarre reason.
  • Reviewer
    Location
    Billingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Been with virgin for a few years definitely vastly over priced have had to argue each time as I only get broadband and they keep trying to hike the price over £50 but the worst thing is the constant drop off of service its everyday two or three times a day for a couple of minutes and its never their fault its always gota be my top of the line equipment Ive finally had enough because despite their really good internet speed, their one redeeming feature ill be leaving when my contracts up
  • Reviewer
    Location
    Dartford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolute liars!
    I was given a connection date of 29th December. On the 21st December I was advised my connection would now be 13th of January
    I called and asked if they would be advising my current supplier of the delay so that I wouldn’t be disconnected early and was told they can’t do this and that I should contact them myself to cancel the cancellation date for a few weeks (29/12/22 - 13/01/23 - original installation date to revised installation date)
    My current provider explained that because Virgin had taken over the line, and it was technically theirs now, I am unable to make any changes through them.
    I explained this to Virgin and they offered me a dongle with unlimited use free of charge to use in the days I wouldn’t have a phone line/internet. I agreed and was asked for all my personal information and bank details….. They wanted to credit check me for the FREE dongle!
    I’d just had a credit check to join them and now they wanted another one! For a free product!
    These hard searches affect your credit score and to have to have one done for a free product is a joke!
    As I refused and explained it wasn’t good enough, they said they would now make my repair appointment a priority and that someone would be out today and if all went well I would be connected by my original instal’ date.
    Surprise surprise, nobody turned up, a whole day wasted!
    I’ve now told them I don’t want their services no matter what and now I’ve got to wait for them to contact my original provider to verify they won’t be taking over the line and that can take up to 48 hours! Probably longer because of Christmas hours.
    Messed about and lied to for nothing!
    Disgusting customer service.
    No wonder they rank so low on here.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The customer service is genuinely insane. It’s on WhatsApp which is the only good thing so at least you’re not on hold forever. I called to enquire about a discount because our broadband is so poor and cuts out at least 5 times a day. All was going well until Kaila the customer rep decided to send me a new 18 month contract in order to receive this discount. Why on earth would I want a new contract for a contract that doesn’t even work ? I asked if it would be possible to transfer this as I wouldn’t even be at my rented property for 18 months to which they responded I don’t know that’s another team. I googled it and apparently it’s 20 pounds to transfer it but I can’t even get Virgin in the location I’ll be moving to. Meanwhile they responded they had just spoke to the “moving team” and it’s apparently free. This is untrue. I also checked how much it would cost to end the contract before it’s up and it’s capped at £288 which is what I would have been charged so can you imagine if I’d approved this and wouldn’t actually be getting any discount but actually paying THEM more ? Absolutely ridiculous, greedy behaviour and unequipped customer service. Completely untrustworthy and as soon as I move I’ll be thrilled to end my relationship finally. I urge anyone thinking of using virgin to think again. It is so overpriced
  • Reviewer
    Location
    NEwcastle upon Tyne
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I would not recommend this company if they were giving away their services for free! I called them to change my package as it was due to end and I was given a great deal and told my future bill would be £70 per month to virgin and £25 per month to O2 for my mobile sounded great till the confirmation email came through stating my next bill would be £236.59??? I called about this and was told they had no record of this email and I PROBABLY wouldn’t be charged that so I asked the guy to just cancel the new deal and I would call the next day to sort out the deal again. The guy then proceeded to cut my services off there and then, the phone went dead as we spoke. I called back on my mobile and got a manager who said the guy had in fact cut me off even though I was still in contract for another 6 weeks??? He got me back up and running as I needed the internet as I work from home and he sorted out the new deal, great or so I thought later that evening my internet went down again and the Indian tech guy said, get this ‘there has been a Wi-Fi blockage and you will just have to give it an hour or so to clear’ I mean really? The next morning was the same and the woman at tech support said she could see my internet had dropped out 112 times in the last few days and I would need a technician but she couldn’t book one so I would have to wait till lunch time for her supervisor to come in. Well that was enough so I eventually got put through to disconnections and then ended up speaking to the rudest woman ever who said she could sort out a technician but not till 3 days later which I pointed out was no good as I work from home and rely on stable internet. After a while of her telling me that if I cancelled not to expect to be able to get the same deal and various other reasons why I should not cancel she did the discontinuation request but then said I’d have to sort out cancellation of the O2 contract as it had nothing to do with virgin despite the fact they set it up?? Anyhow I’m now out of this rubbish service from the end of January and can’t wait as there wireless internet is despicable and just to cap things off I got a call last night from their customer relations team to reassure me they could sort all of this out and could I give her a brief summary of what had gone wrong, so having gone through the saga with her I was asked what it would take for me to stay to which I replied that if they offered me all of my services free for a year I still wouldn’t stay! With that she said thank you and hung up. This is virgin media at their best so if your looking for a phone, tv and broadband package give these clowns a wide birth.
  • Reviewer
    Location
    Luton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst experience i have ever had with virgin media there a big let down i have been with them for years and never called up first time i called up for help with my router i got missed led information by a member of there staff promiseing me a technician will come out i waited in all day and no one come i have 4 kids screaming they can't play the PlayStation so i called up and i got told there member of staff never logged it it so then i asked to speak with a manager i wanted compensation for the trouble they cause me so the manger said they could give me a dongle with internet to last till my new appointment for the 22/12/22 by this time my router been down since 17/12/22 but i never received the dongle i got promised either so i called up again and i made a compliant and also i got told they can't have the dongle i said i was promise by your mangerment team and she said we only give dongle to new customer so my wi-fi box come back on by its self on the 20/12/22 its come on and off my wi-fi router is faulty but the same day my husband called virgin media explain the wi-fi box has come on by it self and goes of by its self he said i still need you technician to come out on the date i was given and today i woke up to a email from virgin media to take it upon themselves to cancel the appointment i have waited over a week for because they can see my router working but i called up and explained that its comes off and on and i still need someone to come out this is the worst experience i have ever had with the virgin media team.
  • Reviewer
    Location
    Ipswich
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Broadband reliability ok .. customer service rubbish .. had calls against I didn’t make as I do not have a home phone .. failed to investigate it properly and refund me .. Decided to move at end of contract .. hounded me to change my mind and somehow managed to charge £140 .. when my monthly bill was half that .. no explanation how and why just took it .. they should rename themselves Virgin shyster.. don’t go with them .. nightmare getting away from them ..
  • Reviewer
    Location
    Earl's Court, London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Our VM internet went down today, quite soon after a neighbour who also had VM had their problem fixed. Come on, guys, this is too co-incidental and a scam is going on. Another recent review from the 15/12/2022 in the same area also described the same thing happening to them. I reckon something fishy is going on and sadly it's we the public who pay for someone who doesn't do their job properly!
  • Reviewer
    Location
    Leicester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Ordered broadband to be installed on 20.12.22. Asked for a pre-install visit to check where cables would be laid outside as we have a very long driveway. We were told “anything you want!”

    On 19th December, we were woken up by an engineer (unannounced and no appointment) to lay cables under the hedge (where we didn’t want them laying). The contractor said that he wished people wouldn’t pre-visit who don’t know how to do his job! We arrived at a compromise, but only to be told that this was such a big job, he’ll have to come back.

    Later that evening (the day before our due installation date), we received a telephone call to inform us that they are cancelling and won’t be installing until 15.01.23! We had just cancelled our existing service provider.

    I won’t bore you with the very long process of the 2.5 hours, attempting to cancel the whole service, but let’s just say I was primal screaming just to comfort myself and I feel so anxious.

    IF THIS IS HOW THEY TREAT NEW CUSTOMS - I’D HATE TO FATHOM HOW THEY TREAT EXISTING CUSTOMERS!

    I WOULD NEVER RECOMMEND THIS SERVICE TO MY WORSE ENEMY!!!
  • Reviewer
    Location
    Yorkshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    I have been a long term customer of virgin media, approximately 15 years and have noticed a decline in their service over the years. My contract has now come to an end and the upgrade prices are ridiculous. New customers get better deals which clearly shows there is no such thing as loyalty. I also keep receiving text messages with a deal on, when I call up for this deal they can’t honour it. You also get promised call backs which I’ve never received. Literally no way to try and get a resolution. An absolute disgrace of a company with extremely poor communication skills.
  • Reviewer
    Location
    Watford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Worst broadband service with worst customer service. In addition to that, they are sneaky with their pricing. They gave us 18 month contract where promotional period ran out in the 10th month. Obviously this was in the fine print and we’re now paying double price on broadband. Tried to cancel but won’t let us know unless we pay 300 quid.
    In the last few months, broadband has been out of service at least half a dozen time and it’s frustrating for my wife who works from home. Never again shady Virgin.
  • Reviewer
    Location
    Uk
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    Absolutely disgraceful customer service by amateurs based in the middle of no where with no idea of what life is
    This is not the way a multinational should treat its customers who are charged the best rates to expect the best service
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Awful company. Broadband was not good and customer service is ridiculous. They owe me a refund of almost £50 and have offered to only process that if I renew my contract with them which I haven't.
  • Reviewer
    Location
    Stoke-on-Trent
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Appalling and harassing customer service: My mum having had a stroke and moved into an old folks home I have tried multiple times to cancel my mum's account. Written cancellations have been ignored and phone cancellations are not possible because my mum has lost her speech. Absolutely no compassion or understanding from Virgin Media. The monthly bills continue to mount up even though my mum's original contract ended years ago. Extremely distressing for for my mum and all the family. Please please please avoid Virgin Media at all costs.
  • Reviewer
    Location
    Liverpool
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    The customer service is the worst I have ever encountered do not use this service you will never receive an answer to any problem or question.
  • Reviewer
    Location
    Earls Court
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I have been a customer of Virgin broadband for the past 25 years.My monthly subscription is 51GBP.This company messed us up in the past 3 days . The engineer came to fix our neighbours internet connection 4 days ago, but after he left we discovered that our interenet has been disconnected. We have been waiting for an engineer for 3 days. All promises with no action.
    I will search for a better provider.Hopfully I will find it.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    You would think a brand as reputable as Virgin would provide good broadband but it really is shocking. When it works it's great but the amount of times I've been on virtual meetings and it's completely cut off is around 50 throughout 2022. Not to mention watching a movie or TV in the evening and having to stare at a loading wheel. For £60 a month there is definitely better out there. We had BT at a previous property which we thought was bad but performed the same as Virgin for £20 a month.
  • Reviewer
    Location
    Slough
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely shambles as new customer very bad service just over 2 months still waiting for my connection and the customer service English is so poor,keep getting cut off after been on the pone nobody wants to take care of the problem
  • Reviewer
    Location
    Newtownabbey County Antrim
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Do yourself a favour for your own sanity do not join Virgin Media. The customer service is joke. the routers don't last a kick. the prices go up on a regular basis. I have get very poor service on every phone call to them their staff seem to be intent in pissing off the customers.
  • Reviewer
    Location
    Hamilton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    TERRIBLE COMPANY
    Gail at Virgin media offered new package however had a few technical issues at her end however was told not to worry and it will all be sorted. The Nightmare starts. still await a call from 23rd Nov 2022.In the mean time i've been harassed for payments from virgin media by text email collections department. I have called Virgin daily/weekly and still to date no one cares. Shame on you Virgin. Perhaps you should call me rather that make vexatious demands for monies
  • Reviewer
    Location
    Uxbridge UB10 0BN
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I am a virgin media customer for more than 10 years. What ever the speed they promise to you it never happens. Every months you have to restart the router many times (UB10 0BN area). Also Since corona started March 2020 I have to travel therefore i do not have a chance to watch virgin TV (Paying £152) so I called them up on On 15 January 2022 @17:25 spoke to guy called Mohammed agreed a internet and home phone for £55.then October 2022 I check my bank statement they still charging £152, since made lot of call and made lot of complaint they never ever listen to those complaints or never acknowledge I even ask them to listen to my call recordings. Zero response I firmly ask them to refund the difference but instead of that I received hundreds of calls from retention department saying is will give me another 18 month contract pay £60 a month etc.. I waited till end of November 2022 no response etc.. so I called them up and gave notice to terminate my line. Totally waste of time now I am in a process to complaints to ofcomm.
  • Reviewer
    Location
    Maidenhead
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    I have recently left Virgin Media to go to a City Fibre provider. My reasons for making this change were:

    1) Each time the contract came up for renewal Virgin increased their price by a disproportionate amount. I would then phone and complain and they would drop most of the price increase. On the last occasion they increased the price from £45 to £73.25. However once they realised I was serious about moving to a different provider they progressively reduced this to below £30

    2) I had constant blips in the connection causing work calls to drop. I have not had this with my new provider

    3) The new service is around 50% faster for less money

    4) Having ended the contract it is taking Virgin 7 weeks to collect their equipment (their choice of dates, not mine). They are now charging me for this equipment saying they will return the money one they have it back.

    5) There customer service is very difficult to contact and poor once finally do so. However, they hounded me to stay once I cancelled.

    I strongly recommend avoiding this provider
  • Reviewer
    Location
    East Lothian
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Reliability
      1 star
    Comments
    Didn't even get as far as having fibre installed, engineers didn't install the box as discussed previously then refused to move it. What a nightmare trying to cancel, when you eventually get through its to someone you can barely understand. AVOID like the plague
  • Reviewer
    Location
    Swindon
    Reviewing
    Virgin Media
    Date
    Comments
    0 stars. Virgin media must be the WORST customer service EVER experienced in my life. weeks after scheduling broadband no one turns up, can answer a question. They just transfer you OR cut you off. If you value your sanity DO NOT SIGN up
  • Reviewer
    Location
    Upminster, Essex
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Do yourself a favour and keep clear from using this company unless you have hours of your life to waste. Absolutely disgusting service, appalling customer service and inexistent continuity in client care. I am making this publication hoping that I will prevent other people experiencing the pain and time waste I have been put through. Even though it’s almost traumatic for me to go through this timeline of events:
    My partner first signed up for Virgin Fibre Broadband services in October 2022. We were told we had to wait about a month until the installation could be done – during that month we contacted Virgin twice to make sure that the cable/ pre-installation work had been done as we knew the area surrounding the house was owned by a property management company and suspected a permit must be needed. Each time we were reassured the external work had been done and there was no expected delay for the engineer visit and installation of services on the 2/11/22. On that day, the engineer said he could not install the services as the external work hadn’t been done. This was then the beginning of countless hours on the phone to try to understand what the problem was.
    We then got an email out of the blue saying “I am sorry to hear you have cancelled our services”. We called Virgin to see why we received that and they said they could not explain it (shocker) – in their records we had cancelled it (but couldn’t say how and there were no records of it (!!). We then had to sign up all over again, with the sales team questioning the prices and not honouring the original offer. We asked them to go back on the record and listen to the original phone call but they seemed unable to do this – again not being able to offer any continuity.
    After that, I stayed on hold for hours and transferred to the wrong people more times than I can count. I would try to have any sort of continuity by remembering the people’s names to then be told I was speaking to a different call centre altogether or the previous person had made no notes. I was reassured by Virgin that the visit would be done “that day” so many tinmes – I waited days at home, not leaving, afraid I would miss the visit. Again, so much time wasted. The next day the pain of being on the phone again without getting any answers.
    The lack of communication between the subcontractors who do the external work and Virgin is ridiculous – I kept being told they had no way of speaking to them! I assumed the delay was due to a permit problem (even though on the phone I was reassured countless times it wasn’t) so I contacted the property management company myself, asked them to sign a Wayleave and sent it to Virgin.
    Finally, I am contacted by Stacey from Kelly who explained that the pre-installation team had been going to the wrong address all this time! Hence the cable work not been done yet. Even though we now knew the problem, they still could not tell me when the cable work would be done. I had to chase it again multiple times when then I am told they now needed a permit from the council. Days go by again and eventually they tell me the permit was for the 19/11/22 and then the engineer visit would be done on the 26/11/22. You have guessed right: not the external work nor the engineer visit happened AGAIN! Virgin sent us a dongle after we spent hours and hours on the phone but that did not even work properly as our house has very poor signal (hence we needing the fibre installed).
    This has caused an immense inconvenience in our personal and work lives. It's now 6/12/22 and when I called Virgin today I got the usual “we have a note on our system saying the work will be done today” – a sentence I have heard over 10 times in the past month! We STILL DO NOT HAVE INTERNET (it’s been over a month). This is an absolute joke.
    To make it all even better, when we claimed the compensation we are entitled to according to the website “£5.25 per day if we don’t install your services on the promised day until installation is complete” they have also said no and given us a £26.24 cheque instead. Seems fair, right?
    Please learn from this experience, and use a company with minimum dedication to costumer service instead.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Stuck in a 24 months contract (never again with any new suppliers) I can' wait for next July to wave goodby to Virgin; continuous broadband issues/total blackouts lasting hours on end plaguing Virgin broadband and costing me money in lost work. Do not subscribe!
  • Reviewer
    Location
    Westbury
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Would not recommend Virgin broadband to anyone.
    Waited for ages to be set up by its specialist, as some external works were needed, only to find out the day before, that they would not be able to connect my property.
    And I called them twice before, they assured me that everything is going as planned.
    That's just silly. So much time wasted.
    Avoid at any cost!!!
  • Reviewer
    Location
    CB24 8UL
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    I had a hard time getting in touch with one of your consultants and after I got in touch they asked me for a lot of identification details more like a bank account but that wasn't a problem if the problem had been solved but after identification I transferred to another department and the same security questions again and again put me on hold for another department and after several minutes of waiting the call was cut off having to repeat the same story again and again and this happened for several days at in a row and finally I started a WhatsApp conversation which also continued a text conversation with the same repeated security questions after each conversation at a certain time I was asked for the same data even though I had written it countless times in the previous conversation and only in the end after a few days lost of stress and nerves to close a contract that was due to expire on time and my rate was extended and increased by 5 0% without my consent! I believe that this could be done very simply with a few clicks from the personal application where you log in with your personal identification data!
    I believe this is done on purpose to make it almost impossible for customers to get out of a contract with virgin media! Shame on you!

The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.