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
    2.8 stars
  • Speed
    3.1 stars
  • Reliability
    2.9 stars

Based on 7862 customer ratings since 2020-04-16 (Show all time ratings)

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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.

3,750 Customer Reviews over 94 pages

  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Like so many people who have written, I would have given 0 stars if I could. I rarely write reviews, but am so livid that I decided to write.

    I believe this company deserve to go under. I don’t wish for any of their regular employees to be without jobs, but their Exec or senior managers capable of making and implementing decisions should be made redundant for total and utter lack of common sense and unethical behaviour.

    I have spent HOURS trying to sort out ending my broadband/TV/phone contract. Gave them plenty of notice, even said that if I could sign up with them again once I’d moved (moving in with a friend who’s on a contract with BT), I would. Not now. NEVER AGAIN! Just on today’s calls alone, I held for around 45 mins before getting to the moving home team. Spoke to the guy who answered for 15 mins, he told me that the billing team would deal with my complaint, so I asked to be put through to them. Held for another 30 mins only for them to hang up on me. Called back again, finally got through to billing after another 35 mins, and and then got the same answer.

    They sent the packaging for returning the kit to my new address 3 weeks early, now I’m being emailed and txt’d saying I’ll incur a penalty charge if I don’t return it. I’m still paying them for the service! Direct debit of £54 comes out on 13 August, I move out on 10 August and was originally told the final bill would be just over £3. So do they generate a final invoice for this amount? They certainly don’t. They say they will still take the direct debit of £54 and then send a cheque for the credit (yes, you read it right - a cheque!!!). Immediately? No, why stop there. They’ll send it via post after 45 days. What the heck!!! Who uses cheques? And why 45 days you may well ask. Apparently it takes that long to process. Seriously?!

    And as if that wasn’t enough to send me over the edge, then the final straw was when I checked whether they had my new address on file to actually send the cheque to. I thought it wouldn’t be safe to assume that as the boxes for the kit had been sent to my new address it would follow that one department might actually communicate with another. Just as well I checked - billing didn’t have this on my account. They do now.

    I feel sorry for the man and the woman who I spoke to this morning as they’re just on the other end of the line. I hope that someone senior actually listens to the recorded conversation. Not that they’ll give a flying continental, I’m sure. I had heard that customer service could be bad, but thought that the broadband speed would make up for it. Plus they were very much on the ball getting everything set up, so customer service at that point was good. Please don’t join them just because broadband speed is good. If only I’d read these reviews beforehand, I would have stayed well away.

    I don’t expect them to make any change to their systems - the fact that so many people have complained and they’ve not done anything about it makes it clear that they just don’t care. But if this review means that just one person considering signing up, decides not to, then the time I’ve taken to write this will be worth it.
  • Reviewer
    Location
    Aldershot
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Used to be good until last week when my services was disrupted over two days, they waited more than 2 hours after the service had resumed to inform me. This week, the same happened, I spent almost 3 hours on the phone waiting for help, approximately 15mins of that time was speaking to someone. New customers are treated better.
  • Reviewer
    Location
    Cardiff
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    renewed recently after having called them into fix the connection and hub. Got a decent deal or was considering switching.
    HOWEVER
    1) Customer service is NON-EXISTENT. they use the pandemic as an excuse, but colleagues with other ISPs dont have the same issues. Virgin need an online chat facility but still ahvent got it set up.
    2) need it for work but it keeps dropping out all the time so my companies VPN drops out and I cant work. Cant check with Customer services as they never answer and the website tells you their is no problem.
    3) despite having a 50Mb connection internet is slow with downloads of websites ( never mind anything else) taking ages. Never seen anything so bad.
  • Reviewer
    Location
    Cardiff
    Reviewing
    Virgin Media
    Date
    Comments
    Terrible
    Rude staff
    Inflated prices And more so the longer you are with them
    On hold for hours and then cut off. Couldn’t be less impressed after 15 years!
  • Reviewer
    Location
    Nuneaton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Do not use virgin media - ever! They are the most inept company when it comes to pricing and customer service. I spent 2 hours on the phone to try to sort san issue and spoke with 4 different people before the line wdnt dead. Useless - do not use!!! You have been warned!
  • Reviewer
    Location
    Baranova
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Virgin Media Are nightmare. Just find another internet provider if you do not want to suffer.
    here is the reason:

    Virgin provide rooted which is some cheap scam. It will not do cover the whole house.
    Broadband is not always reliable. There was a time we very 3 weeks without internet.
    Customer service:
    Try and you will see that once you call Virgin sale team and try to get a new contract you will be connected within a few minutes. If you need to adjust something on your existing contract or you want to cancel you will be waiting on the line for hours. The team is untrained or instructed to not provide you with all relevant information. Staff is not monitored for their performance as they simply hang up on you once they get bored of you requesting help.

    You will be provided with misleading information or with any.

    Virgin will try openly ,,steal'' ( charge) you with ridiculous unnecessary fees without proper justification of what actually you are paying for.

    Extra information for future fulls who are going to try.

    If you want to transfer your current account to another person you can. No matter what they will tell you. Just request ,, Transfer of responsibility,,

    I know there are no many if any internet provider in Uk who can offer proper customer service or well trained stuff who knows what they doing.
    Just do your research before you sign.
  • Reviewer
    Location
    Bristol
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Nasty theiving company. DONT USE THEM.
    Been with them for 3 years. Every year they would nearly double my contract price with out informing me. I'd have to fight to get them to put it back. Almost impossible to get through to customer service and once you do they are extremely unpleasant (obviously having to tell customers they are stealing their hard earned money). We have had to move house and downgrade after covid so rang up to tell them I'm leaving and got informed they'd charge me £200 for leaving them and had the cheek to offer me £50 back if I recommended them to the next tenants. Unbelievable
  • Reviewer
    Location
    berkshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    All was good with VIRGIN until I decided to cancel….been a loyal customer for years and would have recommended them BUT UNTIL I TRIED TO CANCEL….I am moving and needed to cancel my contract and virgin do not cover our new address....BUT!!!!!it is near impossible to cancel, took me over 4 hours to achieve this, on the phone for over 2-3 hours cut off twice...told I could not cancel by phone and to go on web site chat....did this again over 3 hours on line and did not get any response during this time.....very disappointed as up to cancelling I would have recommended virgin..... virgin aware on my frustration and disappointment BE VERY SURPRISED IF I GET RESPONSE??..... VIRGIN MAKE IT AS DIFFICULT AS POSSIBLE TO CANCEL...….due to the current coronavirus there will be a lot of people in financial difficulties and they make it near on impossible to cancel....who has time to hang on phone for 4 hours trying to exercise the right to cancel!!!!!!!!!
    It is absolutely disgusting the way they treat loyal customers …..on the phone I was told in no uncertain terms I could not cancel via phone..BUT I COULD ADD OR CANCEL SOME OF MY FEATURES ON THE PHONE!!!!!!.....I was told someone would ring me back....never did....asked to speak to a manager ….said I would hold until they were free...I did this for 45 minutes and then was cut off....they had took my number and promised call back if cut off…….never happened what a surprise!!!!!!!!

    I am really angry and would never recommend or use any virgin products again

    I HAVE WASTED OVER 4 HOURS TRYING TO DO ONE SIMPLE TASK!!!

    WHY DON’T THEY ….have link on your personal online account where you can cancel contract??????????????
    WHY DON’T’ THEY ...make cancelling contract on phone easy...…

    BECAUSE THEY TREAT CUSTOMERS WITH CONTEMPT!!!!!!!!!!
  • Reviewer
    Location
    Scotland
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Earlier in the month, I attempted to cancel my Virgin media broadband. I had been with them for 6 years, however I am in between homes at the moment and wasn't going to pay for internet I wasn't using. The process of cancelling was awful. I spent an hour on hold and then a further hour on the phone. The woman I spoke to on the phone made me reset some security code I have no recollection of making before she would help me. Once we had done that she tried to sell me several packages, get my parents to switch broadband as I am staying with them temporarily and even suggested I just kept paying them for internet I wasn't using (£40/month!!) until I moved into my new property. Eventually she told me my internet was cancelled and that I did not need to pay a cancellation fee as I had paid the month in advance. I was infact owed £14.51 back- win!
    A week or so later, I received emails requesting that I pay them £26.50 and threatening me with further action. I tried phoning to find out why I was being charged this, however the automated response told me that the call centres were closed (I had phoned them last week so that's not true....) and I had to contact them via the website. I sat on the web chat for an hour being ignored before investigating my bill online. Turns out they had charged me a cancellation fee despite what I had been told on the phone.
    Exhaused and frustrated, I have paid the fee in the hopes that they leave me alone. I tried to make a complaint on their website, but guess what?! I can't because my account has been closed.
    I have been appauled by the customer service from virgin media, I have wasted several hours of my life trying to contact them and been lied to by the people that work in their call centres. I will never use any of ther services again, and I suggest you don't either.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    3 years I have been waiting for a technician to come and fix a bare, doorless environmental enclosure and still nobody has showed up. Spoken with them over email and over the phone on several occasions only to be repeatedly lied to.

    Poor connectivity and frequent dropouts which they repeatedly deny. When it came to cancellation, customer service left me waiting for 6 hours.

    Use BT instead.
  • Reviewer
    Location
    Glasgow
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst supplier in the world - poor service - high charges for what is provided - never meets contractual speeds - cannot be contacted - desperately seeking an alternative supplier
  • Reviewer
    Location
    Scunthorpe
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We have now left Virgin media & are with our new broadband provider. The router was delivered I plugged it in set it up & it works as it should with no problems. The WIFI router also has greatly improved range over the VM router & the broadband is reliable. For the final 30 days no one at Virgin would answer the phones or sort out the problems, yet within 12 hours of leaving VM I received an email requesting the kit back. Good eh?
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    The customer service is atrocious, if you have an issue you effectively just have to live with it. I called every day for 2 weeks while my internet wasn't working and every one of those days i was promised by a rep that it was a router issue and an engineer was being sent, but then later that day Virgin would send an automatic message saying it was an area fault and automatically cancel the engineer. Each day when i called back they insisted it was an router issue and an engineer will be booked, they refused to listen to what had happened the previous 10+ days of the auto cancellation. I never got my service to work again so had to switch. Separately, billings promised refunds throughout this period multiple times, they never gave and continue to refuse the refunds. I do not recommend.
  • Reviewer
    Location
    East England
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    After multiple calls and complaints about only receiving 10mbps out of a 100mbps package and constant unreliability, I cancelled my contract and opted to move elsewhere. I got a lovely phonecall this evening from a retention specialist who spent 20 minutes berating me, talking over me, patronising me and trying to impose the fear of Covid-19 in my house from allowing another service's engineer to come in!!! So disgusted with the service, the hour long waits to get anyone on the call (if they don't hang up!) and general incompetence of this ISP. But as my retention specialist said, "you won't get anything better!"
  • Reviewer
    Location
    East-malling
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I have been with Virgin media for 4 years and experienced a lot of issues with broadband speed over the years. Two months ago, they offered me to Re-negotiated my contract as apparently they increased the reliability of the service In my area and they wanted to give me a preferred rate.
    During the call with one of their customer service representative they suggested for me to transfer the contract from my ex-husband name account to my name.
    I had been paying for over 2 months under this new contract and they have now decided to change my contract for another price and start charging as a new customer again. They also charged me £20 to do a name change on the account which was never mentioned before.

    Both customer service and broadband are terrible - I have decided to switch provider. I strongly advise against Virgin Media.
  • Reviewer
    Location
    Nuneaton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    An awful company. Customer service deserves nil stars, instead of one. I WILL NEVER USE THIS COMPANY AGAIN - WHATEVER THE COST!!!!!!
  • Reviewer
    Location
    Seaforth
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Had to switch to Virgin Media very recently from Sky as I moved to a new area I found that Sky and even other Broadban Providers could not offer more than 11mb However by going to Virgin Media on their Broadband only package I was able to opt out of home landline as I never use it and went for 100mb Broadband. I must say for the money you get a very good fibre optic speed.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    It was terrible experience. Customer service is non-existent. Constantly increasing prices and trying to trick you so that you pay extra (like upgrade and then they charge you for cancellation and give you upgrade for extra cost).
    To resolve any issue takes 3-4 calls.
    The speed was alright, but quite frequent outages and when the cable is broke in takes a week to fix.
  • Reviewer
    Location
    Northampton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Been with Virgin Fibre for 6 years and had no issues until the start of April. My broadband cuts out about 40 times per day and is unusable. Virgin have given me a fault code and initially said that it would be fixed on the 8th June. They then changed this to the 9th July, 19th July and now the 19th August. Will not fully compensate as they say it is not a 'total loss of service'. Thankfully not in contract with them any more so I will be switching. I would honestly go back to dial up internet rather than use these absolute bunch of jokers!
  • Reviewer
    Location
    MORDEN
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Been with VM 15 + years, finally taken decision to move to another provider. VM service has become consistently unreliable, especially over last 12 mths, not getting anywhere near the 100mps i am paying for and consistent drop outs. Since COVID 19 working am loosing packets of audio on video calls making work v fustrating. Moving to Zen fingers crossed for a better experience
  • Reviewer
    Location
    Scunthorpe
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We only have a few days now until we leave Virgin Media, the broadband is currently working so I did a speed test. On Virgin media 200 mb high speed fibre broadband the 62ms ping achieved 42.33 mb download & 2.83mb upload speed.I then switched to our EE broadband minibox which works from the 4G network. On the same test with 62ms ping we achieved 44.51mb download & 10.70 mb upload. The Virgin media service should be much faster than the EE minbox , but is actually slower.
  • Reviewer
    Location
    Slough
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    I hate calling this company I was on the phone for one hour. Last one I talked put me on hold so long and later cut me off without a result. Not good customer service. I have no landline for over a year and it is still not fixed. I have been with Virgin 5 years and supposed to have good internet but it is slow if I have access to YouTube on Tv and mobile to do exercise class.
  • Reviewer
    Location
    Bristol
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have been a customer of Virgin for decades. No problems until I moved at the end of May - had new ( so say) cables installed and have had problems since. customer service is useless they blame the box everytime - but all my boxes are brand new??? have had 3 engineers out - apart from the last one they were useless also- the last one ( DEO) was brilliant - found the problem the cables in the road which had just been put in had the wrong connectors and were all corroded ??????????? This was 5 weeks after installation- he reported this to the network side of virgin media and to hos boss- I also filed a complaint and guess what over two weeks and still waiting for this to be fixed - I am cancelling the direct debit due on the 27th as the service is not fit for purpose would never recommend virgin to anyone ever again. they S**t on there existing customers !!!
  • Reviewer
    Location
    Yorkshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    Fast broadband but they're an ISP that can't even keep their own website running reliably let alone your internet access.
  • Reviewer
    Location
    Enfield
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Broadband download speeds have never been close to those claimed. A Virgin engineer has stood by my router with an instrument demonstrating a speed 10 times faster than I was experiencing with my laptop. He blamed my laptop of course. After years of expensive bills, low speeds and patchy service I have switched to Zen Internet who have so far provided a faultless service with efficiency, care and courtesy, at half the cost. The final straw with Virgin on the Ridiculous has been that, after having taken 5 months to respond to my claim for loss of service for 7 days in February, they have made an offer of £15. Their own terms and conditions say they should pay £8 per day. Do yourself a favour and avoid them.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I'm attempted to us virgin media for the second time and it was the wrost thing that i xould have done. They tried charhing me for an over due amount that i was not aware of and that was not rightfully mine. They simply wanted to charge me because that's apparently what they do to a customer. I didn't even get to the point of using their services again because they wanted to charge me. And now they won't cancel my account. I want to make a complaint formally and there is no way of doing it. Their complaints line is over 1hr wait and they never take your call. Thsre is no way of doing the complaint online because it takes to to different linka and is impossible to do it online. I strongly advise anyone looking to start with Virgin Media to NOT do ot! They'll keep your information and keep contacting you. Then when you try to use their services they'll say you have an outstanding amount tjat you need to pay. Scamming customers is disgusting and wrost when their trying to start with this ocmpany. I will be reporting this and taking it further.
    I am beyond disgusted at how horrible my experience is with this company.
  • Reviewer
    Location
    Manchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Virgin media are running a scam, please be very wary of them and do not take out their internet.


    At the start of my contract they were charging me the wrong amount, claimed they fixed it then continued charging the same wrong amount.


    Now I’ve cancelled the broadband with them, but they’re still taking my money. Virgin are running an elaborate scam, how many people are they doing this to who haven’t noticed.

    Get away from them while you still can, they’re fraudulent!
  • Reviewer
    Location
    Scunthorpe
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    It's over 2 weeks now since our broadband problems began with Virgin media, we still have a couple of weeks to run until our 30 days notice expires. The broadband is working intermittently with constant slow connection or complete loss of service. Something has gone seriously wrong at Virgin media as they now seem incapable of repairing their equipment. We broadband works briefly & very slowly, the router loses the white light & all the greens start flashing, you expect this when setting up but not dozens of times every day.
  • Reviewer
    Location
    Essex
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    Comments
    I have been with them for a couple of years and at the beginning everything was fine competitively priced until the renewal of contract!,I contacted their customer services several weeks before,as I told them the contract ran out 13 April 2020, but everytime I rang they said there was No alternative deals to be had ! Yet blatantly advertising on t.v. Radio, and on my phone deals as low as £25.00 pcm they flatly refused to make any deal under £41.00 as I did have it on DD but never again !!! they were adamant that, that is what it had to be despite that being for the Basic package and I am a pensioner,The cheeky bastards even tried to take this amount and kept saying that price offered was already reduced from £59.00 They are having a laugh!!! I got Rid of sky for the same reason I wrote to them twice and also tried to contact them on three phone numbers but they all lead to billing even the 0800 number their only interested in demanding high increases every year for existing companies and for the majority of the programmes are freeview anyway so its a right con! I don't have T.V anymore i've just got BB now and cancelled my t.v Licence so to Sum up Crap customer service, Not interested in existing customers! take months to reply! and Phoning is pointless, you can't reply to their emails, I wonder why! Basically wouldn't touch them with a barge pole
  • Reviewer
    Location
    Lambeth, London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Don't bother with them unless you have more patience than Gandhi himself. Despite the high speeds they offer, you never actually get high speed internet, or even a consistant connection for that matter. Their online 'MyVirgin' account system is an absolute p*ss take too, half the time it says that this part of the site is down for maintenance and then it doesn't become available again for another 2-3 weeks. And when it comes to cancelling, F**K ME it's unneccesarily difficult, there's no feasible way of doing it online, even when you can get on to your 'MyVirgin' account. I had to call them up, go through a long-arse option selection, and then wait forever on hold. Once I finally got through to someone, I was forced to listen to them tell me about alternate packages that I'd be better off upgrading too instead, despite me telling them that I've already been made aware of these offers and have already started with a new ISP.
  • Reviewer
    Location
    Bromley
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Had virgin for a year, was always an issue with the speed. At the end of the contract wanted to cancel it and got the most terrible experience, put on hold for 3 hours and at the end the customer service team didn't think to cancel at all always trying to offer me better deals. I asked who am I talking with and he brutally refused to answer. Avoid.
  • Reviewer
    Location
    Bournemouth
    Reviewing
    Virgin Media
    Date
    Comments
    The worst broadband provider I have ever had , so many problems , spending lots of hours on the phone to sort out problems which in the end they are still not sort out.
    They taking money from your account with out information you.
    If you ever have to change the broadband DONT go with virgin media. They are USELESS.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Absolute worst customer service imaginable. They arbitrarily deactivate your entire account and cutoff your broadband, and you can only reconnect it by calling, but they keep you on hold for 2+ hours and, when they answer, keep transferring you back to the end of the queue and you have to start all over again. They require account numbers and passwords (which they expect you to remember for some reason) at d dry stage, again and again, so you will likely never get through to a person. Because they don’t want you to get through to a person. They’re terrible. I switched to Sky, which is much better.
  • Reviewer
    Location
    Bromley
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Virgin, virgin virgin, you certainly are not, pure and delightful. I have been with virgin about 13 years, but for the last 4 or 5 years have had nothing but untold problems, with broadband....I was going to write more, but my internet keeps freezing and then disappearing completely, need I say more! Sky here I come!!!!
  • Reviewer
    Location
    christchurch
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    terrible customer service i thought talk talk was bad nothing on virgin we agreed 38 pounds they bill me 43 pounds you try and get anyone to talk too or email waste of time will never use them again not even for free ha ha
  • Reviewer
    Location
    Preston
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    The only food thint About VM was the broadband speed. I tried to leave their services a couple of times but surprisingly they managed to find better deal for me. Eventually when I decided to cancel my contract there were lots of issues, starting from security questions regarding my latest bill which I in fact received two hours after my call to Virgin Media. Very difficult to cancel services. Would consider a different provider.
  • Reviewer
    Location
    Ws4 1dp
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    O way to contact customer resolution team do not follow their complaints policy told they cannot provide broadband to the contract but pay £8.50 extra to get it to work better disgusting customer service
  • Reviewer
    Location
    Lancs
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    We've been with Virgin for many years.The service has been superb after getting rid of BT.Great speed broadband and reliable home phone. If ever we have had a problem (rarely) the customer service has been superb.Phone them up and you're through to a centre in Scotland and they always know how to sort a problem and are very nice to speak to.
  • Reviewer
    Location
    Crawley West Sussex
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I would give absolutely no stars for Virgin if I was able! That saying once bitten twice shy is so very true. Virgin are a greedy and corrupt company that do not care about their customers, they are only interested in taking your money. I am no longer with Virgin and it was the very best thing I did when I was free to end my contract with them. I had endless ongoing problems with Virgins broad band and tv service. It was absolutely horrific and so stressful, I have lost count of the endless phone calls to customer service and not being able to get hold of any one, and on several occasions waiting and waiting to be able to get through and when I did only to be told endless excuses and being fobbed off all the time! I’ve had the engineers come round on so many occasions that I had lost count! I told the lady at Virgin that my old VCR had been much more reliable than their poor and disgusting service. Absolutely shocking and my bills mysteriously kept getting higher each month! I was so happy happy the day I got rid of Virgin, they will make all sorts of excuses, offers and empty promises to get you to stay! AVOID, AVOID, AVOID, you will really regret if you do! I’m now with another broad band service and I am very happy, I’ve had no problems and I can always get hold of someone if I need too from customer service. That’s it I’m totally done with Virgin and I will NEVER be going back EVER!
  • Reviewer
    Location
    Scunthorpe
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Well done Virgin Media still no broadband or Tivo box working it will be interesting to see if they expect the final bill to be paid when there has been NO SERVICE FOR MONTH PRIOR TO LEAVING. My Mrs. is frontline NHS & worked through the lockdown & needs the internet. We are having to manage with a small box that works from the 4G network. At least it works unlike Virgin Media. It shows how management taking their eye off the ball can lead to a company's rapid demise.

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