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
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    The worst customer service ever if you have to deal with indian call center. Had to call 3 times for them to give us the correct package at the correct price.

    Best thing is to use the thinking of leaving us option as this is uk.

    Cannot fault the speed or reliability, nobody has faster or more reliable broadband, and they know this. If only they could improve customer service!
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Truly appalling customer service. Constantly raising prices. No sense of of loyalty to customers. After over 20 years closed contract moving home. Completely inflexible do not deserve customer support.
  • Reviewer
    Location
    Harlow
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Good product. Amazingly poor customer service.... and I mean POOR.
  • Reviewer
    Location
    England
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      3 stars
    Comments
    Very fast broadband can load 1080p youtube videos in less than a second without buffering however, some days the internet stops working and I have to restart but it is not happening as much as it use to. The customer service is awful. If you tell there is a problem with the internet, they will say restart your router and wait 30 seconds. Sometimes you get people who have no clue what they are talking about after waiting hours on hold! Bad customer service and great broadband
  • Reviewer
    Location
    Manchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Awful customer service.. missled me into purchasing a media package so basically add £80 to an equivalent of free view that's already built in the tv! And the box is very slow

    Customer service very rude multiple contacts
    Will not cancel media package
    Charged extra £35 this month asked for a reason but the Indian guy on the phone just kept speaking over me trying to sell me more! Cancelling on the due date and changing provider.. never again
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      5 stars
    • Reliability
      2 stars
    Comments
    I have the Vivd 100 bundle and when it works, it works well.
    The problem is that in 16 months I have experienced 4 major service disruptions (no connectivity or extremely degraded service), caused by Virgin faults (lines or devices).
    The worst aspect is that the time to restore the service varied from 6 to 15 days.
  • Reviewer
    Location
    Camden, London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    The broadband speed is very good and is the best thing about being with Virgin Media. BUT there are so many downfalls with Virgin. The WiFi is a great speed when it is on. They constantly have signalling issues all the time, meaning the broadband and certain tv channels are unavailable. This has been consistently happening since the beginning of the year, they claimed to reimburse but it only showed up on one of my bills. Around March we kept complaining and they told us they were going to have signalling issues most weekends and evenings till August 2nd. We waited and still there was issues. They delayed us again until September 13th and that was when it started to work again up until recently where there has been major problems resulting in us having no tv or wifi. Virgin are currently in the news for having major signalling issues We have received poor customer support and service, considering the cost against other networks.

    My advice to you all, it is not all bad as when the WiFi works it’s great but it’s a high cost for a terrible service and customer care. We have now made the decision to leave after a year of unrealiability
  • Reviewer
    Location
    Warrington
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Customer since 2003 to 2017.
    Paid £82 per month.
    They advised a price increase but added insult to injury by offering a similar package to mine but with later router and newest TV box for £55 to new customers.
    That meant a new Customer would enjoy better service with beer kit and pay £324 per year more than me. If I stayed with them for another 16 years I’d be paying £5,184 more than the new Customer.
    Tried to haggle - offered £4 per month reduction.

    No longer a Customer. Note my capital letter on the word Customer. I think the Virgin management use a four letter version beginning with the same letter and also capitalised.

    Dreadful loyalty. Dreadful marketing strategy. Avoid.
  • Reviewer
    Location
    Huddersfield
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    as a customer who has been with virgin 20 years with mobiles broadband tv and phone I was disgusted when I called due to losing my job that they were unwilling to help me cut down my bills and the manner which I was spoke to was disgusting I was not treat with dignity or as an individual so I called sky who gave me exactly what I was looking for at half the price
  • Reviewer
    Location
    Bristol
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Very disappointed with Virgin's level of service. We placed an order for Virgin broadband with an activation date of 2 weeks away. This was already a long time without internet from moving into the property, but this is standard so wasn't a problem. I then had to find out for myself, by calling for an update, that the order hadn't gone ahead because the previous tenants hadn't cancelled their account. Firstly I don't see how this is our problem, but secondly, no one bothered to contact us to tell us there was an issue. After twice being promised a call back (which never happened), and after them saying they would see what they could do to meet our original activation date, they merely placed a new order with an activation date a FURTHER 2 weeks away and essentially denied the original order even existed. I told them how unhappy I was with having to wait 1 month for our internet to be activated but they refused to do anything to help.
    Very frustrated and disappointed.
  • Reviewer
    Location
    Orpington
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I upgraded my account and was promised to pay extra 7 pounds per month. Ended up with +50. Phoned up again trying to cancel the contract. Was promised a new contract for 21 pounds. Today the new contract came through and voila... 39 pounds per month. Phoned them again and tried to cancel. They said it's an error and will call me back. No one called. This company is a nightmare, impossible to cancel. They are trying to roll me into a further twelve months contract. I feel like I am dealing with The Wolf of the Wall Street characters.
  • Reviewer
    Location
    Welwyn Garden City
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I have generally been satisfied with the internet and TV, but recently I was persuaded to update my package and signed a 12 month contract for £71.48. About only 3 weeks later they increased the cost to £74.97. Surely having signed a contract to supply a service for a certain cost, it is completely unethical to suddenly change it. On complaining, I was told by a very aggressive person that the t and cs allowed them to do that. I cannot find anything that does. I asked to speak to her manager who was supposed to call me back within 4 hours and who of course failed to do so. I shall now go through the cumbersome complaints procedure that I think is designed to put people off complaining. But any one thinking of signing a contract with Virgin need to beware.
  • Reviewer
    Location
    Corby
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Awful customer service. Broadband itself is good.
    Signed up to a shopping vouchers incentive to join Virgin Media. Vouchers should have been here after 28 days from 1st September. Nothing sent.
    Chased in November and was promised within another 28 days. Still nothing sent.
    Chased again late December. Was promised within 2 days. Still nothing.
    Also hiked the price up one month into the contract.
    Don't have an App. Can only log in through browser. Can't email them. You have to call and it takes 20 minutes for them to answer the phone.
    TiVo box much slower than Sky's equipment and less user friendly.
    Don't recommend this company at all. Should have stayed with Sky.
  • Reviewer
    Location
    gravesend
    Reviewing
    Virgin Media
    Date
    Ratings
    • Customer Service
      3 stars
    Comments
    i pay for 20meg i usually get less than 10meg sometimes less than 2meg occasionally more than 19meg
  • Reviewer
    Location
    Bovingdon, Herts
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      3 stars
    Comments
    Been with them since NTL days, but starting to seriously think about leaving them.

    My broadband has been down several times in last few weeks and twice down for 2 days at a time. I've just noticed on my last bill that they have credited me with a whole £2.22 as a 'goodwill gesture' for loss of service. Sorry Virgin Media, but you can stuff that offer where the sun don't shine! What an insult for having to put up with your lack of service.

    Something else you should know. They have no idea when their service has gone down. The only way they can monitor this, is if enough people in your local area ring them to complain about loss of service. Call centre is in India (or similar) and they are dire. If you are one of the first to ring in, when the local service has gone down again, they treat it as if it's just you who has a problem and normally try and convince you that it's your computer that's at fault. Sadly for them, I know a bit about computers and the like, so they soon get told it's their bloody lack of service again.

    Look on their website about how to make a complaint. Directs you to ring 150 from Virgin phone and there is no option there to complain. Found a number on Resolver website for Customer Services. Rung them and said I wanted to speak to somebody about a complaint. The girl said I needed to ask for a manager in the area for the reason for complaint and before I could say anything else, just redirected the call back into the 150 system. Clearly Customer Service don't have a clue what that title means!

    AVOID!!
  • Reviewer
    Location
    Merseyside
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      2 stars
    Comments
    Speed: Fantastic Speed, I usually get faster than my package should be and you can download as much as you want.

    Customer Service: Very annoying with their automated lines that you usually have to call more then once.

    Reliability: Not very good, Over the last 18 months I must of called them a good 10 times about outages (and that's only the ones I bothered to call them about) always with the same excuse NOISE ON THE LINE.

    And lastly a word of warning, keep an eye on your bills they go up often without notice.
  • Reviewer
    Location
    Lee on the Solent
    Reviewing
    Virgin Media
    Date
    Ratings
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    There has been breaks in theservice with no warnings or compensation
  • Reviewer
    Location
    totton , southampton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      3 stars
    Comments
    i pay for 20mbps but only get from 12 to 15mbps and if its peak time only 6 to 10mbps not good or happy :-(
  • Reviewer
    Location
    doncaster
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I feel I have been thoroughly taken for a ride my virgin. Everything was fine until I moved. It took a total of 9 phone calls for them to understand I live at number 1 and not number 2. I was then told by someone thousands of miles away that my house dosnt exist. They gave me a installation date but didn't change the address. I rang them and to change it from a number 2 to the correct number 1 my installation date was moved back 3 weeks. I was given another 2 installation dates and both times the technician never turned up. This cost me around £200 as I'm self employed. I dicided to leave virgin and get sky after that. I was told I owed them no money and they would send me packaging to return my virgin media equipment. 3 weeks later I had a letter from a debt recovery company saying I owed £230.01 ( may I add that the letter went to the wrong adress as virgin still hadn't bothered changing it. When I rang up to pay the bill through virgin miraculously my adress was changed straight away!!! I've never been so angry in all my life. When I rang virgin and asked what my lost revenue was worth after having 2 days off work waiting for Virgin to be installed I was given the cold shoulder and told to speak with the debt recovery company. So a word of advice. There products may work well but the companies customer services are undoubtedly the worst I have ever come across
  • Reviewer
    Location
    W3, Acton London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Virgin have the most disgusting Custer service I've seen since I've had internet have hung up on me 9 times today and kept putting me to wrong departments then to make it worse said they can help me with my question then to be told from there Scottish department they can't realy unhappy such a big company making so much money of people but horrible custermer service is wrong wen your a customer feel stressed and alarmed now way I've been treated from 24:00 to 19:19 to be told now there closed terrible do not recommend
  • Reviewer
    Location
    Northampton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I'm trying to review my package but have paid direct debit for 5 years and don't have my account number anymore or password. I cannot get passed these questions!I have never been sent an online bill as suggested. What happened to the 'pop-up customer service guide' that you could chat to? I know that I could call but I don't want to be co-erced into a new deal x
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      2 stars
    Comments
    This internet provision is painful. Too many times it is down and especially at weekends. I wouldn't recommend them at all
  • Reviewer
    Location
    Stafford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Broadband speed below expected, considering monthly charge.
  • Reviewer
    Location
    Merseyside
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I have, until now, been quite happy with my Virgin Media Phone & Internet package.
    I pay circa £59/month for phone and internet...... and have recently been informed that my internet speed has been increased to 100 Mb/s at no extra cost.
    I logged into my account and requested an increase in internet speed from 100 to 200 Mb/s at extra cost of £6.01/month...... I received an email from Virgin Media asking me to call a number "as some of the information required was missing". I called the number ; BIG MISTAKE !
    What followed was 30 minutes of high pressure sales during which ;
    1. The phone connection went down three times, and I was called back.
    2. I could barely understand what the caller was saying.
    3. The caller asked for the first, third and fifth character in my password ..... I thought only I was supposed to know my password.... obvious security implications for my account.
    4. I was coerced into 350 Mb/s internet, which I can't afford, and which has a contract length of 18months versus 1 month for 200Mb/s.
    5. I was coerced into opening a Virgin Mobile account, which I don't want, and which included the caller asking me for an account password, security implications AGAIN.
    6. When I was asked for bank details, which Virgin Media already have, as I pay by direct debit, I "smelled a rat". I told the caller I wanted my account reverting back to the way it was after which the caller still insisted I carry on with the process. I told the caller I was going to hang up the phone now, and my account should be reverted back to normal, and I hung up.
    7. Less than 1 minute later, the caller rang again and before they could say anything, I told them that our dealings were finished and I wanted my account reverting back to the way it was, and hung up.

    The initial email I was sent asking me to call them was misleading, and dishonest ; it used the excuse of needing information to subject me to a sales call ; had they said, honestly, that it was a sales call, I wouldn't have bothered.

    So here I ; still haven't got 200Mb/s internet, wasted 30 minutes of my life trying to understand a phone caller, and Virgin Media don't want to communicate with me about my email to them...... I'm still waiting for a communication from them, a week later.

    I'll leave you to make up your own mind.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I’m so disappointed with virgin media, they don’t care about the loyal customers, all they care about is money . I was try to phone them 7 times and never got throw. I will definitely be changing my supplier
    Do not touch
  • Reviewer
    Location
    Erith
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    bunch of imbeciles... we moved into a new house, and signed up to Virgin Media for phone+broadband
    They took the wrong address, then they messed up the order, so there was a lot of confusion with moving things over to the correct address, which they obviously don't have the brainpower to handle.

    Had to do sooooo many calls, repeat the same things to every single person to sort this out; still not sure everything is done correctly, will have to see the first bill, and probably contact them again.

    Oh, also, they LIE TO YOU AT EVERY TURN!!! 9 out of 10 things they told me were lies, and when I told them that because of their incompetence and lies I am losing money, they suggested that I just buy a mobile add-on and use that for internet access! So I told them that I shouldn't have to invest in anything, as I did nothing wrong, and will start looking for compensation, they told me that not being a business account holder, I am not eligible to any compensation. So, basically, they can treat you like scum and get away with it!

    Too tired now, will come back to add more later!:)
  • Reviewer
    Location
    Crawley
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    We have the top broadband package and are suppose to get 200mps, however we never get anywhere near that on a good day we will get max 50mps, we have constant problems with the broadband dropping out.
  • Reviewer
    Location
    Northern Ireland
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    Not the best network for gaming
  • Reviewer
    Location
    Leeds
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      5 stars
    Comments
    Worst customer service ever. After being put on hold for an hour, the person who finally answered the phone demanded a number 3 times that I hadn't been given. I asked him to ask me a different question and he responded by telling me to make myself a cup of tea and chill out, implying that I should ring back later and hold for another hour before he could be bothered to talk to me!
  • Reviewer
    Location
    London West/South West
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      2 stars
    Comments
    This applies to Virgin Area 21: West/South west London. High DL speeds, slow UL speeds for fibre packages (except the highest). VERY HIGH UTILIZATION in this area. Your connection will be nuked even during non-peak times. This is even after an upgrade in the area, so expect issues in this area until 2020.

    Not that they will even tell you this, they'll just say there is a connection problem, but not make this known when you login to your account to check any issues with broadband, you'll have to find this information out if you complain. Not very transparent simply because they oversell their network and don't invest in improvements until their market research shows unsubscribes. As a loyal customer of more than a decade, they will not head your complaints, they only listen to money - if people leave, they will do something about it, but only if enough leave.

    If you live in West/South west London, your bet is to use BT's Openreach network, which is much more reliable. Virgin peak speed - <10% of what I paid for.
  • 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
    WYTHENSHAWE
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      3 stars
    Comments
    I used to work for virgin and was selling it like it was an amazing servo e and thought I knew everything about it.....WORSE MISTAKE I EVER MADE. Becoming a customer after I had moved into an area that allowed virgin I was excited to finally have the service.....i hate it half way through a programme it shuts down on Netflix or hay u I never get to watch what I want iv applied to go back to sky immediately I can't wait.....dont get this service most of u will regret it and our bill went from 50 to 90 pounds and there's nothing you can do once your in that contract...never been reimbursed for any loss of service as everyone we call up the message says they're aware of the fault n never let u speak to anyone it's disgusting do t bother with it.
  • Reviewer
    Location
    Cheshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Why do I only get a satisfaction survey after a satisfactory telephone conversation? Perhaps it's a language problem when dealing with someone who's first language isn't English. Perhaps it's just me?
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      3 stars
    Comments
    WiFi just Disappears intermittently. It is incredibly frustrating
  • Reviewer
    Location
    Hayes
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Virgin media has a reputation but not able to provide good customer service.
  • Reviewer
    Location
    Nottingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    If you're reading this with a view to using VM, just don't, please god just don't! Worst customer service ever experienced, they switched my service off "by mistake". 72 hours later 9 phone calls, 15 people spoken to, still no service. "wait another 24 hours" - waiting for god!
    Use BT, plusnet, sky, a piece of string and two paper cups...........just don't use VM. Unless you're into BDSM & enjoy pain! Totally useless, total & utter incompetent customer service, in fact that's a misnomer - no customer service! I loathe & despise them with a passion beyond belief!
  • Reviewer
    Location
    Essex
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      3 stars
    Comments
    I've been a Virgin customer for more years than I care to remember (anyone remember Telewest?). Until recently I could not fault the service apart from the odd couple of issues that were resolved very quickly.
    However, in the last six weeks I've had constant issues with my internet connection dropping for a few minutes at a time. This happens between two and five times an hour. Gaming or streaming media is impossible. Being from an IT background I have a better understanding of what the issues might be and what might be involved in fixing them.
    I'm tired of constantly being stonewalled by their customer support when I try to find out exactly what is going on. Being told to "check back in a week or so" really doesn't cut it.
    The fact they seem incapable of resolving the issue is worrying. If my company took this long to resolve a fault somebody would be out of a job. Rather than offers of credits on my bill, I'd rather just have a service that works.
    Virgin Media is out of touch with what really matters to customers and I think they will find that despite offering cash bribes to keep customers placated, many (including me) will start moving to alternative service providers.
    I no longer have any confidence in Virgin as a service provider. Their customer service is pointless. Their engineers are clueless and yes, I'm really p***ed off with the lot of them.
    I wonder if any of their senior management read these posts and realise just how much in danger they are of seeing an exodus of people leaving them? Would it make any difference? I doubt it. Prove me wrong Mr Branson.
  • Reviewer
    Location
    Heathrow
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    signed up for VM ON 26 July 2017 with a good 12 month deal that i was quite happy with. 11 days later I get a letter saying the price was going up by £2.99. I called customer service to see what was going on, their reply was 'its unfortunate we had to put the price up so early on in your contract but thats the way it goes sometimes'
    Do I need to tell you I went potty. VM gave me the option of cancelling my contract, which I took them up on. They couldn't care less whether or not I stayed.
    On the plus side I have to admit the speed and reliability was very good but their attitude stinks
  • Reviewer
    Location
    livingston
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      3 stars
    Comments
    it is all about sales with virgin , i have the top 50mb package at 45 pounds on it own and never have had anywher near this speed on avg over 26 weeks my speed was 11mb, virgin unhelpfull staff point out that 50mb is not what was promised at all, it is up to 50, not 50, most expensive but no where near the best, if the drinks industy sold beer in up to a pint but only supplied a pint once in a blue moon no one would buy beer, out and out dishonest
  • Reviewer
    Location
    Carbis
    Reviewing
    Virgin Media
    Date
    Ratings
    • Customer Service
      3 stars
    Comments
    Never reached what I'm paying for in all the time I have been a customer. Stopping tomorrow

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