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
    3.1 stars
  • Customer Service
    3 stars
  • Speed
    3.1 stars
  • Reliability
    3.1 stars

Based on 11469 customer ratings since 2018-05-22 (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.

3009 Customer Reviews for Virgin Media

Reviewer Location Reviewing Date Ratings
Worst service ever!!! Everytime we have a internet connection all they do is book a technician to come and check their equipment! And after receiving tens of messages about their appointment sometime the engineer doesn’t even turn up! When he does turn up he says no issues you are in a area where virgin connection is slow so this happens!! They take your money for the whole month! Make you take days off work for their engineers not to turn up!! The customer services staff are rude and have no solution other than booking an engineer! To avoid at all costs!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Mitcham Virgin Media  
Paying for 100MB with TV and Phone. TL;DR, unreliable equipment, frequent engineer visits, incorrectly processed original order and nowhere near the promised speeds.

Engineer came out and installed, all seemed fine. Two days later we were getting sub 1MB a lot of the time. Engineer comes out again, new router.

We joined in July, have had 3 engineer visits (not including installation). the superhub was replaced in less than a month from installation, and we still have to reboot the damned thing twice a week. Our old router was about as simple as you could as for - no WPS, didn't support encryption higher than WEP, but if we rebooted it twice in a year it was notable.

When we ordered, we upgraded to the larger TiVo box. Got an order confirmation with the upgrade on it. About a month after the installation, we noticed that it was filling up VERY fast. Took at look, but nowhere on the box or in the settings does it actually tell you the drive size. Called them up, they didn't know how to tell either, so I asked them how much the 1TB version should be able to record and established that mine only had half that capacity. They apparently checked my order and told me that there was no upgrade on it. I had the confirmation email in front of me, but I was wrong. I then had to get another one sent out, send the old one back (so I lost all the stuff I had series linked in the old box) and they were going "well, we'll charge you £50 for the upgrade" and telling me they hadn't billed me the £50 on the original order. I made it very clear to them that if they did charge me both I'd be taking it further.

The real aggravation however is the speed. We changed from talktalk because we were paying for 20 and getting 6-8 (so 30-40% return, probably because of old hardware). Right now I'm paying for 100MB and its rare that it goes over 50MB. I'm pragmatic, I know that 100 doesn't mean 100, but I was expecting ~70MB from them with all the new hardware. I've started a folder that's just screenshots of the speedtests, showing how bad they are. Engineers come out, go "no, its showing me 100MB on this speedtest, I know you've got 15 screenshots from the last 2 weeks where its below 20, but I can't reproduce it so bye".

We only changed this year. Will probably look to change again when the contract expires.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    1 star
Borehamwood Virgin Media  
I have never been so angry and disappointed with a product in all my life. I have had virgin media since the beginning of August and I have had nothing but bother ever since. First was that I was given a date for install and when the engineer arrived it was only to install tv and nothing else and they said that if I was to accept the install we would have to pay extra to get the broadband and phone installed, I refused as that was not what we had ordered. This happened for the second time and for a third time, we eventually got it all installed after a long wait and a few wasted days off. I have complained many times about my broadband not being the speed that I am paying for. Also I got the wrong contract as when I first ordered my bundle I asked for sky sports and it wasn't put on my account. When I phoned about this they wouldn't believe me and I finally spoke to someone who asked me to send the paperwork to prove that I had ordered it. I have now had 2 engineers out to look at my broadband and the engineer that was out today said that we should be able to get our contract cancelled at no extra cost as we aren't getting what we are paying for. We only get WiFi in one room and when you go downstairs we get no signal. The customer service that I have received has been the worst ever, I wait on the call for over an hour and then just when I'm starting to talk to someone finally, they hang up, this has happened 3 or 4 times now and no one ever phones back which then means I have to call back and spend another hour waiting to talk to someone and I always have to start again which takes a long time to tell them the whole situation again. I have asked repeatedly to cancel my contract and I keep getting told I have to pay £240 cancellation free. I do not agree with this because I am not getting what I have been paying for. The engineer that was out today said that I was to call at 7pm and by that time his report would of gone through, but when I was on the call to customer services they said that they didn't understand the report. I have been told so many different things about it all, I even had someone on customer services tonight tell me that they can see I've been using my phone but how can that be when I don't have a phone connected, when I said this to the guy he quickly changed his story to say tv not phone, and I think it's terrible that you can charge someone a cancellation fee when I am not getting what I'm paying for. I have been told that Virgin had tried to call me and left voicemails which they didn't, I have had enough of it all and I'm going to take this further now.
Regards
Atef
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
CURRIE Virgin Media  
I have never been so angry and disappointed with a product in all my life. I have had virgin media since the beginning of August and I have had nothing but bother ever since. First was that I was given a date for install and when the engineer arrived it was only to install tv and nothing else and they said that if I was to accept the install we would have to pay extra to get the broadband and phone installed, I refused as that was not what we had ordered. This happened for the second time and for a third time, we eventually got it all installed after a long wait and a few wasted days off. I have complained many times about my broadband not being the speed that I am paying for. Also I got the wrong contract as when I first ordered my bundle I asked for sky sports and it wasn't put on my account. When I phoned about this they wouldn't believe me and I finally spoke to someone who asked me to send the paperwork to prove that I had ordered it. I have now had 2 engineers out to look at my broadband and the engineer that was out today said that we should be able to get our contract cancelled at no extra cost as we aren't getting what we are paying for. We only get WiFi in one room and when you go downstairs we get no signal. The customer service that I have received has been the worst ever, I wait on the call for over an hour and then just when I'm starting to talk to someone finally, they hang up, this has happened 3 or 4 times now and no one ever phones back which then means I have to call back and spend another hour waiting to talk to someone and I always have to start again which takes a long time to tell them the whole situation again. I have asked repeatedly to cancel my contract and I keep getting told I have to pay £240 cancellation free. I do not agree with this because I am not getting what I have been paying for. The engineer that was out today said that I was to call at 7pm and by that time his report would of gone through, but when I was on the call to customer services they said that they didn't understand the report. I have been told so many different things about it all, I even had someone on customer services tonight tell me that they can see I've been using my phone but how can that be when I don't have a phone connected, when I said this to the guy he quickly changed his story to say tv not phone, and I think it's terrible that you can charge someone a cancellation fee when I am not getting what I'm paying for. I have been told that Virgin had tried to call me and left voicemails which they didn't, I have had enough of it all and I'm going to take this further now.
Regards
Atef
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
CURRIE Virgin Media  
Tried to install Virgin superfast broadband in my new home after being pleased with the fast speed in my old home and putting the lengthy delays for installation down to one-off problems that would not be repeated. Total nightmare!

Booked installation on three separate occasions. On each day, you are asked to take a half day off work but nobody turns up and the format of my day was identical:

1. Lots of promises from a helpful sounding phone team all day long that the technician was on his way to my home, held up but would definitely come albeit late. Every time that you phone them, you are made to wait for 10 - 40 minutes (whilst paying for the call if your Virgin phone line is not yet installed).

2. Around 7pm to 8pm each day, the technicians switch off their phones and go home. The helpdesk people then admit that they cannot get through to the installation men any longer and ask you to call back in the morning to rebook another installation day.

3. Call back next day (another long wait to be answered), only to be promised the "first available new installation date" a couple of weeks away.

4. This cycle repeats itself endlessly with no actual installation.

Other issues are:

a) your contract arrives with a higher price than you agreed to. This also occurred on every occasion that I renewed at my old address. You phone up, only to find that your old price has mysteriously disappeared from their system and settle for a new price. A contract for this lower price is promised but NEVER arrives. Result: the only paperwork that you possess is for a much higher price than you ever agreed to.

b) Issue (a) above is irrelevant really because one or two months into your 12-18 month fixed price contract, Virgin will increase your prices anyway. Expect two or three price rises during your 12-18 month "fixed price" contract as this is what I regularly had at my old address. Each time, you have the right to threaten to leave (without penalty) and renegotiate a new contract, but of course this involves the long wait for the helpdesk and hassle that you could do without.

(c) If you find yourself still having no installation after three booked appointments, you switch to another broadband provider and then have to argue with Virgin to get your money back, with more promises of new dates for installation.

Yes, the service is fast and cheap if you ever actually finally get it installed and are willing to fight over the price every 3-4 months, but if you actually want a reliable installation with a company that you can trust, then Virgin Media is not for you.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
West Midlands Virgin Media  
Generally there are no problems with the broadband but once something goes wrong it takes days to get fixed....at 11:30 at night the internet just got disconnected and after contacting the customer service all they said is that it will be fixed next day by 4 pm. They never said what the problem was. At 8pm i tried to contact them and the automated service told me it will be fixed next day at 12 :30 but somehow i highly doubt that. Terrible customer service they cant be bothered to send an email telling us why or what they are doing to fix the issue, i have to keep chaing them. Even though the distruptions dont happen often once they do it take days to fix it, i had similar problem with the same provider before as well so i can say from personal experience that its not that uncommon
  • Satisfaction
    3 stars
  • Speed
    5 stars
Stoke on trent Virgin Media  
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
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Manchester Virgin Media  
Poor service. A real pain if you need to get anything like the service advertised or indeed pay for.

I would prefer to give 0 stars for customer service
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hove Virgin Media  
Made at least 6 calls and each time the customer service manager gives a different price for a same service - it takes a lot of bargaining and their words are very unreliable. The website does not show the link to where i can cancel their direct debit-that page is "oops this page is not working".
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
london Virgin Media  
Awful, awful, awful. In less than 8 weeks with these jokers service has gone down twice.

The second time, when i tried to call, a robot informed me it was for network upgrades and would be out for 6 hours. Smack in the middle of the working day.

No warning, no contact, just service cut. Lost work time, lost trade, loss of revenue. No contingency could be planned for as no warning was given.

Do not go with these clowns.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Farnborough Virgin Media  
I am appalled by the way I've been treated by Virgin media! I've been a loyal customer of theirs for over 5year now. When the engineers came to install my new neighbours internet. They managed to disconnect my internet during this time. I informed them immediately as I was working from home. These charming engineers refused to fix it immediately as they wanted a new 'job number' and left- refusing to accept responsibility, leaving ransoms cables strewn across my front lawn. I thought the people at virgin would want to protect their customers by getting my broadband reconnected immediately. The customer service member I spoke to, who appears to be based in India was most unhelpful. He offered to send an engineer in a week! So this meant a week without internet access at home! I also had to argue why I refused to pay for the week I had no internet. (Apparently the logic was lost at customer service) A second phone call eventually led me to U.K. Based personnel who seemed to be more proactive and promised an engineer out by today. After not hearing back from them, a final phone call back to helpful India, led me to being abruptly informed that things stood at me waiting for an engineer on the original date. Threats to cancel my subscription was met with 'that's ok'. I am shocked that this is the type of service I have been offered in light of virgin's mistake. In gaining one client they have lost another. I have cancelled my home's broadband and telephone connection as I am self employed and often work from home. I strongly advise that people steer clear of this company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
London Virgin Media  
Virgin media by far is the ******** broadband provider going.
Every single day we have problems where there is no internet connection , we are paying £35 for the fibre optic broadband and its just *****. We are sick of complaining and nothing getting done . If anyone is thinking of getting virgin media, save yourself the time and your money. You will only be dissapointed. Even the sky £7.50 basic package is 100% better.
Newcastle Virgin Media  
Worst possible services in all spectrum of services provided by Virgin. Tv offers nothing special at all while it is expensive compared to others. Their broadband is the biggest lie, it doesn't work upstairs when hub is downstairs. The price goes up frequently and customer service assistants would lie. They don't value customers and their loyalty at all. Hell hath no fury if you want to cancel, didn't think twice before coming out of contract paying oddless fees. Worst service provider from my experience.
  • Reliability
    1 star
Luton, Beds Virgin Media  
These guys are like smoking: it's bad for you, but if you were stupid enough to start, it is difficult to get rid of it...

So, this provider will treat you like you are second-grade, will not try their best to solve problems, and will just repeat things things you said back to you (I never understood why do people do that? I know what the problem is, I just told you about it, don't repeat it back to me and make it sound like YOU discovered it!).

the broadband service itself is tolerable, but the customer service is absolutely disgusting! keep messing things up, wrong bills, no internal communication, took them almost a month to set things up because they took down a wrong address!!! how difficult is it to pick the right house from the dropdown list?! will leave as soon as I can unless things improve dramatically.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Erith Virgin Media  
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!:)
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Erith Virgin Media  
We were due to transfer to virgin phone, broadband and TV on 18th June 2015. Installer for internal connection kept appointment and was very helpful However installers to connect box simpler failed to keep appointment so we have no service luckily existing supplier of phone and Broadband did not discontinue service. I complained to Virgin and installers are due to come back on the Saturday meaning we have to cancel our weekend plans
Virgin promised seamless trouble free change.
This is anything but
Stanmore, Middlesex Virgin Media  
Broadband service is 100Mb, and in the day it's fine, but the evening is more like 4Mb. Raised this with Virgin Media, they sent an engineer and they replace the hub. Now get the issue in the day as well as the night and the broadband hub is reporting errors, but Virgin does not want to look into errors from their software, instead send me a deadlock letter (so error exist, virgin refuse to check the errors), i guess its easier for them to hope i leave them..
London Virgin Media  
There are no words to describe the ineptitude of the staff working there let alone the speed of internet and the fact that the television gives up all the time necessitating a plug switch restart several times a day. Joy of joys. An absolute joke. Avoid unless you are into agonising waits for internet/television or are just plain wierd.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Raynes Park Virgin Media  
Diabolical service. I contact Virgin almost every week because of my slow internet speed. This has been going on for years. They have never been able to fix it and I pay for so called fast speed broadband: I’m going to the Ombudsman about this because ii am paying for a sub standard service and they only offered me a refund of £10!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
ST. helens Virgin Media  
Ok the broadband is good - From my experience I can't complain about that, But then you have a Tivo box which was slow and hardly ever worked. Customer service at Virgin is so bad words can't decribe it. It's as though they are deliberately trying to loose customers? Used to be great company to deal with but something seems to have gone seriously wrong. On top of this prices went through the roof. I was a customer for over 16 years but was treated with Disdain so cancelled and went with Sky. Wow what a deal and the Q box is amazing. Also when you call they provide amazing service - really top notch. Funny thing: When I cancelled Virgin they pestered me for weeks trying to get me back with deals that they would not offer me when I was a customer of 16 years? Laughable really
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Birmingham Virgin Media  
Absolute AWEFUL company. No respect or care for existing customers. After 6 years and £3k of bills, I am not allowed upgraded/current equipment without paying through the nose for it, meanwhile they keep putting up your bills every few months and this effectively forces you to leave or pay over the odds. Going to look into mobile 4G, tethering, wifi hotspots and streaming tv from my phone, as I suspect it will be cheaper, more reliable, and easier than dealing with idiotic companies that have no common sense. Not happy with Virgin at all, avoid at all costs.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Bournemouth Virgin Media  
After umpteen texts and emails from virgin stating and confirming the installation date, they never turned up, wasted a days holiday waiting in. Got through to the customer service department and they stated that the installation date had been delayed due to construction problems. Why had they not bothered to tell me? Rung up BT and asked about returning, no problem, put me on a better BT package and cheaper then old BT one. Never again!
  • Satisfaction
    1 star
  • Customer Service
    1 star
Ashford Virgin Media  
Absolutely sick of Virgin
I have been with them nearly 30 years!
Tried to leave today quoting expense old equipment
They were not interested
They know they have got you.
Will not change for modern equipment so stuck with old obsolete box
Why can’t you you just let people leave?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Warrington Virgin Media  
Extremely poor customer service, no connection form2
Months no one cares, speed is a big lie
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
This is a crap company with poor service. I don’t recommend anyone. from October
((around 3 month)6 times I hade disconnect internet and around 20days I had no internet. Which is affect my business. virgin customer service is very rude and bad. When I am call to virgin always they keep me wait on phone around 50 minutes
Virgin need to grow and need to learn how to respect customers
My account reference number with them: 303587301
ha4 6lr Virgin Media  
Nothing but problems. Broadband disconnects randomly for long periods. Speed is slower than sloth at busy times.

Customer service is non-existent only when we come to move house do they suddenly up their game. When they find out Virgin aren't where we are moving to, they offer this "third-party" service, who try to hard sell their package to us, and who keep calling and won't leave us alone. Lucky we only gave them the land-line number which is due for disconnection on Friday as part of our move.

Advice here - DO NOT sign up to Virgin.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Nottingham Virgin Media  
Only been with Virgin for a couple of months, terrible system, terrible service, customer service is a total waste of time.
Dumping Virgin and going back to Sky, 30% cheaper as well.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
London Virgin Media  
Virgin Media are complete rubbish! I've had problems with my mobile, especially when I am abroad. The sound on my TV doesn't work (though sound with my DVD player does, so it's not the TV). My broad band keeps shutting down almost every night now since they changed their format on the e-mail site a few weeks ago. What on earth is happening to them. I'm about to change everything and dump Virgin Media for good.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Edenbridge Virgin Media  
Utter rubbish. Can't watch Netflix without the picture rebooting then freezing on 25%, a common fault judging by other people's comments. Can't watch iPlayer without it freezing. Can't watch playback without picture freezing. £70 a month for dozens of rubbish channels full of adverts and can't watch Netflix/iPlayer/playback. Totally ruined my viewing of Glastonbury weekend.
Contract getting cancelled when it's due renewal.
Yorkshire Virgin Media  
Been complaining for months about the
internet service from, can't remember the last evening that we could watch a programme without in buffering. Paying £50.31p for vivid 150 optical fibre which should mean 150mbs been get 1.80 or 1.67 or 4.93 etc. But it's nothing to do with their service everytime they check it they say it's fine. NOT FIT FOR PURPOSE!!
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Seabrook Kent Virgin Media  
Absolutely disgusted.been mislead and lied from start to Finnish. Been charged for services haven't got anymore and when complained was first told to ignore the bill and would receive a new one. Found out they had charged me anyway.when rang again and was told that Thier notes say I was ok with the bill. When ask to speak to a manager was told to hold the line but they hung up. Rang back same story asked to speak to a manger told to hold the line then hung up again, don't use them.
  • Satisfaction
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Cheswick green Virgin Media  
Appalling service, I am not sure what is worse the customer service or the broadband! I have been a customer for many years but not through choice! Everytime you change anything on your service the automatically renew the contact for 12 or 18 months. The broadband decides to work when it wants to work and the speed is no where near the advertised speed. As for customer services, I don't see the point the do nothing, know nothing and help with...you guessed it nothing!!!!! You'd be better burning your money on the fire
  • Speed
    3 stars
  • Reliability
    2 stars
Leeds Virgin Media  
Very few problems and the call centre if I need it are always helpful. I can't see why I'd change and risk another provider like the over-priced BT.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    4 stars
SOUTHAMPTON Virgin Media  
Good bradband speed with very, VEERY bad router. The point is the customer service is rubbish. Curently awaiting to speak to someone while writing this review for the secont time and waiting in a cue at the moment 51minutes. Just changed my mind and cancelling as customer service is totally crap.
  • Satisfaction
    4 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Rothwell Virgin Media  
Virgin's representative knocked on my door more then a year ago with a fantastic offer. Full tv bundle, fibre broadband and free weekend calls for £30. I couldn't believe it. I was assured this will not change unless I decide to change package. Yesterday morning I received a bill for £74.99 instead of £30. When phoned them, I was acknowledged that my contact has expired, as well as the discount and that I should have given a 30 day disconnection notice if I wasn't happy with the service provised. At that point I decided to leave but because of the 30 day notice I will be charged another £75. Even though I should have been aware of it and read terms and conditions of a contract carefully, I still think it is a disgusting tactic to rip the customer off.

Stuff you face with my money virgin. Hope you'll fell better after robbing a poor foreign student.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Leeds Virgin Media  
virgin media has been shockingly bad in the past year, i didn't think it was possible to be this bad in 2018, the Internet is basic needs nowadays like electric and gas. I have been told they have utilization issues for over a year now which basically mean they signing up people without having the ability to provide the service they promising. they keep pushing back the date of the repairs every time I call,
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham Virgin Media  
PRETTY AWFUL SERVICE TO BE HONEST.
We have patchy reliability and the speed often dips, the cost has been going up year on year but the service is still poor. Changed bank accounts and the DD glitched for just one month and they charged us and additional £10!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Cheshunt Virgin Media  
I wish I could provide less than one star!
After signing up and being assured I would be able to get broadband up and running using their quick start package that they sent (to the wrong address), I then found out I needed a virgin socket installed and would have to wait a week for an engineer to come out. He was due to come out yesterday, I was given a timeslot between 1pm-6pm, got a phone call at 5.55pm to say he would be late and he couldn't promise he would be there by 7.30 (I had to leave for work). Was on the phone for over an hour only to be told he had three more jobs to complete for he got to me and there was no guarantee he would even make it to my house, when we were hung up on by the customer service line. We rang again to be told he wasn't coming and the next availble date for an engineer to come out would be a week later - then I get a bill off them for £74, two months payment up front and a £20 activation fee, when I have no service and nothing has been activated!! They are utteraly appalling. DO NOT use Virgin Media.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Liverpool Virgin Media  
When I get a chance I will be leaving virgin, I reported an issue on 7th July, an engineer didn’t come out until 10th, he came back out on 11th to put a new cable into the house but then told me he couldn’t as they neede permission from the council to dig up the road. He then came back on 12th and tried replacing the kit incase that was the issue but it wasn’t. I rang virgin on 13th to find out what was going on and they said they needed wait for the engineers report and they would call me on 16th. I had no call and when I tried to call I had no answer. 17th today, I got through to someone and have now told me they are only just booking it in for 27th so if I didn’t call then I don’t know how long I would have been without it. I work from home 2 days a week so you can imagine how frustrating this is for me. I don’t rate Virgin at all, all they could offer me is money off for the loss of service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Eastleigh Virgin Media  
5/8 box installed- technician went outside to check signal 'bad news' you need a repull ... Nightmare begins . He took all the equipment away , otherwise I'd have to pay from that day!
12/8 technician turns up 9am and didn't know anything about repull . He out the box in and two construction men turn up to lay cables . I had 8-1 slit they promise a 4th chap would come the same day to do the repull .
I rand virgin 5 TIMES that day , and been robbed off by advisors India and lied too to get me off the phone .
Outcome - no service . Call 5 established that manager will call me tomorrow as repull has been rescheduled for 21st August!!!! What a joke this company is .
Don't be drawn in by flashy adverts or prices as their service is very very bad , infact one of the. Worst I've ever experienced . 5th call today lady an hour and I've put in a complaint that could take 28days for a reposnse ! Shocking .
Very person from virgin has lied or fobbed me off , wish I'd stick to BT
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham Virgin Media  

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