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 7410 customer ratings since 2020-05-14 (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.

3,782 Customer Reviews over 95 pages

  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Comments
    After 9 years of being with Virgin Media I have now finally left them and just joined up with Sky. Never known a company with such poor communication between not only me and them, but also between them and their colleagues!

    I moved house 3 weeks ago and when my installation for transferring my services came there was a problem. The cable that runs under my drive way was basically damaged. Virgin media wanted to dig up my drive, being a newly brought property with a newish driveway I refused. Several different engineers even told me that Virgin Media will make a mess of the drive. So at this point I spoke to an area manager whom we discussed an alternative route for new cables to be laid.

    I was told the cables needed to be laid before my new installation date and that someone would be out. This didn't happen and I continuously rang them up until my new installation date on the 27th September to say that my cables still hadn't been laid. I was assured that the engineers coming to do my installation would be laying the cables and doing the installation.

    Surprise supirse when the 27th September came (yesterday) the engineers turned up and said they aren't qualified to lay new cables and are only here to connect my boxes up. They then rang the area manger that I had previously spoken to, he assured me that a construction team would be out that day to lay the cables so the two engineers that were here could complete their job. Guess what, that never happened, these poor engineer guys kept coming back out during the day to complete their job only to find everytime that the construction team still hadn't been!

    I then rung and complained as was assured by a lady at the technical team that the installation would be completed by the end of the day. So 5pm came and the area manager decided to ring me and ask me "Are you sure you don't want us to dig up your drive?" This is a question he had already had an answer to over 2 weeks ago when I told them NO. I them asked if the team were on their way and he said no he had been in a meeting all day so was unable to arrange it!! This was a blatent lie aswell as several times when the engineers arrived here throughout the day they was on the phone to him! So he basically had no intention of arranging this work to happen even though he had 2 weeks to do so after my first installation was meant to happen. Therefore I sat in all day long yesterday under the false pretention that I would be all connected up!

    I advise if you are thinking of going to Virgin them DO NOT. The centres just tell you anything to get you off the phone and are no help whatsoever and the managers are even worse.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Comments
    Worst Company ever, I can't close my account for 2 months. They hang up or say that someone will call back for months.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    I have signed up to 100mbps broadband but it struggles to meet 50mbps or a number of occasions and no customer service/follow up at all.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Virgin media have lost the plot and keep raising prices for lesser service. You pay Virgin more than SKY for less channels and phone yet Virgin every 6 months raise prices and then when u renew increase again. WELL GOODBYE..AND THANK YOU SKY.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Been a Virgin customer for 16months and subscribed to and been paying for 350mb broadband and tel line. In 16months I have yet to experience a single week where the broadband is actually what virgin promised to deliver and what actually I pay for!!!! ie anywhere near the 350mb, instead I have Ookla tests (approx 70-100 recorded test) on my phone for the last 12months and they consistently show broadband speeds of around 30-70mb!!!! I have rang up
    Virgin customer services on at least 10-12 separate occasions comparing about the lack of service and after 4 engineer visits and 9 months the problem is still there and yet to be resolved!!! Engineers acknowledge problem but make small fixes and leave and problem literally returns as soon as engineer leaves! Last engineer could not even get speeds of 100mb!!
    No offer to recompense loss of service and to date continue to charge me full price for the service eventhough they completely failed to deliver the service promised! Cannot even offer a date where problem will be resolved!!!
    I cannot wait for any other provider to offer these speeds as I will switch instantly and never return to Virgin.
    I would strongly advise anyone looking at Virgin as a supplier to avoid this company and disgraceful service and look elsewhere!
    Terrible unprofessional company that don’t even have an email address for customers to make any complaints or feedback!!!
  • Reviewer
    Location
    Birmingham uk
    Reviewing
    Virgin Media
    Date
    Comments
    I would request all of the UK citizen please do not take a contract from Virgin Media, one of the worse customer service , I ever experieced, I can give a example , I was talking to a manager he is from Philippines his name is Ian at one point of our conversation Mr Ian telling mr of saying shut up ! I was fully shocked all I ask him can you please explain me how much I paid so far ,why my bill is so high.
    So please think twice before you buy there product and please bare in your mind about the service. Thank you very much for reading.
  • Reviewer
    Location
    Birmingham, West Midlands
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Please, please, please for your sanity and peace of mind, don't go to this company for your home phone, broadband or any other service(s).
    Listening & "hearing" you as the customer is not a privilege you can rely on when liaising with this company.

    You'll get more from watching paint dry or picking yer nose, the choice is yours!!
  • Reviewer
    Location
    Blackburn
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Very unhappy with the customer service level of virgin media. Complain about the speed of my premium package kept fluctuating badly they said they couldn't do anything about it if the device was not connected via ethernet cable. I asked them to help me out they said yes but they would be a £99 callout charge for moving the router upstairs from downstairs. I waited for a week and one of their "engineers" came he literally stapled a cable to the barrister of the staircase and threw a large amount of cable wire upstairs, leaving it lying on the top of the stairs saying he could not do anymore. I had to spend the rest of my day sorting the wiring out neatly. Do not recommend this company, the customer database is big enough they don't care about new customers.
  • Reviewer
    Location
    Blackburn
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Stay away if you have any sense.
    Appalling service, very unreliable broadband and TV not much better.
    Always putting prices up and not very good at being honest.
  • Reviewer
    Location
    Blackburn
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    absolutely insulting customer service, they are trying to charge me for a months worth of internet i haven't had, i cancelled over a month ago and they sent me a bill of over £100. They said when i signed up that installation was free, they charged me £50. I'm currently charging them for every email i respond to. they actually swore at me down the phone. I had great speeds when i had it, just god forbid you have to deal with a issue with them.
  • Reviewer
    Location
    Blackburn
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    Customer service is a joke. I called to cancel and i was transfered to 5 different people over an period of an hour and a half. Taken through security every single time, the 3rd person didnt even tell me i was being transferred and the 4th said i wouldnt be transferred and he was sorting it. 20 minutes later, the 5th person answered asking how he could help me. Now ive been forced to just cancel the direct debit with my bank, which is almost as simple as the customer service team.
  • Reviewer
    Location
    blackburn
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Rabbis service, they have disconnected my broadband without inform me before my contract end I already paid in advance, I have lost my half day work and no internet during my son uni exam, when I tried to contact to customer service they did not know about my disconnection they keep transferring different departments almost for two hours, finally admitted they have disconnected by mistake I will get my service back in 72 hours, I asked for compactions they have clearly refused. Very bad service for big company. I think someone need to take legal action against about these of type service.
  • Reviewer
    Location
    Blackburn
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      2 stars
    Comments
    Absolutely disgusting company to deal with. Took up the offer and was given installation date of 30th September. Engineer arrived and said only been instructed to install tv and broadband not phone as oversubscribed in area. Virgin obviously didn't care to inform me of this prior to sending engineer out for the install. Rang them as the engineer left and was passed from department to department till finally spoke to preinstall dept. Told me there was no problems with being oversubscribed and would arrange for an engineer to come back out on the 4th of October to install phone. In the meantime the tv and broadband kept disconnecting and reconnecting from the service. Today the engineer came out only to repeat what the first engineer said on the 30th... instead of connecting phone, reconnected broadband and tv and commented on how badly virgin wee managing the install. 2 agreed installs later rang again to be passed from pillar to post only to be told they were going to charge £55 P/M due to not being able to install phone and this was the cost of the tv and broadband package I had been put on without the phone. Swiftly told them to stick it as was their fault didn't inform me sooner and due to sending engineers out twice to hook up phone only to fail to deliver. Told me if wasn't happy to cancel. Told him i wanted to put formal complaint to which i was told i couldnt if i was going to csncel...so it was a choice between cough up more money for a reduced service or suck it up and complain which they would probably do naff all about. Went through to cancellations who then told me it would take them 30 days to refund me. Absolute farce of a company...over 4 hours wasted on the phone and to top it off lost our number we were porting over from sky. No apology...not one advisor accepted responsibility just kept passing the buck and if I dared to speak against them cut me off or transferred to another random department. Brought back memories of why I left in the first place years ago. Hope this company dies a horrible death will never be taking out any of their services again...
  • Reviewer
    Location
    Blackburn
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    It's just awful, i have 70mbs yet it works like 1mbs
  • Reviewer
    Location
    blackburn lancashire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    when speaking to a customer adviser you find you are speaking to somebody abroad they dont seem to understand English and after 20 minutes on the phone i gave up
  • Reviewer
    Location
    Blackheath
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have been a Virgin customer for a long time and am fed up reading advertisements from Virgin telling me how fast my broadband is when it patently is not. The service offered by Virgin in SE3 is both unreliable and slow and all my conversations with Virgin end at the same place - they give me all kinds of flannel as to what it could be before they finally admit that the service in this area is overloaded and advise that I should try to change my broadband channel at busy times (it's like being a CB radio ham in the 1980's, good buddies!). I presently, and allegedly, have "up to 50mb of super fast broadband" - or if you ask them enough questions Virgin confirms that the 50mb is the maximum, they actually guarantee no minimum speed (if you are using a wifi connection).
    It amazes me how broadband, a service that is essentially a utility now, can be so patently mis-sold, if a gas or electricity supplier provided a service as unreliable as Virgin they would go out of business.
  • Reviewer
    Location
    Blackheath, London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have been a Virgin (NTL) customer for 12 years, and the broadband reliability in SE3 is terrible. I have contacted Virgin at numerous times over the years in an attempt to resolve this - and been given all of the typical, and very tired "fixes" (eg. turn in on & off (yawn), change channel etc, etc). However, the reality is that the service is overloaded and inconsistent. The only thing worse than putting up with the sub-standard service offered by Virgin is trying to contact them to resolve it - last week I made 2 calls (therefore wasted about 1.5 hours) and was unable to even get through to Virgin's technical team (the people who say "have you tried turning it off and on?") - they're too busy solving problems to answer the phone. I also have Virgin TV - not quite as bad as the broadband, but it its own way slow, and painful. In summary, the services, and support offered by Virgin Media are a bad joke.
  • Reviewer
    Location
    Blackpool
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Worst internet ever and customer service is one of the worst there are rud and helpless.clueless and worst of all is the way the go on and on with the security details. Jokers
  • Reviewer
    Location
    Blackpool
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We are constantly losing our connection, we never get to watch a complete episode of anything without having to wait for broadband to reconnect. It's such a nightmare. Even worse when we pause something and press play after a while, it's so frustrating when you've worked hard all day and just want to sit and relax with your family.I would definitely give less than 1 star.
    Customer service is ok though and they sent out a booster, but no difference was made, 2 of the bedrooms still cant recieve broadband and we've followed all the guides to improve connection. Nothing has helped. Just paying for nothing every month.
  • Reviewer
    Location
    Blackpool
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    We have the big kahuna package and the Internet connection is great and worth the money in that respect. As for the stupid remote- it's an utter nightmare!! You try using you tube- I swear, it makes you want to put your foot through your own tv!! Couldn't be more painful, it's slow and doesn't reckognise what you're typing, it doesn't do the space between words when you do it, it adds letters.. All sorts!! It makes the money paid become unworthy because you get that angry that you can't cope!! Please sort it out!! It makes me want to actually cry!!
  • Reviewer
    Location
    Blackpool
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I thought virgin media was a good , large company that was well established and would provide a brilliant broadband service. We could have got a cheaper package from other companies but we thought virgin media would be best.

    How wrong we're we.

    Broadband is so unreliable, goes off all the time and keeps disconnecting. Had a new router sent out to us and two engineer visits but it still doesn't work as it should.

    After complaining to Virgin we have been told that Virgin say in their terms and conditions that the wireless internet is not guaranteed. They only guarantee. Wired internet connection.

    Who in 2014 wants their iPad, laptop etc connected by a wire to the internet. Everyone wants and rightly so their home internet to be wifi.
  • Reviewer
    Location
    Blackpool
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    Having recently switched to the 60mb Broadband deal, I am more than disappointed that I not not been able to achieve anywhere near this speed. I have completed several test over the past few days at different times of day with wildly varying results, however non of these come anywhere near the 60mb max. offered by my supplier.
  • Reviewer
    Location
    Blackpool
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    At time of writing I have been a Virgin media customer for Six Years and five months - continuously. Due to a financial change in my circumstances I felt to need to sacrifice or reduce one of my virgin media services to make my monthly bill more manageable for me.

    My orignal 18 month minimum term contact Long since expired and have been on rolling 30 day deal ever since.

    So I call the help center and explain to them in full honestly my circumstances, telling them i would like to reduce one of my services slightly, to make monthly cost more manageable .. " Yes sir" I'm told, simply sign a new long term contract and we'll see what we can do for you on it.

    No I say, I didnt ring to sign a new contract, I rang to tell you i'm happy stay with you I simply want to reduce one service to slightly lower the monthy costs, I'm long since out of contract so this shouldnt be a problem

    No problem at all sir, but we cant adust your services unless you commit to a new long term contract.

    me " So you are telling me i cannot add or remove or adjust my services at all in any way, without signing a 12month+ New Contract" "correct sir"

    Now is it just me, or are they not only hancuffing themselves, but the customer too. Not to mention trying to blatently force a new contract upon them.

    I was perfectly happy to stay with them on my current 30 day rolling arrangement, I simply wanted to sacrifice my high speed internet - for medium speed internet, to save a few pounds per month. So i'd still be their customer, and still paying them a near 3 figure per month amount. But NO apparently not good enough, outright told i CANNOT alter/adjust my services at all without signing a new long term contract, despite being in my 7th year of custom with them,

    Result, terminated my services with virgin media. so their utter ridiculousness in being unwilling to HELP , costs them a long time customer AND hands me over to a rival instead for the same services.

    well done virgin media well done.
  • Reviewer
    Location
    Blackpool
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    After spending a full year with Virgin Mobile/Media/Broadband & paying for 100mb (which we did not receive for 1 year!!!) Finally, an engineer, who has been with Virgin for over 20 years & another engineer have got my husband & myself the signal we should have been receiving from day 1!!! Everytime we phoned Virgin to ask for help we were always told our broadband was running fine, when clearly it wasn't!!! Virgin make it almost an impossibility to leave them!!! When I received my first mobile phone bill there was an extra charge of £100:00!!! After several phone calls to Virgin, they finally agreed a member of staff from there Blackpool store had added a Smart Phone onto my account without my knowledge!!! I was given a £100:00 refund & 3 months of no bills but tbh, this should have been taken to the Police, fraud is a serious crime but as per usual Virgin manage to keep everything "In House," shall we say!!! Before I finish, I must say a "Huge Thank you" to Steven & Sean the Virgin engineers who actually know what they are doing...
    it's only taken 1 year after all!!!
  • Reviewer
    Location
    Blackpool
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    After 12 months of a deteriorating broadband service I have decided to leave. I am paying for vivid 300 mbps speed and tonight’s measurement was 1.3 mbps. I am fed up with Asian tech support call centres telling me my downstream power levels are a problem that then get “fixed” within 24 hrs only to deteriorate again within a few days. It appears Virgin have massively oversold their network capacity and are now managing off their older customers who are out of fixed term contracts. Really fed up and will never use or recommend them again. When I first joined the service was excellent, now it is awful. I amgiving Sky a go.
  • Reviewer
    Location
    blackpool
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Very impressed. Easy to order on line, look around for discount codes dont always accept the first price that comes up.
    Good communication. Engineer arrived as arranged and explained and set up everything including my laptop and internet tv.
    All speeds as advertised.
    Previously very disappointed with bt. I found my home powerline didnt get good speeds but that was down to older equipment not supporting the speed. Pleased that I moved.
  • Reviewer
    Location
    Blackpool
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Just had 100m fitted and its total crap.The worst thing though is customer service, some else commented that they're morons but they're far from it.Its a carefully worked plan to send you round in circles.lve ripped mine out
  • Reviewer
    Location
    Blackwater, Surrey
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If there was an option to give zero stars I would!
    Broadband claims are disgustingly inaccurate. I am currently on 100mbps with Virgin however I often receive less than 1mbps and I have multiple speed test results to prove it. Virgin themselves seem to do nothing but read a few lines from their script giving customers the poor excuse that 'its peak times' 'network traffic' etc etc.. I have speed results of less than 1mbps from all hours of all days in the week. Virgin was also recently on BBC's watchdog for false speed claims. Avoid at all cost! I have since moved to BT who offer lower max speeds however I reached those speeds with much greater frequency.
  • Reviewer
    Location
    Bloomsbury, London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We were given an installation date on the 23rd of Jan. When calling to cancel my Sky contract they said services will be stopped on the same date, so we thought it was excellent timing.

    On installation date a very rude engineer arrives who started complaining about my cats being around, then the cable was cut too short, trying to blame us for doing so. Then he said there was no signal on the cable and we needed the construction team to run a new cable to our property. I told him we have no internet and he assured us we'll receive a call from his manager within 20 mins as soon as he's off the conference call he was having. This didn't happen. 3 hours later we contacted customer services only to be promised another call back which, you guessed it, it never happened. Next day, Friday 24th, I went into a Virgin store where they assured me everything will be sorted pretty soon and I'll get a call by noon. Again, never happened. A call back was promised later that day from Customer services - you can see the pattern, it never happened. I just think they do everything possible to get you off the line because they can't be bothered talking to you.

    Again on saturday after very lengthy conversation on the phone and many apologies, I was promised a call from the area manager(Glen Armstrong) on Monday morning, followed by a call from customer services(Demi) by 1pm, to see if everything was alright.

    Neither of those happened by 2pm so I rang again. Plenty more apologies and nothing good. i was passed from department to department (7 in total), back and forth, all giving me conflicting information. One telling me that appointment wasn't made because the order was cancelled(who cancelled it is another question) and this is why we received no calls, the other apologising and saying it's Virgin's fault, the other saying it's my fault for cancelling Sky so early and installations can take longer (so why give me an exact date then???)... It's been absolutely dreadful, nerve-racking experience.

    Conclusion is that no one in this company has any idea of what they're doing. I'm pretty sure their internet is super fast, and TV is great too, but I just couldn't deal with all the fuss to get to those services. They don't show the slightest interest in your custom and make you feel unwanted. By far the worst experience with a utility company to date!
  • Reviewer
    Location
    Bolton
    Reviewing
    Virgin Media
    Date
    Comments
    Disgraceful service less than 1/20th of advertised speed in urban area. Virgin Media TV signal is just as bad - impossibly slow reaction to saving and playing in/out Tivo Box
  • Reviewer
    Location
    bolton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolute rubbish. Poor products, unreliable, terrible customer service, promise the earth and deliver nothing but very quick to take my money. Switched to virgin from BT for broadband and telephone and from sky for tv in September. Up to now never had a consistant service. TV down for 5 days, broadband no connection for 2 weeks, telephone out of order for 9 days all on seperate occasions. Promised £100 voucher never received. Cost was free for 3 months half price for 9 months and then full price, yet they have already billed us and taken more than £200 from our account. Avoid at all costs go to anybody other than virgin. Only swapped my original providers because a salesman came to the door pestering us and felt pressured to sign up.
  • Reviewer
    Location
    BOLTON
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst customer service ever,
    avoid at all costs,
    poor english,
    habit of mis-selling contracts-overcharging,
    constantly hang up phone,
    break UK law by breaching SOGA and not willing to take responsibility for this.
  • Reviewer
    Location
    bolton
    Reviewing
    Virgin Media
    Date
    Comments
    Absolute rubbish. Poor products, unreliable, terrible customer service, promise the earth and deliver nothing but very quick to take my money. Switched to virgin from BT for broadband and telephone and from sky for tv in September. Up to now never had a consistant service. TV down for 5 days, broadband no connection for 2 weeks, telephone out of order for 9 days all on seperate occasions. Promised £100 voucher never received. Cost was free for 3 months half price for 9 months and then full price, yet they have already billed us and taken more than £200 from our account. Avoid at all costs go to anybody other than virgin. Only swapped my original providers because a salesman came to the door pestering us and felt pressured to sign up.
  • Reviewer
    Location
    Bolton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I am totally dissatisfied with Virgin Media. The fair usage policy is utterly ridiculous. I get back from work, turn the computer on, and receive between 0.01kb/sec and 0.1kb/sec immediately. How is it reasonable that I am traffic managed when I have not been in the house to use the internet?

    Virgin are the only fibre optic provider in my area, I will be downgrading to a 2mb connection that is stable.

    May I also add that the customer service spent weeks goose chasing me around, and culminated in me being unable to cancel my account until the next day because the customer services department was closed (at 7:30pm!)

    I wanted to file an OFCOM complaint, but the procedure was too complicated.

    In summary, do NOT get Virgin broadband. You do NOT receive what you pay for.
  • Reviewer
    Location
    Bolton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    An extremely damaging company especially when it comes to mis-selling and poor customer service. Today they closed a complaint I opened in January citing because I didn’t get in touch after the first response, they assume I was happy with their resolution.

    Only I did get in touch several times by email over the last month directly to the resolution team, I also called several times and was promised several calls back – none of which were returned, and I recorded all my outgoing calls! Finally, I sent a letter to their complaints department in Sunderland, citing my complaint, the original reference number, and copies of all correspondence. Royal Mail obtained a signature but still according to Virgin Media I didn’t get back in touch!

    Even yesterday trying once again to resolve this on the phone I spoke to the resolution team who decided to pass me back through to Virgin Mobile an overseas call centre where the staff sound like robots and have absolutely no idea about customer service!

    So, thanks Virgin Media and thanks to your outbound retention team based in sunny Birmingham for mis-selling. Please don’t respond asking me to text you, I think I have made adequate attempts to resolve this and you have failed. As for closing my complaint I have escalated it now to CISAS and the Financial Ombudsman, next stop the ICO for the fact your employee stole my bank details from my Virgin Media account and set up a direct debit with my bank for Virgin Mobile, I misuse of my personal data. You are an awful company and as soon as the next price increase occurs I am gone never to return and I’ll be taking at least seven different customers with me, friends and family who are absolutely appalled at how you have handled my complaint.
  • Reviewer
    Location
    Bolton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      2 stars
    Comments
    Recommended 2 people who took up the offer. Saw nothing of the £50 bonus and neither did they. Tried to get this back but customer services either ignored us or hung up on us. Got 2 letters to say that they had tried to get in touch after we used resolver to complain, what a load of rubbish, it was a standard letter and they had never called or emailed. The speed is quite good but it drops every day so cannot be relied upon. As soon as our contract is up, we are leaving them and urge you to shop elsewhere.
  • Reviewer
    Location
    Bolton
    Reviewing
    Virgin Media
    Date
    Comments
    Terrible company. Customer service impossible to get hold off. Using current covid 19 as an excuse. Broadband speed no where near what you pay for. Don't go near these scammers.
  • Reviewer
    Location
    bon
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    awfull expierence, do not buy this one. sloww extremley unreliable
  • Reviewer
    Location
    Bonhill
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    Comments
    Be careful when you are at a adviser stall asking you to join as I done this recently and got my instualtion date and paid my deposit and I phoned up virgin today to see when it was getting put on as I took the day of work to wait in for it which means I lost £40 in wages and I now have disappointed brothers who have waited in all day on it and I lost my diposit as I can't provide the name of the advisor so i strongly recommend yous not to go for Virgin as you may stung like me so disappointed in Virginia thought they were a good company but they are not

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