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
    3.2 stars
  • Reliability
    3 stars

Based on 2682 customer ratings since 2021-08-14 (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.

4,224 Customer Reviews over 106 pages

  • Reviewer
    Location
    UK
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    Broadband is fast, but very unreliable. To the extent that neither I nor my housemate can use it for work. If I want to watch something on Netflix or Amazon I download it first because the likelihood of my internet connection lasting for the duration of a whole film is negligible.
  • Reviewer
    Location
    UK
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Customer Service is awful! It took me 45 minutes to get through to the customer service, then transfer me around to 3 different department, and still they can't get things sorted.

    There is no way of escalating the matter. They subcontract the service and the agent of different department is working in silo.

    Even when I requested to file a complaint, they said they can't do it, ask me to fill up the complaint online. I went to the website, and the website is not working!!!

    Virgin Media managers, please can you look into it and review how you can improve customer experience? It is such a shame that a customer pride themselves to be the fastest internet speed provider has such a unhelpful disintegrated customer services.

    Broadband Speed has not be exceptionally faster than others anyway and I often get unstable internet too. What's the benefit of paying that little extra?
  • Reviewer
    Location
    UK
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I recently ended my contract with Virgin as they were increasing the monthly charges inspite of being on a fixed contract and were way too expensive than other providers. To end the contract without informing me they charged cancellation fee (although I had informed them within the 60 days notice period) as if they are punishing their customers for leaving Virgin. They are dishonest and unprofessional service providers.
  • Reviewer
    Location
    UK
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Was good at a time before I got my dementia. Nowadays it just keeps cutting off. Just like the old days when electricity would cut a few times a day!
    SKY or BT is recommended if you have it in your area!
  • Reviewer
    Location
    UK
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The absolute WORST broadband , I pay for 350 mbps but I only get 70 mbps with pings that shoot up to 300MS They sent 4 "technicians" over a period of 3 month because I was constantly calling to get some help NOTHING was solved and the customer service is absolute trash they barely understand english and all they do is say "The only thing I can do is send a tech" the tech arrives at your house which let's be honest they seem like drug addicts that haven't showered but wear a "virgin media" jacket they will ask what's the problem and eventually come to the conclusion that they can't do anything and their boss will call you except.... NO ONE EVER CALLS. AVOID AT ALL COST.
  • Reviewer
    Location
    Uk
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst customer service experience I have ever had. These guys are terrible in dealing with customers. I had no broadband connection for a week ( I was told they are doing some work i the area where I live) and I keep getting intermittent connections. I complained and was told I won’t have to pay for the time I had no service. I have just received a full bill with no discount for the week I had no broadband. I made another complaint and was told someone would get back to me within 48 hours. I have had no response up to now and it’s been a week.

    Previously the internet stopped working and I arranged for an engineer. However he didn’t turn up.

    I am escalating my complaints to their chief executive and I suggest everyone does the same.

    Absolutely disgusting customer service. They don’t even deserve a single star rating. AVOID AVOID AVOID at all costs
  • Reviewer
    Location
    UK
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      4 stars
    • Reliability
      2 stars
    Comments
    Virgin Media broadband itself functioned well. We had a couple of broadband crashes over the year but besides that wifi operated okay. However, their customers service is terrible and unreliable. The falsely told us that they had not received a bill that I had clearly paid and demanded that we pay it again. After doing so, they later confirmed in having received the original payment. When I asked for a refund they failed to do so. This happened in March and 3 months later I still have not received my refund. I have been in contact with multiple departments of the Virgin Media team but they keep bouncing me off to departments. I have called them numerous times, visited their physical branch, sent them proof via post, contacted them via e-mail and their website but have yet to receive a transaction to my account, a miss that only occured due to their own inadequacy. I would not recommend Virgin Media, if you do not want to be scammed and keep your money.
  • Reviewer
    Location
    UK
    Reviewing
    Virgin Media
    Date
    Comments
    !!!Virgin Mobile charged me £44 for only 300MB internet!


    I was charged £44 for only 300MB I've used at Virgin Mobile. Let me explain how this happened.


    I was originally calling Virgin Media this summer to stop its broadband contract from re-occuring automatically after the contract expiry date, while somehow was transferred to the Virgin Mobile team where the staff induced me into signing up the £5 contract deal with virgin mobile.
    The contract was agreed over the phone call where I was not having the contract with me, the only way I could know about the terms and conditions of the package deal was through what the staff had told me. The staff only informed me what was included in the £5 monthly deal but DID NOT tell me that there would be a £2 charge per day after I reached the package's internet limit as long as the mobile data is 'on' in the mobile's settings. This means even if you have not used your browsers at all (which means you have used almost 0MB data), you'll still be charged £2/day.
    This is undoubtedly a very crucial commercial information which would have influenced my decision of choosing whether or not to enter into this contract, yet the staff omitted to tell this information to me.

    Apart from this, at that time I was having a monthly deal with another mobile company which just started, so I told the staff that I would be paying twice if I sign the contract with Virgin Mobile on that day.
    However, the staff said that she would send me a cheque which covers the expense of that other mobile company's service so that I would not be paying twice, I singed the contract yet never received the cheque.
    Also, the staff did not tell me we'll have to pay £5 in order to start the contract.

    I used to trust Virgin Mobile and therefore I signed the contract on that day based on all these information.

    I have received text messages informing me that I have used up all of the package's monthly data, BUT, unlike what most of the other mobile companies do, the message also NEVER told me about the £2 charge thing.

    ******Therefore, based on trade customs, I assumed that I would only pay for the data I have used. Never expected that for the past two months, I have been charged £44 in total for only 300MB extra while 300MB only worth £3 according to Virgin Mobile's 'pay as you go'!!!

    ******I cannot believe that I was charged more than 10 times of the actual worth of the service which is definitely an unfair commercial behaviour
    Yet when I called Virgin Media, they simply said as I signed up the contract there is nothing I can do about it.

    I'm very disappointed and scared by this service therefore I stopped the monthly package and now I don't want to have anything to do with Virgin Media as I feel very insecure about their potential 'landmines' hidden behind their tricky business veil.

    I hereby sincerely warn all Virgin Mobile Customers to be very careful about their service, and to get to know about all the key details of the service by ourselves instead of simply relying on what the staff tell us during the negotiation service.

    ******We defo should protect our rights and FAIRNESS we are ENTITLED TO as CUSTOMERS!!
  • Reviewer
    Location
    UK
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    Dreadful. Been signed up 3 weeks and already facing an internet outage with 6 days until they can get an engineer to my house and now having to use annual leave at work to be at home waiting for them.

    Not allowed to cancel as I’m ‘outside cooling off’ but to be having problems 3 weeks in is appalling. Customer Services incredibly unprofessional ... to quote their CS team who said to me on the phone: ‘some agents want to go the extra mile to help but other agents don’t care’. Speechless.

    I had 10+ years of flawless uninterrupted service with TalkTalk... wish I’d never left. But for 3 years Virgin Media hounded our village with leaflets and door to door sales people after they installed here - every month was junk mail or someone knocking. We finally caved and what a regret.
  • Reviewer
    Location
    UK
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst company I've ever seen been a customer for nearly 4 years and the service has never been right internet and tv go off constantly which leads to days without service
    Numerous complaints and engineer appointments and they still haven't a clue what the problem is and to top if off had my honest comments deleted off their facebook page and banned from commenting as it seems any comments that put them in a bad light disappears
  • Reviewer
    Location
    UK
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    stay miles away, their pricing is very dicey. for some customers it is low, for existing loyal customers it is high... and they charge exit fee quite randomly.
  • Reviewer
    Location
    uk
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      4 stars
    Comments
    poor speed 3.2 Mb on fibre
  • Reviewer
    Location
    UK
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Appalling company. Terrible customer service, tricks you into other products and internet is incredibly poor quality . AVOID AVOID AVOID
  • Reviewer
    Location
    Uk
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Terrible company , been with virgin about 7-8 month , when I started up with them they told my first bill would be a double bill of £114 and then £50 a month thereafter , every single month my bill hasn't been less than £140 having to pay at least £65 every month , every month I phone up and the customer service is a disgrace , they don't send me a bill when its due they just cut me off a day after , they never give you a proper answer , they repeat themselves over and over and/or hang up on you! My advise DONT waste your time with virgin
  • Reviewer
    Location
    UK
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    When we closed our Virgin Media Account they failed to close down our old email addresses with the company. Nearly 2 years later, hackers got into my mother's virgin email address and began trying to access her accounts on other sites and registering new accounts using her identity. After confirming that they understood the situation, Virgin refused to change the password on the email address to lock the hackers out, or to take any other action at all until we signed a new contract with the company. They made it clear that this new account would be fully charged and non-refundable. They turned my mother's identity theft into a marketing exercise and willfully aided criminals for a quick buck.
  • Reviewer
    Location
    United Kingdom
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Very disappointed by this company that charges a lot and treats its costumers in a very bad manner. I moved after 6 months of contract, got an appointment for the installation in my new home. But noone came and I learned afterwards that they weren't able/willing to install. I waited for nothing, they never called me and cancelled my contract straight away without notifying me ! Very disrespectful. Very bad.
  • Reviewer
    Location
    United Kingdom
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    We have been with virgin media for 8 Years because we live in a valley and the reception is so bad, other companies can't provide us with tv coverage because the signal is so bad. It is finally unbearable dealing with this company (virgin media), we have decided to go without. Over the years they have left us with out tv coverage for as long as 2 months. Bad customer service, We have had many faults with the tv and they take forever to fix it. They really don't care about their customers, I think this is because they are a big company. I have had it with them, save your self the stress and constant disappointments. WORST COMPANY EVER...
  • Reviewer
    Location
    United Kingdom
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Do not join Virgin Media! Their customer service is absolutely terrible. Been trying to get through to them for months now to change the account holder. They are very hard to get through to in the first place, and when they cannot solve my problem they just hang up, both on the online chat and on the phone. I am now being charged for not paying fees however I cannot pay the fees until they sort the problems with my account. I also cannot leave due to extortionate cancellation fees.
  • Reviewer
    Location
    United Kingdom
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    awful company. so quick to call you back and sign you up. had 2 months of poor internet despite the super fast advert and engineers confirmed fault in exchange. supposed to be repaired but wasn't still 100%. now am told it's my channels and they can't guarantee a wifi signal. (nice cop out). cancelling, can never get to talk to them on the phone as always on hold. emailed them 5 x to complain, no response and apparently you can't cancel by email either.!!!! so you have to wait 20-30min to cancel. talk about taking the mickey!!! complaining to Ombudsman as they want to now charge a cancellation fee of £173!!!!
  • Reviewer
    Location
    United Kingdom
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    have been working as a key worker for some time now helping a man with learning difficulties take back control of his finances and manage his debts.

    Unfortunately over the past few weeks I have had to deal with virgin media. Within the call centre I have been told conflicting information time and time again and it boils down to the fact that as a company they are completely incompetent.

    The man I work with has obvious learning needs, he was sold a product via a door to door sales man which was £7 for 6 months and then £14 per month thereafter (18 month contact).
    The issues I have are 1) the man in question isn't capable of attending a doctor's appointment alone, so how they can think he is able to commit to paying for Virgin Media is beyond me...
    2) the month virgin was installed he was arrested held in custody. He was incarcerated for 6 months (he has mental health issues) at the time virgin were contacted and told that he would be unable to pay. At this point they took his box and the service with them ended.

    From this moment onwards, virgin have pursued him for just short of £70. This amount is small, but he has no money and is unable to pay, Furthermore, he should never have been sold the product to begin with.

    When I have spoken to virgin about the account they informed me that if I was able to send proof they would write off the debt as a gesture of goodwill. I sent in proof of incarceration and from then on matters with virgin have got worse.

    Today I took it to a complaint within the call centre as it had gone on too long, I was patronised by an utterly incompetent 'manager' called Leanne after I had been kept on hold for 30 minutes (on a 0871 number!!!) I explained the situation, she then bluntly told me that he has signed the contract and therfore had a duty to pay. When I elaborated that the guy I work with in unable to read and write and was clearly taken advantage of and miss - sold the product by the sale's man she was unsympathetic and said they were unable to reduce the balance.

    Virgin Media record calls, but informed me they are only listened to for training purposes... so as a result they are unwilling to listen to the call to find out if I was misinformed and unwilling to listen to find out whether or not someone called when he was incarcerated...

    I find this company's conduct completely unacceptable in their treatment of vulnerable people. They need stopping.
  • Reviewer
    Location
    United Kingdom
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Virgin Media is without a doubt the worst internet service provider I've ever had the misfortune of having to deal with. Although the connection speed is decent when available, the reliability of the connection is horrible. I will be choosing a new ISP as soon as I am able to do so.
  • Reviewer
    Location
    United Kingdom
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Customer service and cancellation team are utter trash. I have called 3 times to cancel their subscription far beyond the expiry of my contract as I have moved to another company. They have failed to cancel my contract 3 times even after receiving emails of cancellation as I am still getting emails of monthly payments that I now apparently for 3 months after cancellation. I'm not using your damn service and it's been cancelled with email confirmation. How am I still being charged monthly???
  • Reviewer
    Location
    United Kingdom
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      4 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have never faced that much lousy and unstable internet connection in my life. It always shows me no internet connection and limited access and that yellow exclamation mark in a triangle on Wi-Fi sign. I am paying for 100 mbps and I have to call customer care to get even reasonable speed. Whenever you will need and feel like you have some important things to do, you will not have the connection. And this is so frustrating that sometimes it make you feel like you are the most unlucky person on the earth.
    Anyway customer care centres are great, helpful, and polite. Moreover they know what they are doing.
    Virgin media you claim to be number 1 internet service provider, it can be so but from upside down. And I am changing my service provider you just lost 3 customers. 3 connections may not matter to you but I will make sure that any person who know me do not get your services.
  • Reviewer
    Location
    United Kingdom
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I signed up for an introductory offer where the first 6 months are £4 a month. Within a month they have advised this will go up to £7 a month. That's a 75% price hike within a month. Ridiculous. Very very unimpressed, I would strongly recommend avoiding them.
  • Reviewer
    Location
    United Kingdom
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    The worst company EVER!!!
    I'd give zero stars if I could. The service I received was shocking absolutely atrocious, we moved houses over the weekend and planned it accordingly to ensure that we have our broadband services moved as quick as possible to ensure that we can continue working from home ASAP. I did my part of the job by contacting them and making them aware of everything, it all seemed great moved into our new home and then comes Monday the day the engineer is supposed to come to get it all started for us. The time slot I was allocated was between 8:00 to 13:00, we waited, waited and waited no one turns up, no msg/call nothing I call virgin Media up and then I'm told well the engineer couldn't find parking space near your location, so he decided he couldn't do the job and left. But, I insisted I wasn't contacted at all and I they would have then I had a free parking spot that I would have let him use, then comes all the shocking couldn't care less attitude from this global brand. They say the earliest we can reschedule is the 12th of November, I let them know I wasn't having it and that we needed to get back online ASAP or we wouldn't get paid..! She said she'll see what she can do, then comes back and says that they can reschedule an engineer to come back to our place at 21:22 on 01.11.2021 I was like that's fine but it the engineer doesn't turn up then we'd like to cancel as Virgin has screwed us over! So, agent 1 (girl) said she'll transfer me over to another agent to get that looked into and there I spoke to Dean (Agent 2), he also confirmed that the engineer will come back at 21:22 and apologized for the inconvenience and stuff and I said I'd like to log it as an official complaint. He said he was unable to log it as he didn't have system access, he confirmed he input all the notes and reiterated it to me and said he'd transfer me to another agent to log my complaint and then he transferred me over to Adam (Agent 3), who said he couldn't see anything and wasn't to sure why I was transferred to him as well, he also proceeded to say that he can't log my complaint and transferred me to Tony (Agent 4) who said he'll look into it went about doing his job placing me on hold 5 times only to comeback and say no engineer will turn up today and the earliest availability was 15.11.2021 that's 2 weeks without pay due to the incompetency of these bozos! I lost it and had a go at him and said let me speak to a manager, he kept insisting there's no manager and transferred me directly to another agent, Chloe (Agent 5) and she insisted I do my DPA checks as she didn't know anything about why I was put through to her, so u went ahead explained everything and said I need to work from home, so broadband is essential in the midst of this she had the audacity to ask me, can't you work from the office - I mean how could she? I live in a family that has vulnerable people, so due to their error I should risk my family's and my life, she was totally unhelpful and said she couldn't log my complaint either and that no manager will take the call.

    Now, I'm left with no broadband unable to work, rent to pay, no wages for two weeks and all I'm asking is if virgin weren't able to comply with their end of the delay then I should be allowed to cancel the contract without being penalised and move onto a company that values their customers. I tried to do the right thing and allow Virgin to rectify the issue, but since I'm unable to log a complaint despite being on the call for 2 hours 30 mins plus. I will proceed to the FOS, luckily I have recorded all the calls as I had a feeling I'd just get passed around from pillar to post!
  • Reviewer
    Location
    United Kingdom
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Very very disappointed with the service I have had with Virgin Media. The broadband is great and very fast, that is when it is actually working! A lot of people told me to avoid joining them but I ignored them! My connection drops all the time. I used to ring virgin customer service who would blame it on the wifi, I kept telling them the wifi is still connected and fine and explained it was the connection. Their next excuse was that there are updates happening in my area to improve the service. I have been told this now every time I have called for the past 6 months but I never see any improvements. I have now give up. I even emailed the CEO who just replied basically saying "looks fine on our end". Complete and utter BS. I have already been in talks with other suppliers who are looking into getting me out of the contract. Plusnet were fantastic and I never should have left!
  • Reviewer
    Location
    United Kingdom
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    I'm struggling to gather the correct words to express my experience with Virgin customer service staff. I find it hard to understand the accents of foreign employees which exacerbates the situation. When signing up I explained I do not want to pay by Direct debit which was supposedly arranged but unknowingly whilst I was making payments online Virgin were also taking the payments via direct debit. So I called in October to cancel the direct debit and the advisor refunded me but the way the payments worked out each month I didn't require a refund so now I'm being charged for my bill and on top of that a £60 refund which I can not afford the advisor didnt offer a payment plan although I told him I'm out of work nor did I receive an apology throughout the entire conversation his language skills were so poor he sounded rude I find this with alot foreign customer service advisors. On this phone call he made me feel like a complete incompetent because I couldn't understand what was being said some of his words were: (youre not listening to me, why are you not understanding what I'm saying, your confusing yourself and making this difficult) these are not the words of a well trained and professional service advisor this is not the way you speak to a customer. I'll be leaving Virgin in January.
  • Reviewer
    Location
    United Kingdom
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Just paying for problems rather the service. Not reliable at all, when I get home I never know if I will be able to keep working or just make a skype call... All this for more than 30pounds per month.
    If just they were as professional as they are every 29 of the month taking the money from my bank account...For a service I am not having.
  • Reviewer
    Location
    United Kingdom
    Reviewing
    Virgin Media
    Date
    Comments
    My experience with Virgin Media has been, to say the least, painful. The word incompetent comes to mind. After having a mix up involving two mobile phone tariffs, myself and my mother have been on the phone to Virgin multiple times over a three month period in order to rectify this however we were promised three times a phone call from them which never happened. Not to sound racist but it would be very helpful if the staff had English as their first language. This matter has taken up time and energy, as well as causing unnecessary stress. The staff do not listen to the customers needs and even one of the members of staff accused myself of lying about how I ordered my current phone. The whole experience is incredibly aggravating as my mum has made very clear to the Virgin Media staff. At one point I was on the phone for 2 hours and had, still, no conclusion as there was a "technical glitch". I find this "technical glitch" difficult to believe as it took them six days to rectify it, I was promised a phone call from them at a particular time which didn't happen- how rude! Overall, my Virgin Media has been confusing, raging and just completely painful. I would like to make a point of the incompetence of the staff.
  • Reviewer
    Location
    United Kingdom
    Reviewing
    Virgin Media
    Date
    Comments
    About 4 months ago we tried to install the internet, and we waited for more than 2 weeks because we had some address problems, but then the guy came to install the internet he checked that we don't have the cabel which was obvious because our house is new, so he told us that AGAIN we need to wait 2 weeks, but we were upset so we cancel everything, but the thing is that the same day they charge us 25£ pounds but they didn't do anything, and after they promise to send the money back, and tadaam, is almost spring and the money is still missing. It's a big shame, cos its the second day I'm trying to call and they can't do anything about it !! You can take the money for nothing, but you can't give it back? Nice job.
  • Reviewer
    Location
    United Kingdom
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I don’t know why on broadband they have to remove from broadband to give to service, virgin media absolutely horrible customer service, misleading and fishing agents and specially worse service. I’m surprised that no one to check on them. Which is unexpected service virginmedia and in the future I will never use virgin media
  • Reviewer
    Location
    United Kingdom
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    It's horrible! First the internet connection goes down for a few days, then once it's back it continues to constantly disconnect! Stupid, stupid, stupid!
  • Reviewer
    Location
    United Kingdom, West Midlands
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    So I want to preface this review with a few points.

    June - Upgraded from 120mb/s package to 200mb/s package.
    Phone calls - 5x
    Engineer visits 2x (One upcoming)

    So, after upgrading in June our speed dropped to less than 2mb/s on download but upload remained the expected 10mb - 12mb/s.

    One of the phone calls I asked to speak to a supervisor and I was put on hold for 40 minutes before calling from another phone. When they upgrade my package they apparently only done 'half a job' as well as not arranging for a Superhub(v3) to be sent out. I was informed on the 4th phone call that my Superhub(v2) was not compatible with the package that I ordered (3 months after I started paying for the service).

    This is by no means meant with racism or disrespect of countries or cultures, but as an English person I would be very appreciative to speak to a fellow English person.
    Spoke to maybe 12 different people, one was English, the other were of Asian decent (sounded as though from India) and 3 of them I really struggled to get a good understanding of over the phone.

    The only redeeming factor is that one of the supervisors I had spoken too was very good at the 'I am doing the best to help your situation' spiel - I nearly fell for it.

    I will be switching ISP as Virgin Media are THE worst in the country.
    Edit
  • Reviewer
    Location
    Unsatisfied
    Reviewing
    Virgin Media
    Date
    Comments
    VIVID200 - speed between 16-70Mbps.
    DO NOT TRUST THEIR PROMISES - THEY'RE JUST LIARS
  • Reviewer
    Location
    Upminster
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      5 stars
    • Reliability
      2 stars
    Comments
    We've been with Virgin Media for 3 years and every year they have been bumping up our price by 30% to force us signing a further 12m contract. They don't treat existing customer fairly and all they care about is winning new customers.
    Wasted 45 min of my time on the phone with them both with customer relationship and Technical support.
    As there is no one to compete with them in our area in term of Fiber Optic broadband they think they can get away with their pricing strategy.
    We had no broadband for 3 days following a "free" upgrade to 100mbs and after resetting some parameters our their side which apparently solve the pb said there was no issue registered and could not issue a credit for the 10 days we had poor service experience.
    Virgin Media could do with some competition to learn how to treat their clients fairly. Everyone talk about banks but Broadband providers bring it to a all new level.
  • Reviewer
    Location
    Upminster
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    What a con. I go this WiFi to stream and I have over 3 million subs on twitch and need my own WiFi so I decided to get this.
    I got the 300 mbps and at best go 5mbps it tacks me over a hour to load onto Fortnite and could not stream over 10 min. Go and get EE the WiFi is not even have to be next to my pc and I get 300 or over mbps even through I pay for 300 mbps with the whole family using it. You might get a lag slick every 2 or 3 hours but that is ok as I have at leat 10 devices using it
  • Reviewer
    Location
    Urmston
    Reviewing
    Virgin Media
    Date
    Comments
    Chuffin heck That was a close one !!. Just about to enter into a virgin media 12 month contract, and thought i would just have a quick look at a few reviews ......looks like B.T arn't so bad after all.. seems no company can offer a reliable, fast fiber to the home option. Its like living in a third world country think i will struggle on with what i've got for now thanks every one for posting your reviews its really helped my decision cheers Andy
  • Reviewer
    Location
    US
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    My company is starting a PtP line with Virgin media. Our headquarters are in Lehi, Utah. We are very disappointment of their customer service and sense of urgency that are not existent. It took them six weeks to do the site survey and two weeks more to do the planning. We had to put lots of pressure and get with management to make this happen. The entire project will be easily delayed by two months which is unacceptable. I do not believe that we will stay with them and we will go with another provider as soon we can. We are very very disappointed as our main focus is to serve our customers very well and this is not helpful at all.
  • Reviewer
    Location
    US
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    This company has been so annoying. I forwarded a harassing email from their server, complete with all the information they requested and now I feel harassed by them in merely trying to point out to them they're is a problem for them. I could care less, but I would think a reliable company would be concerned that their email was being used inappropriately. I have since asked their customer service too stop contacting me, boy yet I still get their same snobby response. Terrible company and I was only trying to help.
  • Reviewer
    Location
    Uxbridge
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Will never ever go back to Virgin Media and will never recommend it to anyone who wants peace in life!

    I have been with VM for few years now. This last year 2016 their customer service has absolutely plunged into the dark ages, where they are unable to do the maths on bills nor are they able to understand the customer.

    In short the issues I had:

    1) VM charged me extra for me not being aware, when I found through my statements I called them.
    2) Waiting times too long on calls.
    3) When I called them for this issue I have put through 4 different departments when I only asked for billing and then atleast 3 people on that single call put me on hold for 30-45 minutes.

    4) My bank statements clearly show that they charged me extra but they amount they are telling me are much lower than the ones shown in my statements. how hard can it be ?

    5) Finally I told them I need to leave them as soon as possible as I put my phone down after about 30 minutes I started seeing issues in broadband connection, it started resetting every 5 minutes. Previously through 4 years the broadband occassionally used to reset but as soon as I told them I am leaving I think they configured my broadband connection to reset or introduce problems in the connection.

    Basically VM has become a huge corporate that uses dirty tools and tricks to first rob off money from your account and then harass the customers by not letting customers leave and if they decide to leave they make sure that they put you through hell before you leave.

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