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

Based on 9881 customer ratings since 2018-09-18 (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.

3123 Customer Reviews for Virgin Media

Reviewer Location Reviewing Date Ratings
The worst customer service ever, lied to, finally they admitted their mistake, but the bill is still mine as I'm not a valued customer. Utter con artists.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Leeds Virgin Media  
Customer service is poor and does not make it easy to find the answers you need.
The broadband itself is really fast but it is badly held back by the network equipment. The router they provide is slow, short range and unreliable. I switched it to modem mode and used a different router, the WiFi jumped from 10mb/s to 70mb/s.
If you want to get the WiFi you paid for you will need to switch to a third party router.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    5 stars
  • Reliability
    3 stars
Portsmouth Virgin Media  
Poor quality equipment, poor quality customer service, long waiting times for engineers to come and fix problems, overpriced. Stay away.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Let's first go back 12 months, I was coming to the end of my contract, I had 3 weeks remaining before it ended
and was going to leave VIRGIN MEDIA unless I got a decent new contract offer.
My package had been around £68.00 a month and it consisted of 200mbs fibre, TV-sports-phone
it was a great deal at the time, but they had said to keep that deal for another 12 month would be £100.00,
so I declined the offer and asked them to terminate the contract at the end date.
SO HERE COMES THE "ACCIDENTAL DISCONNECTION" (FIRST TIME)

The next day, I went to log on to the internet only to find that it was not working, I spent a good 30 minutes testing everything,
on my side. All the green lights were on the router, checked my computer was working correctly, and of course the
"unplug everything, wait 10 seconds, then plug everything back in".....still Nothing, still no internet.
So I decide to ring VIRGIN MEDIA to see if there was a fault, and low and behold the landline was dead too.
At this point I began to realize that they had cut me off straight after the phone call, not when my contract ended.Which was agreed
in the phone conversation.

I eventually got though to VIRGIN MEDIA, and they confirmed they had cut off my services and claimed it was a mistake,
and put me through to the "disconnections" department, which is in real life the,DON'T LEAVE, WE WILL GIVE YOU DISCOUNT
TO SAY.. Department, after being brow-beaten I agreed to say, with the same package including everything I had before
but now it would cost me £75.00 a month not £68.00 a month.

Now, lets fast-forward 12 months, my contract is ending, I got charged last month £83.00 for the £75.00 a month contract
(no added costs by me for phone calls) so I contacted VIRGIN MEDIA complaints 3 times via email.. No response, then I phoned
to be told "one of your discounts ended||".which Is inappeasable as it was a contract for £75 for 12 months, per month.
At this point I informed them NOT to roll over the contract, as he would jump to £110 a month, the person on the phone from Virgin Media
apologies for the billing issue and said the contract would end on the end date as asked.(3 weeks from now)

NOW GUESS WHAT...THE SAME THING AGAIN, THEY HAVE CUT OFF MY SERVICES STRAIGHT AWAY.
DOING THIS INVOICE COULD BE A MISTAKE
DOING THIS TWICE IS A CLEAR TACTIC TO GET YOU TO RING UP & BE TALKED INTO RENEWING YOUR CONTRACT BY THE WELL TRAINED
"Disconnection TEAM|"
I have had nothing but good experience using Virgin Media products... Fiber-TV-phone, but this underhand tactic to disrupt
your contracted services, so they can attempt to stop you leaving has left me with no option but to leave.

So, as I said, I rang up VIRGIN MEDIA, was told "oh I don't know why your TV & INTERNET has been disconnected, we are so sorry"
then passed on to someone else that then went on to say that they would try to reconnect the services,,,but,,,, whilst you are on
the line .....at That point I know the sales patter was about to start, and stopped him in his tracks."I just want reconnecting until end of contract"
OK, your supply will be on within 72 hours//////////// 72 HOURS--- 3 DAYS TO GET RECONNECTED!!!!!!!!!!!!!

SO here are my issues
OVER CHARGED £83 NOT £75 FOR A Existing CONTRACT
3 EMAILS SENT VIA THE COMPLAINTS FORM ON THE WEBSITE, (NO RESPONSE)
EMAIL SENT TO VIRGIN MEDIA VIA THEIR 3RD PARTY COMPLAINTS SYSTEM (NO RESPONSE)
SUPPLY FOR TV AND INTERNET CUT OFF WITH NO WARNING (3 WEEKS BEFORE CONTRACT ENDS)
RANG UP TO SEE WHAT AND WHY THIS HAD HAPPENED (TOLD TO RING BACK AFTER 8AM)
RANG BACK AND TOLD IT WILL TAKE UP TO 72 HOURS TO RECONNECT....
& GIVEN NO REASON WHY BY WHO OR ADEQUATE REASON AS TO WHY DISCONNECTED OF MY SERVICES....

-------------------------------------------------------------------------------------------------------------------


NOT HAPPY WAITING 72 HOURS, SO RANG BACK....
Customer support operator name : MANVI
I ASKED
Q1...WHY WAS MY TV INTERNET DISCONNECTED? YOUR ANSWER IS...."SOME OTHER REASON,"
Q2...Who DISCONNECTED IT?... answer...."YOUR ABLY TO ANSWER THAT"
Q3...AM I GOING TO BE CHARGED FORE MY PACKAGE WHEN I AM NOT RECEIVING MY SERVICES?
ANSWER...
"ACCOUNT BEEN DISCONNECTED"

MANVI decided she did not want to bother attempting to help, she put me on hold and passed me to another Customer support member
this time it was
Emma
so I asked EMMA the same questions

Q1.WHY WAS MY TV INTERNET DISCONNECTED? I WILL HAVE A LOOK OVER YOUR INFO TO FIND OUT WHY...(PUT ON HOLD) THEN TOLD THAT IT HAD BEEN AUTHORIZED
TO BE DISCONNECTED BY A "Joshua" AFTER MY PHONE CALL REGARDING DISCONNECTION AT END OF CONTRACT.
Q2... Who DISCONNECTED IT? Joshua
Q3 WHAT'S HAPPENING ABOUT THE OVER CHARGE?...AM I GOING TO BE CHARGED For MY PACKAGE WHEN I AM NOT RECEIVING MY SERVICES? Joshua EMPLOYEE NUMBER
JOSH SAID.....Customer, WAS TOLD DISCONNECTION WOULD BE DONE , AND CLAIMS HE EXPLAINED RETURN OF VIRGIN MEDIA GOODS
.. WHICH WAS A TOTAL LIE
BEFORE ENDING THE PHONE CALL I ASKED FOR A
REQUESTED A DATA ACCESS REQUEST..FOR INFO HELD ON MYSELF IN Regards TO THIS SITUATION
WHICH IS MY Righto DO SO UNDER THE DATA PROTECTION ACT.
WHAT'S HAPPENING ABOUT THE OVER CHARGE?

SO, LETS LOOK AT THE DESCRIPTION THIS HAS CAUSED ME..
TIME WASTED TESTING MY Equipment TO SEE WHY MY TV AND INTERNET HAD STOPPED WORKING
TIME WASTED CONTACTING VIRGIN MEDIA
LIVE FOOTBALL (3 GAMES SUNDAY / 1 GAME MONDAY)SKY SPORTS & BTSPORT
ACCESS TO MY NETFLIX ACCOUNT(A SERVICE I PAY FOR)
ACCESS TO MY AMAZON PRIME VIDEO ACCOUNT(A SERVICE I PAY FOR)
UNABLE TO WATCH ANY TV Shows CHANNELS(A SERVICE I PAY FOR)
UNABLE TO WATCH MY RECORDED PROGRAMS(A SERVICE I PAY FOR)
UNABLE TO ACCESS PS4 GAMES AS THEY REQUIRE A INTERNET CONNECTION (RED DEAD 2)
AND AS I AM DISABLED, MY INTERNET IS NEEDS TO ORDER MY GROCERY, WHICH LUCKILY I DID ON FRIDAY, BEFORE VIRGIN MEDIA
CUT OFF MY INTERNET AND TV.

------------------------------------------------------------------------------------------------------------
Over my time with Virgin Media I have spent well over £1000 on your services, always held Virgin Media services as
one of, if not the best service provides. But after the no response to billing issues using your complaints form,
the cutting off of services and the lack of clarity or interest in resolving this issue/issues I am left with no option but to consider
this grounds for breach of contract, gross misconduct and flat out lies by Josephus makes the thought of using Virgin Media
a impossibility, as the stress involved is not something I need or want, and do not expect from a company that lives and dies on
Customer satisfaction.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    4 stars
south yorkshire Virgin Media  
THIS COMPANY DOES NOT GIVE A FLYING **** ABOUT ANYTHING BUT REVENUE. YOU AS CUSTOMERS ARE JUST BANK ACCOUNTS TO FLEECE. THE JOKE CUSTOMER SERVICE IS NOTHING BUT A DISTRACTION FROM MONEY MAKING. BE WARNED THEY JUST DON'T CARE - IT'S ALL ABOUT THE (YOUR) MONEY....
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
cwmbran Virgin Media  
No one cares!!!! I am on a rolling contract with virgin media so I phoned to see if I could get a better deal before I left, as every other broadband provider does, I was offered a 12 month contract for more money than my current rolling contract. I said forget it I will leave and the customer service rep actually sounded happy about this. Dont bother emailing the new German CEO, you will get no reply. I think they have earned there nickname VERMINMEDIA!!!!!!
  • Speed
    3 stars
  • Reliability
    3 stars
Liverpool Virgin Media  
AVOID!!!! NEVER USE VIRGIN MEDIA!!!

Rubbish Internet speeds, I rang up to get this fixed but nothing changed so I want to cancel. I have tried numerous times to get through to cancel, but I keep getting put on hold, hung up on or transfered to departments that don't deal with cancellations.

There's no way to email them to cancel it all has to be done on the phone and they make it impossible to get through.

Shocking company and the worst customer service I have ever encountered.

AVOID!!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Nottingham Virgin Media  
Useless, ordered a month ago, Virgin requested we wait on the premises twice for 12 hours for an engineer that did not arrive ... will not allow us to cancel the order ... Disgusting company, don't bother.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Liverpool Virgin Media  
I am chocked by the service provided by Virgin broadband. Our internet has been having issues for over 3 months now; it stops working for 3-4 days then works again for 24 hours then stops again and so on. Now it's been more than 3 weeks since it hasnt worked at all. A technician came initially after finally reaching customer service (bear in mind that you will wait at least 30 minutes on the phone before reaching customer service, no exaggerations here) and then nothing, never came back. I've been trying to reach out to them since with no luck.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    1 star
London Virgin Media  
Ordered broadband and phone package. Arrived bang on time here ends the good news. Installation (paid for) shocking could have wrongly installed it myself. From day 1 router re-booting up to 8 or 9 times daily due to said installation. Called many many times and given the run around. After many calls and finally changing settings in the router i recieved a new router. Guess what problem persists. Finally an engineer came out did a few things to solve the issue and left saying a follow up visit from an engineer has been booked in for 4 days later. An hour later same issue. 4 days later no show from the engineer. Finall when another engineer dud arrive he located the issue and fixed it. I decided to lodge a complaint and was advised i'd get a call back within 7 days. Due to work i missed the call so phoned to ask how my complaint was progressing. Was told because i didn't get back to Virgin my complaint was closed!! I requested a call back after 2pm the next day from a manager able to deal with my complaint. Guess what yep no call back then or since. I rekon they are due me £25 for engineer no show. I'd like my money back for the non installation and a reduction in my monthly bills for the remainder of my contract due to loss of service which i paid for. DO NOT go with Virgin simple as that. No consideration for customers other than screwing you for as much money as possible. Horrible company horrible service horrible customer care.
Fife Virgin Media  
Customer service is abysmal. I am canceling the contract atm. Their advisors are based in India and are rude and clueless. I have just signed up with them and they can't even retain a customer. I don't have words to describe the service that I have received. I would never recommend this company to anyone. The only service that is amazing is the first contact team that lures you in to sign up with them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
harrow Virgin Media  
My broadband wasn't working, and the Virgin media website doesn't show any issues reported so I called Virgin media customer care they informed me that there is a network issue and it will be resolved in 24 hours. Issue still exists even after 4 days. Interestingly every day when called the customer representative they are telling the same story. I have requested to connect me to a manager, but they didn't do it. They have mentioned that the manager will call me back. I am still waiting for the service issue to be resolved and also still waiting for the manager's call.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
SUTTON Virgin Media  
Less than impressed! Paying for 200 download and getting 5!!!! Time for a switch me thinks!!@
Salford Virgin Media  
Very disappointed. Adverts promised great speed, an ‘intelligent’ router which would distribute signal where it is needed. Instead we are not getting speed unless attached with Ethernet cable. As bad as 0.16 Mbit/sec upstairs. Customer services useless. Technical support useless - apparently positioning of router suddenly not appropriate. Missed pulling out of deal (cooling off period) by 1 day or would have. Wouldn’t recommend. Would actually say ‘don’t do it’
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Oldbury West Midlands Virgin Media  
Fine until you want to try and leave as per your contract. You're made to make a phone call, and subjected to a barrage of rude and provocative questioning about where you are going and who the person is replacing you. I'm actually moving abroad, and the lady on the phone refused to issue the cancellation until I told her what country I was going to and the name of the person moving into the property?! What in the hell business is this of yours?

This is taking account retention on to a whole new level of rudeness and privacy invasion. My contract allows me to leave on given date - so just do that like I ask.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Brighton Virgin Media  
Terrible rude customer services, have been overcharging me for ver a year...even when after hours on phone they accepted they had overcharged because. Had email evidence they said as a "goodwill" gesture they would give me three months refund although it the year previous overcharge when I disagreed they sent me a lette completely misrepresented our conversation and letter signed from Garry Menzies operation manger no contact phone number or email address just a PO box in Manchester for "Executive Office" this is an international media telecoms company that dissatisfied customers cannot contact. This is clearly a design to obstruct customer care or service. I want to cancel contract as they have breached contract by overcharging ..my request for 12 month previous bills was ignored even though was agreed to and I was told I would need to pay £3 per month for copy of bills , unbelievably bad do not go to Virgin daylight robbery
London Virgin Media  
Avoid like the plague.
When things are working, it's great, its just exceptionally rare.
Between a service that goes up and down more often than a cheap hooker, and down periods stretching into days or weeks (currently on week 4 of the current down period) you'll be lucky to get anything close to what you're paying for.

Not to mention the vacuous staff who have no idea what's going on, the sales staff who call you constantly to try and keep you on their service that doesn't work (If they spent half as much time fixing the problems they could fire half the sales team) and the engineers who are at best wildly incompetent.

As a non religious person, I'm praying that these guys go bankrupt as soon as possible so they stop scamming people.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Absolutely terrible service, internet is so slow and have rang up multiple times about slow internet and have never left the conversation with a result. Customer service isn’t great, on the multiple times of having to ring up, virgin are always wanting more money for a better service, however I feel that the service I am getting now is no where near as good as it should be for the money I am paying every month. Not very impressed at all. Have been with virgin for years now and the service is going down hill.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Beeston Virgin Media  
When VM broadband works, it's great. When it doesn't, good luck getting it fixed. VM scrapped their actual technical support team a few years ago, replacing them with untrained personnel who are given and read from scripts. You can tell them you've already turned your hub off/on 10x but as that's the 1st step on their script, they'll still ask you to do it again. Anything actually technical that isn't on their script, they can't help. They insist that they don't have any senior technical personnel or 2nd Tier support. They'll also lie to you and tell you that the fault isn't with them, or that a manager will call you back (don't believe them, a manager will never call you back)
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Liverpool Virgin Media  
Fast broadband comes at a VERY heavy price. Customer service it frustratingly appalling. Have literally spent HOURS of my life on hold to customer services.

After two months of intermittent service, I have just been told that I will need to pay them £200 to cut my losses to go back to BT
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    1 star
Barnet Virgin Media  
After being with Virgin media broadband for a few years i have decided to end my contract with them. What i signed up for was a reasonable amount to pay monthly for internet service, however, every few months they keep adding on an additional amount that you have to pay, so for e.g. if you signed up to a £28 p/m contract after 18 months this goes upto £29 and keeps increasing. They don't even notify you of dramatic increases - anyway oneday i woke up to find that they have been charging me £40 p/m. I was not even notified of this. A disgusting money grabbing company that is clearly losing it's valuable customers. I will ensure that people out there are aware of this as much as possible. DO NOT SIGN UP! STAY AWAY FROM THIS COMPANY.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    1 star
Ilford Virgin Media  
took over 3 weeks to get them to install the service, three failed attempts where they didnt bring their own equipment to install the service (seriously they had no cables, they arrived empty handed! and then left for 2 weeks!)

Customer sevice is appalling.

IF you can find the right number to call, and then miraculously navigate your way through their robotic-menus you eventually end up on hold for ever before being faced with Endless transfers while waiting they put you on hold.

The staff answering phones must have zero training on anything as noone seems to be able to answer more than one of what should be basic questions "what is the process to downgrade" transferred "what is the process to cancel" transferred " how long do i have to be without an account to be considred a new customer " transferred...

just rubbish service, seriously frustrating

oh an they just hung up on me after id spent 25minutes on hold.
appalling behaviour and it was the same the 2 other times i called them. just an awful company
The actual internet was great but the price hikes are unreasonable and there is no reward for loyalty either.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
London Virgin Media  
Virgin media is the worst wifi I've ever had in my life! Every day it just cuts off and flashes green! Every bloody day even twice! Paying money for something that doesn't even work! Rather pay for a bag of shot than pay for anything virgin media again
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Gillingham Virgin Media  
I'm having very bad experience with Virgin, the speed I'm getting with my broadband is terrible, the funny thing is when I'm with them on the phone the speed goes so high, as soon finish the phone call its start to slow down again, I do not get the service I pay for. I pay for 500mb and get 30. Poor, poor, poor
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Morden Virgin Media  
Eighteen months ago virgin media asked if I would like to upgrade my internet service to 350Mbps and I accepted. virgin media advertises that the average speed should be 362Mbps download with a minimum of 181Mbps download. I have monitored my speed and I have never reached the advertised minimum download speed. I have spent hours waiting on the phone and talking to people in India, have had technicians to the house many time and nothing has been resolved. The technician have checked and there is no issue as far back as the cabinet in the street but they find and issue with the signal coming into the cabinet. I was told this was also affecting business customers and would be fixed but would take a few weeks and that I would be informed as to the progress. The technicians told me that there was a technical problem as the upload speed was 36Mbps and it should be about a tenth of the download speed. That was a month ago and I have heard nothing. Yesterday when I spoke to virgin media technical support I was told that I should never expect more than about 150Mbps and virgin media technicians are never sent out. That is not true as I have had technicians out to look at the problem a number of times and each time they say there is a problem with the service in to the cabinet in the street. In my calls to customer service which are not cut off -- which is about 1 in 4 -- I have been told a lot of conflicting information. One customer service person tells me one thing and the next tells me something else, and customer service technical support claims that the technicians that have come to the house and have checked the cabinet in the street do not know what they are doing. The customer service technical support person I spoke to yesterday said he was arranging for a customer service person to call at 0900 this morning to discuss the internet issues -- it is now 1045 and there has been no call so far. It would be good not to believe anything virgin media says. Virgin media does not provide the service they advertise and virgin media does not provide the service they charge for. And virgin media customer service is abysmal.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
cambridge Virgin Media  
Most Unscrupulous Exploitative Network Ever!!!!
Worst network. Do not join this broadband or mobile network. They appear to be very good initially but they operate at a very unscrupulous exploitative level. They will fix you into a contract and will have you pay for a speed that you very rarely if ever get. Then, after your fixed term runs out, they start bombarding you with bi-annual unjustifiable price increases, and when you threaten to leave them, they offer you a "discount", which seems nice at first, but after a couple of years with this network provider you realise that you have to spend approx 45 minutes every six months on the phone with these morons to stop them from extorting you. Just cancelled my broadband and mobile. Never again!!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Why isn't it possible to leave a zero?

This company is the absolute worst pile of excrement I have ever had the misfortune to deal with. I dreaded making calls to them because they never understand what you are calling for - the language barrier is extremely hard to navigate, considering they have the majority of their call centres overseas. They overcharge/charge for random things, but woe betide you if you try to resolve it. I'd imagine I'm somewhere around £300 out of pocket for constant errors you cannot resolve. You can ring & get one result, but call about the same issue & get a completely contradictory response, usually resulting in them trying to charge you again. I have never once had a decent experience with them, and am so glad I left for Sky. I tried to contact the complaints department and the contact box never even transferred to an agent! It's appalling that such a huge company would have 0.4/10 & not do a single thing to resolve it - tells you all you need to know about their customer care vs money grabbing. Eurgh, they've been an absolute nightmare from start to finish, & by the end I was paying £10 extra for a bill than the deal I initially signed up for & was 'guaranteed' indefinitely. I used the company for various different products, but I have since changed every single one, and could not be happier with the choice. Trust the negative reviews, they are completely accurate!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Keighley Virgin Media  
Unreliable and slow - I really wish we hadn't switched. The super broadband is supposed to be faster, but it isn't any different. I now tend to go into my workplace, instead of working from home, as the broadband speed is so slow and unreliable. It is also slow and unrelaible in the middle of the night.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
SWLondon Virgin Media  
useless company that has given me so much headache I will make sure all my friends and family never use them again
I ended my contract and VM is charging me for an additional month after the disconnection date! and I kept getting overcharged in my previous bills! complaints dont help at all
DO NOT EVER USE THEM go to their competition
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Glasgow Virgin Media  
We used Virgin media since they entered the market. To be honest the speed provided was by far the best in our area in North Somerset, and possibly still was when we left the uk last month. Although customer service was never their strong point they were a pretty reasonable outfit to deal with. That was until about 3 years ago when I believe they may have changed ownership. Since then their service has become well beyond terrible.
I have spent hours on the telephone wasted to somebody who calls them selves Mark, Jane, Peter and so on, who does not have the slightest grasp of English , who seem to go out of their way to be unhelpful.
This company has become so bad that I am totally bewildered why Sir Richard Branson allows the Virgin brand to be used.
They add in little extras onto the bills without telling you, and when you try and find out why, you will spend hours arguing and not get any answers. If you do you won't understand them. When we were moving and had to cancel or change address on every service we had, about 90% of our time was taken up by our dealings with Virgin Media. I ended up ripping out their equipment and carting it into their last remaining shop in the area (as they have closed them all down) and dumping it on the shop counter. They were so unhelpful.
The broadband maybe fast, but please don't get tempted by that as you will suffer for it.
AVOID AVOID AVOID
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    3 stars
Arboleas, Almeria , spain Virgin Media  
AVOID at all costs! An absolute nightmare to cancel EVEN at the end of your contract! I had to phone time out of number to get something in writing that I wanted to cancel (ie, I kept telling them all I had got was a voice on the phone confirming it, therefore no actual proof). Let me assure you that it is far easier to pass a camel through the eye of a needle than to get away from these cowboys - AVOID or repent at your leisure - you'll have plenty of time to!
PS, please see my other review about Giffgaff, which is completely different, which you'll agree indicates my honesty!
PPS, I REITERATE, AVOID VIRGIN AT ALL COSTS!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    4 stars
ENFIELD Virgin Media  
The broadband speed and reliability were perfect and didn't have a single issue for a year. Then I had to leave due to move and had to interact with their customer service, which is atrocious.
- had to wait over 50 minutes on wait line just to tell them I wanted to leave, this was a week day during a work time when there shouldn't be too many callers. Apparently it's too complicated to put the option to leave on the website.
- I was overcharged on my final bill. Not only do they not properly notify you, they do not reimburse you automatically. Unless you notice and go through the same process of calling of trying to call them, your money is gone.
- I have them 5-6 weeks notice before my move. They failed to send the box for returning the equipment. One month after moving address I get threatening emails that I will be charged £40 of I don't return it. Contacted the costumer service and asked to resend the box and to push the deadline for returning the equipment, as it was not my fault. They refused to do so and said I will be charged and this will be waived once I return it. Whilst I might not miss the money for a week or so, I imagine there are people on budget to whom £40 disappearing from their account might cause trouble
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Southampton Virgin Media  
Worst customer service. I was incorrectly cut off from my internet and then told I had to wait 72 hours for reconnection. Waited 72 hours, called again, after 2 hours on the phone was told the previous person put the wrong form through... then told it would be another 72 hours. Leaving them.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Reading Virgin Media  
Absolutely terrible company. Service is totally unreliable and crashes constantly. I'd see the point if I was rural but we live in Glasgow. Customer service a joke and pretend to put you on hold and then they hang up. You will very VERY rarely get someone with a good grasp of English. Half your call time will be repeating yourself and asking them to repeat what they say. I'd strongly advise people to go elsewhere
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Glasgow Virgin Media  
Worst company I've ever dealt with. Nothing works as it should and the internet is terrible. I've spent over 4 hours on phone in the last month trying to get problema resolved.
If there was a prize for the worlds worst company it would have to go to virgin. What a nightmare of a company avoid like the plague!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
GLASGOW Virgin Media  
Been with Virgin for about 8 years. It's never been as bad. Giving up with them. We have a 70 mb broadband service and basic TV. The broadband is good when it works - the TV is slow, frequently not working or partially working and often have to restart the TIVO box to get it working again. Customer support is abysmal. Just been waiting 22minutes (Thus evening) to try and get through to support about the latest problem (no On Demand service). The automated signal testing and reset service doesn't actually work - was told via this service that to fix the problem TV etc would be restarted and there would be an interruption in service - nothing happened at all. And the end of the day it's the customer service that is is the decider to change providers. Feels like Virgin are massively cutting corners with this service as well as the actual delivery.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Hove Virgin Media  
I am paying for over 70Mbps I get ~15Mbps virgin are rubbish and are very expensive!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Tonbridge Virgin Media  
Mis sold Virgin as a great deal when looking to save money. I was told that the TV, phone and wifi bundle was the best and would be cheaper than what i was paying. What a joke! After countless phone calls to the customer care line about the poor wifi speed I was told I needed to up my bundle package, which i eventually did just for peace of mind for my teenagers. That still didn't work and when i got hold of customer care team again they explained that it wouldn't work because the interior walls in my house are made of brick so what was I to expect? What I expect was some wifi. I have requested to leave Virgin Media as it is still not sullying me with the service I am paying for, however i have been told by customer services that I can not as I am still in contract. No one I speak with will put me through to a manager so DO NOT TAKE OUT VIRGIN MEDIA unless you live in a cardboard house! My bills have come out of my bank at a higher amount than i agreed to but no one can explain other than "this is your bill" VIRGIN IS A JOKE.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Salisbury Virgin Media  
The broadband speed is good, tend to get the speed advertised. However when something goes wrong it is impossible to fix for them and constantly being on the phone to them for 40mins-60mins+ and getting nowhere. It takes an average for them to answer in 15-20mins whereas there competitors answer in less and the issue is resolved in that time. Decided to leave them 2 months into the contract as I've had enough, to pay good money and get a sub par service, its an absolute joke, ofcom should do something.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Lancashire Virgin Media  
Miss sold a phone line that Tripled my bill!
I was sold a bundle for internet, tv and landline, the landline was meant to come with free landline call and was sold on that being when ever. My bills went from £78 to £227! When I explained I was told I had free landline calls they said it was only for weekends and it was all my fault, they did help in the slightest and frankly didn’t care, the attitude of all the staff from customer service in India was disgusting to the point that I have cancelled everything. As much as the Virgin TV is a good service, this has completely tarnished the company for me, back to Sky I go...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Enfiled Virgin Media  
YOU HAVE BEEN WARNED
YOU HAVE BEEN WARNED! I am sitting here a month after giving VM notice of leaving and still they are messing me about I have contacted them 6 times over that month to tell them I am leaving and now still they say after all that time there is an issue, so my advice to anybody would be DO NOT USE VM !!!
Northern Ireland Virgin Media  
A shocking service particularly for the last 3 weeks but hasn’t been satisfactory since we joined Virgin Media. Have been meaning to leave for a while now after lots of unfruitful telephone calls to Virgin Media customer services and technicians . Customer Service is very poor with no recognition of the difficulties we’re experiencing with frequent periods of no connectivity. I don’t feel I can award any star ratings - zero across the board.
Bradford, UK Virgin Media  
Virgin media doesn’t care
I have had one of the worst experience with this virgin media company. I called them 3 times in 2 weeks and they said an engineer will call and come but no one called. Now when I called them the call centre team and manager said , the service is not available on that postcode.
The annoying part is that they are providing service just next door. And not in new build house where I am based.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Stanwell Virgin Media  
I wouldn't give one Star! Avoid these ( if not already a victim). The Broadband is awful, been like it for months on an off, after a large number of complaints I get no help! All they care about is payment. I have Cancelled 3 TIMES! And still not honoured! These really are crooks and need looking into.
JUST AVOID!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Mansfield Virgin Media  
I've been with VM for over 11 years. In that time, I think the internet has gone down only a handful of times and it has been consistently very fast.

The reason I'm leaving them is cost. I'm basically on their minimum package but still getting charged £60 a month for 70Mbps internet. That may be reasonable value, but I just don't need that speed. And they're unable, or unwilling, to offer me anything less.

Trying to actually leave them has been fairly stressful. You can't cancel on their website, or via email. Nor do they make their postal address readily available. You have to go through their awful call centre. If you go through the menu to leave VM, you'll be put on hold for half an hour and then get through to someone who can't actually perform the task that the menu took you too. They then put you through to their retentions department - another half hour wait.

After countless attempts to actually talk to someone who would cancel the service, and failing, I ended up finding their postal address on the VM forum, and sending a cancellation via recorded delivery.

It's one thing to try and encourage customers to stay, I was initially quite willing to be persuaded, but after this experience I can't wait to be rid of them. They seem intent to obstruct you from leaving, and they do it in a "you can't do that" rather than "what can we do to make you stay" sort of way.

Got a BT line installed the other day. It's 1/10th of the speed. It has several computers, phones and catch up TV boxes attached to it. No one in the house has noticed any difference and the wifi is actually better.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
southend Virgin Media  
Customer services zero, broadband speed average never get the speed I'm being charged for or as advertised, so not fit for purpose. Going back to BT ASAP, top advice AVOID.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Wakefield Virgin Media  
Worst customer service ever. Problems with my parents phone line and broadband. They are in their 90s and have a careline alarm which is attached to the phone line. Constantly experiencing lost connection which means alarm doesn't work. They say they have not identified any problems on phonelune or network. Been pushed from pillar to post. Booked an engineer but was then told no engineer booked. Couldn't speak to anyone in authority only offered a call back. Not good enough with vulnerable people. Moving parents to another supplier. Fast speeds only any good if it works.
NORTHOLT Virgin Media  
The actual service was quite reliable however their customer service is appalling so my advice is DON'T TOUCH WITH A BARGE POLE!
I was with them for several years but felt I was paying too much for a service with lots of features that I didn't use - asked to reduce level of service to reduce cost and was told (after spending a couple of hours on phone) that it was not possible -so decided to leave. Sent letters (by recorded delivery) and also contacted another broadband provider. It seems when the other provider contacted VM to transfer my telephone number the disconnections/retentions dept became involved- they offered me a decent package at a reasonable price and I was tempted to stay - I queried if the cancellation letters I had sent would affect anything and was assured that if I agreed to a new contract then they would not take effect. GUESS WHAT - go away on holiday and aware of a problem, so contact VM to find out that whilst I have been away my services have been cancelled from my letter! I spent over an hour on the phone trying to get my services re-instated - no form of apology - they admitted there was a recent contract but no notes on the system to say to ignore my cancellation letter so the service had been cancelled. They would happily set up a new contract but at a higher price than I had agreed- of course I refused and demanded to have the agreed contract re-instated - got passed between several members of their staff to be told the same thing - asked to speak to a manager - was told I was going to be put through, then the same person came back and told me the manager would say the same thing! I got cross and they hung up on me - AVOID YOURSELF THE STRESS - DON"T DEAL WITH THIS COMPANY - THEY DO NOT UNDERSTAND CUSTOMER SERVICE - GO ELSEWHERE.
  • Satisfaction
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Warwick Virgin Media  
Awful DONT GO WITH VIRGIN Customer service is non existent and i thought talktalk were bad virgin is ten time worse Avoid them at all cost , like boris johnson they lie all the time THE company from hell
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
marlow Virgin Media  
I have been with virgin media for over 9 years. The Internet is overall not too bad. However if you are unlucly enough to experience any kind of problem, you have had it. On average I have been on the phone for 45 mins just to speak to a person. When you factor in the lack of value for money it doesn't make for a good package. I would avoid. On completionbof my contract, I will go elsewhere. Having ultra fast broadband doesn't negate you of providing any kind of customer care.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Manchester Virgin Media  
Never bothered with a review of a company before, had heard bad things about virgin media but still went ahead and took out broadband with them believing it was the usual stuff you see online.

Wish I hadn't bothered, I pay 3 times more a month compared to my old provider for 100Mbps but it's down completely a lot. When it works the WiFi signal is shocking in a small house it's down to dial up speed upstairs, the customer service team suggest WiFi boosters which really shouldn't be needed as my old router was absolutely fine.

I've been palmed off for over a year by them, eventually had an engineer come out and discover there's a fault on my cable and it's been there since I took out my package. That doesn't cure the shocking WiFi signal (lots online about the hub 3.0 having shocking signal)

I can't wait to have it took out in 2 months it's been a massive disappointment, the customer service team are so bad it's almost like they're trying to be terrible they'll hang up on you if they can't palm you off with nonsense. After a year they've finally sent someone out to fix something that they were told about a year ago but just palmed me off.

For how much it costs I'm amazed they think a solution to fix the bad WiFi reception on the hubs is to install WiFi boosters around my 3 bed semi so it's usable when previous cheap routers have been perfect.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
North east Virgin Media  
We setup a virgin business account having been with talk talk for over 10 years with no issues. We decided to change for fibre. When the rep called we setup a direct debit, as an opening deal we were offered 3 months free. The first invoice that arrived was incorrect, I contacted Virgin they said they would correct and that there would be nothing to pay next month. We had another couple of invoices.. I filed them as they were paid by direct debit, Then one morning we had no internet access, and couldn't make phone calls. When we called Virgin to report a problem, we were told we had been disconnected for non payment. I argued that we had setup a direct debit (I have the letter to prove this). Virgin insisted that we hadn't (basically calling me a liar) and we should have paid the invoice, and that we now have to pay the outstanding invoices and a reconnection fee of £20. This we did immediately, as we were effectively held to ransom through no fault of our own. Virgin have now damaged our credit reference with a default. This was not our fault, the direct debit had been setup but virgin didn't apply it to our account. The Virgin Rep visited again recently to ask how things were going, he confirmed that the only way to setup the account is with a direct debit. What an absolute farce. Virgin don't care. beware. On top of this we've had outages and lack of speed.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Christrchurch Virgin Media  
Total **** inc there even worst customer services avoid like the plague at all costs
  • Reliability
    1 star
Sutton Virgin Media  
ABSOLUTE CON!!! Do not choose virgin media for your broadband! Over the past year we have had on 2 occasions a technician come out to “fix” the service and both times we have been left with a worse connection and service. To start with the price is constantly rising as if it wasn’t extortionally expensive already. They say the price is rising so they can give you a “better quality” of service which is a total lie! They just con you out of paying more and more money. You do not get the type of service you pay for. When it actually works the WiFi is reasonably fast, but half the time it does not have an internet connection. It is totally unreliable. When there is more than 3 devices using the WiFi it becomes incredibly slow even though we are paying to be able to use 5+ devices at high speed. Considering we don’t live in a mansion you would’ve thought the connection would be able to reach every room in the house, no. The WiFi connection Is only available in the living room the router is in, the room directly above it, and the kitchen directly next to it. This leaves 3 rooms without a connection. Since we pay in excess of £60 you would of thought it would be able to reach every room in the house which are not far from the router at all. On top of this the online and telephone customer service is SHOCKING! Not a single person I spoke to seemed to actually want to help out with your problem, they basically told us if we didn’t like what we got, bugger off somewhere else!! Oh by the way, this was after calling multiple times and every time being put on hold for almost 40 minutes! If you have to wait that long to be able to speak to someone who “deals with technical problems” or who “deals with cancelling accounts” there is clearly A LOT of unhappy high paying customers. Also, when you finally get through to speak to someone, it is very difficult to understand them as none of them seem to be able to speak proper English and you spend most your time repeating yourself or getting them to repeat themselves. There is no long term customer loyalty. Before we started having these problems in the past year, we have been with virgin media for probably 10 years and we have received no rewards, discounts or upgrades on deals whatsoever. The price just keeps on rising! When we very first joined we must’ve of been paying around £30 for amazing service, and now it’s done a complete 360. We pay over double the amount for the worst possible service you could ask for. after trying to get a hold of service teams for 4 days, we have finally been able to happily CANCEL our account with them and joined with EE broadband who have offered us a super fast WiFi deal at nearly half the price. EE by the way have brilliant and fast customer service with polite and clear English speaking team. They also said they barely ever raise prices once you’ve chose your plan. Get yourselves on the phone to EE ladies and gents and cancel that virgin media bulls**t!!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Manchester Virgin Media  
I've been with Virgin Media for around 2 months. In that time, there have been around 5 outages, with a couple of them lasting several hours. Once the network comes back up, the Virgin hub takes several more hours to connect and get stable (lots of false starts, lots up connecting then dropping the connection). The web page and general interaction with Virgin are awful. Speed is decent when the service is up, but see above. I can't say that Virgin can be relied upon if you really need the network to be there - I'm doing a house remodel and need the internet a lot, plus our home entertainment is all internet. Will be switching. Awful
  • Satisfaction
    2 stars
  • Speed
    4 stars
  • Reliability
    2 stars
Manchester Virgin Media  
Terrible customer service. All i wanted to do was change name on the account and reduce cost as after 12 months goes up by £15 a month!!!
5 hours worth of calls and still no one can give me the deal that was provided on my initial call.
Keep telling me to access my online account - which i cant access because of change over and 5 days for technical help.
Terrible teams working on the phones, one lady argued with me for 10 moinutes when i asked to be put through to a manager (as no complaints area!! - i wonder why)

Not worth the wasted time. I am not on the search for a better provided. Hence where i found this site.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Herfordshire Virgin Media  
Very expensive and poor long term customer loyalty. I will be switching next month as I've been paying well over the odds for years.
  • Satisfaction
    4 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Hartlepool Virgin Media  
When it works the speed is good. Calling Virgin Media is always slow and painful. No way to notify them of outages other than calling. Booked engineer does not turn up, no message or calls. Customer service chase engineer but are unable to provide any information such as how far away the engineer is or how many customers between them and me or any other estimate.
I have called to complain and informed 'the system' will somehow determine a discount to apply to my bill, which is doubtful and also probably mean knowing them.
I am switching broadband as soon as Ecotricity setup up their service, because their customer support is excellent.
Highly unrecommended.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
London Virgin Media  
Extremely poor administration. BB tends do slow down quite often - I am paying priviledge. Costs are very high just for WiFi & BB I will be cancelling in Aug as their costs go up in Sep.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
NetleyAbbey Virgin Media  
There has been breaks in theservice with no warnings or compensation
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Lee on the Solent Virgin Media  
Customer service is terrible been trying for days to speak to someone broadband keeps disconnecting then reconnecting wouldn't recommend virgin media to anyone
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
England Virgin Media  
Customer service is a nightmare. I've been trying to cancel my contract with them for two weeks now, they refuse to acknowledge that has taken place and they keep sending me emails about my new upcoming charges for the next year. Customer service incredibly rude and unhelpful. Never again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
London Virgin Media  
Totally useless technical support that are just like robots and never listen to what you’re saying
  • Satisfaction
    3 stars
  • Speed
    4 stars
  • Reliability
    3 stars
London Virgin Media  
I've come to loathe Virgin Media. Constant service slowdown and interruptions and this is after 2 technician visits trying to "fix" the line and what have-not. Ludicrous. Pathetic service. Switching to someone else NOW. Stay away! They suck gas!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
NW3 Virgin Media  
I don't know what has happened to Virgin but Usain Bolt has been replaced by Ann Widdecombe with her laces tied together.

Just awful. Phoned their service desk from my Virgin phone and after 200 keypad entries I just got "the other person has cleared". Meant to be getting text message updates on a service outage which is meant to be fixed but event their text service is down.

I pay for a 350Mb/s service which is capped down the network (trying to hide it) at 80Mb/s.

Spoke with the paranoid android customer service person and I just gave up and gave notice. Comical.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol Virgin Media  
Internet speed is good, when it works. Keeps dropping on a regular basis since February. Already had the hub replaced ans two visits from a technician. Customer service utterly useless and I had to wait over 3 hours for my chat being answered.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Croydon Virgin Media  
Absolutely disgusting vile lying load of robots .

Every month demanding money for a service which was asked to be downgraded the previous month for a period of 4 months .

Will be suing for loss of earnings and inconvenience
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
Liverpool Virgin Media  
It is normally very reliable. But now something seems to have gone badly wrong with their customer services. I have spent about half an hour listening to the horrible 'music' on the phone waiting for somebody to reply. The online service is no better if you need to talk to a person. Its very frustrating. Im paying £80 per month for this and I've had enough!
  • Satisfaction
    4 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    4 stars
Cambridge Virgin Media  
Appalling service recently.
I have had Broadband and landline with Virgin Media since 2011. Apart from having to ring them every 18 months to negotiate a cheaper price, I have always had a good service from them.......UNTIL 2 - 3 months ago.
Since then my internet has been intermittent at best. Each time I phone I am told that there is a problem in the area and it will be fixed by x date.
This date keeps being moved forward - they now say 14th August!
When I first phoned, I was credited with £10 and promised that it would be fixed within 1 week. Today, after spending 55 minutes on the phone to them, I was offered a miserly £5.
At no time has Virgin media written to me to acknowledge that the problem is ongoing. I have received 2 letters informing me that they will be doing important maintenance work in my area and there may be disruption on a particular day.
I am getting nowhere with them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    1 star
Manchester Virgin Media  
Am supposed to get up to 350GB, but at the moment am getting only around 80GB. Is also often down. Quite why Trading Standards permit this, is a mystery to me.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
NOTTINGHAM Virgin Media  
I had two years of broadband at 10% of its supposed speed due to the incompetence of this evil company. When I tried to leave, they were at their worst. They billed me for months after I switched, sent me confusing bills and badgered me and now, months later, they are threatening to charge me for kit I returned two weeks ago. You can't get through to anyone who understands you and the company doesn't care at all. Awful.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Linlithgow Virgin Media  
For the amazing reviews Virgin is getting, the internet is shocking. Unless our tenement flat is of a special kind, the signal seems to be restricted mostly to the room where the router is, so a bedroom three doors down or kitchen next door barely has any internet (and that's with laptop, tablet and phone of three different brands...) so hopefully a booster will fix it.
The installation was really quick and the staff was great.
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    2 stars
Glasgow Virgin Media  
After years of utter rubbish broadband services and price increases I decided to leave and what a relief the best decision I ever made , when I was with virgin media I was constantly getting losses of services and always getting price increases and whenever I tried to leave VM the VM customer convinced me to always stay stating there services can't be beaten your getting A+ grade service compared to all other suppliers and guess what I joined another broadband supplier and never had any loss of services it just goes to shaw don't trust this evil money grabbing company who don't care about loyal customers
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Keighley Virgin Media  
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
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Uk Virgin Media  
the broadband constantly is down or cuts out and you end up having to reset the router more than 2 times a month. they try to lure you in with cheap deals when you talk about cancelling your contract.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    1 star
doe Virgin Media  
I have had issues with virgin media for a while broadband and TV I was miss sold at the point off sale I have asked to speak to a manager and on a number off times been miss informed or been lied to as never got call back been going on for over 3 months. Just today I have called up all I have told them is that there are notes left on account and manager was suppose to call me back on a number off times but failed to call back. First adviser when asking for a manger said to me I've just started my shift and dont give me that attitude. And then put me on hold to get manager and dropped call on me. Second call told adviser read through notes and get manager as I've gone through same issue a number off times. She insisted on hearing it from me even though notes were on there so whilst going through issue. Adviser put me on mute said hello 4 times before adviser came back on call and then said will transfer you through to manager but transferred me to another adviser. That adviser kicked off with me as when explaining to him said I'm through to wrong team. Then was transferred to another adviser back in customer service who said I will need to read through all notes on account and then get manager a put me on mute after a good 10mins cut call on me. Not once tried to call me back very very bad customer service. Will be looking to leave. There customer service everytime is the worst I dont think there is anyone as bad I will be taking this to offcom, Virgin media dont care about one person complaint if everyone starts to complain that's when they will do something about ther customer service
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Nelson Virgin Media  
We have no internet, the customer service is just plain terrible. Will most likely change broadband service
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cambridge Virgin Media  
Virgin media avoid like the plague
Utter total rubbish problem s week after week useless customer service total ripoff will never use again now with bt very good service and much cheaper
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
London Virgin Media  
Very bad speed, very bad customer service experience, appallingly very expensive broadband, not recommended
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Manchester Virgin Media  
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
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
UK Virgin Media  
The worst and most expensive broadband company in the UK.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Jones Virgin Media  
Come 9pm the internet is pants. Keeps dropping out every few minutes. Followed the instructions to reboot the router etc and makes no difference. The service is as reliable as a chocolate teapot.
  • Satisfaction
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
Stockport Virgin Media  
Appalling customer service this company has. No manners, no idea of what customer service is, they basically don't care!

Our virgin media services were disconnected in March 2019 and we were expecting a cheque of £42.96. I have been following it up with Virgin Media and was told to wait for 60 days from 24.04.19 as cheque takes 60 days to process.

I called Virgin Media again on 05.07.19 and was told that the cheque was sent to a different address (that we lived at 4 years ago). I was then told to go to that address and get the cheque as this is the address that I had given for any correspondence. I tried to explain that services were not provided at that address but our current address and we no longer live at that address, so cheque should be sent to our current address.

Absolutely no apologies from the customer service representative who said that it is not a mistake but miscommunication and asked me to ring next week to sort it out with another team.

Asked to be put through to a Manager- spoke to Mushtak who repeated the same thing and blamed me for providing wrong correspondence address (which I never had, why would I?). I asked Mushtak how I can complain- he said that he is the Manager and will deal with complaints. Asked him how I can contact his senior Manager- was told that he cant provide details- he is the one who will deal with this. I said to him that I don't want him to deal with this but he still would not give me any information re: escalation process.

Don't understand what is the point of asking all the security information including address on the phone when the cheque is still sent to a previous address.

Absolutely appalled by the the customer service and their attitude towards their customers. Appalled by the complaints procedure as well and the attitude of the Manager towards it.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
London Virgin Media  
Worst company on planet poor service terrible pricing and the customer service is like fighting Tyson with a blindfold on, use anybody but this conpany
England Virgin Media  
Switched to Virgin Fibre Broadband (M100) as it was recently available in our street and our current provider didn't give good enough speeds to allow Amazon Prime to stream (Netflix was fine).

Tests show that we're getting 110Mpbs but the performance is about the same as our previous supplier (maybe a bit worse) and tests on those showed a fraction of the 100Mpbs we're supposedly getting from Virgin Fibre Broadband.

In the 10 or so years we had our previous suppliers (Sky and Vodafone) we hardly had any issues with loss of broadband.

In the 3 months of Virgin Fibre Broadband we had no wifi on four separate occasions.

We'll be switching back to BT/Vodafone/Sky/whoever as soon as we can.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
Manchester Virgin Media  
Been Virgin since it first came out as Telewest. I am now escaping as the Bill's have gone up and up.Now I have my leaving date l get no customer service only one in India. Had a useless young woman yesterday. I'm disabled with limited movement. Yet they expect me to get down and remove all their equipment put it in a box and take to a drop off point. I dont drive.Got a young man from India this morning and sorted it.Now they are trying to lumber me with a great final bill when they cut off before my bill is even due. Priceless ir what.They said I could go back any time I wanted.Even tried to lower my bill.Only did it to stop me going. They have really not tried before only when l am leaving them. They dont all sing from the same hymn sheet. Time they got their staff together and trained them all the same. I agree with many people. They say they can do something for you but it never happens. I a disillusioned ex Virgin customer
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Lancashire Virgin Media  
Honestly the worst broadband company I’ve ever dealt with. Was told the engineer would come between 9-4 to install so we were awake from about 8, and he came half an hour late in a 7 hour window. Then, when the new WiFi was installed we told him we couldn’t get any connections in the bedrooms. He told us this wasn’t his issue because he wasn’t actually from Virgin (yet was in a Virgin van and wearing a uniform??) and then left. Called customer services and had one person tell us we could get free boosters to help get connection upstairs, then another telling us we’d have to pay for the boosters! What’s the point installing the ‘fastest broadband’ if you can only get it in your hall and kitchen?! Their customer service is the worst and the broadband is totally unreliable, honestly just save yourself the stress and use any company but these cowboys!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Belfast Virgin Media  
Unreliable. Frequent outages. Unhelpful customer service. Avoid.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Virgin Media  
Worst nightmare ever interned braking down 40% of all contract length customer service just give you false promises and hopes always mistakes and overcharged.
Feeling like not a appreciated customer but beggar
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Birmingham Virgin Media  
Really bad guys. Since a dispute with this company I have been using a 4G router with PAYG sim with 3 (Three) UK and the service and quality has been better.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Renfrew, Scotland Virgin Media  
Avoid at all costs. Absolutely diabolical WiFi. The WiFi has been down every single down in the month of June, and intermittent in the month of May. When you try to get through to customer services there’s a pre recorded message, saying they are dealing with the problem. When asked about refund, offered £2.67 for a month of no internet.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Catford Virgin Media  
Awful service, consistent connection issues, non existent customer service, inexperienced tech support, avoid like the plague.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol Virgin Media  
Called virgin media to give 30 days notice as I wanted to cancel my contract. The agent I got through to Miwa kept telling me I was failing dpa even though I was giving her the correct details (later accepted by Miwa). Hmmm doesn't quite add up does it. When I got through that charade she asked me why I wanted to cancel so I explained I no longer want their services, she advised that is not valid and would not process my request. I advised I will call back and speak to someone else. Within half an hour after the call my internet went down. I called back to tech support to find out my routers MAC code had been deactivated. Very convenient! At this point i was absolutely fuming. What a bunch of cowboys, to treat a customer that way is despicable. I will be raising a formal complaint against Miwa for the inconvenience caused and the terrible customer service. Surely her actions are against customer service policy and virgins duty of care to customers
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Warrington Virgin Media  
My broadband has been on and off for 10 days now and has now completely stopped for several hours. Virgin just give excuses, keep informing me it's working again, but its not. Really poor customer service.

I could write a small paper on the issues I've had with Virgin Media but simply put, they have the worst customer service I've seen from any company
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    1 star
Edinburgh Virgin Media  
APPALLING SERVICE AND THEY MAKE IT HARD FOR YOU TO LEAVE! We've been without a working telephone line for 6 months now. It started with white noise and since a visit from a Virgin technician is now a load crackle. Subsequent visits have resulted in a realisation that we need a new cable. The technician on the day of this new connection informed me that he couldn't do the job and I'd have to wait a further 6 weeks for council permission to fix a problem further down the street. I cal to leave Virgin and was told I';d have to give 30 days notice, I got put through to another department to action this and waited on the line for 25 minutes. On another call I was informed that one doesn't need to give any prior notice to leave. However the latest is that I can't get compensation if I'm not a Virgin customer so I have to wait until 4th July to leave. I'm not under any illusion that the compensation will be enough. I'd tell you about the appalling 'superfast' broadband service but that will have to wait for the next review.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Manchester Virgin Media  
So many problems with them, first they charge me for something I never been use. My land line was broken so I can’t use it , but I found out about it after couple of months. Always used mobile phone for calls so actually not need land line but that time it was the cheapest option for broadband so I chose it. I talked with service they send 2 x engineers and I get new connections from box to my house. Then I asked for getting my money back for land line calls, coz someone been connected to my line. My mistake was to not check direct debit payments coz I truly believe thats situation not exists to be connected to someone box!! Very big mistake from my side! And Up till now I still waiting for my money back!! I don’t remember with how many people I was talked but only today it was 6 persons and 3 hours on the phone!!! I have all proves they collect money each month instead taken it from my extra credit for mistaking charges! So I hold on payments and what’s happened?? They disconnected my box! Worse service ever I had in my life... thats my scores for big and strong company Virgin media! I want give a 0 points but is no option for it!! Terrible. Now is no point to take broadband coz soon we get 5g speed on phones don’t need anymore land line with unlimited share, you can do whatever you want!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wigan Virgin Media  
Been with virgin media for a couple of years. Promises big broadband speeds. Although very very slow. Takes forever or never able to get through to customer service. Average waiting time through personal experience is 30 minutes plus to speak to someone. Totally dissatisfied.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Daniel Virgin Media  
Admittedly, their broadband is fast and reasonably reliable. However, customer service is appalling. They raised their price for 100 Mb/sec from £36 to £48 per months (including landline rental) without ANY correspondence or offer to object or cancel. Trying to negotiate after 3 years of loyal custom, their best offer at 50 Mb/sec is £41 (£22 with Vodafone for similar package). Obviously, no link on their website to cancel my contract without fuss, and now being held in a queue to their accounts team for an hour, second time in one day (first time they just hung up). Unwilling to call me back or accept cancellation in writing.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    3 stars
Liverpool Virgin Media  
Too bad I can't give 0 stars. Answered the phone to a cold caller and was initially uninterested as I was still in contract. Convinced by the sales man to move from Vodafone due to offers of no activation fee, promise that they would take care of the cancellation of my Vodafone account and pay off my early termination charge. These were not demands made by me but rather offers from the salesman when I said I was happy with my current deal.
None of the above promises were held to, and when I then asked to leave they threw a £250 early termination fee at me. Naturally, I asked to speak to a manager and I was told I would get a call back in 48hrs. It is now 8 days later and 5 more calls to virgin (including another promise that I would get a manager call back that evening) and I'm still yet to speak to anyone of authority.
Don't bother, they're liars who are just after your money.
P. S to make matters worse I was told by one customer service agent "I don't know why they keep telling people things like this when they're not things we offer. This is the third call about this I've had today". So they know full well what they're doing.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Barnsley Virgin Media  
Sick and tired of virgin paid £38 pm for 100 meg was lied to by the salesman saying I could get the same discount in 12 months, they put it up to £59 because they are the only provider who anything above 10 meg in our street, also constantly getting low single figure speeds in the bedroom of a small house and was told I’d have to pay extra for a signal booster avoid virgin like the plague
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Liverpool Virgin Media  
Been with Virgin for 8 months, paid for the 200mbs package and I can say that the first month or two I did reach that speed. Soon after i would only get a maximum of 30-40 and reach minimums of 3mbs. The speed they provide it's not consistent and their claim that they provide the fastest broadband is utter lies.

Secondly, I wanted to transfer my account to my friend, living in the same house, because I had to move somewhere else. When I called I asked for my account to be transferred to my friends' name and they informed me because it's a transfer I won't need to pay the cancellation fee and the whole process will take up to a month during which I will still be paying the internet. 2 days later they've cancelled my account and stopped the service, they've forced me to pay the cancellation fee and won't even get the extra credit for referring a friend because the account is disabled. Even though this is their fault they kept repeating that there are no notes about this transfer and blaming me for this whole deal. I never asked for my account to be cancelled and they just did it because of their incompetence. At the beginning of each call they say they will record the call for training purposes, I even suggested to listen to my conversion but they refused saying they will never do it.

This is the worst customer service I've ever seen, people don't care, and when they make mistakes you, the customer, will pay for it.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham Virgin Media  
My advice to anyone thinking of joining Virgin would be 'stay away!' We have been with Virgin for around 16 years - recently they put our prices up as our contract had finished. I called them up as I saw that new customers were entitled to a package nearly £20 a month cheaper than what Virgin was charging me. We have done this in the past and have always been able to fix in again and negotiate a new price. Was told by a very rude and unhelpful advisor that Virgin no longer offer existing customers a new contract once their old one expires the deal I had seen online was for new customers only and I would have to suck it up unless I wanted to fork out more for a TV package in which case he could offer me a new contract. Asked to make a complaint and he said "there's no point because I will immediately close the complaint down" I insisted I wanted my complaint noted. The rep said he needed to put me on hold he then disconnected me. Shocking service, awful company will be cancelling my services with Virgin and will never return.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Portsmouth Virgin Media  
Moved over from talk talk because of the promise of faster broadband and a better overall performance.
Been a customer for 4months and so far not impressed.
Broadband is constantly going down in my area and it's so slow. It's really frustrating.
I will be changing providers at the end of my contract.
If you are thinking of coming to Virgin, remember that the grass isn't always greener folks.
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
Oldham Virgin Media  
Shocked to find that I cannot contact Virgin Media by email. I tried the online form and it took forever to fill in a long list of required fields which they already know as I'm signed in. Then, to add insult to injury, the whole lot was lost before submission. I'm sick of speaking to them on the phone. Only interested if they can sell something. Looking at alternatives
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    4 stars
Plymouth Virgin Media  
Broadband cuts out regularly.
Started doing it again today so so just spent 1 hour 20 mins on phone to them being bounced around from person to person.
Everytime you go through same security checks as they don't seem to have any continuity between operators.

Eventual solution is there is a fault in the area they'll send someone out but that will take 5-7 days!

No compensation offered.
Cancelling the contract incurs an early termination fee. That can only be waived if the fault reoccurs 3 times in 1 month.
Given that each fault takes 5-7 days to fix, they know that's almost impossible. Basically, they've contractually arranged it so they could leave you without internet for 10-14 days per month and still charge you for cancelling.

Incidentally, i'm in central London. If it takes 5-7 days to fix a fault here, God help anyone who's with them in a rural area!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
London Virgin Media  
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.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Blackpool Virgin Media  
Switched recently from Talk Talk - biggest mistake ever. Broadband is much slower and costs more. In fact it’s so slow, I can’t even do a speedtest. Particularly annoying when trying to work from home. I wish we had objective and accurate information, before switching.
  • Satisfaction
    1 star
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    2 stars
Sw20 Virgin Media  
In parts of the house we can't even get a connection. I contacted virgin a few times after getting it in. Couldn't get a satisfactory answer. So I have just gave up ringing them. Can't wait for my contract to finish
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bt62 1ju Virgin Media  
Completely awful! Stopped my internet 10 days before my actual end of contract date. Have to wait 2 days for a technician when I have deadlines and work to do. The only way I can connect to the internet now is through a pay-as-you-go WiFi spot from BT which works better than my wired connection from Virgin.

Don't use Virgin!
Colchester Virgin Media  
I have now over 5 months with virgin and had problems with the internet every single week... is the worst broadband I had so far
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Harrow Virgin Media  
Worst comoany ever.I had Sky before and I still regret I change them to Virgin Media. I pay for a 100mb/s at the moment, broadband speed keep dropping to 6-8 mb/s in crucial moments. Spoke with Virgin custumer service hundreds of times NO RESUKT. AVOID AVOID AVOID
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol Virgin Media  
First things first - the broadband itself (200mb in my case) is lightning fast and much more reliable than it was a few years back, where router restarts were required almost weekly. So credit where it's due.

The flip side is the cost and customer service. As an existing customer with TV and phone trying to downsize to broadband only, the 'best' price they could give me for their slowest internet was £50+! Upon hearing this I decided to cancel and spent about 4 hours cumulatively over 4 days attempting to get through to their 'specialist' team to inform them of my decision. One call lasted over an hour before I hung up, and having to explain the same story to everyone I spoke to got old very quickly.

Unfortunately this pathetic customer service has really soured my opinion of Virgin and any thoughts I had of going back to them in the future have evaporated now.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    4 stars
Hertfordshire Virgin Media  
I am giving this review because they are a scam they send me letters saying you could get 500 pound if I rejoin this virgin media took over £7000 in 3 years they took over £7000 for 1 phone and 1 broadband they said they would charge £28 the internet stops working to it takes them a week to come they still took the bill of 1 week even when it wasn't working I am happy now I am with sky it's the best company they they said for 1 phone they took £85 when they said it will be £25 the most scamming company is virgin media.
I am now with sky it is the best broadband company and no hidden fees.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bradford Virgin Media  
AVOID AVOID AVOID..you have been warned...trying to get through to customer service when things start failing (and they will) will be the start of your nightmare...YOU HAVE BEEN WARNED
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Poole Virgin Media  
Signed up in 2016. Got an installation date. Days before installation they co texted me stating they had cable problems and couldn't install. I then had no tv/internet for 2 weeks whilst I got another company to fit it's stuff.
A couple of weeks ago a get a leaflet stating virgin is now in my area. Had some great deals. Signed up again. 2 1/2 years later guess what. They contact me a few weeks before installation stating they can't install as , you guessed it, there's a broken cable.
Messed about twice by an incompetent and ignorant company.
Luton Virgin Media  
Slowest WiFi ever, slowest response and not working properly
  • Speed
    1 star
BUXTON ROAD Virgin Media  
Stay away. Money ripp off no integrity. All about making profit. The contract is 30 but you pay more and more . Lies they always have answer to justify their theft. I used them years ago and came back after 15 yers nothing changed. Shame on you bosses of virgin you are taking money of people who have no choices in life poorer and work for every penny. Thieves not a comoany. Their polocy is wrong. They cheat in between lines. Thieves thieves they prey on vulnerable. Their sales rep are liers liers
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
Hove Virgin Media  
Broadband etc is actually not too bad. Customer service, on the other hands, is the worst I have ever experienced. I have been playing ping pong with them over the past 3 weeks. My contract is due to expire at the end of May 2019 and I was looking to receive a competitive offer as a long standing customer (10years). I was given that offer during the first call with the customer service. However, their system didn't work so they promised to call back. They did, twice in the following week to say that the system had not been fixed. Then I did not hear anything from them for a week, called back myself only to hear that the offer I was given never existed and in order to receive any sort of offer I would have to have a phone line on top of other services, which I told them I did have. Their response was hilarious, they stuttered and said: actually you still can't get that offer! They promised to call me back, and never did. My issue has not been resolved, called them back again today and apparently there is a system error on my account (has been for the past few weeks) and noone resolved it. Have been promised a call back..

Honestly, what a **** show
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
London Virgin Media  
Try cancelling a phone contract. Cancelled in Feb 19 as phone is broke.Virgin continue to Bill.send complaint that phone is no longer in existence including number and they say they have addressed complaint.WHen advised I had received no response to my complaint they said they tried to phone but the phone was not working !!!! the very mobile I was complaining about.
Come on Richard sort your customer service out.Again cancelled today May 2019 trying to rip me off for a further three months contract.I DON'T think so.Terrible way to run a business. Won't be using any of this company's products ever again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
UK Virgin Media  
Worst service ever, every couple of months we gave issues with our internet and it stops working and it takes Virgin days and weeks to fix. On Sunday our internet stopped working and we have been waiting days for an engineer to come and each day they cancel and make us wait for hours. Each day we call the customer care and they still ask us to repeat the whole story and they don't seem to be saving the history. We are looking for another provider this week, six days with no internet and still no word on fixing it is unacceptable in the UK in 2019!
London Virgin Media  
Literally the worst internet I've had in years. Absolutely terrible reliability and the customer service is no better.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Cardiff Virgin Media  
Terrible customer service, hours on hold or playing ping pong with the automated system, have to callany times as issues not resolved, kept putting the price up even though only just agreed a contract. Also the ONLY company that charged beyond a family members date of death to the time of the call, all other services generated the final bill to the date of death! Worst company have ever dealt with.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Cambs Virgin Media  
The product itself is not bad at all. The customer service however is dire. They constantly ring you to "upgrade" you with a new offer so the bill goes up and up. When you ever need to ring the customer services department you wait for hours to speak to a person that doesn't speak English well to go round in circles, not get your problem solved and leave the conversation with the same problem but waves of rage to accompany it. I've even waited 35 minutes after selecting options to get to the cancellation team to be told its the wrong team despite the options and there's a further 30 minute wait to speak to the right person. Even cancelling it is absolutely ridiculous. Wouldn't touch it again with a 10 foot barge pole.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Nottingham Virgin Media  
Customer service is awful - so frustrating to be on the call passed between departments, upsold, put on hold, and re asked the same questions over and over again. It's almost like they are trying to be difficult.
  • Satisfaction
    3 stars
  • Speed
    4 stars
  • Reliability
    3 stars
LONDON Virgin Media  
For the money you pay the broadband is very slow at times, not worth the money you pay, I thought this was the ultimate speed broadband but I was wrong, we have had times in the past where it’s been down for a day
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    1 star
Leicester Virgin Media  
Not very reliable had it now go down within 4 months twice. Right hand doesnot know what left hand is doing. They will only give credit if its been down over 24 hours, service bad thinking of leaveing them.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
gloucestershire Virgin Media  
The worst customer services I have ever seen. Run, just run!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
London Virgin Media  
I am a new Broadband Customer moving from SkyTV. The broadband Service supposes to be installed and activated on 10 April by Virgin Media and at 10 April SKTV disconnected the broadband service. I received the HUB on 09 April and immediately I informed Virgin media customer service that there are no cables in my house. it took virgin media from 10 April to 29 of April to get my service installed and activated :( during that period 4 Virgin media engineers visited my house and at least I had made over 8 calls to Virgin Media customer service
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
London Virgin Media  
If I could give virgin 0 stars I would, they have been absolutely terrible. Appalling customer service and appalling service, I purchased 100mpbs and was served with less than 1 when using a Speedtest app recommended by virgin
Customer service repeatedly promised me I wouldn’t have any more issues after ‘fixing’ the problem but regularly I would have WiFi for 10 minutes before it stopped again.
I have never had to deal with such poor and rude customer service before and willt never choose virgin media for anything ever again!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Southampton Virgin Media  
Please do not sign up with virgin broadband they charge you so much on calls. And if you leave they will charge and you have to give them 30 days notice and they charge late fee Like bank. They treat you very badly when you gibe them notice. Very aggressive customers services. Not sure if Richard knows what’s going on in his company.

If you want peace of mind keep away.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Lndon Virgin Media  
Slowest WiFi ever, slowest response and not working properly
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hounslow Virgin Media  
I massively regret signing up. Its been a nightmare from the very first moment. They have started charging us for a broadband and tv service, despite the fact that they have failed to deliver anything. They've made so any mistakes, lied to us and wasted endless hours of our time trying to contact them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Internet connection CONSTANTLY INTERMITTENT. You phone up and they fob you off with ‘you need an extension router to stop intermittency’ then you buy one and the connection is still intermittent on and off constantly. Load of crap!£
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
UK Virgin Media  
If you're thinking of going to virgin for anything, please don't make the mistake that I did.

They are the worst ever company that I have ever dealt with. I decided to change to them as their package sounded good, but have never had my original telephone number allocated to me.

I have made over 20 phone calls in the past few weeks in an attempt to solve this, but I have different answers all the time. I have spoken to managers on three occasions only for them to put the phone down on me... its so frustrating.

I have had this number for over 22 years and my husband relies on this for his business. He has lost customers now as they can't get through.

I changed over on the provision that they keep my number.

I spoke to customer services on several occasions, and at one point I thought I was getting somewhere. They arrange for an engineer to call to sort it out. Low and behold, he came and installed a new line, a new number, can you believe it. This number is no good to us at all.

So, if you're thinking of changing over to virgin, don't bother, they are the worst ever. I have sent an email to xray, and in the process of speaking to the ombudsman to try and solve this.

I am absolutely disgusted at their customer services and the the atrocious way I have been treated.
Neath Virgin Media  
DO NOT use Virgin Media WIFI - we have signed up and the day after our two week period in which we were free to cancel the contract ended our WiFi instantly became terrible. Do not choose.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Tooting Bec Virgin Media  
Bad customer service, very disappointing with virgin media for paying £52 a month just for the internet! I tried to call them many times to sort it out and always being very rude and not helpful at all..... just to take the money away from us. Very disappointed ☹️
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Absolutely awful. Waited 3 months for an install the first time. Just moved so I htought I would give another chance. BIG MISTAKE they created the contract only to be told that I have to wait 6-8 weeks to deploy 8m of cable. I called to cancel and I have been demoted from fibre to broadband, called a second time offices closed. The level of incompetence they show is simply excruciating I don’t know how they are still in business. STAY AWAY
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Northampton Virgin Media  
Cancelled Virgin Media yesterday to go to another provider. Today my internet connection is lost. Is this a co-incedance? I think not. Paid them for another month, so should be providing service. Loads of issues in past, e.g. replacement router that was inferior. Stay well away from them. They are not as good as all their advertising blurb promise.
Carnoustie Virgin Media  
Do not supply the speed they sell, not matter what they tell you or try to fix.
Hidden charges, they will state free set up, and then add an activation fee of £25.
The SD picture is the worse quality you will ever see on any provider, this is a ploy to get you to upgrade to HD at extra cost. I am 2 months into the contract and its the worse move I ever made, there customer service is shocking, waste of time contacting them. 10 months to go back to SKYQ.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
northern ireland Virgin Media  
Failed to process my cancellation and kept sending bills for 5 months - then passed the "debt" for 5 months' line rental to a debt collection agency! I now have the record of defaulting on my credit file and have been turned down for a phone contract because of this. I've called regularly during the 5 months and am always told that the issue is their fault and it will be sorted out immediately - then next month, I get another bill! At the end of my tether with them and I would strongly advice AGAINST ever using this company!

Unfortunately due to my roommates' previous contract I am now using a Virgin Media service again - even though we bought two lines to cover the 6-room flat and are paying over the odds, our internet still periodically goes down for no reason. (We're in central London.)

Please never use this company - they will steal money, fail to provide service, consistently lie to you on the phone and are very likely to ruin your credit rating as they're unable to process something as simple as a cancellation!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
I have been with Virgin for more than 3 years and pay for 100mbs. I installed WiFi UK mesh network and get 107mbs!!!

All the places where where Virgin provides Internet the speeds are fabulous.

Before Wi-Fi UK guys I stalled my mesh network, I could only get maximum of 70mbs from the original VM router. The WiFi signal was dropping too often. There were black spots upstairs and no internet in the attic. Who would be satisfied with lower speeds and rubbish coverage? Ps range extenders Virgin give out didn’t solve the problem. After I installed the WiFi UK mesh I get the internet I pay for everywhere and am a very satisfied customer of Virgin.

Customer service isn’t bad either.
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
LONDON Virgin Media  
Don't trust their advertised speeds. I pay for 200 mb/s but I only ever see just under 100 mb/s. 100 mb/s is fast but I don't trust Virgin when they promise, and I pay for, and they simply don't deliver
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    3 stars
Brighton Virgin Media  
I have been a customer of Virgin ,Media ever since it was Cable and Wireless then NTL then Virgin. The speed has gradually crept up but so have the costs. Last year in March I moaned about the cost and my monthly bill went from£59 to £25 monthly for phone and 200M broadband. The reliability has always been poor and WiFi always patchy but with the router on a shelf upstairs it’s just ok.
This March I called as my bill had jumped to £44 monthly and ended up cancelling my phone service however I had the rudest operator I have ever spoken to who dropped my call before completing the transaction. Next think, the line got swapped to another provider and someone at Virgin decided I didn’t need my broadband either so switched it off. After six calls and several hour wait, three operators promised to reconnect me and apologised for their mistake. Still didn’t happen so I called yet again and was told some cock and bull story about OFCOM rules and an 8 day wait to start reconnection even though it’s Virgins fault not mine.
Cancelled the direct debit so they can whistle and BT installing this week for free. This would have been bad normally but I had a very major cancer op when our telephone and broadband were off so had lots of additional stress caused by Virgin. Of course all my friends and family know why they couldn’t call me so Virgin Media have lost several more customers already. Do yourself a favour and go elsewhere
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Portsmouth Virgin Media  
Virgin Media The Worst Broadband Provider On Planet Earth
Virgin Media provide the worst of the worst customer service and keep putting their prices up and up and up and up. They are planning to increase my bill by 100% with no customer benefits whatsoever. Their call center staff are pushy, aggressive and totally unhelpful. With such poor service, their business must be suffering and to compensate, their remaining loyal customers are charged more whilst the sensible ones leave. Just look at their Trustpilot ratings, surely someone at Virgin must be looking at this and saying,,,,, boy have we got it wrong? or are they just too arrogant?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Berkshire Virgin Media  
Worst service ever! Intermittently disconnects/restarts throughout the day; I am on Vivid 300, and the download speed I am getting is around 5 to 10 mbps for the last two-three days, and they supposedly 'guarantee' a minimum speed of 180 mbps! Virgin is simply taking advantage of people and providing rubbish service if there is no BT fiber line at their locations!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Southampton Virgin Media  
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
UK Virgin Media  
WORST SERVICE EVER ! Terrible customer service, i am paying for 350Mbps, I get 20Mbps if i am lucky. The online chat function rarelty works and escalating an issue is impossible. THE WORST.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
Brigton Virgin Media  
Such a terrible service!!! Constantly cuts out take 5 days to fix anything AWFUL
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
SE11 Virgin Media  
Worst WiFi. Stops working between 11am and 5pm every single week day. No amount of restarting, resetting etc will get it to work and customer service just say that they can’t see anything wrong with it on the system and then, oh, 5pm comes and it works again. I work from home some days so this is incredibly annoying. Actually ended up getting a dongle which is wonderfully reliable. Not ok when the £40 bill for VM comes each month.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    1 star
London Virgin Media  
I have never felt the need to leave a review for any company before but I feel like Virgin Media has been such a bad company to deal with that I need to say something.

Not only were the customer service team patronising at first, they were blaming me for the screw-ups they made. I now have to wait three days before I can even use the broadband service I have already paid for, will be cancelling my contract as soon as I can and will never be recommending their services to anybody.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Reading Virgin Media  
The worst service in Uk they cancell my direct debit without letting me know and without reason So it looks like they don’t want money for they crappy service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Poole Virgin Media  
When you're paying for 100 mb download speed and over a period of 4 days you get download speeds of 0.1 Mb, 109.28 Mb, 40.74 Mb and then 22.35 Mb. Try talking to Virgin Media and you get an Indian who can hardly speak English and isn't really interested.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Nottingham Virgin Media  
From day one absolute rubbish rude and arrogant staff . and the worst WiFi I have ever had .
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Pinner Virgin Media  
Paying for 200 getting 39/40 !!!
When I speak to them they fob me off saying its because I am wireless and objects in the way or distance. My router is less than 2ft away from me in plain view !!!
Total rip off merchants looking for another provider and moving asap.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Leeds Virgin Media  
Have reported poor wifi speed a few times, feel
like I am banging my head against the wall. I have been told it is a problem internally, this is bull, if you turn the wifi box off for 10 seconds and then on again it starts working. Virgin Media have caused the problems by renewing the Green box at the end of the road and this is not being addressed. Broadband use to be good and reliable before thrreplacement of this connection unit. Sort out you poor internet speeds Virgin, they are not consistently what I am being charged for. On the verge of binning them off for Sky, no BT line connected to my property is making this difficult.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Waterlooville Virgin Media  
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!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Blackpool Virgin Media  
Virgin called me to offer me TV channels at £2 extra cost per month since I was already paying £50 per month for Broad Band. The Virgin Representative specifically told me; there will be 0 installation costs, 0 setup costs, only £2 extra per month.

Then they charged me for installation, I called to cancel it but it was too late. I explained that I was told 0 installation charge and hoped the call was recorded.

I was told that they would investigate, never heard anything since and the Box they installed doesn't even work properly, the TV picture skips every few seconds.

Record your conversations with them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Sutton 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  
After months of our Internet speeds slowing dramatically between 6pm to 9pm, we tried to get in contact Virgin Media. After several attempts using its online chat service, we spoke to someone who then turned off our Internet. We then had to phone and wait an hour to speak to someone to resolve the issue. The advisor we spoke to had the tenacity to suggest we had turned off our modem. No apology when she discovered her colleague had. Nothing.

After that we decided not to keep Virgin Media when we moved home. You need to give Virgin Media 30 days notice, which we did.

Only Virgin Media decided to turn it off three weeks early, making us even more stressed while dealing with the sale of our house.

Ever time we phoned Virgin Media, we were passed around, speaking to six people on the same call. Each had to complete security and then ask why we were calling. It is awful customer service designed to infuriate or wear customers down.

When we finally spoke to a manager, he said it would take 3 days to get our Internet back on. He would not give an explanation for this timescale. He offered us compensation of £8 (which when you work from home is just insulting). He was like talking to a robot reading from a script. When we said we still were not happy, he refused to send our Deadlock letter so we could go to CISAS (their alternative dispute resolution service).

It's been three days. Our Internet is still not back on.

Do yourself a favor. Do not go with Virgin Media. Their advertising is lies and their customer service is truly awful.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Glasgow Virgin Media  
Totally disappointed They cancel my direct debit without letting me know and now they expect to pay manually Shame on you virgin
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Poole Virgin Media  
Virgin Media Business should be ashamed of their service and they should change their company's name to some **** company because they do not know how to serve costumer and they are more professional in scams than in providing internet to people. I have been patiently waiting since three months for their people to install internet at my store but every time they came with different excuses which i accepted because i thought such a big company won't lie. The tricky thing with their contracts is that on the very first day they know that there is going to be extra construction work but they won't tell you in the start. After waiting some time, one will accept any condition to get the service on and this is the point when the virgin media will ask you for extra money or upgrade the package. To be honest i will never ever recommend this company to anyone even if they are willing to provide the service for free and in one day because they will lie again and again! Better to be without internet than being a costumer with virgin media business. I would recommend them to change their name from virgin media business to virgin media SCAM!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Trowbridge Virgin Media  
Brilliant product but the customer service is beyond shocking.
I was out of contract and wanted to cancel my contract because of a change in circumstances due to ill health. The first representative told me there was no problem and as I was out of contract this could be done immediately. They put me through to cancellation department, they said I had a debit balance so they couldn't close my contract. I knew I did not have anything outstanding, and having been transferred to their accounts department, they confirmed there was nothing owing. Over an hour on the phone and I spoke to NINE representatives. By the end I was actually close to tears and the person I spoke to was actually ridiculing me. I would NEVER go with Virgin Media again, and strongly advise people to give them a miss. I had trouble earlier in my contract with them, and I know these are bit isolated experiences. VIRGIN ON THE RIDICULOUS. There are other companies out there who offer good broadband service, and who offer better customer service. Be warned!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Greater Manchester Virgin Media  
Paying For 200. Getting 15.
Virgin media are outright stealing from customers.
Scunthorpe Virgin Media  
Truly appalling customer service. Constantly raising prices. No sense of of loyalty to customers. After over 20 years closed contract moving home. Completely inflexible do not deserve customer support.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
London Virgin Media  
I try to cancel the account on 16 of January, called to 150 to cancel it, after 34 Min waiting on the phone, the call center turn off the phone when I said switch off the broadband. Still send the envoice, for two month I didn't pay after cancell it. The customer service doesn't work well, they shouldn't turn off the phone to a customer, it happened again today, very rude service and actually the broadband very expensive compare to other network, 38 pound monthly for only broadband for a costumer with them over 8 years.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
ILFORD Virgin Media  
Utterly disgusted by this thievish company. They will take money from the account without you knowing about it. What a disgrace
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Disgraceful service. Paying for high speed internet and it rarely works reliably without issue for more than a week at a time. Sometimes the internet cuts out 4/5 times a day. Had an engineer come out and fiddle with some cables and said the issue was the with the connectors, which he replaced, thirty minutes after he left the internet was gone again!
They said they would send out another engineer between 12-4pm the following day, I took a day off work and guess what? No one showed up!! Completely unacceptable.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    1 star
Isleworth Virgin Media  
The epitome of poor service. And bad practice.

Firstly, the rental goes up every year, often by large amounts. Our basic subscription jumped from £20/month (after last year's renegotiation) to £40/month after 1 year. The only way to reset this is to cancel (again) - really cancel, and then wait for them to call back a few days later with much reduced rates. In our case down to £12/month. But obviously this will revert again after another 12 months. If you're prepared to go through this hoop every 12 months, good luck to you. For me, this is indicative of their attitude to their customers. See what they can get away with. Make you go through hoops to bring the rate back down. Slide it back up again afterwards. Not an attitude I'm happy with.

Secondly, the actual router/modem/internet service was poor. Often dropping out or running slowly. Many times a reset of the router/modem was required.

Now trying other providers in the hope of finding one with good service and that doesn't inexorably increase its charges. If such a beast exists, I'll become a loyal customer.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Sawbridgeworth Virgin Media  
ONE word ZEROooooo Review, I understand there are technical issues and thats norma, but the scustomer suport are like robots, very limited. I dont blame the people working in there, they just follow a must do process, they dont really care if you cancel your contract or have painful time with the service because they dont believe in this crap brand. unfortantly today you can be a billionare even if you have bad rating..Im not a hater but this like taking an advantage of customers.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol Virgin Media  
i m having issues with broadband in Wembley park area
for the last 10 days or so the internet keeps failing for longer and longer time every day.
Though on the virgin website says no issues and advises me to check of my modem is plugged in etc , and despite the fact that i keep resting it, i have no internet for longer and longer times.
Makes me wonder whats the point of having super duper fast internet when it keeps dropping all the time?
Are we (the virgin customers) getting value for money ?
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    2 stars
Wembley park Virgin Media  
Absolute disgrace this is pushing the trade description act in my opinion.

100mb? Never happened in the 2month I have had it. Been down more times than I can count and sometimes speeds of less than3!

When you have the cheek to contact customer services they suggest buying a WiFi booster! You cannot boost whats not there clearly!

Not delivered at all on their sales pitch at all. Absolute tripe I am afraid. Do not believe em I say. Customer service is crap and unless something dramatic happens, they have no chance of me renewing after 12 months.

Hopethishelps
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Elsecar Virgin Media  
Rarely got the advertised speed. Had few periods where broadband was out of action. Customer service was absolutely shocking when we moved house and tried to cancel the deal, the only way to do it is on the phone, then they asked lots of completely irrelevant questions. Won't be using Virgin again.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Oxford Virgin Media  
The wifi is a scam because I can not get good wifi from 10 cm away !!!!!!!!!1 person can not go on it without losing connection.also the pants security code made mine broken into 14 times.you wast you time and money on this don't get it and go to BT just cause they atleast give you conection from 10 cm away haha!!!!!!!!!!!!!!!!!!!!!!!!!!!
fgiop[ Virgin Media  
Virgin Media is a terrible broadband provider with little support to give you when the WiFi constantly goes down in the area. We have the better option with speed boosters around the house and the WiFi struggles to make it up the stair every so often everyday the WiFi will disconnect with the support team giving no help
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leicester Virgin Media  
Internet speed slower than expected but decided to just deal with it throughout the time I'm there since the building is monopolized by Virgin Media. I had a very hard time cancelling the service.. even though I am moving out of the country. I had to state that I'm moving out and there won't be an account available to pay for further services where the agent would finally act on closing my account. Highly unethical company. And then... after finally being in the process of closing, my internet became less responsive and very slow. Most of the time it would just stop working. Thanks for the retaliation Virgin Media. I will never use your service again. I will tell everyone around me the same. Horrible and unethical company. The agent I spoke to on 3/29/2019 in the evening was nice and understanding. He essentially blamed the horrible customer service I received from people that were outsourced. It doesn't matter if they were outsourced. What matters is that I have been having horrible experience and Virgin Media did nothing to try to appease me as a customer of 2 years.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
England Virgin Media  
We have been without internet for 36 hours and have spoken to numerous customer service people.
At first we were told it was a fault with the hub and a new one would be delivered in 2 days.
When we said we had internet earlier that day but it had dropped out in the afternoon, the customer service rep said he needed to send out an engineer to check and asked if we were available for a visit between 12.00-16.00 the following day. Due to work commitments we arranged for family to come over to be present when the engineer arrived.
I received a call at work saying the engineer would be late arriving at 17.00.
At 17.46 I received a text saying the service visit was now on hold while Virgin investigated a network problem. (A whole day wasted for our family members who kindly offered to help).

Called Virgin and they offered little explanation as to the cause of the problem only that it was being worked on and they predicted it will be resolved around 01.30 a.m. When I asked how we would be compensated for lack of service they offered £5 deduction to our next bill which I said was unexceptionable due to the inconvenience of waiting in all day for an engineer no show.
Having been put on hold for what seemed like an eternity they eventually came back with the offer of a £10 deduction to our next bill.

Later that evening I received a text to say the issue was now resolved, please restart your equipment and wait 30 min. (Which I did). No change still no service....

Again called customer service to get no real help. More trouble shooting which I had already done with countless other customer service reps only to be told they needed to send an engineer to site to investigate further.

Having explained the situation again and again and again, we found ourselves right back to where we started with the earliest an engineer could come to site being the start of the following week leaving us without service for 3 and a half days...... I asked how we would now stand to be compensated for the additional lack of service and was told we had been compensated by the system to the maximum level for amount of days without service.

When I asked to be put through to the manager I was transferred but no one answered the call transfer, there was just background office noise. Had to hang up and ring back explaining the situation again for about the seventh time and again asked to speak to a manager. I was told they were busy and would call back. I said I would wait and they insisted they were too busy to talk and only offered a call back. I told them not to bother and said I would leave feedback for others to read for reference.

The whole situation has been handled pretty appallingly and this is not a stand alone case for Virgin in our experience.

We have been with Virgin for a number of years but have now handed in our 30 day notice to transfer over to SKY due to a steadily declining service.

No attempt was made at the time to retain our business. Only days later having submitted our 30 notice did we start to get calls from the so called Virgin (LOYALTY?) team. Too little to late I’m afraid. If you wanted us to stay, maybe trying harder at the time would have been an idea....

I can only recommend others to avoid using Virgin. They want to take plenty but give little in return I’m afraid.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
UK Virgin Media  
The network has extremely poor customer service, I ordered I phone 7 instead I received a sim only contract. It took me about 4 weeks to sort out the problem.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
York Virgin Media  
I rate your whole service at zero, your broadband is slower than my 92-year-old aunt, and when you are questioned and challenged you say The service is working properly and when asked for a new Router you tell us we have to pay for it, your call centres are a joke and run on the cheap, I will be leaving your service at the first available opportunity, after eight years of customer loyalty you treat us shabbily and with contempt,If any of you had any shame you would be out stealing for a living ! Goodbye virgin and good riddance !!!
London Virgin Media  
Very poor, unstable, inconsistent broadband. WiFi connectivity in my house is average at best. Customer Services are poor, they follow scripts and seem unable to deviate from their rigid responses and lack a genuine interest in getting the fault fixed or even bringing a worthy solution. Don't be fooled by VM's published download speed of hundreds of mbs, its a lie. Most days I get 7-40mbs RUBBISH!!
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Ilford Virgin Media  
After being with Virgin for over 15years and in the last 5 years {after upgrading equipment}I have had nothing but problem after problem with this company so much so that i actually feel my blood pressure rising every time i need to call them and then blood pressure through the roof every time I speak to them! However today I had to call virgin regarding being over charged by nearly £300 and after finding out it was a mistake with human error, I excepted it as the gentleman on the phone was sympathetic, kind and very apologetic and for the first time ever with virgin put the phone down feeling confident my issue has been sorted. Virgin you should feel ashamed that your overall customer service ratings are so very poor!Perhaps Brad from your Teeside Branch would be better suited to your company training your staff how to deal with your clients in a highly professional manner as that is what he was in every way and such a asset to your company!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
  • Reliability
    3 stars
London Virgin Media  
I've recently moved houses, and I've booked to move my broadband to the new address. The lady I've spoke with she told me she have done all the checks and the new broadband connection can be installed to my new address. I had to wait for 2 weeks for a technician to come, and that happened today 27th of March. After 1 minute, he realise that he can't connect a new broadband because he didn't know hot to fit a new box. He booked me again for 11th of April. That's really not acceptable. My fiancee had too take a day off from her holiday to make sure someone is at home to have the new broadband installed and now we have to wait 2 more weeks, book another day off from the holidays because your technicians are nor prepared for jobs. That's ridiculous!! We have wasted time and money waiting for you and you couldn't do it. It's the worst customer service I ever received in my life!! I had to call you 2 times today to try and get it fixed for your own interest but you where really not interested in helping me and asked me if I want to cancel my contract. YES! I cancelled it! I would never ever recommend your services to anyone! I hope other people will see my complaint before signing up with you and think about this twice.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Feltham Virgin Media  
Probably the worst customer service I have ever experienced in my life. If Anybody could offer similar speeds I would leave straight away. Dreadful.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    2 stars
St helens Virgin Media  
Been with virgin for 6 years and I'm glad to be leaving them next month nothing but price rises and hassle . I will never use them again.
  • Speed
    4 stars
  • Reliability
    4 stars
Glasgow Virgin Media  
Every day I receive marketing calls even I told to delete my number and not to call me any more.. Also just at the end of my contract I've been told that I have to give 1 month notice that I'm leaving even I signed contract for 12 months and after 12 months has ended they still charge me but this time more, not 35£ but 51 £... Also during my contract period I was setting up direct debit 4 times and had to contact customer services lots of times.. The connection is horrible as well, few days a week we even didn't had connection at all.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Everyday we need to ring up as we lose our tv or internet. Paid for a phone line for 7 months that was never installed rang up everyday about it. They a robbing *****
Sydenham Virgin Media  
Terrible and rude customer service, poor broadband service and they will up your bill by a few pounds every few months or so for no apparent reason. They offer out their best deals to new customers and expect existing customers to subsidise this by paying more. Even when I was out of contract with them they wouldn't offer me the same discounts as a new customer so I promptly left. Paid for 100MB broadband but was generally getting sub 40MB, left and went to Sky for cheaper and faster fibre broadband. Would never use Virgin again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
east midlands Virgin Media  
I am so upset with how I have been treated by Virgin Media Customer Service. I called Virgin Media in November to cancel my contract as I thought the price was too high and the speed was not satisfactory. I was connected to the cancellations departament, the guy was quite friendly and told me that it was a sales tactic that they use, they put the prices up after 12 months of you being their customer and you have to call them every year in order to negotiate in order for them to lower your price. So basically we are all getting ripped off. He also recommended that I get a new broadband with my current one being over 2 years old and the difference of the speed of my internet will be like “night and day”. He said that I would have to pick my Broadband up from store but he forgot to mention that i had a limited time to do so. I weren’t made aware of this so when I got to the store it was too late and my broadband was no longer available. I called Virgin Media today to explain what happened and I was on the phone waiting to be connected for nearly an hour! I was connected to a very rude man who was very patronising. He kept talking to me as if I were a child or I couldn’t understand him even though he could clearly tell my I was a fluent English speaker. He also kept talking over me when I pointed it out he turned it around and said I was talking over him! He then told me that he would not be able to honour what was proposed by the other advisor. I asked him to put me through to someone else or a manager as I couldn’t communicate with him and he said “They will just tell you the same”, he point blank refused! In the end I just told him to cancel my contract all together and he didn’t even try to hold me back. By going for a bigger company I thought I would get a better service than this, I am very disappointed and defiantly wouldn’t recommend!!! I work in customer service myself and I would never talk to any of my customers that way even on a bad day! I just wish I got his name, so RUDE!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Virgin Media  
I wouldn't advice anyone to go with VM
there customer service is appalling waowaited 20 mins before phone was answered i couldn't understand what the other person was saying, got no satisfaction, cancelling my contract and going elsewhere.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Dundee Virgin Media  
Don’t go with virgin their service is rubbish they keep saying it’s not their fault, it takes ages to get them on the phone then they pass you to someone else you have to wait again then they don’t do what you ask so you have to phone again and again they try to charge you for things that you don’t want or have on customer service I would have given a minus but there isn’t one
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
St. Helens Virgin Media  
Virgin Media are the worst business I have ever come across! As with everything else Richard Branson touches it can only go downhill very fast! We have now had eight months of their abysmal Virgin Media service with bad connections, signal drop outs, resetting equipment every two days, speeds of less than 1mbit/s, trainee engineers who just make everything worse and customer service who are usually extremely rude as well as being very unhelpful. For example:- it took me 6 months to stop paper billing which we hadn't asked for in the first place!!! They never did answer this complaint!!! Probably because I suggested compensation!!! If they can't provide the service they advertise then they are in breach of our contract and we obviously need to go to a proper provider like Talk Talk or back to Sky who are ten times better overall. At least they do try and fix faults, unlike Virgin who have done precisely NOTHING!!! Or to be precise have only succeeded in making it WORSE!!! .

This means that Our children are constantly complaining about connection issues and no signal and have been begging me to ditch Virgin and go back to Sky. This might not have been the fastest but at least is was consistent. At least Sky had better customer service and made more effort to to provide a service. Virgin meanwhile just try and keep you locked in a contract while providing you with a dismal service.

I have asked them repeatedly to send an experienced engineer instead of the trainees we usually get. Plus a full van of spares they are going to use to fix the issues! Perhaps then we might have half a chance!!! However they just totally ignore you but keep taking your money. Now they don't even bother with the complaints procedure!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cardiff Virgin Media  
Virgin Media are the worst business I have ever come across! As with everything else Richard Branson touches it can only go downhill very fast! We have now had eight months of their abysmal Virgin Media service with bad connections, signal drop outs, resetting equipment every two days, speeds of less than 1mbit/s, trainee engineers who just make everything worse and customer service who are usually extremely rude as well as being very unhelpful. For example:- it took me 6 months to stop paper billing which we hadn't asked for in the first place!!! They never did answer this complaint!!! Probably because I suggested compensation!!! If they can't provide the service they advertise then they are in breach of our contract and we obviously need to go to a proper provider like Talk Talk or back to Sky who are ten times better overall. At least they do try and fix faults, unlike Virgin who have done precisely NOTHING!!! Or to be precise have only succeeded in making it WORSE!!! .

This means that Our children are constantly complaining about connection issues and no signal and have been begging me to ditch Virgin and go back to Sky. This might not have been the fastest but at least is was consistent. At least Sky had better customer service and made more effort to to provide a service. Virgin meanwhile just try and keep you locked in a contract while providing you with a dismal service.

I have asked them repeatedly to send an experienced engineer instead of the trainees we usually get. Plus a full van of spares they are going to use to fix the issues! Perhaps then we might have half a chance!!! However they just totally ignore you but keep taking your money. Now they don't even bother with the complaints procedure!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cardiff Virgin Media  
My phone internet is more reliable then Virgin Media optical router we have. Connection is less sustainable than the previous BT non-optical we had. This is in the central area of Coventry. They should not advertise it as the best broadband there is.
When the internet is there it has the speed, but what is the point if you can't play a game online? It will disconnect all the time.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    1 star
Coventry Virgin Media  
This is the worst and slowest internet in the world!Disgusting.It is not clear what the company takes the money?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
CM20 2QD Virgin Media  
Absolutely shocking WiFi. Doesn’t connect and when I am connected, I am continuously in-connected. Called them to tell them it was poor and they said they might not have set it up properly, so the man on the phone told me what to do and said that wifi should be working straight away- WELL IT DIDNT! Don’t suggest going with virgin as they promised speed would be around 85-100 something but mine doesn’t get highs than 5 when I test it.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Essex Virgin Media  
3 months with Virgin Media and four collapses of broadband living me unable to work on my business. Once for over four days.
TWO YEARS WITH SKY AND NO ISSUES.
I had no choice but to take on Virgin Media in my building - these landlords that make deals with VM should simply not be allowed. So unreliable. If you have a choice, go with Sky.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    1 star
London Virgin Media  
I frequently work from home and could never rely on virgin media to remotely connect to my work computer. The last few weeks finaly did me in. Why isn't there a 0 score, I would prefer to chose 0. Absolutely no customer care and I've used virgin for years. I have complained about my expensive service and lack of network services for months and told them I'm leaving. I replaced my Broadband and called to confirm that they have cancelled my service as I now get service from someone else. Thanks to Keira and her manager Kenny, I am being told that today is the start of my 1 month notice as the other people I told are not from the 'leaving' department!

I asked for customer service number and was told to cut off the phone and look for it. I asked if they were refusing with the number and Keira said yes she is refusing with it. Unbelievable lack of customer service. I'm now seeing on reviews all over that this is a common theme. No people skills at all and appalling Customer service, if you can even call it that!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Hayes Virgin Media  
This company is the worst customer service I’ve ever had - completely unable to process the simplest things, none of them communicating with each other, and very rude into the bargain. Don’t be fooled into assuming that it runs well because Virgin Trains and Air so - it’s a different company that Virgin pay to put their brand into.

I cancelled my service in October, with a last payment date of 4th November 2019. Spoke with a lovely lady, was sent a final bill, paid that and returned equipment. They kept billing me as if that hadn’t happened. I called them to point this out - after every bill. Got through to different countries each time (I don’t have a problem with offshore customer service but it became apparent I was speaking to a different country each time - no wonder they can’t communixate) . Always on hold for ages, always ended with them saying they didn’t know what had happened but they’d sent orders for it to be cancelled now (except on one occasion when I was just left on hold for an hour). Escalated by February to texts and phone calls demanding money. I’ve called three times since then and tried to use their text service twice. No luck, and rudeness on the text service (it’s not a smart service or anything - just a random guy texting who seems to have no knowledge or power to escalate). I’m worried that the next step is bailiffs or debt collectors - frequency of calls is escalating. And all for bills sent months after I cancelled the service! Sorry this is Long but I really want others to know - DONT USE VIRGIN!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Disgraceful. I had tv package for 6months were ok wen I moved they said I was going to be connected. The day after moving I get charged 47 quid and they disconnected me. So to literate. I paid 47 and did not have the serv9ce. Now they're still trying to charge 170 quid f0r 3nonths even tho it got cancelled due to being disconnected and they take your money. All I'm saying is cover your self by the citizens advice. Or a solicitor. Cover all angles and fight for y9ur right. Avoid these cowboys
Doncaster Virgin Media  
Terrible customer service. I rang to discuss my terrible speed. 20mb download and 2mb upload. The lady told me this is fine and if i dont like it to go with bt. Safe to say i will be taking her advice. Never ho with virgin. Terrible terrible terrible
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Swansea Virgin Media  
Initial installation date was cancelled. Had to wait 2 weeks for the 2nd attempt. Since then my broadband hasn't worked. I've got to wait even longer to have this fixed.

Complete waste of time plus stress. Very horrible experience, if I would have known I'd never have joined.

Save yourself a lot of stress and money and do not bother joining.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Recently moved, staying in the same area. Informed by Virgin they don't provide services to this area so advised to terminate my contract. Today I had a call from Virgin to inform me that I have to pay an early termination fee of c£200.00. I wasn't told of this fee when I originally spoke to them about this. The customer services rep stated today that I should have stayed at my previous residence to avoid this fee (really????). What a joke!!! I am not paying this fee and will escalate it if I don't get a satisfactory response. I've just been reading some of the reviews and honestly am gobsmacked at how hated this company is. I will never sign up with them again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
North London Virgin Media  
poor service,spent many hours trying to resolve phone or line fault. Informed them no access to site, to investigate problem. Over a week now,will leave as soon as decided which company better.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
BUSHEY Virgin Media  
Ordered fast fibre optic to our home. It's been a month now and we still have no internet. Every week we get a notice claiming that Engineer would fix it it by given date X, but then on the given date we get another message that its postponed to date Y. This keeps happening every week now and calling in to the customer service number solves absolutely nothing. They can't do anything to solve it for you. Please avoid getting Virgin Media if you can, at least SKY delivers connection without problems!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Warrington Virgin Media  
Virgin Media is the worst broadband experience I've EVER had!! Some stranger will cancel your contract just because he used to live under the same address. CARD CHARGED. NO INTERNET. NO SORRY. AVOID
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
London Virgin Media  
This is the first time I've ever done one of these but after being with virgin for 5yrs. This last year has been nothing but stress and lies. Price hike with no notice. Lies about service bad internet which ment my phone bill went up (using mobile data) only to be told it's my phone then to find out it was a fault with virgin.. hung up on twice for wanting to speak to a supervisor.. only to be told it was my fault for the way I spoke to them. Then when questioned they said it was a mistake and it just cut off... nothing but lies and mis informed services.. really gone down in customer service.. avoid at all cost would not recommend
  • Satisfaction
    2 stars
  • Speed
    3 stars
  • Reliability
    2 stars
Derby Virgin Media  
Absolutely terrible customer service and the most unreliable broadband I’ve ever had EVER.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Camberley Virgin Media  
Worlds Biggest Liars and Cheats, they were the best once upon a time, but days pass by and they cannot be honest with customers been loyal with them for years.....

Say one thing and try to blame on customers that they did not understand what they said....
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
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  
Terrible service very rude customer service unhelpful
Slough Virgin Media  
Very poor Wifi, we even have a Wifi booster, the technician are useless and cant really do anything. We only have a few devices connected and we lose connection always having to reconnect and enter password again etc as it says connected but in brackets no internet.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Newcastle Virgin Media  
very unprofessional service very rude staff and unhelpful first time i have this but very disappointing
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
slough Virgin Media  
Absolutely aweful randomly reboots itself and has constant lag spikes. Had eningeers out about 5 times in last month or so and each time they’ve just made it worse cannot wait to leave!
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    1 star
Sheffield Virgin Media  
Worst company I had to deal with.
I agreed for a one year contract for Broadband 100Mbps for £32/month.
Meanwhile I became a Virgin Mobile customer too.
After 9 months I received an email informing me the price will go up with £3 after the one year contract period will be over.
Opened my bank statement and realized I am paying £41 per month(this is £9 more!).

So after more then one year of being with Virgin Media and also opening another account with them, not only that I have to pay more for the exact same product, but I am being charged without previously being informed.

Plus you I am enjoying the experience of being called a few time a month by the sales team.

Can not wait for the day I will close all my accounts with Virgin Media.
Well done, Virgin Media!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
North London Virgin Media  
Stay well away, Once they have you signed up there hole package is shocking. Vip bundle,we have had nothing but issues time and time again, its all a joke
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hampshire Virgin Media  
as the ratings suggest...it is indeed the worst company to deal with....they will increase your bill without bringing in your notice...their customer support system is the worst...its not a customers support system..its a customers torture system....they will make you wait on the call for more than 30 minutes and then their customers' services will make you through same checks 3 times in one call.. and wont still be able to sort your issues.....
their prices are the highest and their quality is the poorest.... so stay away from this garb of a company if you want peace of mind.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Worst customer service I’ve ever experienced. Enquired why I have been charged a cancellation fee (outside of a contract) and told “That is not our concern”

Rude customer services hung up the phone. Would not use them again if they were the last provider available. Internet connection was terrible too. Shambles of a company with a useless bunch of unhelpful staff
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Sunderland Virgin Media  
The worst broadband service provider ever, promised the world said they were miles better than BT and were they hell!!!! shocking customer service of call centres in India, they have one common phrase just reboot your hub box!!! 3 months I have had intermittent broadband not to say the money I have lost from my business having to work from home, and the hrs and hrs of time of the phone.
Richard Branson you proclaim to be a genuine entrepreneur wanting to give to the public but all you do is dupe people in thinking that Virgin are something extraordinary in fact they are a fraud.
My biggest mistake and regret was to leave BT, I would pay that bit extra in order to get the service as they promise.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leicester Virgin Media  
Been with Virgin Media for 14 years. The broadband is good, albeit goes down a few times a year. Big issue is if you ever have to phone them they are useless - hours on the phone and seldom able to help. Best just to wait until services return or accept they will not setup your account or be helpful. Ive even had them promise I wasn't tied into a term, for someone else from Virgin to say that was a lie. If you are lucky you will get through to someone in uk as they are much more able to help - the foreign call centres are a waste of space / effort calling them.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Edinburgh Virgin Media  
I placed an order through my work with virgin media partners, the deal was full house movies with vivid 200 at a reduced price. I received an order confirmation the same day, this service required me to set up a direct debit, credit check and confirm an installation date.

After a week (26th February) I still had no news so I called up, sales said they could see the order but they couldn’t process this due to no authorisation codes. I then spoke to pre installation and after around 30 minutes I was asked to send my order confirmation to kenneth (pre installation manager). I received a call back at 16.29 on 26/02/2019, it was then confirmed Kennith had reviewed the confirmation and virgin would honour the order confirmation. I recieved the paperwork for my new service which all stated £60 per month. I emailed Kennith to question this with no reply.

I rang again on 1/03/2019 at 10.36 and spoke to Ranjit. He spoke informed me the call was being recorded and confirmed the £45 per month price after consulting with Kennith. I asked about the cashback and Ranjit said he would need to confirm that again with Kennith. I requested an email to confirm the price and he said this would be no issue. He said he would call me back to confirm the answer on the cashback and would send the email confirmation of price after, neither of these happened. I then proceeded to send multiple emails to Kennith to try and find out what’s happening all have been ignored.

I phoned up again on 6/03/2019 at 11.19, the service operator spoke to Kennith and is now informing me they cannot do the deal previously agreed, I asked to speak with Kennith which I was told he was on another call, I was offered a call back which I agreed but this never came. Terrible customer service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
West Midlands Virgin Media  
Normally never write reviews but compelled to write this one. The worst broadband provider and customer service we have ever have to deal with. Intermittent connectivity issues over the last 8 months since installation. Essentially paying for a service that we’re not getting. The HOURS in total spent on hold on the phone over the past months with little to no help from virgin staff (multiple calls dropped or diverted randomly). Had enough and ending contract early and will be reporting to ombudsman. Shocking that such a large corporation provides such awful service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham Virgin Media  
As much as the speed is good the customer service is horrendous! We were told we would get a refund on numerous occasions from 2 different people then when you chase it up they say otherwise. I wouldn't recommend them, they don't want you to stay with them and they lie about other providers. Not impressed at all. Not wasting my time with these people anymore
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Bridgend Virgin Media  
Disgusting customer services... They are very rude and obnoxious...And cannot understand english!!!... They constantly talk over you reading from a script which they repeat over and over which is exasperating!!!... ...(All done strategically to try and wear you down)... A rip off regarding charges and they send late payment charges when they hadn't even sent the bill out. Beware!!!!!... Even when you say you are leaving at the end of your contract they cut off services and keep charging you for no services at all.. And they won't allow you to leave until you pay those absorbitant fees. Virgin media are without a doubt the worst company i've ever had the misfortune to deal with. They're money mad and completely unscrupulous. I'm reporting them to trading standards etc.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
East Midlands Virgin Media  
We've switched from Hyperoptic to Virgin only because we cannot get Hyperoptic at our new house.

Internet has been on and off for the past month and we're never getting the speeds we were promised. On the phone with these jokers every night and no one is able to resolve this.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
London Virgin Media  
Worst experience in life. I will never use Virgin Media again and definitely, I will not recommend to anybody. My contract has just ended now so I am cancelling it altogether.

-Every often price increases even if you have signed a contract for a year.
- Customer service tells you something and then they do a different thing. You give them the details of who you talked and when but they never have the records.
- On the 22nd February I paid a bill of £32 (which i was told by customer service it was my last bill) as the internet connexion will be cut on the 8th of March. Now I have just received a new bill of £33 (???) to pay by the end of March. What is this for? and different amount again!! This is just a joke.
- There was a time when I had to contact Virgin Media near everyday during a month due to the bad connexion. The connexion was fixed for a day and then again down or really slow.

Virgin Media experience is being just a nightmare that i do not wish anybody.

So my advise is that if you want to relax and enjoy your internet conexión DO NOT GET Virgin Media.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol Virgin Media  
Ive been with virgin for 4 years now and the only real issue i have is the broadband goes down for maintainance sometimes for long periods and they still charge you for it, but i have the 100mb package and i get well over that around 123mb-150mb without fail and i have moved house 3 times, Their Tv and phone service is not the best still pretty slow even with the new tivo box, skys tv is much better, they came and laid brand new cables to my house without asking, and the customer service do try and help as much as they can, they will always book you an engineer if they cant solve the problem, if youve been with talk talk or any other cheap provider then you know then struggle, virgin is by far the best for broadband in my opinion
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    4 stars
wolverhampton Virgin Media  
Half the time these days the internet is down and they always have some excuse and say it will take a day for it to be back up. Just awful. Better pick another provider.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    2 stars
London Virgin Media  
I've made many complaints by phone and the problem is still unresolved.
My contract states that I should pay £27 a month.
Their system charges me £47 a month every month. I've been told 3 times that it is resolved and it will never charge me £47 a month again but it charges.

The only company on the market that clearly steals your money.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham 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  
Disgusting customer service most repulsive people we’ve ever had the misfortune of dealing with.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Newcastle upon tyne Virgin Media  
The worst company our family has ever dealt with bar none!
We have told everyone to steer clear of these sheisters. They should wear a mask for trying to rob you !
Unprecedented increases, poor viewing, crackle telephone and an absolute disregard of the customer.

Happily we have warned close people and now you can also learn to avoid them . They are evil.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Romford Essex Rm5 3ax Virgin Media  
Been with virgin media over 2 years now and I can't fault them...I've only had problems with internet twice and both times they sent an engineer out to me within 24 hours in fact this last time I rang them at 10pm last night and without hesitation engineer will b sent to you 2moro between 8 am and 12 pm...problem solved within 14 hours....never ever had that with sky I used to beg for an engineer as broadband terrible but they always refused....so big shout out to virgin...credit where it's due and thankyou for your prompt efficient service
Tracy webb
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Harrogate Virgin Media  
The VM 'customer service' phone line is pretty abysmal. In mid-December 2018, I requested (via web chat) that my package be downgraded. I was informed that it would be done by mid Jan 2019.
This didn't get done and I continued to be billed the original amount. I called VM media in late Feb 2018 to inform them about this. I waited around 10 mins in the queue, and eventually spoke with an advisor in an Indian call centre. I informed her of my problem and during the call I was put on hole twice for around a minute each time - whilst she discussed my case with a colleague. After the second hold, and without being informed, I found myself speaking with another advisor (in UK/Scotland based call centre, judging my the accent)...who started by asking me why I was calling and going through the same security questions that I had already been through with the first lady! I explained it all again only to be told that I would be put on hold again for around 5 minutes whilst *she* discussed my case with her manager. I complained about my experience, about being bounced between advisors and having to provide them with the same information repeatedly.

On the plus side. I was assured that my account changes would be applied immediately and that I would be refunded the amount that I had been overcharged. Also, the on-hold music doesn't feature the usual and infuriating 'your call is very important to us...' looped message. In a way this is probably an accidental admission that our call is in no way important to VM and they would rather we didn't bother them at with our problems.

VM are no probably better or worse than their rivals or corporate entities in general, who view customers as an unwelcome nuisance to be treated with contempt.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
slough Virgin Media  
I initially started my order with Virgin on 11th Nov... After terrible service my order was picked up by the Managing Directors Office and Lisa within it. Lisa said she's take me on a "Journey" and would get me Internet! on 27th Feb I still have no internet. Virgin has kept me waiting whilst they send my "pack" for the "civils" (digging up) to Finance, they've then applied for a Wayleave to Bradford Council when it should of been to my landlord as they are digging up his drive - despite having a site visit. They then sent the Wayleave to my landlord - didn't wait for him to sign and dug up the drive without his consent. After I called Lisa to inform her of the boo-boo she then tried to persuade me to inform him and get him to sign the wayleave, then said Virgin's stance wasn't to admit to mistakes. At this point I told him. Lisa then asked if she could shut the complaint down - I said no as we still had no internet. Once we had consent from the landlord I was told "the order manager would contact us" - this was from Lisa. I asked for the order managers contact details, she refused on multiple occasions and called me abrupt. Don't think we are buds anymore. I have had zero contact from the order manager.
I have since reverted to calling my illusive sales guy, Matt - who after accepting 2 calls is now ghosting me.
However I did get through to the order team in Bangkok, or somewhere similar. Who have said the "civils", digging up, isn't complete and they have bounced this back to finance to see if there are even doing this job - despite digging up the landlords drive!!! Also there is a delay on finance replying as this pack was sent to them on the 13th Feb!
No one at Virgin has a clue what's going on! So messaged my best buddy Lisa - got an out of office reply. Spent 30mins trying to speak to someone else in the Directors Office, only to be ghosted again.
Feel like a side chic on Valentines Day
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bradford Virgin Media  
The service has been intermittent for the past couple of days.
We've been informed that due to more customer usage and subsequent outage issues. Virgin will need new upgrade the cables in the Enfield area.
Apparently this will not completed till 12th June!
We have been with Virgin for approximately one week!
Why were we not informed prior to signing up??
The customer service has been absolutely shocking!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
London Virgin Media  
I joined up for the £27 per month offer with a £20 setup fee. My first month I was charged £108, then every month after £47. I've contact them twice to rectify this. Both times I was told my billing would be amended but 5 months on and I'm still being overcharged and I've not received any refund for the excess charge. Also, although the internet is adequate speed, it's nowhere near as fast as advertised, and has cut out on a few occasions
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
Exeter Virgin Media  
We've had an 'intermittent' service since November 2018 which has meant I've been unable to run my business reliably from home. Customer Services are unable to shed any light on what the problem is and when it will definitely will be resolved. Each time I contact them they move the goal post. It is still ongoing and it's now end of Feb 2019. Some days it just doesn't work at all! Have wasted so much time calling Customer Services, waiting on hold, and ultimately being told to call an 0800 number for service updates! We pay for 200Mb 'super fast broadband' - I don't think I've ever seen a download speed of more than 80Mb which to be honest is extremely rare! Usually around 30Mb on a good day. Time to shop around and go elsewhere..........
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
When something goes wrong it is extremely difficult to contact anyone to get the problem resolved. Even the Customer Service Director refuses to give his phone number or e mail address. They give rebates to make up for their appalling service but the service continues to be appalling. It took 5 monthe to resolve my first problem. I cannot believe they are still in business. Don’t switch to them, use anyone else, because if anything goes wrong you’ll have a nightmare dealing with their electronic systems and Indian call centre operatives.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Derbyshire Virgin Media  
Virgin media is the worst company I have ever met on the Planet. I have had my broadband service interrupted so many times and when you call the useless call centre they are in a hurry to rush you off the phone. They need to stop using those terrible call centres. They are impatient unhelpful and totally useless. Do not make the mistake I made. Rubbish broadband service, even worse customer service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
NWOKEJI Virgin Media  
I upgraded from 50meg to 350meg and found no difference in speed, the only thing that changed was the amount I paid each month. I used the online chat to report faults several times to be told there are no faults, I eventually rang to cancel the account to be told the speed being delivered was no where near 350meg, I’ll be with sky from now on
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Whickham, Newcastle Upon tyne Virgin Media  
Awful service! Awful customer service! Staff provide you with false information when you ring up to enquire about faults to avoid having to pay compensation.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cheltenham Virgin Media  
Avoid like the plague. Lost all internet access for the fourth time since the beginning of February. Called on Sunday to ask for a fix, they couldn't send anyone until Tuesday evening. 2 days without internet is a joke. Go with Sky or BT
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    5 stars
  • Reliability
    1 star
Reading Virgin Media  
terrible every night after 12 goes out for a hour so it stops my streaming so i have to wait and without a lan cable internet is super slow so its not worth the 33 a month and it increases
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Earl Shilton Virgin Media  
If you are looking for an internet provider. Try and avoid virgin media. Their speeds are good and that’s how they get you. But it just goes down randomly I don’t think it’s planned maintenance as in there website it doesn’t acknowledge that it has gone down. However in the last 2 months the internet has gone down multiple times for no reason. Stopping me from being able to do anything on the internet for up to 4 hours. They give no indication of when it will be back online you just have to hope and wait. Terrible company with no care for there customers. Avoid them please.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    2 stars
Leicester Virgin Media  
An absolute joke. The amount of times it disconnects at whenever, especially during importmant deadlines for work is a cruel joke.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leeds Virgin Media  
AVOID!
I am a new customer, 10 days in.
Super fast when it works but totally inconsistent.
Cuts off throughout the day
Speed goes down to 16 from 144, then cuts out.
Totally inconsistent
Shocking customer service
Not supported on social media (no customer service there)
Indian call centre > no ownership of issue and each person you talk to cannot see any record of what the tech issue is from the day before.
I am shocked that Virgin brand operates in this way.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Tunbridge Wells Virgin Media  
I had problems with them last year for 3 months! And this month it is second full day without Internet... Super unreliable. Avoid if you can
  • Speed
    3 stars
Lincoln. Virgin Media  
Terrible customer service. I tried using the live chat. They kept me hanging on for 28 mins, the at the last minute it cut off and went back to the beginning. It is vitally impossible to talk to an advisor. Without doubt Virgin has the worst customer service I have ever seen. The only time they want to talk to you is when they are trying to get more money out if you. Disgusting isn’t a strong enough word for this company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Haydock, St Helens, Virgin Media  
Absolutely rubbish, it goes off every week, customer service is a joke.
Take my advice save yourself stress of calling them every week and getting fobbed off by them DO NOT GO WITH THEM.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
Virgin Media  
Arrogant and unhelpful people... I have worst experience with virgin. .. A girl was talking with me for installation purposes, she was repeatedly cutting the phone line when I supposed to talk and asking I can’t here you again and again. I had bad word for her but was in mind.
Will not suggest anyone to go with virgin
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Newcastle Virgin Media  
If they had a uk based call centre they would get a better score. Speed isn't what it is said it is.
  • Satisfaction
    4 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    4 stars
GATESHEAD Virgin Media  
Appalling customer service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
London Virgin Media  
I was really upset and frustrated after spending hours on phone.i had enough, was gonna cancel at services,went to the store .ive been so delighted and greatfull with young man called Yaz for solving my problem.it took 3days now all working and running smoothly. Thanks Yaz again
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Brighton Virgin Media  
Just AWFUL!! Do not get this - it is agonisingly slow. We will be going back to our old provider on bended knees begging to be taken back!! VIRGIN MEDIA JUST DOESN'T WORK!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Frome Virgin Media  
Signed me up knowing it couldn't deliver
I signed up for Phone, TV and internet for £30pm. They could give me a phone line as they have no capacity and charged me £52.80pm. I had to spend MANY MANY HOURS on the phone and doing emails to find out why!
NEVER EVER WILL I USE ANY VIRGIN PRODUCT AGAIN!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
LIVERPOOL Virgin Media  
i paing for 200mb ,but the speed is never more then 80mb, so i paing for nothing , i did spoke with them and the anwer is this is not wifi speed only by cable ,so how many hoses using cables not wifi ?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
PORTADOWN Virgin Media  
The speed is quite slow but sometimes it's acceptable, and the reliability is awful. Must have to re-connect my phone to the Wi-Fi about 3 times a day (Its not my phone- this happens to everyone when connected to the Wi-Fi and to most devices). Customer service is also negative and quite hostile to be honest. There has been a couple of times where £10 has been added to the bill due to a "late payment". However, payment is made, for example, at 11am, when the latest time a payment can be made is 2pm. That is not a late payment. Seems to me like a way to squeeze money out of people who pay on the last day (Some people have no other option than this due to pay dates!) Will be transferring to another provider once research for the best one has been done!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
North East Virgin Media  
in January 2018 i made a request to turn off all services and leave Virgin to go with sky. today, i contacted them to return and they informed me that my account was still live, for 13 months they have been taking payment for a phone line. they informed me that sky should have contacted them and they failed to do so. so i have been stung for £150 for a service i have nt received. in this time no one from Virgin contacted me inform me the line had remained connected and have taken my money. i googled this and note that i am not alone with this issue.
  • Speed
    5 stars
  • Reliability
    5 stars
Coventry Virgin Media  
Only just joined virgin media but get the impression they are a load of cowboys just want your money do not now what customer service means
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
South England Virgin Media  
Constantly without broadband in Central London. And always for weeks in a row. No compensation whatsoever, nor even an apology. It's also quite hard to contact anyone from Virgin Media who has any real idea of what is going on. After spending several weeks without broadband in December, just found out I'm again without broadband for another two weeks. They don't even bother to send an engineer to fix it. Just waiting for hyperoptic so I can set myself free from this nightmare called Virgin Media. Really, the worst customer service ever!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
POOR CUSTOMER SERVICE
They decided to do a maintenance in my area without letting me know. As a result I was unable to work for whole day. Upon raising a complain I got offered a petty £8 of credit. I went to regulators and got a £150 cheque then. It's disappointing that I need to go to regulators to make things right.

NO LOYALTY
Introductory offers are nice but VM never treats loyal customers fairly. Disappointing to see that you can get my package for half a price if you join VM now.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Manchester Virgin Media  
Customer services, what a waste of time. Virgin media need to spend more on training their staff. Save the stress and sign up for sky or talk talk, they will treat you much better and better value for money.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Gloucestershire Virgin Media  
Worst service provider, unprofessional and deceptive customer services staffs. Virgin should invest a bit more in training its staffs. I will never recommend virgin to my worst enemy.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Aylesbury Virgin Media  
After losing my wife i fell behind with my payments. I feel that I was treated fairly considering that I fell behind for 3 months but they gave me enough time to sort out benefits and such thank you virgin
Havant Virgin Media  
My 1yr broadband contract was up, I was changing over to a new provider which was cheaper, so I called virgin media to cancelled, the customer service man asked why I was leaving I told him, he then offered me a cheaper deal, to my horror the first bill was nearly double the amount he promised, I then contact the customer service to be told I missed out on the deal which was first promised to me now I am stock with them for another year because I was conned by virgin media.
London Virgin Media  
Think Virgin are expensive b/band medium tv and phone (we rarely use phone)
My concern is what guarantees do I have re wifi speeds if I leave Virgin for another supplier
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Stoke Virgin Media  
Virgin took my order after checking I was in their Service area. They then cancelled my order as they didn’t have the budget to do the install! The cheek of them to tell me when they have the budget they will get in touch . I have told them never to contact me ever again
  • Satisfaction
    1 star
  • Customer Service
    1 star
Shepperton Virgin Media  
Virgin media are the worst company I’ve ever dealt with.
Everything they promote is rubbish and I pay £75 for it and have to sit it out as I’m in a contract with them. 4 months left then back to sky. The internet and the tv both don’t work and when you complain they always come out with ****. I wouldn’t even give them 1 star!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bracknell Virgin Media  
shocking customer sevice
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Co.Londonderry Virgin Media  
Been with Virgin for years. Stuck with them. Customer service is the worst ever. Found had been overcharged for sport channel i didn t ask for. Apparantly it is my fault for not realising!! £80 charged for four months and no refunds as I should have realised
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
Grimsby 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  
never again, the internet was supposed to be 100 mbs, with a maximum of 10 generally weak
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Peterborough Virgin Media  
200MB virgin broadband.
I've had it as fast as 221MB - as slow as 5MB - that's right, 5MB !
averages 70-95 and wifi drops out comstantly, always having to reset router/hub
Disgusting at £56 per month
I;m leaving after putting up with it for 4 years - it'd do unreliable now it'd making me angry. Customer service a joke
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Tamworth Virgin Media  
was with virgin media for around 5 years with nothing but trouble on a regular basis with either the internet going down or tv going down...the reason why I stayed so long was because of the amount of devices I had running through the internet....2 pcs 4 ps4s 2 ps3s and a couple smart tvs….which Netflix was playing on a regular basis on 4 devices at same time.....so thought bigger broadband was better...but six months ago...had enough of virgin and decided to jump to sky.....and wow..im running all the devices that I was running on virgin and no internet or tv down....word of advice for people when virgin turn around and say that there will be a final bill when all of the virgin devices are back to them..to make sure its done in the first month of ending virgin as if it goes over... virgin put it as a late payment on your credit.....which gives you bad credit
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
brighton Virgin Media  
My only advice is avoid like the plague. I have been with them 16+ years and the service has gone progressively downhill. Dishonesty is their customer services is prominent..i can only advise you to record any conversation if it involves contracts/money etc. I have been naive and after being told i was not on a contract..after trying to leave was told i was on a 12mth contract after a rather hefty price hike. They will pull the wool over your eyes and make it nigh impossible to leave without paying a hefty exit fee. Loyalty means nothing they couldnt care 2 hoots.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Leeds Virgin Media  
I have Virgin Media cable, recently updated to their fastest service, 200 Mb/sec. However, when I run a test, the fastest result I get is 1.73 Mb/sec — 115× slower than I am paying for. It’s a joke when this site tells me to switch to the service I am already using.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    2 stars
York Virgin Media  
Avoid. Two weeks into my contract I started to get a lot of drop out and no internet service. I called, only to get an Indian call center who were useless.
Call 1 at 7.30pm - I was told to reboot the box. I said I had done this already prior to calling and it only provided a temporary solution. I was told to do it again and that the problem would be resolved. Sìgnal dropped 30 mins later.
Call 2 at 8pm - after being put on hold for a few minutes i was told the service would be back on shortly but they would not give me a time. I told them how important internet was because I work from home and they told me it would be fixed shortly. I was promised a manager would call me back but I received no call back. Service came back on 2 hrs later at 10 pm.
The next day I lost internet at exactly the same time in the evening.
Call 3 at 8pm - I called up and asked what was going on I was told there was an area fault and that there was nothing they could do until it was fixed. A new story. I said this was unacceptable and demanded to speak to a manager as an uninterrupted service was key for my work. Again I was promised a call but nothing.
The next day I had no internet at all and could not work. My wife had to go to a relatives house to get WiFi to work.
Call 4 at 8.30 - told the guy on first line support to forget about even trying to start a conversation with me and to put me straight through to a manager. After some resistance he put me through to the most useless of people that I had spoken to in Virgin. He told me that there was an area fault and that it would not be fixed for 8 days and there was nothing he could do, I was not offered a solution. Even though I did not care about compensation (as it was uninterrupted service I needed) I was not offered anything. The worst was that he told me that he could offer me nothing but tell me I had to wait 8 days for the service to resume. I politely told him this was unacceptable and that I would be cancelling my service.
Call 5 at 9am - I called cancellations as spoke to a uk department and when asked for the reason I told them it was due to Virgin not committing to the service defined in the contract. Now I don’t know who was ********** me because cancellations told me the area fault was with tv (which I did not subscribe to) and not broadband. He told me he would get an engineer out tomorrow and resolve the issue. I subsequently called BT to subscribe to infity my previous provider as I never had any problems with I just though I would try Virgin as it was cheaper for a quicker service. So I reserve judgement on the fact that you pay peanuts and you get monkeys. I may be surprised by the engineer tomorrow and may cancel my order to join BT again but I very much doubt it.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hanwell Virgin Media  
Finally finished with virgin sent me packaging to send TiVo box back at a collection point so I made virgin pick it up with by no problems then virgin said we owe you money after account closed they are hanging on to refund for 45 days.
Would never go back had been with them 10 years service is terrible. The whole lot bunch of Cowboys do not use them
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
North shields Virgin Media  
RIP-OFF.
Price hiked mid-contract, £280 cancelling fee.
Recently discovered an email from Virgin media dating back to 31/08/18 about a price hike. I accept responsibility for failing to notice the email for 5 months, but I am on a fixed 18 month contract not due to renew until Oct 2019, I had no reason to expect any emails from Virgin with changes before the renewal.
As I've evidently missed the 30 free cancellation period I would have to pay an early cancellation fee. The cancellation is no simple 1 off fee, but a percentage of the remaining premiums for the duration of the contract.
Only choices are to Pay £280 to leave this scam, or swallow the price rise and leave immediately in Octobers renewal.
Avoid Virgin 100%
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Portsmouth Virgin Media  
We’ve been with them for more than 2 years. Last year I renewed my contract for 12 months. And is due to expire in February.. I was paying £40/month and now they increase it to £53/month. They did that without letting me know. They’ve got the worst customer service ever. I don’t to have a contract with them again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Feltham Virgin Media  
The worst customer service I have ever spoken to! I received missed calls from what they call a “spot checker” after requesting more information if I can obtain high speed broadband in my area. I called back as the voicemail from the gentleman was hard to understand. The man I spoke to was stressed, speaking over me, pushy and did not give a good impression or make me interested in signing up. I was wary if the call was even genuine hoping that Virgin Media would be more professional with customer service calls to potential customers. Anyway after speaking to someone that I could actually understand I was informed that the previous calls were intact from the “spot checker” - the customer service team pass you onto different departments and have no clue what they are doing and keep transferring you. Disappointed with my initial enquiry and after reading other reviews I have to agree with them all. Poor customer service and sound like the reliability is not good either.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
North London Virgin Media  
THE COMPANY HAS SCAM PRACTICES. Good internet but they're such a scam. They failed to charge me my bill via direct debit, and only notified me of the failure after 15 days, when I would've been charged a £10 late payment fee. Such a scam and easy way to make money. EXTREMELY POOR customer service as well - on one attempt to cancel my contract, I called in, took about 10 minutes before I was connected to a person, and this lady was forcing me to give my email so she could send me a referral code WHICH I DID NOT WANT. I repeatedly said I didn't want the code and she kept forcing me to. Wanted to hang up but she hadnt finished the business, so had to fight over that and in the end the call ended because my prepaid airtime had finished. Lol. NEVER AGAIN
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Coventry Virgin Media  
Internet regularly goes down - the latest incident has left me without internet access for the past 10 hours. Their broadband is the most expensive available in this area and although it's great when it's working, there is far too much down-time. I'm paying for a premium service and getting bugger all for several days each month. Trying to converse with their appalling customer service staff just makes me want to shoot myself in the head. I can say sincerely and without reservation that Virgin Media is the worst company I have dealt with in all of my 56 years.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Devon Virgin Media  
Terrible rude customer services, have been overcharging me for ver a year...even when after hours on phone they accepted they had overcharged because. Had email evidence they said as a "goodwill" gesture they would give me three months refund although it the year previous overcharge when I disagreed they sent me a lette completely misrepresented our conversation and letter signed from Garry Menzies operation manger no contact phone number or email address just a PO box in Manchester for "Executive Office" this is an international media telecoms company that dissatisfied customers cannot contact. This is clearly a design to obstruct customer care or service. I want to cancel contract as they have breached contract by overcharging ..my request for 12 month previous bills was ignored even though was agreed to and I was told I would need to pay £3 per month for copy of bills , unbelievably bad do not go to Virgin daylight robbery
London Virgin Media  
Having been with Virgin Media for many years and seeing the service getting progressively worse and worse, we have now decided that we have to change after having to call for an engineer nearly once every 2 weeks due to either TV going blockie, Internet failing (3 Modems in 6 months) and the phone not making or receiving calls (We were told to get new phones but was a waste of money)!!
Virgin Media have become a VERY bad company to deal with, they take your money but don't provide what they say they are going to provide!!! STEER CLEAR!!
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Newton Abbot Virgin Media  
I feel myself very unlucky and unfortunate that I chose virgin media...without my agreement they increased the price plan from 26 to 65 which is really unfair.... I contacted the customer service to discuss the matter after 45 minutes long wait, I spoke with a very unhelpful person with rude attitude... and after 5 minutes discussion he put me on hold for more than 50 minutes and the phone disconnected....I tried many times and same thing happened...since then I am trying to cancel my account with virgin media but not getting any success....virgin media has a very bad customer service and giving a star is too much for them....compare with other providers the service and price is very high with virgin media...
Really I don’t know how to get rid of virgin media...I think there is no other option but to complain with consumer angencies...virgin media is robbing people...I recommend to everyone please choose other providers instead of virgin media ...this company made lot of money therefore they don’t care for customer
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Virgin Media  
Without any notice virgin Media increased my plan, when I contacted the customer service after 45 minutes long wait a guy without any greeting asked my problems and with no help he put me on hold for more than 50 minutes then disconnected. Since I am trying to contact the customer service but not lucky enough.......very very bad customer service
When you compare price plan with other providers the virgin Media is very expensive and bad service.....I don’t know how to solve my problems with virgin media
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Virgin Media  
I would give a "0" rating if there were an option. Only moved to them last Saturday and already cancelled today. Speeds of less than 10mb/s rather than promised and paid for 350mb/s. Worse still, it keeps on disconnecting far too frequently.
Top with the most appalling customer service, rudest engineers and they lie, lie, lie!
DO NOT TOUCH THIS Virgin Scam.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Lost tv and internet over Christmas period. Called up a couple of times, advised to reset, worked each time for a short while then lost again. Finally sent an engineer in the new year and had to have equipment replaced. Waitingto eee if compensation to be given for loss of tv and internet over Xmas period.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    3 stars
Farnborough Virgin Media  
When it actually works it works great but 3/4 of the time it just says "internet may not be avalible".
I dont even wanna go back onto the phone with customer service you get thrown from person to person, department to department all to have to explain its not working every time. I must have called 36 times in total trying to get it "sorted" and its still terrible. Never going with virgin media again
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Leeds Virgin Media  
Been with virgin for years finally since before Dec changed to bt no problems wifi works every where in house virgin would not work with iPad 2mtrs away package came returned all there rubbish hub and TiVo box they are nothing but robbing so so,s
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
North shields Virgin Media  
We agreed to switch our broadband to VM from BT to get a faster service. Today was the date of the switchover. VM cancelled our BT service from midnight tonight but didn’t complete their work and say the next time they can come is week after next. Result No Broadband for two weeks. Angry kids. No business which we run from home. Virgin Media RUBBISH
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Kent Virgin Media  
******* terrible never help with any WiFi problems always down I am overcharged for what u should be paying but don’t even get the internet sppeeds I’m supposed to after checking myself disappointed soon will be going back to sky
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Northampton Virgin Media  
Worst service ever. Blatant liars. Deliberately inefficient staff. Switching ASAP...!
Good luck to people who already have it..
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
PRESTON Virgin Media  
I was with Virgin for a number of years and a reliable payer of services and loyal. I have two teenage sons both of whom have naturally increased their internet use over the course of the years I was with Virgin. Both are gamers both like to stream movies, what teenager doesn't. That's where the issues started with this all singing fancy broadband (they claim) Firstly the signal off their VIVID 350 and the Hub 3 is at best weak in upstairs rooms, then add to this the way they apply the fair use policy which involves limiting speeds to below snail pace at weekends when you need it most of all and you get a below standard expensive service.Virgin claim unlimited downloads at high speed, what they don't tell you is they will restrict your service if your a high end user. Now I only found this out when I was leaving Virgin as the girl on the phone let slip that we may have been restricted because of our usage. We were finding 3 weekends out of four the internet seldom worked never mind being restricted and when it was working it was desperately slow.What I find highly amusing now is that the female customer services rep in their cancellation department arrogantly suggested that our use would be subject to restrictions with all other service providers. well here's the thing, I have been with BT for two years now and not only can I get a good signal from their hub all over the house but I also haven't been subject to fair use policy and my lads have only increased their use as have I. Do not touch Virgin if you expect to do streaming and online gaming. If you don't believe me re fair use then check the small print before you sign up for a package and you will see subject to fair use policy.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Telford Virgin Media  
Having only been with virgin media for 2 weeks we are very unsatisfied with this well known provider that claims to provide high speed fibre optic broadband. It stops working completely every couple of hours, making work-life difficult and time when we want to relax and watch tv frustrating. We have called customer services for assistance and all they do is tell us how to reboot, not even agreeing to an engineer to have a look. Don’t join this provider.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Barkingside Virgin Media  
Really thought I was getting fantastic deal and wanted to try the fiberoptioc. Nothing special, it’s takes 10-20 secs to load a page. They also automatically applied web safe without asking my permission first. Thier lines are too busy to deal with customers.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    2 stars
Glasgow Virgin Media  
I have been with virgin media over 2 years now. First year their service was good, 2nd year it became appealing, every other day there has been problems, was out of Internet for over months/hours/days.
Come to renewal original offered price denied by alternative arrogant and rude agents (the quotation was noted on the account), they deny to discuss broadband service issue, no resolution to formal complaints. “Its their way or highway”. No respect for customers and “taking customers as hostage”. Any virgin customer please contact BBC Rogue Traders or Ofcom. Above all try not to join them at all.

And finally I have decided to leave Virgin: There is always alternative better fiber optic broadband providers please do a little research. Also its beter to have poor interent service then dealing with a bucnh of fraud stars
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
The products with virgin media are good, but the sales team and inline support are roughs big time. Never get into a contract with virgin media. First and foremost the contract wont reach you until the first time you stop paying your bills. After which you will notice that your email address has been changed so that the system does not sent you the contract you are actually and that you are made to pay more than what you had agreed upon. If you call the customer center, you will be spoken to someone who will say Ok to everything you say and then would be placed on hold which never gets answered. This company employers are tend to take your for a ride, I guess this is the way they are trained to do. Or else how could all of them do the same?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Virgin Media  
virgin media has been the worst provider I had in several years, took ages to install and extra charges on the way out.
one of the agents was rude and pointless.
i would never comeback to use your services and i will tell everyone everywhere what you did to me.
those lies over the phone weren't necessary at all.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
london Virgin Media  
After 20 odd years of superb service from NTL/ Virgin media I am moving to a new house in an area that Virgin do not cover (Helensburgh) .... I am writting this just to thank the people at Virgin media for a terrific service over the years ...Yes there was the odd hic up but always resolved within a few hours
Thank you the team at Virgin ..I will miss you
Brian
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Glasgow Virgin Media  
After 20 odd years of superb service from NTL/ Virgin media I am moving to a new house in an area that Virgin do not cover (Helensburgh) .... I am writting this just to thank the people at Virgin media for a terrific service over the years ...Yes there was the odd hic up but always resolved within a few hours
Thank you the team at Virgin ..I will miss you
Brian
  • Satisfaction
    5 stars
Glasgow Virgin Media  
Waiting to get feedback from the local service engineer over two weeks ago and to this day I still have no idea when someone will be able to attend to my property. Joke if you ask ne
  • Satisfaction
    2 stars
  • Customer Service
    1 star
Chelmsford Virgin Media  
Really enjoyed being with Virgin, they managed to set me up in my new flat before I had even moved in which was awesome. Just bought a new apartment so moving out and because they don't service the area (still in the city center...) they are charging me to cancel my contract. While this is total BS because they can't deliver on the service/contract and I can't take them with me, what really was a bad joke was the upsell! After telling me I had to pay to cancel the customer service rep tried pitching me a dongle contract, mobile contract and suggested I tell my friends about virgin so we both get 50 quid! haha unbelievable. Aside from that bad joke of disconnecting early, the service was brilliant, super fast internet at a reasonable price.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Edinburgh Virgin Media  
They want more money for a dangerously incompetent service. The quicker the UK Government stops pretending they 'understand' them snd check the disgracefully low tax that Virgin pay after theft from the customers the better.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Harlow, Essex Virgin Media  
The most unreliable inadequate service of any. Everything based in India. Very hard to understand as the English is awful, no customer service, constant outages, slow and lower than paid for speeds and no communication.
Chose someone else!!!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
The most unreliable inadequate service of any. Everything based in India. Very hard to understand as the English is awful, no customer service, constant outages, slow and lower than paid for speeds and no communication.
Chose someone else!!!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
The speed is getting slower by time, the Wi-Fi barely gets to next room, for customers service you have to wait a lot of time on the phone and you need to be careful, because after the one year contract, the bill will double.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    2 stars
Watford Virgin Media  
The wifi is good. It doesn't cut out and it is very fast HOWEVER it costs an arm and a leg. They don't help out existing customers like they do new customers. Overall their customer service team are really unhelpful and rude (they basically say there is nothing they can do about charging me £45 a month for a service that new customers get for £23 a month..) Very poor.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Farnborough Virgin Media  
Joined the company in August never had any issue for first two months made first payment ok then I was making payments after and they was saying they haven't received it but was sending them proof and they was still saying there was no payment then I was asking them to refund my money they was refusing to refund it so I was asking to speak to a manager they refused several time then I hadn't had service for over 4months they refused to cut my bill down for loss of service and still not sorted it so have now gone with another company the customer services is very rude and disrespectful I advise any one wanting to join them don't they con u out of money overcharge for a service u dont use and are very rude and disrespectful
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Rainham essex Virgin Media  
There was a long period I would have recommended Virgin to anyone, for both speed and stability. I don't know if they've had a halfwit making poor decisions and cut the technical staff who kept the service going, but the bottom line: They now appear utterly clueless and the service seems to be constantly going up and down. Numerous calls raised, engineer visits on more than one occasion and it's still unstable. Sadly at this juncture I would suggest giving them a wide berth and looking at other providers if any can provide a reliable service.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    1 star
Farnborough Virgin Media  
Fast Internet speed but unreliable and inconsistent, sometimes leaving my weekends without Internet with no solution or anything use to say. Complete tihshole of a company.
  • Satisfaction
    3 stars
  • Speed
    4 stars
London Virgin Media  
I have been with virgin for years as it was already installed when I moved in.
I finally got fed up with paying extra for my loyalty and called them to see about reducing my £67/month for broadband , TV and phone.
After 42 minutes and being put on hold 7 times I was told they could reduce my bill by a paltry £3 a month but only if I reduced my free phone calls. And this when new customers yare offered my bundle for £32.
I asked to speak to a supervisor but she was ‘too busy’ I bet she was!!
Off to pastures new as they just don’t care about existing customers.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    3 stars
Salisbury Virgin Media  
Just moved from Essex to Yorkshire.No virgin cover so cancelled and asked for boxes to return equipment which i was told would be sent. Final bill has arrived but still no return boxes. My wife rang up to pay and they took money fine but would not answer questions about sending return boxes as she didnt know password. Take the money no problem but cant send two empty boxes for their equipment. Well its going to be recycled now as they had over a month and nothing. Useless!
  • Satisfaction
    1 star
  • Customer Service
    1 star
Acres Virgin Media  
First, I'll starty off by saying that Virgin Media speeds are awesome.

Virgin Media offers a credit option that allows you to build up 2 months of bills before you're expected to pay if you choose the Pay Online option.

You are only required to pay the last bill of the two to restore your services if you are unable to pay the bill for one month.

This is great for anyone who may have financial diffulties or are self employed.

The service has 24/7 Technical support which is awesome but the billing team is only avalible Mon-Fri so try to be ontop of your bill or call before the weekend if a bill is due and you need a little more time to pay it.

The service has failed about 2-3 times in the 4 years that I've been with them and three places that I've lived.

Virgin Media has always done their best to resolve any issues and their automatic bot seems to fix a few before the agent even answers the phone.

I'd reccomend Virgin Media to anyone because of it's speed, reliablity and it's agent avaliblity.
  • Satisfaction
    5 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Belfast/Newcastle/Gateshead Virgin Media  
WiFi from the router is erratic, even after engineers' attention.
TV signal sometimes breaks up late at night across all channels.
Tenda WiFi mesh system with a unit on each floor made WiFi better since Xmas.
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    2 stars
Sheffield Virgin Media  
DO NOT USE!!!

they cut your broadband speeds month after month then when you finally complain about your broadband being so slow you are told to "switch it on and off" 24hours later your back on the phone being told to do the same thing, this becomes a daily routine to have access to sub par broadband
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
london Virgin Media  
Please please do not leave your current supplier.

Was hounded in the phone to take the package accepted and were given our install date as the 22Decemner and to make sure that our other supplier was cancelled ,we duly obliged had 5 engineers out before to see cable duct was blocked and would send construction team out to clear it,connection day arrives and guess what it wasn’t done so no TV or broadband for Christmas with the kids

Still not connected,have rung India for the last 5 days and still they do not get what I am trying to tell them there is no cable to connect to,

So enough is enough have now got a price to have my drive reinstated and will be off to court to get it paid for.

Seriously stay where you are they are a disgrace
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Preston Virgin Media  
The original deal seemed to good to be true, 100mb and tv for £30 a month for 12 months. Half way through hey add £3 a month. In the last month the WiFi didn’t work for a week. And trying to contact customer services was impossible. We decide to cancel. Yet 2 months later are still being charged as they didn’t consider our cancellation and charged us a new improved price.
This company model is built on the completely wrong thing. And it’s a scam. Honestly the worst company to deal with.
  • Satisfaction
    2 stars
  • Speed
    5 stars
  • Reliability
    2 stars
London Virgin Media  
I am really disappointed for Virgin Media. My partner and I have been waiting for the installation of internet over than 40 days. They cancelled twice our appointment for the internet connection so my boyfriend lost 2 days from his job waiting for them and they never came in. When finally they decide to come(3rd day off of his work) they said that they are not able to connect the internet in our flat(the flat downstairs has internet connection with Virgin Media). Moreover they said that their manager will call us back in the next few minutes and he/she never called us back. Afterwards I call them to cancel the internet apply with them and they told me that has already cancelled. This is at least ridiculous. Not recommended at all.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
East Finchley Virgin Media  
Been with virgin for years & generally they haven't been too bad, sometimes you can lose connection for hours but overall I've been satisfied ...... until now. Three weeks ago I lost BB connection phoned them up to discover that they have disconnected me because somebody else had requested an account at my address !!!! Was told I would be back on in hours, I wasn't. Called back & was told an account had been set up for someone else & I had requested the disconnection ?????? They would have to close the new account before reconnecting me, this would take 72 hours. I wasn't reconnected, another 2 calls to be told basically the same, new account blah blah blah 72 hours blah blah blah. The last call I was told somebody had probably input the wrong address & they would have to phone the new account holder to find out where they were living & cancel their account before they can reconnect me !!!!!! Now today i have received an email asking why I haven't returned their equipment & if I don't make arrangements to return it i would be charged. Enough is enough, they can have their hub back & I will use an alternative for around £20/25 instead of the £51.50 I am currently paying just for Broadband & phoneline. More fool me you could say well not anymore. Cancelled DD today, will send them their hub & look forward to my next broadband experience.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
London Virgin Media  
Okay so i picked virgins 100MB Download speed plan i thought that maybe it will be good at the start yes it is, however if you are a gamer or like a stable internet virgin will break down in your area in the most random times for example i was trying to watch some netflix today and i couldnt i payed my next due bill which i didnt have to do then i called up and they said that virgin is down in my area and will be up at approx 17:15 pm bere in mind its 8:30 am in the morning i have tried everything to make the ******* wifi work and it fails on me when i need it most when i wanted to watch netflix and relax **** i hate life
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Greater Manchester Virgin Media  
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Birmingham Virgin Media  
This is a shameful Mobile telephone service provider. If I could give them negative 5 star, I would,
They do not honour what they offer on your contract and overcharge you at every opportunity.
They change the terms of your contract and allowance to suit them.
They do not deal with your complaints nor they resolve your issues.
It is impossible to speak to their supervisor and no manager or supervisor ever calls you back.
I don’t believe they exist. This company is very unreasonable and don’t listen to any rational or logic.
It is wise and sensible to avoid this organisation if you value your money and time.
Shame on you Virgin Media
  • Satisfaction
    1 star
  • Customer Service
    1 star
Kingston, Surrey Virgin Media  
Terrible. After 25 years with the same telephone number with virgin I signed a new agreement with them they changed my phone number!! I requested at sign up I kept the same number. 3 weeks later I still have the new number, now made another call to them and it’s going to take another 2 weeks to change back, despite being promised 2 weeks ago I’d have it today! Disgusting service Mr Branson!!! Aggggah!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Enfield Virgin Media  
None technical issues but customer service is very poor. When I decide to leave virgin media after my contract finished I did it but next day I received phone call from Virgin customer team with “great deal”. They promised me contract for one price per month but after two months price increased without any reason. That is unfair and now if I want to cancel my contract I have to pay cancellation fee. Very disappointed...
  • Speed
    5 stars
22 Virgin Media  
Unethical as it gets.
Was with Virgin for nearly 3 years. As per contract rate went up after initial 18 month from around 20 to around 45.
When I finally called them asking whether I could get a better deal they said it was only for new customers.
I asked to cancel at which point they kept going lower and lower as the conversation went.
I still cancelled as they did not offer the same rate as new customers.
Since I have cancelled I got two calls from their 'Loyalty Team' offering me better deals.
W - T - F!!!
How unethical can you get?
Also, why do I have to call to cancel? Why can I not do this online? It works for other brands, even in the Virgin portfolio.
Someone needs to start disrupting this industry. It's a disaster! And Virgin are the worst.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
London Virgin Media  
Just left Virgin after 18 months. Broadband speed was good but Customer service is Very Poor. More interested in signing up new customers with better offers than with retaining existing customers. Their Customer service operator when I finally got through was more interested in selling me an upgrade than in what I wanted - Not interested in listening to the customer so voted with my feet. They also make it difficult to get in touch to leave so the best way to get in touch with them is to go onto the website and say you are a new customer - They soon pick up the phone for a chat then ! Will try to sell you more packages and not listen to the customer which is the first rule of customer service. Bye Bye Virgin.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Leicestershire Virgin Media  
Customer service is diabolical, they are quick to answer when signing you up but after sales is terrible, menu only gives you a selection of straight forward choices, but any problems you get shunted around different sections and nothing gets resolved. We’ve been shafted 2 weeks into a deal, gonna be a long year paying for something we are not happy with
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Swindon Virgin Media  
The most unprofessional and scam crazy broadband provider I've ever come across. Rude customer service, no resolution to my complaint. Taking money from my account despite still having an active complaint against the ridiculous fees. Will never again be a Virgin customer and will be sharing this experience with all who consider Virgin for any of their services.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cambridge Virgin Media  
One of the worst experiences I have had with a company. Would not refund the money they owed me, and when they did repay me it was with a cheque that they would send out in 4 weeks time.
They just care about profits and getting as much money from customers as possible.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol Virgin Media  
I'll be leaving Virgin due to their poor service. In Northampton they appear to offer the fastest connections but the connection is not reliable and drops often.

Currently only one device is connected to the signal, my phone and smart thermostat cannot connect. Virgin state that because of the holidays more people are at home and using the internet so there is a bottleneck. So effectively they cannot provide a reliable connection if it's busy!

Will probably switch to PlusNet but will check recent reviews first. It's clear from Virgin Media reviews that most seem unhappy with recent service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
NORTHAMPTON Virgin Media  
The Hub 3 supplied with Virgin Media broadband is a nightmare.

The Intel Puma 6 chipset causes bad latency and packet loss, is vulnerable to DoS attacks, and results in frequent crashes.

This router also has it's own issues, such as broken port forwarding (still not fixed properly after 2 years).

Virgin Media have not addressed this issue in an acceptable manner, and since replacing the router is not possible, you will have to deal with this dreadful service, until Virgin can be bothered to actually make an effort to roll out a new router.

It also seems that they're in violation of net neutrality laws in Europe; some websites are being throttled. Using a VPN fixes this, which leads me to believe that this is intentional.

In conclusion, I recommend looking elsewhere if you want a quality service, Virgin Media are dreadful.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Coventry Virgin Media  
The worst broadband you can get. It’s not working at all and I still have to stay and pay them for no service till the end of the contract. Beware!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Eltham Virgin Media  
I have the Vivd 100 bundle and when it works, it works well.
The problem is that in 16 months I have experienced 4 major service disruptions (no connectivity or extremely degraded service), caused by Virgin faults (lines or devices).
The worst aspect is that the time to restore the service varied from 6 to 15 days.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    5 stars
  • Reliability
    2 stars
Virgin Media  
You're betraying customer trust when you're not providing the service that he paid for or you change the agreed price while under contract.
It's unacceptable to issue bills by you're own free will "just because" ...
No respect towards customers and totally trust lacking!!!
Only 1 star this year, because I can't give you half!
  • Speed
    3 stars
  • Reliability
    5 stars
Virgin Media  
Been with bt no problem same speed better had virgin for years complete waste of time virgin are a bunch of robbers also can't understand virgin workers ringing up after ended contract be warned stay well clear of them
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Tynemouth Virgin Media  
Terrible. Runs at 1mb/s and more than half the time they are having problems and "The Internet may not be available" so I can't browse broadband.co.uk for better networks!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Enfield Virgin Media  
Genuinely the worst company i have ever dealt with in my life! The only close to positive thing i can say about then is that the home internet is 2% better than the business internet and phone line. Absolute joke of a company, BT is 1000 times better than them and i miss the tiny, insignificant problems i had with BT thanks to Virgin
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Two years with Sky broadband - no problems at all.
Less than a month with Virgin Media - down over Christmas and not being fixed until the New Year.
Due to a new build, we’ve been basically given no choice but to use Virgin (outrageous), otherwise would never have changed.
  • Customer Service
    4 stars
  • Speed
    3 stars
London Virgin Media  
Installation was appalling they attached the cable from a tree to my house I had to bury it in the ground myself, every time we had a problem we would ring and get passed from pillar to post but no one actually helped and we never got a phone call from the manager as promised, today the internet and tv has been down since about 2pm and dispite getting a text saying it’s fixed it still isn’t fixed, phoned up to complain and couldn’t get through so I tried again this time I opted to add additional services to my package low and behold I was connected to a sales person I explained my disappointment in the service and asked to cancel only to be told that I can’t cancel today as there all on holiday??? But i could have added additional services??? Please avoid Virgin their the worst company I have ever dealt with I’m going back to Sky
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Wallasey Virgin Media  
Supposed to be 350mb boradband but there is next to no wifi signal upstairs so its not useable, useless in fact. As with all broadband companies they also make it as difficult as possible to complain, no e mail contact or live chat, automated options take you around in circles. Worst service I've ever had, would advise you dont bother, I'm trying to leave if I can find someone to actually speak to.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Virgin Media  
The service of this company is disgusting
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
London Virgin Media  
Virgin broadband is the worst broadband I have had! It cuts out on several occasions throughout the day and night! For no reason. I'm not ringing overseas to not be understood! Their stupid website always says no faults detected. I'm leaving as soon as I'm out of my contract..never ever again! Sky was sooooo much better!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Sunderland Virgin Media  
Unstable internet, cheap equipment, oversold network had virgin in different address and areas allways same problems and lies worst network in the world i have ever used
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Coventry /Hinckley Virgin Media  
Virgin can be named as the worst internet service provider. They cheat their customers out of money and get away doing so. I will always advise people not to join Virgin.
As two of my children were away at University, I no longer required to have a high internet speed. So decided to downgrade to save a bit of money, low and behold I said ‘ I wanted to save money’ does not mean you change my package by reducing my calls to weekend only, when they have full records of my call usage. So instead of paying for the £8 extra for call anytime, they charge me £100 for my call usage which I had no recollection making.
These people live off deceit, why would I make a change on a service full well knowing I would be paying 13 times MORE?!
It doesn’t make ANY SENSE.
So I paid £210 for two months of calls, so I could leave the company and now they’ve cut off my service when I still have a month left.
NEVER EVER use them. They WILL leave you high and dry.
Virgin Media  
Virgin have no respect for people's time. I have waited time and time again for the technicians to arrive. They either turn up and don't tell you, or when they do, they damage your property. If you value good customer service, go elsewhere.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
London Virgin Media  
Really cheesed off now. My previous issues regarding non-existent customer service have not been addressed, and now on top of that my Wi-fi keeps cutting out - mostly in the late evening. Only redeeming fixture is download speed - when it's working. I cannot wait until my contract finishes, then good riddance. And if Virgin read these reviews, they obviously don't give a stuff as the poor reviews keep flooding in on a daily basis. Absolutely shocking.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    2 stars
Rugeley Virgin Media  
They never ring back when you have a problem but wait until you terminate your contact: they ring you endlessly! Draw your own conclusions. Myself, I'm glad to be shot of the rubbish service & the 3rd rate company which owns it!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Virgin Media  
They sign you up under false pretences regarding the installation days. They promise to waiver fee and don't.
The service center lie about setup and promise to call back..
The call is made and there are no notes on your file regarding what they promise.
Poor poor service. Why would anyone ever want to sign up to these liars!
Disgusted with their whole attitude and service .
  • Satisfaction
    1 star
  • Customer Service
    1 star
North Lanarkshire Virgin Media  
Don't have virgin media it's rubbish. I've been waiting 10 weeks for then to sort out my phone line. Now I have nothing no tv, no broadband. Now been told will not be reconnected for a week happy Xmas virgin. Thanks
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    3 stars
Midlands Virgin Media  
It's funny. When I moved to a new provider and phoned-up to cancel my Virgin subscription, the guy on the phone started lecturing me on how my new broadband speed (despite being faster than my old one) wasn't enough for a family of four.

I told him that I appreciated his concern but it would have been nice if anybody at Virgin had been that worried about my internet speed a while back when for nearly two months I had intermittently slow (almost dial-up) speeds, couldn't watch Netflix or YouTube with decent quality, and couldn't play games online for more than 10 minutes without being booted. And having phoned their tech line several times (which is no longer UK based, so had to sit through a solid hour each time listening to somebody speaking pigeon-English very slowly taking me through their step-by-step guide for restarting or switching channels on the router) and having written a formal letter of complaint and almost begging them to send an engineer to check the local box or my line, they sent me a letter saying they were sorry that I was "unhappy" with my service, but they legally do not guarantee internet speeds.

It's sad. I was with Virgin for years and didn't mind paying the higher price because the connection was superb, the UK based help centres were always very helpful, and engineer visits were free. Now the connections are garbage, the technical support is incompetent, and though the engineer visits are technically free, try getting them to send one of them out.

No. There are much cheaper and better services out there now.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Cambridge Virgin Media  
After one and half months they fixed telephone line still most of the time broadband not working.
  • Satisfaction
    1 star
Virgin Media  
I have two virgin media accounts and can tell you in my honest opinion to avoid them at all costs.

They will bill you in 2 months in advance whenever they feel like it without giving you notice half way through your contract. This has happened 3 times in my one year contract.

The customer services is terrible. I wanted to set a credit limit on the account but they said that wasn’t possible. Then I asked for the manager, he said it’s poissible but only through another department... went around in circles to find out this was the same department that I got through originally.
Another time they billed me wrongly, the were refusing to take ownership, got passed around many different departments until the call centre man in India told me to F off and hung up the phone.

Although their internet is OK, God forbid you have any issues because seriously they are not their to help. I share this opinion amongst other family and friends.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Bristol Virgin Media  
Broadband is good but customer service and user experience is horrible. They neither did manage to keep their installation date
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Glasgow Virgin Media  
We tried VM for just 2 weeks then cancelled !! (14 day right to cancel terms). We wanted to run it in parallel to our BT service to see if it was at least as good as BT. Right from the start it was not promising - the poor guy turned up to install and the street team had not pulled through the cable or informed him - this delayed things by 3 weeks. The wireless router was not good enough - could not reach all rooms in our small house (a call center agent suggested leaving doors and windows open!!). They tried to flog us a booster kit - but I had to argue they could not charge us extra to get a basic service working. The long and short of this sorry tale is that I spent a lot of time (and got quite frustrated and stressed) on a merry go round of calls to call centres in geographically different places and always seemed to have to start again from scratch ("how can I help you today"?) and teams often contradicted each other of denied something agreed previously had happened. On at least one occasion I was pretty much lied to - to get us to stay beyond the 14 days.
Anyway, the booster never turned up, so we pulled the plug (figuratively and literally).
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Northwood Virgin Media  
A disgusting Corporation with a growing reputation for customer dissatisfaction.
I have been a Virgin customer for over 10 years, but want out because of the 100's of unwanted pressure calls trying to get me to add more services to my already excessively expensive bill to them each month. When I first tried to cancel ALL of my services they threatened me with a cancellation fee in excess of £700...next time (yesterday)when I tried to cancel with them...the operator grunted rudely, hung up on me and cancelled nothing. A truly horrible company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Birmingham Virgin Media  
Worst service provider for speed. Signed up to vivid 100 worked fine for a few days getting speeds of 108mb. Now I am only getting speeds of 15.46mb sometimes even 3.76mb. When I have called customer services goes to a call center abroad who don’t even care about customer service. Stay away from virgin media the boast about speed you will never get.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leicester Virgin Media  
The salesman told us how amazing the broadband was , unfortunately this was absolute rubbish. The day of the installation the engineers arrived late with no call so we just had to wait in on our bank holiday weekend. After the installation my sky wouldn’t connect I was told to turn off my sky box for a while then turn it back on. It didn’t work when I googled it I found out you had to purchase a wireless connector, which I wouldn’t have minded if I was told about it. After I went out to sweep up the mess they had made I discovered the paving slab they moved was not put back flat and now wobbles.! I called customer service to be told someone will contact me, two months later no contact. As for yr persistent salesmen I couldn’t get hold of him as soon as he’d made the sale. Needles to say we will be changing to another supplier as soon as I’m out of the contract.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
Ripley Derbyshire Virgin Media  
After losing his job my husband couldn't afford our £60 bill, I rang to explain and to try to cancel our service and set up a payment plan for the debt. This was refused, they would not cancel our account until we paid the £60 (although they did cut our service they continued to bill us) and as that was impossible our debt kept rising to over £200 which we have no way of paying. No understanding or help at all. We tried to do the responsible thing. If they had accepted a payment plan we would have paid it all by now, but instead we now owe hundreds.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Nottingham Virgin Media  
Down second time in 2 month. Takes over 15min to answer the phone and takes even longer to fix my problems.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cardiff Virgin Media  
Virgin have increases my bill several times since I joined them so just changed to talk talk as they are cheaper. They have now tried to bill me £77 for leaving even though I am outside my contract. Person I phoned to cancel became angry and argumentative with me for leaving and now they are charging me to leave. AVOID THIS COMPANY!
  • Satisfaction
    1 star
Leigh Virgin Media  
When Virgin works it is quick. When it doesn't work - which is often the customer services are dire. If you report a fault and engineers are in your area doing any work of any kind you will hear a recorded message saying when your fault will be fixed. you may well get text messages saying your fault is fixed but that information probably doesn't relate to the actual problem you are experiencing. If you are unlucky enough to be living in an area where work is ongoing then you can be left with no services for days or even weeks.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Virgin Media  
Virgin media is rubbish , customer are rude they take as if they are in charge of you , theydidnt compensate me for not connecting a telephone line , speed is rubbish seems just about getting 10mg waist of money , iv given my notice had the rubbish for 13 months , going back to SKY tv and get value for money and still get to keep the Q box with all the free view channels . Bye virgin rubbish media
Slough Virgin Media  
I have been a lifelong follower and defender of Richard Branson and his products. However this broadband service REALLY sucks. I am an online teacher and they just cut it off at all times of the day. It really is like being in the early 90s. I hope Branson reads these reviews and realizes that through his excellent advertising skills he has half the UK using his terrible broadband service. This will obviously impact the Virgin brand. He has failed the Virgin Records generation of followers with this crappy sham of an internet company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Ipswich Virgin Media  
Very disappointed with the broadband service. One of the worst I have had. No call reference number, no complaint email address to send your quick emails to. They lie at every step. Have to wait for hour to get through when rang. I also tweeted by all they have to say is call again to customer service and will be able to help. Lol. One of the worst company. If it would have been possible I would have given them negative marks.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Manchester Virgin Media  
A TERRIBLE company! Awful customer service - they really don't care. They overcharged me, but refused to believe that I was right. Due to the bad service, I changed suppliers and then they chased and threatened me for about £13, which they said I owed them (it was more like the other way around!). I told them to to "go forth and multiply" and just this morning they sent me a letter to say that as "a gesture of goodwill" they would cancel the amount I 'owed'. That's very big of them! IDIOTS!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
Yorkshire Virgin Media  
Possibly the worst company in the country tried to cancel contract even though in said contract start date was 7/11/2018they told me that was wrong and the start date was in October so wouldn't cancel it can't wait for next year and tell them to do one think it's about time government stop these companies tying you into contracts that you can't get out of
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Nottingham Virgin Media  
Rubbish company,cancel contract after years.The speed up o 100mb getting 5mb if you lucky.
Burnley Virgin Media  
Can’t even give one star just because of the customer service! Seriously so bad ! Bad and bad and bad !
I will never ever recommend it to anyone!!!!
Sooooooo poor not the network !!!! The customer service!!!! Learn some respect!
  • Satisfaction
    1 star
  • Reliability
    1 star
Virgin Media  
Rubish Rubish Rubish don't even think of joining this crap broadband service provider. "Service fault in your area" is a regular occurrence which means no internet for days on end or intermittent service. Unreliable. Customer service horrendous. Two complaints so far and NO reply. Was told by a staff member that there's no point complaining and I understand that now. AVOID
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Cancelling with virgin is a nightmare!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Virgin Media  
DO NOT go with virgin media!! Signed into a 1 month package, for £40 a month, paid £60 for them to come out and install it for £60 you'd think the box was included, used my first month then cancelled it they then charged me double the amount to cancel and still expect me to send the box back even though I only used one month, absolute rip off, there now charging me an extra £40 for not sending the box back but I chucked it out when cancelled?? Cant believe it. Not happy do not go with virgin media
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Great Yarmouth Virgin Media  
DO NOT SIGN UP WITH VIRGIN.
We are 8 Months in to our Contract with Virgin and several days ago we lost internet connection, this isn’t the first time it has happened. The update service informed me it would take a week to resolve this issue. Reluctantly I called their primium rate number in Hoping I’d be able to cancel the contract as it was their fault. No luck. Estimated downtime in the last 10 months is 5-7%. Very Poor
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Leeds Virgin Media  
virgin messed up install, left us with no landline or internet for 10 days, customer services a joke,avoid this provider.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Cambridge Virgin Media  
This is probably the worst company we've ever had. Fast fibre optic 200mbs speed? My arse. They will charge you extra on everythig and add extra bills for nothing. Did I mention you don't even get wifi? As I am writing this I am using 4G since virgin haven't sorted our wifi out for TWO MONTHS. You guys suck I wish I had gone with BT. Now I am stuck here with a massive bills and now wifi whatsoever.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Brighton Virgin Media  
Hello. This company is terrible if you can, avoid it at all cost. The network crashes are frequent and they will not give you a discount unless you go through a long reporting process.The customer support has no regard for the customer well being. There contract has loop hole's that are highly beneficial for them. You can not trust virgin media I was there customer for 6 years and I could not be more happy that I left. The only reason you would want to use there service is because of the Broadband speed but it's not worth it any more most of the other providers have caught up in that respect. I hope this will help you avoid this trap. Good day.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Peterborough Virgin Media  
I have signed up for 50mbps virgin fiber, thinking i was making an improvement over talktalk fiber. This was very much not the case, in fact i can hardly use the virgin system due to it dropping out and buffering everything. So today i decided to speak to one of dickys astronauts to get it sorted, but all i got was a impertinent "foreign person" that told me the weak signal could only be sorted by an apgrade.... virgin as a company is goin down the toilet! Never again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Lanarkshire Virgin Media  
So I've been a member since before time began!! Basically since cable first laid their cables and were called telewest!!
Never asked for nothing in the she 25/30 years.
When I finally got my son to ask for a new V6 box which he had got 3 of for his house for nothing got told I would have to pay 100 pound.
When we finally got a half decent deal off them and told to ring retentions the offer was dropped and we asked to cancel....they duly obliged!!
Shocking customer service
Richard Branson more like Richard the terrible!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
Rotherham Virgin Media  
Over priced and under performing. Will be leaving virgin soon and will never go back.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Cambridgeshire Virgin Media  
awful install - came back and sorted out few weeks later

Receiving 50MB on their 50mb service...however whichever browser i use and coupled to hard wire ethernet - youtube struggles badly with............1080 x 60 !!!!!! - buffer symbol several time er min..

Spent £10 on the usual painful phone call - where they are only trained to talk you around in circles in barely understandable English from an Indian bedroom til you give up or shoot yourself

Pointed out they were offering 100MB for same amount and that I am a 2 week old dissatisfied customer...my problem apparently
Then the thing stops working - turns out that for some reason they ignore DD and send you an email bill?!! - for over £100

Next phone call, I simply cannot relate in civilised tones (another £10 on pay as you go) couldnt tell me why it was a hundred not £33 - told me to look on internet....I pointed out that could be tricky - he replied that if i refuse to tell him exact amount owing from email I would fail the 6th level of security checks

I pointed out that since my mobi no. checked out with their records and i confirmed postcode, name, address , when installed. type of contract,..zzzzzzzzzzzz and was trying to pay to re-establish connection............i am kinda highly unlikely to be some criminal mastermind....eventually he said, well how much do yu want to pay?...I picked a random fig, he processed it and back on line...none the wiser - still wont handle 1080p..........it is no better than my £19 talktalk, which incls phone...avoiding the 2 £10 phone charges in first week (£100 +£20) for 30 days of 720...dont get me started on the wi-fi!! - 10mb!!!!
kettering Virgin Media  
Wish I never made the move to Virgin!

Currently paying for the VIP package with 350mbps speed.. so far the best I have achieved is 190mbps. I know to some that is fantastic speed but this will last 5 minutes max and then drop to 30 odd... I have spoken to the team at virgin who replied saying 350mbps is only achievable on wired connections and would depend on the house, I asked for them to lower my package as I don’t even get 150 as a constant but they have refused. I am now also struggling with my tv package. It freezes and struggled to load.

To give you an idea how bad things are, I am getting buffering on Netflix! Yet I pay £89 a month... awful service.

My complaint has been sent 6 days ago and I am still yet to hear from them.

I am hoping the 12 months go quick so I can go back to Sky with BY internet.

Please seriously consider options before jumping to virgin.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Nottingham Virgin Media  
Moved house so cancelled my contract, told I was due a £17 refund then got a bill for £52, phoned to enquire why and just got told that this was correct. Asked to speak to someone else as the guy I spoke to didn't want to listen, hung on for 15 mins waiting for some one, got fed up up waiting so hung up, ok I lose £52 but long term virgin will lose more as when we move into our new house I have a choice of by or virgin, guess where I will be spending my money?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
Kent Virgin Media  
ive been waiting for over 3 months for an install all I get is rescheduled appointments and excuses if I could put -5 stars their that bad use a different provider!!!!!!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
UXBRIDGE Virgin Media  
Awful company I moved they couldn't provide me with the service I had to pay disconnection fee customer reps are idiots I will never deal with these people again
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Belfast Virgin Media  
If there were 0 stars I would give them that. Rubbish customer service, been called a liar by the MANAGER when reading out facts about my contract.
I’m trying to cancel it at the moment WOUL NOT RECOMMEND AT ALL, TRY TO AVOID
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol Virgin Media  
Have you ever tried playing games, videos and movies with 1Mbps - 8Mbps speed ?
I HAVE !! for the last three weeks been having the worst internet ever. my contract is with 200 Mbps !!
My family had it worst, a family who mostly work from home had no internet for 19 days without any warnings or emails nor any phone calls.

One thing I've learned after being a loyal virgin media's customer.

Don't be a cheapo
Dont fall for the high numbers 362mbps or even 213 mbps BS! as im typing my internet speed is 3.14mbps.
Also virgin medias box set sucks ! slow as watching a grass grow. specially Netflix!

Anyways last few days until I change, hope people who came here to see review makes smarter decisions.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hampshire Virgin Media  
Despite being a loyal Virgin customer for many years, with our wifi, TV and mobile phone contracts with the company the service we have received is appalling. The iPhone I purchased from Virgin has according to apple "inherent hardware faults" and is liable for replacement under EU consumer laws. As it transpires, Virgin clearly doesn't follow EU consumer rights laws and by extension clearly doesn't care for its customers. Having experienced shocking service with call centres supposedly trying to help hanging up and the company doing everything they can to avoid taking responsibility for a faulty product they sold I would not recommend this company to anyone. As Apple stated they would replace the phone had the sold it to them it highlights Virgins blatant disregard of not only the customer but the law. Therefore, if you are confident enough in the service to expect no faults whatsoever Virgin is fine but come any issue you can expect extreme mistreatment and to spend the majority of your time going in circles to rectify a problem not caused by you.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
North Yorkshire Virgin Media  
Never could I have imagined a service this bad in all my wildest dreams...

I could write a book of my experience with Virgin Media. I purchased the best service they could provide and had 1 month of 1mbs..........
Unbelievvable.

I had called them on a daily basis, and when that month was up, they offered me £10 cashback from my bill, which even that they forgot to subtract.

You call for help, you deal with people in India.

You explain your problem every single day from the start again, because they change people in every single phone call. They cut you off if you get emotional about it...

There is no win with Virgin Media, and they are officially the worst, most corrupted provider in UK.

Stay away from them at all costs!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Southampton Virgin Media  
Just got virgin media set up today and worked fine, internet was working and so was the tv and then about 4/5 hours later it stops working and can not access anything, tv is down the broadband is down. Rung customer services and they were absolutely useless!!!!!! Can’t get an engineer out for another week!!!!! Come on seriously?!? Also when I signed up for it we got told we would get sky cinema for free for three months when the tv was actually working it wasn’t on there so I rung customer services and said I ain’t getting it as nothing on the notes! So I demanded to get it as was promised and she just went ‘no’ what customer service is that! So far my experience with virgin has been shocking! If it gets fixed next week I’ll be happy if not I’ll be switching to Sky!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leeds Virgin Media  
They sold me broadband on a 30 day rolling contract for £35 with a £70 activation fee. On the day the broadband was supposed to be live, after an hour or so on the phone to support, I found that the virgin media cable was hanging down outside the house blowing in the wind. It took an engineer visit to sort this out and the connect started late.

As if this wasn't bad enough, during the sales call I was assured I could add a phone line on later on, bringing the total cost of services to £42 per month. I called literally 3 days later to act upon this agreement and found they wanted a £25 activation fee for the line, and they wouldn't honour the agreed price and wanted to up my charges to £43.75 per month.

As my father says, it's the big companies you have to watch out for these days. They cheat and lie and say whatever they need to get the sale, and treat you like rubbish after that.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Oxford Virgin Media  
I am very proud to say that virgin is the worst possible internet/broadband you could ever have the amount of hassle I have had with it is so unneeded they really need to sort their act out virgin is rubbish!!! Definitely would not recommend I can create WiFi better than this!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Macclesfield, United Kingdom Virgin Media  
Beyond poor. Was supposed to be connected last month but they keep missing deadlines and appointments with no explanation. going with another provider. There is no customer service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Mansfield Virgin Media  
Keeps freezing dropping and crashes pc and mobile
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Welwyn garden city Virgin Media  
Virgin Media is sending advertisement letters to houses stating that the street is connected with fiber but in reality they don't have permission from local authorities.
This is to trick customers to sign up with virgin with the hope that they will get the permission (due to the number of customers requesting the service).
This is an unfair practice for the customer and I'm almost sure it's illegal too.
I had to wait 35 days for Virgin Media to try to connect me, after several hour long phone calls with customer service, but at the end they just canceled my order because they didn't get permission from the local authorities and without even the decency to let me know.
I then received a call from their "Customer loyalty service" asking me why I canceled my order, the poor lady was so embarrassed when she realized what was going on that she hang up on me...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London, Walthamstow Virgin Media  
Broadband is fine when it works, but cuts out multiple times per day. If I can get through streaming an hour episode of something it's a minor miracle. When I phoned them they just told me to turn it off and on again, they weren't interested in trying to diagnose the problem.

When I tried to transfer to talk talk, I was told I had to do the landline first, then couldn't cancel broadband or TV until after that - so they get another month of payment from me. Worst broadband service I've ever had, stay away.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Southampton Virgin Media  
When moving home had to cancel as VM don’t have services at my new address. I’d been happy with broadband & tv so would have taken them with me. When I called to cancel the very curt and clearly miserable customer services woman told me there would be a disconnection fee of £150, she refused to put me onto a senior manager. I hung up. Next day called again, very nice bright woman answered, apologised that they couldn’t offer me a service at my new address but that as I paid a month in advance I was due a refund of £50, which I duly received! Clearly no real policy just luck of the draw...so I recommend trying till you find a civilised reply!
  • Satisfaction
    5 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    3 stars
Camden Virgin Media  
The wose thats all i can say i've been with company for 10 years the customer service is the woset.Im looking to leave.
Croydon Virgin Media  
Been with virgin yrs last year give me ne wifi hub had engineer said these hubs are poor signal for wifi using iPad few feet away then bought net gear router for wifi and used there's as modem I told them signal poor paying 57 pounds for tel and broadband only cancelled contact nothing but Cowboys and rip off merchants been trained by dick turpin
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
North shields Virgin Media  
Started off on what was originally a good deal. They gradually gave me a free upgrade which after a period you eventually end up paying the full monthly charge for the free upgrade (very sneaky tactics). I find customer service is very poor and they adopt tactics to try and make it as difficult as possible to cancel without having to pay for calling them. Even with my “free” upgrade the broadband isn’t the best as I have called them several times with speed issues as they do not tend to reflect the advertised speed... shocking really.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    2 stars
Ellesmere Port Virgin Media  
Planning to terminate my contract, customer service told me that they have special offer for me and offered higher price than stated on the website, just unbelievible!!!
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Hemel Hempstead Virgin Media  
Changed to virgin one week ago pathetic speed is slow and customer service beyond a joke
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Northern Ireland Virgin Media  
Not reliable, prices increased a few times a year.Virgin media is wrong decision for long term customers. My advice would be, if you are reliable, long term customer, it is better choise to avoid this comoany. Worst experience ever I had with contrac
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
Tamworth Virgin Media  
I have never left a review for anything in my life. But today I have come to the conclusion that the cancellation process makes Virgin Media a criminal organisation.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Hertfordshire Virgin Media  
Just had phone broadband and tv Installed today while I was at work.
Worked for2 hours now have to wait 2 days for an engineer!!!! Disgusting, bt never failed us once in 2 years!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Halifax Virgin Media  
Biggest scammers. All they do is lie to steal your money. Zero customer service. No reliability.
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  
Totally angry with these bellends, I transfered account on my wife, my bad, they sent a huge amount on the bill, tried to talk to someone in customer service just a waste of timr.There a working only "Indian habits" probably their server and slaves are in India. So nothing solved, bunch of emails no response. BIG ADVICE, do not have any relationship with them, otherwise you will have a big pain in the ass.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Northampton Virgin Media  
I signed a contract on 14th August 2018. The price has now gone up £3 per month but I received no letter or email to notify me of this increase, therefore I didn't have a 30 day window to consider my options due to the increase. They send me emails every month to advise me that my bill is ready to view in my online account, but they never sent me an email or letter advising of the increase. This may or may not have been done to deliberately catch people out. Either way it is very poor. When I phoned up the virgin employee offered no help and then hung up.
Shocking.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Plymouth Virgin Media  
Worst WiFi connection ever always gotta use my data on my phone because WiFi never ever works. I can’t use my I pad because of the connection it’s a shambles. NEVER GET VIRGIN ITS A JOKE
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cardiff Virgin Media  
Joined via an official virgin media door to door salesman in October 2018. Salesman offered me 50mb broadband, Anytime landline calls, TV player bundle and free sky sports for 3 months – all for £32 per month. It sounded like a great deal so I even got a friend to sign up via the same salesman. The numerous problems started from the get-go, I will list it out for easier reading.

1. I repeatedly told the salesman that I have never had virgin media before whilst signing a pre contract in my house. Salesman still went ahead and booked the wrong type of installation (Engineer thought I had a virgin line already installed). So I got a new installation date for 2 weeks later, had to call my previous provider to extend the notification period which was tricky.

2. Also mentioned to the salesman, that I wanted the router to go into my bedroom due to my PC and gaming set ups needing an Ethernet connection and to keep my existing landline number. Salesman promised it can be done. Installation day comes (second time around), engineer immediately dictates where the best place for the router to go ignoring my preference. Engineer made so many excuses not to put it in my bedroom, probably because of the extra work needed, so I gave up and it ended up going in the living room alongside the TV box (I bought a powerline extender for £50 just to connect my pc). After the installation, I then find out that my landline number has been changed, I was really frustrated because I have had that number for many years and was looking to keep it.

3. This is where it becomes even darker, I was getting a bit concerned in why I wasn’t getting any emails as you do when you join a new provider and I wanted to make an online account. So I called up the customer helpline and they told me it’s because your email was incorrect .com instead of .co.uk. It was written clearly correct on the pre-contract paper handed to me by the salesman, to my shock my friend also had the same problem.

4. Then out of curiosity I told the customer service guy to read out my package and lo and behold I was on a different package weekend calls and nothing about 3 months’ free sky sports, it was just a normal package offered online. My friend did the same and got the same outcome, even the email situation .com instead of .co.uk

5. I rang the salesman and he kept lying about it just being a mistake and it will be sorted out (basically he was trying to run down my 14 day cooling off period). He eventually stopped answering calls from me and my friend. I then spoke to a manager from the customer services and he agreed that there was some mis-selling going on and will honour what I was promised if I sent a copy of the pre-contract to his email, which I then did. He then replied that everything was sorted, far from the truth as I saw no change on my account.

6. The last straw, I called again, really wanted to cancel it as I was fed up and 3 days away from the cooling off period. Was told the same thing by a different manager honour the contract etc. I then look at my account again and I see that my first bill is £120 including 50-pound installation fee when I was promised free installation. The 2 managers basically messed up my package beyond repair.

7. I then called up to cancel it finally, had to repeat my story every time I called by the way. Advisor said that I don’t have to pay a penny because the cancellation is within the 14 day cooling off period. No surprise here, they then sent me a bill a week after cancelling of £75 for god knows what reason, had to make further calls to customer service to sort this out, they said it was a mistake don’t worry etc.
In Summary a had 2-3 weeks of hell, I was a loyal and happy Sky customer before virgin, I got mis-sold by a sly Virgin Salesman called ‘Kevin’ apparently who lied, the customer service from virgin is also appalling most probably due to untrained employees in the Indian call centre, on top of all this the broadband service went down for 2 days in my area during my few days with virgin.

At the end had to re-join Sky. Lesson learnt, Virgin media is diabolical
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Bradford Virgin Media  
They claim to be the best but they are the worst. broadband has always got problems always something wrong in the are not true the fact is they employ incompetent people to perform the jobs BT service is way more reliable and cheaper. I was supposed to complete my work for college but thay had whole day and they could not fix it some minor issue I bet


pros: broadband speed is on point.


cons:everything apart from the internet speed. so;costumer service, services, TV, prices ,reliabilty very very poor. avoid virgin media if you can
  • Satisfaction
    2 stars
  • Speed
    4 stars
Birmingham Virgin Media  
Works okish until you last month of your contract. Customer service is rubbish, technican booked never arrived and claiming they did. Min once a month router needs restarting, wifi did not work in the bathroom which is 5 meters away from router. Not worth the money. Very unhappy, customer service talks over you or they dont speak good english.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Twickenham Virgin Media  
very poor customer services they will agree with you but later they will send you different but and when u speak to customer services they so rude they dont give you straight answer i have wasted my 1 hour trying to resolve this issue waste of time
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
harrow Virgin Media  
phoned this morning as speed was only 1.08 . I wasa told to move the computer next to the hub or remove some data from the computer and this would speed things up. the lady also said she would fix the problem straight away. its almost 2-0- clock now and nothings really changed. ive dumped them and would never use this pile of useless crap again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
south shields Virgin Media  
We signed up for a £38.00 per month which includes broadband connection + obligated landline connection.
Everything was fine the first 6 months, after that all problems started: broadband connection was going off every single month, sometimes for reasons we could understand like bad weather of repairs or reinforcements in their network, but then they started to deliberately cut the connection off saying that there was money due on the month's bill. As said, we contracted them for £30.00 per month and that bill ended up at £80.00 a month. We carried on for 2 months more and changed the service to a different broadband company.

To sum up, I basically do not recommend Virgin Media to no one as it will be an utter waste of money and time.

PS. For who might be interested, we now swapped to Sky which are good as gold in our region.

Gregori
A certified Virgin Media hater since July 2018.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Bristol Virgin Media  
Virgin's package delivers, but when it goes wrong their service is abysmal. Was 7 months without any TV, broadband or phone last year, now been without phone for nearly a month and looks set for another long haul. Think twice.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
New Malden Virgin Media  
I wish i never joined them. The speed of broadband supposed to be 50 mb but it is slow and much less than 50 mb.
Their bills seem to rise so fast. Whenver, i go for help and support online it alway says oops something went wrong or crikey there is an error. I have not been able to check my bill details because something is always wrong with their system.
I can't wait leave Vurgin media when the contract ends.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
31 Virgin Media  
Broadband unreliable, for working from home. Broadband speed intermittent, nowhere near 100 Mbps more 15mbps when working. Currently intermittent till 12/11/2018. Customer service in name only, Not focused probably based in India
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wembley Virgin Media  
They are charging me for speed upto 200mb but It never goes over 37 average speed is 18 MB.. Worst services
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
LONDON Virgin Media  
Very disappointing experience with virgin media. Had to cancel after 19 days as wifi not reliable and not compatable with various devices. They then tried to charge me 2 months payments for only 19 days service. Shocking customer service and will never use them again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Nottingham Virgin Media  
We have been Virgin media customers for 15 years now, we've recently moved house and now they cant be bothered to help us. We've been waiting 1 month for them to come round to connect us and noone seems to know what they're doing. They cant give us a date for when the work might begin and the people in the office are totally incompetent!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Corby Virgin Media  
We changed to Virgin Media midi September 2018. We’ve been left with a hole in our UPVC door and wires on show. Despite various complaints there is nobody interested in getting this resolved. We’ve been in our new home a few months and Virgin don’t seem to care whether this is sorted or not. They are a complete shambles and other than considering court action not sure what to do next
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Heaton Bolton Virgin Media  
Spent last two days trying to get virgin media to accept there is an issue with broadband. Was very frustrating to be sent from one department to another on the phone and all was needed was an engineer to be sent out to solve the problem, which they won't send an engineer out to. Absolutely disgusted
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
RUNCORN Virgin Media  
What a shower of
Price rise while in contract
paying for 100 meg struggle to get high 50
oh very sorry sir we will sort it in 24 to 48 hrs
and the refund /credit team will be in touch

Well 72 hours later speed is now low 50 meg
no phone call no improved speed rang to see
why the guy on the phone couldn't answer
and put the phone down on me
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
CLEVELAND Virgin Media  
It is costly. It is only good for new customers, while you get a cheaper rate. Afterwards, your price will increase every year by a few pounds. I tried to call the customer support, but the person would only argue with me and didn't stop to listen to me. I am very disappointed.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
London Virgin Media  
This is the scam I have witnessed today, it is so frustrating, coming home from work after a hard heavy day wanting to sit down with a drink in your hand and boom!!...
The chanel you been watching for the last 6 months or more is not there anymore, then when you call to find out why, you been told a script from staff on the phone, it is in full TV package ( bull) I was damn watching this chanel over and over again nearly every day, then all of a sudden disappears!!! it is not on!!! that is scam, is literally scam, they make you used to it then take it away, in order to scam more money off of you, cos you want to watch that chanel you like.
Who in f... World is deciding what chanel belongs to what package and why do you have to take away people's joy, the piece people looking forward for when they get home??? It is not on!!! That is scam I am not paying more I am not doing what you want me to do!
To hell with the people who is in this scam to hell with you I am going to leave soon sodd you all useless nonsense people
I hate you all who is doing this or make it happening
  • Satisfaction
    1 star
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    1 star
Crawley Virgin Media  
Have been happy until recently. Broadband went down and was told on phone there was no problem and must be something in my flat that needs attention. Waited in for an engineer who immediately said it was not anything in my flat but an outside fault effecting many people. He said it would be repaired that evening or first am. I accepted what he said but felt uneasy. I phoned again and told repeatedly there was no problem in my area! So another engineer booked to come again. Being told different things by phone staff and their engineer. Have spent many hours on phone. Am looking for a new provider
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Potters Bar Virgin Media  
Their broadband might be of a decent quality. Their customer service is one of the worst. Staff are incompetent or rude. I escalated my complaint to CEDR but the company made a defence and repeats the same story again and again. They are utterly completely unpleasant. Waste of time.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
London Virgin Media  
They kept losing track of my payments. Their website is terrible. It kept telling me I needed to change my password and then not letting me log in. Every time I had to talk to their customer service it took upwards of 45mins, I’d get transferred multiple times and asked the same questions over and over again. If I believed in Hell I would assume that Virgin Media customer service was it and they are here just to torture us. I made a compliant and when the complaints team followed up they said - so you’re issue is now resolved so you dont have a complaint. I indicated that my compliant was about the service I had received not whether they had finally done what they needed to. Only get Virgin Media if you will never have to deal with their after sales customer service. Otherwise it is just not worth the pain.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
London Virgin Media  
DO NOT PURCHASE ANYTHING FROM THIS COMPANY.Tried to get fiber broadband installed, online services said it was available, I was told an engineer would need to come out and inspect the property to see if it was possible. Before he had even seen the property I got a phone call huffing and puffing to say it was a 'big job' and actually suggested that I can get normal internet through BT! After arguing my he agreed to come see the property, again the huffing and puffing started again and woe to the engineers who would have to drill through a wall. After realising there was nothing he wouldn't do to avoid this job I left. I then tried to ring virgin to explain the situation, spoke to 2 people both understood me fine but it 'wasn't thier problem' the third person I was transferred to I couldn't even understand...it was in this moment I realised they don't want my money, which is fine. So if you are looking for fiber, do yourself a favour and take virgins advice, call BT.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Newcastle Virgin Media  
Diabolical first cable laying - improved within 48 hrs of re-booking.

This subsequent install was fine, the test showed 55MB, which has held for a week so far,,,,,,,,,,HOWEVER...IT IS OF LITLE USE AS EVEN 1080 YOUTUBE BUFFERS EVERY 5 SECS!!! - 4K? - YOU CANNOT BE SERIOUS!! - I ordered and agreed to pay their loony rates to leave slow web behind (6MB is all I can get at the farm cos of long twisted pair) - the reality is, I doubt the 50MB is better than 20% better than the 6MB on Youtube...

Netflix advise 25MB for 4K............Just what is occurring?!
KETTERING Virgin Media  
The broadband didn't work half the time and then they put the price up after my contract finished and tried to take the money out my account without telling me. When I called them to cancel, I was passed to so many different people for 2 hours which left me frustrated. I will not be using this service again!!!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
London Virgin Media  
‪Just wanted to WARN existing Virgin customers about unfair “contractual” termination charges!-was just ordered to pay an extra £60 as Virgin I moving and they cannot provide me with the service after I move. I was with Virgin for well over a year but had to switch to cheaper service recently as couldn’t afford their premium charge -Now it is their payback time!
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
Southampton Virgin Media  
It’s not even worth giving a rating.
Taking two DD from my account but won’t talk to me as I didn’t sign the agreeement. They have been spoken to by the account holder and written too and still won’t discuss. They are a joke.
Virgin Media  
Virgin Media, has an advertised speed of 'up to' 100mb, for a recently increased £57 per month bundle. At first it gave 108mb dl and 6mb ul, now it never exceeds 50mb dl, and in the mornings and at other times of the day reduces to approx 20mb dl and less than 1 mb ul. This, coupled with a reduced quality of 'India' customer service, make Virgin a complete ripoff.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
North London Virgin Media  
The broadband simply went off. I spent more than one hour with them on the phone and they simply told me to wait one week for the technician to visit my home. The customer service was really dry and unpolite. How awful. I've just decided to leave the company. It's really not fair (not to mention that I spend more than 100 pounds monthly to receive in return such a disrespected treatment).
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Virgin media sent my contract to an email address that was not mine and obviously no response was received. However, based on that I was in the contract and I only knew about the contract when they sent me my new bill. The new bill was strangely sent to the correct email address.
I contacted virgin media about the instance and it looks like nothing can be done because I am in contract and I have to pay a very high bill for 12 months at-least.

Do you guys think it is fair? I do not. Based on this I give Virgin media 0 stars and will keep doing that.

Any idea if something can be done about it?

Jax
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leeds Virgin Media  
And still these clowns continue to bury their heads in the sand. Do they actually read any of these reviews, or do they just not give a **** about the customers once reeled in? I think it's the latter. Paying a hard earned £72 a month for this crap. Despite endless calls to 'customer service' (joke) I'm STILL only a 'secondary account holder' after taking over the account from my son 3 months ago. Meaning neither of us can access bills etc. Even when trying to escalate my complaint to a 'supervisor' (another joke) I'm put through to somebody in some place in a far flung corner of the globe who can barely string together two words of English, who repeatedly reads from a script telling me that it was my choice to sign the contract. Well, as far as I'm concerned, they are breaking their side of the contract in this respect. Add to that the Wi-fi dropping out randomly - should this occur if I'm trying to book flights etc when working from home and I end up with a missed flight or double-charged because of this, then they shall be hearing from my lawyers!
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    2 stars
Rugeley Virgin Media  
the worst company. once you are with them they will rise the price and all you get agree with them mean NOTHING. do not connect to them.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
birmingham Virgin Media  
Once you are in they don't care anymore. Worst customer service!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
LEAMINGTON SPA Virgin Media  
Was waiting for month to get property connected. They informed me few times that the engineer will come thus making me taking days off, but he/she never came. Strongly DO NOT recommend you Vergin Media.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bromley Virgin Media  
One star is way more than what they deserve!!!
I have been cherged for a new broadband to be delivered at my house (still waiting and it has been 3 weeks) and when i’m calling the customer services, if i’m not waiting for ages, i’m being transfered to another service...

Bottom line no know can help me or seems to know why i can’t get my contract started, why there is no account under my name (but yet they took my money) and even better no one is willing to give me my money back.


Worst services i ever had in years!!!!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
South london Virgin Media  
Moved in there weeks ago. The internet has been out for two weeks... damaged cable, no replacement cable, no feedback, nothing.... just really awful service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
NW3 1DD Virgin Media  
After being completely screwed over by BT, it’s nice to have Virgin Media back in our lives. Our activation date for BT was over a week after signing up. Then there were “issues” and they delayed it by another two weeks! Called Virgin and they sussed us a router and got us fibre broadband in TWO DAYS. Currently have an avg download speed of 150+ mbps! The only issue we’ve had previously was at our previous property and the WiFi kept going down - turns out too many devices. Upgraded to router and no further issues! We love Virgin Media!
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Hampshire Virgin Media  
Is Virgin the worst broadband provider in the country. I made the mistake of moving over in August and the WiFi hadn’t worked properly since, having to sit thru the constant buffering and even though they originally agreed to come and fix it changed their mind unless I paid for it. Their useless call centre transfers you from one department to another, so I paid for the technician to come out and they’ve made it worse. They now refuse to come out a second time without me paying for it and one let slip you get buffering a lot in weekends due to high demand in the area. They never said that when they took my money. What a joke. I now have to go to the ombudsman. Hopeless
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
I have phoned them up multiple times, and each time I get quoted a different deal. This is annoying, as when I try and take up a previous offer I am informed that it is no longer possible.

The reason I am trying to upgrade my Wifi is because the speed is very slow and unreliable. Consequently I would not recommend Virgin's wifi deal which offers 50mb/s.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Manchester Virgin Media  
Absolutely shocking customer service. The sales team are fine until you get through to the relevant department that you need. They are obnoxious, rude, patronizing, argumentative (what happened to the customer is always right!!) and completely incapable of getting basic things right like your name. They take your money for what should be a free trial, cut off the channels which your meant to be viewing for free. Then refuse to refund the money which isn't theirs back into your account. I thought other companies were bad which I've used in the past, but my god they top the list!!!.
  • Speed
    2 stars
Virgin Media  
Our signal disappeared one morning never to be seen again... Virgin has been beyond shambles. Here is the chronicle:

1. Call for an engineer

wait a week

2. Engineer attends: you need a new cable, a construction team. The conduit is blocked too.

wait another 10 days

3. A guy comes over - you need a new conduit.

- I know, aren’t you going to lay it?

- No, I just pull the cable.

Wait another 10 days

4. Another guy shows up - can’t pull the cable. - Obviously

wait for another 10 days

call help line

empty assurances and rehearsed apologies are given that next time everything would be fixed.

5. No one shows up at all

6. Call the help line by midday. Response: someone is working right now. Evening text: “we fixed your problem”. In reality - no one even showed up. I have CCTV. No one.

7. Call the help line,who say their notes say they called the customer and rescheduled the appointment for November 30th. No one, of course, called.

The call centre clearly just tells lies. This is torture. My kids can’t even do their homework. I ran out of my annual leave waiting for the “engineers”.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Without question.....using Virgin was , to say the least, traumatic .... 5 missed appointments....uninformed staff and incompetent workman.... issuing County Court Summons for the damage to my property !
  • Satisfaction
    1 star
  • Customer Service
    1 star
Tunbridge Wells Virgin Media  
I would love to give 0 star or negative marking. Customer Service is one of the worst thing. I moved my flat and tjey said they can provide the service in my new flat so, I have to pay early termination fees. The guy called Rowat from complaint department was trying to say that I have to check weather they provide the service in my new flat (what a joke). I even gave the name and number of new guy who live in my previous flat. But still paying early terminaton fee. What a joke??? They just want to make money from customer.

Worst experience ever. Dont go for virgin media
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Guildford Virgin Media  
I am very unhappy with Virgin because I pay for 108 M / bs and I have 2M in fact. And sometimes 5M I called 100 times to Virgin but they got me in the ass. I do not have the strength to whom to report with this problem, no one is able to help me !!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Dn1 2tp Virgin Media  
Do not go with Virgin. Their customer service is appalling, they put your bills up with no warning and you cannot contact their customer service unless you are prepared to wait over 30mins on hold. Absolutely awful!!
  • Speed
    3 stars
  • Reliability
    3 stars
York Virgin Media  
If I could give less than a star for some of these sections I would. Virgin charge us £43 a month for just internet services (and that's at the discounted rate). At that price you'd think we'd get some good customer service. It takes at least half an hour to get through to them on the phone each time (though that's at the lower end of the scale). When you do finally get through, Virgin just randomly cuts you off after wasting your minutes (I lost my 500 monthly minute over two days calling Virgin). The people on the phone are really slow (they take half an hour just to fill out forms with basic details like names and postcodes). We ordered a booster because the internet connection wasn't stretching to the back of the house at all. We knew this would cost an extra £3 a month, but we also got charged an extra 50p for the costs Virgin had to undergo just for changing the contract slightly (which so, so stupid). And their online chat is pretty much never available. We went without internet in one part of the house for nearly a month but there was never an apology from Virgin.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Coventry Virgin Media  
Customer service is horrible. Speed is OK nowadays, but sometimes it struggles with high ping times, which means that it take 2 seconds for the website to load even if you have 200Mbs speed.
They keep increasing price every 6 months by 3-5 pounds even if you have a contract, so kind of like a trap.
Also if you have downtime service you need to call 3-4 times to sort it out and remove it from your bill.
Takes 6 days to fix internet if there is a problem...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
London Virgin Media  
no internet for almost 3 weeks , kept calling at customers suport still no one came to fix it. Paying for nothing
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Sunderland Virgin Media  
The worst company I have ever been with.
I will keep it short as possible.
On the rare occasions the Internet worked we had a really good speed.
Multiple times a day the Internet dropped off completely. 15 mins, 20 once for 45 minutes.
I called at least once a day and spoke to rude and clueless "customer service agents."
They had no idea and just kept reseting the channel. Eventually I said to send an engineer out.
They didn't.
When I called to say he hadn't arrived and to send someone they said I had to call back three times in thirty days to get a call out! Even though I'd called multiple times a week and their man didn't turn up.
In the end I left...
Here is where it gets really fun!
I leave and call them to say so.
I need to pay my last month's fee AND a £200 leaving fee.
I agreed to pay my leaving fee as I had indeed not given a month's notice however, I would NOT be paying the leaving fee.
I paid my £83.83 per month and moved on. (limited TV, rubbish broadband BUT a very very good phone service.)
Started getting letters about my leaving fee which I called about once, told them to take me to court and them ignored.
A very NICE man from virgin called and asked to set up a £5 a month payment plan.
I explain that I CAN pay for it I just WON'T. Explained why and again asked them to take me to court.
Next was a debt collection agency.
I called them and they wanted the fl story. After telling him how may times a day the Internet dropped, the rude and unhelpful staff and engineers not turning up, he told me not to worry about it all.
A week or so later, I got a letter saying the Debt company had sent the debt BACK TO VIRGIN!!
They knew in court I would win so they weren't interested.
I NEVER HEARD A WORD FROM VIRGIN AGAIN!!

So if you get an early leaving fee, stand your ground! If they have broken contract you can leave.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Swindon Virgin Media  
The broadband is fine but the customer service is appalling! I told them I will not be renewing my contract but they have continued to charge me! I have been trying to resolve the issue but I spent 2 hours being passed from department to department and having my calls disconnected while waiting for x department to answer - Shocking! I even told them that it is not fair for me to call 7 times and not have my issue solved - this is bad customer service! Just to be told "Sir, that is your opinion" whatttt? They still have not solved my issue of being charged for nothing! Goodbye Virgin - you lost a good and loyal customer!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Didcot Virgin Media  
Virgin arrived in August to install my VIVID 200 broadband and TV.
The engineer left cables strewn across my garden and pathway but assured me that their ‘burial’ team would arrive the same day to bury and tidy the cables - they did not arrive until 4 days later following numerous calls to Virgins customer services.
Download speeds were around 24MBs and the TV service did not work - a far cry from the 200MBs download speed and seamless TV services I signed up for! After several further calls, a supervisor visited and advised that the wrong cable had been installed and advised that new cables would need to be installed required more disruption to our garden. 2 days later Virgin engineers arrived and installed a new cable, leaving exposed cables across our garden and most annoyingly left me without internet, promising this would be sorted out. - Well it wasn’t.
After going around in circles with the very unhelpful customer services I emailed Virgin’s CEO Tom Mockridge requesting his help but was advised that he cannot deal with my complaint personally (well there’s a surprise!!)
Absolutely appalling service - nobody at Virgin seems to care - including the CEO (Isn’t his goal to make customers happy, build his company’s reputation to entice new customers and so increase profits?)
Do not be taken in by promises of great service- You’ll be sorry!
Summary:- Appalling on all accounts – 0/10
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Pinner, Middlesex Virgin Media  
We were told we would get our broadband box over two weeks ago, and have called every day since with absolutely no progress being made. The customer service reps clearly did not write down what we had been saying, as they gave us the same reply and did not help at all. We finally cancelled our service without ever receiving the box, and would not recommend this service to anyone wishing to get good and reliable wifi.
Islington Virgin Media  
- TiVo is slow and menu structure is poor
- Broadband is extremely unreliable
- Speed is far from what is advertised 50% if you are lucky and it is working
- I suspect the router is plain poor and the root of many of my problems..
- customer service is as you’d expect however can’t do much beyond placate
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Newbury Virgin Media  
Not been with virgin for very long and it's been great I can't fault. Till I moved house and got told I wasn't able to have virgin at that property, hang on it's the same postcode and 5 doors down and still can't have Virgin? Meaning I had to cancel my contract with a nice cancellation bill! Thanks. The customer service however was dreadful it was the worst I have received in a long time. I was put on hold 2 times and had to give all my details again for the 3rd time? Now explain that Virgin? I was then expecting to be transferred to someone else and was on the phone for a extra 10 minutes or so with dead silence so I said hello and oh guess who answered the same guy! Nope wasn't being transferred maybe we got a bit confused but the fact I was left on the phone for that period of time was disgusting when he could have let me know to hang up as the conversation has ended. I will never become a virgin customer again and I will never recommend you guys to anyone if that is the service you provide to your customers.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Plymouth Virgin Media  
We decided to leave Virgin Media when they stopped two TV channels that we watch regularly and at the same time put the price up by £3.54 a month, making our payments exceed £100 a month. I found an alternative (local, and £50.00 a month cheaper) and phoned Virgin to cancel. It took them 35 minutes for a human being to answer, and another ten minutes for me to be connected to the correct person. The person I got must have got out of bed the wrong side. I informed her how long I had been waiting. She said she was not interested in that. She was rude and was as unhelpful as she could be. I stressed when I spoke to her that I wanted my telephone number ported over to my new provider.

My new internet provider contacted me to say that they couldn’t port my number over because I hadn’t told Virgin I wanted that done, despite the fact that I had made it crystal clear to the advisor that that was what I wanted. This necessitated another phone call and another 45-minute wait. The person I got this time assured me that my number would be ported over.

The next day I got an e-mail welcoming me to my new Virgin phone service. If it wasn’t so serious it would be laughable. Not wanting to have to wait another 45 minutes before speaking to an unhelpful telephone ‘advisor’, I wrote a letter. I got a fairly prompt reply assuring me that all was in hand. They stated that they had tried to contact me by phone. It turned out that three silent phone calls received and interpreted as nuisance calls were actually from them.

In a subsequent phone call, that wasn’t silent, I was assured that I would get a refund of £62.84 that was overpaid because my contract ended half way through a payment period. My contract ended on 25th August. It is now 5th October and I am still waiting.

The impression I get from this awful experience is that Virgin Media make it as difficult as possible to cancel their services. As a result, I have cancelled all other Virgin services I use, even Virgin Wines. There are plenty of other services I can use.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Stoke-on-Trent Virgin Media  
I’ve been a virgin media customer for over 20 years up until 3-4 years ago there service was good until I started have lag and interrupted service will after continuous calls I finally was told there is high utilisation in the area and should be fixed by January 2016.Well after upgrading my internet with virgin media from upto 70 gig to UPTO 200 gig in just a week I’ve had to contact them every other day with this totally rubbish service so I get an engineer come out just for this engineer to tell me that there is still a high utilisation and should be fixed by January 2019. None of this was told to me when the operator was signing me up to another 12 month contract please beware if you in the Northfield area of Birmingham as this isn’t just by myself it’s the total area
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
Birmingham Virgin Media  
Before I signed up with virgin media through Currys store I wished i'd looked online for reviews because I have regretted it till today. Biggest rip off all time they even changed my broadband package without informing me and charged my over £100 until I luckily received the email and rang them to sort it out. I had no option but to be stuck with them and now thank god I've only got till December left thank god because I will never EVER go or recommend them to anyone. Staff are useless and your on hold for over 10mins untill you decide to hang up once you fed up. I honestly hope they get exposed for their rip off deals. P.s if you try and cancel your broadband you will have to pay the remaining amount which aint worth it really. Good luck to everyone because I feel like I'm finishing my prison sentence with them
  • Speed
    3 stars
  • Reliability
    3 stars
London Virgin Media  
Ohh dear! Such a waste of money every month.. so often we have problems with channels and broadband.. they just keep sending someone to fix.. and they just adding extra plugs to go in socket to get something better probably they don’t know them selfs.. I’ve feel tired to call every month with some problem.. my channels stopped worked and they kind of fixed it by putting more cables into sockets.. that means more electricity to pay.. now my internet is not working so they coming to fix this problem too.. I mean pls people choose Different companies this one is too crappy.. besides to cancel contact I need to pay more than 100 pounds omg
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Selhurst Virgin Media  
I WILL KEEP IT SHORT.

1. They break their contract by putting up the monthly price and then charge for the privilege of leaving them.

2. There is no phone number on the website that I can find. When you do get their number the staff are rude and unhelpful. Expect a long wait.

3. Broadband speed is not what they advertise, far from it. As low a 5Mb/s

4. Tivo box is cumbersome and slow to navigate.

5. Broadband is not reliable especially at peak periods.

6. You pay a premium price for a poor product.

If you sign up with them you may live to regret it.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Nottingham Virgin Media  
We bought Virgin Media Broadband and immediately had to buy the booster pack because the connectivity was abysmal. After receiving the pack you have to call Virgin just to activate it (a bit unnecessary), it worked well for a about a week before I had to call their team again due to the booster not giving any internet. Their customer service is dreadful, it's like I called a random person that knew nothing about Virgin or their products. They have 'accidentally' hung up multiple times and I advise everyone to stay away from Virgin in the future.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Nottingham Virgin Media  
Every few months the wireless signal range reduces significantly for no reason. Despite numerous reboots of the router and phone calls to Virgin, the problem normally lasts for several days. This time (October 2018), it has lasted for three weeks... and counting!
I am a landlord with three properties all with Virgin Media and I am seriously considering changing provider.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Lincoln Virgin Media  
Sir sh. It Branson increased prices in two years, all his money should be used to saving the planet of plastics.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Nottingham 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  
OK so this is now a part two of three I guess, my first was a couple of days ago, and an engineer has come out since then.

Long story short, all was fine for 3 weeks, then for almost a week the system was working only at 12mbps anywhere really, then just literally minutes before the engineer slot was to happen, it jumped up to 80mbps in the living room (hub location) only.

It fell back to 12mbps. 2 hours later, the system again jumped up to 80mbps in the living room and a better but paltry 30mbps in the kitchen, twelve feet of open doors away.

Five minutes later, the engineer said he would be there in 5 minutes. I know, right?!

Engineer does his bit, discovers two faulty connections, and as a result of one the phone began working.

The eventual decision to change the hub box seemed moot, as it behaved in the same, better, but changeable fashion.

Here is the upshot of the visit:
- faulty phone connection sorted
- faulty/not fully plugged-in fibre connection pushed fully home
- wifi began behaving as follows:

Cyclical, seemed to go fast then slow in cycles of a few minutes. I began to think virgin had a special way of throttling, that did not choke the data speed to a fixed low level, but cycled it high/low for five minutes each.

Hitherto, I was able to treat power of wifi as inter-related with speed in mbps. IE if we had 4 arcs of wifi, your speed was good.

The virgin system is not like that. I have wifi boosted it to heck and back, and it still just permits 12mbps. this is too clever to be by accident - 12mbps just about permits HD video but of course the BBC iplayer, has dreadful and unusable lag at these speeds.

12 feet, and the signal has to take a left turn into our kitchen...dead. From 87mbps, to 68mbps in the lobby then 14mbps in the kitchen.

I find the entire matter confusing. I think, there IS throttling of some type occurring, BUT another component has become apparent - I need to make use of my old ASUS 68 router it seems, that I used to avert all the BT hub problems we had, for similar reasons.

Virgin in common with BT, seem to meddle regularly with their hubs/wifi units. So, in short, the advice is to get into your virgin hub (xxx.xxx.x.x address you can google it) use the password off the bottom of the hub unit, and set it to :

MODEM mode.

Now, the virgin unit does not do wifi. Now, you can use a decent unit to do that with, and ASUS certainly is an improvement. It has aerials and stuff.

So now, I will be able to deal with a known quantity, that won't update unless I make it, and the virgin unit just acts as a modem, not modem and router/hub.

Basically, someone else online has a video and all they did apart from the settings thing, making virgin box modem only, was take a rj-45 and cat 5e or 6 cable, from virgin box to asus router.

That's as far as my planning has got. Part three, will be when I have solved this, by actually implementing a solution of the type outlined above.

Setting the virgin hub to modem only, is by logging in to that xxx... address as above, then putting in the password on the bottom of the hub unit of virgin's, then it is in 'advanced' I think, or 'router' or something to set it to modem only.

Back later with results, I cannot fathom a company producing the most advanced infrastructure in the company then lumbering customers with a creaky under-powered microwave unit (that's what wifi is).

I also saw a guy advise on how to pump up the power of a BT hub to reach anywhere through walls galore, but my brother said ' You sleep right beside that hub don't you bro?'

I think he was implying my brain would get fried. I bought the ASUS and put tin foil behind it instead. Part three later then...
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    3 stars
west yorkshire Virgin Media  
Thieves putting price up by £4.00 constant crackly phone line, as others have said customer sevices a joke now lost £65 per month as leaving to go to sky laugh that of thieves
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
edinburgh Virgin Media  
Virgin has cable in our street so should be the fastest. However, my speeds have got slower and slower since signing up with them. They are about to raise their costs too. You have to threaten to leave before they will give you the best deals and even then, the speeds are not impressive, at just 11 Mb
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    5 stars
Bristol Virgin Media  
virgin media used to be great but now service is terrible ,trying to actually speak to someone is virtually impossible
  • Satisfaction
    2 stars
  • Speed
    3 stars
  • Reliability
    2 stars
glasgow Virgin Media  
Customer services is the biggest joke on the planet. If you could understand them it would help.Never listen to their customers. It is the only internet provider that insists on restarting the router every time there is a problem. Was told to move the router away from all other electrical devices and to have sitting in the middle of the floor of the room.
Speed when it works - a snail goes faster. Pen and paper and a stamp works faster.
Price increases at least once a year for a declining diabolical service.
More money, less speed.
Can only assume that the price increase are to now pay for the rebuilding of Branson's house after it was destroyed in the hurricane as well as his space project.
Also get rid of Usain Bolt off the TV and reduce our bills instead.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Banstead Virgin Media  
Service itself is awful;
- broad keeps disconnecting
- tv package is extortion and not worth it

Customer service is the worst;
- needed to call every month
- not helpful nor sympathetic
- they just want the payment and that's all they care about
- waiting time is atleast 30min for uselessness
- they don't make notes which makes it harder for me every time I call after
- they give incorrect information!!! Which then effects my time and money

Honestly, virgin have wasted my time and money this whole entire year and I would not recommend this to anyone and I can't wait until my contract finishes
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Dunstable Virgin Media  
Constantly raise prices and appalling customer service. If you want to spend hours on the phone on a regular basis -sign up to Virgin.
Avoid
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
London Virgin Media  
Tried to cancel my virgin after 10 years with you and your telling me I can’t becauae I forgot my password. And I give you my notice and your still telling me I can’t until new password has been sent. And you are continuing to charge me for a service what will be expired.. I’m seeking legal advice people should avoid this company at all costs
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Stoke Virgin Media  
BB line speed / WAN connection is very good but that doesn't mean so much when the wifi signal is so poor in adjacent rooms. Worst of all when they have an outage it takes days usually 2 or 3 , to fix. We have 2 or 3 long area outages per yr and in all cases it has taken 24 hours before they even send anyone out to look.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    1 star
Wandsworth Virgin Media  
Currently I cannot access my e-mails and Virgin Media's Contact us facility is futile and frustrating. I need to communicate with other parties and in some cases this inaccessibility is jeopardising my life but hey ho I'm just another stupid subscriber paying a premium price for an inadequate service.Time to change my Internet Service Provider not to mention phone and TV.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leeds Virgin Media  
Well, shucks, don't I wish I had read these reviews first.

This is the end of September 2018, and about two weeks ago we had our Virgin installation and for about ten days it was almost incident-free bar some restarts out of nowhere, and my 'ookla' speedtest app on the ipad recorded 70mbps.

That is the good news over.

The entire town has been ringing to the sound of two-stroke stone cutters as pavement after pavement has a slot dug and fibre cable laid. Now, I could carp and say as I am no longer full-time employed, this ruined the best summer weather-wise I can remember...but at 200mbps promised, it seemed churlish.

Now, two warnings arose as the salesman pressed us - one, he did keep saying 'megabytes' to describe the speed. It is rated in megabits per second or mbps for short.

Two, he was not actually all that keen to flog us the 200mbps, preferring to labour on about cost savings per month and the 100mbps package.

I will save you wondering why - when I called yesterday saying my 200mbps had dumped to 12mbps for the last 48 hours for no reason I could find, the obfuscation and lack of clear or helpful tech support came shining through.

I did have to be pretty rude at times to for example, not accept the techies view that it was important I wasn't in the same room - I explained it was ten feet and an open door.

He wouldn't shut up, motored on with a rapid wordage and accent that I could not figure at times. I literally had to let it all float over me and just say what needed said at the end. It was motormouth like sales patter is when it is flannel.

He said it was the hub needed settings changed. I was agape. 'Let me be clear, you want me to log into my hub and put the password in to make technical adjustments?!' I said absolutely gobsmacked.

Yup, he wanted me to start adjusting widths of channels for the wifi.

I stopped him. NO I said. The tv apps started to show a buffer circle, and then I went to the ipad app to check speeds on the line.

The tv is hardwired into the virgin kit by the engineer. It is all cables, I said. All together. It all worked and my app showed 70mbps until Wednesday midnight or so.

It has crunched since then.

I left BT because of incompetent technical support and installations botched. (They used an old alarm cable - no really - to put the 70mbps signal through. For the technical, it's got no shielding and it's only good for phone calls. I installed it pre-broadband FFS. It has no markings like cat 5 or cat 6 or cat V so the BT guy ought to have known. Upshot - 8 months of intermittent failure and changing parts in my PC until I found out what the muppet had done. Anyway....I fixed that, and we just had to tolerate the very average mbps thereafter.)

Back to Virgin...we have a tech appointment booked. Now, Rakesh on the phone, said it is a hub that needs replaced. I know this is unlikely. I say, Virgin have throttled us back after a ten-day honeymoon, and it's gone to heck since half the town switched to Virgin, following the outrageous promises and the summer installing.

I am an IT specialist. It's not the box, unless the box has an emergency backstop to go to 13mbps or so, which it has now defaulted to, because some part is fried.

Rakesh said initially it was an auto adjust patch of software that had failed to work properly, hence the manual attempt to make changes.

Blah blah.

Not happy...I can smell what's coming, I will not have 11 months of this before bailing. BT was better than this, even if it did take an ever-increasing sum of money and 18 months to get stable. Oh, plus I got a good ASUS hub with three aerials, and a piece of tin foil behind that, to magnify/focus the wifi forward - it works.

So here's the obvious rule emerging - it costs £1 per mbps to get broadband that's good, along with a phone line etc. per month.

We are on a 200mbps with Virgin and the best I saw was 70mbps for ten days. At half price of £34 per month - there you go, if it works, it is only 70mbps not 200 but that's good enough, and surprise, £1 per single mbps. BT ended up at about £67 per month for 40mbps to 73mbps.

They only came up once Virgin started digging and stone-cutting.

This broadband lying thing, is so commonplace, not even regulators expect or can enforce anything else.

The practical fix for us is to go back to BT and using the freeview channels on an ancient skybox and satellite dish.

My problem is even if Virgin fixed this on Monday, at the tech appointment, I have no confidence until ten days or so are up, and if it plunges, that will likely be it for me.

I don't want to argue all day with a tech guy I cannot understand. I don't believe they know what they are doing, and they seemed pretty able to fob-off. Were I less forceful or less knowledgeable, they might have told me it was ok, and signed me off when they tried to get me to watch the tv app and if it was ok, say all was good.

Unpleasant, patronising, circular, I just find this tiresome, this broadband baloney. I buy a car, I expect a 2 litre to be 1998cc at least. Don't sell me broadband quoting 200mbps, lie about the faults that arise, then try and make me wear the 5% of that service I get soon after install.

No, it won't do.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
West Yorkshire Virgin Media  
Phoned 3 times today.
1st time to get my virginmedia password re-issued as I couldn't get it sorted on line. I got a very helpful lady with an accent that makes me think she was not UK based. it took a while and she tried very hard to help and eventually she got it sorted, I think the problem was the system rather than her. try getting them on Webchat, I have for 2 days and got absolutely nothing, anyway we got there in the end.
The 2nd phone call was to query my bill, I got a man with a accent which again made me think he was not UK based and he repeatedly answered a different question to the 1 I was asking. He kept telling me no discount possible but I hadn't asked for a discount, I was querying my previous bills. He them proceeded to give me a postal address to send my correspondence to. When I asked for his manager, he said he didn't have one. I was starting to think he was being deliberately difficult so I thanked him for his time and hung up.
The 3rd time I phoned was to cancel my contract as the previous idiot had annoyed me that much (and I had a fairly good offer from SKY). I got a man with what I think was a Welsh accent, he couldn't have been more helpful or honest if he tried. He directed me to where I could resolve my billing query and made me a pretty good offer for renewing my contract.
The actual broadband is quite good if a little unstable at times. I have had terrible experiences with Both BT and Talk Talk before so all in, they are not the worst.
To Virgin media management, sort out your customer services. Cheap foreign call centers are not cost effective if they are losing you your customers.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Derry Virgin Media  
pretty mint. would buy again, top quality
blackpool Virgin Media  
Disgusted. Being charge for landline calls Ive never made, customer service cannot figure it so they keep transferring me. Customer Service are full of LIES!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leicester Virgin Media  
I'm giving it one star because of how ridiculous the customer service line is. You go through the menu system, then it says "Please check your equipment and call back if you're still experiencing problems."

I just went through the entire menu system and it didn't even put me through to an operator, just a message saying to check my equipment.

I always have to call twice because of this stupid system.

This is extremely unprofessional.

Also, my internet goes down frequently with Virgin and sometimes doesn't come back until hours or even a day or two later.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham Virgin Media  
More of a review of their after sales service department than a review of the broadband which, when it works, has generally worked well. The problem lies when it fails, which has become more frequent of late, and the resulting palaver of trying to get it fixed. Every time I ring up with a issue, I end up shouting at someone because they argue or ignore what I'm saying, or fob me off. Recently, they have resorted to lying as regards the whereabouts of a missing technician, who was due between 1 and 6pm, but turned up at 8.20pm when my missus had gone to bed and the kids where doing their homework. Needless to say, the visit was declined. I accrued one and a half hours on hold on the phone after 6pm, just trying to find out where the tech was, without success. If they can't even locate their tech, without upsetting a customer, then how are going to deal with a real fault?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
St. Helens Virgin Media  
I'm trying since 10 days to talk with one of the staff of virgin media and I'm asking him to help me to find out a broadband for my house, everytime I call him he says to me 'I'll call you back tomorrow" but he never calls me back!! Very bad customer service!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham Virgin Media  
Worst costumer service advisories, no help I signed up to a 55 pound contact and with no notice they told me my bill is now £191.90 nothing but excuses on the phone no help at all told me I can have free view channels for £67.40 a month this is a disgrace !!
Liverpool Virgin Media  
AWFUL!! avoid at all costs!!!!!!!!!

AWFUL avoid at all costs!!!!!!!!!! Can never get an advisor on the phone unless you hold for 30 minutes. Web chat is poor wasted an hour trying to answer my query and complaints team were useless just advises to speak to customer services. No options on the website to cancel subscription services in fact the website is built to prevent cancellations. Constant problems with the internet sometimes your informed about disruptions more than often not and again there's no advisor to speak to or any compensation offered.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Essex Virgin Media  
This is based on Broadband only. Very poor customer service (call centres based in the Far East); the reps are helpful, though sometimes difficult to make yourself understood, its mainly the process and irritation of (finally) getting through to someone. Speed and reliability are generally ok, though bills keep going up with little or no improvement to service.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Cheltenham Virgin Media  
I signed for 200 speed but never get it enginer visit it 2 time but still very bad speed very disappointed
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
W5 2ej Virgin Media  
The staff of Virgin Media were supercilious, patronising and entirely unhelpful.
Virgin Media cancelled my direct debit without informing me. I was not late on payments, I did not have a bounced payment and neither I nor my bank cancelled it. They ultimately accepted that they had cancelled the direct debit.
Then they levied late payment charges on me because I missed a bill payment, and said they would not cancel it as I have a responsibility to check all my bills and ensure the direct debits go out on time. I explained that no one has time to check every bill and confirm it against direct debits, in the same way that no one has time to read every term and condition before they sign up to anything. He agreed but still refused to cancel the late charges.
If anyone had told me they were cancelling the direct debit (in any form of communication) I would have set up a new one.
They have no idea how to retain customer goodwill. This ie explained by their 0.7/10 rating on TrustPilot.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
100mb fibre optic broadband and just three iPhones still slow. Need to keep restarting router or change settings to boost up speed. Every year they put up the price whilst the speed is low.... decided to leave as previous Sky normal broadband was better than virgin fibre optic.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Slough Virgin Media  
I wanted to convert provider because the internet was poor and they keep on adding price on the internet bill.
They wouldn’t let me change ,cutting me off when I’m trying to explain why I want to conver and kept on giving me deals for “better” and more expensive broadband deals that probably will not make a difference, if not make the problem even worse.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Birmingham Virgin Media  
I’ve had virgin media for over 1 year now. I was getting intermittent problem now and then but never really paid attention. BUT for over 2 weeks now internet hasn’t been working at all. Everytime we call virgin media they gave told us it will work tomorrow. Everyday for over 2 weeks we’ve been promised that it will work tomorrow. We’ve had enough so now we have cancelled our internet with them. Even so we have to give 1 month notice for what? No internet. Vigirn media haa been very disappointing! I would not recommend virgin media to anyone!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Basingstoke Virgin Media  
Appalling Customer Service, Slow broadband speeds, Could not care less attitude. Over priced.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
lower piddle Virgin Media  
Only had it a week or so keeps freezing ,to look for a Chanel you want to watch you have to scan past loads you can not get l wish l had not left my last provider,
  • Satisfaction
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Walsall Virgin Media  
3 years of my own money with virgin and my family have been using them as our isp for about 7 years prior so you can call me a "loyal customer".

Here are the packages i've been using with virgin for my uni households and family house over the last three years and a little opinion of each

100mbs package-6 household: unreliable even when all of my roommates where out of the property. top speeds were great, too bad they only occurred once in a blue moon.

200mbs package-5 household: Somehow even slower than the previous package even when using a powerline or access point.

50mbs package-3 household (family house) Somehow better than the other 2 at first then just devolved into digital diarrhoea making literally any competitive game unplayable.

Me and my roommate when with virgin again because they've "gave us a deal" but they managed to create an entirely separate account for my upgrade. this meant when it came to actually activating my account I was on the phone for 2 hours being passed around to 5 different people with the last guy being particularly unhelpful about the situation. they said they would put in a support ticket and make a note of this on my bill but nothings happened with this. I'm hoping I can move into my new house on wednesday and just play a game of csgo without having everyone twitch around like a bunch of epileptics on speed going through a wormhole, but I have little hope.

I've been beyond patient with this company and this is the will be the final contract for my student household and my family. eat a blue waffle virgin

Sincerely. Fran x
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Gateshead Virgin Media  
If this was reliable then it would be fantastic 200mb BUT ! and it is a massive BUT ! virgin reliability is worse than utter and total incompetence. They do not care about existing and even new customers they can not cope yet still take on new customers and at peak time our service can drop to 20mb and today it reached a new low of under 2mb YES non fibre can be quicker shame on Virgin media get a grip and honour the contracts you enter with customers they are legally binding for you as well
Do I recommend virgin media broadband NOT AT PRESENT TILL THEY CHANGE AND THIS MEANS A LOT OF TOP MANAGEMENT NEED TO BE REPLACED
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
manchester Virgin Media  
Frequently the download speed is quite high (but still around half of what is promised). However, the service very frequently has significant lag or short time out, making my authenticated logins for work drop out. As another review wrote on here, I would rather have half the speed and reliability. On some occasions the download speed very slow or none existent. For instance, the whole of this weekend download speeds were between 0 and 8MB/s. More worryingly, while the service was so poor, the Virgin Media site reported that there were no service problems in our area!
I have terminated my contract and gone elsewhere
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
ASHTEAD Virgin Media  
Constant drop connection if you are a gamer or like to stream vids or netflix keep away good speed but unreliable service you will keep getting disconnected go with a more reliable service over speed. When I had issues please see how the handled it(it's terrible). The technical team is not trained to handle calls I had some on walk away from their phones and not tell me they are going to put me on hold, I had someone blatant lie to me about they cannot make outbound calls when the previous guy called me back, I had someone even hang up on me as I was expressing my frustrations which made it worse. I eventually got an engineer to come around a week later to only be told that there is a fault on the line and I have to wait another month to get internet. When I finally called to terminate the service the guy I was speaking kept trying to sell me things instead of trying to get my service up and running faster. Dealing with this issue has been absolutely unbearable.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    1 star
London Virgin Media  
Had for one year. Never to my knowledge lost connection. Overseas call centres a little harder to plow through as they read from a script but always get there in the end. Haven't tried to leave. Just had a price increase as been with them over 12months. Going to try and ring and get is discounted down for loyalty. Only have broadband so not too expenseive
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Colchester Virgin Media  
I live in area 21, our Internet has been intermittently down for 6 months (yes... SIX MONTHS!). There has been an snr issue for over 6 months that virgin has failed to resolve. They have given fake estimated times of resolution which are never met, month after month we are assured that the Internet will be resolved by a given date. After that date, the Internet still drops. We receive drops outs of over 10 hours (the longest was 16 hours). The customer service is horrendous, they don't even (at minimum) call the people affected to even attempt to explain the matter. It's a whole post code that is affected yet that isn't a priority (the level of priority of P4. P1 is the highest level of priority, up to p6 I believe)

We are not given even compensation for the utter inconvenience of over half a year of intermittent Internet. They just reimburse us for the time the Internet was down. If I go to a shop and buy something, or pay for a service and that service isn't acceptable, at bare minimum you are reimbursed with what you should have gotten, plus atleast store credit, ATLEAST. Virgin, with their horrendous customer service, have said they can only pay back the money for the down time. (to put that into perspective, if you pay 30 pounds a month for Internet, if your Internet is down for 24 hours, so one whole day, regardless of you having to eat I to your minutes calling them, then they put you in a queue and bounce you around for an hour, regardless of you having to use your own Internet, run out, purchase more Internet, regardless of the inconvenience that it caused if your whole family (a family of 5 in the house, all who use Internet) having to spend extra money in this fashion, regardless of deadlines you need to meet, research you need to do, personal things you want to watch online, coursework that needs to be completed, jobs that need to be applied to, YOU GET £1 BACK!! ONE POUND. For all of your troubles, you get a pound back. It's outrageous.

You may question why we are still with virgin, it's because we have been promised time and time again that by a certain date the Internet will be fine and we will receive no issues after that. This has happened 4/5 times. It's disgusting, and virgin have not even reached a hand out in apology.

This is not the only issue. Although it is a major issue, they are also deceivers. Treacherous liars. They called us a few months back saying we needed to change our contract we had with them, threw a bunch of big fancy words at us and said our contract is ending and we need to change our to another, more expensive contract. We're not that dumb. We said we know our contract and we had no specific time frame to keep to. We had the proof to show that, and we didn't pay into a new contract. The next bill of ours went from £40 ish pounds to £50-£60!! So we called them, explained the issue, they apologised and reduced our bill to £10 less than our original bill (to £30). It's outrageous that such an issue would occur.

Moreover, their customer service are so pretentious. I work in IT, I'm a second line engineer, I know my stuff. So when I call, I will speak to the customer service as I would speak to my own colleagues (specifically and precisely, using IT terms the layman may not understand). The customer service team, almost every time I call, as I speak they cut me off, they raise their voice over mine, they don't listen to me and continue talking as if what I'm mentioning makes no difference, at times they would speak rudely once they realise I'm not budging and will say my piece.

We have changed our router roughly 4 times. Virgin insisted the issue we faced (almost 7 months ago) was due to our router. After the 2nd time, we realised that this is a bigger issue than just our router. We mentioned to virgin that there is a bigger issue, to which they replied that they cannot do anything further than changing our router and checking the cables unless others in the area call up that their Internet is also down. One of the technicians came (quite fortunately) at the time of the Internet being down. He sat there confused as to why it was down. He plugged in another router "just in case" and we waited... Still no Internet. He was confused and said he's not sure what the issue is. A few months later they said there was an SNR issue (single noise reduction issue. Which is basically a faulty wire that sends data back up to the router in the back of everything and causes the problems I mentioned). So now that they know the issue, the fix is simple yet tedious. Find the wire if they hired me, ran me through things and gave me the equipment, I'd do it myself! But they can't even find the root cause of the issue, all these months later, nothing.

If a person wants an Internet service provider, don't go to virgin. Their amazing speed that they have means nothing whatsoever if you can't make use of it

P.s... My Internet right now is down

My area reference is 21 and my account number is 666078401
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    1 star
LONDON Virgin Media  
Similar to the other reviews recently submitted, Virgin Media's broadband service has been intermittent. Initially the service was fine and quite decent. However since the spring of 2018 it has been experiencing complete outages. During the entire month of June it was not functional. As per many reviews their customer service is indeed appalling. I have moved to Zen Internet and hope their service is better.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
London Virgin Media  
DO NOT GET VIRGIN MEDIA! IT'S GARBAGE! I am paying for 200mb/s download speed and I'm getting 30mb/s and one day it was0.9mb/s so I called them and they fixed it for one day only. they lie to you, it works perfectly fine for the first 3 months but then the speed slowly decreases. It's a scam! DO NOT GET VIRGIN MEDIA ANY OTHER BROADBAND WOULD BE BETTER THAN THIS!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
High Wycombe Virgin Media  
Truly awful. Struggling to get a connection as I write this. Engineer was in and out in 5 mins and didn't bother to check the strength of the connection throughout the 1 bed flat. Phoned and spoke to an advisor who said they "couldn't guarentee wifi" but if we paid another £3 per month they would send us a booster out. Farce of a company!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Glasgow Virgin Media  
I have been with virgin for years and just renewed my contract. I phoned back a week later to have a boy with attitude in his voice he handed me over to another woman the reason I phoned wasbecause my tv services were not working correctly. I thought I was in my right to ask for a new box because my one is 3 years old. I got told no. I got told I can buy a new one. I believe why should I buy one from them when I’m finished with virgin they take/ask for them to be sent back anyway and also I just renewed my contract. So I asked to cancel my contract because still in the 14 days free cancellation time. They tried to charge me £170 something for leaving them. I told them no I’m within the free cancellation time. They realised I was right. If I didn’t bring this up would they have charged me? I would have stayed with virgin if only they gave me a new tv box. Shame on them I will use someone else now
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
i would give 0 stars if possible its been almost a year ive been getting rubbish internet on speed test it gives a maximum 20mbps when im paying for 150 and when i call them for a day or 2 they fix it and then it becomes rubbish again right now i just checked and its 5mbps. i guess im stupid for staying with them so i decided to look for new internet provider and when i find one im defently leaving this one.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
bromley Virgin Media  
Been with Virgin Media for several years. Normally decent speed. No issues until recently when line failed suddenly. The customer service I have received has been awful, resulting in me raising a formal complaint which Virgin Media even failed to respond to within the promised timescales.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Southampton Virgin Media  
We have been with Virgin for a few years and they have ripped us off, adding things we didn't use (eg more speed than we ever wanted or needed), then increasing our bill without any choice within a few months! They have charged an arm and a leg for phonecalls, and not told us about better tariffs, even when their marketing guys phoned us and we asked if they could improve things. I am a customer who usually stays loyal to a company but this time I can't wait to change to someone more reputable!
  • Speed
    5 stars
  • Reliability
    5 stars
derby Virgin Media  
I ordered (or should I say tried to order) a phone via virgin media. It was for the Samsung galaxy s9+ and a 3 year contract. They cancelled my order without telling me and without giving me a valid explanation as to why they cancelled. I have phoned up more times than I can say, being passed around from pillar to post and not one of their workers has been able to help me. I was told I would be contacted but no I have not been contacted. So keep your damn phone. I will take my business elsewhere. Your customer service is abysmal beyond belief. Please also get people that speak better English on your phone lines.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Portsmouth Virgin Media  
I am 'lucky' enough to have only one other household on my branch so my mbs download speed is fantastic. However: I often online game and regularly have timeouts which cause the game to lag briefly. This is often not noticable for most apps but utterly ruins online gaming. I would rather have a slower but consistent connection.

Their customer Service is appalling. The call centre staff have very little knowledge of the services being provided or the hardware. One guy kept repeating steps i should take to improve my wireless connection even though I kept reminding him I wasn't using wireless but ethernet cable! They are hopeless, and follow a script that seems to be designed to deflect any blame from their service and apportion it to your hardware.

Their broadband speeds are fast but not solid. If you are an online gamer, avoid
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    1 star
Cheltenham Virgin Media  
If I could select zero I would. I am a new customer in London and I have honestly never experienced such poor customer service (and I have loved in several developing countries where internet is much harder to come by!). The unprofessional behaviour included outright lying— saying, twice, that they were coming within 15 minutes but never turning up, then the customer service people calling us to ask if anyone came but later claiming the reason the Technicians didn’t come because we gave them the wrong phone number! How is that even possible! And what company blamed their mistake on the customer?). I missed a day or work and spent hours on the phone and all I got was “we are very sorry but we can’t come to you for another week”. Very frustrating. I am looking for a new provider before even starting.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Highbury Virgin Media  
very very bad company , i have 200 MBPS , and its giving me 0.62 MBPS on speed test, its been like that for 3 F***** weeks , and what ..
when u call for service they'll tell you that we know the issue , so try to fix it you stupid dinguses , very disappointed and looking forward to change service
Oldbury Birmingham Virgin Media  
Rubbish!
I switched from sky to virgin media and its absolute rubbish, its not a very stable network wifi is always off and on and not that long ago we were with no wifi for 3 days! not worth the money!
  • Satisfaction
    2 stars
Virgin Media  
Had date arranged to leave next month after many years as the cost was too high and £32 OFFER on phone/broadband was only for new customers ,so I SENT E MAIL TO CEO and was pleasantly surprised to get a phone call from virgin offering loyalty discount at £32per month for 18 months. might be worth an email for others in the same boat ,I was polite pointed out how long I had been with them,and that friends and family were of a similar opinion and were also looking to find another supplier ,good luck
gt,harwood Virgin Media  
Worst provider I have ever used. Customer service is appalling. Started by Virgin Media contractors visiting the property we had not moved into to lay the cable without our knowledge or consent, after we agreed to starting the contract with them after are move in date, putting our house purchase in jepeordy. Tried to make a compliant and was put through to various different departments and repeated my story to multiple personnel, non of whom understood what the issue was, which I think is a deliberate ploy to deflect the issue and make you exhausted and give up. When we moved in we were promised that we would keep our previous phone number being given a temporary number, and then are original number from are previous provider, this was fine for approximately two weeks. This number was then taken away and changed with no notification from Vigin and we were allocated a new number, finding out by trying to phone home and the line being dead.. Phoning customer services again and after several phone calls and being on hold for several hours, I eventually after repeating my story on x5 occasion to different people, was told I would have to keep the newly allocated number with no apology, and they blamed the previous provider..I now a few weeks on from this cannot access my billing information online and am dreading contacting the customer services again as I know they will not resolve the issue. Please please avoid Vigin Media, they will promise the world from their UK based sales team. But trying to get any support or any degree of reasonable or honest customer service from this company is impossible.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Leicester Virgin Media  
Worst company ever.
Equipment is not delivered, finally get it two weeks later and it doesn't work.
they recommend online chat, doesn't work.
Need to reset the internet every day as it is rubbish.
Just phoned to sort fault out, after 15 minutes and being on hold, the Indian guy said I will transfer you to technical support, I ask who he is, billing. Oh my god, I can't describe how unbelievably useless, incompetent and rubbish they are.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Essex Virgin Media  
Broadband slow and flakey, dipping out frequently. Customer service even worse than the broadband itself. Can't get hold of anyone. Online chat usually unavailable, phone takes hours to get through and then you get cut off. Poorest service I have ever experienced. Cancellation is in the post.
  • Satisfaction
    2 stars
  • Speed
    2 stars
Gloucester Virgin Media  
complete rubbish can't say a nice word right now 5 days already out of internet
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
London Harrow Virgin Media  
Poor customer service from day one and now have been on hold for 20 minutes to cancel this sad service!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Ealing, London Virgin Media  
My internet has been down for 7 days, my neighbors also has virgin, and thier internet is working, but Virgin refuses to come out to check my internet connection because apperantly there is also a faulty in the area.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Harrow Virgin Media  
Be aware of the last Virgin Media extortion scam when moving provider!

I'm a Virgin costumer for some years , but as the prices keep rising and rising , I had to look for another provider. I choose a new provider last week. My package with Virgin is the "Player Bundle " with a cost of £45 monthly . NO EXIT FEES !

Yesterday, I received from Virgin Media , this email upgrading my package.

I immediately call the costumer service to cancel my services. After waiting 15mn and another 15 of silly verification they told me that I couldn't cancel ! I'd to call again after the 18th of Septembre date when my services will be moved to the other provider!

Today I called the costumer service again, and manage to cancel my Virgin account after the 9th of October, BUT, I've to pay for the unrequested service upgrade ( 68.38£ on the 17th of September) plus the £45 of the actual service ! As you can see on the email transcription .

This is absolutely unacceptable ! I hope there's someone o can help me to avoid this extortion scam ,

Hi Jose,

Thanks for making those changes to your Virgin Media package. You won't need to sign a new contract.
Quick recap of what you now enjoy:
Your new package now includes:
Mix TV
We've removed:
Player TV (M) - Telephone Line Rental - Talk Weekends - Premium Rate Barring - Free Voicemail
Here's how your changes take effect:
Service changes were made to your account on 26th September 2018
These changes will take effect* from 26th September 2018
Your next bill will be £45.00✝ and will be created as normal on 17th September 2018
The following bill will be £68.38✝ and include all credits and adjustments based on when the changes took effect, this is due 17th October 2018
Your new monthly bundle cost thereafter is: £54.11✝.
We've attached a receipt will full details of your new package, plus all the details of costs. If you have any questions about your bill, please visit My Virgin Media.

Kind regards,

The Virgin Media team
* A 30 day notice period is required. You will notice the service change after this period.
✝ Just to let you know, this cost doesn't include any call or Pay per view costs. It doesn't include any outstanding balance, payment handling or paper bill fees either. Just your monthly bundle cost.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol Virgin Media  
Werry bad conection ,speed Max 3 mbs .Not more Virgin Media
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Peterborough Virgin Media  
Unreliable, the service drops every few hours for 5-10 minutes while the modem resets. The help desk (when you can get through to them ) just fob you off with nonsense and when you escallate to management they just do the same. When the engineers turn up, they know the virgin network is unstable and are powerless to fix it. This company clearly isn't interested in customer service and just want to take your money for nothing. The worst customer service from any company I have ever experienced.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
London Virgin Media  
Internet is constantly terrible keeps dropping out. I pay for 200mb and can barley watch Netflix most of the time I end up using my phone's internet. Tested today a few times and ranged between 0.03- 10mb pathetic considering I pay for 20times the fastest speed it's delivering. I spoke to the useless tech team what a waste of time ( unplug everything reset the router check the connections I've done all this several times) then a service engineer comes round bungles his way through the the same as I've already done then tells me he will drop me off a new router as doesn't have one in the van. Never returned contact virgin media again explain this nothing done . Contact again "you'll have to speak to the tech team" and the cycle continues. I pay for a service and get nothing will not be renewing my contract. It looks like I'm not alone as pretty much everyone I speak to says their virgin internet is the same.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wolverhampton Virgin Media  
AVOID AVOID AVOID!!!
Awful customer service. Impossible to cancel even when out of contract.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
London Virgin Media  
Signed up with them the salesman promised virgin would pay the cancellation fee from talk talk just phone them he said tried calling premium line no answer called salesman he just hung up can't even get in touch with virgin to cancel total con rip off merchants customer service non existent worst company I have ever dealt with AVOID like the plague
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wilsden Virgin Media  
I pay top whack for 100mbs as advertised and 'promised by VIRGIN MEDIA. I do not get even 30% of the 100 mbs, and have not received anywhere near100mbs since the contract began. I sometimes have a blackout with broadband. If I phone 150 I am responded with automated service. I am told to put the phone down and wait a few minutes and try my broadband again. If there is no change, then to phone again.....Remarkably I am then back online, BUT my speed has remained as slow as ever 30% of my 100mbs paid for. This has become a regular occurrence. I know the best thing to do is change service provider, as VIRGIN MEDIA has gone down hill ( to the bottom of the pit ) It will not be long that I will change providers if the treat their long standing customers like this. I shall give them a little more time to pull up their socks, and then they will see the result of their inactions
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Gloucester, England, UK Virgin Media  
The only thing am going to say is, I will not be renewing my contract when it's up. Stick with sky and BT.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    3 stars
Londonderry Virgin Media  
It's fine when it works, with good speed, but reliability is awful. It goes down for hours at least once a month - and as I work from home that's incredibly disruptive. Will not renew.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    1 star
London Virgin Media  
Virgin is the worst company I’ve ever come in to contact with they should be wearing masks the way they rip people off is atrocious my broadband hasn’t worked properly for the last 5 months we got it installed 5 months ago nothings been done to fix it or resolve the problem all you get from the customer service team is we’re sorry we’re sorry but no action is ever made to resolve the issue avoid this company like the plague all they will do is rob you of your money and totally disregard any wrong doing on their behalf can’t stress enough how bad this company is
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Essex Virgin Media  
The basic product is fine - good even. So this maybe should rate three stars.

But the customer service and ability to communicate with Virgin Media is atrocious. They hide behind the web site and help lines where you can wait 20-30 minutes, promised call backs do not happen, email receipts to electronic communications are received but then no follow up.

The premise seems to be if they make it SO difficult for you to complain you will go away. Sorry, that is not the way an ethical company should operate.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Hampton Virgin Media  
Two hours wasted on Virgin Media customer service line and I do this regularly on monthly basis becuase of silly billing issue that they still aren’t fixing after all of these hours on the phone. Add to this the careless attitude of their customer service representatives. This is how fun it is to be with Virgin Media!
  • Satisfaction
    1 star
  • Customer Service
    1 star
Virgin Media  
COULD NOT BE MORE HORRIBLE IF THEY WERE ACTIVELY TRYING WITH ALL THEIR POWER!
I do not know where to start:
- I waited (literally- I have screenshots for anyone interested) 2hr to get any customer service
- The internet was super slow
- The internet did not have sufficient range requiring a Wifi booster we had to pay for in a 2bdr, 1bath apartment! (btw even after the wifi booster the internet has still terrible speed and connectivity)
- The most incompetent people and customer service- never could you get anything fixed or done
STAY AWAY!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Great when it works. Reliability is a problem though. Creeping price rises for the unwary
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Flitwick Virgin Media  
The worse customer service and not o my. Frauds and liers! Not to be trusted in any case! totally irresponsible!
I used them the first time in my old address having a very good offer that I really didn't want to lose. I moved temporarily in new address and not to lose this offer till I get my permanent house I kept paying them the bill. One day I got a call from them that the new tenant of my old address would like to have virgin and for that I would have to cancel my contract.And of course it was up to me. However they assured me that the same contract could be moved to my new address nevertheless. 3 months later I called them to ask the activation to my new address only to find out that I had to do that within 30 days and that now I had to pay 35 a month from 18 for the same services!!!! No matter how much I was trying to get this right they simple didn't care.
A while ago, almost two years from that incident my wife decided to go back to virgin due it was the only fibre in our area. She settled up an account on my name at August 26th through webchat. At the 28th we got our equipment but the sockets didn't much the previous provider.
I had a 5 hours and 11 minutes communication with virgin, spoke to 13 different people!!!!!! including managers (6 from customer service, 1 from sales and 6 from technicians) only to find out that they couldn't find my account. And in fact the last One, a tech manager (after 5 hours on the phone!!!!!!) told me that sometimes it takes 48 hours for the account to be activated and he promised me that he will call me when it does, latest the 30th.
Today September 3rd, and of course nobody called me. I went to a virgin store where they still cannot find me, although i got a letter that my direct debit has been setted up!!!
From the store they gave another number to call, which I did, and when finally spoke to them after another 20+ minutes of waiting, they transferred me to another department which after 20 more minutes of waiting they just hung up on me!
These Virgin guys are amazingly big liers and all they care is how to grab your money, even for services they won't provide, which basically is stealing!!!!!!!
Of course not even a word for refund or any form of compensation so far...
AVOID VIRGIN IN ANY COST!
  • Satisfaction
    1 star
  • Customer Service
    1 star
WALLSEND Virgin Media  
Attention Avoid Virgin

Very bad experience from day one joining Virgin 
My first installation don't go ahead due to bad cable installation on the phone for hours then New contract My second installation don't go ahead coz cable non bean instilled inginer left no curtesy call from Virgin bean 3 weeks since my first installation date then I wrote to them with complain letter no answer at all then after my second installation date Virgin mail me 3 contract to sign to I phoned then to cancel my activation coz I loose trust in Virgin they will come and connect my services with a third installation. 
Very Very bad experience bad costumer service can't get nothing right after I cancel my installation date I riceve call from Virgin where I did write my complain was so confident for them call me as soon as I cancel my installation saying sorry you left us we can offer you nothing but only 20 £ after all mess they did rubbish
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
I have contract for more then 7 mounths , VIVID 350 fibre broadband ,but always have around 100Mb.When the contract expire i will move to another provider.I`m verry disapointed.
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    2 stars
  • Reliability
    4 stars
london Virgin Media  
Terrible customer service. Spending hours on the phone with no real outcome.
Same with virgin mobile.
Only plus point with them is decent speed for Wifi.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Bristol Virgin Media  
Atrocious service. Broadband can be fast, but falls far short of the promises they make. Their internet speed test is flawed (all other clearly show their service is poor whereas theirs miraculously is fine). Internet is unreliable, at times cuts out. When internet does cut out, customer service is unreliable.
  • Satisfaction
    2 stars
  • Speed
    3 stars
Gloucester Virgin Media  
Still have an 'open' account entry but haven't been with them since 2012. Tried contacting them but unbearable call queues.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
London Virgin Media  
As a loyal customer from 2007 i made the mistake of asking to have my media package to be reduced given i no longer required their XL tv package and my telephone line cancelled ( i have two virgin mobiles) . the total cost of my package is 74.50 with internet broadband and an extra tv box for another room 7.50 . After repeated failed attempts to contact Virgin by phone, I opted to use the live chat where i was offered a reduced package of 60.50 , basic tv , no landline , extra box and broadband . Sorry Virgin , but no thanks, when i can get a new contract else where for 18 months at half that price which meets all my requirements , and if i decide to stay after the contract ends, it is still well lower than the one Virgin offers . The part that really made my mind up, i could not get through to their, i wont to leave department , and went through virgin mobile who connected me , serious folks, Loyalty means nothing to these people ! and an awful time consuming experience with their customer service ......
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
North East Virgin Media  
I was happy customer for about 5 months, until I needed to change address. Before that internet was fine, very fast, but quite often there were moments of crash. Week or two before moving home I contacted with them, and gave all details, unfortunately there was no cable and socket at the property, so engineer needed to come. They supposed to connect me at 25th July, but day before that date I've got information that there's some problem with cable on the street, which need to be exchanged and we need to wait 2 weeks. Ok, we understood, waited until 8th August. Day before that date I got a call, they can't do this, but they will connect us at 18th. I was angry, but what could I do? Later again day before installation I got a call that they found some blockade that they need to deal with, and they'll connect us at 31st.. Got really angry, after few harsh words I heard that they put us on priority list, when asked about discount we heard, that they can't do anything, but we will be connected soon. To make sure that we're finally going to have Internet I asked TalkTalk to connect us as well. Two days before virgin supposed to connect us.. Guess what, I got a call! Again saying that they can't do this on time, and we need to wait until 12th September! That was really bad joke. I said thank you, I want to cancel my appointment and finish agreement. Then the man tried to keep me and told me I may get some discount on broadband.. They are really funny.. Next day engineer from talktalk came and in two hours get us Internet. The people in customer services are terrible, always some Indian or Pakistani speaking in way that I need to ask them several times to repeat and barely understand anyway.. Also I know that virgin every half year like to rise prices, because that's how they treat my mother. She's also going to leave them. Maybe when people go away they will do something with this. I'm very disappointed customer.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    2 stars
West midlands Virgin Media  
Spend 98% of my time trying to get online. Despite paying 50 pounds just for broadband don’t use landline and don’t have tv. I would try to get another service provider but need internet access which isn’t going to happen with these cowboys stay in hawiaii rich b you prob have a star service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Stafford Virgin Media  
Trying get to Virgin on behalf of my elderly mum. Waited 50 mins on phone only to be transferred another dept. Been waiting further 3p mins so far. This co is not fit for purpose. Everyone I know who has been with Virgin all report same bad experience with customer service.
Ealing Virgin Media  
I have had to call virgin media upteen times over the past few weeks to change an address. They have continued to use an incorrect address sending all my mail there and services such as hubs and technicians. Every time I have been on the line holding for over 1.5 hours quite often 2 hours - this is no exageration. I have been holding for approximately 12 - 15 hours in total and the problem of changing the address is still not solved. Again no exaggeration. Every time Im told the address has been changed - until a technician doesnt turn up or something similar. Its a complete and utter joke. The teams dont liaise with each other and send you around in circles and if they dont want to liaise with you they just hang up. They promise to call back but dont. And the same basic thing has to be explained again and again....holding as I write this so far 49minutes - I have spoken to 2 people 1 from cancellations and one from removals all I want is an email I was promised 3 days ago to give me my new account details. (ps I am meant to be at work!). If you dont use virgin media already - use a smaller company that might be able to offer better customer care.
London Virgin Media  
Terrible service all around. I switch from Talk Talk to Virgin and its jut nightmare. So much things went wrong. I could not connect my smart home devices, wifi printer. They want me to pay extra to make my wifi printer to work with Virgin wifi )) Then I had problem when I reboot router all my device will lose connection and I need to type manually password on ALL my wifi devises in order to get connected. Every week we a had bad connection problem and we need to call then, then call again. Its jut not worth time you are westing on broadband! I dont have time for these calls and fixing problem! I want it working!
  • Customer Service
    2 stars
  • Speed
    2 stars
Nuneaton Virgin Media  
Very disappointed with Virgin's level of service. We placed an order for Virgin broadband with an activation date of 2 weeks away. This was already a long time without internet from moving into the property, but this is standard so wasn't a problem. I then had to find out for myself, by calling for an update, that the order hadn't gone ahead because the previous tenants hadn't cancelled their account. Firstly I don't see how this is our problem, but secondly, no one bothered to contact us to tell us there was an issue. After twice being promised a call back (which never happened), and after them saying they would see what they could do to meet our original activation date, they merely placed a new order with an activation date a FURTHER 2 weeks away and essentially denied the original order even existed. I told them how unhappy I was with having to wait 1 month for our internet to be activated but they refused to do anything to help.
Very frustrated and disappointed.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Bristol Virgin Media  
Virgin arrived 2 weeks ago and installed broadband and TV.
The engineer assured me that their ‘burial’ team would arrive the same day to tidy the cables and conduit which had been left on the surface obstructing our pathway.
Download speeds were around 24MBs, a far cry from the 200MBs i signed up for! After several calls later a supervisor arrived and advised that wrong cable had been installed and promised remedial action. 2 days later i lost all broadband and TV and was advised the cable from home was broken and needed replacing. Despite chasing, i have been without internet or TV for over a week. i even contacted Virgin’s CEO Tom Mockridge but his assistant advised he cannot deal with my complaint personally
Absolutely appalling service - nobody at Virgin seems to give a damn
Do not be taken in by the promise of high speed downloads—-You’ll be sorry!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Pinner Virgin Media  
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    1 star
Blackburn Virgin Media  
The broadband speed is good but the customer service and organisation structure is rubbish, there is no way that you can speak to someone to solve your problem and there is normally a long queue for your call to be answered. They have the online chat feature on the website for fun as it is never available! I had this problem with them before when i did a three months trial and moved to Sky but had to come back to them as their broadband speed was too good for the price they were offering and now i do really regret it!

On top of that, looks like the customer service is a one man team based in india that need to put me on hold to find out that "they work until 10:30 UK time!".
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Cambridge Virgin Media  
They put their prices up all the time we’ve been i with them for years they get you trapped in a contract then up their prices I can’t get to speak to any body go to sky
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Port Talbot Virgin Media  
We moved onto a new estate 5 years ago and Virgin offered high speed broadband and could install faster than the provider we were with. For the first 3 years service was good never had any real issues however the last 2 years we had to reboot the internet nearly every morning and couldn’t connect our divices at certain times. In July of this year, they cut us off for 5 days and we were fobbed off with scripted replies, but Virgin gave us a whole 7.50 for the inconvenience, what a joke! And again this month August, we have been without service for a week and still no end insight. The customer service is appalling. Phone them - might get an answer in 30 minutes or they cut you off. Webchat? Nope doesn’t work, oh and no email address you can use- welcome back to the postal service if you want to log a complaint . If you thinking of going with Virgin, don’t they don’t actually care about their customers. Have never had such bad service. We had BT years ago and left them due to charging us for fixing a fault on their line, but at least their service worked ! Have left Virgin media and gone for Sky instead ( our previous supplier) never had issues with them only swapped out as I needed a broadband ASAP as I work from home
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Bracknell , Berkshire Virgin Media  
I find your service disgusting, I wanted to become a virgin media customer I applied and my order went though and they gave me a date for this to be fitted I waited in all day for a no show, I then contacted virgin media for them to tell me I had to pay an upfront cost even tho it’s stated FREE then to be told that it was due to my credit check I wasn’t aware of this happening and wasn’t notified so I waited in for nothing, I then exsplained this to one of the oparaters! It’s fauls advertising it should state FREE upfront cost prior to credit check, I then exsplined id go somewhere else and she tried to push other deals on me, that was the deal I wanted and wasn’t aware of the credit check and wasn’t aware id have to pay an up front cost, yous didn’t keep me updated on my order really not happy I think you should state things more clearly and keep your customers up to date in future!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Glasgow Virgin Media  
Customer 'service' - I've never known such a level of incompetence in my life. I'm STILL trying to get myself registered as the primary account holder a fortnight after I took over my son's connection when he moved out. After jumping through numerous hoops on the phone to actually talk to somebody, I ended up talking to a human automaton at a call centre god-knows-where. I couldn't understand a word they were saying, and vice-versa, and eventually all they succeeded in doing was changing my contact email address. After complaining to Virgin Media on Twitter, they suggested I contact the online chat help team. And guess what? The 'online chat team are unavailable, please try again later'. And have been sodding 'unavailable' since Monday (it's now Wednesday!) So I got onto VM via Twitter again, and they've given me the call centre number again! I've replied in no uncertain terms that I will NOT be signing and sending back the contract in the post until this disgrace is sorted. And I've given them until Monday to do so, or it's goodbye from me.
Just as a matter of interest, I wonder if they actually read any of these reviews? If they do, they probably don't really care as long as the money continues to roll in.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    4 stars
Rugeley Virgin Media  
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
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
Blackpool Virgin Media  
To anyone considering going with Virgin Media for their landline and broadband - PLEASE AVOID AT ALL COST! Their services are shockingly bad and every time you try to get hold of them they just brush you aside and give you some random excuses that doesn’t resolve the issue long term. They increase your bill on the sly and after attempting to call them 5 times and being on hold for 20+ mins, they cut you off! I’ve tried to message them on web chat and on social media and rather than telling you straight off that you can only cancel by phone, they pretend to listen to your query and after 30 minutes of wasted time they tell you that this i