Virgin Media Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Virgin Media.

Recent Customer Ratings for Virgin Media

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

Based on 11952 customer ratings since 2018-04-19 (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.

2976 Customer Reviews for Virgin Media

Reviewer Location Reviewing Date Ratings
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 is something they can’t help you with! So over 3 hours in total of trying to get your account cancelled but you get nowhere! I’m having to write a complaint letter to them and ofCom and even then I think I’m going to get a brush off from them. This is on top of my internet gradually getting slower and slower every month until you have to rely on your 4G to get by. Their broadband speed is very unreliable - sometimes you feel like you’re getting great speed but it this isn’t very often. SAVE YOUR MONEY AND GO ELSEWHERE!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Kent Virgin Media  
absolutely fuming, sold us a broadband and tv package (have contract in writing), after broadband was installed (poor signal and generally unreliable) waited in several times for engineer to install tv box, then told we did not have this package, very poor performance/signal/customer service, told us multiple lies from the outset. Avoid these cowboys at all costs!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Newark Virgin Media  
Had virgin broadband installed 2 years ago, very quick, very straightforward, but then it should be as the virgin coax was already in the flat! Service is largely as advertised, no issues, no problems, however, price has now crept up way too high, phoned up to cancel as it appears no other options are available, gave up after half hour on line, spoke to one person who put me through to the endless squeaky music. Have gone on line and requested a router return package, and I guess I will have to try the Virgin Media shop in Southampton, really need them to accept my notice that I no longer need their services. Quite why they think it is a good idea to make cancelling a service almost impossible is beyond me, idiot customer relations, you will never keep customers if you treat them badly and overcharge..... Up to today, I had no serious gripe with Virgin, but now, they mail me to tell me they are increasing my monthly cost, but that's it, brick wall.... could never recommend a company that treats customers with so much indifference.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
Southampton Virgin Media  
Hi Virgin, I am very disappointed in your customer service team. As the chat helpline has been down for the past week, I have had to wait to speak to someone for over 20 minutes each time. - having had to call three times. Lastly, the last person I spoke to, Sunny knows little of customer service. He did not hear my request, repeated the same things and interrupted me as I spoke to him. He also refused to let me speak to a supervisor. I told him I no longer had time to speak to him, and asked if I could receive a phone call back at a later time to finish with my request and he said no. Like always, your company is quick to respond to a sales request but terrible after sign up.
London Virgin Media  
Terrible. Expensive.intermittent abd slow broadband connection for years and now no connection at all for 2 weeks. Failure to maintain or test the local cable network. impossible to talk to anyone even if you file a complaint.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leeds Virgin Media  
Broadband is medium speed, especially wifi at home is often very slow. Additionally, chose BT sport initially as i wanted to watch premium league, as it did not show all matches Virgin media customer service advised to get the more expensive pack Sky sport as they show all premium league matches. Today when 4 matches were playing NOTHING, not even 1 match was shown on the any sky channel. Complaint about misinformation given by agent and cancelled package immediately.
deceiving information given about packages.
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Thamesmead. SE London Virgin Media  
Recently upgraded to v6 box. Had loads of issues with it that eventually got resolved. Broadband keeps dying. Not the router but the feed from the street. Numerous engineers come to fix it. Works for a whole then dies again have to wait another week for them to come and fix it. Never ever gives full speed or anywhere near it.
Phone line hasn’t worked for 9 months.
Customer support is a joke. Absolute waste of time. And the only way I can contact them is from my mobile as the phone does not work.
Virgin. Great products, useless service. Invest more money in people and less on technology. Virgin on the ridiculous. Have cancelled my account. Hope I get better results from sky.
Surrey Virgin Media  
The broadband and the tv hasn't been working for over 5 days now and there has been no help from the customer service apart from falsely guaranteeing that the problem will be fixed by x date.

When you call them, sometimes it is connected to India and sometimes to somewhere in UK and no one is willing to take responsibility for what the other have said. There is no form of accountability and the response time is appalling. Now I need to wait further 4 days for the technician to come and solve my problem.

Having to wait over a week just to get the services (TV and internet) that I have paid for in this day and era is shocking!

When you ask to terminate the services- I am told that I will be charged for the remaining months of my contract which I feel in this situation is wholly idotic so it's through their own fault that I am having to take this action. The only grounds of termination I am permitted is, as I was told when I called them, if I had 3 faults within a month (there is no limit to the length of the fault- it could be from few hours or couple of days). So that fact that services hasnt worked for over a week this month should have been suitable grounds for termination but it wasn't to be.

Would not recommend.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
London Virgin Media  
I will only say this. You can NOT trust them. They will say one thing and then do another and If you dispute that they will lay to you! Really disappointed with that company and will not recommend it to my worst enemy. Guys on the phone tells you what you want to hear but they don't do what they promised you over the phone, then when you call them and ask to listen to the conversation with agent that you had on previous occasion they say they can't so why they are warning you that the conversations are being recorded if they cannot access them. Misseling products all the time and raising the prices during you contract. Seriously if you can avoid them. They are better and cheaper internet/tv providers that them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Edinburgh Virgin Media  
I pay for 200 mbps but I only get 35-50 mbps. Reported many times. Two days ago spent 2 hours on the phone. It was disaster, 3 different "technicians" tested the problem, unsuccessfully. Tech support are guys with problems to understand basic windows settings and totally useless when talking about network structure. Only advice was connect-disconnect and reset router. Virgin Media offers 350 mbps in my area but they are not able provide 50 mbps.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Houghton Regis Virgin Media  
The problem is with the old router and high cost after end of initial deal. Do not recommend.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Edinburgh Virgin Media  
Virgin Media's boradband is fairly reliable but unless you're willing for them to put the price up by £3 three times a year, forget it!
Fed up, I tried calling to cancel the contract after receiving yet another one of these price increases only to be kept on hold for 35 minutes. Then they simply just disconnected the call. Terrible customer service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Berkshire Virgin Media  
Forever having issues after issues after issues with virgin media. We have random days where the WiFi doesn’t work at all and during the night it barely ever works. Inconvenience after inconvenience to the extent I have to go use WiFi at others some days.
When it is working, it works completely fine but the inconveniences that come with it, it’s not worth it at alll
Customer service takes very long to get through.
I would highly not recommend getting virgin installed.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    2 stars
West Yorkshire Virgin Media  
The absolute WORST broadband , I pay for 350 mbps but I only get 70 mbps with pings that shoot up to 300MS They sent 4 "technicians" over a period of 3 month because I was constantly calling to get some help NOTHING was solved and the customer service is absolute trash they barely understand english and all they do is say "The only thing I can do is send a tech" the tech arrives at your house which let's be honest they seem like drug addicts that haven't showered but wear a "virgin media" jacket they will ask what's the problem and eventually come to the conclusion that they can't do anything and their boss will call you except.... NO ONE EVER CALLS. AVOID AT ALL COST.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
UK Virgin Media  
The speed was alright, but it constantly stopped working, as in the internet would always cut off. I had BT for a year and it was faster and was very reliable, I will be switching back soon enough.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    1 star
Virgin Media  
There's a broadband failure or outage once every month, so each month you lose an entire day... nuts. And it takes ages to get any of the customer care agents on the phone to find out what are the issues.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
London Virgin Media  
Received a router and within a week of setting it up the Wi-Fi had stopped working. I called up and it took 3 and a half weeks for any process to be made with each phone call going over a hour. Being transferred between departments countless times. I suggested they send me a new router due to a Mac number complication and they said they would.... and never did so I called back had to go through the problems all again, swear they just don't make notes on the account or somthing and finally they agreed to send me a new router.
Now I have the new router it works lovely. But all the hassel and stress could have been avoided if only they actually listened to me when I first called.
Wi-Fi quality itself it great but the customer service was terrible and I will not be going with virgin media again.
  • Satisfaction
    2 stars
  • Speed
    5 stars
  • Reliability
    3 stars
Virgin Media  
when it is working broadband is fine, but it is not reliable, I use it for home business, telephoning to customer services is extremely bad, minimum waiting time is 30 minutes,and they can log you out easily , last five months i have been phoning and asking for a VAT bill, they said all sorts of, you have to ask the government to provide you a Vat receipt,,,I believe it is wasted time and energy. Phone system is not reliable at all. simple things are extremely difficult with this company. I shall leave them and never come back again. Some operators can be very rude too.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Kent Virgin Media  
Virgin media have gone right down hill. Pay extra for V6 box but the minute you lose internet connection you lose your tv channels. On demand service is atrocious with 7 day catchup instead of 28 days and customer service is ridiculous. Nobody speaks English. Broadband speed used to be okay but for the past year it has been rediculous. IV complained so many times to customer service about these things and they are not helpful at all. We don't get compensated for loss of connection. You would think the V6 box would be more updated for the price we pay. Daylight robbery this is. I'm starting to really despise them
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Newcastle upon tyne Virgin Media  
Terrible service, absent costuomer service. when you call them plan to be on the phone for hours being passed on from one person to another; when you book a technician be prepared to take time off work numerous times and no one will turn up or notify you that they will not turn up. If you ask them to lay cables outside be prepared to not be asked where it will go as it will be laid where they like to lay thm hanging on thin wires, unsafe especially for children and elderly perfect for trip hazards, nailed to your house, and a massive roll of cable. Of course for this they turn up with no warning... So we have been for years with no working phone line, for weeks without internet, then we are told that we cannot disconnect unless we give 30 days notice, but just to find out that we already are disconnected on the same phone call. NO I would not recomend having to deal with Vigin media
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Romford Virgin Media  
Broadband is good until they keep adding £3 to your monthly bill every few months. When you want to contact them you want to leave they don't answer the phone and automatically cut you off after 20 mins. I called at 8:48pm plenty of time before their service ends at 10pm. I was cut off after being on hold for 20 mins THREE times,overall on hold for an hour and not getting to speak to anyone. It's funny how easy they answer calls for new customers but a different story for existing customers. Very poor quality of service.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Manchester Virgin Media  
Been with virgin for a few years, ive been meaning to change for a while as my kids are complaining about internet connection. However recently they lost some channels, that u can get on free veiw, i stuck with them, thought they would make it up some how, they have! they have increased the prices for their poor service! At this point things could have been sorted out, maybe with a discount or refund...not after waiting 38 mins for them to answer the phone, then for them to hang up when i went to look for a bill...5 mins tops! Lets have a company that does a fixed price, good customer service and doesnt take its customers for granted...im going, dont get it they take your good money with no effort in return....Regards Martin
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
preston Virgin Media  
Rubbish.
Everything in my place running on virgin has a problem. When I took my phone to repair to another venue the wifi connected immediately (at home I could not connect or load it at all) and it started working. There eas np probem with my phone.
We have contacted them regarding the tv as well and have been told that the tv has a problem. Just fed up!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
If you are unlucky enough to only have Virgin Media servicing you area you then you have my sympathy. I've been stuck with them for 16 years and frankly its been awful. The companies only incentive is making money. They do not care about service, which is intermittent, they just refund £1 per day that it goes wrong. The poorly trained customer services in India are rude and you will wait 40 minutes to be told by a robot what you already know. I can't wait to be in an area with an alternative broadband supplier. Woeful! Makes me annoyed to see their logo and even thinking different about Usain Bolt now!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Requested a move from one property to another. In my understanding, the switch should happen "flat" - broadband should be disconnected on the date of move in old place and conneted in new. But they disconnected all services in the old place 24 hrs before moving date. When I called, they said - I requested this. What?????!!! They said that it is not possible to add one more day - "it will take 72 hrs to enable services again". Outstanding rubbish. Beware.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Reading Virgin Media  
Hi to everyone one,

2 weeks ago I requested a call back from Virginia midia because I need a new broadband for my new flat, they said it takes 2 weeks for the installation and in the same day all will be set up and ready to go, so I agreed then in 2 days time some one came to the flat and we discussed about where to run the wires and all the details, so my wife asked her manager that she needs to be off on the day of installation and Virgin media was calling and texting every day for they make sure someone is gonna be home on the day of installation and we always confirmed that all is good, any way the installation date is on the 21st , today is the 20th I got a call from virgin media says we won't be able to come and get u the service set up because we got problems with the installers, my wife lost a day work for nothing (110£ ) witch is not the main problem, now we are struggling and searching for another provider and will have to wait another 2 weeks and keep top up our phones data to have rubbish internet because of virgin media , was a big mistake, not recommended at all,
  • Satisfaction
    1 star
60c central roar Virgin Media  
For many years we had a terrible internet connection. A promised 100mb never happened. In fact we were lucky to actually have it. And when we did it was around 9 18mb.

When I cancelled my contract, they carried on taking money out from my account even after I'd left them, which meant I paid for August and September – I left in July. They owed me £93 but informed me that they would ‘very generously’ reimburse me £32. They are the most expensive and the worst internet connection I've had the misfortune to come across. DON'T TOUCH THEM. We get better internet connection in Norfolk with TalkTalk.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Maidenhead Virgin Media  
Absolutely terrible. The first year of our broadband service was fine, no problems, went down a few times but that’s to be expected. The past 9 months though have been a nightmare. Service goes down almost daily. Made so many calls, they book an engineer, always for a few days time and then magically the internet comes back on the day before the engineer is due and they cancel the appointment. Then the whole cycle starts again, intermittent service to the point of no internet at all, we call, the enigineer gets booked, the day before the internet comes back on and the appointment gets cancelled. Had to fight to get any sort of refund but they insist the internet is working when it’s not. Terrible customer service. Can’t wait until our contract ends.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Been with Virgin media just 3 months. Every month I have had to call them as they are billing me £34 when it should be £29. Every month been told they are sorry and it will not happen following month! Takes on average 30 minutes to get through on phone. Waste of time!
Was with TalkTalk before and had no problems at all. Wish I never changed, will be leaving when contact is up!!!!!!!
  • Speed
    4 stars
  • Reliability
    4 stars
South Glos Virgin Media  
Internet worked well for just over 2 years before we ran into our recent trouble. Only when things go wrong do you realise how incompetent Virgin media are.
I’ve currently been 3.5 weeks without internet. First issue was getting conflicting messages as to whether they knew there was an issue. Online service checker said it was fine, but automated phone call recognised an issue. Although it recognised an issue, it gave no eta of fix. Found it very difficult to get through to a human to discuss the issue. Most services are automated. Twitter team offer zero practical help, just generic bile. When you do get through to a person it’s an call centre where the staff have no access to in-depth network problems. Just the same old reset the router nonsense. Calling the problem intermittent, it’s not intermittent, it was completely out! Only when threatening to cancel, do you get to speak to someone who knows what they are talking about, which takes on average 45 minutes on hold to get through. The cancellation team are able to give an estimated fix date, but they have given me 2 dates now, both of which have been and gone. They claim the issue is only affecting a handful of houses, probably the reason they have no urgency to fix it. And just to round it off, got a letter through the post today saying the monthly bill is going up from October.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Horley, Surrey Virgin Media  
Virgin Media is by far the most atrocious internet provider I have ever had the misfortune to suffer. At the moment we lose our internet connection on average once every 3 days. The only explanation ever given is ' We are improving our lines to give our customers a faster connection'. Unfortunately they have been saying that for about a year now , no faster connection, no improvement. To top it all off, their customer service is the most unhelpful and rude I have come across. The only advice they have ever given is turn it off and on again. We have twice now requested a technician to come out and look at our cables and our device and both times Virgin has cancelled the visit saying its no longer needed.
  • Speed
    1 star
London Virgin Media  
Customer service not the best in the world,would benefit from uk and ireland call centres.got full house tv,talk weekends and top broadband (350mbps) although actual speed is appx 380mbps d/l and appx 23mbps u/l for £54 a month,if u can haggle with em u will get a good deal.
  • Satisfaction
    5 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Leeds Virgin Media  
Do not join Virgin Media! They are rude, unhelpful and their service is unreliable.

We have not had broadband for 11 days now and there is no resolution in sight.

We try to get updates on when it will be up and running and they just say they're a major fault with the cable in the area and their engineers are working on it. It's ridiculous. They do not offer us any compensation for the inconvenience or for the fact that we have been forced to buy extra data on our mobiles which is expeditiously expensive.

No broadband means no TV on Demand do we are paying for half a TV service too.

Unless we complain that do not even attempt to refund you for three days with out service even though there aware of the fact they're charging you for a service you're not receiving.

Many of our home's appliances run off wifi, our home alarm, sump pump alarm, doorr bell you name a few. It's not on!

We are trapped with Virgin in a contract for 12 months. We are continuously having problems with their services. They even have an automated voice message when you call their phone line apologising for the fault in your area - more lies as sometimes there isn't a fault, sometimes they've just over charged us or put fees on which we are told would not be applied. I hate to think how many customers get ripped off because they do not have time to go through their bill and just trust trust that they're being charged correctly.

Please choose another company. One that values their customers and one that provides a service and doesn't just charge for it even when it's down half the time.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
The customer service is the worst I’ve ever experienced. It takes ages to get through and then the connection goes, no one understands the issues we receive and the same issues pop up all the time!!
We must call customer service every other month!
We cannot change providers as it’s the only strong internet connection we can get in the area.

The only customer service adviser who has helped and took time with us is Steve Williams.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Rochdale, Manchester Virgin Media  
This isn’t bad broadband, but try to cancel and you’re in for a whole load of pain.

My house flooded, can’t live there anymore, but that doesn’t seem to be a good enough reason to want to cancel.

I won’t be choose Virgin for my next Broadband supplier.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Crawley Virgin Media  
Rang virgin today as my land line is not working engineer coming on Tuesday fine. Wanted to query my bill going up by £2 something a month was told as my 12 month contract e d's next month this is the reason a d from September it will be £43 per month instead of £33 so told them to put me through to cancellation as I am not prepared to pay this for rubbish internet so woman said it will take 2 or 3 minutes after 8 minutes it cut off so I rang back to speak to cancellations and was told they can't deal with me as their systems have gone down so can I call back in a few hours so I said can someone call me back as all in all I have just spent over 45 minutes on the phone which I have to pay for to which the planks reply was no I have to many other people go call . I think this says it all customer no care is what they should rename it
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Mitcham junction Virgin Media  
Richard, Shame on you.
Lighting Bolt, thumb down for you.
I signed up 12 monthes broadband CONTRACT with Virgin Media. They hiked £8 a month after 6 monthes for moving my taklk plan to TALK MORE which I never asked for. I certainly do not want to talk more with their customer care team who DO NOT CARE.
No one would be happy like this. I called Virgin Media 150 customer CARE Team. It took me few days and cost me couple hours instead of few minutes.
firstly key in some numbers to get to the right department, then stay in the queue about 10 minutes hopelessly listening their music until heard a human voice.
I had to terminate the phone calls after half an hour due to going to work. I called again on MY DAY OFF.
The customer CARE team only wants more monthly payment(pay for Richard's private island). they changed tone when I demand to speak to their maneger after the LONG STRESSFUL conversation.
Virgin media is a dishonest company,
Leave as soon as you can.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Manchester Virgin Media  
"Really awful, unhelpful and disrespectful customer service.

Once Virgin has you forget ever getting help. You'll sit on hold, then get put through to someone reading a script who generally displays no interest in actually doing more than reading the script. Heaven forbid you should ask them a question out of order or that can't be answered on the script. On top of that they are condescending and dismissive on more occasions than not.

Never mind that the services won't work or require extra steps on your part that they don’t tell you. That’s on you to figure you, because clearly Virgin isn't going to help. Really regretting signing up with Virgin. I’m pretty much paying for them to treat me like crap. No service would be better than service with Virgin at this point."

Not a thing has gone well with setting up service with Virgin Media, Virgin Mobile, or Virgin Money. I have what services I have at all due to pure personal determination rather than actual service or help from Virgin employees. All around it’s been a completely horrible experience across the board."
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Dundee Virgin Media  
Only been with Virgin for a couple of months, terrible system, terrible service, customer service is a total waste of time.
Dumping Virgin and going back to Sky, 30% cheaper as well.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
London Virgin Media  
it's been 5th call to get in touch with human on customer service, Rude person attended kind of talking nasty behind. I want to cancel but it is becoming impossible to speak or make any contact with them.
Bills were not same as per contract either.
TV is not at all good unless you want to spend £100 plus monthly.
Broadband was good most of the time for our usage And it wasnt super good to wow you.
Last 12 months I had no land phone active to make or revive call And still paying,
Overall terrible virgin experience to continue And cancelling is most difficult because you can't find anyone nor you can get call back.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Beckenham Virgin Media  
Absolute garbage broadband reliability. My hub arrow is yellow and off at least twice a month, and it stays off for days at a time, the call centres are abroad and no one understands a darn word you say I have to keep saying pardon or they don't understand me. Very rude abrupt staff on the phones, what's more, I can't leave as the cable they install is completely different from the cables other networks provide so that means any other company I may use will charge installation fees costing over fifty quid! Terrible company and I wish I hadn't been young and stupid when I signed the contract with VM. Avoid!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Halton Virgin Media  
Terrible service, Been trying to call for two days, left hanging on for up to 15 minutes then phone goes dead. Emailed CEO's office who got back to say they would sort out ASAP but nothing yet. Their prices are ridiculous and just want to discuss so I can either leave or get a better price. Not sure what I can do- feel like cancelling my payment and letting them chase me.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
London Virgin Media  
My son is moving out on Saturday, and the broadband account was in his name, but we decided to change the account to my name as he wouldn't be taking it with him. He contacted Virgin, who sent the relevant forms. We filled them out and I received the new e-contract which I signed and returned. Great - or so I thought. I've now found that when I sign into the Virgin site I'm only a secondary account holder, giving me only limited access to certain functions, and not allowing me to sign into the My Virgin Media app as I'm not the 'primary account holder'. So I phoned them. Well what a waste of time that was. After over an hour on the phone, speaking to somebody I could barely understand - and she became increasingly ratty because I couldn't understand half of what she was saying, as well as me having to repeat myself - all they have achieved is changing my contact email address. I'm still a 'secondary account holder' with limited access, and still can't sign into the app. Pathetic. But as long as the money keeps rolling in, they really don't care. Shocking customer service - if I performed like that, I'd be out of my job tomorrow. Plusnet beckons.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    4 stars
Rugeley Virgin Media  
Awful, awful, awful. In less than 8 weeks with these jokers service has gone down twice.

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

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

Do not go with these clowns.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Farnborough Virgin Media  
Starting to think Virgin are literally the most cancerous service on the planet. Signed up for what I assumed was 12 months of internet and WiFi access. Turns out I signed up for a ‘fibre optic’ potato incapable of reaching within a 10m radius. Not to mention the fact the internet itself must be run by one hamster in a wheel at virgin HQ. Every time a mouse dies from exhaustion the internet dies for 12 hours a day (that’s roughly one death every few days btw). I don’t know where all these ‘awards’ they’ve been winning have come from. Assuming they just ordered a sticker book from China and stuck lots of gold stars on their packaging. 1 million % changing next year
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Virgin Media was once known for its Best Customer Services and the speed which is no longer there, the customer services is gone down the drain completely, I use Broadband for home and Office and really getting frustrating with the poor services day by day.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
London Virgin Media  
Worst customer service ever. After being put on hold for an hour, the person who finally answered the phone demanded a number 3 times that I hadn't been given. I asked him to ask me a different question and he responded by telling me to make myself a cup of tea and chill out, implying that I should ring back later and hold for another hour before he could be bothered to talk to me!
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    5 stars
Leeds Virgin Media  
We have been with Virgin for 23 years, since they were called Cabletel and then NTL. We had problems with our phone last December they seemed unable to fix this. Call centre staff were hopeless, one said he had fixed it from his end, he hadn't. Engineers came out made no difference, a manager tried to call me couldn't get through on the phone LOL. Had an appointment cancelled because the phone had apparently been (FIXED). I was talking to somebody at Virgin on my mobile he was checking something, my wife was telling me what was on T.V. over Xmas he decided to take my reply to her as a threat to him and hung up. Eventually they fixed this in their own time.A few weeks ago the broadband went down an engineer came out said he had fixed it he hadn't, another week went by another engineer came out found it was a connection problem and said this should of been the first thing the other engineer checked. Now the phone has gone off again, I am told on their site an engineer is coming out and it will be fixed by a certain time that time comes and goes and we get another time. This company should change its name to Brian Rix & Co. You will have to be over 45 to get that.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Guildford Virgin Media  
I moved to a new house and because the previous owners were using virgin media i decieded to do the same .... biggest mistake in my life . I pay 60gbp a month for what is supposed to be the best internet there is and i have to tell you never in my life i saw such a rubbish internet connection is losing signel every few minutes not to mention i can lod a single video or movie online had to wait for hours on top of that i cant connect to internet on first floor its ridicilious .... i wanted to cancel but they told me i had to pay 240 gbp for cancellation fee which is ridicilious when they cant provide the sercice i sign for ... now i ended whith expensive rubbish internet for 8 more months crazy i tell you .... Never go to virgin media worst provider in uk . On top of that they said they will send technitions but no one ever came .
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol Virgin Media  
on their website they happily say 'you can go up or down' when you have too much data or too little. This isn't true. You can go up when it suits them and they may offer you to go down but only by changing contract which is hassle and not easy like they say. Yet they have changed mid contract without making it clear to me that they were doing that. They are nice on the phone but don't solve anything really. It's a shame because the actual coverage is good and when you do sort out the problems it works. But they don't sort problems to suit the customer, only to suit their computer systems and therefore lose custom. But I don't think they care because they are only interested in big contracts.
northern ireland Virgin Media  
I have been in a household with Virgin broadband for over 5 years, most of which was in the outskirts of London. It seems that after 6 months or so they like to have fun and just start giving you garbage broadband, huge packet loss and that's if you're lucky to get anything. The customer service is long and gruelling as well very little help becauseit takes 5 or 6 long haulled phone calls of them telling you its fixed over and over until it actually is. This is until 6 months later you start to get the same issues, I used to geuinely think that it was a curse to my family name but it seems everyone has the same fundamental issues. All in all they trap you in for a year with high speeds which you get for a short period of time but ultimately end up having time wasted and being screwed over, so do not use Virgin media.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
Exeter and Surrey London Virgin Media  
Beware of their scam when you call up to leave as they will ask why as they will try to offer you a too good to be true discount for 6 months, say they will confirm the offer in an email but they have done is enter you into another 12 month contract which if you try to leave after 6 months they will charge you an exit fee of £200.
I find it strange when throughout your time at Virgin whenever you call up with technical problems you get put through to some place in the Philippines or Singapore but when you select the option to leave you get put through to the articulate British sounding clever dick who blames you for not reading your emails that do differ from the sales schpiel that was used to lure you into another contract. I was always lead to believe a contract was something you verified or signed. I checked my email and could not find it and they said I am at fault if I deleted it.
So warning to you all if you want to leave then leave do not accept any offers as they are hidden extended contracts. The service is terrible
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
Croydon Virgin Media  
What a shambolic company. On top of all the hidden fees, the lies and deceit fed to you by their staff (not to mention their horrific incompetence and appalling communication skills), virgin media is, without a doubt, one of the worst companies I have ever had the displeasure of interacting with. Let us not ignore their ridiculous waiting times to get an engineer sent out where required to set up the internet in the first place. Once they can eventually be bothered to set it up, its temperamental, unreliable nature makes you wonder why you even bothered.

I understand that in many areas (including my new area), virgin media is the only broadband choice. But given a half-decent alternative, I strongly advise you avoid Virgin.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
London Virgin Media  
Good broadband speed, occasional disconnections resolved by going to sleep, restarting the very old router or just waiting. Nothing major anyway. However, what majored without any shame is the bill, paying £43 for using exclusively the broadband (SuperFibre 50). No respect for current customers (so common among IPSs...) being with them for over 4 years. I hate changing every 12-18 months but it seems that this is what they want although I can't comprehend what do they gain. I simply want a reliable broadband for a decent fixed price. Why is that hard? :(
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Birmingham Virgin Media  
Good broadband speed, occasional disconnections resolved by going to sleep, restarting the very old router or just waiting. Nothing major anyway. However, what majored without any shame is the bill, paying £43 for using exclusively the broadband (SuperFibre 50). No respect for current customers (so common among IPSs...) being with them for over 4 years. I hate changing every 12-18 months but it seems that this is what they want although I can't comprehend what do they gain. I simply want a reliable broadband for a decent fixed price. Why is that hard? :(
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Birmingham Virgin Media  
Really terrible customer service, they rolled a 12 month contract over to a second year without permission or informing us they were going to do so. Following this they finally agreed to disconnect the service and then proceeded to continue charging after the disconnection date. They must train the people on the phone lines to be intimidating!
  • Speed
    2 stars
  • Reliability
    2 stars
Nottingham Virgin Media  
Charging my £40 a month for the 200mbs Package, Line keeps going down and at the moment my speedTest only shows 12MB. The line is very unreliable. Not even a discount offered. I want to leave but I can't till my contract is finished. REALLY BAD SERVICE
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
West London Virgin Media  
Awful broadband, been out (or “intermittent” as they keep telling me) for about 3 weeks now. Not enough signal to refresh a web page any further than about 5 metres from the router. Fobbed off daily with excuses and lies about it being fixed. Already spent over £50 on data this month which they have refused to pay for. Not the first time this has happened either, broadband was out for roughly 6 weeks a year or so ago. Absolutely shocking (lack of) service. Please, please, please do not use Virgin Media.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
Leeds Virgin Media  
Paying £79 plus land line in advance. No income since April so tried to cancel and just have broad band. THey would not let me ! I was transferred to 3 different people who ignored my request and kept trying to sell me a different package. Eventually the 3rd person said I could have the same package that I have for £29 a month. Leaving the phone off the hook as it’s only scammers who use it and freeview because it’s a better picture, and android box.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Redhill surrey Virgin Media  
Absolutely crap, phone line goes down, crap internet speed and customer service on phone is outstandingly rude
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Selva Virgin Media  
Well having a business account with this shambles of a company the customer service is shocking,We moved to this company some 4 years ago and one has to say all is fine when working,but when things go wrong it is a complete shambles being put through to a number of different teams.Virgin upgraded our account and then decided to cut off our business lines and not transfer to the new account.Complete and utter shambles avoid.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Bristol Virgin Media  
Appalling customer service. To get through the automated phone service and speak to a human being when there is a problem is almost impossible. When trying to explain a horrible situation that had occurred today when my husband called a number that turned out to be a scam, the call centre worker could barely grasp English, then had the cheek to say "let me explain to you dear". When I told her that it is not acceptable to call a customer "dear" in this context, and asked for her name, she terminated the call!! Thank you Virgin, I will now take my money elsewhere.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
Surrey Virgin Media  
Absolutely awful customer service ... arranged to have virgin media installed - date given, other providers cancel- engineer turns up - VM in street but can’t connect to house for at least 6-8 qeeeks although no guarantees. Very sorry - manager will call me to explain next steps / options. No call from manager so I rang them as my service was due to stop that day. Finally got through to an installation manager (after many calls and holding forever) - no empathy, did not appear to care too much that they had misled me, suggested I take out a rolling (non discounted ) contract with BT to cover the period of no service, although he did not know how long this would be !! Then stated I could complain but no e mail address - only postal. Needless to say contract cancelled. E mail complaint to CEO ... about a week later telephone call from complaints team who frankly was only calling because I had complained to CEO - did not really address my issues over misleading advertising and inconvenience due to their errors but did want to tell me how difficult it was to get permission to dig up the road and how Govt policy needed to change - not sure I can influence either of those. Seemed more interested in ticking to say he had spoken to the customer than in being genuinely interested in the issue I was raising. After wasting my time for 15 minutes I informed him to close the complaint and not darken my door again. I genuinely felt that the company was paying lip service only to customer concerns and I would strongly advise people to be very wary of dealing with this company. Perhaps if they spent less on advertising and more on delivering the service they promise, things may improve??
  • Satisfaction
    1 star
  • Customer Service
    1 star
Lancaster Virgin Media  
We moved to Virgin media from BT as they we selling a faster package at lower cost, or in theory. Well on at least 2 out of four weekend Netflix and Amazon Prime are buffering when you watch any movie and often just drop out due to poor bandwidth.

When we ring up they are only interested in selling more things, it's a joke, trying to sell move movies and sky sport when they can't even get the basics working.

Then finally without any notice they take the system down for maintenance in the middle of the day. I regret going with them and will be leaving at the earliest opportunity, it's advertised as fast but somehow on the 'slow' broadband before I never ever got buffering.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Fleet Virgin Media  
The Internet speed is good, but if you ever play online games, do not get this broadband. The Superhub 3, their latest hub, has an inherent hardware error that causes gaming lag that makes online games virtually unplayable. What is worse is that Virgin know about this and do nothing about it and ignore the issue entirely. If you are a gamer avoid this broadband.
  • Speed
    4 stars
Virgin Media  
Got Virgin Media in 2015
Took over 1 month to install - should got the hint and run but stupidilly insisted to stay
On and off many issues and problem with TV Phne and internet
For most 2017 either a very poor connecting or no internet at all
Many complaints and called ignored
Finally this years they sent a engender who decided to change the box and hub and guess it was aparentelly a problem with their equipament but never sent an apology instead got my bill up to £63!
For a basic TV, no use of phone line and a very poor speed!
After 1 year trying to cancel my contract, after 2 phone call today and long painful conversation I finally managed to CANCEL but they are charging me early disconnecting? Since 2015 how can this be early?
My advice from experience dealing with virgin media:
AVOID VIRGIN MEDIA
Just head ache
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
W8 Virgin Media  
I tried to arrange installation for months. I signed a contract in May, and in early June I was told that it would take 6-8 weeks to organise the install as the council needed to provide consent for the works. My postcode is listed on their website as being in a VM area, and fibre cables run down my road. Engineers attended and spray painted green markings on the side of the road and pavement to show the 1m distance the cable would need to be routed. I was informed that there was a budget for these works and the access point to be created on the boundary wall of the property, and that it was just a matter of time.

Having not heard anything for 8 weeks I called VM to ask for an update, and I was told that the install and contract had been cancelled as it was too expensive for VM to proceed with the required works and that a note had been put on the file to say I’d been informed. I hadn’t been - not by email, text or phone call - and I still wouldn’t know if I hadn’t called.

I paid £300 to the freeholder for the wayleave approval which was completely unnecessary and I cannot reclaim. I would have thought it sensible for the budget for the works to be approved before the wayleave was submitted and signed, but clearly this isn’t the case. I’ve therefore wasted four months and £300 to try to organise a service that could never be provided to me in the first place, despite VM assuring me otherwise. I’ve never been so wildly misled by a company, and I’m furious that I’ve thrown away £300 for no reason whatsoever.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Kentish Town, London Virgin Media  
Got a call from Virgin Media Out bound team. Offered a deal to stay with Virgin Media. Double checked both sides had same understanding of deal, and then agreed to deal. Advised that contact would be sent via email. No contract received, I had to make follow-up call only to be informed that there was no deal offered by Virgin Media and then asked about telephone call recording, this was not there either. How convenient. Result. Virgin Media - absolutely disgusting service and liars and time wasters.
Ickenham Virgin Media  
Had a broadband issue since May , 10 engineers later still intermittently dropping out , even the Engineers admit their Network cant cope with the service they should be providing
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Windsor Virgin Media  
WORST CLIENT SERVICE EVER!!!!!!!!! My broadband has been off for more than 3 weeks now, network issue they say and every week the fix date is pushed by one week. The least they could do is offer a free months which I asked. NO CHANCE they only apply a credit on the bill !!!! I have been debited 78 pounds this month instead of 88, God knows how they calculated this credit but this definitely not the right way to treat customers. 10 pounds off for a month without internet service. I keep trying to unsubscribe to get another service provider but they make me wait 30 minutes on the phone EACH TIME to discourage me. I Dont know what to do this is so frustrating......
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
london Virgin Media  
I have to admit virgin are the most awful company. Been with them since they were ntlworld, and they only get worse. Have no internet and can’t get it fixed until Monday. On the phone 40 minutes, so then I want to cancel my package and I get cut off..... oh there’s a surprise. DON NOT GO WITH VIRGIN.....ANYBODY BUT THEM
  • Satisfaction
    2 stars
Glasgow Virgin Media  
Stay away from Virgin media if at all possible. They will try every trick in the book to cheat you out of money, for example, contracts will be automatically renewed at a higher cost without you being informed as a customer. They even put up the price from £27 to £40 mid-contract three times without asking me. When you try to resolve these situations, you are presented with a thoroughly inept and unfit for purpose customer service department. Agents frequently say contradictory things and many are deliberately obstructive. I have used Virgin media for one year and will be terminating my contract this month. Even though, given my area, this may mean a drop in internet speed, it will be well worth it to be shot of this joke of a company.
  • Speed
    4 stars
  • Reliability
    4 stars
London Virgin Media  
I have been a customer for 16 years and have experienced little recognition for loyalty. Virgin offer far better deals to "new customers ". I have tried on 4 occasions to discuss this with virgin over the phone and have held for over 30 minutes.... Very poor customer service !!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Liverpool Virgin Media  
Far too expensive, speed no where close to what they advertise, customer service hopeless,they gave me a discount for being a loyal customer then took it off me 12 months later. If that's the way they treat loyal customers i'm off!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Reliability
    2 stars
Solihull Virgin Media  
Absolute rubbish. Using Virgin Media is the worst buy you can get unless you want unbelievably awful internet and horrible customer services. Sky, BT, whatever, use them, avoid Virgin Media at all costs. :/
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Router WIFI faulty for ages. Technical query impossible to resolve since there is no one to chat or speak to. Tried for weeks now. Not sure if nowadays the rest of the mega companies are treating humans and their rights like that. Paying for the substandard service and nowhere to complain about ''Virgin'' behaviour.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
LONDON Virgin Media  
It is very bad customer service and non reliable broadband which are not suitable for a business.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leeds Virgin Media  
Absolutely disgusting customer service. I opened my account online and was not told about half the things I was supposed to. I was also supposed to have £50 refer a friend credit for myself and the referrer but virgin are now saying as it was over the phone, I have no proof and basically tough luck. They have taken out 3 times the amount of money for my first bill and are refusing to give it back until it is investigated which will take at least 30 days. I am incredibly disgusted at the customer service and the lack of responsibility they are taking for their mistakes. I should not have to provide proof when they record their calls (which apparently, rather conveniently, they cannot access!)
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Dover Virgin Media  
Hub slow, Service Poor, Undocumented and Voip Unavailable

I purchased a Virgin Media Broadband package in January 2018. If I used the Hub (WiFi) I got 3Mb download speed. If I selected the router option I got 50Mb download but no WiFi. The support was poor and when I escalated the problem, the operator never rang back.

I then tried to move my voip line from one supplier to Virgin Media, it didn't work and there is no information in the documentation to say you can't.

I asked Virgin Media to close my account immediately, which they did, and I informed them I was not paying an early termination charge which they accepted.
  • Speed
    5 stars
Barnsley Virgin Media  
OK I've been with virgin media for about 20 years and over that time I've felt hugely satisfied with my broadband speed and the customer service. I've not had any major issues until recently. My Internet went down over a week ago and every time I call I'm told it is a problem in my area and given another day and time and another day and time come and go and still not fixed. After seven days, a fortune spent on mobile data and unable to work from home I decided I would change provider. Every time I called I waited at least 15 minutes to get through. Each time I asked to be put through to the cancellation team I was placed in a queue with no end, battery on phone ran out and had to get back to work on second occasion. Finally after 45 minutes in a '15 minute' queue I spoke to someone who said that they will try to sort the issue and get back to me. I'm hopeful but if not I will be leaving not something I want to do however service and standards seems to have dropped. Badly done virgin media!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Fife Virgin Media  
Virgin media is the worst broadband company in the UK. You get punished for downloading a 2gig file. I use the internet for game development so i usually download files that are 1 or 2 gig. If i do it then for the next 3 to 5 days I am punished and my internet becomes so slow i cant even log into my bank.

This has become so annoying. Files around 2 gig are not big at all. you watch a film on netflix it is around that size so why on earth are these idiots punishing me.

100% I wont be renewing and I will be advising others on their twitter ads to stay away from virgin media.

I suggest everyone that has be wronged by them to join their twitter feed. every time you see them advertising tweets about their services , be sure to comment in about how bad they are with throttling. They really fear this action against them because it essentially means they cant be successful using twitter to get more customers.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
The internet is ok, as fast as advertised most times, even if quite unreliable, it let me down several times.
The dreadful bit is the customer service. Sending email is not allowed, they have a chat which is unavailable 9 times out of 10 and never in the summer, and the wait times on the phone are dreadful.
What's really bad, though, is that they tell you one thing and then don't do it.
They told me they'd give me a 50£ voucher because they never told me they were increasing prices, and they never sent it. They told me my service would be cancelled automatically at the end of the contract, and I only found out this wasn't the case when I received the email that I had payed the month after the contract expired.
I'm actually thinking of sueing them, because this is nothing short of a fraud
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
CARDIFF Virgin Media  
Awful service!
Engineers installed cables completely differently as requested, left an eyesore on the driveway. we were then told the cables could not be buried. Connection kept dropping, when it was connected the speed was super slow! Kept calling for them to fix it and they said there was no problem. Engineers were supposed to come out and re-cable but never came, several people came out to 'have a look' but didn't know hat to do, called their managers who kept promising the issue would be fixed, it never was. One day someone even came 8 hours late and I was waiting to go out, when he arrived he said he couldn't do anything so my day was wasted. I managed to finally get through on the phone after various attempted to cancel during my free cancellation period, lost a few days of working from home I was not happy and was told I would not be compensated. Asked when they would be taking the cables away as I cancelled and was told I would have to remove them myself!!! Awful service, avoid at all costs!!
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Went to Virgin for a faster Broad band experience and access to no internet over 3 days in one week is a joke! Wont be renewing thats for sure.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    1 star
Stanmore Virgin Media  
Broadband keeps disappearing every evening without a fail from 8 o clock onward. Sundays are bloody nightmares. When I was sold my package they guaranteed that my broadband speed wont fall below 41mb which turned out to be a complete lie. Technicians have been out and I was told that line can handle x amount of people and currently there are three times the amount of people connected to the same line and it cant handle it. Guess what- you will still charged the same amount of money even when you are not getting any services. O, needless to mention that technicians are not sent out in the evenings and weekends when services are overloaded. They can only pay you a visit during the day when broadband is not used as much and speed is relatively reasonable. So to sum it all up...If you want to buy top price Ferrari with a 1.2 litre engine which can only do 25 mph at the most... Go for Virgin! On a serious note- PLEASE PLEASE PLEASE RUN AWAY IF YOU HEAR VIRGIN MEDIA!!!!!! They take your money and dont provide you with what they promise....
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Chatham Virgin Media  
Quite frequent outages without any explanation. Complained over the phone and asked for compensation for broadband being down 4 days in the row. It's been 1 month and still haven't heard from them. When I finally decided to cancel my service I had to be transferred 3 times between different departments, go through security checking again and being on hold for more than 20 minutes until I finally hang up. Horrible service.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    1 star
London Virgin Media  
I have given one-star for speed and reliability, although I have not yet had time to test these. This is mainly to re-inforce my one-star for customer service and overall satisfaction. If possible, I would give this -10. I placed my order for the Player Package, including Player TV and Weekend Calls but then I upgraded to Anytime Calls. The advisor told me to choose the self-installation option and the installation date was agreed. Then Virgin changed the installation date, because an engineer needed to do this. In the meantime, they had contacted BT with the original installation date and BT were going to stop services on that date. I found it extremely frustrating, trying to get them to keep to the original date – I went to about 4 departments and, each time, I had a 10 minute wait. After threatenting to cancel the order, they managed to keep to the original date. All the advisors I spoke to were based offshore and, although I have been advised that the calls are always dealt with both offshore and in the UK and that the calls just go to the next advisor, I would be interested to know the ratio of offshore to UK staff. Some of the advisors just failed to appreciate the problem and I believe that one of them gave bad advice, just to pacify me.

When the order arrived, I found that the advisor had logged the order incorrectly and I received only the WIFI and Phone. I accept that I should have noticed that this was missing, when the email arrived with the order details, but I didn't. On the installation date, I spent at least 3 hours trying to get this resolved. I cut one call off after an hour, so it would not be charged to my bill. Then I had to go through it all again. I went to the department that dealt with 'home move leaver', got passed to Customer Services, got put through to Sales and then back to CS. The original connection took about 20 minutes and then each transfer took about 10 minutes minimum. My mistake was in selecting 'leaving due to home move', because I did not realise that there was 'leaving for any other reason', which is the one I should have gone to – this is the department that seemed to have any ability to understand and maybe do something to rectify this problem. It may be co-incidence but I made this connection after 4pm and the advisor was based in the UK. I still had to wait 20 minutes to connect. Unfortunately, although my account was active, their system had not been updated, so he could not progress any action at that time. What he did say was that the order logged matched the installation order – in effect, it was my fault for not noticing and following up before installation. I tried again, 2 days later on Sunday, today, and was advised that the system still had not been updated – perhaps because it was a weekend – I can't see why this is the case. I asked about my chat and was advised that these are kept for existing customers but not for others – again I can't see why. This advisor was based in the UK and was extremely helpful – she has noted that, as soon as my account details are available, she will contact me and discuss what offers are available and, if possible, try to include my Player TV at no extra cost.

I was with Virgin for 7 years and, often I had to negotiate around a price increase, at renewal time. In the end, this was too much and I moved to BT. I had very few problems over this period and any time I contacted them, all my calls went to UK advisors and I don't remember any long delays . The current customer service at Virgin is abysmal – the delays are ridiculous and the quality of advice was dreadful. I don't know whether Virgin's customer base has greatly extended and they have failed to increase the customer staff or whether they have reduced the levels of customer staff, to cut costs, or whether the amount of complaints and enquiries has reached unexpected peaks but someone, somewhere should be aware of the adverse impact the current customer service is having on Virgin's reputation.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Reliability
    1 star
WIRRAL Virgin Media  
absolutely disgraceful service in general. broadband cuts for no reason for at least 4 hours and when asked about it, someone says the same generic line of experiencing problems. today my mum called up to make an inquiry and straight away the advisor asks what card she is using to make a payment. when we say there's no payment to be made, the advisor then gets argumentative and very hostile, as well as the manager speaking to me the same way. the advisor is called Angel and the manager is called lance, who are both just as rude and incompetent as each other.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
sheffield Virgin Media  
Service to have a quick chat-zero, so as the customer service I believe-useless advice over the phone. Broadband Wifi speeds 12mbps. Simply they dont want to swap the modem. Broadband via cable still ok, but who uses nowadays the cable and not all devices have the cable connection!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    4 stars
LONDON Virgin Media  
If you get virgin media it will either make you mad or dipressed this is the worst network i have ever got and the custermer service is even worse it goes smoe where in india and they dont care and even botherd what you say virgin media is just rubbish
LONDON Virgin Media  
Absolute joke of a company on one of the fastest internet services that they provide yet it take absolutely ages to load the internet up. Also if you play games expect to lag or lag out of every game you play ******* joke of a company then when you phone them about it they put on a guy you cant understand or claim that the problem must be something else rather than admitting there internet is just **** in general. All honesty get sky or bt over them at least there reliable.
Middlesbrough Virgin Media  
Considering vergin media being the best high speed internet, that is all it is. People that work there have monkey hands that just point around not doing anything. I wish no one experience the horror I did with this company and to this day they still oll me money. I have stopped my internet as I moved to another house and wanted to send the router back, but the lable was lost in the moving process so I asked for a new one in my new house. Guess what, they send me a message after 10 days ill be charged??? So i called and told them to send me a new one - AGAIN, but guess what happened after... Another message saying theyll charge me. Well i wasnt that lucky the third time as I got directly charged. What kind of idiots are doing this ??? What kind of a company is this/!?!?!?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    3 stars
liverpool Virgin Media  
Since I got Virgin Business broadband almost three months ago, I have several outages, I work from home as an IT person, if I have no internet I can't work. Virgin will be out of service for half a day casually and full day without much explanation. If internet is critical for you then look elsewhere, this service is not business grade.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
london Virgin Media  
Broadband: too many outtages. Customer service useless: calls routed to random call centres in India so you never speak to the same person twice, and you never get meaningful information about the nature of the fault and how long it will take to fix, only a succession of meaningless "estimated times to fix by" which usually come and go and the fault is still not fixed. Last straw: went down 8 days ago, latest estimated time to fix is in 4 days time. Any other supplier has to be better.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
London Virgin Media  
I have been with virgin for just over a year. I joined because of the fast fibre speed despite being warned about their bad customer service. Everything was fine until about 2 weeks ago when my internet connection disappeared and I tried calling customer services to get it sorted out. I can't really go into it all but essentially I have been promised an engineer visit twice, was told I cancelled the 1st visit and the second was cancelled by virgin because their was no problem. Despite spending over 6 hours on the phone to them over the past 9 days I have a speed of 9.1mbps and am being told not to worry as this is fine. I have cancelled as if I wanted that slow a connection I could get it for 2.99. I will move, reluctantly, to a Fibre to the box provider as it will still be far faster than Virgin. Their customer service is shocking. Everything is great until there is a problem, then they will stiff you.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
London Virgin Media  
I’ve been with Virgin Media for years. We’ve been completely satisfied until about two months ago, when our WiFi cut off every other day, sometimes for hours at a time. Even when we still have WiFi, the connection speed is significantly slower, and when we used a service to check, we discovered that the speed should have been 20 times faster than what it was. When we contacted Virgin Media, they denied that the connection speed was any slower, even though an update that would normally take five minutes was taking three hours. If these two issues are not fixed soon, I will leave Virgin Media for good.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Paisley Virgin Media  
Virgin media has always been a great provider of all the packages. My broadband and Wifi went down last night and I called for assistance and the gentleman was very helpful and told me exactly what he was going to do. He then stated it will be back on within 7 hours and true to form this was the case.

You can’t always blame virgin media as a whole as it depends on the advisor you speak too and in this case he was very helpful.

Thank you virgin media and I will continue use your services with great Customer satisfaction
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Birmingham Virgin Media  
Poor customer service took over 20 minutes for them to answer my call and i was recieved by a very rude and abrupt woman who didnt help me at all with my problem.glad im leaving virgin media!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Bradford Virgin Media  
So my internet doesn’t always work 100% but there are no real problems. Today I get a call from virgin media with the fastest speaker in the world and a different accent. Thankfully I payed attention. With just a few yes’s I would’ve opted to an additional 7.99 on my bill. I pay for 100mb broadband speed. If I had any issues I’d let virgin media know. She also said yes on my behalf for so many important statements. I wish I could describe how manipulative they are. Not a happy first time broadband customer. As soon as I said I’d like no additional charges on my bill I was getting nothing for free and a sudden (angry) change in tone. It was almost like a test. Made me really doubt my worth as a customer.
  • Satisfaction
    4 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Nottingham Virgin Media  
I’ve been with virgin for about 14 months and in terms of speed and reliability for the most part no other provider comes close but for the past 2 months I’ve been left without internet for perhaps 8 days if all of the time was added together which is unacceptable.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    2 stars
Wigan Virgin Media  
The worst broadband and WiFi service that you could ever wish for. Avoid broadband services as they are just so intermittent. It's likely that you will, as I have done, spend time constantly having to reset the unit and calling virgin for assistance.

The problem is that you can't leave the service without paying a cancellation fee unless a technician has been to your home 3 times and has been unable to fix fault. But then after the first visit they will not send anyone out stating an intermittent fault in the area even though neighbours on the same street don't have any issues. And when they do send someone you have to wait at least to days and wait at home for half a day.

The next problem is when you try to esculate the complaint the policy is that you can only expect a call back between 14-28 days.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leeds Virgin Media  
Poor
I have wrong a number of times now
Sometimes the staff l s0eak to are so difficult to understand that I feel it is a waste of time even bothering to ring ,has I am sure they have a set speech to try and put you off
I was advised todo a speed test (I’m on the 200mbps package) I have had readings of 0.27 to 50 mbps
I have to be sat next to the box to get 50
I live in a small bungalow and the maximum distance I need is approx 10 metres at the most from the box
I will be moving , so frustrated with the response,attitude
Is sky any good ????
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Dudley Virgin Media  
Awful broadband and even worse customer service!!
The broadband is constantly not working, I’ve phoned up so many times to sort it out , when I’ve asked for a refund for a service that I’m paying for but not receiving they are so rude and do not want to offer any good will gesture.
Shocked at the way they deal with paying customer and how we get treated, and they get away with it. I haven’t got one apology from them .
Hertfordshire Virgin Media  
Removing 10 channels with 2 days notice but can't get out of contract for 30 days.

As for broadband speed, paying for 200mbps and getting, if lucky, 40.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol Virgin Media  
Virgin's customer service is atrocious. I wasted 20 minutes calling the team to be disconnected at the final stage by the 'moving' team. The quality of broadband is fine, however, the employees working in the call centres are clueless and incapable of answering simple questions or even speaking English in a way in which a normal person would understand. They act dumb in order for the customers wishing to leave to give up before doing so, raking in more money from calling costs and further making customers wanting to leave, leave.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Bournemouth Virgin Media  
spoke on the phone to a lot of people abroad (this is where you end up being put through) due to many problems with this company, of which you are passed from one person to another as they haven't got a clue what they are talking about. very bad customer service , I do not recommend this company unless you want to spend half your life on the phone!!!
cheshire Virgin Media  
To put it simply, this company is full of false promises and inconsistencies. I have been without internet for 2 days and I was told I wouldn't be compensated for this at all. I'm still waiting after a month for a package I was told I could have a trial of free of charge. I have been charged excessively for phone calls because of a lack of clarity. Avoid Virgin if you can.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    1 star
London Virgin Media  
No issues with my broadband. But I'm constantly overcharged. I don't want a home phone, don't have a phone but of course virgin play their games and make you have a line. Every month I get call charges on a link without a phone plugged into it. When I ask virgin to look at it they threaten a £90 call out charge if they don't find a physical issue on the line. I'm stuck with them for now as theirs an early exit fee. This whole thing feels like a cartel. Will be leaving once my contract is up.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    4 stars
South east Virgin Media  
The worst provider which I ever had. Speed never even close to the top limit. Customer service horrible. I been with them over 10 years and finally I made one of my best decision ever. I switch to BT !!!
Technical support from virgin crap. Sometimes they set up visit, they sending sms with confirmation and no one coming at the time and date, after all they try to lie that visit is for next week!!!!! Always they try to add something extra to your bill without any reason and after is really difficult to get it back like a credit. Only if I will be without any choice I use them again. Hopefully never.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
SE London Virgin Media  
Awful customer service and awful awful reliability of broadband. I paid for the super fast fibre which was good for the first 6 months but shocking after that. I called on at least 6 occasions with broadband/WiFi failing and everytime the solution was to turn it on and off which is a complete joke.

I tried leaving after my contract finished and they offered me a new contract with a £60 credit and did some ‘tweaks’ on their systems to help the WiFi run better, I decided to accep on the basis the first 6 months ran fine but lo and behold a week later the WiFi kept going down.

Tried cancelling the contract again and this time he promised I’d have a month cancellation period, gave another £19 credit and sent and engineer out.

Another week goes by and yet again the WiFi goes down. I tried cancelling for good and they claimed that I was outside the cancellation period. I had recorded all my calls with them because of this exact situation. Scumbags backed down and let me cancel but they tried offering me more solutions and discussing with a specialist on how to fix the issue. How about fixing it first time instead of when your about to lose the customer.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wirral Virgin Media  
The worst provider in the world! I was overcharged from day double the bill when I had a written email confirmation confirming my contract for twelve months. After thirty calls to them over the course of 9 months, one guy did find where I was being charged ( £63for a service that was supposed to be free for three months) I called again to see if my refund had been processed, the lady said a refund was not requested! I have been charged late payment fees of 10£ whenever I’d be late to pay my bill, I had direct debit set up but when they overcharged me a few months I decided to stop it! Horrible service and horrible provider! Never again will I use them! Back to Sky!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
London Virgin Media  
I moved home from Hounslow to Fereham.I wanted to move my broadband .they told me it's not a problem.but it was a big problem.I moved March 11 ,today it's 17 July I still don't have internet.today after 4 month they told me same thing like ages ago it's problem with your property.we need to contact council. That's means they did nothing all this time.shocking service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Fareham Virgin Media  
When I get a chance I will be leaving virgin, I reported an issue on 7th July, an engineer didn’t come out until 10th, he came back out on 11th to put a new cable into the house but then told me he couldn’t as they neede permission from the council to dig up the road. He then came back on 12th and tried replacing the kit incase that was the issue but it wasn’t. I rang virgin on 13th to find out what was going on and they said they needed wait for the engineers report and they would call me on 16th. I had no call and when I tried to call I had no answer. 17th today, I got through to someone and have now told me they are only just booking it in for 27th so if I didn’t call then I don’t know how long I would have been without it. I work from home 2 days a week so you can imagine how frustrating this is for me. I don’t rate Virgin at all, all they could offer me is money off for the loss of service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Eastleigh Virgin Media  
I was with Plusnet for many years, all was fine until last 2 years, connection began to drop and wifi connected devices kept being disconnected without warning and costantlty. After countless calls to Plusnet I had to leave them as soon as my contract finished and decided not to use them ever again.
I thought I just gamble with Virgin Media Fibre and not use any of the BT cable supplier and what a decision!, I am on 50mb option (fibre only) and always get at least 53mb speed on wifi. Everything works as a dream so far (2months later) and the customer service is brilliant so far, I only had to contact them once after there was an error on the bill and It was fixed straight away.
I am very happy with VM so far, installation went smooth and I was connected in no time.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Chesterfield Virgin Media  
Absolutely dire!!!!

Decided to go with Virgin media after being bombarded with leaflets for 2 years.

Engineer didn't turn up and then I'm told there's a "blockage" that won't be fixed for 8 weeks.

Told them I wanted to cancel and had to argue for 20 minutes to cancel an internet subscription they couldn't even provide!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leicestershire Virgin Media  
This man is making so much money that his staff have no remorse on even people with disability! Not helpful and if want help with billing will not give you any compation in your situation so if want help or support with virgin media you will not get it
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
W3 Virgin Media  
Shockingly appalling customer service. Do not use.
Cancelled package and even after service was disconnected they took another payment.
Complaint made and told refund at 45 days.
47 days ...no refund, no answer to complaint. Have rang again this morning and awaiting call back. If nomsatisfaction today will be going to Ofcom
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Gloucester Virgin Media  
Was good at a time before I got my dementia. Nowadays it just keeps cutting off. Just like the old days when electricity would cut a few times a day!
SKY or BT is recommended if you have it in your area!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
UK Virgin Media  
So I called virgin media about a problem with my broadband (the speeds) I'm paying the VIP BUNDLE PACKAGE which is 80 pound a month they told me there's nothing wrong with my broadband wasn't willing to help fix my problem kept telling me the same thing over and over again they wouldn't let me speak kept talking over me telling me I don't understand about how the WiFi works. Now I'm a young adult I know how WiFi works exactly. When I said that to them they said "well if you know about WiFi then fix your own problem" I'm running speed tests which is only reading 40mbps of download speed and my upload speeds are 20mbps of speed I tried telling them this and they kept talking over me so naturally I did get frustrated on the phone because they were NOT LISTENING!! I even spoke to a manager which he also took the same attitude from the start when I was simply trying to explain. I asked to speak to his boss and he went off the phone and put me back on to the previous woman I was speaking to I said "can I speak to his boss please"she said "there is no other boss" which is lies obviously. All I wanted was for someone to fix my speed they kept saying I need a lan cable i shouldn't have to get a lan cable. My speeds should be reading at least over 100mbps on average without a lan cable considering the package I'm on. My friend has virgin in and they pay 30-50 pounds a month and they are getting 100mbps speed without a computer or a lan cable. Overall virgin has very bad customer service. talk talks customer service is much better and that's saying something.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Strabane Virgin Media  
I too was seduced by the lure of super-fast broadband, so signed up to Virgin's VIVID200 package. What a mistake, because on a good day I'm lucky if I get 20Mbps, with regular disconnections. A friendly engineer has visited, and replaced the router and internal cabling, but it has unfortunately not helped. Don't believe their sales pitch of real average speeds. I now feel conned, and think this represents a clear case of misselling. In the part of Brixton (London) I live it would appear they simply don't have a properly functioning network or capacity to deliver a decent service. I now have to make peace with the fact that I will have to make do with a poor broadband service for the next few months until my 12 month contract ends and I move to another provider. As a footnote, I have just run another speed test and guess what, I achieved 9.98Mbps - nowhere near the promised 200Mbps I signed up for! If you do want to move to Virgin, I suggest you sign up for a single month to test out what they are able to deliver to your home before contracting for a longer term.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
Brixton, London Virgin Media  
Terrible customer service. Wasted my one hour speaking with this guy on the phone just to cancel my service which I no longer need. Extremely rude and unprofessional. Even though I made it clear that I don’t want the service, he constantly came up with cheap alternatives and started bothering me. After a long conversation, he just put me on hold for 2 min which was meant to be forever and later on I had to hung up the phone. Didn’t get the chance to cancel my service. Extremely pathetic way to deal with the customer. Never coming back to Virgin media and would not recommend to any one as well. Stay away from it, it sucks everything out of you like leeches.
Stafford Virgin Media  
My tivo box and broadband went down today need new boxes. After being a customer for fpur plus years always paying on time. They expect me to wait untill next week for replacement equipment? Yet they cannot do next day delivery? So im stuck eith no internet or tv for the next 7 days? After several calls it was finally nice to get through to a english call centre too! No racism intended! Dont use them go to sky!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Plymouth Virgin Media  
Do not go with virgin media they leave you for days with out internet and when your moving house after being with them for 4 years they will slap you with a fee for no reason also you need to pay your main bill what a scam
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
bournemouth Virgin Media  
If I could give nil I would give nil. We have a business and we have intermittent broadband for 2 days now. You cannot talk to anybody who can say what is happening, the only thing they say is we have 24 “working” hour service level agreement and they cannot give anymore information. And they call “support” but they are not support they just take the call and remind you it is 24 working hours. You cannot get any information. If I knew this I would not go for them, but unfortunately there is no BT infinity in the area. At least you can talk to actual support at BT.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Dalston Virgin Media  
The last time I called was to cancel as the prices shot up and the offer they gave me was not suitable. The guy I spoke to was the most rudest arrogant person I have ever spoken to in my life, he seriously should not be working in customer services if he does not have any manners or people skills. I would make a complaint but I know either nothing will get done or he will get a minor telling off. Wouldn’t stay with the company if they’ve offered me the services for free now after the way I was spoken to. Being spoken to with respect and politeness has a big impact on your customers!!! Never ever returning to virgin media again.
  • Speed
    2 stars
bham Virgin Media  
The worst customer experience I have ever had. They charged me a direct debit payment even after me telling them to cancel my contract and when I contacted them to address the issue, they were really rude and transferred me from one advisor to the other and the last advisor ended the call on me. The worst internet provider out there, a little above average speed but worst reliability and worst customer service. STAY AWAY FROM VIRGIN MEDIA.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Manchester Virgin Media  
Virgin media should be investigated by ofcom as it to hold a isp licence.
Do not use this shower
we have no contract have been billed incorrectly for 12 months - every call to vm takes an hour min. They wont put complaints in writing and never action anything agreed. Even cancelling was a nightmare and they want to double the price for the last 30 days of the contract. They never return calls and no one senior is ever available. A complete crooked, lying incompetent and organistaion. Complete disgrace - they make bt and sky looked fabulous - you have been warned
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
NORTH WEST Virgin Media  
very expensive to have. I pay nearly £85 per month . I am thinkinmg of swiching to sky tv
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Leicester Virgin Media  
Absolute rubbish! thesis guys don't have clue about customer service. They don't even apologise when engineers fail to turn up. No compensation. No phone line/broadband fixed though they say they did that from outside but it still doesn't work. Unbelievably bad. Steer clear...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
The Definition of the most horrible customer service is Virgin Media. they trick you when you sign with them, saying if you move to another place, the contract will stop with no fins. in the real truth they will take you to a recovery company and ruin your record and you have to pay the full amount EVEN if it is their fault because they can't supply in your new area.
Am going to make it my objective now in every conference I would attend to I will make short briefing about Virgin Media.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Newcastle Upon Tyne Virgin Media  
Customer service are really rude and have no manners I have to cancel my contract just because of customer service .just have faster broadband doesn’t mean you’re a best
Best is who is in front line and talk to you nicely
I hate VM
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
12 Virgin Media  
Do not use virgin
They are totally useless useless useless
Had 4 years of total misery with this company
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Ng122ep Virgin Media  
The worst company. Overcharging customers for low speed broadband. The internet speed so low I could not download text on my phone and I have to pay 42£ a monthly. After calling them that I need to cancel and disconnect from broadband, because I am not happy with the service they double the charges to 93£ a month without notice and carried on charging me despite I have been told them to disconnect the broadband 2 months ago. Dishonest virgin media.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham Virgin Media  
Having been with Virgin Media for 8 years, I have finally cancelled my contract due to an unacceptable deterioration in their services. When I first became a customer in 2010 I was impressed with the broadband service and this continued for 5 years, using them in two properties. For the last 3 years, despite paying for the 100mbs package, I have had ongoing issues with speed, reliability and most notably, wireless signal. Despite MANY calls to their tech teams and eventually a replacement router, the service if anything has continued to deteriorate. One customer service agent admitted that Virgin Media have oversold their product in certain areas and do not have the capacity to provide the broadband speeds as advertised, or it seems, the reliability. Be vary wary of their advertised speeds - I have been unable to consistently achieve much over 20mbs at best via my wireless router for almost three years, despite having a 100mbs package.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Twickenham Virgin Media  
Broadband is complete rubbish for the past month. We call up and are told all is ok. We cannot watch a programme through without it crashing - just awful and this has been really bad for the past month. Used to be ok (and by that I was happy with it crashing once a day)
Now it’s all day every day - we are cancelling our contract tomorrow as what exactly are we paying for ???
Rubbish all over. Rubbish connection, rubbish service, rubbish reliability- rubbish rubbish rubbish - do not use Virgin if you can help it !!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Chingford E4 Virgin Media  
Extremely poor service. I am having to pay a lot of money for a service which I can not get and due to the wording of their policy I am unable to complain. Also I am threatened with a cancellation fee of £125 so now I have to remain with this rubbish service for another 10 months. If you live in the Stratford London area, please avoid using Virgin Media- there are many other cheaper options which end up giving the same speeds as Virgin.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Stratford Virgin Media  
Very unhappy with the customer service level of virgin media. Complain about the speed of my premium package kept fluctuating badly they said they couldn't do anything about it if the device was not connected via ethernet cable. I asked them to help me out they said yes but they would be a £99 callout charge for moving the router upstairs from downstairs. I waited for a week and one of their "engineers" came he literally stapled a cable to the barrister of the staircase and threw a large amount of cable wire upstairs, leaving it lying on the top of the stairs saying he could not do anymore. I had to spend the rest of my day sorting the wiring out neatly. Do not recommend this company, the customer database is big enough they don't care about new customers.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Blackburn Virgin Media  
I wouldn’t even give one star to this company they steal your money but give appalling Service they have workers who can’t help don’t know nothing my tv and internet was down for 2 days I called over 10 times I was messed about no one could tell me why my services were down after hours of calling back they told me they are doing work in my area and it’ll be down until 7pm called back as it wasn’t back they they mess me about tell me totally different thing and say it’ll be back next day by 9am or earlier I had to call back as it wasn’t back they told me it’ll be back by 4pm I also called the lady I spoke to said she would call me back in 5mins which she didn’t but put down on the System that she called me but went to answer phone what liars honesly this company is so bad I’ve been stressed out so much as I need internet for my work so for one week my internet goes and comes and I’ve been having to call every day the workers there don’t help it doesn’t help that these workers are in India so how the heck are they meant to know anything that’s happening here in the uk they sounded confused had no training in dealing with what was happening in my area they couldn’t even tell me that their was working going on in my area VIRGIN MEDIA you are disgusting taking our money yet giving us bad service I want a full refund on my money why am I paying my bill you are stealing customers money how do you sleep at night this company is the worst I’ll be moving to sky im done with this company you should be reported to trading standards I’ll be doing that aswell
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
West Bromwich Virgin Media  
I am one unhappy customer & to feel how ive just been treated.... Back in March 2018 i stated id like to reduce my Broadband, Tv & Phone package as im want to save some money due to moving within the next few months ( Remember all calls are recorded ) So i stated im moving within the NEXT FEW MONTHS. package dropped for me & they stated my tv box was out of date so im entitled to a free box as ive been a VALUED customer for 23yrs. yep a long time.... The point to this is i have now moved and contacted them about my move & id like to keep my service at my new place thats out of town. BUT? got told they dont supply cable to that AREA. little gutted as always had a great service from them. yes i was happy till i get told they put me on another 12 Month contract ( Remember i stated at the beginning i am moving within the next couple of months ) NOT Happy i stated listen to the recorded message & i stated i am moving so that member of STAFF should of said due to you moving i would advice not to change your package untill you move or it will put you on another 12 month contract & im sure all would agree here with me as i also deal with customers. also she should had stated what the address to your new place so we can check we have cable in that area. yet again another customer service point that should be asked but was not ( they can also listen back to the recording ) so with me now one unhappy customer being told i have 8 months to pay for and me stating all ive said above to listen back & also to hold that recording on file for me to take matters to court if need be, her reply was thats fine you take us to court as you will lose as we are a big company and will all cases and you will end up paying court cost... Then at that point i was more than pissed off with that kinda customer service & i stated if she worked for me you would be sacked on the spot for that kinda attitude.... Now in the post at my new address i have a red letter stating what they will be taking from my account. i have blocked this Direct debit and now will proceed to higher matters. but never again would i now use Virgin Media again...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
peterborough Virgin Media  
I have had virgin services on and off over the past 20 years. Yes they have their flaws but so does others! I just switched back to them simply because my BT services had to be reported several times a day to work normally. What you guys need to realise that if th live in middle of no where you will have more issues about broadband and telephone. J live in a town it's a decent size town and we dont get issues. I on my left virgin before because they were expensive. Now they have a £29 deal for all 3 services I tried all others and they charge more for once virgin is the cheapest. Oh 1 more thing most internet providers now will lock you in to 18 months contracts virgin still 12 months only.
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Essex Virgin Media  
Broadband faulty twice in one year. Last time it took Virgin a month to fix it.
Without it again, "expected to be resolved" in a week (!).
Last time the week became a month.
Regretable. I am cancelling my account.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
W67JY Virgin Media  
Absolutely appalled! In 2018, virgin media is a con and a fraud who take extra money of people for nothing! I had payed my normal monthly payment which is alreadyy high (£60) and then was sent a (£104)bill and I DID not purchase anything or made any extra actions which would add to my payment. My package is normally (£45) the fact I was paying £20 extra was already enough and they stil have the audacity to send me a £105 bill. I gladly finally have cancelled my contract with them and every time I tried to in the past, they made excuses! I’m glad to get rid of them. Is. After cancelling my contract. They stil sent me payments like £104 once again so I had cancelled my direct debit with them! Now they are asking for the box and hub back which I find really stingy as I had Been with sky before and sky have never asked anything like that. We are sending our rubbish boxes back which were a waste of time and money and they will basically use these boxes for other customers which means I had been sent a second handed one too. Wow virgin. I hav no words. If they send me another payment. I will be taking it to the court and see what they say about this fraud.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Rochdale Virgin Media  
My beef is this. I have a home office but often work away from home. I also need to divert my phone from time to time to a colleague. Virgin have a phone divert package - although it took endless calls and research on line to find this out - however, you can only operate it by physically standing in front of your landline and punching in the divert codes. All other telephony companies I have used in the past offered a package with a remote call divert on-off option. But NOT Virgin. Not only that, but their call divert fee is higher! I have to text a housemate every time and get them to do it. Also, the call divert is just a couple of clicks (no vice saying that it has happened), so sometimes you think it's switched over, when it hasn't. Really primitive.Poor.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Edinburgh Virgin Media  
It is outrageous how in 2018 you cannot have a 3mbps stable stream for 2 hours. I am on the 200mbps plan and the packet drop is so bad. Paying for buffering really. Waste of cash.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Nuneaton Virgin Media  
The company has clearly lost touch with its customers. They decided to replace a part in the system that caused a cascading fault in Area 26. Then they try to cover their tracks by claiming its a fault without admitting it was their fault. What a disgrace. Six hours later it finally gets sorted at 6.10pm well after the close of business day causing my company a loss of business of an entire day, all because of an installation not properly tested beforehand, as opposed to a lightening strike, or bad weather and not admitting it was their fault on the first call but on the third call lol. I had to speak to one of their technicians on the street to get the real story. The phone team is a joke. I am leaving and going to Sky right away (not that I trust any of them really). Your promises are ridiculous, you give no power to your managers who are really supervisors anyway, and your reaction, we will give you money for the lost time online. What a joke, we lost business full stop and you owe us this instead of £1.85. I am done with this company.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Belfast Northern Ireland Virgin Media  
I have never been mucked around so much by a call center. It was literally easier for me to cycle 40 minutes with my modem in hand than it was for me to cancel my account. I am currently working in a different country and only have a small interval to call in, and whenever i did I had issues. The last stint I was transferred repeatedly until the 13p/min had climbed to 30 minutes. After being transfered for so long, i began to lie to try to get through the beaurocracy, and then after throwing a tantrum and calling back, some idiot repeatedly asks me why i have been given different information. She persisted for another 10 minutes while only mixing it up with trying to offer me different deals. IF I DONT WANT YOUR SERVICES, JUST CANCEL IT! Lets no pretend like you didnt charge my an extra 44 pounds for the 3 days i was late to cancel; crooked thieves.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
UK Virgin Media  
Virgin Media broadband is hit and miss. When it works it is extremely fast BUT I have lived in this house just over a year and the service must have been interrupted at least 75 times so far.

Currently, It has gone off every night in a row for the last 6 or 7 nights. It comes back on again eventually, but it's so frustrating when it goes off in the middle of a film, every day!

As a comparison, I lived in my old house 9 years and I think the BT broadband went off once. Lived here a year and Virgin broadband gone off about 75 times!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    1 star
Chesterfield Virgin Media