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.
Based on 1204681 customer ratings since October 2023July 2009()
Satisfaction
1.23 stars1.38 stars
Customer Service
1.3 stars1.35 stars
Speed
1.96 stars2.16 stars
Reliability
1.71 stars1.78 stars
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Ratings are left by users of our speed test as well as reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.
Second time I've been with Virgin - and generally they have been pretty good. Rarely have issues with downtime and speeds are very good when you're in the same room as the router. They do drop off if you go further away though, which is to be expected, but perhaps not only a couple of rooms away. No need to call customer service yet - but overall great value in terms of speed for the price.
Reviewer
Jean
Location
Berkshirerg
Date
07/10/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I agree that the company is to be avoided. One department cannot liase with the other (left hand doesn't know what thelse right hand is doing). Totally disorganised! ,
Reviewer
Steve Vaughan
Location
Rubery
Date
03/10/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do not go near this company
Customer service non existent speeds do not exist impossible to get any support or help
Had no service for over 3 months still waiting for engineers support after 3 no shows.
It’s a company in total chaos stay away the speeds and service they claim do not exist , when you have issues they are unable to support
Reviewer
Gabriele
Location
Peterborough
Date
24/09/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I’ve been with virgin media for over 13 years I decided to cancel as it’s costing me £76.17 a months now I’ve been told over the phone that if I want to cancel I will need to pay for 4 months more or I pay cancellation fee £175 plus one months pay, I don’t recommend virgin media to anyone!!!!!!!!! Bad costumer service they won’t even let me to arrange payment plan. Very bad im glad I’m leaving…
Date of experience: 24 September 2024
Reviewer
Will
Location
London
Date
15/09/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Truly Awful.
Reviewer
Philipp
Location
Norwich
Date
13/09/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible Company
Avoid at all costs, even if you think it's cheaper, ultimately it isn't.
Reviewer
Joanne
Location
Dorest
Date
10/09/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
After calling to discuss the options that they offer I was not advised that there is a limit to how many devices can be connected to the WiFi at one time. I was sold m125 as they advised this would give me a better speed for the same cost as I was paying sky but failed to inform me that I would only be able
To connect 4 devices when considering I have a household of 7 who all have mobile phones and 4 smart tvs in the property this product would never of been suitable for our household needs. I called up within 1 month to explain that although the speed tests all show speed of 125 we were struggling to use our tvs and consoles that were upstairs to which I was told that i would need to upgrade to m350 at over double the cost and although they offer it at a discounted rate of £36pm for new customers as I was already with them since 1/8/2024 I wasn’t eligible and if I wasn’t happy with that I could terminate the contract by paying the exit fee which would be 17 x my monthly payment of £27. Absolutely disgusting service and miss selling I wouldn’t touch them with a barge pole !!!
Reviewer
Ava
Location
Cardiff
Date
05/09/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Would give 0 starts if possible. Avoid virgin media broadband at all cost. We are a busy university household (which isn’t even at capacity yet) therefore selected the correct broadband deal for our needs. For 2 months the WiFi has not worked in all of the rooms bar the room that the box is fitted. I have been calling virgin media for 2 months and still to this day have had no improvement of WiFi. The customer service has been terrible as not once have i spoken to the same person about our ongoing issues and no notes or complaints have been registered on their side therefore when I get offered a possible solution like a booster, it doesn’t arrive as they never made any notes to get it ordered. All the call handlers quote is what the ‘computer diagnostic’ says instead of listening to their paying customer who is experiencing there terrible service first hand. I have been offered £15 compensation when we have been paying £41.99 a month for our WiFi which is an insulting offer of compensation when the service they have provided has been giving 5% of the minimum guaranteed speed. Would love to cancel the contract and move to someone else however we don’t have a spare £300 to do so. Save yourself hours on the phone and do not use virgin media.
Reviewer
Lee
Location
London
Date
05/09/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Frustrated with Broadband Delays in London? Beware of Virgin Media
If you're considering broadband operators in London, you may want to think twice about Virgin Media. While their online sign-up process is straightforward, the service quickly becomes a series of frustrating delays. It's been over a week since I placed my order, and after an installer damaged my wall and failed to set up the connection, I'm now left waiting another week for any response.
Virgin Media's lack of urgency and poor customer care make it clear they aren't prioritizing their customers. If you're new to the UK or looking for reliable internet service, it might be worth exploring other options to avoid unnecessary stress.
Reviewer
John
Location
Sheffield
Date
04/09/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Can't speak to customer service to cancel my account one phrase sums my opinion up ' even Dick Turpin wore a mask'
Reviewer
Paul
Location
Macclesfield
Date
29/08/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Terrible customer service. It's always difficult to get through to customer services and there's no reason to stay loyal. They will increase the price enormously once your contract ends and make it difficult for you to cancel. Avoid them unless you want to go through major hassle at the end of your contract
Reviewer
Julie Down
Location
Winchester
Date
24/08/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
After renewing contract which I was quoted a reasonable cost we noticed a separate additional cost also.
So instead of paying £29 we were also paying £15.30.
After alot of phone calls to try to talk someone from the correct dept we were unknowingly sold a volt package which the extra charge was for a mobile sim card which we never asked for and did not receive.
Because we are in a 18th contract this extra payment has to be paid until then
Don't get caught the same as us.
Rip off provider.
Reviewer
Jamie
Location
Lancs
Date
11/08/2024
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Call center states they only support windows / Mac / ios and android. Therefore printers, TV’s, consoles etc are not covered for support. The TV, printer and PlayStation cannot connect to the internet through their hub (all worked fine with Sky).
Bottom line, don’t bother because when it doesn’t work it’s ‘not their fault’ because it’s not a supported device….
Reviewer
KK
Location
harrow
Date
08/08/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin Media customer services is non existent! I have been on the phone on to them for 2 hours at a time and they still can't resolve the issues. completely useless and the worst thing is every person they forward your call to starts by confirming your ID! had enough of this 'rubbish' service from a well known company so I left to a proper broadband provider.
KEEP AWAY FROM Virgin comms!!!!!!
Reviewer
Peter
Location
Portishead
Date
11/07/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
The Internet itself was fine most of the time but nowhere near the advertised speed or the speed the technician showed me with installation.
The new broadband technician said the virgin media installation at the exterior was shocking and that they removed some of our home insulation without replacing it or informing us of it.
The bill went up from 35 to 100 after the 18 month contract ended and you are forced to give 30 days notice so now I have to pay that amount a second time before I can leave.
They added a TV package that I never used, so I asked for a refund and cited the appropriate laws like the consumer rights act, and this was ignored.
Trying to cancel was a very bad experience. I had to verify myself 5 times, because I kept getting disconnected. The agents seem to drop your query almost at will and then you have to start all over again. The process for cancelling is awful. I probably won't consider virgin media again for a good 20 years or so.
Stay away.
Reviewer
Alfie
Location
CV1
Date
03/07/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Avoid this company at all costs
Reviewer
Chris
Location
SW14
Date
25/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
Due to price hike £29 to £63 I asked to reduce speed and price. They offered a higher speed at the same price or a lower speed at a higher price. The keep trying to sell you speeds that are not necessary. Takes ages to speak to a person who is following a script rather than listening to your questions. Awful customer service.
Reviewer
Rachelle Nrown
Location
Leeds 15
Date
23/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Arranged to get broadband fibre installed at my home. Booked on 4th June to have installed on the 24th June.
The external cable from the telegraph pole was connected around the 6th June. As the cable was running over the corner of a roof tile I contacted virgin. A engineer came out on the 19th June he was dismayed at how it had been done and said it would eventually fail.
On the morning of Sunday 23rd June I received a call from virgin to confirm my engineer would be calling the following day Monday 24th between 8 and 1 to see if someone would be at home I confirmed that I had taken a day off work to be available.
I asked when the issue with cable would be resolved, the virgin customer service rep put me on hold coming back a few minutes later and said that due to the cable issue they were rescheduling the internal connection I tried to explain that was not needed to be done prior to the internal work and had cancelled the install due the next day and would reschedule.
I tried to talk to the virgin rep but she didn’t understand what I was trying to explain and hung up.
I received a text message moments later with a new fit date over a week later.
I phoned the call centre moments later to try rectify the issue with absolutely no success or help.
This is my first dealing with the Virgin brand and my experience is probably the worst customer service I have ever received. We have cancelled our broad band contract with virgin. We did not recrive a retention phone call??
Stay well clear of the brand. If i could submit this form with no STARS i would
Reviewer
Farrah
Location
Leicestershire
Date
18/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Dear Virgin Media Customer Service,
I am writing to express my dissatisfaction with the service I have received following a power outage in my area on Saturday, June 15th. My Virgin Media router was damaged as a result of the power surge, and I have been without internet access since then.
Despite numerous phone calls to customer service, I have been unable to get the issue resolved. Appointments with technicians have been repeatedly canceled, and I have received conflicting information from different representatives.
I understand that this may be a larger problem in the area, but I am frustrated that other internet providers were able to resolve similar issues for their customers on the same day. I work from home and rely on the internet for my livelihood, and this prolonged outage is causing significant disruption to my work and personal life.
I am disappointed with the lack of urgency and effectiveness in resolving this issue. I would appreciate it if you could escalate my case and ensure that a technician is sent to my home as soon as possible to assess the damage and restore my internet service.
Thank you for your attention to this matter.
Sincerely,
Farrah
Reviewer
Maria
Location
Date
16/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Unfortunately unable to put minus 5 stars.. The biggest mistake I did and sign up with them, stay away at any cost..The bill is always wrong, every month calling them around 7-8times to get it sorted and fixed only to get same issues over next month and its now been 5 months. Their complaint department and customer services doesn't understand anything and all they do is escalating the issue after that telling you they tried to call but couldn't reach you so closing case and you are going same circle over and over.
Reviewer
Maria
Location
Date
16/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Unfortunately unable to put minus 5 stars.. The biggest mistake I did and sign up with them, stay away at any cost..The bill is always wrong, every month calling them around 7-8times to get it sorted and fixed only to get same issues over next month and its now been 5 months. Their complaint department and customer services doesn't understand anything and all they do is escalating the issue after that telling you they tried to call but couldn't reach you so closing case and you are going same circle over and over.
Reviewer
Kate
Location
Bristol
Date
14/06/2024
Comments:
Rated 1 out of 5 stars
Avoid !!!!!
Terrible customer service. Weird giggling agent telling me to find a boyfriend to help me pay my £63!!! Bill! Going round in circles. Wanted to cancel as was end of contract but she stuck a whole other contact on. Scammers tbh . Stressed right out .
Reviewer
Ershan
Location
Enfield
Date
07/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I had to cancel my services today because I am moving homes and where I am going my friends already have a connected active virgin media account. The company is trying to charge me £500 something for services until the end of my contact, as I ''do no wish to move my services to my new address''. Clearly the case is that I am unable to move my services, not that I do not wish to do so. Do I tell my friend to cancel his services so I can bring my ones over? This is ridiculous. The company is causing me stress and demanding for money I do not have - hence why I am moving out from my current home. How can you try to charge me for services I will not be using and cannot move with me? This company has no regard for customers and their situations- I will not be using them in the future.
Reviewer
jane
Location
north east
Date
07/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Issues with connectivity and speed ever since I switched to them a few months ago. Had 2 engineers out, had modem changed but issues persist. Booked 3rd engineer who never showed. Ofcom require automatic compensation for missed engineer appointments but Virgin denied culpability. Tried to end contract but Virgin said I would need to pay £320 early termination fee even though they have broken their own contract by failing to supply the required services set out in their contract.
The absolute worst internet provider I've ever come across and wish I'd just stayed with my last provider.
Reviewer
Michael
Location
Wimbledon
Date
04/06/2024
Ratings
Speed
3.00 stars
Reliability
3.00 stars
Comments:
They charge me £77 for the package that is advertised for £40 on their site. Contract has long expired, yet they refuse to renew the contract at £40. Even after to wrote to the Virgin Media CEO Lutz Schueler, he passed the message to complaints, and they never reply. Atrocious service. Don't even think of joining them and run at first opportunity.
Reviewer
Jon Madin
Location
Garden
Date
01/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Utter rubbish I am sat in my garden 12 ft away from the box so to speak and never knew Queen bohemian rhapsody was 86 minutes long!!.
It cuts out starts again, cits out starts again, cuts out starts again and repeats for that time frame, remember Norman Collier if you are old enough just like him.
Thought Sky was bad this is far worse.
You would be better throwing money out the window than have this poor performance.
Avoid Virgin.
Reviewer
MH
Location
Manchesfer
Date
01/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Worst ever, do not even think of using them
Reviewer
Sarah
Location
Bristol
Date
30/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I'm adding this review to as many sites as I can, I have decided to do as many sites as attempts I had to make to cancel my Virgin Media despite being out of contract.
So expensive! Always increasing the bills. Much cheaper elsewhere. Customer service awful. Took five calls and many Web chats to finally get cancelled. DO NOT BOTHER
EDIT: even after the 5th call we were sent ANOTHER contact to sign. Their cancellation centre is clearly up to something dodgy! I then tried to cancel on the web chat, was on the web chat for over an hour (remember I am out of contract), waiting and waiting while they make more promises that they are cancelling my contract. Assurances that its all done and an email will be with me within 48 hours. Guess what...
Email never comes! I ask for transcript of webchat (which you are given the option of in an email). Guess what...
The transcript never comes. I try again on the web chat exactly the same promises. They started by saying that they had no record of my cancellation. Luckily I took screen grabs of the first web chat as I just knew they were being dodgy. Then they did manage to find a record, after about another hour qnd refusing to leave the web chat until the email is sent (remember that I am out of contract) it finally arrives. Guess what...
The 30 day notice started on that date! So clearly there had never been a cancellation process started! Asked for a transcript. Guess what...
Transcript never came! Their customer services have clearly been out sourced to an unscrupulous, sales company who are lying and playing dirty tricks to make it difficult for you to cancel. I have made a data access request for all of the transcripts and recordings of calls. I have put in a customer service and a staff conduct complaint and intend to bundle all of the information up to make a complaint to Ofcom. Something needs to be done about this.
Reviewer
Hollie
Location
Essex
Date
29/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Virgin review
Broadband package deal came to an end so contacted customer service and spoke to Khutso (who was not helpful at all) 30 days prior to give my 30 days notice to cancel (as that’s what they require). I asked for an email address just to be told “virgin media does not have a email address” so cannot contact them that way to confirm in writing that I wanted to cancel. Received email confirmation on the same day (22nd April) of the cancellation and information regarding returning their kit. I contacted on 29th April just to confirm the cancellation however they kept cutting me off so I believed as I had the confirmation email, everything was processed! Today is the last day of the contract and still not received the return kit package so I contacted customer service just to be told that my cancellation had not been processed and I needed to give another 30 days notice! I was on the phone for a total of 45 minutes today just to be put on hold for the majority of that as they are “processing the cancellation”. I was then transferred to another team who didn’t answer the phone to speak to me. They just left me on mute and then eventually hung up on me! I tried to contact them back again but it kept cutting me off! How many times do I need to keep calling to speak to someone to get confirmation of cancellation!? Absolutely fed up and disgusted with the way I have been treated and quite clear they don’t like people to cancel because they don’t want to loose money so they just avoid speaking to them and hang up to make it more stressful for us! Absolutely disgusting customer service. I was going to take out another package deal once I had my new fixed address however after the stress of this, I absolutely will not be using virgin media again and certainly DO NOT RECOMMEND USING THEM!!
Reviewer
A.S.
Location
Lanarkshire
Date
24/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Recent change to virgin- internet spasmodic and unreliable- keeps turning off and I have to reset- AND it has never worked upstairs….. I’ve been provided with 2 pods and Virgin won’t supply the third pod we need (why??).
Waited for 4 hours today for an engineer we arranged two days ago to find out THEY cancelled without notifying us, despite no resolution to our problem- shockingly poor service. So no reliable internet for weeks now….
Virgins response- engineer in 3 days time (unless they cancel and don’t tell us) some customer service eh???
Reviewer
Daivydas Ajauskas
Location
Peterborough
Date
21/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Absolutely bad customer service and absolutely shocking contract. So my experience with the Virgin media business was very sad, they haven't contacted me before the end of contract and haven't contacted me after the contract ended, thought it's the law now, but they dont care. But when it came to me telling them Im leaving because my contract has ended a while now, they tried to keep me for 90 days ( which they said its the disconnection notice) which was noted in the contract, so they wanted me to uphold my part of the deal but they didn't care on upholding their part. After heated discussion with complaint department, they backed down and made me stay for 30 days... Now another disappointment with them was when they finally closed my account i was due 36£ but because they closed before refunding me they told me they cant give it back to me... So there you go Virgin media business is absolutely shocking business that doesn't care about the law their customers and steal their money in the end. Good luck to anyone that does business with them....
Reviewer
By
Location
Cambridge
Date
21/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Horrendous company. Just trying to move house, they offer no service in that area and want to charge me a calcellation fee when they know you cant. Charge me a month for 8 days service. Wont close you account for weeks after and want to charge you for it. Was told by customer service agents doesnt matter who calls you back you will still be treated the same, STAY AWAY FROM THEM. Even when you follow their process they charge you and then you will have to chase them for refunds. Hours on the phone, no questions answered difficult to understand operatives and will do anything to keep your money and keep you in contract at a property you dont even live in. Months of stress ahead now and also time to report to regulator.
Reviewer
Steven
Location
West london
Date
07/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
disgusting company that should be investigated.
Loyal customer for many years, thousands of pounds paid, but I found out how much of a scam company they are when I had to move house trying to cancel because virgin media are not in the new area where I'm relocating was an absolute nightmare going through WhatsApp messages speaking to people for hours being cut off being put on hold past around this went on for months. Then I was promised everything is cancelled and then I get a letter chasing me for money debt collectors pay that off then another letter comes again six months later. Absolute joke, very stressful. My credit score went from 900 points down to 480 and now I've got that on my credit report for six years, a default with missed payments disgusting company that should be investigated.
Reviewer
Ilenia
Location
Maidstone
Date
04/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I would not recommend Virgin Media to anyone! Their customer service is absolutely awful. It took 2 months to solve an issue that caused. I have wasted time and money just to be told lie after lie after lie. They are completely unreliable and not trustworthy.
Reviewer
Jackie Barker
Location
Ruislip
Date
03/05/2024
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Extremely difficult to speak to a person obviously designed to put off only the most persistent caller. Expensive and it appears Virgin expects you to complain about rising charges and will reduce them by a small margin quite willingly, only for the reduction to be whittled away in the next price rise.
Reviewer
Mike
Location
London
Date
01/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband price rises from £28 to £69. Call virgin media customer service, passed over 4 times and waiting for over an hour, the agent just hanged up and refused to cancel
Reviewer
K
Location
Suffolk
Date
28/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Honestly do not even think about using this unreliable poor customer service provider you will regret it
Reviewer
Ian finegan
Location
Summerseat
Date
25/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Dreadful, after poor installation the whole lot stopped working and I was without internet andtv for 3 weeks. Very amature installation with exposed cables outside and a protective cover that was hanging off. Nobody was willing to come and look at the mess, the customer service is by far the worst experience I’ve ever had, they could not care less and resolved nothing, nasty company, AVOID
Reviewer
Alex
Location
London
Date
21/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Constant service cuts of over 24 hours with no previous warning. Completely unreliable, had to pay for a second Internet connection as it was not possible to use this one. Avoid at all costs.
Reviewer
Madison
Location
London
Date
05/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid Virgin at all costs. They charge exorbitant fees to cancel the contract, but also charge ridiculous fees to do anything in general. We upgraded our broadband to the most costly package because our wifi was working so poorly. The upgrade didn’t help and customer service was not helpful whatsoever in trying to rectify the issue. They made us go through the whole process of using their app to assess the broadband in each room. The app showed the quality of our broadband was poor in more than half the rooms, yet we still didn’t qualify for wifi extenders to be installed. When we inquired further, we were told they could send an engineer, but if they “decided” nothing was wrong, they would charge us £25 for the visit. Absolutely ridiculous, don’t waste your money!
Reviewer
Sean
Location
Heartfordshire
Date
05/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
It isn't obvious but Virgin line quality is shockingly bad. Most of the time browser caches and video buffering will hide the line drop outs. Poor line quality is hell for VPNs required for working from home. Spending fifteen minutes waiting and wondering what is happening while the router resyncs and trying to work is frustrating. Also the DNS servers occasionally go offline which makes using the internet next to impossible, but you ARE still connected confusing support staff. And Virgin won't mention this.
Our Tech Support Staff echo the comments about Virgin being the worst broadband supplier. DON'T use Virgin for working from home.
Reviewer
Andrea
Location
London
Date
04/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Tempted by low prices and promise of fast speeds, I am now trapped in a hell of no or intermittent service, and non-existent technical and billing support. My broadband has been out completely for days on end, and also intermittently cutting out for over four weeks. Virgin neither warns, apologises, nor compensates us. I’ve had to conduct important meetings from my phone sitting on a wall outside the house.
When I have tried to contact them I get obsequious apologies and absolutely zero help. I submitted a complaint; they responded that “we just checked your service and it’s fine, we are closing this complaint” - even though their records should show that engineers and subcontractors had been sent to our road every day for two weeks! Oh and I got an email announcing an 8% price rise after another weekend with zero service.
In despair after an online presentation and online PhD examination had to be cancelled because of unplanned outages, I tried to cancel my contract. Was told I owed £200 in penalties for early cancellation. I refused to pay so much money for such a faulty product. They said, call 150 and speak to the technical team, maybe they can waive the extra fees. I can’t call 150 because my landline is out. So I call the costly number from my mobile and try to get through to technical support and get a recorded message - “there’s a fault in your area” - then bumped straight back to the main menu.
It’s impossible to speak to a human or get hold of anyone who will take responsibility or can help us. I have lost huge amounts of time and am going mad with stress and frustration. The worst consumer experience I’ve ever had, and it has been the same for every Virgin customer in my road - all of whom are switching at the first opportunity. If my suffering helps one other person to avoid this horrible catastrophe of a country, that would make me feel a bit better. The regulators should shut them down; they should go bankrupt.
Going to try to post this now before the broadband goes down again
Reviewer
Becky
Location
Staffs
Date
29/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I gave the engineer freedom to put the router in the best place and explained we'd had problems before with Wi-Fi reaching all areas of the house. He assured me their hub was the best on the market, with super strong reach and great connection speeds but that if we did struggle then Virgin would supply us with a free mesh pod to help. That was not true. The reach is worse than it was before and they want me to pay an extra £96 a year to improve it with their pod. When I asked to put a complaint in, I was told I'd get an email in response. I was not told the agent had closed it himself and marked it resolved without any such agreement with me. We've been a customer less than a week and I'm now trying to decide whether to use the 14 day cooling off period to go elsewhere or to stick with it and go to the Ombudsman. It's disgusting how poor the service has been and how bad the connection is.
Reviewer
Mark
Location
Leicester
Date
28/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
If you have a stable connection and all is working as it should there is no issue. I was happy for a long time. However when I tried to leave it all went wrong.
We are moving abroad so we had no choice but to cancel. As we knew we were leaving we let our contract expire, knowing Virgin did not operate in the country we are moving to ( thankfully!)
I gave 30 days notice as per my contract and told virgin we had sold our house and the sale was completing on 24th April. We were told it was fine and our purchasers then applied to move their services to the new address on 24th April. I have emails for both transactions. On Monday we woke to find all our services disconnected and this week I have tried to get them reinstated. It has been an absolute nightmare. Lies, broken promises, breach of contract aside there is absolutely no way to get my services back and the best they can odder by way of compensation IS THAT THEY WONT CHARGE US FOR THE REST OF OUR CONTRACT ( for services we have not had!!!)
Like many I am left wondering how their customer services have been allowed to get this bad.
Oversees call centres and limited access to systems aside I cannot believe they can cancel services with no notice, without redress to their own contract and just shrug and say tough when all I want is for them to honour their own contractual obligations.
This is a company to avoid. All the major customer review sites have them just above a 1. The only reason for that is you cannot score them as 0
AVOID AVOID AVOID
Reviewer
Saher
Location
Blackburn
Date
26/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
2.00 stars
Comments:
Absolutely shocking customer service and contract.
You should seriously consider before signing a contract with Virgin Media since the price IS NOT fixed. Unless you're happy to pay for more than what you've contracted for, go for it.
Also, their customer support is absolutely shocking. Cheap outsourced Indian call centre who read off a script.
Virgin Media simply doesn't have the reputation it used to have
Reviewer
Susan B Smith
Location
Stanley, Co Durham
Date
24/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I agreed in January to start in April but they wanted to start service in February and had an installation date of 24th Feb. So I cancelled immediately wrote to webservices, and rang customer services it was acknowldeged and so they did not turn up on the 24th Feb. I thought that was the end of it, but I was on holiday in March and webcam picked up workmen installng Virgin box to my property on the 12th March, without my knowledge or agreement atall. Infact I rang the police as I did not know it was Virgin at first. They confirmed on the phone that I had cancelled, and I wrote a formal letter of complaint as the Police stated it was trespass and 'criminal damage' to my property as they had drilled in to my brickwork. I have never redeived the Hub pack, router or anything else so no service, but today O2 rang me saying they wanted to give me a SIM to start my broadband service with Virgin and he insisted I was with them now. I told him that no permission had been given no notification at all to install equipment on my property was given to me and that I considered this to be ongoing aerial trespass and was seeking damages now. I asked him to feed that back. They are impossible to contact, leave you ages on the phone and pass you to other departments where you get cut off. Absolutely terrible I shall never recommend this company now.
Reviewer
Patrick
Location
Stourbridge
Date
24/03/2024
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Would give zero stars if it was possible. Absolutely shocking!! What has happened to virgin media?? Awful awful company. Shocking service in relation to the TV and broadband but also their customer service. Rude, constantly being cut off, being talked over trying to offer new packages instead of listening to the body of the actual complaint!! Will NEVER use virgin again. Hopefully the new companies on the block currently out rolling i.e BRSK who offer 1gb download speed will give us back the choice as virgin were the only ones to be able to offer these quicker speeds.
Avoid Virgin at all costs.....we had constant outages the online account was ridiculously difficult to try and find the link/button to log the complaint in order for them to acknowledge it even tho they email us to notify us that there is an outage or problem in the area. STAY AWAY FROM VIRGIN MEDIA it's really that simple.
Reviewer
Penelope
Location
Birmingham
Date
22/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Scammers. I rang to cancel 2 weeks ago (beginning of March). They've sent me a full bill for the whole month of April. They have a 30 day cancellation policy. It takes ages sorting things out on the live chat and yesterday evening didn't get any help at all. Furthermore, I was poorly when my contract ended and have been charged an extortionate amount since. AVoid avoid avoid.
Reviewer
Suruk
Location
Walsall
Date
18/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely awful and crooked company! Tried to charge me extra even after cancellation. 221.01!!! No help for loyal customers.
Reviewer
Rebecca Miller
Location
56 Chapel Lane, Uxbridge, Middlesex, UB8 3DS
Date
18/03/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
thankyou!
Reviewer
Donald
Location
Derbyshire
Date
15/03/2024
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been with Virgin for some time and everything was OK.
In the past 2 months that has changed. The broadband speed is daily below 120kbps!
I have complained several times. They keep suggesting it is due to my house position, wall, floors etc. However I explain the house has been here since before 1900, I am in the same room as the virgin hub and there has been no new buildings erected anywhere near me. I have explained this to their customer services several times. They won't give me a new hub and they simply insist I wait 24hrs, while they say they will fix the speed.
Sometimes they do seem to fix it, but it goes back to under 120kbps within a few days to a week.
They are not honouring the contract they set up with me and simply cause frustration and insult by repeating questions which suggest I have changed the location of my hub.
Remember this is not a satellite service. This is fibre optic.
I am within 10 feet of their hub, have visual contact with it and there are no walls or doors between my device and it.
Also, I am only running 2 devices. My cellphone and Amazon fire!
Abysmal
Virgin, fix this or give me my money back.
A totally disgusted customer.
Reviewer
Rich
Location
Hyde, cheshire
Date
15/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible company!
Poor speeds
Intermittent service constantly dropping out
30 day cancellation policy meaning they make you pay after you’ve cancelled!
Terrible customer service.
Avoid at all costs!
Reviewer
Paulo
Location
Swansea
Date
15/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Overcharged
Recently moved home and took virgin media with me from previous home. Since then charges have been coming every month with my bill and Virgin media don't seem able to explain why.
Reviewer
Vicky
Location
Date
14/03/2024
Comments:
Do not recommend using them !!!
Can you imagine, in autumn I have signed 18-month contract with fix monthly charge and guess what - 4 month later they are increasing prices and you got no right to cancel it even you cannot afford to pay new price!
Please run as far as possible from them as you can get much cheaper broadband and with proper contracts that got no surprises!
Reviewer
Laxma
Location
Solihull, United Kingdon
Date
11/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I wish I could have given zero starts to the customer retention policies. All deals are for new customers only. For loyal customers who have been with the company for longer years, it is nearly double the price for the same package. Ridiculous !!! Doesn't UK consumer rights not applicable for customer retention ?
Reviewer
Chenelle
Location
Salford
Date
07/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Horrible customer service. If you don’t watch what you order they will add more money to your service. They pass you from person to person very horrible. Customer service would never recommend them
Reviewer
GC
Location
UK
Date
07/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been a customer for 11 years (despite the unsolicited annoying quarterly calls to try and up sell me something). My contact ends in a month and the deal I want is ‘for new customers only’ with the offer to me (11 years loyalty) almost double! Time to go - what an awful company to deal with.
Reviewer
Holdab
Location
London
Date
06/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
How awful are you when I am unable to leave to leave your terrible and expensive service. Have tried to sort it out but have second rate service, no longer will I pay £65.by the way your customer service needs a lot to desired. As a which rep will be passing on your disinterest also your representative who immediately finished our conversation. I am afraid that this reflects on your poor customer service.
Reviewer
Micahl
Location
Telford
Date
05/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Attrocius customer service! Terrible Internet for the price paid. Router they send can't accept more then 10 connections, keeps disconnecting and has low range.
Reviewer
Sasikala
Location
Date
04/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
VIRGIN MEDIA IS THE WORST INTERNET PROVIDER
They lie on every single matter: external work, internal installation, billing, cancellation of the contract !
There is no ethics in this company, they don't have any respect for their customers
One advice; if there was an option of 0 star I would have given that AVOID
Reviewer
Laide
Location
Kent
Date
02/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I don't know why it's taken me so long to actually leave a review for Virgin Media considering the 2 times I've used their services, it had bwen the worst and ALL the times I have spoken to their customer service support staff, they're either rude, nonchalant or unapologetic.
I believe it's a reflection of the actual company itself. How a big global company can have a 1 star review from 65% of their customers and only 9% of cuatomers of the rest gave 5* to the technicians alone, and still be running is beyond me.
After my bad experience with the broadband in 2019, I thought to give them a try again after moving homes and they were practically supposed to be the fastest BB in the area, and it was more of a case of being left with no choice.
The installation process was fine, but the BB was extremely slow or barely working in some cases, and the free sim that cane with the package did not even work at all.
After the 1st year, I called at the beginning of October to cancel my subscription with them, and the lady I spoke to over the phone mentioned that the last bill I received will be my last bill simply because I pay in advance. She instructed to cancel the direct debit once the last payment has been made, which I did. She also mentioned any other bill after that I should not worry about as this usually comes but gets cancelled out as I had called in time to cancel the subscription.
A bill came in November that was more than usual bill, and a lover one in December (2 months after cancellation). The last bill was sent on the 8th of December, for paent on the 28th of December 2022.
Unbeknownst to me that Virgin had added to my record that I missed a payment in November and defaulted the december bill also, on the 12th of December 2022.
All the while, when my credit score went down in Jan 2023, I thought it was due to using my credit card a lot over Christmas. After a year of actively trying to build my credit back to excellent from poor, and absolutely no progress was made, I decided to look deeper into what was affecting my credit, and it turns out Virgin had added to my record that I missed a payment in November and defaulted the december bill. How do you default a bill on the 12th of December, it was sent on the 8th of December for payment by the 28th of December.
Over a year down the line, when I realised this, I gave them a call, they are telling me this bill was generated because Virgin was not able to close down my account and cancel the subscription when I requested for it, the said because they were transferring the landline number to the new provider, they were not able to cancel the subscription, which was not communicated to be in anyway, this then generated a new bill and I'm expected to pay it
Who gets a bill from an old provider 2 months later with no explanation, no calls, no emails, no text, nothing. And, when I have called to speak to them, all they can explain is that there's nothing they can do, it was my final bill, generated because they did not cancel the subscription when they were meant to, and I am to pay a bill that was generated by them.
There was absolutely no apologies, the phone call was disconnected multiple times, ai was on the phone for over 2hrs and there was absolutely no sokution offered for an inconvenience that they have caused that's affecting my livelihood and my children's.
I have several friends that have encountered exactly the same thing from Virgin Media and have left their credit in a really bad state, they have faced no consequences and continue to run as a global company.
This is atrocious, Virgin Media should not be allowed to bully normal vililians into paying they're trying to scam off them, all because they're able to mess up your name and your credit, they should not be trading as a company at all.
Reviewer
Leonardo Muniz
Location
London
Date
01/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID THIS SERVICES. Specially if you need it for.work. me and my Co-workers got totally compromised for they lack of professionalism.
I would never recommend toa friend or family member or anybody.
Reviewer
Andrew
Location
England
Date
29/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Why can't I put ZERO Stars
ZERO FOR CUSTOMER SERVICE
ZERO FOR LYING ABOUT MY CONTRACT, They say no rise on phone then send you a letter ONE week later
Philipino help line REFUSE to put you through to England, Refuse to cancel your account and then cut you off mid call. THERE IS NO ONE TO COMPLAIN TO I bet they call me when they notice I cancelled the Direct Debit
Reviewer
Martyn Woods
Location
Wrexham
Date
28/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I was tempted by the Virgin Media offer and agreed to move to them from Sky. An installation date was agreed. One day before the agreed installation date they messaged me to say additional work was required and moved the installation date 2 weeks. This will leave me with no broadband or TV package.
After phoning their "Customer Service team", waiting for long periods and then being passed from one department to another each with interminable waits listening to mindless music they are still unable to tell me when I will be connected. This is an absolute train smash as I work from home and they do not care. I have no mobile signal at home , so unable to use mobile data. I am doing my best to cancel.
Absolutely avoid at all costs. The are a disgrace.
Reviewer
Patricia
Location
Southampton
Date
24/02/2024
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I did a contract with virgin and the price was 55£ for broadband and tv. In the contract it says that the price would go up at month 19. But a few months after the contact done, they increased the payment 16% and said that it was the crisis and increased cost of something….this ia an abuse as this is not the normal increase due to inflation…..
I don’t care about the smalll letters in contracts saying that they can increase the prices durin the contracts. I just think that they don’t care about customers and they place this conditions in small letter on purpose to increase prices whenever they can for the most stupid reasons they can find.
Very disappointing
Patricia Duarte
Reviewer
Jola
Location
London
Date
22/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very poor service, loads of empty promises of help - ignorance from the team - would t recommend to anyone
Reviewer
Dave
Location
Bristol
Date
22/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Customer service is the absolute worst.
Nothing has ever been so slow!
Reviewer
charlie quick
Location
London
Date
19/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
ABSOLUTELY AWFUL. broadband speeds are a lie, they are no where near what they promise and the customer service is so awful it boarders on criminal. DO NOT USE VIRGIN BROADBAND
Reviewer
Angdan
Location
Scotland
Date
15/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I received a renewal invite to renew at same cost of £45 per month with an 18 month contract, however when reviewing the contract it appears they had drastically cut my services to get the £45 per month, very sneaky! I went onto an online chat who confirmed my renewal would in fact be £166.25 per month and after a very long conversation I was advised I was currently paying £92.32 (not true), it was then reduced to £76.75 and after more conversations via online chat and telephone calls reduced to approx £56. I have decided to cancel with Virgin Media due to these stupid conversations every time the contract is up for renewal.
At the end I gave them their 30 day notice however I was then advised I would have to pay a termination fee but it would get refunded approx. 45 days later, there is no way I will be paying a termination fee and waiting for a refund, direct debit has been cancelled. I have no idea why my monthly fee was being increased by almost 370% (from £45 to £166.25 per month) especially during this dreadful era where people are struggling.
I think we need to highlight the measures they are going to get more money out of loyal customers (I have been a customer for almost 30 years). New customers get treated better with much better deals. Shame on Virgin!!
I will be very glad not to have these unnecessary conversations every year and be treated the way ALL customers should with another provider. My advice would be to stay clear of Virgin Media as they are clearly out to rip existing customer off!!
I will be writing this review on as many review sites as I can to alert as many people as I can!
Reviewer
David Purton
Location
AL5 1SS
Date
09/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Crooks. Changed my package 3 days before the expiration of the paid for 30 day rolling programme period...and I still owed them £69 according to them...
Worst company to deal with on the planet....Go with anybody else other than this bunch of profiteering crooks
Comments: