Virgin Media Broadband Reviews

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

Recent Customer Ratings for Virgin Media

  • Satisfaction
    3 stars
  • Customer Service
    2.8 stars
  • Speed
    3.2 stars
  • Reliability
    3 stars

Based on 2698 customer ratings since 2021-08-12 (Show all time ratings)

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Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

4,224 Customer Reviews over 106 pages

  • Reviewer
    Location
    Wakefield
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Poor internet connection and unprofessional customer service. Not reliable.

    I moved home recently and notified VM well in time. I was assured in every communication that the installation is going as per initially planned date and nearly 1 business day before I was given the shock by email that the installation has been postponed. I stayed on calls for hours without a resolution or support for the time being. No one apologies either for this mess. Another disappointment came in when my connection was disconnected a day before expected despite my special instructions to the web chat team when I notified about the move. My wife and i work from home and dependent on internet. Rather than working and thinking out our move I again stayed on calls for hours to get this sorted. Not surprised that had not received a satisfactory resolution. I had to buy a temporary portable WiFi from another provider for interim internet service. My installation was rescheduled twice and now temporarily suspended till further notice. We have now moved to another reliable provider.
  • Reviewer
    Location
    Bracknell
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    ruined by terrible customer service.
  • Reviewer
    Location
    Brighton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    If I could give zero stars I would
    If I could give zero stars I would. 3 whole days on their ‘helpline’ and over 300 WhatsApp messages and still no answer to a really simple question. HOW do I leave? I refuse to pay double the price they are advertising to new customers
  • Reviewer
    Location
    England
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Reported to ICO, Trading Standards and CISAS (all regulators)

    Shocking service. Swore at me over the phone, and now will not provide their recorded calls for me to use. Wont answer to Subject Access Requests either.

    People need to do the same to make the regulators aware.
  • Reviewer
    Location
    WARRINGTON
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      1 star
    Comments
    Cabled broadband is good. That's about all there is for this company., We've been with Virgin Media for a very long time, but during the last 2 years the customer service has got worse and worse. Just when you think it can't get any worse, it does.
    Switching was difficult. They claimed we signed a new contract for a phone line only, which we didn't. We cancelled everything. We spent hours and hours on the phone. If you're transferred and they can't persuade you to stay or to buy something else, they cut you off. Happened to us too many times to be a coincidence.
    Wireless connection is poor, you can't even get it at the back of the house. They sent us a pod, but it didn't help. Our internet box has been on the blink for a year, but they won't send us a new one. The engineer came and put in a new cable. It wasn't the cable, we all knew that before he started.
    To make it all worse, when we finally got it sorted (we think, though there's no guarantee) they sent us an email to get their kit back and none of the links in the email work. There is no email address you can actually write to, and if you try the "speak to a person" link on the website, you're told to install and use What's App instead.
    Don't use Virgin. Just don't.
  • Reviewer
    Location
    Mottingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      5 stars
    • Reliability
      2 stars
    Comments
    every year the price goes up.to talk to a live person in case of a problem with the service, you need to call several times.lately, there is very often no internet
  • Reviewer
    Location
    North Somerset
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Appalling customer service, call centre is in the Philippines, so line is distorted keeps dropping out. I called to cancel my installation many times, call kept dropping out, they don’t ring you back and read from a script when you ring back and try to tell them this is the fifth phone call to cancel installation and keep putting you through to different departments and every time you have to go through security with each department, even though it’s the same phone call. So glad I didn’t end up having my broadband with them, lucky escape.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Don’t trust this company they thief’s
    I renew my contract 18 months ago with them they offered me £28 a month faster 2 month start taking £59 a month after 12 month start charging £69 I called them from first month every time they lie do you want to lose is your choice I’ll pass this message to everyone to not get ripped off by them
    I don’t want to hear Virgin Media anymore in my life
    Don’t trust them when they try to renew your contract with new offer they all lying to keep you once you sign new contracts you’re stuck with them for another 18 month and you give them permission to rip you off.
  • Reviewer
    Location
    Hove
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely disgusted by Virgin Media DO NOT USE AS A PROVIDER. I’ve had an ongoing complaint with them since November. They confirmed they have to resolve complaints within 14 days and in January as it had been 2 months they took full responsibility of their internal failings and cleared the full balance on my account (I received a letter in Jan confirming this). Virgin illegally sent my account balance to an external debt collection company when the complaint was still active and without my knowledge. They apologised and admitted their error and said their Credit File Amendments team would remove this from my credit record within 21 days. 2 months later and multiple emails to that team, they have not responded once or tried to resolve. After calling Virgin multiple times this month they said the balance they confirmed they cleared in January is still pending and their Credit File Amendments team haven’t resolved their error. The worse customer service of any company that have damaged my credit record through no fault of my own and after 4 months I’m still chasing them to resolve!!
  • Reviewer
    Location
    Bedford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Although the broadband is ok I could never use this company again because of the sheer pain of leaving. You cannot communicate termination online, only via phone (chargeable number to many mobiles and huge waits, disconnections etc) and post (really?). After all that they have then charged me an early disconnection fee - my contract had finished but the difficultly in the process meant I hadn't provided the full 30 days. There is more but you get the idea...
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Worst Customer Service I have seen in my life time. Take my word, stay away from this company, any other internet provider will be better. Can not wait for my contract to end and I will stay well clear of this company.
  • Reviewer
    Location
    Dunfermline
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Following announcements of the price rises at the beginning of the year, phoned to end my contract with no penalty. Was assured this would be actioned. Two days later received an email saying I’d signed a new contract. Complete lies and fantasy. After two weeks, when notice of cancellation still hadn’t shown up on online account phoned again to complain. Despite two weeks remaining of the notice period my TV and internet were terminated that evening leaving me unable to work, shop or even call the company to complain. Shocking service and probably not even legal. To add insult to injury, Virgin then took a direct debit covering the period after the service had been terminated. They then sent someone the very next day to my house to collect the router and TV box before I’d even had s chance to unplug them. Talk about keen! At considerable expense I then paid to have an emergency phone line installed by BT Openreach so I could have some kind of Broadband service then called Virgin AGAIN who told me I was in credit and they would return the credit balance by cheque in FOUR MONTHS. In total spent over six HOURS on the phone, was without internet or phone for 4 days so unable to call emergency services when my daughter was taken ill. Unable to work from home so forced to take unpaid leave. Wasn’t once able to talk to anyone with even a basic command of English and fed up of messages telling me staff were busy and to go online when I had no internet and no router as they’d taken that as well. I cannot urge you in any stronger terms to stay away from this company if you value your sanity and safety and security of your family. I haven’t even had anything g resembling an apology and they kept sending me emails even now asking me to recommend them to friends. You couldn’t make it up.
  • Reviewer
    Location
    COVENTRY
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Signed up with Virgin about 4yrs ago and service went from bad to worse but couldn't stand the hassle of moving. Eventually with constant issues of no broadband and unable to get hold of these guys when you need help I decided I had no choice to leave. They are shocking at customer service they don't know what the meaning is. I spent 3Wks trying to get through to them for help which even that was poor and went days without Internet hoping it might suddenly return. I then tried to call to cancel, I got cut off and kept on hold for over an hour each attempt. I would suggest anyone is better than Virgin so don't waste your money, to e and effort with them...
  • Reviewer
    Location
    Huddersfield
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Unprofessional and Dishonest Company.I contacted virgin to discuss a contract renewal and agreed a price for the same services as i am on now of £85.got a contract the next day 1st payment £107 then £95 per month.so called retentions team and spoke to Carolina in India I think andasked to cancel the contract.she said she could beat that price with all the same services and quoted me £55.25 per month which I agreed.today I get a new contract next bill £161 77 and then £135.50 per month.there is something going drastically wrong with this dishonest company and after been with them since the ntl World days I am now when I can get through cancelling my contract.
  • Reviewer
    Location
    macclesfield
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      2 stars
    • Reliability
      4 stars
    Comments
    Solid and dependable but very average wi fi strength and speed compared to BT
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I was moving into my new house on 20th, I purchased the Virgin Media Plan on 14th February. I was told earliest installation date will be 02nd March. Because of storm, I understood okay, I somehow managed days in between by mobile hotspot (bought a range extender as well because mobile network is not available in all rooms) and daily 3 GBP I started spending for internet to do Work from Home.
    As it was 1st March, I was waiting for next day when wifi will be installed and things will be relaxing, I got a call from installation team on 1st March at 18:45 informing me, Sorry, your address is not serviceable and we have cancelled your installation request!!!
    It took them 2 weeks to say that.

    How disappointing. I am just giving 3 stars to speed and reliability because I have used it in past. But, this time my experience was so bad, I have suffered financial losses during this time and will be suffering a little more till the time wifi gets installed. They're just sorry for inconvenience.

    They're very quick in taking payments and setting Direct Debits though!
  • Reviewer
    Location
    SOUTHAMPTON
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If I could leave zero stars, I would. I have been with then for over 10 years but this is it. They disconnected me for no reason. I called to cancel my contract and I had 30 days cancellation period from date of call but to my surprise, they disconnected me in less than 24hrs working day. I called on a Friday evening n I was disconnected Monday evening. Since then I have been calling and they keep passing me from one perso to the next. The most annoying thing is they all say I have been reconnected and should use the Internet in few hours but when I called again the next day, I was told nothing has been done and I am still disconnected. Why lie? Avoid at all cost. Service is always down everyday anyways!
  • Reviewer
    Location
    West midlands
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Virgin media is absolutely ****. Do not ever go with them. Main lines been damaged for 2 months. After 2 visits they realised the main lines have been damaged. Now after three weeks they rescheduled the appointment and postponed for another 4 weeks. What a joke! I call customer service up and they just say nothing can be done. They didn’t notify me about the rescheduling.

    But imagine 2 months without stable wifi. WHAT A JOKE!
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    One word. Crooks. Virgin media is the crook of the year. High fees with low internet speed. When I filed a complain about my on going slow speed, I was told if the speed suffice when they do their assessments, they will issue my refunds. (I pay for 350 MB download speed, I get 80 MB on lucky days, the minimum I should get is 180MB as said on the contract). Coincidentally on the week they test my network, my network speed exceeds 375 MB....no issue was given except the fine that was given in for putting in cancellation notice a month before my contract ends.

    In terms of network reliability, expect a wifi cut out in the middle of your movie.

    Customer Service was somewhat ok, it's not really their fault, they do try to help. Some however, seems pretty clueless. I hope this post saves you the trouble.
  • Reviewer
    Location
    London SE10
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    Comments
    BEFORE YOU CHOOSE VIRGIN MEDIA PLEASE HAVE A READ OF MY EXPERIENCE SO FAR

    I have had the most horrid experience with trying to get Virgin Media broadband, I signed up on 11 January and was told that I would be up and running on the 29th January,
    It is now 28 January and all I have got from Virgin is Lie after Lie after lie, pre-installation team blaming construction team saying the road outside my house needs to be dug, up. after many, many calls to the preinstallation team, I finally got to speak to the construction team who clarified that AT NO TIME DID THET GET ANY REQUEST FOR WORKS OUTSIDE MY PROPERTY and that all it required was minor works, I was supposed to have engineers allocated to me on the following timeline
    Saturday 19th - this was cancelled as apparently, they had engineers coming on 21 Feb
    Monday 21 Feb - No-one turned up to do the minor works, rebooked for 25th
    Friday 25th - I have been advised engineer turned up but did no work, took some pictures of where the cables need to go, bear in mind he was supposed to be coming to do the cable work. rebooked for Monday 28th
    Monday 28th - it is now 15:45 - I spoke to the preinstallation team again and have been told that an engineer has been allocated to me for the cabling works but they have no update as yet.
    I am supposed to have the Equipment installed tomorrow - this installation has been delayed and pushed back at least 6 times all because the pre enablement engineers keep not showing up or if they do, they do not carry out the works that are required. so who thinks the engineer will actually turn up before 6pm today 28th February.
    I have had to ask for time off work several times because I was promised whole-heartedly by the preinstallation team that the works will be done each time and the installation engineers will not be canceled and rebooked but each time it got canceled and rebooked, so again I have asked for time off from work tomorrow but I have the feeling that it will not be installed tomorrow.
    The preinstallation team has emailed and tried to call the so-called pre- enablement teams area managers, but guess what they can't get through and have no reply to any emails.
    This is by far the worst experience I have had trying to get Internet installed, worse than Talk Talk and Vodafone, so before you decide to get Virgin Media broadband, make sure you are willing to get angry, frustrated, your time wasted, and be lied to time and time again, I have reached my limit if the equipment is not installed tomorrow I will cancel my order and post my story on every social media outlet I can find

    Update
    I have now cancelled my order because Virgin media use 3rd party rubbish engineers, their so-called engineer has reported that the box they need to access is on a constructions site which is a load of rubbish, first, it was my road needs to be dug up, then they do not know where the box is, then it was minor works,, pictures were apparently taken of where the cables can come in and NOW THIS RUBBISH about a construction site, I will never ever recommend virgin media and I promise I will leave a horrible review on every review site and social media site I can find to warn others of the horrendous and disgusting service provided by their 3rd party and their own Engineers
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Really frustrating and sad how easy and simple it is to set up an account vs cancelling it. I will never take Virgin media again as a broadband provider
  • Reviewer
    Location
    Glasgow
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid these guys at all costs. I placed an order for virgin broadband and arranged the installation to be done on a Saturday morning as I wanted to be in rather than my wife as I knew they would need to lift a section of the mono driveway. I received several texts the week leading up to the install asking if that date still suited and there Covid rules.

    On the morning I got up early to make sure cars etc was removed from the driveway and then waited for 5 hours for them to turn up, but they never did

    On phoning them after an hour I was told the that install had been cancelled due to their 3rd party contacts saying that they couldn’t do the job due to the shared driveway and it being mono-blocked. This apparently had been decided by them on Friday but they never contacted me to advise this and in fact I have checked my cameras at the house and can’t even see them looking at the job.

    What a wasted day for me and my family
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Awful, very slow speeds and completely inconsistent. Regularly cut out. They seemed cheap at first by tried to increase the price every year. Each time we had to call them to cancel and they would offer us the same deal or £1 or £2 more expensive each month. we stayed with them for 4 years as we didn't want the hassle of moving. We've now changed ISP and get twice the speed for cheaper. they would throttle your speed if you download anything too large (updating my Mac's OS throttled the speed for three days) and would randomly cut out service. The download speed we got on a daily basis is 1/8th the speed they claim to offer, if we were lucky. Never again
  • Reviewer
    Location
    Northern Ireland
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    As with other comments made, I strongly recommend, DO NOT GET A VIRGIN MEDIA CONTRACT. They make promises they do not keep. We where told we could ask for up to three free plug in boosters to help with reaching all rooms in our bungalow with a strong WiFi connection then on asking for them we were told it would be an extra £5 per booster per month !!!!! Then when you try to complain you get someone from Asia telling you I don’t no what…. The only problem is who do you go to instead, they are all the bloody same.
  • Reviewer
    Location
    Wolverhampton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    Good broadband when it's working but when it goes down the customer service is abysmal.Understanding them is the first problem,then you have to tell each customer service staff over and over again about your problems. Our internet was down at 8.15 am and still down at 6pm.Phoned them and went through the normal unplug, reset routine, still didn't work so they told me to leave it for 24 hours and see if that makes it work. 24 hours not from 8.15 but from 6pm.This happens at least once every 2 months. Rubbish customer service
  • Reviewer
    Location
    Newmarket
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Virgin Media’s website is a mess. Trying to pay the monthly bill consistently every month requires a phone call to a customer service representative (who states they have no complaints). The bill online that is shown is from a year ago. It never updates (several computers / browsers show same thing. They said I should install their app. The app states the app is not available in my country or region. I’m in the UK with a UK phone number and the region on the phone is set on the UK. I’ve had their service for almost a year and nothing has changed. Going to drop their service as soon as our contract expires.
  • Reviewer
    Location
    Tamworth
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    ***AVOID AT ALL COST***

    Took out an 18 month contact with Virgin for 100mb broadband for £26.25pm, but every 3 months I’d receive a letter telling me that they intended to increase my bill by £3. This happened many times and each time it did happen it took a 1-2hr phone call waiting in a queue to remind them of the original 18 month contract. The customer services have been contracted out to India so most occasions you are left trying to resolve the issue with someone with poor English communication skills.

    When I did eventually get to the end of the last 18 month contract I arranged for immediate disconnection but was then bombarded by text messages and phone calls by someone from the U.K. with perfect English communication skills. They eventually offered me an 18 month contract for 100mb broadband for only £17 but I decided to leave anyway because I know from their previous track record that they will not honour the deal.

    In total I was with virgin for 8 years, in that time I saw the customer services freefall to a hellish level where I dreaded contacting them.

    They offer good deals to new customers but treat existing customers in an appalling manner.

    Getting disconnected from virgin media felt like being told by your doctor that you have been cured of cancer.

    ***AVOID AT ALL COSTS - THERE ARE FAR BETTER COMPANIES OUT THERE !!! ***
  • Reviewer
    Location
    macclesfield
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      4 stars
    • Speed
      2 stars
    • Reliability
      4 stars
    Comments
    Recently switched to BT. Though in theory VM broadband is generally the fastest available unfortunately its let down by its hubs. Wi Fi though not awful is pretty poor. BT and SKY wi fi speeds and VM hands down for speed. That said VM was a solid service, very reliable
  • Reviewer
    Location
    Manchester
    Reviewing
    Virgin Media
    Date
    Comments
    Do not lined this company's pockets any more!

    Only got 1 star because I had to but really it's so not deserved.

    I started with this company in January 2022 and had an intermittent wireless connection from day 1. Poor connection via the ethernet cable and can't even log in to My Account as it say "Oops, something's wrong". Took nearly 2 weeks to get through to customer services. Kept being passed from pillar to post, with nobody knowing what the call was about. No notes being made for other agents to see or understand any of the issues and what had been done. One agent promised a call back with 24 hours and I had to call back after 3 days then the call back happen 6 days later. I was promised to be compensated for my calls to them and loss of service, only to now say they will do nothing as it was not a complete loss of service.
    So being sat a home not being able to work, watch any TV or use my phone on WiFi in the next room for 3 weeks means I am meant to pay for, not 1 but 2 months at £50. If I want to leave I have to pay over £200 and I can't make a complaint without setting a call back to resolve an issue they already said they don't have to resolve because it's sorted now! Makes no sense but as long as my pockets get thin and theirs get thicker right? Make this make sense as I am currently paying for Virgin Media to take the p*** out of me!
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Comments
    Rather defecate on my hands and clap than use this provider again. Their customer service is appalling. You cannot use the phone service if you do not have access to your password (which you cannot reset), you cannot call a member of staff and can only communicate via letter and a very intermittent WhatsApp service. I'm livid that I ever gave virgin the time of day as a broadband provider. There seems to be a total disregard and reluctance to communicate with customers. They failed to give me 30 days notice (legal requirement) that the fees would increase from £27 per month to £51. It took over 48 hours to get hold of a member of staff using their portal chat service. The service I did receive was non coherent and misspelled, and did not solve any issues I had.
  • Reviewer
    Location
    St Ives, Cambs
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Absolutely awful customer service and I was previously a BT customer - so that is saying something. Broadband speeds never approached those marketed and Virgin progressively increased prices until they were double the local alternatives. Over-hyped and full of corporate BS (' customer service responses are not immediate, allowing you to get on with your day') Pull the other one Virgin - your service is a disgrace.
  • Reviewer
    Location
    NORWICH
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I paid my full old bill of £93 more than 10 days before (2 February), £78 paid and £15 of wrong late payment fee scrapped, then change my contract for a new 18 months contract of £23 instead of £39 before as I cancelled some TV and landline phone services, all starting on 3rd February
    BUT STILL I AM REQUESTED TO PAY MY £93 OLD FULL BILL ALREADY PAID with a new threat of 7.50 late payment fee AND STILL I AM ASKED TO PAY THE £39 MONTHLY INSTEAD OF THE NEW £23 AGREED CONTRACT!!!
    And this, even after having called them 2 days ago again, spike to 4 different services during more than 1 hour and promised that it has been amended and that a manager would call me..
    Virgin Media should stop using their Indian calling center. Useless
  • Reviewer
    Location
    Belfast
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Honestly regret getting Virgin Media. It cuts out every day for a good 30 minutes and sometimes I’ll have no internet connection for hours. It is beyond ridiculous. We have had people come out and try sort out the problem but to be honest they have no clue what they are doing.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    VirginMedia are the Mafia of the broadband world Following the procedure to cancel the contract and having spoken with the customer services, I was told that the service was disconnected and I wont be charged extra from that point on wards.
    They still took £56 pounds , upon calling them I am told, account is still active and will stay active for another 3 months. Been on the call with different departments for past 1.5hrs.
    They then leave you on hold for you to get so frustrated that you hang up and they keep robbing you further. Please avoid these thieves . Virgin Media , you are the worst services provider across UK
  • Reviewer
    Location
    liverpool
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    PLEASE PLEASE do not use this company. Like many other ex customers on here it is an absolute nightmare trying to leave them.I have been on the phone (passed from pillar to post), written letters which are ignored, been on live chat and recently been on WhatsApp from Thursday through to Monday, including Saturday and Sunday.Their messages make no sense at all and they are billing me in advance for services I have cancelled and should not be paying for.I cancelled from 6th Feb and they are charging me for the whole month, March, April and May.I have cancelled my direct debit and waiting for them to sue me for non payment for non existing services....I am keeping a record of all the WhatsApp messages and will be sending them to my MP to peruse. If there isn't a law covering this sort of exploitative tactics by companies then there should be.They are absolute charlatans and their customer service is an joke.....unless you are signing up with them of course!
  • Reviewer
    Location
    Watford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely terrible (that's the polite word) company. The worst broadband provider I've been with.
    They have the worse customer service team who only follow an on screen process.

    I have been without internet for 2 weeks, I have had 3 technician visits, all of which I have had to wait at least 48hours when making the appointment for, and each one of them have turned up late without any notice to us on their whereabouts.

    Each technician tries to resolve the problem, says it is fixed, does not wait around to check as I requested, 15mins later the same interenet issues start to happen. I then wait hours to get in touch with the call centre who then spend hours trying to identify my account, and check the router from their location.

    They have bene absolutely useless at resolving the problem and make it a prioetiy, each time I call the call centre worker acts as if this is a new issue, I have been without internet for weeks this is not a standard case. And apparently there is no management to pass the case to.

    I would say this is the worse customer service ever experienced, they have lost my business and will continue to lose more.
  • Reviewer
    Location
    Sheffield
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    True my shocking doesn’t quite cover it. New customer and had a query on a landline which Talk Talk wanted to know (current provider) when I finally got through after hours of waiting the person whilst used the English language clearly had different definitions to me. I would say ‘no’ and she proceeded as if I had said yes. Waste of time shysters.
  • Reviewer
    Location
    UK
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    AVOID AVOID AVOID

    Had to take them to CISAS due to their incompetence and appalling customer service, Conclusion from CISAS

    a. The company has broken a term of the contract and has failed in its duty of care to the
    customer.
    b. The reasons given by the customer are sufficient for the company to remove the ETF or
    termination fee from his account, provide a written apology and pay compensation of
    £75.00.
    11. Therefore, my decision is that the company shall remove the ETF, provide a written apology and
    pay compensation of £75.00.

    If your a customer don't put up with their crap and if your not don't join them!
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    An awful unstable service which had a detrimental impact on my revenue streams (I facilitate workshops virtually).

    Despite a speed test saying there was 300MB+ download it could take a minute to download a webpage, would simply stop working at times, the hub would turn off or start flashing a different colour.

    I am going back to BT which is 10% of the speed (40MB not 400MB) and a little more expensive but we had it for 5 years before Vorgin without a single incident.

    Virgin - it is just embarrassing. I've done video calls on 4G with one bar at a higher quality than your 400MB wifi.
  • Reviewer
    Location
    Ch430rp
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Constantly drops out and no success with the help line and engineers to sort the problem. Will have to change provider

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