4,684 Customer Reviews over 118 pages
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- Location
- Reviewing
- Virgin Media
- Date
- 2018-08-23
- Comments
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The speed was alright, but it constantly stopped working, as in the internet would always cut off. I had BT for a year and it was faster and was very reliable, I will be switching back soon enough.
- Location
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- Location
- Shoreham-by-Sea
- Reviewing
- Virgin Media
- Date
- 2021-01-10
- Comments
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Have never got anywhere near the 100 MPs I'm paying for:-currently 12 to 17Mps download,i.e.only about twice what an old dial up phone line would give. Frequent total failure of internet causing warning messages from my security cameras to be sent that they're offline. Slow speeds also mean Zoom meetings almost unusable at times due to screen freeze and loss of audio. Useless is too mild a term to use about them.
- Location
-
- Location
- Coventry
- Reviewing
- Virgin Media
- Date
- 2016-02-07
- Comments
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When it works, it works well. But for 75% of the time, it is useless! Paying £41 a month and the internet breaks every single day, without fail. The ping is never stable, making any sort of gaming impossible (ranges from 20-140). Currently got 60 ping and 4 mbps download. Should be 75mbps...
On average 3 times a week the router has to be reset, sometimes twice a day. Constant disconnections. So unreliable. 1 star is too much. If you get any work that has to be done now and for tomorrow, the router will fail you.
DO NOT GET Virgin media's Broadband. Causes too much stress for the little while it does work.
- Location
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- Location
- london
- Reviewing
- Virgin Media
- Date
- 2023-02-10
- Location
-
- Location
- Doncaster
- Reviewing
- Virgin Media
- Date
- 2018-04-21
- Comments
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My mother-in-law has been diagnosed with dementia and is having difficulty using the virgin system so we have tried to simplify everything for her. Tried to cancel everything except phone and they say they want £139 cancellation fee what is going on at virgin ?
If everything is still the same in 12 months we will be leaving virgin and I won't be recommending virgin to anyone.
- Location
-
- Location
- exeter
- Reviewing
- Virgin Media
- Date
- 2024-01-26
- Comments
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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; AVOID
- Location
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- Location
- Herts
- Reviewing
- Virgin Media
- Date
- 2022-06-07
- Comments
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Wifi frequently cuts out. Virgin will charge £40 if no fault found, but as its intermittent, that relies on the technician working out the issue whilst they visit. Customer support slow to respond
- Location
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- Location
- WN7
- Reviewing
- Virgin Media
- Date
- 2016-02-16
- Comments
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Paying for 50mps, getting around 2mbs. They changed my router with no effect. Supposed to be increasing to 70mbs next month, might 3mbs if I'm lucky.
- Location
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- Location
- Huddersfield
- Reviewing
- Virgin Media
- Date
- 2015-04-03
- Comments
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I'd like to know why as a long standing loyal and overcharged customer, it's going to cost me a lot more to upgrade from my outdated box with a shocking performing router to TiVo, than the price new customers can get.
Maybe my call to Virgin Media should have been a demand to replace the shoddy Netgear router than to offer them an extended contract. They were blatant in their admission that if you've spend thousands with us over the last few years (£10k my current spend), the thanks is paying a higher price than if you've just stumbled upon Virgin Media.
Not good enough
- Location
-
- Location
- coventry
- Reviewing
- Virgin Media
- Date
- 2015-03-15
- Comments
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I don't understand why is the Virgin media infrastructure not aligned with customer needs, perhaps they shouldn't connect too many customers to one point at their network which is overloaded and causing really slow speeds at peak times 10mbit on 100mbit service (peak = most of the day except 11pm till 6 am). I used to have BT infinity 76mbit and that was at nearly full speed 24/7. AVOID VIRGIN MEDIA AT ALL COSTS. Customers which are getting what they paid for are scarce and they should be considered lucky as there are probably not too many neighbours (burned by Virgin and switched to others) which are using Virgin connection and therefore connection is not congested.
- Location
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- Location
- Edinburgh
- Reviewing
- Virgin Media
- Date
- 2018-07-04
- Comments
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My beef is this. I have a home office but often work away from home. I also need to divert my phone from time to time to a colleague. Virgin have a phone divert package - although it took endless calls and research on line to find this out - however, you can only operate it by physically standing in front of your landline and punching in the divert codes. All other telephony companies I have used in the past offered a package with a remote call divert on-off option. But NOT Virgin. Not only that, but their call divert fee is higher! I have to text a housemate every time and get them to do it. Also, the call divert is just a couple of clicks (no vice saying that it has happened), so sometimes you think it's switched over, when it hasn't. Really primitive.Poor.
- Location
-
- Location
- gloucester
- Reviewing
- Virgin Media
- Date
- 2012-05-01
- Comments
-
I pay for 'up to 60mb broadband, it has never dropped
(on test) below 59.74mb and as high as 63.2! 5 stars for this service.
- Location
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- Location
- Wiltshire
- Reviewing
- Virgin Media
- Date
- 2020-02-13
- Comments
-
AVOID AVOID AVOID AVOID AVOID,
I was due to have my broadband installed at 1 p.m. today only to be told the installer had not been left a connection and was unable to do it. Since then i have spent the last 5 Hours making phone calls and being promised call backs that don't come, you get pushed from one person to the next and asked your details over and over again with not one of them being capable of giving an answer, I never leave reviews but feel on this occasion I had to share how bad this company is, in the last phone call i asked 6 people to put me through to the complaints department without ever getting there.I had cancelled my previous provider from today so I am now left with no internet my previous provider has told me it will take 2 weeks to reinstate the service so thank you very much. I will not be using virgin media now or ever in the future.
- Location
-
- Location
- Warrington
- Reviewing
- Virgin Media
- Date
- 2017-11-08
- Comments
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My Virgin Media installation was all booked about a month-and-a-half in advance. I received a text on the day confirming that the installer would arrive between 1 and 6 pm. Waited. And waited. And waited. Still no sign. At 6.15 pm, I rang the customer helpline. After being passed through 2 different departments, one of the operators said she'd call the installation team directly. She couldn't get through to the installer himself but she spoke to his manager. He confirmed that the installer was just finishing the previous job and would arrive at my property in 5-10 minutes time. I waited. And waited. And waited. At 7.45 pm, there was still no sign. I rang customer services again. This time I was passed through 4 different departments. Finally, I reached someone who could help me. They said: "Oh, your installation has been recorded as a missed appointment now; the installer probably ran out of time and has clocked off for the night. He should have told you, sorry. We'll have to re-book you now." Hmmm. These things happen I guess. If I was the previous customer, I wouldn't want the installer to rush through a sub-standard installation just so he could get to a next job, but a phone call would have been nice. "OK", I said, "what time have you pencilled me in for tomorrow instead?" "Oh no, you'll only be able to get the next available appointment now" they said, "and that's in two weeks' time." Completely unacceptable Virgin Media - get a grip you absolute bunch of clowns.
- Location
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- Location
- Northwood
- Reviewing
- Virgin Media
- Date
- 2018-12-14
- Comments
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We tried VM for just 2 weeks then cancelled !! (14 day right to cancel terms). We wanted to run it in parallel to our BT service to see if it was at least as good as BT. Right from the start it was not promising - the poor guy turned up to install and the street team had not pulled through the cable or informed him - this delayed things by 3 weeks. The wireless router was not good enough - could not reach all rooms in our small house (a call center agent suggested leaving doors and windows open!!). They tried to flog us a booster kit - but I had to argue they could not charge us extra to get a basic service working. The long and short of this sorry tale is that I spent a lot of time (and got quite frustrated and stressed) on a merry go round of calls to call centres in geographically different places and always seemed to have to start again from scratch ("how can I help you today"?) and teams often contradicted each other of denied something agreed previously had happened. On at least one occasion I was pretty much lied to - to get us to stay beyond the 14 days.
Anyway, the booster never turned up, so we pulled the plug (figuratively and literally).
- Location
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- Location
- gloucester
- Reviewing
- Virgin Media
- Date
- 2016-10-13
- Comments
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I cannot give a proper review because service so appalling and zero is not available!? I cancelled contract before completing installation;
- They got contract details and costs wrong twice, despite the hard copy of pre instalment contract and two subsequent telephone conversations.
- They brought cable in to my property without consultation/survey and before me signing any contract/agreeing method/location/advance warning.
- They did not ask to or carry out a survey to agree incoming cable locations, issues and location of internal sockets.
- The installation guy did not have any instructions and it turned out they could not install in a manner acceptable.
- Result- contract cancelled and a complete waste of my time.
- Totally incompetent and would not let them near my property again.
- Location
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- Location
- Mansfield
- Reviewing
- Virgin Media
- Date
- 2019-08-09
- Comments
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I wouldn't give one Star! Avoid these ( if not already a victim). The Broadband is awful, been like it for months on an off, after a large number of complaints I get no help! All they care about is payment. I have Cancelled 3 TIMES! And still not honoured! These really are crooks and need looking into.
JUST AVOID!!!
- Location
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- Location
- Stevenage
- Reviewing
- Virgin Media
- Date
- 2017-03-14
- Comments
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Should be 70MBS cable and on rare occasions it does register a 70MBS download speed, but is more often just a mere 5MBS. My mobile phone downloads faster than my cable speed.
- Location
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- Location
- dagenham
- Reviewing
- Virgin Media
- Date
- 2009-08-19
- Comments
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i have only had it 1 week and have already cancelled my contract. it hasnt worked properly from day 1 engineers dont bother to turn up when they say they will, they dont phone when they say they will,when i complained they offered to send an engineer next week!!!! (7 days) dont even think about it!!!!
- Location
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- Location
- S Derbys
- Reviewing
- Virgin Media
- Date
- 2020-08-31
- Comments
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It's a commodity. It should work well 7 fast 100% of the time to be adequate.
Good customer service, clear billing, easy website, etc are potential differentiators and this is their failure.
Customer service is v v bad.
After a power surge that killed the router, it took me 1hr 20mins of hanging on the line waiting to be answered before I could get through to someone who could send me a new one. Will switch as soon as my contract expires.
- Location
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- Location
- Stourbridge, West Midlands
- Reviewing
- Virgin Media
- Date
- 2021-02-03
- Comments
-
Our router was damaged by a recent power cut, Virgin are doing everything except replacing it. Problem is getting worse as wifi no longer works upstairs. It did before. Have long thought their customer service was non existant but at least the kit used to work, no longer so. We have 2 people working from home, one a key worker. Situation is now so bad I'm thinking about moving even though that will result in much lower speeds.
- Location
-
- Location
- Newton Abbot
- Reviewing
- Virgin Media
- Date
- 2019-01-26
- Comments
-
Having been with Virgin Media for many years and seeing the service getting progressively worse and worse, we have now decided that we have to change after having to call for an engineer nearly once every 2 weeks due to either TV going blockie, Internet failing (3 Modems in 6 months) and the phone not making or receiving calls (We were told to get new phones but was a waste of money)!!
Virgin Media have become a VERY bad company to deal with, they take your money but don't provide what they say they are going to provide!!! STEER CLEAR!!
- Location
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- Location
- Tamworth
- Reviewing
- Virgin Media
- Date
- 2017-06-01
- Comments
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Fast broadband but utterly abysmal service. I was sold a full package but VM are unable to provide a landline at my address so I lost my landline number of 12 years standing. Customer advisors pass you round like a parcel at a kids party (5 times on my call today) and don't read the notes on the system so you get asked the same questions over and over again. I thought Sky were bad til I dealt with this shower. I will not & never again be renewing with VM. Was told today they have no complaints department! I said OfCom had told me to make an official complaint so was then told there was a complaint administration department but they didn't talk to customers!! Beyond belief
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2019-11-02
- Comments
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The broadband itself has been good so far. The problem is I agreed a deal and when I paid, found it wasn't the deal agreed. The first person I phoned hung up on me, the complaint got ma a callback from somebody who told me the deal was good enough in their view so they weren't doing anything, called me a liar about the first call and ended up telling me they had me trapped in their contract and would screw me over if I tried to end it. Attitude, we got you now and are happy to rub your face in it. Best avoided.
- Location
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- Location
- Rochester
- Reviewing
- Virgin Media
- Date
- 2017-09-19
- Comments
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A catastrophic introduction to Virgin Media broadband. Installation team arrived on the agreed day but apparently cannot connect us to the cable in the road outside. Apologetic, but went away again without making it at all clear what would happen next . Phoned customer services to make the point that, apart from establishing that said cable existed, the sales team had asked me absolutely no questions in relation to the practicalities of the installation. Thus they are unable to fulfil the contract that I have signed, due in my view, to prioritising sales over service. The customer service team informed me that they have booked another installation appointment for 9 days time (without checking first whether this was feasible for me or not). This has left a huge problem as, in good faith, we had cancelled our existing internet provider contract and consequently will be without internet for 5 or 6 days. This is disastrous as our work within the public examination system relies on accessing the internet at home. If I were Virgin I would already be thinking of waiving fees or of financial redress, but no hint of this beyond the well-rehearsed apologies that staff learn at their training sessions. I had to make all these follow up enquiries myself, no-one called/emailed/texte for in excess of 6 hours with any info as to next steps after the initial failure. It's quite clear that lightly regulated competitive telecoms does not provide consumers with good service. Nationalisation could not be any worse, and would almost certainly be better....
- Location
-
- Location
- Devon
- Reviewing
- Virgin Media
- Date
- 2019-01-28
- Comments
-
Internet regularly goes down - the latest incident has left me without internet access for the past 10 hours. Their broadband is the most expensive available in this area and although it's great when it's working, there is far too much down-time. I'm paying for a premium service and getting bugger all for several days each month. Trying to converse with their appalling customer service staff just makes me want to shoot myself in the head. I can say sincerely and without reservation that Virgin Media is the worst company I have dealt with in all of my 56 years.
- Location
-
- Location
- Medway
- Reviewing
- Virgin Media
- Date
- 2018-02-17
- Comments
-
Having tried to negotiate a better deal for my elderly mum who has been a customer of Virgin Media for over 10 years, I was offered a small discount and a new set top box (her old one was over 10 years old as well). I specifically asked if the set top box would cost anything and was told it would not. When I checked her next bill not only had they charged her for a TiVo box (which is rubbish) the bill has gone up because of some additional subscription for TiVo. I immediately went online and switched to Talk Talk.
When mum continued to get bills from Virgin I contacted them to complain and they said that only the telephone had been switched and that broadband and (free) TV were still connected - and that when I had accepted the new TiVo box and agreed to the discount I had effectively signed a new contract with them on mum's behalf. They did not tell me this at the time and they say they sent an email to the service email account which has never been used as mum gets her bills through the post. I was told that they would get back to me within 48 hours after reviewing the original telephone conversation. They never returned the call and are now demanding contract cancellation fees AND are still charging mum for a service she does not and has not used since November.
Do not trust Virgin Media they are dishonest, and downright deceitful.
- Location
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- Location
- Edinburgh
- Reviewing
- Virgin Media
- Date
- 2021-03-27
- Comments
-
Virgin TV - I'd like to give Virgin TV as many minus stars as possible. I’ve had poor TV reception since mid-last year – pixilation, jittery images altering backwards and forwards. Unable to watch on catch up or recorded shows. I contacted Virgin and got free upgrade to V6 package – BUT WITHOUT A V6 BOX TO WATCH IT ON!!! Tried to contact them since January. Phone them: ‘phoneline ‘Currently busy, Please try again later’. Email them: We tried to contact you but you were not available’. I’M IN MY HOUSE ALL DAY GIVEN THAT I NOW WORK FROM HOME AND MY ‘PHONE NEVER RANG. Email also included the phrase ‘Customer education’. PLEASE DO NOT INSULT ME WITH SUCH AN INSULT’.
My review? Virgin means poor quality, poor service and insulting customer relations.
Regards, Steve Sole.
- Location
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- Location
- Cambs
- Reviewing
- Virgin Media
- Date
- 2023-05-29
- Comments
-
They promised high speed, ive seen faster snails!
But the REAL issue is the connection just keeps dropping out for no reason? I have to switch my PC on and off until it works again.
Customer service is non-existant
Then they send me a letter to say they are putting their prices up! But they don't tell you by how much! Virgin Media..I cant put into words how bad they are!
- Location
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- Location
- Orpington
- Reviewing
- Virgin Media
- Date
- 2016-01-12
- Comments
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Impossible to talk to anyone at virgin. Have had problem for a week with broadband speed and have informed them by their idiotic phone system. Their recorded messages give your false information and nothing gets resolved. The frustration is not worth it.
- Location
-
- Location
- St Helens
- Reviewing
- Virgin Media
- Date
- 2022-11-22
- Comments
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First date was the 9th then 16 then 23 next they phoned from a call centre could understand the lady call not from uk they say now 1 ov December this is atrocious customer service I will be without Internet for two weeks. This is crazy
- Location
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- Location
- blackburn lancashire
- Reviewing
- Virgin Media
- Date
- 2009-11-26
- Comments
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when speaking to a customer adviser you find you are speaking to somebody abroad they dont seem to understand English and after 20 minutes on the phone i gave up
- Location
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- Location
- Leicester
- Reviewing
- Virgin Media
- Date
- 2023-07-05
- Comments
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only reason I gave one stars is because there is no nil stars. I feel they was in breach of contract by NOT providing wifi to the house only the room the router was in. when I complained and asked them to either sort it out or I will leave they said I could leave but would still have to pay to the end of my contract they just didn't care at all now they have ended my contract and they are messing about as to when they will take the money. I have been with virgin over ten years and they repay me with verbale poop I am absolutely disgusted with them.
- Location
-
- Location
- lisburn
- Reviewing
- Virgin Media
- Date
- 2017-09-17
- Comments
-
horrendous experience with them. signed to go 12 months.. was told bill would go up after 9 months but just call up to upgrade.. when I did i was told that I was not allowed to and was stuck with a £115pm bill. from March 17 to Oct 17 the broadband was not working usually 3 days out of 7 due to faults. it was Costing me more to call up and complain than what I was getting refunded. I will never go back.
- Location
-
- Location
- Wynyard
- Reviewing
- Virgin Media
- Date
- 2018-03-17
- Comments
-
First day of getting broadband in my new house with Virgin and i was won over with 200mb deal and i only get 16mb not the best and question really should i stay with them after 3 month trial Poor!!!!
- Location
-
- Location
- Trowbridge
- Reviewing
- Virgin Media
- Date
- 2017-02-06
- Comments
-
Virgin broadband is the worst I have been with.the speed is slow the service is poor and customer service is disgusting. I would never recommend virgin to anyone. Chose them at you peril.
- Location
-
- Location
- Astley manchester
- Reviewing
- Virgin Media
- Date
- 2016-05-10
- Comments
-
Having swapped from sky we have been totally devastated with Virgin, the equipment is rubbish, the connection is terrible, the prices extortionate and the customer service is shocking! 200mbps is a lie, don't take it! Over utilisation is to blame I'm told yet they keep taking new bookings adding to the problem! I've not seen a single engineer close by working on the network, nor have I seen any improvement in our service or speed, I would never use virgin again and urge anyone thinking of changing to consult locals that have it to see if it's even worth it
- Location
-
- Location
- Middlesbrough
- Reviewing
- Virgin Media
- Date
- 2019-11-19
- Comments
-
I'm lucky I can get this review to you as my broadband has been disgraceful. I'm currently on 120mbps with 5g contract.Im cancelling my bill as I've been with them for over 7 years and for 6 of them years never had a problem.This past year my broadband wasn't performing as well as it should and wouldn't even work some days.It seemed slower for some reason as I use Netflix and was having streaming issues.Now, I'm on 5g with 120mbps,streaming Netflix shouldn't be a problem...right?I kept ringing them up about issues and for some reason,after ringing them up my Internet would work again for about 2 weeks before a problem happened...again.After a few phonecalls and complaining I've had enough.Ive just checked my Internet speed and I was shocked.Theyve billed me for 5g 125mbps for 7 years and I've just realised that I've only been receiving 2g at 75mbps.How long this has been happening,I do not know but the scary thing is,it still works my Netflix etc.Probably been receiving 2g 75mbps for the whole 7 years.Do not put your trust in this company as I have,I've been robbed as a loyal customer and am deeply disgusted.
- Location
-
- Location
- glasgow
- Reviewing
- Virgin Media
- Date
- 2015-02-05
- Comments
-
were do i start, always had their broadband which is defiantely the best out there but that is about it, I eventaully signed up to their big bundle, full tv, broadband, phone the lot for an online price of £84, all installed no problem but then it all fell apart, i called about two weeks ago to say my router wasnt working and on the same call asked if i took off sky sports would i save money, they said yes you would pay £64 so said take it off but got cut off so called back and got through in no longer than 5 minutes just to confirm it had been done and confirm my price but told nope thats not right the price minus the sports is 103 something to do with discounts so after a bit of arguing i asked to just put it back to what it was which apparently is impossible as each person has different discounts ! I spoke to customer relations who confirmed this and actually came away with the phrase it is what it is !! i spoke to a manager in that department who gave me three options and prices so called today to fix only to be told again that those prices dont stand and its more now, no record of speaking to a manager and even if there was they dont use their recorded calls for complaints, totally shocking service, no attempt to help or resolve anything at all. wouldnt go near them ever for anything
- Location
-
- Location
- Ashford
- Reviewing
- Virgin Media
- Date
- 2022-04-05
- Comments
-
Awful experience they cut off my internet during installation and left with me with nothing, no engineer to fix it even a week later, I had to fix it myself. Customer services not interested, engineer booked but didn't turn up. Tried to cancel my account but they refused! Had to cancel in writing and just ignoring them now. Avoid!!!
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.