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
    3.1 stars
  • Reliability
    2.9 stars

Based on 5266 customer ratings since 2020-10-25 (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.

3,989 Customer Reviews over 100 pages

  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible service, waste your time for hours on customer service. Don't believe them if they claim to have a special offer, they'll increase the price massively and then don't understand the concept of a contract.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Horrible broadband for two months. We were suffering from disconnections every 5 minutes. In return for more than ten support calls, I got only false promises. And incompetent personnel who are just reading the script and only know how to pinhole reset the router. I got new broadband but still battling for contract cancellation without a cancellation fee. Feels like a scam.
  • Reviewer
    Location
    Londob
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Installation to new home booked weeks in advance but rescheduled on the day to 3 weeks later without any reason or compensation. Nice but pretty useless customer service representatives.
    Really disappointed as I had been with them for 15 years. Looking elsewhere now so should you
  • Reviewer
    Location
    Barnet
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Where to begin? (Clue - dont even think about signing up. Move on, find a different provider). The below letter, should give you an idea of our nightmare. (Despite my complaint being logged they threatened us with court action if we didnt pay the withheld £167 cancelation fee. Not wanting a bad credit reference we gave in to their bullying tactics to be free of them and peace of mind. Deplorable treatment of "customers".

    Account no: xxxxxxxx

    Regarding the above account number at the address of xxxxxx Road, EN5 xxx.

    From your letter dated 12 Feb I see that we have been charged £167.92 cancelation fee.
    Let me explain why we will not be paying this.
    The service provided by Virgin Media has been not fit for purpose. We both work from home. Both of us found that our laptops kept disconnecting from the wifi, our Teams and Zoom calls kept dropping. This was embarrassing and unacceptable, not to mention we both lost work we had spent a lot of time on.

    We called many times, to lodge complaints and try and get Virgin to do something about it. However, after listening to answering machine messages and dreadful muzak for hours we were usually cut off, or, if someone did answer, then they said they would put us through to someone else, and then we were cut off! As you can imagine, having an internet service that keeps cutting you off is one thing, but when the service provider keeps cutting you off as well, when you try and speak to them, well, that’s the final straw.

    So over many months we probably spent a small fortune on phone calls, and got through only once I believe to lodge a complaint. We had an engineer round who did nothing else than apologise but the service did not improve, although once I did manage to remain on a video call for almost 25 minutes before I was disconnected.
    Very frustrating, when the service you pay for doesn’t work and the service provider is not available to listen to your issues. So nothing changed. In the end, both myself and my wife, bought, at our own expense, data packages for both our mobile phones, and used these to connect our laptops to in order to be able to work from home.

    So as you can see, the service provided by Virgin, such that it was, was not fit for the purpose that we intended it for. Secondly, we had little ability to make contact with the service provider to raise the issue. When we did manage to get through, nothing was done. We have had to pay a second service provider to provide the service that we were already paying Virgin to provide.

    I believe we were in fact miss-sold this broadband service by Virgin as the quality was clearly not good enough for daily use and its intended purpose.

    Therefore, we will not be paying your cancellation fee, and are considering notifying trading standards to recover further costs we have paid to Virgin for a service that we were miss-sold, that was not usable as intended and that Virgin did nothing to remedy. We are now with BT and have no issues at all. Moreover, when we call them, someone actually answers the phone.

    Regards,


    Lukas Tatek.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Terrible customer service. OK until something goes wrong and you're left waiting on a call or online chat for hours with no resolution. In my experience their advice is contradictory as i was told one thing and then after being on a call for over 2 hours was told something completely different. Completely unhelpful and a huge waste of time. Submitting a complaint about begin kept waiting for hours at a time also gets you nowhere as their only resolution they offer is that internal feedback will be provided. Infuriating is an understatement. Avoid at all costs!
  • Reviewer
    Location
    Potters Bar
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Home move from one existing location of six years booked to move to another existing Virgin media address. However Virgin cancelled the old contract firstly saying ‘take the router with you’ and plug and play in second day at new property. No service after two days called (1 hour to get through to customer service), was told no longer a customer have to resign new credit check etc for new property. Eventually Virgin admitted they made ‘ a mistake’ and cancelled the moving in order without informing the customer!!! Then told I was not able to be sent a new router as needed an engineer to install ( even though existing virgin media properly) and wait time is TWO WEEKS!!!!
    Told virgin home moving fee and last months rental being refunded by cheque so far after two weeks nothing received I assume they sent it to the old address which they know we left as they cancelled the service.
    Since the merger with O2 Virgin has totally lost its way no customer service mistakes no one to take responsibility for anything, unlimited wait times when calling.
    I can sincerely say I can no longer get recommend virgin media and would advise readers to look to the other providers for TV and Broadband.
  • Reviewer
    Location
    Harrow
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst internet provider. Very slow at times and occasionally no internet at all. Very, very poor connectivity to few rooms only. Cannot get anybody on phone to complain.
  • Reviewer
    Location
    Sw
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    There should be an opposite of stars for this company.
    All the profits spent sending the stupid muppet into space!
    Broadband is useless if you need a stable connection WFH. Drops out constantly, losing connection if on a remote network.
    Customer service is a joke. Impossible to speak to an actual person
    Off to BT
  • Reviewer
    Location
    Preston
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    The customer service at Virgin media has been the worst experience of my entire life. They give you false promises and never deliver! I was moving home and called the 1 month in advance to tell them if I can take my Virgin media to my new home. Here the caller gave me the first bit of false home and told me they will send out a spotter who will contact me in 5 days to tell me if they can supply Virgin media in that area or not. The caller also confidently said that I can take my Virgin media with me and therefore I shouldn't sort out another internet provider. 2 weeks go by and I haven't heard anything so I call back. Here I get the second bit of false hope as they firstly acknowledge that the spotter still has not come out so they told me they will send another one out and should be contacted in 5 days. It has now been a 6 weeks with no contact since my initial call and I am left without internet at my new property.
    Now, another beautiful problem with Virgin media is there cancellation fee. I want to take Virgin media with me but after speaking to them on the phone they tell me I cannot get Virgin media at my place. Clearly this is due to their spotters not contacting anyone. Nevertheless, to know fault of my own, I want to take my services to my new location however they are the ones failing to provide the services. But guess what? I am the one who has to pay £162 in cancellation fees! Whoopee for me. So I don't get any internet at my new accommodation with 6 weeks notice to them and get a hefty fee along with it as they are unable to provide me service. All the meanwhile I have spoken to 6 different callers all with zero empathy. One caller also even left me on hold for 30 minutes before disconnectinh me and never to hear back from again. The £160 loss is heavy for me as I am a student. However, the thousands they will lose from me as a future customer and my friends and familys is a bigger loss to them. If you can avoid it, do not get Virgin media. They will let you down.
    I will never recommend this company to anyone for the rest of my life. Happy to be free of them.
  • Reviewer
    Location
    Peterborough
    Reviewing
    Virgin Media
    Date
    Comments
    I haven't had Internet for 3 days now.. I pay an outrageous amount of £70 a month just for Internet and my house phone.. I have now missed 3 days of work.. I am cancelling my contract and I want to be paid for 3 work days.. this is completely unacceptable
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Never Again
    Today I cancelled my contract and opted to pay the cancellation fee due to the absolutely awful WiFi connection. This, only after about 3 months with Virgin Media. Speeds have been as low as 1.00 mbps download with 0.03 mbps upload anywhere in the house except in the room in which the media box is located (just retested and 5.51 mbps download and 0.07 mbps upload). This, the advisors at Virgin Media (Virgin) say, is what Virgin are contracted to provide and are therefore fulfilling their part of the contract. The only guarantee Virgin provide for full speed, in my case 108 mbps download and 10 mbps upload, is if a device is connected using a ethernet cable. How archaic is this? No apologies provided by the advisors to whom I spoke, just a reiteration of the fact the contract is being met and a suggestion to purchase a booster for each room. Yes, boosters would have been cheaper than cancellation, but on principle the situation is unacceptable and not fair treatment for the customer.

    I did not have guaranteed WiFi in each room with my previous provider BT, in fact I only had download speeds of 14 mpbs, but yet I was able to comfortably attend virtual meetings, stream Netflix, YouTube and other services with limited interruption. If Virgin's speeds were comparable to what I was getting from BT, I would have been frustrated but sucked it up. How anywhere near 1.00 mbps could be acceptable however and brushed off with a suggestion to pay an additional monthly charge for boosters is just unfathomable.

    How is this company regulated? How do they get away with treating customers in this way? It's easy to explain contractual terms but surely this must be measured against providing the best service possible to customers. Unfortunately, nothing about this service has been good.

    I never write a review but this is one I will shout from the mountain top to anyone who will listen. Stay FAR AWAY from Virgin Media unless you are willing to accept the full implications of their terms. Hopefully this review will help you to understand those in simple terms
  • Reviewer
    Location
    East Midlands
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Everyone always only leaves negative reviews, which makes it hard to actually get an accurate representation. I’ve been with virgin media for 11 years and I have never had any issues with them. Occasionally (maybe twice a year), the WiFi may blip for a minute or two but nothing can ever be perfect all the time, especially with technology.
    Their customer service staff are always lovely and they always manage to get me a good deal each time my contract ends.
  • Reviewer
    Location
    Bristol
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Move to Virgin as they would install fibre as no 'tap' outside my house due to council cock up. The planning of the install was crap as the promised dates, didn't turn up with no notice, appologies etc. Then do the job unanounced. The guy who did the internal install was good. He called virgin to say that I wanted phone no. transferred but it didn't happen. Numerous calls to previous supplier and Virgin and the issue was that Virgin had made mistakes and not contacted previous supplier...me having to pay both suppliers ..Virgin payed some compensation but no confidenece in thaem...not a good start. I am now not getting the speed I signed up for..but have you ever tried getting throght to them let alone getting a positive result? Absolute pile of crap...don't bother...I will be moving at end of contract.
    rered
  • Reviewer
    Location
    Twickenham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Broadband reliablity and speeds have significantly deteriorated over two week period to the point that I'm considering exiting the contract. I should be receiving averaging 108Mbps but using the the OFCOM independent speed checker I'm getting 12 - 14 Mbps. Customer service is helpful as it is insightful. When I was put through to technical assistance it turned out to be a BOT running through a standard checklist. Eventually I was told there was outage (depsite their own service status tool telling me there was no problem) when clearly there was. It will a week to resolve the outage.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Absolute worst customer service and network reliability. Regular outages and regular heavy packet loss which their network check says is fine. If there was any other provider who could give more than 20Mb I'd move in a heartbeat.
  • Reviewer
    Location
    Brighton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Terrible customer service that is impossible to speak to and lies to you constantly. Been hung up on and given so many false promises in the last year it’s ridiculous. TV Go app also hasnt worked for over a year and there are countless large threads on their community boards about it. Do not use them if you intend to have multi room or device services that work for more than a few weeks.
    Once you are out of the new customer contract it is very difficult to get any kind or a decent deal and you will be charged a massive amount.
    I would never recommend Virgin to anyone and urge you not to be tempted by their broadband speeds.. I was and massively regret it.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Cannot advise against Virgin Media enough. Poor speeds and wifi coverage from the router aside, if you're forced to move house within your 18 month contract and they can't supply your new property, which is likely as they only have 50% coverage in the UK, they will charge £240 for "cancellation fee". Not sure how this legal this is, but it certainly is immoral. Have a quick goggle both BBC and The Guardian have reported on the corrupt charges. Their support is terrible or non existent, if you do get through to customer services, they are likely to hang up on you. I live in small 1 bed flat in London and I still needed a booster to get full coverage, which I had to pay £3 a month for the privilege and still wasn't enough but I was too fatigued by their terrible customer service to try and rectify any further.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Honestly unbelievably bad.
    Literally left a hole in my wall during the installation, which created a mould problem. Phoned them and spoke to dozens of customer service reps over a one year period trying to get this sorted. I was constantly promised that they would send someone round to fix it and also compensate me, neither of which ever happened despite my follow ups.
    When the mould got so bad that I literally had to move out (of a home I'd lived in for nearly 4 years), and I explained this to the customer service rep, she suggested that I recommend virgin to a friend and get £50 credit?!?!?!?
    Shout out to Lauren in the 'I'm moving house' team who was super lovely and competent!
  • Reviewer
    Location
    BASILDON
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Switching from Talk Talk to Virgin was the biggest mistake I made in 2021. I have been hot spotting for months with the standard reason for outage being Planned work.
    Given that we work from home, you would think Virgin would prioritise reliability.

    I think customers should be released from their contracts if they are unable to utilise the service they pay for!!!

    Very Very Poor!!
  • Reviewer
    Location
    london
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    shame that i couldn't leave 0 stars. I had the worst customer service experience ever!!!!!!!!
    I would like to share my expirience, I signed a contract with them for a broadband and everything was goimg fine until I had to move out. I informed them I moved house and I asked to have an appointment with an engineer to install the existing broadband in my new house. this in late may 2021. today is 3/7 and noone ever came to do the installation. I kept receiving text msgs saying "your installation has been rescheduled to xx/xx/xxxx between xpm-xpm we are sorry about that if you'd like to know more reply CHAT. During these 3 months I have asked several times to cancel my contract as I wanted to have wifi at home and sign in with another company however I have always been told that I wasn't speaking with the right department, every time i have been transferred and wasted 40-50 minutes just to been asked over and over again personal details, passwords etc. I've been told my account was not existing or that wasn't possible to cancel the copntract or again that the contract has just been cancelled , none of these infos were true so one day I asked please cancel my contract and please send me a confirmation email. the agent texted me back you will receive mail within 24 hrs. thank you for your time and patient. have a nice day. the email I received was DEAR CUSTOMER YOUR INSTALLATION IS ON THE XX/XX/XXXX . that day, no engineer came to install anything. I called for the last time saying that i requested to close the account that I've been told I will receive a confirmation email, I receive a different email instead with the date and time of a possible installation and nobody came. I will upload all the conversations I had with the agents during these months. and also I had to ask advice to a lawyer. this is just incredible.
  • Reviewer
    Location
    Somewhere
    Reviewing
    Virgin Media
    Date
    Comments
    appalling speeds. "upgraded" to vm to get faster speeds. paid for 300 mbps, promised at least 180 mbps and we out here getting no more than 4 mbps. more stable connections become unstable every 2 minutes and then go back to normal 2 minutes after. if ur planning to use this isp please reconsider
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Reconsider before going with virgin. Their broadband has loads of issues. You will get disconnections very frequently, router is really bad with loads of bags. And every time you call support they will start playing the tape of "please factory reset your router". Pathetic ISP
  • Reviewer
    Location
    WINCHESTER
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Major issues with email no resolved for the time being by the community rather than VM. Customer service/help is appalling with 5 phone calls cut off after 10 minutes with no understanding of the issues let alone a fix. Unfortunately I cannot get aerial TV so I am stock with these cowboys.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I am waiting for broadband installations for 2 months, they rescheduled twice for a later date, because of external engineers who never came but virgin has no influence over them.
    Call centre is not solving problems at all.
    And complaints ignore my emails.
  • Reviewer
    Location
    Romsey
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      2 stars
    Comments
    Virgin routers have poor range. They get superfast broadband to your house, so that ticks the contract, but you can't walk 4 meters away. After an eternity talking to bots in their customer service maze, I realised the solution was to upgrade your account by £5 a month to get additional wifi boosters. They sell you crap routers knowing the solution is to upgrade your hardware for an extra cost. Never using again.
  • Reviewer
    Location
    Hounslow
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Poor customer service.

    Clamity of issues during installation. In the end had to cancel and was best thing I did. Actually worked out cheaper and faster to go with three on a 5g hub.


    - Agreed no installation date would not be set until I am ready
    - Continuous text messages asking for external installation date to be set and confirm. I ignored these sms as per instructions of sales rep
    - Installation date set without my approval
    - Continuous call to set a new date for 14/6/21
    - Installation date still goes ahead much earlier than agreed date. Not even given a pre confirmation text

    - Spoken to customer service rep. She claims she will look into status of external installation. Strange call she does not place me on hold and disappears
    - Spoke to second customer service rep who claim he will try get status of external installation
    - spoke to third person customer service later in day who now informs me external installation is set on daily basis. There is no guarantee installation will complete. This is news to me and wasted my whole time as need internet urgently for people working from home. if i knew this new info that a daily installation request was required with no guarantee date then I would have gone to another provider.
    - I request on call to escalate and speak to a supervisor, instead get forwarded to a new department (billing and accounts). She does not raise my complaint and find out after painful 10min of call that she is not a supervisor despite her claiming she was

    28/6/21
    - Bombarded with many text message claiming engineer will come round tomorrow. Also threatening if i am not at home i will be charged
    - Voicemail calls from PreInstall team regarding engineer visit.
    Both the above is example of how unorganised Virgin Media are as the engineer can not round anyway because Virgin Media have no clue about the status of external installation

    - I had enough so call customer service team today to cancel. They tell me they can't even cancel my account so I get forwarded to pre install team. After a long delay on hold they hang up after asking for my details. 30min wasted.

    - New call with customer services. He agreed he would speak to pre-install team to ensure my query is answered. However the customer rep just forwards me and disappears.
    - forwarded to Ken from pre install team. long call. struggles to understand complaint and keeps giving a new pointless internal installation date (17days in future). Fails to understand that any installation date is pointless and due to external installation problems. He can no understand that setting any installation date is pointless
  • Reviewer
    Location
    Isleworth
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Don't get this if you're working from home, Microsoft teams calls keep dropping out.

    Advertised M100 speed 100 down / 10 Mbps up. Intermittently getting 0.08 Mbps uplink.

    Rang, they don't guarantee uplink speeds. They won't send anyone out. Locked in a contract for another 8 months.
  • Reviewer
    Location
    Ballymena
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    I have now spent 15 mins downloading reviews I am 5 feet from the hub this happens every day for some time and then starts up fibre all the way is a joke I had bt before which is part copper and the service was better I think virgin is overloaded time for them to spend more money on upgrading
  • Reviewer
    Location
    Walsall
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Having suffered countless broken broadband connections, sometimes 20 times or more a day, this useless company refuse to accept its their fault or the fault exsist at all. Having contacted them more than i care to remember i recently decided to ask for a cheaper deal seeing as they have repeatedly upped the price for their rubbish service and they refused. Now sat here with a speed test and im connected by ethernet cable im getting 5 to 10mb when im paying them for over a 100mb. Absolutely disgusted by this money grabbing company.
  • Reviewer
    Location
    UK
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Around 6 weeks ago I had Virgin Media installed - the engineer kindly dragged his equipment across my wooden bedroom floor, causing 33 inches of scratching. The whole floor needs to be sanded/varnished to get it back to it's original condition.

    He also took a chunk of wood out of the hallway floor and caused scratch marks in the living room because he was too lazy to lift the TV stand, with the TV on top - instead of lifting it, he dragged/scraped it across the living room floor.

    For 6 weeks I have been trying to get Virgin Media to even acknlowedge me. A complaint was instantly raised and I must have called 10+ times to chase it up.

    I am told 'another department is looking into it'. I was also told the complaint wasn't sent on to the right department, then it was, then it wasn't.

    I was **PROMISED** a call back 4-5 weeks ago and was advised someone would be in touch, maybe to come round to view the damage.

    No call.

    I was then **PROMISED** a call back 'by the end of thw week, 2 weeks ago.

    No call.

    I was then **PROMISED** a call back 'by the end of the week, this week.

    No call.

    I just called again and all that can be said is the case is open, you can't speak to the people dealing with it directly.

    Because I need a whole new floor - this means having a bed delivered has been on hold for 6 weeks, which has caused a domino effect of other issues.

    I raised the complaint initially by the online form and replied to the automated email with pictures, as well as many follow up emails - I had no idea if anyone had read them. But someone in Customer Service confirmed they were visible on the system - not one human response to any of the emails.

    Genuinely shocked and appalled how they can do this and have zero care to even acknowledge the customer.
  • Reviewer
    Location
    Somewhere
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Very bad internet, have been getting hit offline by a group of hackers for ages and they can't do anything about it, General Bad Internet Connection, Closes randomly.
  • Reviewer
    Location
    Canvey Island
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Total nightmare !

    I don't know where to start. I was with Virgin for many years. I felt I had no choice as I need fast speeds for work. But I've finally had enough. They have been a huge pain from day one. The rudest, nastiest, and most aggressive staff you will ever see. Massive bill increases, service outages, equipment breakdowns, we have had it all.
    When I had finally had enough and canceled I had the worst customer experience of my life. I was passed around a number of operators who took turns in bullying, insulting, and finally threatening me.
    It's unbelievable this company is still in business at all.
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Reach the customer service is hard and the quality of the service is terrible. the tchat online requests to wait several minutes between every message... It took me 3 days to cancel my subscription.... On the phoneI had to be transfered to 3 different persons and wait several minutes between each.
    Expensive service.
  • Reviewer
    Location
    Leicester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    signed up with them 2 days ago and after reading reviews decided to cancel. been on the phone 3 times now and its not been done.
    customer service is appalling
    save time and don't sign up to them
  • Reviewer
    Location
    Herne Hill
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Increasingly hopeless and unreliable. My husband and I can no longer rely on the service (we both work from home), and have had to purchase hotspots and use our phones to connect. There is clearly a network issue in the area (confirmed by neighbourhood posts) which Virgin fails repeatedly to recognise and address. We are now looking to move to EE, BT or Sky.
  • Reviewer
    Location
    London W3
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    When I signed up with Virgin Media last December, I was very hopeful of an improved service – both in terms of customer service and improved physical broadband and at a reasonable cost.

    I have to say my experience has been the opposite – overall it has been very poor.

    Virgin Media were very keen to sign me up but did not tell me that if I moved house I would be liable for exit fees due to my contract being ended early. So I was hit with a £200 exit fee which after I vigorously complained they reduced by £50. Still in my view a very underhanded and not a transparent customer service.

    The people who were buying our house went for Virgin so there was no monetary loss to the company.

    I would have stayed with Virgin at my new address but they do not provide a supply there.

    So beware of exit fees – especially if you are planning to move!

    In terms of physical service, whilst we did get some improved speed the Hub supplied was absolutely useless for WiFi coverage around the house. We had to invest in Router to boost the signal.

    And we regularly suffered outages (loss of service) for some hours at any one time. No notice, no apologies no compensation.
  • Reviewer
    Location
    Brighton innit
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    Comments
    Greedy. Disconnection fee is £240 . Costumer service is the worst especially if you want to leave.
    Every year the prices almost double. Greedy greedy unprofessional rude costumer service . The worst AVOID 0 star
  • Reviewer
    Location
    Balham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    No complains about the broadband itself, however customer service is non-existent. Have been trying to cancel my broadband for over a week now but the relevant team just does not pick up. Have spent almost 2 hours cumulatively listening to their hold music. Surely Virgin can enable cancellation services online given that they refuse to hire enough call centre staff.
  • Reviewer
    Location
    England
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Atrocious company I've had so many different types of issues with them, too many to list, do not use Virgin media please save your money and sanity
  • Reviewer
    Location
    Hampshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Instead of 500 mb/s they provide speed 290 kb/s so now instead of playing Xbox I can spend more time with my family and enjoy reading books.

    If you are hipster and enjoy retro stuff this modem speed may be for you!

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.