4,684 Customer Reviews over 118 pages
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- Location
- Newcastle Under Lyme
- Reviewing
- Virgin Media
- Date
- 2016-03-01
- Comments
-
I have been with virgin for three and a half years on an internet only package for 30mbps fibre unlimited. Only leaving as I'm moving to a place where it's not available in the area (gutted).
In 3.5 years we have had three probelms
1.) The "super" hub provided is far from super. My other half had to set it to modem mode and use a second (better) router to produce a wifi signal that would span the distance of our one bed flat.
2.) We lost service for about 2 days due to a problem with the nearest green box. We received regular emails to let us know what was going on and I think we received a small discount without having to ask for it.
3.) I have had problems logging on to the website for some reason. Repeatedly said my password was incorrect when it wasn't.
Other than these three points the service has been consitant and fantastic. I am able to stream netflix while my fella plays games online with absolutely no issue. The download and upload speeds are rapid. The only time I have called customer services was today (to cancel) the entire call took about 5 minutes, so nothing I can complain about there.
Now I am faced with the arduous task of finding a decent DSL provider who will no doubt force me to pay line rental. Urgh.
- Location
-
- Location
- Watford
- Reviewing
- Virgin Media
- Date
- 2015-09-27
- Comments
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Virgin has been excellent for us. Very very reliable: very quick broadband and when I have had to use customer service they have been good and helpful.
We were with Sky who were appalling. My only criticism is the price.....what was a sensible £75 a month for TV, phone and internet has crept up to £97! Recommended if you can get the price right.
- Location
-
- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2022-09-17
- Comments
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Very satisfied with the speed (reach 100mbit every time) and with the reliability - we can't recall any downtime in the 18 months we've been with them. The customer service isn't amazing, is it ever? and things move slow.
- Location
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- Location
- Runcorn
- Reviewing
- Virgin Media
- Date
- 2009-08-03
- Comments
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My service was 2mbps & I never got below that. It's been upgraded free to 10mbps & I think the result of this test is excellent.
- Location
-
- Location
- Oxford
- Reviewing
- Virgin Media
- Date
- 2014-10-08
- Comments
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In comparison to the other reviews, I had a good experience with Virgin last year.
Our package was 60mbit. Our speed was at least 60mbit ALL THE TIME. It sometimes reached 70mbit. Very very few dropouts, never lasted more than 5 minutes.
Customer service has always been great. They even give you the mobile number and email of the person you are on the phone with (and they really do try and phone you back, even if you are in another continent!)
Signed up for a new package, they gave me a 6 month contract. Free installation. Slight wait for the engineer though, but that's the same in all the other cheap broadbands.
- Location
-
- Location
- Sheffield
- Reviewing
- Virgin Media
- Date
- 2018-01-18
- Comments
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EVERYONE COMPLAINS ABOUT THEM INCREASING OR CHANGING HOW MUCH THEY AGREED TO CHARGE YOU BUT... WHEN SIGNING UP, YOU CAN MAKE THEM AGREE NOT TO CHANGE PRICES AND THEY WON'T!!!! In every contract, Virgin state in terms and conditions that prices may change and when signing up over the phone, if you mention you don't want that to happen, MENTION IT! I've been with them for 7 years and everytime i renew every year, i tell them i dont want price increases and it's never happened. I agreed on 50 MBPS HOWEVER... you may not get that, i get 25 instead however it's still enough. LOVE VIRGIN!
- Location
-
- Location
- Coventry
- Reviewing
- Virgin Media
- Date
- 2010-10-15
- Comments
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I have been completely satisfied with my package and supplier. I have consistently achieved the full 50Mb/1.5Mb down/up speed I am supposed to. There have never been any outages. The supplied wireless 'n' router has provided high broadband speeds throughout my home network. VM should consider a router with gigabit ethernet capabilities now. Also I am looking forward to their 10:1 download/upload ratio. About time too.
Customer services have always come up with answers to technical queries, although sometimes I have had to wait a long time for a response.
The TV service is really good, keeping up to date with new technology and with good deals with Sky.
NB I am currently on VMs 200Mb download trial in Coventry. Your speed tester cannot cope with that speed. Time for you to upgrade especially with 100Mb rolling out any time now.
- Location
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- Location
- Liverpool
- Reviewing
- Virgin Media
- Date
- 2017-01-21
- Comments
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Virgin has always been so reliable for us, I cannot fault it and sometimes we have 3 or 4 devices on at a time, I have been looking at reviews as I want to change provider just solely because of the cost of virgin and each year it increases.
- Location
-
- Location
- poole
- Reviewing
- Virgin Media
- Date
- 2009-08-07
- Comments
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Virgin are the best, keep sky or bt I have friends who are on sky broadband they pay for 10 meg and get less than 3 that say it all for me
- Location
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- Location
- Gravesend
- Reviewing
- Virgin Media
- Date
- 2010-05-29
- Comments
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To the person who says they are paying for calls,try dialing 150 I havent been charged yet.
I get 9/10mb, this is fast enough for my needs so Im satisfied.
Cable is generally faster than copper but costs more, you get what you pay for
- Location
-
- Location
- Halesowen
- Reviewing
- Virgin Media
- Date
- 2018-04-03
- Comments
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I have been with Virgin Media for Broadband and home phone since December 2017. I have experienced no connection problems or reduced broadband speed or other technical problems to this day. Also, their customer service is very good. Overall, I would recommend Virgin Media to others.
- Location
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- Location
- Scunthorpe
- Reviewing
- Virgin Media
- Date
- 2023-03-22
- Comments
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A lot of people seem to slate Virgin Media but I reckon they get a lot of things right.
Broadband service is excellent, it's fast and reliable which is great for working from home. I think in 12 months it has be offline twice for about an hour when they were doing upgrades to the network.
WiFi from the router has a limited range in larger houses but nearly all standard broadband routers have this problem. I installed a mesh system and it works great on the back of their service.
Customer service has improved a lot over the years too (it was awful!). You can access most things you need online and if you need to call them they are pretty good these days.
Not perfect but the horror stories I hear from people who are on fibre via openreach to sky, vodaphone etc. means I'll probably be sticking with them.
- Location
-
- Location
- Halifax
- Reviewing
- Virgin Media
- Date
- 2015-02-11
- Comments
-
Brilliant customer service, A1 ultra high speed broadband. My issue though is the cost, £49.50 when I have Sky TV who will give me 30mb FOC for 12 months... bye bye Virgin!
- Location
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- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2017-05-12
- Comments
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Have to say coming from having Blueyonder then Telewest and then on to Virgin media. In all 3 instances I have found the customer service hit and miss, sometimes they are great other times you get someone who doesn't speak English very well and getting your point across is very difficult. with regards to Broadband.. absolutely the best. solid 220mpbs / upload of 12mbps+.
people tend not to say anything if they are happy so you will see a lot of negative comments. I have had Virgin in its previous branding since 1999(dialup!) I am now paying £43 a month for 200mb BB, home phone and full house TV package)
- Location
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- Location
- Merseyside
- Reviewing
- Virgin Media
- Date
- 2016-03-09
- Comments
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I have only been with virgin for the last 4 months but so far so good, never a drop in signal loss of tv signals or issues with the phone the only issue I have is with the remote to the box is horrible bad design but that's nothing
I have no idea why the others here have so much problems as I do not see the same issues here but as I said it's only been 4 months but 4 good months :)
- Location
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- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2017-09-03
- Comments
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Personal experience has been excellent. They have offered me a very competitive continuation package (following the 12minth introductory) and rectified a complaint I had over the bill transition period.
- Location
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- Location
- North London
- Reviewing
- Virgin Media
- Date
- 2016-01-25
- Comments
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We're on a service that's advertised as 160Mbit, and we reliably get ~150. Solid, no arguments from me. We've been with Virgin for about 10 years now; reliability has been decent, average of less than one significant (>1hr) incident per year, plus the odd few minor hiccups. Not had any customer service issues with changing services / moving home; tech support has been a bit iffy but got there in the end.
- Location
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- Location
- preston
- Reviewing
- Virgin Media
- Date
- 2015-09-24
- Comments
-
so far so goo do dont want to jynx this lol been with them a coupkw of days now .. the customer service is great... even my fiancee has commented on how good the internet is.. he downloaded fifa 16 within 30 mins on an xbox one.. so far so good.. ive been woth talktalk and sky internet in the past virgin has been the best so far for me
- Location
-
- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2010-09-09
- Comments
-
Shocked at how good the customer service was. Called them last night re problem with phone line. They offered engineer visit next day and £10 compensation without me even asking. Opted for visit next week to suit me. Just got home, card through the door to say they popped round anyway and have fixed it. 10/10 customer service. Cable services pretty good too.
- Location
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- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2018-08-18
- Comments
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Customer service not the best in the world,would benefit from uk and ireland call centres.got full house tv,talk weekends and top broadband (350mbps) although actual speed is appx 380mbps d/l and appx 23mbps u/l for £54 a month,if u can haggle with em u will get a good deal.
- Location
-
- Location
- Colchester
- Reviewing
- Virgin Media
- Date
- 2018-09-16
- Comments
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Had for one year. Never to my knowledge lost connection. Overseas call centres a little harder to plow through as they read from a script but always get there in the end. Haven't tried to leave. Just had a price increase as been with them over 12months. Going to try and ring and get is discounted down for loyalty. Only have broadband so not too expenseive
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2017-09-22
- Comments
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I have not had any major problems with virgin and have been with them for years. Speed always good, customer service is very easy to get through to and always helpful. There have been occasions when it has gone off for few hours or even a whole day but nothing to moan about. I don't particularly want to change them but...
I really need a much cheaper one as I find almost £60 a month extortionate. But unsure which one to choose as seeing very bad reviews on the rest of internet providers :(
- Location
-
- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2016-09-01
- Comments
-
Fast and reliable broadband. Would recommend.
- Location
-
- Location
- gloucester
- Reviewing
- Virgin Media
- Date
- 2017-04-12
- Comments
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im very lucky to have a good experience with them as all the other reviews say they are bad. ordered the 200mb fiber a month ago and was installed a week later and get 220 down as 12.5 up all day long even at peak time
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-05-26
- Comments
-
The speed is good,but the customer service is horrible. I can't view my bills online as I can't create a account and this has been reported since I got the connection. Every week I get a call from virgin media call center to check the issue and no one has bothered to fix it. Two months and the issue still persists.
- Location
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- Location
- Essex
- Reviewing
- Virgin Media
- Date
- 2018-07-07
- Comments
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I have had virgin services on and off over the past 20 years. Yes they have their flaws but so does others! I just switched back to them simply because my BT services had to be reported several times a day to work normally. What you guys need to realise that if th live in middle of no where you will have more issues about broadband and telephone. J live in a town it's a decent size town and we dont get issues. I on my left virgin before because they were expensive. Now they have a £29 deal for all 3 services I tried all others and they charge more for once virgin is the cheapest. Oh 1 more thing most internet providers now will lock you in to 18 months contracts virgin still 12 months only.
- Location
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- Location
- Airdrie
- Reviewing
- Virgin Media
- Date
- 2022-04-20
- Comments
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I've been with Virgin for almost 13 years now. Our internet connection almost always performs above specified speeds, and rarely dis noticably lower. In these 13 years, we have suffered 3 outages of a few hours. This is a great result when you consider the complex logistics of maintaining a network. There are three downsides to virgin however. 1.Price hikes - these happen yearly and are always at inflation + an extra percentage. Inflation I can acept, but the added percentage is a rip off. 2. Supplied Router - The superhub 3 or the more modern 4 are dire. They need regular rebooting (which takes about 5 mins to complete) and the wifi coverage is terrible. If you choose to go with virgin, an aftermarket router is a must (a huawei ax3 costs aboutr £30 and massivly improves performance). 3. Customer service is terrible. Most agents seem to be based in Asia and comminicating with them is hard, and they seem only to be trained to follow a script. Waiting times can be significant, and having to redial numerous times to get an agent in the UK makes the process a huge pain. In my experience, problems have been rare, but if you do need to call, expect pain.
- Location
-
- Location
- Corby
- Reviewing
- Virgin Media
- Date
- 2017-05-16
- Comments
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A Virginmedia engineer ,Oskar, relocated a TV point for me today. He worked quickly and explained everything as he was working. He was happy to make sure that I was completely satisfied with the work done.
- Location
-
- Location
- dudley
- Reviewing
- Virgin Media
- Date
- 2017-05-07
- Comments
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expensive really but the best i can get. everything else is poor 3mb via telephone line.,
- Location
-
- Location
- Belfast/Newcastle/Gateshead
- Reviewing
- Virgin Media
- Date
- 2019-01-10
- Comments
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First, I'll starty off by saying that Virgin Media speeds are awesome.
Virgin Media offers a credit option that allows you to build up 2 months of bills before you're expected to pay if you choose the Pay Online option.
You are only required to pay the last bill of the two to restore your services if you are unable to pay the bill for one month.
This is great for anyone who may have financial diffulties or are self employed.
The service has 24/7 Technical support which is awesome but the billing team is only avalible Mon-Fri so try to be ontop of your bill or call before the weekend if a bill is due and you need a little more time to pay it.
The service has failed about 2-3 times in the 4 years that I've been with them and three places that I've lived.
Virgin Media has always done their best to resolve any issues and their automatic bot seems to fix a few before the agent even answers the phone.
I'd reccomend Virgin Media to anyone because of it's speed, reliablity and it's agent avaliblity.
- Location
-
- Location
- Shropshire
- Reviewing
- Virgin Media
- Date
- 2010-04-02
- Comments
-
Out of 10 meg I get between 7 and 12 depending upon which site I use to do the test and how heavily their websites are loaded. No complaints other than getting an engineer can take 2 -3 days
- Location
-
- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2016-07-22
- Comments
-
I recently had my services cut off and made a payment plan I needed the Internet as my husband has to look for work I rang several times to see when it was being switched on again following this payment plan and it was like banging my head against a brick wall I have been with virgin media many many years. The last call I made was to a guy called Ali. He was very very helpful and his customer service skills were excellent he was empathetic , kind cheery and went out of his way to help me within 10 minutes my services were back on I just wanted to say a big thank you to him as I was very impressed with his customer service skills as this is not usually the norm.
- Location
-
- Location
- Perth
- Reviewing
- Virgin Media
- Date
- 2016-08-02
- Comments
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I've had a trouble free experience with Virgin in relation to the reliability of the service. I've had a contract with them for 3 years, and as far as I can remember I've not once had a drop out in the service or speed. My only gripe would be the regularity that they've increased my monthly payments. There doesn't seem to be any reward for customer loyalty, but if it's consistency of service you're looking for, I would certainly recommend.
- Location
-
- Location
- Merseyside
- Reviewing
- Virgin Media
- Date
- 2015-01-28
- Comments
-
Just left Virgin Media as their charges went up dramatically and they wouldn't entertain and deal! However, for last 18 months or so have had no real problems with broadband speed or reliability (just a couple of outages affecting my postcode). If they had held the price I would have stayed with them - but it was too big a hike. Customer service contacts have been fine - no real complaints except sometimes quite a wait.
- Location
-
- Location
- Poole
- Reviewing
- Virgin Media
- Date
- 2020-06-03
- Comments
-
Having been with Virgin for a year i report as follows speed very good average of about 85mb download can rise higher. We have never had any real problems had outage for several hours once since then all good. Router we have is fine for the house we are in wifi works everywhere. Sometimes 4 devices online again no problems. The package we have include telephone (never used) and basic tv bundle. The customer service is a little slow getting through but have contacted alot worse. We strted with an new user offer of 12 months at £29.00 a month, checked my account online and found at the the end of the 12 months that was gong to nearly double to £59. Phoned before the 30 day cancellation time explained. Was offered the same for £38.00 Only £9.00 increase. So Virgin media broadband has been fine for us good speeds and no real problems so would recommend. But important you contact before 30 days from end of your deal to either give them notice that your leaving or arrange a new deal.
- Location
-
- Location
- Gosport
- Reviewing
- Virgin Media
- Date
- 2009-07-30
- Comments
-
Cable broadband rocks!, Ok I'm a little old to say "rocks" with any real conviction, but at least it works how it's supposed to, I pay for 10mb and get 9.8 (which is, lets face it, close enough).
- Location
-
- Location
- Colchester
- Reviewing
- Virgin Media
- Date
- 2009-08-03
- Comments
-
Just upgraded(for free)from possible 2Mbps to 10 Mbps. Test showed speed as 9.45 Mbps. Most satisfactory!
- Location
-
- Location
- London SW18
- Reviewing
- Virgin Media
- Date
- 2017-02-13
- Comments
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I've had Virgin SuperFibre 50 for 6 months now. Getting 54 mbps down and 3 mbps up. Very happy with these speeds. No reliability issues.
I signed up for 12 months and they sent a contract for 12 months. When I challenged them they said they don't offer 12 months plans. Once I showed them proof, they accepted and said they would send a new contract but never did.
Land line phone service was included free of charge. Quite expensive but works ok.
But for the broadband service, I am super happy.
- Location
-
- Location
- Norwich
- Reviewing
- Virgin Media
- Date
- 2020-10-17
- Comments
-
Helen was very helpful, had to wait a bit for a phone call but service is great
- Location
-
- Location
- Lincolnshire
- Reviewing
- Virgin Media
- Date
- 2015-03-14
- Comments
-
Virgin Media are by far the best internet provider, coming from an IT geek. Handles multiple devices very well and the speed is fantastic! I get 100mb/s for the same price it would cost to get 20mb/s from BT or Sky.
Only downfall is their modem, it wouldn't overheat faster if you put it in an oven, get virgin internet and with the money you save buy a proper modem from Asus.
- 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.