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
    Cardiff
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I am so annoyed, I understand that sometime internet can go down, but my god it takes about 20 minutes for the internet to come back on if you have to turn ur box off and on again! Not ideal if you are working from home and have a lot of meetings. It’s embarrassing and unreliable!! It takes TOO long to turn on and actually work!
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Been with Virgin before and ha no problems. Moved in January and since they I had no WIFI. No matter how many times I contacted them nothing was resolved. Not to mention that you loose half a day with them.
    Today, one representative agreed that I have no WIFI services and told me he will send WiFi pod free of charge. Later I received my invoice increased. I will not accept them when they come.
    I called again to ask and, because I’ve been waiting for so long for them to fix I recorded everything . When the lady representative answer she was adamant that the phone call will be finish as she does not give consent.
    I think that Virgie media is a joke. Obviously management does not have a clue of what is happening in their company and middle ma agent seems that doesn’t care.
    I already took this personal and started the necessary steps to resolve my issue with them. However, I would like to advise people as I would have liked to be , not to go ahead with this provider. It will be a loss of money and gained stress.
    The internet is full of negative comments about them and I wish I had a brain and search before agreeing a contract with them.
    In addition, they are asking me for 240£ if I want to end the contract with them, even thought I did not benefit fully from their services.
    I don’t want you to be convinced of what I am writing here. I want you to read people’s reviews regarding their services and then you will be 100% convinced.
    Thank you !
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    Tv gone off went through automatid call fault found not resolved spoke to human told that equipment was fine told me that the engineer will be out on Tues to day is Saturday
    Will need to take time of work to accommodate so cancelled contract at cost for suppliers lack of engineer availability will not recommend virgin
  • Reviewer
    Location
    South Croydon
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    What can I say, Virgin support think it's perfectly fine for a whole area to be down for four days. It's fast when it works, it's just the slowest when it doesn't, which is often. Worst customer experience ever, and cost me to get rid of it. Will never go back. Try working from home when your broadband is down for four days. Just plain BAD. Avoid.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Virgin media will work (sometimes). When the connection isn't up and down when you're trying to work from home you can potentially get good internet speeds. The main issue is if you want to move home; if Virgin Media do not want to provide services to the home you're moving to, they will charge you hundreds of pounds in "early termination fees". Currently questioning the legality of this. Be aware, awful customer service, and vile business practices. Tell Richard Branson to pay his taxes.
  • Reviewer
    Location
    Witney
    Reviewing
    Virgin Media
    Date
    Comments
    Terrible after sale service.
    Very difficult and time consuming to contact anyone when a problem occurs
    When or if you can eventually speak to someone it is suggested that you may be doing something wrong and if an engineer is needed to reslove the situation you will be charged a call out fee if not Virgin responsibility ?
    After many months of attempting to cancel my subscription both my family members and friends have now subscribed to a more impressive service elsewhere
  • Reviewer
    Location
    South Shields
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    I have been a long term customer with Virgin Media and recently I renewed my contract on the understanding that I was moving and that they provided the service to my new home. I had issues prior with customer service and contracts but it was the fastest broadband I could get.
    It turns out after telling me they did, they didn't and they had made no note of anything Id mentioned on the account. Naturally I have disputed this and have been chasing to have the call listened to I have been promised call backs by certain points twice and haven't received them after spending a long time on the phone both times. Multiple people have been into my account and despite asking about listening to the call every time they have made no notes on the account.
    They are trying to charge me an exit fee because they don't supply when they said they did and are doing nothing but covering up what I raise. Seems like its a systematic thing rather than an individual thing as well.
  • Reviewer
    Location
    LONDON
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Hmm,where do i start....
    Moved into a new house and called virgin media to get the internet,that was on 24 january 2021.
    they schedule my installation on 9 feb.
    On 10 feb received a message to reschedule to 26 feb.i called them every week since then and the answer was always the same : we will call you back when we have any news.BUT THEY NEVER CALL YOU BACK.
    They offered me 25£ for every time they missed the appointments,got around 175£ there.
    Because i was working from home i lost my job at the end of march because the company had to let me go as i was unable to do the work without internet.
    In may 2021 they rescheduled 3 times the installation until june 4th.
    On 17 june they call me (finnally) to let me know it will take more time to get the installation.I said NO and they cancelled the account and everything without even say sorry for the incovenience and no compensation given.
    Their departments DO NOT COMMUNICATE between them.
    The Customer Service is AWFUL.
    PLEASE READ THIS AND DO NOT GO AND TRY TO GET THE SERVICE FROM THEM
  • Reviewer
    Location
    BASILDON
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I pay around £50 for 350mbps for their service and it is greatly disappointing. I only get wifi in one room where the hub is placed. I have called customer service many times to complain and they have not resolved the issue and all they have been asking me to is pay more money.
  • Reviewer
    Location
    Earls Court, London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The internet cuts out multiple times per day, every single day. We've told Virgin about it, but they have no clue how to fix it. They've tried resetting the line a bunch of times, but that's about it. Customer Service is shocking. I suspect the reason the connection drops out regularly is that they are undertaking work to upgrade the local cables. Virgin could at the very least notify its customers this is happening, but they choose not to. Thankfully we'll be getting rid of them very soon.
  • Reviewer
    Location
    Matcham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Awful company whenever something goes wrong. No accountability to deal with your issue and then close down complaints without contacting you to follow up on them. I have been lied to by their agents on multiple occasions, such as blaming covid restrictions for being unable to perform an engineer visit (absolute nonsense when they are still installing new lines) and agents recording my complaint with a fake contact number which prevents a manager from calling me. If I could give 0 stars for customer service I would.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Speed
      3 stars
    Comments
    - Internet only works in the room in which the box is (we don't live in a big flat)
    - If we connect more than 3 laptops, connection starts slowing down and crashing regularly
    - We called several times to request a box change or any other type of way to improve the situation, but nothing changed
    - When calling to cancel, the person on the phone was aggressive and not helpful
  • Reviewer
    Location
    Croydon
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We been virgin media for many years but day by day their services getting rubbish .our business phone is not working for more than 2 months and I have called them more than 10 time and each time I'm calling someone answering from India or here and they telling me 3 standard words which are ( 1.we are very sorry , 2.we apologies. 3.sorry for the inconvenience) . Today I was in the call from 10.30am till 14:08 and each one them is passing to other one fault was informed more than 2 months ago and they still dont have a clue what I'm talking about. More than 2 months not services but the direct debit is going and we losing our customers and our business. Please to any one is reading this don't go for virgin media it will be the biggest mistake of your life .
  • Reviewer
    Location
    Bedford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      3 stars
    Comments
    Utter gits. They so messed up transfer from Sky that I permanently lost my landline number, and never had a working landline. Their support helpline is absolutely grim. More thanan hour wait each time and the line is dropped about a third of the time. AND YOU CAN ONLY CANEL USING THAT LINE! You can' teven WRITE A LETTER TO TO THEM TO CANCEL. So I eventually cancelled. They would not allow it and persued me with relentless debt collectors. I took them to arbitration and they lied there too, but I still won. I left them the year before becuase they was monsters. They learrned nothing except that, hin the UK, delivering good service is simply not cost effective - there's no incentive to do it, and the law is quiet on the matter. MORALLY BANKRUPT.
  • Reviewer
    Location
    Galley
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I have been a virgin customer for many years and in the past have been very happy with the service however since my latest contact it has been appalling- the customer service is shocking and if you need to call be prepared to be passed around and waste hours of your time without anything being resolved and that is even if you can get thru. I signed up for 200mbps and I can only get this in the room where the router is - virtually nothing upstairs when it has always been fine before - I was sent a booster which you have to pay extra for when this service is not fit for purpose and other providers give these free. I wanted my access point moving and they refused to do this due to ‘covid’ but when asked they confirmed they had no problem doing this for new customers. Despite not resolving my issues they have no problem calling me in a weekly basis trying to sell me more products when I have asked them not to - this is a breach of my marketing preferences. I also spent hours raising a complaint via webchat only to receive an email the following day saying the complaint had been closed. This company has gone downhill big time in the last 12 months.
  • Reviewer
    Location
    Harrow
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      2 stars
    Comments
    Virgin is terrible. It's down very often. Virgin has no customer service to speak off. I will never sign up for Virgin again.
  • Reviewer
    Location
    Erith
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Reliability is poor, a nightmare
    Reliability is poor. Speed is intermittent and no where near advertised, I have the 100mbps package and only receive 20-40% of the speed I pay for. Wi-FI absolutely unreliable, it drops every 30 mins or so The customer service is atrocious. You sit on hold forever.
    They trick you into longer contracts and then make it really hard to cancel.
  • Reviewer
    Location
    Erith
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have the 100mbps package and only receive 20-40% of the speed I pay for.Reliability is poor. Speed was intermittent and no where near advertised
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Team cut off our internet for no reason and left.

    We work from home and a reliable internet was the selling point signing with virgin media. Of course we came to learn that is not reliable at all, it's always dropping - halfway through meetings is a classic.

    This Monday, someone from Virgin came to fix something in our building unrelated to us. They cut off our internet, so we went downstairs and talked to the the engineer. explaining that whatever he was doing, had cut off our connection. He said he would restore it, but then simply left without fixing it.

    Result: from 16h Monday to now we've had no internet. We contacted them several times - always a hassle, since speaking to human is luxury at Virgin - and after a lot of 'nothing can be done', they schedule an appointment for today, Friday. So all this time, no internet, no work - just a borrowed WIFI and our 3gs to do the bare minimum. Already unacceptable.

    As if it wasn't enough, they didn't show up to their appointment (which I've been waiting since 8am). Instead, they called me once (while I was in the middle of a meeting). I tried calling straight away back, but all I get is a message 'The Virgin team has tried to contact you, goodbye'. Very unacceptable.

    He left a message, that is absolutely impossible to understand. More like a grunt 'This is from virgin media kskshds'. No way to contact him. No way to know what's going on. Not even a written message of any sort.

    So unprofessional, complete disregard for their clients, absolutely unacceptable costumer service. The fact that the engineer was here on Monday to fix something, cut us off and then left knowing of our situation is beyond me.
  • Reviewer
    Location
    Eddington
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst customer service and company I have ever come across worse than Ryanair. I ordered my broadband on 5th May, today is 11th June, they have cancelled 3 appointments to fix the internet outside. on top of that, I called to ask them OMG they asked my name and address like 3 times and transferred to 3 different people. I don't want this kind of customer service. Virgin Media has good marketing and SH** customer service. I am trying to cancel it today but after 15 minutes of unwanted songs I got to 2 transfers then they ask me to hold then they hung up on me. DON'T BUY THEIR DEALS VIRGIN MEDIA IS NOT A RELIABLE COMPANY.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Virgin media is total a fraud and I have been told by virgin media that they do only soft search on your credit history. But they did hard search on my credit history and damaged my score. Also complained but after 10 days contacted again and been told there's no complain on their system, second time complaint and beed promised I will receive the reference number through the post email but never received so I'm thinking to take a legal action against the virgin media.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    Props to the virgin media for having one of the best but scummiest business model in the world. Customer service is phenomenal as well, I got passed around from person to person like a cheerleader in a sports team, giving security information 4 times because every person got fed up with me for trying to get a better deal.

    I'm paying £33 for 50Mbs package but because it's wireless it's only 30. After an hour long call with them I accepted the fact that I will never ever get 50mbs but I will still have to pay an absurd price for it.

    I was trying to cancel my contract and there's a fee so I thought I had to wait a year. Turns out, THEY CHANGED IT SO THAT THE CONTRACT IS 18 MONTHS, HOW CONVENIENT! They just take more and more money from me but never give back.

    I've been a customer for 3 years and there's literally no room for negotiation anymore, everything is so conveniently made so that they make as much money as possible before you can change and make your life better, it's horrible and I sincerely hope that they change or else I will just move after the convenient 18 months! 12 months contracts have been around forever until now it's insane.
  • Reviewer
    Location
    Maghull
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Honestly when it runs. It runs well but there's no responsibility. It's rare I get to use it properly cause I'm at work but when I'm at home and I just sit down to play games with my friends it's completely unreliable to the point I have to apologize to my friends for the sake we can't even play games together without me disconnecting at least twice in half an hour minimum
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I have the 100mbps package and only receive 20-40% of the speed I pay for.

    All attempts at getting it sorted are mired by slow and bad customer service that seems to be put in place to just waste you time and not resolve anything.
  • Reviewer
    Location
    London , pemberton gardens
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Virgin Media - Is really and truly an absolute joke
    I can't believe how useless this company is!! I have not had any internet from 6/04/2021 until 26/04/2021.the representative has told me on the phone that I will have the best internet broadband ever, (I have left talktalk because the service was really bad, intermittent broadband, no internet broadband at all sometime ) that what I have told the representative as the reason to join virgin media .
    An engineer attended to sort the problem out to be told he can not fix the problem , so there is a need to send me another engineer - which is on the 26 June - that will be more than 3 weeks with no internet, and no one in this company can seem to help me get this done quicker!! its an absolute joke!!!!!
    The second engineer told me he fixed the problem, but to my amazement it did not solve the problem ,on top of that my service hardly ever works.
    I call them once every week trying to sort my connection -, but it had not changed
    they say I will get repaid for the amount of time I wasn’t able to access internet , but was told later I am not eligible for that , I t’s absolute shambles I can't tell you nor express how much I hate this company now

    I told them I am one of the nurses , but they have not given any discount , even they say on their web page they do .we have in the hospital where I work something called freenet, where an employee can leave feedback about any services he wished to, I have left negative feedback in there, it is viewed by more than 30,000 employees in the NHS trust , some staff asked me about joining virgin media , I expressed my feelings and told them the truth, now they joined another broadband provider.I am well happy that my feedback has been seen by around 13,000 staff so far. I don’t know how to upload the picture for the screenshot otherwise I would show you the feedback.
    Please avoid at all cost!! do not join with them!!! just useless in every way you think about .
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Reliability is poor. Speed was intermittent and no where near advertised.
    The customer service is atrocious. You sit on hold forever.
    They trick you into longer contracts and then make it really hard to cancel. You can upgrade online but not cancel online only on the phone. Then they don't employ enough staff so I have been on hold for a cumulative 3 hours.
    You cannot cancel more than 30 days in advance but then have to give 30 days notice so they can take an extra payment.
  • Reviewer
    Location
    Cheshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I've had the virgin M100 package for 4 months and it has never worked (Wifi drops every 30 mins or so). Today they have excelled themselves and said that you don't pay for wifi and so they aren't contracted to deliver it. They say the routers are capable of delivering it however it isn't part of the package and its just luck if you get it. So if you want wifi (you can only hard wire 4 devices into the router) don't use Virgin. I have also spent over 2 hrs on the phone (or in a queue) today and got no where. Unfortunately I am tied to them for another 14 months and they will not release me but if you haven't signed up, please go elsewhere if you want reliable broadband.
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Deceptive (and costly) charging and awful customer service

    The internet is okay, but the service is appaling. I signed up and attempted to claim the refer a friend discount (£50). This was never honoured. I tried to resolve this repeatedly, and at each stage was told a new story: first that it would be taken off my next bill (it never was), then the money would be credited to my account (it never was), and then that I need to contact the third party to arrange the credit myself (contacted them to be told me they could not help). When I called up to cancel after several months of this, I was advised that they would honour the refer a friend credit (now long promised) so long as I stayed on as a customer. At this point I cancelled my service as trust and good faith were spent - they then advised they will charge me an additional month (?) and then send a cheque to repay me the extra month I would be charged.... there appeared to be no reasonable explanation as to why. I do not trust I will ever recieve this cheque. The customer service is actively deceptive and incompetent, explain at each step why the previous representative was wrong with no apology or acknowedgement, present you with a couple of new rules and regulations, make promising assurances, and then there is absolutely no follow through. It's a shame as the internet was reliable and speed okay. Just the deceptive charging and incompetent customer service.
  • Reviewer
    Location
    Cheshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Virgin are absolutely atrocious. I have had them for 4 months and never had an acceptable service. I rely on broadband for being able to work from home and don't get a single acceptable call during the day. Their servicedesk doesn't provide service - you get cut off before speaking to anyone and their online help is more stupid than most of their support teams. Use anyone other than Virgin.
  • Reviewer
    Location
    Leeds
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    I tried contacting Virgin to cancel the broadband as I'm moving houses and plan on changing as I'm a uni student so will be able to get use of alternate 12 month contracts. I was kept on hold for half an hour, then hung up and called back, only to be left on hold for an hour.

    I am now trying to cancel through web chat and am still being strung along. I have explained multiple times that I am not continuing with my Virgin deal...


    The broadband has generally been fine, needed ethernet cables occasionally but generally operational and reliable.

    Just awful customer services.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Virgin Media - I can't believe how useless this company is!! I have not had internet for 5 days now.., they need to send me another engineer - which is on the 15th June - that will be 3 weeks with no internet, and no one in this company can seem to help me get this done quicker!! its an absolute joke!!!!!
    on top of that my service hardly ever works, I am on the phone to them at least once a month trying to sort my connection - then they have the audacity to increase my bill - and when I tell them - they say ok will give you a discount which is basically still more than I was paying - when searching for new lines - I see they are doing the exact same package as mine for half the price! FFS are you kidding me!! It's a joke!! I can't tell you how much I hate this company!
    Avoid at all cost!! do not join with them!!! just useless in every way possible!!!
    Anyway, now I'm basically stuck with no internet for 3 weeks, unable to work, which will affect my income, a phone bill is ridiculous as I've actually called virgin 30 times in the last 5 days to try and sort, and not a single person has been helpful! I really don't understand... can anyone explain???

    AGAIN STAY AWAY FROM VIRGIN MEDIA! ITS NOT WORTH THE PAIN!!!!!
  • Reviewer
    Location
    Solihull
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I opted to switch from Sky to Virgin Media on 24th December, as Virgin are currently the only fibre provider in our area. I cancelled my contract on 1st April - at which point they hadn't even installed it!!

    I had engineers come out to the house on 3 separate occasions - which was on top of the occasion when someone was meant to come out, but no-one bothered & I didn't even get a call/text/email to let me know.

    We live on a main road, but they had to do some external work to fit the cable (which the engineers said was a "standard job that they do all the time"). This work was pushed back numerous times to the point where they said my next installation date was April & by that point I'd given up. There was a month or so in there when one of the other utilities were digging which held things up a little (before their "customer experience" team try to reply & justify the delay), but the work should have been done months before this started & I left plenty of time afterwards before I cancelled it.

    Trying to contact them was impossible & when you did get through it was to an Indian call centre who had less information than I had, so that was completely pointless - they couldn't give me any information whatsoever.

    I'm really glad that I did cancel it, as since telling others of my experience it seems I'm far from alone with the implementation problems & the service only gets worse once you're a paying customer!!!

    I'll be sticking with Sky & waiting for Openreach to upgrade us to fibre.
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Horrendous customer service, really appalling .
    On the phone for nearly an hour waiting to get through to the right department, then I was cut off. Phoned back and now still waiting again and it’s been 30 mins so far.
  • Reviewer
    Location
    slough
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Today is the final champions league and from.morning no internet....plus.my contract was raise from.26 to.29.50 witjout announce me ...no compensation....worst company ever. Ombusdan and small.court !!
  • Reviewer
    Location
    Swindon
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I cancelled before they even gave me a service.

    My sky broadband was ending mid June.

    20th Feb I ordered virgin broadband to be installed 29th March, so I could avoid sky price increase. Come 29th March I got a text message saying there is a delay in starting your services. I thought fine, is this a delay for a day, 2 days, a week, a month? What am I expecting.

    So I waited 2 further weeks thinking I'll get a letter, an email, phone call or something to say what the delay is for, roughly how long, I heard nothing from them, so I phoned up myself to see what's going on. I explained I purchased on February, for march install, and we're in mid April and I've heard nothing, he explained about road works needed permission to dig up, which I totally agree and knew about, hence why I ordered way in advanced, so he said could I give it until end of April , I said yeah sure no problem


    Anyway end of April comes, again, nothing , no text, email , phone, letter. So I thought well this is now beginning of May, I'm done, my actual sky broadband ends in a month's time I'll just simply stick with another OpenReach network provider.

    So I phoned virgin up, and said I want to cancel everything. Well, the Indian guy on the phone certainly didn't like that, asking me What am I going to do with no internet!? (Shock horror), so I said oh no sir I'm fine, my sky doesn't run out until June. To which he replied "Then why are you in a rush to cancel", in a rush? I ordered 20th February, it's now May, I was certainly in no rush otherwise I would have voiced concerns waaaayyy sooner. He then asked am I going to use virgin in the future , "yeah of course I might, could be 1 years time, 2, 5, 10 years, I have no idea". So he said Then let us continue with installation as no matter what you're going to need to have this outside work carried out regardless, so I said yeah true but I don't care at the moment, I'm done with it, and I'll worry about that when I decide to try virgin again. He then proceeded to say the same thing over and over again about getting the work installed anyway, my answer was the same each time, I'm done with it, don't want it. He said why don't I just get the work carried out, then cancel once it's done. So again I said, no I'm cancelling now, if you want to carry the work on, go ahead but I'm not using the service when it's setup anyway. He finally gave up , cancelled it within about a minute, and said all done, you'll get an email confirmation
  • Reviewer
    Location
    Aylesbury
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst internet provider I've had so far. I've been with them for a few months only and since then I've been constantly experiencing connection issues. Now my wifi has been out for 4 days now, and nothing has been done to solve the problem. Their customer service is non-existent. To be avoided.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    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.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    For money they took for the service they do nothing. Incompetent installation, bad connectivity, low quality support. There is much more interesting suppliers on the market
  • Reviewer
    Location
    Lincolnshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    It’s is the worst internet provider do not provide what you pay for don’t believe poorest loss of connection.when you ring and complain very rude unhelpful put you on hold then cut you off this has happened around 6 times very angry
  • Reviewer
    Location
    Waltham abbey
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      5 stars
    Comments
    I've been a virgin customer for 8 years. The first 7 years was brilliant fastest speed and very reliable! BUT the last year, especially since February I'm only having internet for maybe 1-2hrs a day if im lucky! The engineers are at my house every single week telling me it's a network issue and going to be fixed on the same day! Obviously nothing happnens. I've had enough! I'm sending everything back to them and never use virgin again! Paying £60 a month for literally nothing. Call center is so bad, can never speak to a manager.

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