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
    Sussex
    Reviewing
    Virgin Media
    Date
    Comments
    My VM email address of 20 years stopped working 4 weeks ago. Ringing VM daily - am told each time, 'yeah yeah it'll be fine in an hour' - 'we'll ring you later to check'... blah...

    Still doesn't work.
    Still no call back from them.

    They are unable to fix their own simple error - or use a telephone.

    Incompetent and lazy
    No MORE MONEY FOR YOU, VM!
  • Reviewer
    Location
    London catford
    Reviewing
    Virgin Media
    Date
    Comments
    There are no words to describe how bad their service is.
    They're advertising 200MBS and I'm currently getting 15MBS more than 10 times slower.
    I have moved from Talk Talk to them back in February this year, based on their advertised speed, but that was nothing than a trap, i have complained several times they have said they will monitor it and fix the issue but that story is going on and on and speed and reliability is worse and worse.
    Stay away from them, not to say that they're customers service is in some foreign country who bluntly just cannot comprehend the situation.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    When it works - its fine. But if you ever get a problem - good luck. Its impossible to get support and they just keep telling you to reboot your router. So frustrating.
  • Reviewer
    Location
    BIRMINGHAM
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Have requested switch to virgin in January 2021 but the installation date was postponed two times in Feb and then no installation date given till 20 May. Four months wait for nothing so terminated the never existing service. Very bad customer service and will not recommend.
  • Reviewer
    Location
    Kingston
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Customer service are useless and extremely unhelpful I ended up cancelling the service and taking my business elsewhere
  • Reviewer
    Location
    Leicester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      3 stars
    Comments
    Keep clear, a horrible provider. I have been trying to cancel or downgrade my price plan for 3 months. You will simply be disconnected after the agent says they are putting you through to customer retention. I finally got through today, I spoke to two ladies who were extremely helpful despite not remembering my password on the account they asked for other additional security questions which I passed. When they put me through to customer retention the lady refused to help me stating that, if I did not remember my password there was nothing she could do. I told her that I had passed security with 2 of your colleagues. She flat out refused to assist me with my cancellation request. It is the law she said, she furthermore said there not enough other security questions to ask you despite clearing security with 2 of her colleagues. I am really appalled by the attitude of this provider. I have spent 1.5 hours on the phone.
  • Reviewer
    Location
    Guildford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    The customer service is the worst. They’re not reliable at all and they’re not helpful they only make things worse and they were supposed to file a complaint and didnt. They kept putting me on hold a lot and then hung up on me. I’ve been on phone calls with them for 2 days and it’s not easy to reach them at all
  • Reviewer
    Location
    Gloucester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Greatest saddest about VirginMedia broadband and V/M tv box main problem after 2021 because broadband ran very slowly and also tv box ran very very slow that I contacted V/M via texts BUT they said it still works. A engineer came here to put old broadband box instead of new broadband and also old tv box instead of new box and then I contacted them and they said other departments other department other departments or departments that it is making me more stressing and hurting my body because I am over 77 years old and profoundly deafness that V/M are still labelling my body because V/M are still ignoring to reading Disability Discrimination Act forever. V/M should be close down possible because under DDAct. Now withdraw all V/M router, tv box and etc. which throw away because V/M can take second hand boxes to other people that's not fair that they MUST have NEW BOXES in the future.
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shocking! on given install date, they say work needed and make a new install date. guys turn up with shovels, have a cuppa and leave. Now livechat says order cancelled no explanantion and transfer to a sales bot. wow.. am.relieved its over now!
  • Reviewer
    Location
    Liverpool
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      5 stars
    • Reliability
      2 stars
    Comments
    Firstly, for the actual service, I was with Virgin Media for 2 years. The deal was the most competitively priced for 100mbps speeds. Throughout those two years the internet speeds never felt great, many days I would check the speed and it would be below 10mbps. Virgin’s terms and conditions make it difficult to challenge drops in speed. On the 27th March I switched provider to get 67mbps speeds for the same price, and honestly, the service has been far better and consistent.

    Now to share my story at how awful it has been to move my services. Middle of March 2021, I contact virgin via the web chat to make them aware I’m moving homes. They tell me they cannot offer 100mbps at the new home, that is fine, I put in a cancelation request. A few days later, I get a call from Virgin telling me I can get those speeds at the new home and they offer me a good deal, I accept and share my details, such as my moving date, the 27th March.

    20th March, Virgin Media terminate my existing broadband, 7 days too early. Leaving me to have to purchase and use Data in order to do my job. To get reconnected took 4 hours 14 minutes (14 at least different calls). Why so many calls? I would be reconnected to another department rather often, and just less than half the time, my call would be disconnected while being transferred. This happened roughly a dozen times from start to finish. I was reconnected after 4 days without broadband.

    While the team helped me get reconnected, they brought it to my attention that the there is also a problem with the new property I asked to move my broadband to. They have to do some building work to get the broadband up to speed and this would take between 4-8 weeks, they said they would supply me with a dongle in the meantime. They gave me a number I had to text in order to sort out the dongle. I text the number it led to a conclusion that someone would call me within 24 hours to sort out the dongle. No one called. I text the number again, same conclusion someone will get back in touch. No one called. I text the number again, same conclusion someone will get back in touch. While this was going on, I was still phoning virgin to get reconnected, since it was a 4-day ordeal. While trying to get reconnected, I finally threw in the towel and said I don’t want any services from Virgin anymore, I would like to leave. The dongle was given up on as well. I went with a new provider EE, who have been great so far.

    My final date with Virgin media was the 27th March. I got a letter saying I was owed £13 for my services being terminated in late March, since I did pay for the full month right at the start. I raised a complaint and they kindly offered me £50 in a goodwill sorta thing for my troubles. This was confirmed in an email on 16/04/2021. Fast forward to 10th May. I had still not received my Credit. Not only that, I was sent a letter that I owe Virgin £30ish. Well 5 calls on the 10th, lasting a combined 4 hour 22 minutes consisting of a few disconnections (one disconnection happening 3 hours into a call) I find out that Virgin never cancelled on the 27th March. They were still trying to charge me. And the Credit I was promised was used to reduce these charges on my bills I never received. This has took out some of my credit score success since it appears I’ve been missing some payments I had no idea about.

    During my 4 Hour 22 Minute worth of calls, I do speak to a lot of customer service reps. Two of which are very helpful. They explain to me why I haven’t had my credit, that I’m still with Virgin apparently. They set me up to have my account cancelled (again) the following day. They tell me they will ‘remove’ the charges between the 27th March and 11th May. And I may see my credit on my final bill. So I was expecting a final bill of £63 Credit, the £50 from good will and the £13 owed from March. Nope on 12/05/2021 they still want £9 off of me? Despite getting letters of credit from them and myself and the customer reps agreeing that I was mistakenly still with Virgin Media after the 27th? So what are they charging me for?

    All in all, this is the worst product I’ve paid for. The amount it has cost me in time and effort, when originally this all started just because I told them I was moving and would like to move my services. It’s ended up in me losing out on Credit Score, Time, Data and Money. Virgin lost a customer who was wanting to stick with them despite some drops in speed, because after all their prices are very good. No one’s won. My ordeal continues to this day trying to not be charged and trying to get my credit although I’m less bothered by the Credit at this point. I just want it to be over without conceding and paying an overdue amount.

    I would advise anyone reading this to never go with Virgin Media for anything. Their prices are nothing more than a trap.
  • Reviewer
    Location
    Newry Northern Ireland
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    Comments
    Salesman was a pleasant guy, installation was quick and caused no disruption, bandwidth is uttter crap, getting 3mbps - 12mbps, paying for 100mbps. These companies just do whatever they want.
  • Reviewer
    Location
    Orpington
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    Comments
    Having asked for my address on their website, it was claimed there that my house could receive internet. That was untrue. After several weeks, and an engineer visit, apparently they need to do some construction to lay the line to my house which takes 2.5 months! My wife and I have been unable to work from home.

    Customer service is a joke. After waiting a minimum of 30 mins, you get transferred from dept to dept with no one having a coherent view of my account and status. No one is customer centric and no one cares. I also lodged a complaint with them and they said they would call back - call backs never happen by the way. They have no shame either. Other than for their name, they should be ceased from existence and the regulators should do some serious probing.
  • Reviewer
    Location
    Eton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Delayed instillation three times and was left without internet for 4 months have now had to change to bt as virgin never came to install the internet
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Don’t often leave reviews but I was so shocked in the end by Virgin’s customer service that I felt obliged to share my experience here. Couple of things happened, firstly on basics:

    1) They are a classic ‘wait for hours on the phone, finally get through to someone, get put on hold, then get disconnected’ service and they do NOT bother calling you back. Takes 3-4 attempts to see a basic conversation through
    2) They DON’T take notes about your calls unless it suits them - so when you call back weeks or months later referring to advice given in a past conversation it very likely won’t have been recorded - the result of which means they will feign ignorance and change advice as it suits them
    3) Finally upon joining Virgin I was given advice about options that were open to me should I need to cancel my contract early. One of these were the option of transferring to a new owner, which would have meant I would avoid paying early disconnection charges. I spent months setting this up under very specific directions from virgin, only to get to the final day where they then said they didn’t support this type of transaction at all (despite earlier detailed guidance from them)
    4) Finally they don’t actually process complaints. They literally file the and close them on the spot (and told me this).

    In short, surprisingly horrendous customer service, conflicting advice, poor standards of care including note taking or call backs, and in the end they will do what they please without listening to the customer. If you value customer service, I recommend you go elsewhere.

    Good luck!
  • Reviewer
    Location
    Ellesmere Port
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Absolutely disgraceful Customer Service. Said it will take 30days to sort error out although THEY say there isn't one. Can't access anything on Internet, we have narrowed it down to the router, they are refusing to do anything . Would I recommend Virgin ...ABSOLUTELY NOT!
  • Reviewer
    Location
    Lichfield
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Extremely unhappy with this company
    Extremely unhappy with this company. We had been struggling with internet connection for a while and struggling to get internet upstairs. When the pandemic first hit and we needed to huomeschool we kept contacting virgin to fix the problem, we even tried to cancel to go else where. We were promised a booster from Virgin last Autumn and have chased ever since. The final call to the company yesterday to be told they were still out of stock and no longer available but I could pay and additional £5 a month for better broadband. We have been completely robbed!! Avoid with all costs. Very Unloyal company!
  • Reviewer
    Location
    Wirral
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I closed my account with Virgin and moved else where as they are too exspensive and all ways had issues with there service. My account was all paid off when I left them. Little did I know six months down the line Virgin Media didn't finalize there end and send off to Equifax that my account was settled and paid. My credit score has been impacted impacted greatly in a negative way and can't take credit out. Credit is everything these days and virgin have taken this away from me. I paid my bills on time how can this happen to a PAYING CUSTOMER!?

    Customer service is none existent, their service is intermittent and ruin your credit score!
  • Reviewer
    Location
    Reigate
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Worst customer service ever!!!!
    They just lost a customer and they didn’t care at all.
    I placed an order and when trying to find out when will it be installed all were problems, after 4 hours trying to sort it out I gave up.. glad that it all happened before signing a contract with them.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Just wrote a review on Trustpilot, but will share here too.

    Virtually impossible to cancel your services. They will put you on hold for 30min and then hang up. They will delay your cancellation as much as they can until you owe them 1 more month of bills. They will threaten to have collection agencies after you. And of course, whoever you speak to on the phone is some nameless, faceless drone, and this anonymity and diffusion of responsibility is KEY to the virgin business model.

    Virgin can't compete on service, can't compete on price, and so have to resort to screwing their current customers for some ££.

    New customers, however, get handouts, discounts, etc. So I've decided to be a new customer at Vodafone. And when they try to screw me I'll go be a new customer at BT. And so on..
  • Reviewer
    Location
    Wong
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Getting through to customer services is absolutely horrendous. They ask you for your information a billion times over, only to tell you that it is someone else's department. Not a particularly friendly bunch either. Had arranged for an engineer to come over to fix a socket, only for them to never turn up.
  • Reviewer
    Location
    Horley
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    It is the worst service anyone can get in Horley. They promised a speed of 50MBPS, and when I complained that I don't get the right speed, they said the promised speed is with an ethernet cable only and not with WIFI. We do not promise any WIFI speed; it's a myth and doesn't trust virgin media promised WIFI speed. Only if you pay an extra 4-5 GBP will you get the promised speed. Otherwise, you can pay a fine and leave. Don't really get stuck in this rabbithole. They only know how to rip the customer before giving any promised service.
  • Reviewer
    Location
    Aldershot
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We pay for M500, its expensive. First couple of days, it was great. Now, I can't even watch youtube, can't watch Netflix, takes ages to load a simple wep page. According to the app/website, we still get 450mbs! Complete lies, I had basic talktalk before this for £20 a month, was a million times better. I am pretty sure the problem is just with the Hub, Hub3. Its so bad, a complete bottleneck. AVOID unless you want to spend £200+ on a good router to get what was advertised to you
  • Reviewer
    Location
    newry
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    have it 2month and can only get in the room i have the box in everytime i rang i was told lies im paying £89 a month and they havent fixed my problem
  • Reviewer
    Location
    Coventry
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Looks OK on paper but when you get it everything goes tits up. Customer service is super trained, they always have an answer and will never admit Virgin is to be blamed. Terrible experience, will leave them as soon as contact ends.
  • Reviewer
    Location
    Plymouth
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Virgin are the worst "broadband providers" in history! The WiFi speed is never as promised, was told I was getting 100mb but never get over 40mb. The customer service is even worse, all they do is pass you around or put the phone down. Even the online chat is useless, just the same generated text comes up "are you still having problems with..". And the worst part is they steal! Never have I ever been late for bills, they created a mystery second account, registered to a different address but in my name saying I've missed payments ! £220 they've stolen from me to date, I only paid because they threatened me with debt collectors and that I would be black listed, they even deleted all evidence on my chat of me trying to sort out the issues so I couldn't dispute the claim!! I am furious ! I will never recommend this company to anyone!
  • Reviewer
    Location
    Plymouth
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Virgin are the worst "broadband providers" in history! The WiFi speed is never as promised, was told I was getting 100mb but never get over 40mb. The customer service is even worse, all they do is pass you around or put the phone down. Even the online chat is useless, just the same generated text comes up "are you still having problems with..". And the worst part is they steal! Never have I ever been late for bills, they created a mystery second account, registered to a different address but in my name saying I've missed payments ! £220 they've stolen from me to date, I only paid because they threatened me with debt collectors and that I would be black listed, they even deleted all evidence on my chat of me trying to sort out the issues so I couldn't dispute the claim!! I am furious ! I will never recommend this company to anyone!
  • Reviewer
    Location
    Plymouth
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Frankly if I could give zero stars I would. Virgin media are the scum of the earth, they steal any money they can and when confronted simply ignore you and delete all evidence that it happened. Virgin will not receive a single penny from myself or anyone I know, no matter what they threaten me with. The customer service is laughable, any concern we had was dismissed, including the fact that they have stolen £220 from me to date.
  • Reviewer
    Location
    Carlisle
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Worst customer service ever experienced. Virgin sound great and really entice you in at the beginning. If you have any issues further down the line they are awful, they resemble a school bully. The Wi-fi speeds never live up to what is advertised. They also overcharge when making amendments to account (eg moving house) think twice before signing up
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Intermittently the connection is lost which is very disruptive when you're watching TV or movies.

    Trying to cancel the service is mindbogglingly frustrating. They've designed it in a way that is purposefully hard.
  • Reviewer
    Location
    Ha1
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    had signed up for Virgin a month ago around the 14th of March. The sales rep Chris had been very enthusiastic and nice (little did I know!). He gave me options of the packages and told me the most suitable one for me which I agreed with. He also stated he would take care of my transition from my previous provider and that I would not need to contact them or pay any cancellations fees. He said to contact him directly from 9am to 8pm and gave his cell number to me.. A month later not only do I notice he set me up on the wrong package but he had not dealt with my previous provider so I had been slapped with a huge cancellation fee and had to liaise with them for an hour to cancel my contract at no extra cost. I had tried to contact contact Chris during this period numerous times via call and text for more then a week and no response to date.
    Once I set up the Virgin WiFi which I received on the 17th of April, I had no network. I contacted Virgin on the 21st of April as there was still no network and they said there was a power outage in the Ha1 region and that it would be working by 3pm that day. Mind you the outage had apparently occurred since the 12th of April. Whilst speaking to the person who told me about the outage, I told her to update my package and she said she would connect me to the relevant department but the line got disconnected. There was no call back either so I tried to call the customer service again through their number on the website to update the package and was put on hold for half an hour at which point I got frustrated and hung up. When I called today 23rd April, I got an update stating the service is still down and expected to be fixed by the 26th of April. Seriously like how long does this take?! How are you not compensating your new customers or helping your existing customers especially those working from home.
    I have decided to stick to my previous provider and cancel virgin because of this extremely ridiculous customer service and connection. I have never experienced such bad customer service in my life. I got the quickest response to sign up but no response otherwise so shows how they just want your money?! Abysmal! A few friends had suggested Virgin as they experienced excellent and reliable WiFi but also stated their customer service is really bad.
  • Reviewer
    Location
    Redditch
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Customer service is non existent, they do not do what they say they are going to do, bills are exorbitant for what they provide, basic broadband is worse than Sky and more expensive. By far the worst of the big providers by a country mile.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Virgin media are appalling . They just sent us a debt collection text message for the Router that we returned a weeks ago. They are made us pay throughout the pandemic despite us not being in our flat & requested it was paused . We were told we did not have to return the router due to a lockdown and they would make a note about this due to the pandemic . But they didn’t do this . They actually owe us money still but we cannot call them due to wait times of an hour. we cannot email them they do not reply . The stress they have caused us is unbelievable.
  • Reviewer
    Location
    Wales
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    Internet is fine, but my word are they hard work.

    I have called them multiple times and been placed 'on hold' only to discover i've been transferred to someone completely different who has no idea of what's been discussed so i have to repeat myself. This has happened on multiple occasions.
    The complaints process is a joke, they're literally just trying to fob you off as quickly as possible. I would recommend avoiding them
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    does not justify the price which is extremely expensive for a home use broadband.
    bad customer service.
    lose connectivity quite frequently.
    just not worth the money
  • Reviewer
    Location
    Leyton E10
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    This company is all about draining your money. Worst customer service I have ever received plus it didnt even get resolved.
    Customer service people dont care what your problem is and I think they are only told to keep it straight (dont help just get rid of the customer off the phone) technique. No matter how much you try to explain them they will give you the same answer.

    I complained and asked to speak to a manager and was told that the manager had declined to speak and the only option was to lodge a complain and wait for theie answer within 48 hours which never happens. And when you call again that no one called me in 48 hours, then again same answer (lodge a complain and this time someone will get back to you by 48hours). Which again didnt happen and you end up calling again.

    Then I raised a complaint via a 3rd party who were able to get me some compensation based on my experience. I recommend everyone do this. (I hope you guys can get to end of this but I couldnt). I phoned up to complain and asked to cancel my contract and was told it would cost me more than my actual contract costs me to disconnect! Which is again shocking (Hence, my first comment that this company is all about draining your money).

    BE CAREFULL GUYS before joining this ****** company and most importantly if you dont want to have headache and loose money for nothing.

    Their customer service is the worst you will ever experience.

    Virgin Customer
  • Reviewer
    Location
    Maidstone Kent
    Reviewing
    Virgin Media
    Date
    Comments
    AVOID! AVOID AVOID!!!!!!!! I had a contract with Virgin Media that ended in February. I told them I was leaving and they said they're charging me a disconnection fee of £246. Ridiculous!!!!
  • Reviewer
    Location
    brighton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    ablouute terrible, we had problems with our broadband and they kept blaming us saying it was our end after 2 weeks of complaining they finally send someone out to put a new box in and yet it still dose not work they have no solutions and simply said you need to check the wires , no help what so ever. what's the point in me paying out nearly 100 a month for something that doesn't work just a rip of to be honest
  • Reviewer
    Location
    Cardiff
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The absolute worst. My house move was meant to be so smooth, when we arrived, my account no longer existed, waited for a completely new setup. after a week, the setup was done, the bandwidth fell to 1.5 meg the next few days. They refused to send an engineer, the system does not allow it. Instead they would monitor for 30 days (keep in mind my package was 350, and I got 200 easily on day one). I spent at least 9 hours on phone tests, cut offs, complaints etc. Then trying to cancel, so far 3 hours, when I talk to someone, I get cut off half way through or sent to engineers to do tests again, THEY WONT EVEN LET ME GO. please please never go through this, just use anyone but them.
    Update: now leaving them, praying they cut the service as per their email confirmation. Also reading around, they have major bandwidth problem all around the U.K. ( speed below 2 meg )
  • Reviewer
    Location
    Gorleston
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Poor, poor customer service. Virtually non existent. Chase around for days on end. Might as well talk to a brick wall.
    Only positive is the internet works. Regret going back to them. I've been waiting for over a month to be able to view my online account. Still unsuccessful in providing me the basics, but happy for me to spend hours on the phone over numerous days and still not able to resolve the issue.
    If I could give a minus customer service score they would truly deserve it.
    Avoid like the plague, but if you are one of the lucky ones then you might get a cheap reliable service
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid Avoid! I have been on a rolling contract after my one year contract had expired. The connections constantly keeps on dropping. Eventually I decided to leave them. I gave them a 30 day notice on the 10th of March. Had a retaining call to keep me on the 12th offering me an upgrade as a trial which would not interfere with my termination date. And now they are denying that I terminated my contract giving a 30 period days notice even though they had called me to retain me. So they are expecting me to pay for yet another 30 period days notice. Customer service is rude, aggressive and even hanged up on me, even though i kept myself composed and well mannered. One and never again!

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