Virgin Media Reviews

Great till you have signed up
Been in discussion now for 4 months and just keep getting through to another country customer services who have no idea
Many calls to ask for a manager and when 1 called he did not carry out what we agreed, and they have sent me phone call recordings with conversation but still Deny PROMISESS

Been with Virgin media for a number of years now. 18 months ago I started to notice my connection was not stable. If I played a game online my ping would shoot up through the roof rendering the game unplayable. If I tried to stream Netflix in the evening the stream would buffer constantly

Spent 6 months arguing with virgin media who sent me engineers to tell me nothing was wrong. After 6 months they told me I needed to upgrade as my 250mb package couldn't handle the 14 online devices in my house?? That are obviously not all on at the same time?

Rather nieve I took the agents word and signed up. As you guessed it made no difference. Tommorow is a year to the day they signed me back up and I've been arguing with them since.
Multiple engineers have been out, multiple new hubs. Try tell the engineers the issue is not in the property, they just plug their little monitor into the wall and tell you it's fine
Have a forum post running for months with no response from virgin. Finally had a cable repull which did nothing. An engineer finally checked the cab 6 weeks ago and found an snr/utilisation issue. Same day fix, wasn't done. Told.fixed today, still nothing. Been on chat today, one tells me there is no outage reported. Next one tells me there is? Now I'm stuck in a contract for another 6 months as they won't cancel it!

No customer service. Can't get through and when you do offshore scripted. Then forum team are now just the same. Do not read problems pad things out with generic questions to avoid issues. I have had continuous issues since I upgraded to 1gb in September 2022. Equipment changed, two cable repulls (first on was done with the wrong cable). Now suffering random reboots at 2am for the second time causing issues with my internal devices waking me up at 2am having lost connection. On top of this they sold me volt in an area with no o2 data coverage due to a faulty mast which is still not fixed. Absolutely rubbish to be honest.

Avoid these absolute chancers at all costs.

18.09.24, I order M250 Fibre Broadband with an install date of 03.10.2024, which is changed without explanation to 05.10.2024. On 04.10.2024, a rep calls me while I’m out, promising to call back at 3 PM. She never does.

I wait in all day on the 5th but no one arrives- I get no notification. I log into my Virgin account and see the date has been moved again, now to 07.10.2024.

I contact VM via WhatsApp, which takes three hours. They eventually inform me that they need council approval, which could take 10-15 days. A fourth installation date, 22.10.2024, is set.

On 10.10.2024, I speak to Komal from the preinstallation team. She assures me I’ll get an earlier date and asks for a top rating in their follow-up survey. I call on 11.10.2024, only to be told I have to wait until the 22nd.

The next day, I’m told someone will get back to me in 24 hours. They don’t. When I follow up, I’m told "my name is Harsh and you can mark my words that you will definitely going to receive the call back within next 2-3 working hours." Of course, no call comes.

The standard of English of their customer support is horrific.

I've been with Virgin 2 times (at 2 different addresses) due to the cost of it coming bundled with TV, and both times it has proved itself to be the worst ISP I've been with. If you're looking for a cheaper provider for very basic online tasks that don't require stable connection, this is the one for you, as the speed is reasonsably good and it is cheaper than some other providers, but that is the only praise I can give it. If you plan on doing anything more, I would go with a different provider, even lesser known brands. The problem isn't the speed, its the consistency. Both times I have been with Virgin, it goes down completely for a few hours at least once every two months, and drops out periodically for a minute or two multiple times a day. This means if you're trying play online videogames, you will be frequently kicked for having unstable connection, if you're trying to stream video, you will be periodically hit with long load times and cut-outs, if you're trying to voice/video call online, your connection will be unstable to the point the person on the other end can't make out what you're saying at times. There have been multiple occasions since going with Virgin this time where I've used my mobile data in my own home because the WiFi has gone down. My honest opinion is to save yourself the headache and avoid Virgin like the plague; only use it as a very last resort.

Ofcom's rules mean that phone, broadband and pay-TV companies must contact you between 10 and 40 days before your contract comes to an end. These alerts – sent by text, email or letter – must include:

- when your contract ends;
- the price you’ve been paying until now, and what you’ll pay when your contract is up;
- any notice period for leaving your provider;
- your provider’s best deals, including any prices only available to new customers; and
- details of other contracts that are taken as part of a bundle, including end dates.

Virgin Media broadband did not notify me of the above. Consequently, I only noticed a huge price increase after my contract ended. Being very unhappy, I called customer services to cancel my contract altogether and an operator told me that, because my customer record showed that I HAD been sent an email, there was nothing he could offer in the way of a refund or compensation. I did not receive an email.

I want people to be aware that they may not be contacted by Virgin Media about this, and they should therefore closely watch the number of months left on their contract, as huge price rises will automatically be applied if they're not proactive. Because I didn't notice the price increase immediately, Virgin Media have made a whopping £132 more than they should have out of me.

I've been with Virgin Media for over 7 years.
In all that time I have not had a problem.

Technical supprot when I needed it (not needed it much).
Speed always what I pay for (currently I am on the Gig1 service and get 1Gbps).
Allways online - yeah - that too.

Pricing is high - but you get what you pay for.

Anyway about to leave Virgin after 18 months, during contact mostly smooth sailing.
Gave notice to leave when contract end.
For some unknown reason £7.50 late payment penalty was slapped on for no reason D/D was spot on 6th like every other month.
Took 5 hours to get it resolved via app,live chat,WhatsApp.
They agreed to refund original £7.50 + £9.30 compensation.
Week later checking app again No sign of agreed credit.
Going to spend another 4 hours on WhatsApp.
How on in hell are they running a company?
Thanks God (I am Atheist) I've got one foot out of the door
6th November update:
Again after long protracted WhatsApp chat nothing resolved,
Asked to wait further 48 hours for resolution......
3/1/24 update
Finally got a refund as end of contract invoice.
My advice to those seeking to join Virgin is Don't!
Don't
Zero response from customer service why refund was reduced.

Had faults since the service started, had faults when left, had faults the whole time, the support team were incompetent. The engineers told me to stop logging faults as they would not fix them.

I kept logging faults and they threaten to charge me, the HUB 3 caught fire and burnt. The HUB 4 died.

The coax died and they refused to replace for over 2 months, so I had support calls every day until they replaced and saw the same engineer each week and on bank holidays and they still refused to fix.

So in the end I kept going and after 20+ engineer appointments that was resolved however then there was an oversubscription and SNR fault. I was persistent showed the engineer the evidence, made an ofcom complaint and was compensated.

I still persisted and evenly it was resolved.
The core network went down when a configuration error was made which took down the whole of their network at a UK level.

Never had such bad service and will never go back to Virgin Media ever again.

I was a new customer. They sent me a second-hand router caked in dust from the previous home it had been in. Took 18 hours to get hold of them and then they cut me off. Trying to cancel my contract and can't get hold of anyone. If this is how they treat new customers just imagine how they treat people who are already locked in