Virgin Media Reviews

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

I have been a customer of Virgin Media for far too long. It has always been expensive at £80.00 per month but the service reliability and customer service has collapsed completely in the last year. The last in a line of debacles has been the last week's email outage. I have been unable to contact Virgin Media in any way known to humanity for over a week and am now actively searching for something better! 👺

I have had VM for over 10yrs while it was great, it has never always been smooth the whole time, in the last 2 years I will have no internet for a day or so a couple of months for no reason, and 80% of the time I'll never get the speed I pay for (e.g. Gig1 I'd get between 200~350Mb if I am lucky) their customer service is a nightmare, they say they look into it, but never do, you have to follow up, my hubs had to be replaced 7 times in 2 years period because of issues (hub 4), and then if I am disconnected for more than 24hrs they say there is compensation, but I never had anything from them, just lies, they ignore you unless you follow and call them back when issues are still present.

Over-priced for speeds you never truly get, and their excuse is that my equipment is at fault (which isn't and showed them proof), I had enough of their pitiful upload speed, just pathetic.

The biggest reason why I stayed that long with VM, was there were no other providers that offered such high-speed connection, the likes of BT/Sky etc.

I terminated my contract with VM and boy am I glad, I have to give credit to the termination team, they were delightful to deal with, which is surprising, I thought they would give me hard time and try to offer me some deal (just want to out), this has been my problem with VM, I hope no one else has it.

Support is the real problem. They use foreign call centres and the standard of english is pretty hit and miss.

High pressure sales is also a big problem. The initial price is good and there are some good deals available. But you _must_ renegotiate at the end of your contract term. Even then, they will raise the price a few months after the start of contract so you need to chase them for price again.

I didn't have any problems with the network itself which I just use for browsing and video streaming. I don't like the political filtering but that's not their fault.

Virgin media offer the worst customer service I have ever experienced.

They ignore your complaints, closing them without notice.. Their call centre team managers are arrogant and rude and their Web chat team are next to useless

AVOID AT ALL COSTS