Virgin Media Reviews

I'm on the VM350 package, broadband only. In the three years I've had to contact support twice, on both occasions it was an absolute nightmare. I use modem mode and this only complicated matters, support is obsessed with wi-fi, and they don't understand modem mode, they think all problems are wi-fi related. When asking to be transferred to someone higher up (IE level 2 support) I got transferred to all sorts of irrelevant departments. Then you have to phone and start all over again. If you have an ongoing problem, you have to start all over again each time you ring up, support seems incapable of picking up where we left off the last time, so round and round you go.

In the end I got the problem sorted via the forums, still took a while though and more than one engineer visit - felt like the first one just went through the motions, the second guy was really good and listened.

Our area is only 3 years old, and it's all fibre, no coax, speeds are very good, I never have any slow downs.

It's just the very poor support, I'm hate the thought of having an issue and then having to phone them. The other problem is the price rises, just had a 12% rise, and in a couple of months my £15 discount ends, so it will be time to do battle for a decent price, last time I had to give 30 days notice.

Value is only good if you can negotiate a decent price, otherwise it's expensive.

They have an intricate web of scam artists known as customer services. You are directed to their website but there is no option to leave on the website. They will sign you up for new 12 month contracts against your explicit consent.

I am nominally on the 200 mbps package and I currently get between 8 & 13 MBPS on average, sometimes only 4.

Virgin have been very unreliable from mid Nov 2020 to mid Jan 2021 with frequent instances of intermittent internet service and last night today (21/01/2021) full service loss. They are competitively priced, fairly fast I’m on an 100Mbps package but that’s down link and not guaranteed.
It’s very hard to get in touch with Customer Service and we had a message that ‘ we’re aware of a problem in the W5 area but is very complex and may take longer than usual to fix.
VM do have a number of tools (WiFi Coverage checker and network status based on postcode but very poor communication about fix times.
They only pay £8/day for complete service loss and you need to go through their complaints procedure to get any compensation for intermittent problems.

I've been with VM for about 2 1/2 years now. Where do I start...
HUB3 is terrible. No signal in the house beyond the room it's in. Had boosters, which just crashed and locked out, meaning a restart of the full system every day. ended up putting my own WiFi network in, and running the HUB3 as a modem. technical were virtually no use what so ever. Since I had put my own network in service has been good through out the house. Although regular testing suggests that download speeds are never above 70mb and upload no better than 20mb, but it's plenty for what we need in the house (no nasty buffering).
Now the fun starts. Came out of contract middle of last year, and was lazy, and didn't question the big price increase (went from £37 up to £57 a month), and last week I was told it's going up to £60 a month, so decided to question it, and lo0ok for a better deal. The website says not to call as they are keeping lines clear for vulnerable people, so attempted to use online chat. Over 2 days (friday and monday) I was on the chat for over 13 hours waiting for somebody in relations to help. Not a single answer from them. Later found out that they don't answer account billing on the chat anyway. Waste of time if you ever need their customer service teams. Could say more, but ran out of characters that I can use for my review.

If you want a service that drops to the speed and quality of dial-up every day without fail, at the cost of high quality broadband, Virgin Media is right for you.

If you want to be endlessly infuriated by a customer service team that give literally zero ***s about the quality of your connection, and will simply ask about the download speed of your connection instead of addressing the packet loss and poor latency, Virgin Media is perfect.

If you want to be lied to over and over with fix estimations in the order of just a few hours, only for the fix to take literally DAYS, then sign up to Virgin Media right away, because they have everything you want and more.

When I initially signed up in-store I got what I thought was a good deal, unfortunately at the time my area was over-subscribed. After 6 months (of massively discounted broadband) I finally got the speeds I was paying for. That was 1.5 years ago and, for a while everything was fine. Alas, 6 months ago things started to go awry, the hub regularly rebooting itself despite being in modem mode. However as support are so insistent the issue was my router, the hub is back in router mode and I'm still having issues, with constantly dropped connections making working from home almost impossible. I'm currently waiting for my 2nd engineer visit in as many months. Whilst the service has been unreliable it's the only ultra-fast supplier in the area so I've had to stick with them. This is all about to change as FTTP via the Openreach network seems to be coming soon. The only take away from this is the customer service teams and the engineers have been lovely and super helpful.

ABSOLUTELY ABYSMAL

Virgin had our money for over 4 years for 200MB internet charged at £56 a month.


The low speeds, the drop outs, the hold music, the engineer visits - time and time again.

LIED to us on every possible occasion!!!. Told us theyd found the fault and "fixed it"... changed the router and "fixed it"...etc etc. Ive just found out that our line isnt capable of 200MB.. (max 60MB)
Forcing the connection I assume is whats been causing the drop out.

But the worst is yet to come - I rang to cancel last Thu and they said theyd ring me back. They didnt. SO I rang again the next day and told them the same. They told me my last day of service will be 11th of next month.

Today - A NEW CONTRACT FOR 18 MONTHS arrived in my email inbox. Completely unsolicited.

BEWARE!!!!! - It took me **** 2hr and 40 mins at the premium rate number **** to speak to someone to cancel it.

I will never trust them with another penny of my money and am going to seek to have some of mine reimbursed.

Had Virgin Media for 3 years now and had no issues with the actual service. Started off on the 50mb plan which they doubled to 108mb for free after about 2 years of service which is good but the price is high compared to Openreach alternatives. However given the street I live in the only fibre option is Virgin Media unless I want 2mb broadband. No offers are offered to keep you in contract at a discounted rate like BT do. During my first year I was offered TV and no extra cost which I too but never arrived and when I spoke to Customer Services was fobbed off and then eventually told I didn’t get it as I didn’t have a phone line with them. I didn’t want a phone just to get free TV as after the first year this would have increased my bill by another £20 a months which had already increased by £10.50 a month after the first 12 months. All in all speeds are good and router has wide range so you can get a good signal across your house. However expensive

Appalling Customer Service I have had so many problems they are exceptionally difficult to contact when you do get through either by phone, web service desk or text service you get passed from pillar to post then dropped. This is the worst Customer Service I have ever experienced and I’m 63 years old.

Virgin Media steals money from their customers. They owe me money from an overpayment which wasn’t my fault. They deliberately keep brushing my claim under the carpet and passing me from one team to another. I’ve contacted them more than 10 times now since the beginning of March and I get ignored or given false promises. The worst company I’ve ever dealt with. Thanks for wasting hours of my time.