Virgin Media Reviews

I was a VM customer in a different area many years ago, in their early days (Telewest etc) and they were GOOD. Having moved to an area where VM was not available I settled for the best available DSL service and waited for VM to come to the new area.

That finally happened lasy year, so I duly switched to their 200Mb service and I have to say, what a disaster it has been. When it works as advertised, which is rare, it is superb, no doubt.

However, more often than not it fails to come anywhere near the advertised speeds, drops out altogether at random intervals and is generally unreliable.

Of course, when you call Cust Services (a more inappropriate name I can't imaging for this lot) you get the usual script jockey who actually knows nothing at all - I'm not a broadband expert but I am a network security specialist, and have been for over 20 years, so I know a bit, you might say - and these folks are less than useless.

I'm stuck now till end of contract but I can assure you all that I will switch away, accepting slower speeds but better reliability and service, as soon as it is possible. Shame on you VM for falling so far short of where you began. The scores below would all be zero if that were possible.

No complaints, so far quite good. Cable speed 5G.

I have been with Virgin Media since 2006 (back when they were NTL) and have always been on the fastest package they have offered alongside the highest level of service on TV and Telephone.

Until around 2015, the service Virgin Media had provided to me had been exceptional and I never had any complaints. Often referring them to friends and family. The e-mail service was great (provided at that time by Google) and as it was the majority of our families first e-mail address (and one we had used for many services over the years), this was important. In addition to this, the speeds had always been way ahead of the competition and were incredibly fast and untiil 2010 were MILES ahead of the competition (and still are today, arguably).
The company had provided me with a cable modem (upgraded over time) and we used our own router which worked flawlessly and I always recieved my full speeds over both. I was dreading having to change my modem so I did not, opting instead to keep my current setup (I had heard horrors about the Super Hub)

The first hurdle came when Virgin Media were forced to migrate their e-mail platform. Instead of researching a good way of doing this - they ended up going with OpenXchange (notorious for being quite bad!) and as such this caused major issues for my whole family who had relied on this e-mail service for years. Now, we're lucky if we can log in to the webmail client at all, it often just not loading my e-mails. I am lucky and have used Thunderbird since the mid 2000s and it did not effect me personally. However, this was the start of the downfall.

However, eventually I was forced to migrate to the Super Hub and I did so (not so willingly) - at first the SuperHub 2ac was perfect - in Modem Mode and out of it. There was very little issues and the service level was good as always. I had few complaints (minus the stagnation in speed improvement) but other than that I was pleased. The default router was atrocious for signal, so I returned to my trusty flashed one and started to notice that in Modem Mode there seemed to be a deliberate speed reduction. I had turned Modem Mode off and my speed returned to full (while still using the same, custom router) so left it as it was.

I returned the device to the default mode eventually (Virgin refused to support it in Modem Mode!!!) which worked fine for me after some firmware updates and I left it as such.

When I was upgraded to a SuperHub 3 (when we recieved our V6 box due to Sky Sports changes) the connectivity took a nose dive (stupid latency & lowered speeds and constant disconnection). I was used to the simplicity of having it in one box but decided to return to modem mode to have the same faults. I had the router replaced several times and while the issues are now less prevalent they still occur more frequently than they ever did and the latency is much worse than it has been previously.

In the end, Virgin have shown a disregard for me recently as a customer as ever since Liberty Global took over the service level has downgraded over time. Fortunately, Vodafone are looking to expand FTTH to my area - so I may be able to replace my broadband service soon.

If you're lucky enough to be in a cable area then Virgin Media is the best choice.

I the consumer Actually lost count to the times I had called Virgin Media regarding a fault that was never fixed even though I was paying for this service.
Unfortunately when I called Virgin on countless occasions I was
met with rude and most of the time obnoxious customer service advisers based in India I was told.There command of the English language was appalling and constantly repetitive,fault would be fixed was the norm from them,phoned
getting slammed down when the conversation got to complicated getting told there tech team are looking into fault ,there Is a problem in my area and Virgin were working on it.This lasted for over 5 months
I eventually cancelled home broadband & did an indemnity claim
The agreement between me the consumer and virgin the provider was meaningless,pay for a service even though not working,bleed the consumer dry and 10s of thousands like me for there own gain,then breach there data protection by adding false and inaccurate information on there Credit file at a touch of a button which they have done when I the consumer had done nothing wrong.
In mediation they offer to clear debt but leave default on Credit file for a period of 5 years?
A consumer challenges Virgin & this is the outcome.
Dana Strong &Tom Mockridge do not speak or deal with
Consumers who pays there wages?
If anyone out there has had similar issues please Private message.Will be uploading videos very soon

A VM Rep called and was welcomed into my home. My son had previously check VM packages which seems to have put our post code into a system somewhere.
I had been with Plusnet for many years and no problems, although my son wanted faster download speeds.
Bearing in mind that I run web services and email through my fixed IP with Plusnet, I obviously put that into the brain of the salesman.
I was assured everything would be exactly the same.
I queried again that the fixed IP address would be provided, yes it will was the confident reply.
So I transferred the responsibility to my son the deal with the Internet account, having that as an adult it was about time he paid something.
Deal done, we were advised that an engineer would arrive that weekend. True to their word engineer arrived, connected up the boxes, showed it working, but as yet we haven't had the telephone line sorted.
Their new VM 3 is rubbish, in the end I bought a new Router to hang onto their fibre modem.
All seemed well, but my emails stopped working and so I created a brand new server to get them up and running.
The lies told are amazing, you ask for a service and they lie to sell a product, not just a lack of detail but lies.
The IP is dynamic even if sticky, I required and asked for a static IP. So effectively my IP can change without notice, which means setting up all my DNS provisions.
I have spent countless hours trying to get email working, sending is OK. But my servers are required to validate client emails. This now fails, in fact the ports required are routed to VM servers, so checking on-line they resolve to VM email address not my servers IP.
This is a serious issue as my once clean and healthy domain is marked as risky with some spam database websites, they log any emails from those where ISP's have a block of IPs designated as dynamic, or static where a reverse PTR isn't applied.

To say I am annoyed by the deceit and lies and promise that there wouldn't be any change in my access, well, let me make it clear it is an outrage that companies should be allowed to operate under such methods without any recourse to fully compensate individuals.

I would give less than 1 star if I could. Virgin has had an internet blackout for almost 3 weeks now, every day I call them to check on the problem and every time they give me a new excuse. Not only have I been without internet, I have had to pay another company to have the internet I already pay for through virgin, they refuse to reimburse me and they refuse to let me out of an agreement they are obviously not honoring. STAY AWAY from this company and use a broadband company that uses the open reach infrastructure as those companies are actually held liable for honoring their agreements, something nobody holds virgin accountable to.

Reliable, fast. Sometimes disconnected for few minutes, but nothing serious.
A bit pricey

As I write this, I am approaching 3 months since I've switched from Sky to Virgin. The good - I consistently get MUCH higher speeds now, literally 4 - 5 times higher.

The bad? The service is absolute garbage. I get 1 - 2 minute drops several times a day, on both of my computers, both wired and wireless.

I've had two techs come over. The first one literally did nothing and said everything was fine. The second, just today, was a lot better and replaced some cables, but still didn't fix the problem.

I must have contacted customer service a dozen times by now, and they're simply *horrible*. I have been told numerous times that I am not really have any issues, that there's nothing they can do, that everything is working fine. I was on the verge of cancelling, when the support person promised a "broadband specialist" would contact me in 2 weeks to troubleshoot the issue. He never did.

The bottom line is - 3 months and my internet is still awful. Stay away. Sky might be slow, but it's actually functional.

I have previously been with Virgin Media, and only switched my internet to BT as, at the time, my work required me to have a BT line, and I was wasting a lot of money having 2 phone lines, the Virgin Media and the BT. I was generally happy enough, even though signal-to-noise faults happened quite regularly until they replaced my old, damaged coax cable.

After BT announced their April 2017 price rises I spoke to them to try to negotiate a deal so that my price wouldn't increase. They flat-out refused, as I was still in my minimum term (even though I could have, and then actually did, leave).

I went back to Virgin Media, and the whole transfer process was unnecessarily complicated and lengthened by Virgin's and BT's incompetence and arbitrary timescales, not to mention the fact that Virgin's activation system was down when I was installed, and they gave me a broken router first of all!

Once I was online, I started noticing issues with the connection. I have a VoIP FritzBox! for calling overseas relatives, and it worked fine on BT, but not at all on Virgin Media. The pings were also ridiculously high and variable (see https://i.imgur.com/yHn7WXcl.jpg), which was making SSH, gaming and WhatsApp/Skype calls difficult or impossible.

I reported the fault as soon as I noticed it, and to be fair to them, they sent out a first engineer very quickly. But that engineer claimed to have fixed it, when they hadn't really. I had to ask for another engineer, for which I had to wait a while. The same happened again (it was even the same engineer!). I was then told that an Area Manager had to come out and look at it, as it was beyond the normal technician's abilities.

Three times I was promised the attendance of an Area Manager. Three times the same normal engineer as before turned up, and once even in the morning when I'd arranged for the evening.

When I started making noises around 3 or 4 appointments in, they weren't taking it seriously - they were just giving me loss of service credits for the time the fault was there. After 5 appointments I was graciously allocated a telephone appointment with a certain high-up Steven, who was supposedly a master problem-fixer with an amazing track-record.

The problem was, this was nearly 2 months since installation, and I was still struggling to use the internet service for basic things like SSH and VoIP. And the earliest appointment available with Steve was nearly 2 weeks off.

I finally called in to submit a formal complaint, as it was getting ridiculous by this point. Instead of letting it go all the way, the agent I spoke with recognised that I was a problem customer and agreed to let me cancel free of charge.

Now I've just got to fight over the billing, to get a total refund of everything I've paid - I'm not paying for a service as awful as the one they provided.

Let's not forget their technician's hollow promise of a free TiVo V6 box, as the huge Samsung 500GB box they tried to install wouldn't fit. Nope, £120 + £5/month. Ha!

I'm also going to have to spend a very long time trying to understand how the hell that bodge, also known as my extension phone wiring, was done. The very definition of s**t.