Virgin Broadband www.virginmedia.com

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Virgin Broadband www.virginmedia.com
★☆☆☆☆
1.2
14.0% of users recommend this
Click here if this is your business
  • Reliability

  • Customer Service

  • Speed Consistency

  • Value For Money

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Latest Reviews

“Would give 0 stars if possible”

★☆☆☆☆

written by 108Ramirez on 15/08/2023

Try to leave without paying 2-3 months extra for a service you are not using - in my experience no chance. Try to get through to talk to somebody to raise a complaint - expect to wait 2-3 hours. Expect them to respond to messages on their complaint system. No chance. I will NEVER use them again, you'd be advised not to waste your money on them as well.

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“Service & Customer Service is a Joke”

★☆☆☆☆

written by Maverick3138 on 01/04/2022

Every week from the moment I took Virgin Broadband, Phone & TV I was having 1-2 hours outage every Friday. Could almost set my watch to it. Follow on with at least an hour of pointless testing through an app which told me nothing was wrong, then 20-30 minutes online and on a phoneline desperately trying to speak to something other than a 'bot' (I could even stomach listening to a cat meowing rather then a patronising bot telling me nothing is wrong) and then finally I get to speak to someone; who takes me through all of the checks all-over again and then disappears on hold for 5 minutes and hey-presto its all working; wow! It fixes itself each time after about 2 hours! Except they maintained there's nothing wrong. On the last occasion it was a whole day... They then admitted there was a long standing fault and that if I wanted faultless internet I would need to pay for a business connection! They 'fixed it' and I informed them I was cancelling my direct debit until they paid back for all of the outages. They never did. 2 Months later and I still have no direct debit in place and am not inclined to put one in; but a robot phoned to tell me to pay my outstanding bill or be cut-off! Yes - a robot. Unfortunately their online systems won't accept payment though bizarrely they all seem primed to accept a Direct Debit; and when you enquire for someone else who wants to purchase a package you get to speak to a human being in literally seconds. I used to work for Virgin Atlantic and know Sir Richard Branson licenses the name to this appalling organisation; to be honest knowing he doesn't care about his brand anymore means I will probably never fly Virgin Atlantic again either. As for Virgin Media - its a complete disgrace. If I could give Zero Stars for all aspects I would.

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“Great broadband shame about the call centres.”

★★★☆☆

written by BrinnyBiker on 23/01/2022

This review covers Virgin Media broadband and telephone. I'll start with the broadband service itself. Here I have no complaints. In five years of use we have only had scheduled outages for the broadband, for which we have had notice in advance. One phone issue, solved in a few days and we use our mobiles for calls so the landline is not really an issue. It's the same price with or without the phone when I come to contract renewal. For some reason they seem keen to keep phone customers. With broadband, there is a caveat. I use the Virgin Media hub in modem mode. Routing & firewalling is done using a mini PC running a Linux distro and I use industrial grade wireless networking kit from Ubiquiti for our WiFi, so not your usual setup. That being the case I cannot comment on the Virgin Media hub as a router and Wifi box. I have had no issues with port blocking and no problems with either incoming or outgoing VPN connections. My beef is with the overseas call handling. The last contract renewal call kept getting routed to somewhere in the Indian sub-continent and the communication barrier was so bad they may as well have been using their native language. Again I am not the average caller as I have a hearing problem (tinnitus) that for me means that if people speak too quickly, the words become a jumble of noise. Now that can happen with native English speakers but try as I might I could not make sense of what Virgin Media's overseas operators were saying. I suspect they are under pressure to keep call times short and so they rattle through whatever script they are reading and that combined with their accent makes for unintelligible gibberish. It took a couple of calls to get an operator who, if they spoke slowly enough, could just about be understood. Even then I kept having to ask for them to repeat their last sentence, which makes for a long call..... So, Virgin Media. Your broadband service is reliable but your customer is absolutely abysmal, especially for those with hearing difficulties. Finally, price. They are not cheap but having had endless problems with Openreach technicians keep borrowing our wire pair to fix other people's problems when we had broadband over their network, I consider the additional cost of Virgin Media to be justified. Phone and broadband costs me £32 at the time of writing, which is a tenner more than introductory offers from providers using Openreach, but what price do you put on your time if you are constantly having to complain because some idle technician has used your wires to fix another issue, and all the while your internet connection is off. Yes you can use a laptop and a mobile as a wireless modem but that's a temporary solution to unreliable broadband. I will stump up the extra for reliability. Would I recommend it? Maybe. If you have OpenReach issues and Virgin Media is available then Yes. If you have had no wiring issues in the past with Openreach then no as their 60+ Mbs service is plenty fast enough for home use and can be had much cheaper.

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“Terrible Wi-Fi”

★☆☆☆☆

written by DaddyEnzo on 29/01/2021

I have one tab open that is using my Wi-Fi, (for example Zoom) and even when I don't have my phone connected to the internet and living with my parents the Wi-Fi keeps disconnecting from every 1-5 minutes and I have to restart the internet connection on my computer in order to be able to continue to access the meeting, this is absolutely atrocious and Virgin really needs to look into this with more detail as the amount of money that we pay for the internet is really not worth it for the terrible Wi-Fi that we receive. It gets worse when I like to play videogames in the evening and it just goes downhill from there. I cannot get stable connections even in a 10 minute game such as paladins, I disconnect from the game about 3 times in one game and when I play League Of Legends which is usually 30-40 minutes per game I disconnect about 15 times which is just a joke. The router I have is the Hub 3.0 and it is absolutely terrible.

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“Totally useless”

★☆☆☆☆

written by Robertsonhz265 on 17/01/2021

Criminally bad service. Criminally baf customer services. Criminally high prices.

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“Frustrated”

★☆☆☆☆

written by NowFrustrated on 26/08/2020

Costomer services are a waste of time, cancelled contract, received phone call offering me a better deal..I declined, received email saying sorry you leaving and give feed back. Still charging me for a service I dont have. After more than 3 hours on the phone... been pass from one person to another..one said phone line was still active the other the broadband. We will cancel it today but you will be charged for another 30 days, that's more than 2 months after cancellation and broadband switching off. Virgin is a joke, how hard is it to switch. Waiting for final bill then sending everything to ofsted. I would give a negative score for customer services if I could.

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“Work VPN continuously drops out, Customer service bad ”

★☆☆☆☆

written by xpatjock on 28/07/2020

I need a VPN to work from home. Trouble is it keeps dropping out. Virgins nody service tester says all is fine, but check the router status it shows the dropouts. I spent 45 mins waiting to talk to customer services. Their first step, tell e all is fine, then try to get me to switch to a higher speed service. WHn I said no they passed me on to Gadget Rescue. Wonderful team who instantly said the issue is the vPN and they need access to my laptop and details of the server connection, plus £20 upfront and another 5 quid/month to try to get the system to the job its meant to do. Hint (Colleagues with other ISPS like BT and Talk-Talk DO NOT HAVE THIS PROBLEM.

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“utterly awful!”

★☆☆☆☆

written by LauraSchultz on 10/03/2020

Paying for 500mbps but the very best independent speed test has shown 31mbps download. Things got so bad that downloads were filling the screen one line at a time, it was like being back in the days of 1990s dial up. Virgin refused to admit anything was wrong but said they would reset my equipment remotely, now I'm back to around 30mbps. Utterly atrocious service and even worse value for money.

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“Shocking lack of respect and service”

★☆☆☆☆

written by Gav1n90 on 04/01/2020

Hit and miss to say the least, weeks go by with intermittent or no service but you will not receive a refund because they say it has to be out for two full days, so even if you get a minutes service in 48 hours they keep your money. Domestic faults take weeks to be resolved and when an engineer does turn up they make out they are doing you a favour. Avoid at all costs, works less than 70 percent of the time.

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“Worst communication company ever ! ”

★☆☆☆☆

written by Karenderrig on 03/10/2019

I have cancelled my broadband and tv package due to price increases and I gave a months notice to cancel.I sent back the equipment over a week ago, and have received an email and text saying that you are going to take £130 from my bank account even though I do not owe any money. I have tried to speak to one of your customer service representatives today, but got no satisfaction as your processes and procedures have become so rigid and lacking in common sense that they leave your customers absolutely raging with frustration as they do not involve proper communication with customers ! I cancelled my virgin media in August, which gave you a month to send the packaging for me to send the equipment back so I could return it when my account with you ended on 1st September. Instead you decided to wait and then sent the parcel when I was on holiday and left it with my next door neighbour. When I returned from holiday I received a text saying you were going to charge me for the equipment if I didn’t send it back! I phoned you right away to explain that I had just returned from holiday, and I returned the parcel that same day ! I have now over a week after returning the parcel been sent this email which I am replying too. I now intend to cancel my virgin mobile contract too as I am disgusted with your customer service and will never return to your incompetent company

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“Useless Internet connection ”

★☆☆☆☆

written by BriceDalrymple on 08/07/2019

The Internet is down yet again , the second time in 3 days. I've been with Virgin media for over 10 years and it's much worse than its ever been. Even my phone has no connection when I'm at work yet other staff on other networks have good signal. Stupidly I'm in a 12 month 'deal' with them yet I don't believe them anymore when they say I've got superfast broadband.

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“completly useless”

★☆☆☆☆

written by SofiaBishop286 on 12/06/2019

promised 200mbps and get 10 to 20. tv locks spend hours on phone waiting for support going back to sky soon as contract ends

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“Unable to contact Virgin team to remove tv package”

★☆☆☆☆

written by ElsieIngram on 10/06/2019

I have been trying to contact Virgin to take tv package for 3 days, each time I give up after 40 mins on phone. Don't get Virgin at all.

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Karenderrig's Comment

Written on: 03/10/2019

I had the same experience, that’s what they rely on try choosing the option that you want to add a package and I bet you’ll be put through right away!
I eventually got through and cancelled and they delayed sending the packaging to return the equipment ( which was delivered whilst we were on holiday). I sent it back over a week ago after phoning explaining that we’d been away. They have now sent me an email saying they’re going to charge me £130 for the equipment which I’ve returned! I’ve now gone with the post office who told me I could have just told them and they would have cancelled virgin for us and we could have kept our original landline number. I would just let them do it for you and save yourself the frustration of dealing with this incompetent company, I wish I’d have done it a few years ago and saved myself a lot of time and agrivation!

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“Money making scheme”

★☆☆☆☆

written by Adam1127 on 28/04/2019

They send out routers with restricted wifi signal purposely to get you to sign up to their £3 a month wifi booster service. We had a perfectly working white Hub 3.0 router, it worked flawlessly in any room and even at the very far end of the garden which is a good distance. Then we switched provider which was even worse so switched back to Virgin and they sent us a black Hub 3.0 router which has ultimately led me to write this review. Not happy in the slightest. Would I recommend virgin? No. But on the other hand all broadband is pish these days, doesn't matter who you go with.

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“Virgin Media Business should be ashamed of their...”

★☆☆☆☆

written by AbidAyoubi on 08/04/2019

Virgin Media Business should be ashamed of their service and they should change their company's name to some s***company because they do not know how to serve costumer or provide internet to people. I have been patiently waiting since three months for their people to install internet at my store but every time they came with different excuses which i accepted. The tricky thing with their contracts is that on the very first day they know that there is going to be extra construction work but they won't tell you in the start. After waiting some time, one will accept any condition to get the service on and this is the point when the virgin media will ask you for extra money or upgrade the package. To be honest i will never ever recommend this company to anyone even if they are willing to provide the service for free and in one day! Better to be without internet than being a costumer with virgin media business. I would recommend them to change their name from virgin media business!

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“Inexistent network ”

★☆☆☆☆

written by Gaborc on 25/12/2018

I m having the nightmare during Xmas. Home alone during Xmas and wifi isn't working. Thank you for nothing virgin media. I'm paying almost 40 pound a month for a ghost wi fi.

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“A telecommunications company? Not really.”

★☆☆☆☆

written by oPaulo on 25/12/2018

A telecommunications company that can not install a telephone line nor communicate with its customer. Useless, expensive, and unnecessarily time consuming. I signed up to switch broadband and telephone service to Virgin and they failed to install my telephone line. Failed to port my telephone number. Failed to contact me as a new customer to explain. So I phone their call centre and it says they tried to call me (presumably on the telephone line they did not install because it did not come to my mobile) and they will call back, then hangs up. Every time I phone customer services it hangs up with a promise of a call back that I do not receive. It went on for 10 days. Even their call centre wont communicate with me. Infuriating! So I call another 0845 number and ask to be transferred to billing and I was charged £8.53 for an international phone call. They then took payments from me totalling £79 after cancellation, which they expressly said they would not take. They asked me not to cancel my old provider for the number port to work for which I was charged £42. So 25 days after signing up to virgin I have no services at a total cost of £129.53 (not £27 a month as advertised) and if I phone their call centre to try and deal with the matter it thanks me for my call and hangs up on me. It seems like Usain Bolt is sprinting off with all the money. Daylight robbery!

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“Good When It Works”

★☆☆☆☆

written by assmith on 08/11/2018

Virgin broadband super fast when it works but cuts out all the time. We ring the service centre at least once a month and never get any joy. Once your contracted in they are not bothered. If you have the option of another supplier, take it.

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“Virgin Media is the best broadband provider ever,...”

★☆☆☆☆

written by McCannnn172 on 28/08/2018

I was sold on the VM sales pitch but now realise its just a load of bull. Being the only major cable provider they have a monopoly and their attitude is "take it or leave it." The broadband reliability and bandwidth in RG5 is pathetic and appalling. I originally had vivid 50 before VM upgraded me to Vivid 100 but rarely got more than 20mbps and that's when it worked. Very temperamental and only worked when it felt like. I've moved back to a copper wire provider last week on a basic fibre deal and have suffered no issues whatsoever and can stream movies uninterrupted for the first time in 12 months. I'm only getting up to 36mbps but connection is stable and adequate for my circumstances. Trying to speak to VM customer service to cancel my contract is another saga and yet to be resolved. Virgin Media?? Virgin Mafia, more like..!!!

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“appalling customer service”

★☆☆☆☆

written by JesusHancock on 21/08/2018

This company is only interested in screwing every penny it can from you. Rude staff. completely unhelpful. Swansea call centre forget it. Talk to Glasgow if essential. Difficult to leave Virgin. Will keep you hanging on the line for up to 40 minutes plus while playing VERY loud music to encourage you to disconnect. I must have phoned 30 times over 3-4 weeks . I paid my bill promptly every month for over 18 YEARS .yes years and one of their staff became somewhat threating when I said I just wanted to leave...virgin. he mentioned if I did not pay my d/debit they would take money from my initial payment (advanced years ago) Most horrible experience. Never Never again

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