I'm continually being harrassed with phone calls from Virgin either on my land line or my mobile. Quite frankly, I'm completely fed up with it and wish I had never signed up with Virgin Media. All the time with BT, they left me in peace. I've evened signed up with the Telephone Preference Service but that doesn't seem to apply to Virgin
Virgin Media broadband Reviews
-
-
virgin is the best company i've ever been with (i changed to sky this was the best time of my life)
-
Virgin media is very poor company who are just ripp off their Customers.
I have been with them 8 years and they never sent me with bill.
Their TV Channels are useless and you never met what they told you.
The break customer billing agreements and always they send me very high bill even if I try to ask them help to limit my monthly bill they just say ok but never done anything.
If you miss your payment 1 day they report straight to Credit Agencies so you will poor Credit score and your live hell.
I would advice to new customers never join Virgin Media. -
First off Steve,
That's pretty poor I have some great bits of kit but the connection is not up to the job. I was upgrade recently to 100mb after I only got 12 on my current connection. I have a decent router and a decent set-up due to thick walls it was over £800 for the full set of routers powerlines and various signal boosters so don't you dare call anyone on here cheap. You don't know what set-ups they have or if they spent some money on their kit. I have to look on the bright side I could choose any provider but even at my current crappy speed its still better than what else is out there and I know its has far fewer problems than ADSL. If your being traffic managed then upgrade your broadband it will cost you at most £10 more per month you can always bin the tv and phone if the internet is important after all peeps there are many great freeview services out there.We should all remeber that we want 24 hour service but we don't want India to do it but if virgin put up the cost by £15 PCM for uk only call centres everyone would moan about the cost, The fact is it is cheeper to employ someone in India at night than it would be to employ someone in the Uk. You cant have it all. -
well iv had a great service and not internet drop outs what so ever over the last 4 years. This maybe be because i have the common sense to buy and use a better spec modem/router than the stock versions people seem to use and complain about every 2 minutes. get off ur arse and grab a decent bit a kit instead of been reliant of the FREE hardware.
my only problem with virgin is my billing .. a friend of mine has the same package as me and is getting this for a mere £30 less a month than me and i think that very POOR! -
I sympathise with everyone who still uses Virgin Media. I had NTL services for about ten years before moving to Hampshire and the new Virgin Media brand. My broadband package was the 30Mb and the whole TV, phone and Sky.And for two years I had considerable problems with TV, Broadband and telephone faults. when Tivo arrived I asked to be upgraded and asked if taking the new 50Mb package and Tivo would allow a complete check on my installation. I was assured this would be carried out for £106 a month all in.
I was not too assured when a service engineer arrived to carry out the installation and had problems with the Tivo setup as he did not have the correct meter. Apparently their regional office only have one of these! Fast forward three months and countless engineer failed appointments and those that did attend were poorly kitted out. My 50Mb service was actually about 0.2Mb and the Tivo worked about 50% of the time.
The first bill I received was for £125 a month and took many calls to correct as they stated that the offer I was sent for £106 was only meant for new customers.
When my Tivo stopped working completely, I had had enough and cancelled my contract. The Customer Services rep was quite taken back and officious. He informed me it would cost me £86 to cancel. I have never been more pleased to pay.
I signed up with BT and my 80Mb service now gives me an almost constant service of between 26 and 50Mb download speed. I pay about £74 amonth albeit without some of the programs I didn't know existed anyway, but still get Sky Sports and ESPN. The only time I called for an engineer, he was on time and fully kitted out with all sorts of meters etc. and fixed my problem by pointing out my telephone had died.
I have had countless "personal" letters almost begging me to return to VM! What do you think I should do?? -
I am stuck with Virgin because with BT ADSL I can only get about 2Meg (too far away from the exchange). I am sick of the bandwidth limiting of Virgin. All the hype about doubling the speed of connections. 2xCrap=Crap. When I reach my download limit my connection drops to a fifth of what I have paid for. I don't download large files very often but when I do I have to leave the PC on overnight. I will be switching to BT Infinity when it arrives at the end of the year. Download a DVD in under 10 mins instead of overnight, can't wait. DO NOT USE VIRGIN for Broadband if you have a choice.
-
Virgin Media is without a doubt the worst internet provider in Brighton. I am a student, as are all of my friends. As Virgin offers the cheapest deal (Up to 30 mb) everyone I know uses it. As I mentioned, I am paying for 30mb, and while I do not expect 30 mb I regularly only get 0.5-2mb. This is tested at both peak and non-peak times, when no body else is using the internet. The router doesn't stretch throughout entire houses. The staff are clueless and make up 'facts' about why internet is so poor, but in all honesty it seems Virgin have a poor internet service in Brighton, so if you live here, and you want to be able to use the internet then I strongly urge you to buy from another provider, because Virgin are rubbish.
-
I had for a few brief moments considered takinf out a broad band contract for my new netbook to go a roaming but given the customers comments above I have decided against it. Thanks guys for your honesty about your experiences that has reminded me yet again how bad the service is from what used to be NTL and prior to that cable and wireless. I have stuck with Sky ever since NTL blew up my PC with their software and then blamed me. I had hoped that Virgin would have made a huge difference to the customer service team but nothing seems to have changed, which is a shame really as the virgin brand overall has a good reputation.
-
Its all about traffic managment. If you use their services a lot you suffer. if you rarely use their services you reap the rewards of fast broadband, which contradicts the promises you signed up for. they should just say "If you want periodic superfast broadband then join us. If you want continual superfast broadband then dream on. We only provide a small amount of data at superfast speeds. Once you reach this limit we will limit or deny your access to the internet and any other services that require our connection. We appologise for lying to you but desperately need your hard earned money to continue this lucrative crime. Thank you SUCKERS.
Yours Greedily
Virgin
Ripoff
Media
HaHa.
ps
If you are plentiful of money then please research our other scams." -
I placed an order on 30th March for a broad band package including TV.
The only efficient thing they have done is to take money off me. In order to give them plenty of time I agreed to an installation date of 20th March. It never happened and they cannot give me date, they simply say my installation is "on hold". Once my order was taken "sales" were not interested, they simply referred me to "customer service" in the Philipinnes costing 10p a minute for an 0845 call - this must be very profitable.( I bet Branson does not pay his call centre staff £6-00 ph) When I can get through to them, called, Customer Service have no idea what is happening and asked me if I had seen anyone from the construction dept doing any work?
Had my order cooling off period not expired, I would cancel.
DO NOT TOUCH THIS COMPANY WITH A BARGE POLE
-
Dreadful customer service from Virgin Media and sharp billing practices. Avoid.
-
My partner has always highly rated virgin media and chosen them over Sky. We have had their service now for nearly 2years and the past 12 months we have had real difficulties. We have called them at least 6 times in the past year regarding problems with our Internet speed and also continued pixelation of many channels.
It takes at least 60 minutes waiting in their telephone system before you have any hope of speaking to someone about the issues you have been having, but when you do get to speak to someone it is often an incompetent member of the 'customer service' department. They say they understand and sympathise with the issue you are experiencing, yet they tell you the same standard response of 'we'll send an engineer out'. We have had an engineer tell us to move the hub around out room to increase signal! Then to put it in a wooden box! Then another replaced the connectors, only for the next engineer to say they were repaired awfully and had wires hanging out!
They have sent several engineers out to look at our hub, checking our setup and connections. It took 4 attempts and different engineers to resolve the signal strength issue. We are supposed to receive up to 50 meg broadband yet most days we have been lucky to receive 14 meg. When the 4th engineer managed to correct the issue our service resumed for around 6 weeks. Tonight we have 2 meg...
We have had three engineers attempt to correct the pixelation of our channels, all saying 'the number coming in needs to be the same as the number coming out' so they fitted an acentuotur on the line. But the issue has never been corrected.
Considering the cost each month for the TiVo box and also the 50 meg broadband I would have hoped to have much better service then we have recieved. I don't expect perfect but equally I don't expect a service that is not even close to what I was 'sold'.
To add to the matter the lack of help, knowledge and training their call centre staff have is shocking and frankly sickening when you consider virgin is a large organisation. There are many people who are currently unemployed and desperate for work yet the rude and antagonising manner of many of their staff is appalling. We have been told completely contradicting information. One of their associates being able to call customers back to they are not allowed to make out going calls! Another said they cannot refund any amount for lack of service, yet another says they offer £25 compensation for complaints or service issues!?
We have now decided to leave virgin and take out service with Sky. However calling to cancel our service with virgin proved problematic too. One lady was very helpful and understanding of the situation advising we could cancel immediately and would also receive a refund for the rest of the month. We then called Sky to check how soon they could come out and they were more the helpful, giving an efficient and quick service. We then called virgin back to confirm we wanted to cancel only to be told by a different virgin associate that we had a 30 day cancelation notice and had to keep the service for a further 4 weeks!!! She also said there is a £35 cancelation charge!
Sadly the poor service, together with the extremely frustrating and rude call centre staff has put us off having any further dealings with virgin. I would strongly advise anyone considering taking out service with virgin media to reconsider and look in to all other services as I would hate for anyone else to go through the stress and dissatisfaction we have experienced.
-
Been reliable in the fact it is always there, but terribly erratic for speed, I can't use such things as iplayer. Paying for 30mbits/sec, getting between 0.2 and 30, all too often it's slow at evenings and weekend, i.e. when most people want it.
Youtube is often just spooling.
The family are urging me to move but I'm concerned about jumping from frying pan into fire.
Support is grim - relying on forums or long waits for support on the phone.
Engineers seemed good, but with erratic performance it's hard for them to solve, i.e. they'll come during the day when the thing works ok.
Phone sound quality is not as good as my BT landline.
included calls are only included if you don't go over the hour - then you appear to pay the whole call.
disappointed, i was hoping for more with fibre to the home. -
Never in my life have I had to deal with a worse company than Virgin Media.
My problems started 47 days ago with continual disconnects from the internet, typically ten minutes up time followed by ten minutes down. The situation has steadily worsened until now I'm lucky if I get one hours connection time in twenty four and then I'm lucky if I get speeds over 56 kb/s. No, that's not a typo Kb/s not Mb/s. Slower than dial up.
Over the 47 day period it's taken 5 engineer visits and 3 of there "superhubs" before they admitted that I needed a re-pull (new cabaling from property to street cabinet.)
After an 18 day wait the re-pull crew finally arrived only to tell me that they would not be able to carry out the work as a car was parked over the access hatch next to the cabinet. they left without letting me know when or indeed if the work would be rescheduled.
I was eventually informed, 5 days later, that the re-pull had been rescheduled to take place in three weeks time. This would have left me without a useable connection for over two months.
I have cancelled my contract and am currently pursuing VM for financial recompense. -
Right from the call centre to the engineer excellent service from virgin. I've been a telewest and virgin media customer for over 10 years and this is the first time I've ever had a problem. The engineer came within the time slot and fixed the fault within no time at all. No hassle. G83 area. Thankyou.
-
Broadband usually OK and phone not bad, BUT I was lied to. just over a year ago I was going to leave Virgin due to it becoming too expensive for what I use. BT offered a great package, but a Virgin Agent phoned and over a long conversation offered me unlimited phone and broadband for just over £11 per month. The only condition was it was for 18 months and that I would need to phone after 12 months to continue the discounted price.
YES YOU'VE Guessed! My bill before any extras is £33 per month - 3 times more. Customer services hinted that it was an offer that the agent was not authorised to make - but they could do nothing!!! In otherwords their agents can say anything but Virgin will not honour it. I am leaving the day my contract ends.
A verbal contract is just as valid as a written one - but surprise surprise - the offer was not recorded! Oh yeh? -
V-vexing
I-irritating
R,-ripoff
G-galling
I-ignorant
N-neveragain
-
If there is anything I can say about virgin is that it is possibly one of the worst broadband companies that I have every been with, I'm a student and therefore only have 2 deal with this abysmal service for a year (Praise Jesus!) but I can honestly say that I will never ever, ever, ever choose Virgin Media for any of their service's again!
-
As a long time Virgin customer I cant say that Virgin is consistent. Consistently poor in customer service and consistently frequent in internet drop outs. i regularly get about 20 a day - is this a record?
Buyer beware -
I am disgusted with Virgin Media. I am currently waiting for my new providers to take over, which is Sky. This will happen near the end of the month. I'm fed up with the poor customer service and lack of intelligence when it comes to dealing with the tech support who obviously have no common sense when dealing with your issue. I've had it. After succumbing to their nonsense solutions how how many days to disprove that my side was not as fault. They finally stupidly decided to flag a fault on the line on their end. Excuse me, I could have stated that a long time and would have saved me the hassel if your techs had any common sense. My connection had been intermittent, when it was claimed to have been fixed, I started experience speeds of about 0.20 mb/s. A complaint made again then after another how many days to receive another text stating it has been fixed. Wrong again. I have had slow speeds running from 0.00 mb/s to the highest of 2.68 mb/s. The highest running only for a few minutes before dropping. I am extremely disgusted and mad that its taking how long to just repair the fault and the fact that I'm getting no updates on what is happening. They claim I should be getting 7-11 mb/s. I have yet to see such speeds and strongly doubt this will never happen ever.
I am paying to break my contract with this company. It will be a good riddance. I am waiting to call them again to claim my compensation, I am claiming more compensation since this is an ongoing problem. I am being blantanly ripped off and robbed for a product that does not even meet the expectations they claim I should be receiving. I am looking into the Consumer Law as I saw someone state that they will not be required to pay a disconnection fee due to the fact that they are not receiving the so called products as was claimed. Virgin media has lied to me. I don't want to get into what happened, but they only caused me stress and anger.
No one should be ripped off for connections speeds and awful services. This should be made known world wide with what they are doing. I am very angry and disgusted with Virgin media. They have been nothing but crap. -
If anyone has the misconception that Virgin media is the best out there and have the highest speeds then i suggest that you do look at comparison websites before you make a bad move.
I have had 50Mb since it was rolled out and in that time i have had problems from the get go. Everything from knee-jerk comments from useless oversees call centers telling you that you need an engineer to come out to having everything at the customer end blamed for the problems. 3 years of issues and still having them. Engineers due to come out and being cancelled at and by Virgin media in some cases due to a fault being found even before the engineer had been booked. Dont get me wrong though, on the whole, i can not fault the engineers at all. They are everything you would want or expect from such a person - polite, proffesional and knowlagable. The issue is with call centers and due to the overseas ones being about as much use as a budgie in a billabong - i now constantly go through to the disconnection department as you stand a better chance of getting someone in England.
Ruling out the problems step by step - this ended in waiting for over 12 months for a new cable run (20 foot) from the main junction out side the house !!! While constantly calling the call center to enquire regarding the cable pull i was being told that it was the router, modem, cable inside the house, network settings etc etc in fact it was everything at fault in my installation EXCEPT their end. EVERYTHING at my end was replaced or checked except the cable which had been previously 'spliced' together and due to this they said the cable had to be replaced which was explained to every call center person but the engineers still came and went unable to do a thing.
Now the issue is where Virgin confirm an engineer by phone the day before he is due on site. Engineer booked on 4/4/12 in the evening to attend between 0800 - 1200, the automated call was confirmed at 2100 on 5/4/12. Having waited until 1130 on the day the engineer was due i decided to call to see if he was held up which is when the latest farce started.
My engineer was cancelled by virgin !! He was cancelled without me knowing because they found a 'network fault' This fault was discovered at 1500 (when work started) on 5/4/12 which was well before the engineer confirmation call was made. To add insult to injury - i had contacted virgin regarding the internet going off at 1900 on 5/4/12 which culminated in the person from the call center telling me that the issue was with my router and that i needed to wait for the engineer to attend !!!!
Make your own minds up regarding Virgin but the service is second to , well , everyone and although the speeds are fairly fast when and if it works i am looking at latency upwards of 10000ms at worst and download speeds of 4500kb/s on a 50 Mb internet service. On Uswitch this service is one of the worst on the tested isp's in my area.
Although i will be staying at Virgin at least to see what the 125MB is like - i would not recommend them to anyone who wants or needs a reliable service.
This review has gone on for a while and is literally the tip of the ice berg so just really look at your options before you seriously concider this isp -
So I have Virgins 100Mb, the customer services are much better and clued up, since the calls are routed to the UK center for the 100Mb package subscribes. The 100Mb package also has no data caps and is not managed (torrents, streaming, gaming work fine very low latency) I get speeds of about 90Mb sometimes 99.Mb (depends on serves) most internet serves can't handle dishing out this speed, but works fine on torrents. Initially I had a lot of problems with it, but they always send an engineer out and seem to fix it.
The speeds are unparalleled, with 10Mb uploads going up to 12Mb soon. No other company offers this apart from BTs Infinity which is more more expensive and the download speeds are slower then Virgins.
The cons are, the TV, the TV is useless it hardly ever works, and the channels are all boring ones, sky has the best channels.
In essence until, sky come out with BT infinity in my area with a reasonable price, I will switch. But for the moment, am sticking with Virgin. Most of the time, haphazardly things work, not to mention when it does not work, they actually credit your account with £5. Or £10, or for the amount of days you didn't have service. They don't rip you off like sky, but they don't have much to offer in the TV department. But when you have 100Mb download speeds you can find all the TV you'll ever watch online anyway. -
i changed from sky to virgin just after christmas - worst thing i ever did - thought it would be cheaper - but ended up costing me more than with sky - minus the movies - numerous problems with tv the latest being that i cannot watch many of the channels - freezing or nothing at all and they cant get an engineer to me until tuesday- seems my signal is not strong enough - what a waste of time and money - beware!!!!
-
Rip off Branson - Watch out if you take out "calls unlimited" package - it's not. It should be called "Call anytime but NOT unlimited" You pay for the service but if you happen to be on the phone for over an hour they shaft you with charges - I was charged £ 3.33p for running over the hour by 20 minutes on a local call. They do not tell you that when you take the package out and they do not make that clear in their advertising. Misleading advertising !
-
AVOID!!! I saw an ad for "fastest broadband possible £18/m" so I went with them.. this is what I got: slowest/nonexistant broadband for £30/m!!! I lose my connection daily, during meetings online and when Im working (Ive lost so much of my work through this.) I have to continously restart my router in hope that it will come back on.. I get 5 mins if Im lucky.. Its a huge rip off.. Dont even bother, their offer looks great, but in reality you'd get more usage out of a chocolate teapot!
-
After over two years with I've decided to move on. To many times I've had little or no connection and I had a range of times it takes to resolve the problems via their engineers from two days to a week. But today I was told that my intermediate connection issue would be resolved by the 3rd of May. I feel let down by Usain?
-
i was told my broadband costs wer 21 pounds a month virgin have just took 53 pounds out of my account and i want to no why
-
Recieve letters every week and i cannot get anywhere when i try to join up. Im not in correct area, so please stop getting my hopes up. Thankyou very much.
-
Virgin Media, give them a miss they are the pits.
Installed at my home Monday 13th February, next day I was unable to use the phone.
Had to use my mobile to contact them on an expensive number, could not send an engineer until Friday. They were not at all bothered that it had just been installed, and said there was nothing that could be done.
The engineer called on Friday 17th and said that there was nothing he could do as the fault was in the cable to the house ( an old cable ) he said the installers should have checked it out and fit a new one. He told me he would try to have the problem sorted quickly, and that someone would contact me in about one and a half hours on my mobile, that was over four hours ago, and I'm still waiting
So I had to phone Virgin again only to be told if I hear nothing, phone them again on Monday, that will be a week without a phone.
The worst customer service ever, a company to avoid.
Add a review
Virgin information
Virgin links
- Looking for Virgin mobile broadband?
- Looking for Virgin smartphones?
- Visit Virgin website
Home Broadband Awards 2011
Virgin Media
- Reliability
- 78%
- Technical support
- 61%
- Customer service
- 66%
- Speed satisfaction
- 72%
- Would recommend
- 75%
- Overall rating
4 stars
Jan 2011
Data sourced for Broadband Genie by OnePoll
Virgin news stories
-
All change for UK ISPs as Virgin doubles speed and ASA rolls out new ad rules
02 April 2012 Virgin Media launched its Double Speed initiative last week, making its 30Mb package the entry level cable broadband option. The speed bump means that some lucky Virgin customers have jumped from 50 to Read more >
-
Virgin Media to offer free Wi-Fi in tube stations for London Olympics
15 March 2012 Virgin Media has been awarded a contract to provide wireless networking on the London Underground giving tube passengers access to mobile internet for the first time. If it all goes according to plan Read more >
-
Virgin commences Double Speed broadband boost
02 March 2012 Virgin Media has announced an immediate start to a major upgrade of its super-fast cable broadband service, kicking off with 30 major towns and cities across the country. As soon as this week Virgin will Read more >
Featured Broadband Providers
- 251AOL broadband
- 49BE broadband
- 286BT broadband
- 15BT Business broadband
- 65DST broadband
- 29Eclipse broadband
- 4Eclipse Business broadband
- 129O2 broadband
- 310Orange broadband
- 190PlusNet broadband
- 2Plusnet Business broadband
- 428Post Office broadband
- 12Primus broadband
- 281Sky broadband
- 72Talk Talk Business broadband
- 317TalkTalk broadband
- 60Tesco broadband
- 808Virgin broadband
- 57XLN Telecom broadband
- 23Zen Internet broadband
Popular searches
- home broadband
- cheap broadband
- broadband
- broadband uk
- broadband comparison
- broadband in london
- compare broadband
