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  • neutral

    by Kareem is playing poker! at 12:20 on 30 Mar 2012 Report abuse

    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.

  • unhappy

    by stephanie rogers at 21:37 on 25 Mar 2012 Report abuse

    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!!!!

  • unhappy

    by Dougie Barnett at 8:18 on 22 Mar 2012 Report abuse

    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 !

  • neutral

    by M Day at 1:17 on 21 Mar 2012 Report abuse

    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!

  • unhappy

    by Aaron Brown at 21:15 on 5 Mar 2012 Report abuse

    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?

  • unhappy

    by paul bowen at 14:58 on 4 Mar 2012 Report abuse

    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

  • unhappy

    by David Irvine at 21:27 on 18 Feb 2012 Report abuse

    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.

  • unhappy

    by Sheptenelan at 17:34 on 17 Feb 2012 Report abuse

    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.

  • unhappy

    by Sheptenelan at 17:31 on 17 Feb 2012 Report abuse

    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.

  • unhappy

    by Pat Hay at 19:25 on 14 Feb 2012 Report abuse

    Can anyone in this country provide a decent broadband service? I'd imagine most people are willing to pay a realistic premium for a reliable service. We're sick to death of crappy introductory offers and crap service. It's the usual rip-off Britain. This is like being charged for a loaf of bread and the seller saying you'll only get 2 slices and by the way there's nothing you can do about it. Ofcom are as useless as the Press Complaints Commission.

  • unhappy

    by Stephen Neal at 19:05 on 14 Feb 2012 Report abuse

    Had Virgin media installed yesterday morning ( 13/2/2011 ) Twenty fours later my phone does not work. Can't get to me until Friday morning ( 17/2/2011 ) I am not impressed.

  • neutral

    by alexdalton at 12:06 on 14 Feb 2012 Report abuse

    vigin are awfull coustmer services there are always problems with my virgin box and every time i phone for help im left for a month without tv :/

  • unhappy

    by Pat Hay at 9:04 on 14 Feb 2012 Report abuse

    I've had 30mb for a year without problems but in the last month the service becomes unusable in the evening. When things go wrong Virgin either cannot or are unwilling to solve customers problems. There is now a 15 minute wait to speak to both customer services and technical support. It deja vu! They're returning to their old ways . BT infinity will will be available in my area next month. Please hurry. Time to change.

  • neutral

    by Jim Orrock at 23:17 on 13 Feb 2012 Report abuse

    I have never had a problem which they did not rectify quickly and I think their customer service is second to none. I regularly have a download speed of 9.8 on 10 mbs contract. I cannot understand the negative comments I have just read.
    Jim Orrock

  • unhappy

    by Earl Webb at 20:17 on 11 Feb 2012 Report abuse

    I've had enough of the Virgin service for most of the reasons others have stated, but who else can I change to?
    It seems others are not much better,any advice?

  • unhappy

    by Mohammed Al-Jaidah at 18:30 on 7 Feb 2012 Report abuse

    They have the worst costumer service ever, and I had to cancel my services twice because they did not install any phone line in my apartment... been waiting for more than one month and every time I call them they put me back and forth between departments and no one helped me, by the end of the call ( 20 mins+ ) I got hanged up and forced to redial... Imagine explaining your situation for every person they put you through... really annoying and hated them

  • neutral

    by Josh at 8:41 on 6 Feb 2012 Report abuse

    I have 100mb download soon to be updated to 120mb and 10upload, speed is fine first thing but come the evening and Virgin switch on their traffic shaping, my downloads drop to less than 1mb so whats the point of having superfast net if you are at work during the day?

    PS3 And Xbox360 Game play is disgusting the lag makes games like MW3 unplayable most of the time, imager it, you are trying to go up a alleyway and you find yourself facing a wall then when you turn your halfway somewhere else and you get killed.

    My son`s friends will no longer play online with my son because they know he will be the host with having superfast speed and he wont be able to play properly and the speed fluctuates resulting in lag for them which means often a new host is picked which sometimes doesnt work so there hard work in the game is lost because the game sends everybody back to the lobby etc..

    Waiting for my contract to wind down then i`m swapping yes to a slower speed but to a more reliable.

  • unhappy

    by Hrothdain at 0:49 on 24 Jan 2012 Report abuse

    I have Virgin media Broadband in my home and it has been useless from the very start,

    First of all the tech who was supposed to install our hub, went AWOL and reported that he installed the hub, when he in fact didn't, Then when we organized for another one to be installed the tech was late... by two days.

    From there things went down hill, the internet drops out on average about 7 times a day. the speed is appalling, for a company which claims to be the fastest Broadband provider in the UK. We are paying for 50mb, we get about 0.5mb. when i looked into this i found some information that talks about 'traffic management' which basically means even if your paying for unlimited Broadband, its not... This is to ensure everyone gets a fair usage of broadband, However if im paying for the higher package, doesn't that mean im entitled to use the internet a little bit more? i mean, that's what im paying for after all.

    After dealing with a poor severance for weeks, we called the customer severance team, because there is no other way to contact them, which is a fantastic idea for any company, if you don't care about the happiness of your customers, which clearly Virgin Media do not. whilst calling we had to wait 20 minutes to talk to anyone. Nice cheeky way to make more money from people. when we finally got through, they had a look at our hub, changed a few settings and said it would be fine, no sooner was the phone put down did the internet drop out again. so after many more phone calls later, we were told it was a line fault and would be fixed in 6 days.

    2 weeks later... the Broadband is still poor so we call again, this time getting through to a guy who says we were lied to and this problem could take months to fix. obviously not happy about this we complained, to which the kind man said he would set up an account where we would not be billed until the problem was fixed, we were pleased with this, after all why are we paying for something we cant use?

    so we put up with the naff connection knowing that we are not being charged for it until its fixed. Then we got our bill, and we were charged, for something that does not work to an acceptable standard. so, when this annoying little contract is over i will be so happy to be rid of the worst provider i have ever had the misfortune of dealing with.

    Fastest Broadband ever? sorry guys a hamster in a wheel powering a tiny little router could provide a better speed.

    to anyone who wishes to join virgin media and reads this. for the love of god. choose someone else.

  • happy

    by sam dunbar at 17:09 on 20 Jan 2012 Report abuse

    ive had vigin media since they took over telewest and ive never had and bother whats so ever bar for one on their indian call centre who hadnt a clue what i was on about or cared but after being rudely cut off i phoned up and the next girl had my modem up and running again in minutes altho being unemployed now find it a bit expensive to keep going the i doubt i would change to other isp providers who are just crap

  • Matt Powell - EditorEditor - Matt Powell

    by Matt Powell at 22:11 on 19 Jan 2012 Report abuse

    @John G

    I really would strongly recommend you install some kind of anti-virus software, for several reasons.

    a) Some viruses steal login information, giving access to email, bank accounts and so on. They operate quietly so you may have no idea this was happening.

    b) Viruses can use your system for file storage, which could hold anything from pirated material to extremely unpleasant content, or may turn it into a botnet using your connection to attack other systems.

    c) Copying files to external backup may also mean copying a virus-infected file.

    You do not need to use Norton or McAfee. Search for Microsoft Security Essentials, it's a free AV application with no subscription, and being an official Microsoft tool it integrates smoothly with Windows and has a very negligible impact on performance.

  • neutral

    by John G at 12:08 on 19 Jan 2012 Report abuse

    Hi all,
    just want to add this to the mix!!
    Have been having same problem with streaming Sky tv through xbox (hard wired to new virgin black hub router) I am with virgin and had 10mb package, Xbox was constantly Buffering up and when did speed test (speedtest.net) was getting less than 2mb!!! After constant calls to tech guys in INDIA!! (151) and handing over remote access to them they did every ping/pong and dong test (very technical i know ;0)) you could think off they told me that it was because I was running my computer without any anti virus? he then asked me to connect a laptop to the hub and went through the same process yet again and came back with the same conclusion?
    1. both computers were working fine the day before.
    2. I do not install anti virus as I save all important information on external hard drive and find installing norton or mcfee on slows the computer down so it some what defeats the objective
    3. when I get a virus I just F10 in restore to factory settings and its like putting in a new engine and only takes 30mins or so.
    4. the Xbox is connected directly to the hub and is solely dependant on the internet speed provided by the ISP
    5. low and behold after being on phone to Tech guys (Budda or what ever his name was) within 1 Hour of getting off the phone my totally infected computers (not) where running at 10 mb?

    So next day rang 150 Customer services and went through automated sequence to tell them that I wanted to leave virgin and got through to a very nice lady and after explaining the above she said that I was getting Traffic Managed (which I knew nothing about and Tech guys never even considered this or maybe don't even know about it!!!)
    Below is a link to Virgin Traffic management Policy but may I also add that pretty much all ISP's have a Traffic Management Policy which could well explain your slow speed internet connection.


    After a long winded conversation they have upgraded me to 20mb and are saving me £3 a month with a free upgrade to 50mb coming soon.
    I live in Grimsby for my sins and no I do not play COD on Xbox ;0) and as it happens our virgin internet speeds are 1 of the highest in the country.
    hope this helps some people out there ;0)

  • neutral

    by Scott Rowlands at 22:33 on 17 Jan 2012 Report abuse

    I'm amazed by all the negative comments on here - I've been with Virgin for about 10 years and never had any problems...

    HOWEVER... tonight (my birthday too !!) we had planned to order in a takeaway and sit back and watch some films over our new Netflix subscription on the XBox... within minutes of using it, the XBox disconnected. Tests showed that the device was connecting to the wireless router, but not to the internet. We retried on the PS3 with similar problems, however our internet on the PC and iPods was still working,
    Having checked online (through the internet which was still working), I came across many other people who have had similar problems with DNS dropping out. I've still to call Virgin, but after reading some of these comments I am concerned with the chances of a positive outcome !! I'll let you know how I get on...

  • unhappy

    by lyndon at 20:00 on 17 Jan 2012 Report abuse

    I cant get through to virgin media on 150 or 0844 anyone else having problems

  • neutral

    by rupert at 18:55 on 17 Jan 2012 Report abuse

    Virgin down again. Live in Watford area. No local internet, google bbc etc.. all return cannot display page. Strangely my VPN to work connects OK and I can then browse the internet.

  • unhappy

    by Moira at 13:04 on 17 Jan 2012 Report abuse

    I have a simple query - how do I unblock my restricted telephone number. I am trying to ring a number which doesn't accept restricted numbers so it won't connect me as mine is a restricted number - how do I fix this? I keep ringing virgin media and I told her 'do not put me on hold' and she did - I spoke to a lovely lady from BT today, they do a great service with free wifi for the same price as my package . . .

  • neutral

    by Sharon at 1:25 on 15 Jan 2012 Report abuse

    I have been with Virgin Media for around 8 to 9 years. Over the last 2 years the Internet is terrible. I have wireless connection which keeps going down. For the past 3 weeks Iv`e been phoning & after waiting for 20 odd minutes listening to pop music that keeps going Low then high they come on the phone only to take complete control over my desktop that I'm glad of but they reset the router and tell me everything is fine then as soon as I've come off the phone it goes again.
    I phoned them Thursday 12th Jan again because my Internet had No DNS server Media was disconnected & for 3 weeks I was not assigned an IP address although I could get on some of the internet I was restricted in most things such as posting a comment or getting from one page to the next as it would turn really slow and time out.

    A man answered my call who I really found hard to understand ,I tried to tell him the problem I was having then when I waited for a reply he just Hung Up on me "Charming".

    I phoned them back Tonight Saturday 14th January and spoke to a lady I told her what had happened she asked for remote Assistance of my desktop which I allowed ,we spoke as she tested I told her I had No DNS ,disconnected Media No assigned IP for weeks She went into my account and changed the settings I noticed she was clicking WEP network and making my connection Public, she left the other connection for the kids but changed mine to the WEP So now I don`t have a Home Network which I find quiet strange I have 2 one for me one for the Kids. Anyway she sets it up & the icon came back in the right hand corner of my computer at least it was connected at last.

    She said the WEP would be OK and Noone could get into my computer eventhough it was made Public.
    I Thanked her said goodbye & went to get myself a drink come back and the Icon was flat lining again I did ipconfig/all and again it said
    DHCP Disabled
    Media Disconnected
    Net Bios Disabled
    No Ping

    I give Up after 8 years I`m seriously thinking of leaving Virgin Media I have My Phone ,TV & 30 Internet with them My Internet which I upped to 30Mbps from 20Mbps is worse now than when I had 20Mbps yet I'm paying £31.00 for this rubbish connection.

  • unhappy

    by poppy at 18:08 on 12 Jan 2012 Report abuse

    I agree with the negative comments about Virgin Media. I live in the DN36 postcode area and for around 6/8 weeks the broadband connection has been off more than it is on. I have rang customer support every week and have been given a variety of explanations for the woefully inadequate service - something different every time. Nothing is consistant with them. I am sick of being told that this is the definitive repair to the server - clearly it isn't, otherwise the connection would be working 100%. Like others have reported, their customer service is poor, especially when speaking to someone from the sub continent, with poor understanding of our language and culture. So often I find myself apologising for not being able to understand poor English or pronounce the name I am given. They have far too many automated responses on their helpline and lengthy waits. They arrange for engineers to visit and then cancel them using an automated messaging system - not giving me a chance to converse with a human being. I don't want to stay with Virgin - they really are crap! I am seeking a viable and reliable alternative with good customer service and without it costing the earth - does this exist?

  • neutral

    by Bernice Neale at 16:18 on 12 Jan 2012 Report abuse

    Stay away from Virgin, the internet is fast when it works which is only about 80% of the time, the customer service is hopeless, they ignore you unless it involves more money for Virgin. Next month I'm getting Freesat with on-demand TV, a land line from anyone except BT and broadband from BE Internet and will never again deal with a Virgin affiliated company.
    That will work out half the price of Virgins monthly bill and save me nearly £200 a year for a better product. You would have to be mad to stay with Virgin and madder still to move to them!

  • neutral

    by halkin at 18:30 on 11 Jan 2012 Report abuse

    I havent had many issues with Virgin, re: full installation I cant comment as I was with Telewest before Virgin took over so the install with with TW. However when I upgraded to 50mb new gear was with me quickly, the technician was here when he said he would be and it was working swiftly.

    Over the course of several years I've been without internet on only a couple of occasions, one of which was the whole area I live in. Speed is constanly high ie: with 50mb service its always on or near that, though I do download from dedicated servers for most of what I need (pay servers, about £5.80 per month at current dollar rates). On the occasions I download from other sources it is of course limited by their servers and not Virgins speed I believe.

    As for customer service its been average on the occasions I've needed to use it, which is rare.

  • neutral

    by HappySkyChappy at 11:41 on 11 Jan 2012 Report abuse

    I took out a Sky broadband package in September 2011 - At the time they estimated a speed of around 7MB/S - I actually get 6.7 - This is constant, never interupted and extremely reliable and only costs £17 approx including free evening/weekend calls and line rental

    Sky is like a 500% improvement on the Virgin cable line that is installed elsewhere in the property - I could type hundreds of lines of text here complaining about Virgins Customer service (A service that was once reliable for me when it was NTL), but I have already seen repeated so many times here from other people

    Conclusion: SKY = Excellant - Virgin = Sh*te

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