Virgin Broadband Expert Reviews

Jiayin Chen wrote on:
Saturday, January 14th, 2012

MR

Pro: you just wouldn't believe

Con: how slow it could be

totally nightmare, the speed could be very low during peak-time, you cannot even open a webpage. sent down very inefficient engeneer who do nothing at all. also have big trouble in cancellation within the cancelling periord. just simply stay away from it.

Jim Franklin wrote on:
Wednesday, January 11th, 2012

Awful service, awful company

Pro: Can be quite fast

Con: Everything else

Had huge problems with Virgin, they send out engineers who do nothing but complain about the company, the phone line stops working every week or two, my email was cut off for months for no apparent reason and the company give the impression they couldn't care less. Avoid like the plague.

Dave Perris wrote on:
Wednesday, January 4th, 2012

Terrible service, time to change provider.

Pro: I don't have to stay with them

Con: Slow, expensive and bad support.

Signed up when NTL still ran the service in my area and had several years of good service. I've now had over six months of slow, and sometimes non existent service. Pages can take minutes to load, downloads are impossible, email is unreliable. Virgin media admit it's because they are oversubscribed but, despite endless promises to sort it out, it just gets worse. I now have to use a wireless dongle to get any work done and am looking for a replacement supplier as soon as possible. The only positive thing I can think of is my conversation with the Scottish call centre (not the overseas one, thank god), where the guy I was speaking to told me to change providers as it wasn't going to get any better. Thank you for your honesty, hope you didn't get taped saying it!

wrote on:
Wednesday, December 7th, 2011

Very Disappointed

Pro: Do send engineers out and try to solve

Con: Unreliable

I am 43 and have experienced a range of ISP, from Compuserve, Pipex, BT and now Virgin. To my complete astonishment, Virgin Media has been the most unreliable ISP by a long way, it frequently drops connectivity or provides access at slow speeds. Today, I am receiving internet at 0.64mb/s (I was sold connectivity of 30mb/s. I live in London, not the Shetland Islands - I do not think this is acceptable. The TV is ok, but once again, about once a week will lock with some kind of error code. Plus the menu system is awful, Sky's logic was much clearer and easier to use. I do not recommend Virgin Media and have been sold a load of bollocks by their marketing twirps about fibre optic nonsense. Be very careful before you sign up to this company, I personally do not think their infrastructure can cope with the current demand.

wrote on:
Tuesday, December 6th, 2011

Overall very poor - Try and avoid

Pro: Non yet

Con: Slow, no customer service, rip off?

Had 100mb installed yesterday. Over past 24 hours ran multiple speed tests and the highest download speed I have received is 40mb. Virgin customer service have been ultra helpful - until its installed. Now after waiting over an hour on a Tuesday morning, once I get through I just get passed onto to someone else. Its surely a tactic to evade dealing with customers. I was also lead to believe that the fiber optic cable was to the property but it is just to the box at the end of the road and copper cable to the house - like all the other providers, so don't pay more for Virgin fiber optic. Their marketing is misleading. The (sub-contractors) installers laughed and said I'll never get close to what it says online, only in new builds does fiber optic go the the house. I now feel really cheated and can't even complain because there's no way of contacting them. Don't pay a premium for this BS.

Daniele Pais wrote on:
Friday, November 4th, 2011

A total nightmare

Pro: Used to be fast

Con: Worst help desk ever

Every time I have called the customer support because of my slow connection I was bounced from one desk to another with no one that really wanted to help, actually it was even more frustrating speaking over the phone with various help desk representative that do not seem to be from anywhere near....the voice was so low and one channel only, (almost like voip at the beginning), so it was so difficult to understand what the other end was saying. Today, after spending 2 hours over the phone and again being bounced back and forth from one helper to the other, (bear in mind that every time they switch the call to another help desk they put you in hold for no less than 5 minutes and then again they keep you asking all your personal details and passwords and security questions and how do you pay your bill etc..then finally they tell you that they are not the right help desk and hand the ball to somebody else. I was finally lucky to get the desk to cancel my account....even here I was said that I "can't" cancel because I have signed a contract until next April. Perhaps they did not take in to account that the contract states that I would pay for a service they supposed to provide.....which is not the case since I am not getting the service.

Awful customer service

Some of the worst customer service I have ever experienced, I've had the misfortune to have to speak to 8 of their staff over the past 2 weeks. Only 2 were anything approaching helpful. Twice they have left me waiting at home for installs/repairs and each time not turned up. I've had no apology, no compensation for the wages I've lost out on. Absolutely awful. Data throttling is also a major issue as any modern day household uses more than they allow. Don't let the high speeds fool you it's like getting a Ferrari but having to drive it at 20mph.

Virgin Broadband Review

Have Cable 30 megs and been happy with Virgin speeds. Rare to have any problems with connection, and when there have been issues assistance has been good.

Virgin Broadband Review

excellent speeds 35 meg and 3.8 meg on 30 meg broadband been with virgin since cable tel then ntl . cant complain sky and bt could only offer me 2 meg at best .and that was in july this year

Virgin Broadband Review

I'm an old Telewest (and now) Virgin customer. Outages - rare, I've had only 2 three hour downtimes in 365 days times many years. And an engineer swiftly replaced a faulty telephone cable outside, free. Customer Service - Pleasant, friendly with the odd waiting queue at peak times. BB Service - Very good tbh, no complaints. Billing - a bit pricey and billing is like reading algebraic or quantum physics. Same as the rest though. The pricing is v steep but service very good. I know people who've recently cancelled cos of this though! Service charges are hilarious fun... don't scratch your nose ok. Doubt I'll change despite average £55/ to £65/mth T&BB bill. If you have mid salary and like good service, recommended.

Virgin Broadband Review

I feel cheated. I've been with Virgin for more than 15 years. Ever since I moved up from 10 Mbs to 20 and now 30, their speed has never been been near achieving what I expect and pay for.

Virgin Broadband Review

I agree with the last poster - Most people only bother to post a review when they're having issues. Generally if you have a service that works properly and you're 100% happy with it you wouldn't be here in the first place. I'm here because I'm obsessed with my broadband being spot on and test it regularly using many different speed test sites. I've been a Virginmedia customer for about 5 years now and also used it before I left my dad's and got my own place. There's a simple reason I have my broadband through Virgin and that's speed and reliability. Ever since I first got 512 mb cable whilst living with my dad the speed has always been absolutely spot on and obviously over the years the speed's gone up and up while ADSL has stagnated. Apart from the extremely rare outages (probably 3 in 5 years that last maybe a few hours) my speed has always been as promised, not 1/4 of the speed you pay for (unless you're one of the lucky few that actually do get your "up to" speed) that you get with ADSL! I'm currently on the 50mb down, 5mb up XL package and I generally get 51mb down and 4.8mb up. Very, very occasionally it'll drop down to 49mb but never drops below 48mb - Ever. The upload speed is a constant 4.8mb and never really changes. The customer service needs a little work at times but this is genuinely the only issue I have with all of their services - It's not terrible but not perfect either. I think one thing people really need to bear in mind here is that unless you are one of the very few lucky people that live next door to a telephone exchange you will NEVER get the speed promised to you using anyone but Virginmedia because the broadband is piped through 21st century fibre-optic cables. ALL OTHER broadband companies use decades-old copper cables owned by BT, so whoever you choose, theoretically you're using BT's poor service. If you're happy just looking at webpages then you should be fine using any provider, if however you download stuff, upload stuff, want to watch videos or play games then you really have to be careful who you choose! My dad left Virginmedia last year and went to Sky as he fancied a change. He was paying for 20mb broadband and getting 20mb broadband. Despite me advising him against it he left anyway and he now pays for 20mb broadband and gets 3.5mb!!! Needless to say he's going back to Virgin next month when his Sky contract runs out! Basically what I'm saying is this - Research very. very carefully before you choose any broadband provider. Make sure you find out what speed you're going to get before you sign that contract as you may end up terribly disappointed. Most providers cannot provide anywhere near the speed they promise, except Virginmedia and that's down to technology - Technology that only Virgin possess right now. You can always check all of this yourself by looking at the Ofcom website who found Virginmedia to provide by far the fastest and most reliable speeds By the way, I'm not Richard Branson neither do I work for him, I just detest the way that people get ripped off paying for services they don't get!

Virgin Broadband Review

Most of the reviews for Virgin on here are negative - as are the reviews for every single other broadband supplier on this site (Check them out !). Simple fact is that when things go wrong, people tend to be more inclined to come onto review sites and spout off about their dissatisfaction. Satisfied customers can't be ar5ed, and just get on with using their broadband. Makes you wonder how many problem installations are down to incorrect set up and / or people expecting a wireless signal to pass unimpeded through solid walls and floors. Having said all that, there is no excuse for poor customer service or marketing scams like omitting to tell people that they have to pay extra for a phone line that they don't want, though !

Virgin Broadband Review

Yep, this service is awful, all right. Cos I've only got an ancient BT line, I have to use cable broadband (Virgin). Phoned up just now about slow download and much much slower upload speeds, only to be told in succession: a) It's your router b) Upload speeds are nothing to do with us c) Ah, yes.. there's "a problem in your area which will take 4 days to fix". But what geographical area is affected, I asked. We can't tell you that, came the reply. Utterly, utterly useless. Avoid if you can. Awful, awful, awful.

Virgin Broadband Review

Virgin Broadband is very good, not perfect but not the horrific waste of time some reviewers would have you believe. Yes, calls do go through to India which is very annoying, but apart from that and a very infrequent slow down / disconnect the actual service is very good. One thing you have to be aware of, and this goes for ALL providers, is your max line speed, there's no point buying a 50Mb package if your line can only handle 10Mb!

Virgin Broadband Review

changed to 30meg without any problems, speed norm about 31meg so cant complain, i will say the hub is a bit hit and miss for signal, ive never had any problems with customer service takes a while to get through i will admit (no i dont work for virgin) just ive never had no problems and is quite happy with the service i get

Virgin Broadband Review

Being a customer for 4 years.Was about to change because the bill was getting very expensive. Got reduced to almost half what I was paying with a call to the customer service. It's difficult to contact them but very happy now! I left them a message to contact me by phone but they didn't so I phone. Reaching them should be easier but I got what I wanted in the end. Happy!

Virgin Broadband Review

I have been with them for the last 4 years. I'm going to change now. They were brilliant up until 1 year ago. Broadband used to be perfect but now it cuts .Phone was disconnected 2 days ago for more than 3 hours. Every time you want to contact them the lines are busy.I left them an e-mail was promised to be contacted and nothing happened. Going to the website you get lost in their blogs because phone number is not available in the website. So you end up getting help from other users in the blog,rather than a customer service agent.Rubbish cheap customer service for not the most expensive internet provider.

Virgin Broadband Review

Have had internet with them since it was NTL and had dial-up have had ZERO problems with them. there customer support is helpful if you have any queries. This internet is very fast even with 10Mb i still run consoles, PC/Laptops and phones with no slowing what so ever.

Virgin Broadband Review

Been with virgin for a few months now and the service is immaculate; speed hits bang on 50 mb/s any time of the day or night. get on average 5 - 15 ms latency/ping in games. spot on. http://speedtest.net/result/1340914318.png

Virgin Broadband Review

Dont be a fool, Virgin broadband is complete rubbish. They lied to me twice with an installation date, no one turned up. There customer service is shocking, its terrible (its a pity i cant swear). It takes a long time for anyone in Virgin to pick up the phone, when you do get through, all they do is transfer you to another department. Nobody knows anything and all they do is apologise (like they really mean it). In the end i.e. 3rd time for an installation date i decided not to go with Virgin. Trust me, they are a waste of time, and the cost of there 0845 is not good, its expensive. Richard Branson, Virgin has gone down the pan.

Virgin Broadband Review

For speed, virgin broadband is probably the best I've ever had. Despite only having the 10Mb package, it still tops any other broadband supplier I've previously had. Can't give much feedback on their support, as I've never had any problems to contact them about, apart from the initial connection which to say the least, the staff there didn't quite know what they were doing.

Virgin Broadband Review

Virgin are utterly useless, they have made xbox live virtually unplayable. They're customer service is shite, and they are expensive. Finally woke up and decided to leave, I have cancelled my contract with them, had to give 30 days notice and all I keep getting is stroppy phone calls from them, at present on a daily basis. Don't give them the time of day till they sort out their problems!!

Virgin Broadband Review

Do not get Virgin broadband in Coventry I have a 30 meg connection and struggle to get .5 to 1.5 meg . Virgin not interested, a load of excuses but no action

Virgin Broadband Review

Virgin Media's Broadband is TERRIBLE. It never works in the evenings and at the weekends..forget it. It's so slow, you cannot even load up a basic web page. The old dial-up method I used in the late 90's was quicker! I've phoned customer services (a call centre based in India where it's incredibly hard to understand the staff) but keep getting fobbed off with excuses and promises the speed will pick up 'within a week or so.' Rubbish! DON'T whatever you do go with Virgin. All my friends who have it say the same thing- their broadband is utterly useless.

Virgin Broadband Review

Worst Broadband service ever. I had the 50MB Broadband connection which up until earlier this year, was supposed to be the "FASTEST" broadband in the whole of UK. I wonder why, then, between the hours of 6pm to 12pm, I would not even be able to watch a YOUTUBE video? After complaining to their customer support, they kept passing me from one department to another, passing the issue like passing the blame. No one ever really told me what the problem was, just that "there was a fault in my area" this was in November 2010, and it is now May 2011 that I am writing this, being frustrated, angered, I have decided to change to SKY, who I never had a problem with before. They are also one of the most unreliable people, never trust a word they had to say, the whole reason we got virgin instead of sky is because we were promised cheaper bills, but paying £180 per month makes SKY's £95/month seem a lot more manageable! They are in the business of RIPPING PEOPLE OFF, if I can save ONE PERSON from switching to Virgin, I know I have done well, PLEASE PLEASE PLEASE, if you are thinking about switching to Virgin, PLEASE DON'T DO IT...

Virgin Broadband Review

4 Months ago and I would be on here writing a thousand words on how great Virgins 20 meg broadband was, what has changed is I fell for all the adverts and dived feet first into the 100meg service and day 1 was great ping tests were showing over 200meg so i was well impressed day 2 was interupted service throughout the day after a week of this i rang up and was told work was being done to resolve the issue by the end of feb its now may and its even worse i actualy get a better internet conection through my mobile phone and was offered 2/3 of my money back as i have had some conection in this time well Virgin goodbye you will not be sending me anymore bills

Virgin Broadband Review

No I don't work for Virgin, but have to say that overall the 50Mb service is very fast and efficient. Customer service does vary depending upon which continent you get routed to, but consistently get 40+Mb download speed on a wired connection. Wireless speed does drop off depending on distance of laptop from the router but still between 10 - 30Mb

Virgin Broadband Review

Terrible is the word. I first phoned virgin media because I misunderstood what they were advertising. it said something like £9.99 a month for internet which I thought was a bargain not realising since I was a novice that you had to also rent a phone line from them which would come to around over £20.00 a month. I was about to put the phone down when the agent told me that they offered a 28 day free trail where you could cancel the connection with no obligation as long as it was within that 28 day trial period. I asked him to call me back and after clarifying things gave him my bank details. So far virgin media have been awful with there internet service. Youtube constantly buffering, games constantly disconnecting. It’s only fairly fast at around midnight but I’m really tired at that time. I called virgin (after a few attempts in trying to resolve the internet connection with no result), to cancel my internet. They denied the 28 day free trail and told me that no notes were written down regarding the matter. They also told me that because I didn’t have the agents name they wouldn’t be able to trace him. They mentioned I would be charged £40.00, £39.00 and £29.00 disconnection fee even after I had only tried it for 20 days. Well unlucky for virgin phone lines are recorded and the agent back then actually called me back on my phone to get my details. Not hard to trace I believe. This should be great evidence to show what a bunch of liars they are. I’m not paying a single penny.

Virgin Broadband Review

Moved to 50Mb service from 10MB. Download speed max 35Mb but mostly lower. Upload speed 0.3Mb Xbox live problems. iPlayer problems. Reported fault and given lies of a fix date that never come. Escalated fault to high ranked Virgin Media Boss and after 1 week still no resolution. 8 weeks of being charged for a poor service and still waiting ........

Virgin Broadband Review

Virgin is the worst broadband I have ever used! I have a 30MBPS line and it does not works even like a 3 MBPS one. Connection keeps breaking in between too frequently, much more than enough to frustrate you! the wireless does not works with their stupid 'Super-Hub' on my 6 months old laptop as they say my laptop is quite old! Not a single song or video plays smoothly, keeps hanging and that too when we use maximum 1 or 2 laptops, earlier we had O2 (8 or 10 MBPS) and it was superb, we could run 5 laptops without a single buffering problem. Even worse with Virgin is their customer service, we have called them up so many times but no help given till date. DON'T TAKE VIRGIN!!

Virgin - BE WARNED!

I suspect the good reviews on here are from Virgin employees! The worst customer service I've ever experienced! Poor speed. Intermittent loss of service & expensive. Customer services fob you off with excuses & try to fog over the issues. It is enough to make you scream with rage & frustration. I cannot think of anything positive to say about them. I would give them no stars at all if that were possible.

Virgin Broadband Review

I have just changed from TALK TALK to Virgin. What a difference in speed. I was lucky to hit 2mb with Talk Talk. After conducting speed tests with Virgin I’m averaging 27mb. It works out a little more money but it’s worth every penny.

Virgin Broadband Review

Loss of service regularly, took an age to get it working, should have stuck with 02, who were far better.

Virgin Broadband Review

We live on the east side of coventry in the CV2 area, speed here is good we get 9.8Mb most of the time however the upload speed is very poor at 478Kb/s (in April 2011 this will increase to 1Mb) I believe an upload speed of one 20% of the download would be fair. Customer support don't listen to your needs and appear to be reading from a script, I try to avoid them as much as I avoid Branson himself. Reliability is very good. Value for money, not as good as it could be, it appears to be getting expensive, the faster speeds offer better value "IF" you have a need!

legal but unethical?

I transferred from Virgin Media to another provider in Nov 2010. Virgin Media had good line speeds, but were proving to be over 40% more expensive for an equivalent service and couldn't offer anything better. The trouble started with the way VM handle cancellation of package deals when switching to another provider. Unlike other switches I have made they do not cancel broadband when their customers move, so I have received 3 bills since switching. This happened because I did not read their fine print about the 30-day cancellation that I needed to do (assuming, like other switches that this happens automatically when the new provider takes over). Virgin Media might act legally but I believe they are unethical when dealing with customers who are ignorant of the fact that they operate a separate network. You choose if you'd like to take that risk. Also, communication is very much one way. All you get from VM is a bill or marketing emails. Unlike other providers I have had no phone calls, letters, response to two complaints from VM.

Virgin Broadband Review

Very poor quality of broadband. The speed is fairly good but it has high packet loss, high ping and high jitter plus it disconnects fairly regularly. This makes it impossible to play online games or even watch a youtube video and thats on 50mb connection. Extremely poor customer service also. Complete waste of money

Virgin Broadband Review

Just started seeing a GROSS reduction in Download speeds in the last week or so, like people have said on here DIAL UP speeds!!!

god sent

i use the internet extensively, and i need reliability and speed. sure virgin is expensive, and they might not even have a good customer support. i dont even have a fibre optic line, but hell it gives me the connection i always wanted. 1500mtu size and impressive bandwidth makes me dreamish. cant wait to get more bandwidth though...

Virgin Broadband Review

I gave up on the ever worse speeds offered by Freedom2surf after their take over by Opal. I've had Virgin Broadband for three days now and am ecstatic about the fabulous speed I'm getting (15.5 Mbytes per second at present on a 20 Mbyte package). I can't comment on the customer support and maybe it's a bit early to comment on reliability.

DO NOT USE Virgin Broadband

Never have I experienced such a rip off. For what is charged the service leaves a lot to be desired. Any missed or late payments were charged a costly rate. The customer service is pathetic, I was unable to access my internet account, and when questioned about this I was simply ignored. Alongside this the premium rate contact line is nothing short of extortion. The bills sent are vague; not explaining charge breakdown. The set up process took weeks, leaving me paying for but not receiving broadband. Hidden charges also occurred, I was led to believe I was not paying line rental, however I was charged for this at the end of my contract. The connection itself was satisfactory, yet this cannot compensate for the terrible overall service.

BEST BROADBAND EVER!!!

This is the best broadband offer you can get in UK. I paid them for 20 MB and got 18-19 MB all the time. I strongly recommend it!

Absolute waste of money !!

Absolute waste of money !! I had faster dial-up back in the days!!! Just did a speed test - 256K that's the amazingly fast broadband I use at the moment!! I'm happy that i was able to try it before i would have made the mistake of going into a contract. If you contemplating in getting it, don't!! pay a fiver more and go would someone else!!

Total Rip Off

I've been with Virgin for a few years now & their service has become increasingly worse. I have an alleged 10mb service and am yet to see it run at full speed. The last straw came yesterday. After suffering intolerably slow speeds I ran multiple bandwidth test.....my average speed came out at 176 kbs. Pretty poor when you consider it's supposed to be 10,000 ! Also, I have a website with Virgin and I was prompted to "upgrade my security settings", which I did as instructed. I have not been able to access my website via FTP ever since. I have called customer services on several occasions in order to rectify this problem but have had no success whatsoever, in fact the last time I called the woman I spoke to didn't even know what FTP was!

Virgin Broadband Review

never had a problem ever, realy good, and i paid for 10mb and i got 10mb on the optic fiber, love it

Virgin Broadband Review

this is a company who really do not care for their customers. the CS have no training and just guess the answers to your questions. finally if you need help out of hours forget it as you get re directed to outer mongolia and you have no chance of understanding what s going on so if traditional customer service is what you require look elsewhere because Virgins motto is definately pay us now but dont expect help or the truth

Virgin Broadband Review

Very annoying! One new problem every month: tv, phone & broadband. Try to check out mobile deal & was put on hold for 1/2 hour!!! When complained was offered to terminate the contract if I wish. That's what I call customer service. LOL Can't recommend it even to my worst enemy.

Virgin Broadband Review

We received the message below and found our service wouldn't work, without any warning. We're on a Mac & the 'help' didn't apply to us. None of the Virgin people on '151' had an idea. & when we got through to a dept. that did, they said they'd only help if we paid for support in re-setting the airport. It wasted 3 hrs. We only got reconnected with our own effort (despite Virgin, not with their help). They let us down, BADLY, today. Not a service to rely on.. Their message: We've noticed that you appear to have manually set your DNS servers.. you will need to update your Computer, Firewall or Router..We've set out some simple instructions If you still require assistance - call 151..and we will get you surfing again! (No, they didn't)

Virgin Broadband Review

Ok, 1 section at a time... Reliability: Good, never had any major problems customer suport: mostly Ok, Except for the long waits tom get through to someone (and on a positive note, my understanding of the Indian accent is improving) Speed: Well now here the thing... if you download very little, then speeds quite good, however should you Ever dare think of taking VM up on their offer of 'unlimited' DL, then your in for a BIG shock, during the day, their traffic management will slash you DL spped by 80%, and then forget about upload, and if you try to do most of your DL during the night , they eventually send you latters saying your abusing the system. i'll give ANYONE £100 if yo can get VM to state what amount is 'fair usage',

Mostly good things to say

Sad to see all these negative reviews but then again most people complain but don't praise. I started on Telewest in 2003 and have been with them since. The price is a bit high but I have no other complaints. Currently on the telephone, 20Mbit Internet and Large TV package. Had one modem change - last year when the old one gave up and also one set-top-box change in 2007. Customer support was good everytime. I repair computers for a living so I have experience with most of the UK's ISPs on my clients' premises. Let's just say I won't be moving to ADSL anytime soon! As long as you're not downloading tons of stuff during peak hours you wont get throttled.

Virgin Broadband Review

Virgin Media Broadband is easily the worst connection in England. Unfortunately it is too late for me, i have already sold my soul to this devil in return for 12 months of the biggest pile of fecal matter. Virgin claim in adverts to be the best when in fact they cap entire area codes (including mine) which makes it impossible to enjoy so called 'Broadband speeds' and instead throws you back to the mid 90s with speeds resembling that of dial up. i wish this was an exaggeration, truly i do, for if it were perhaps I'd feel as though i weren't being ripped off. browsing the internet is infuriating and playing online games is literally impossible. This service sickens me! Run away quickly from their false advertising and cowboy service.

Virgin Broadband Review

I have a complete virgin package. While their phone and tv packages are adequate their internet is anything but. While Virgin advertise that fibre optic lines are the second coming or something their speeds are underwhelming. Even more underwhelming if you go over 2GB of downloads in their peak hours (i.e. most of the day) when you do this they will slash your speed by as much as 80%. Their reasoning behind such a move? "to improves the speeds of other customers in your area" I thought fibre optic phonelines were supposed to remove such a problem? I can downloads a dozen GB of data in an hour with a provider (different property in a city centre) still using BT's copper lines! Pros: high reliability good customer service cons: speed value

Virgin Broadband Review

Ihave been more than impressed with the 10Mb service, speed tests are normally around 9.5Mb which compares very well to the BT service which was rubbish in comparison. The only issue is the price of broadband if you dont have a bundle..prices need to come down.

Virgin Broadband Review

If you live in Derby do not get this service. Pings of over 100+. I did not pay £20+ for such terrible service (20MB which should be more than sufficient). Everyone i know who is with Virgin in Derby have exactly the same problem. Not acceptable

Virgin Broadband Review

All i want is to leave virgin and get on a broadband service with someone who can supply me with uninterupted service.Not treat you like a fool.Listens to you and your concerns,and will let you leave when they are not providing what was said in the contract.

Virgin Broadband Review

We joined Virgin in November 2009 and from the start we had nothing but trouble. We opted for the complete package of TV Phone & Broadband. They failed to move our BT number over when arranged so we had to go back to BT for 3 weeks while they sorted it out. We paid to have the broadband installed but the engineer said he wasn't trained and couldn't do it. It took several days talking to the helpline before it was finally installed. We had a contract for a set amount per month and all the bills came in at a hugely inflated amount. When queried they said they had lost our contract when we sent a copy they still refused to keep to it. Their bills are so complicated that you can't understand them. We cancelled in March to go back to BT and we are still getting bills for a service we no longer have. Virgin has been a complete nightmare and it is not over yet! KEEP AWAY FROM THEM.

Virgin Broadband Review

My experience is that Virgin Media are unable or unwilling to fulfill their orders. I have been waiting several weeks to have a telephone, broadband and TV package installed. They have delivered the quick installation pack and they say; ‘All you need to do is sign to say it's arrived, then follow the instructions to get up and running. You'll be enjoying your Virgin Media services in no time!’ This turns out to be untrue because you can follow the instructions to the letter but if they have not been to install the wiring and connect you, then you will be ‘running’ nowhere. Maybe you can ring them and talk to their ‘expert team’. Nope! Because if you have ordered their telephone package you will have no telephone and the free phone number does not apply to mobile telephone calls – even if you are using a Virgin mobile. So only call if you are prepared to wait in a cue and incur substantial call costs. They ask for a contact number from you when you sign up but do not expect them to use it – unless maybe it is something to do with billing because they are very efficient when it comes to setting all that up, you will get plenty of communications from them on that issue. If you have access to email from some other source, don’t bother emailing them because they simply will not respond which suggests they are not in the position to supply installation dates because they are unable to handle orders, which is not good but the worst thing is their cowardly handling of inquiries ie simply ignore them!

Virgin Broadband Review

If you are considering switching to Virgin Broadband, DON’T!!! I was with Virgin and I experienced no end of problems. We were left without broadband for an entire weekend and at peak times the service was extremely unreliable. Moving away from Virgin was no easy job either. They kept claiming for months that they never received the e-mail nor my letter of cancellation and in the end they send me a large cancellation bill. I moved to “BE THAT” and what a difference to Virgin! “BE THAT has so far provided a reliable service (never failed so far!) and their engineers phoned twice on the day I switched providers, to ensure that I had no difficulty connecting to their service. Now, that is what I call SERVICE! So my advice is “stay away from Virgin Broadband”!

Virgin Broadband Review

absule rubbish i only get 80kbps at 4pm and im an online gaming cant play games onling anymore as i keep getting cut of if i cld get out off the contract and go back to bt i wld

Virgin Broadband Review

My experience is much like the other reviews here. I'm on ADSL and get continuous disconnection, download speeds of less than .5 mb, with constant fobbing off from customer services. I suspect they are over extended and unable to provide a service to the number of subscribers they have.

Virgin Broadband Review

Where do you start? They just don't care any more, about their 'national' (non cable) customers anyway. Were completely disinterested in my download speed at average demand times falling to >0.45mbs, and refused to investigate or do anything at all except pass me to cancellations department! Goodbye and good riddance: they used to be an excellent ISP. (my daughter’s on the same Virgin BT exchange equipment, and has the same problem. We’re moving to Plusnet.

Virgin Broadband Review

They failed at the first hurdle! They agreed to alter the installation date and then sent the engineer on the date I had changed from. Said I would have to wait another 3 weeks for an installation. I just canceled the deal there and then.

wrote on:
Sunday, January 24th, 2010

Virgin Broadband Review

Before anyone enters into the 12-24 month contract with Virgin, you may want to consider the following: Virgin advertise a "superfast, fibre optic broadband service with no limits!" Reality... Yes the service can be fast, as long as you do not download much! Virgin have set limits throughout the day that you can download. If like me who opted for the 10mb service, if you exceed 3gb they [virgin] reduce your speed to less than 1mb download and wait for it...34kb upload for 5 hours minimum. In some cases upto 12 hours! Check out this link to Virgin's "traffic management policy": http://allyours.virginmedia.com/html/internet/traffic.html I didn't know this so imaging my suprise when after having virgin installed, within 2 hours of installation updated my outlook mail box (3gb) that my service was restricted to less than 1mb on day 1!!! To give you an idea of how bad the speed was, I connected to the net using my t-mobile mobile phone as a modem and received 2mb download speed and 500kb upload speed. If you don't have a mobile, I suggest geting a dial up 28k modem, it will be a lot faster than the restrictions Virgin put on your service!!! In summary, I have opted to return to Sky who although they have a fair usage policy, I have never had any restrictions placed on my service even after downloading movies, albums and gaming on the xbox. The telephone package that comes with Sky is a lot better too with international calls inc, where Vrgin only offer you a discounted rate (as long as you pay them a monthly fee!). Be aware, I think if Virgin customers do not kick up a stink about the "timed resrictions", other service providers will probably follow suit.

wrote on:
Saturday, December 26th, 2009

Virgin Broadband Review

Rubbish. I've know faster dial up connections. Line drops all the time, even when the connection says it's connected you have to 'disconnect' & then 'connect' to make anything happen. Absolutely not worth it. If there is nothing better than this go without. Customer support is useless as well..

wrote on:
Monday, December 7th, 2009

Useless!

I have just wasted a half days annual leave by coming home early to wait for a Virgin engineer. He has just not bothered to rock up and virgin will do nothing to help. I'll have to waste another half days annual leave and just hope the engineer bothers to come this time. Useless, unskilled customer service. I wait on average for 20 minutes on hold to get through to customer services. Speeds are terrible and erratic. If I'm lucky, I might get half of what I pay for.

wrote on:
Saturday, December 5th, 2009

Virgin Broadband Review 10 meg

Have been with Virgin media for 3 years.The broadband is good, but the customer service is terrible. Recently tried to upgrade my package from 10 meg to 50meg. They say they record the calls which if they did they would sack their sales assistant. Very rude and the website prices are only for new customers. After being told to pay an upgrade fee of £55 I decided not to bother.

wrote on:
Friday, November 20th, 2009

Virgin Broadband Review

ok - 4 days since my last review.. Virgin came, saw the cable sticking out of the tarmac they had ruined and said 'we aren't professional tarmac'ers so you shouldn't expect a professional job. He confirmed this by promising to come back on Wednesday or Thursday.. Today is Friday and there have been no signs of them, or phonecalls. Customer services have been promising to return my phonecalls all day.

wrote on:
Monday, November 16th, 2009

Virgin Broadband Review

Useless, agree with Adam. Virgin FAIL. When I signed up, they said that all customer service operators where based in Britian. 1st time I called, I spoke to someone in Pakistan. Sssit, done well.

wrote on:
Monday, November 16th, 2009

Virgin Broadband Review

My last review was all 1 stars but because of the stupid 3+7 thing I had to go back and reset it.

wrote on:
Monday, November 16th, 2009

Virgin Broadband Review

I went with virgin because AOL said that it would take up to 30days to update my line when I moved but I wish I stayed with AOL as I am always getting no server messages, online gaming was a joke, kept getting disconnected and also from ventrilo. The price seems to be a lot more than they origonaly stated £16 a month but keep getting £30-£40 taken out of my bank each month, then they say "it was in the contract sir" so get a bill 1 month later but 14day cool off period.. hmm!? ok.. Can't even load pictures on facebook and look at other websites. If I could I would give -5 stars. Going back to AOL when the contract is up for sure.

wrote on:
Saturday, November 14th, 2009

Virgin Broadband Review

Re my previous review - I clicked "submit" before doing the star ratings. These are the scores I meant to give...

wrote on:
Saturday, November 14th, 2009

Virgin Broadband Review

The poor reviews here don't completely fit with my experience. I've been with VM (cable) for years, can't remember how many. Download speeds consistently OK (15meg on 20 meg connection over ancient wifi router, 19 meg with ethernet cable). Let down by pathetic upload speeds, although in my case that is not such a big problem. Reliability was a bit of an issue in the early days but for the last 2 or 3 years has been almost faultless. Technical support was responsive and effective (I haven't had to use it for a while) but customer service is very patchy. Sometimes if lucky you'll get someone with the capacity to understand and communicate but generally you don't.

wrote on:
Friday, November 13th, 2009

Virgin Broadband Review

They are so crap they keep changing your package but always more expensive - without asking or telling you. I am sure they cannot read letters but happy to con you. Richard B must dread ever having been involved.

wrote on:
Friday, November 13th, 2009

Virgin Broadband Review

Virgin are crap at customer service. they keep overcharging. They don't respond to letters - if you phone, they keep you on for ages then give you an address to write to. Don't believe the recommend a friend either - they never pay up. Worst Ip I have ever had.

wrote on:
Saturday, October 17th, 2009

Virgin Broadband Review

Absolutely awful broadband service. Slow, unreliable and the worst customer support I've ever experienced. Shame I couldn't give stars <1 in the rating.

wrote on:
Friday, October 16th, 2009

Virgin Broadband Review - Wholy CRAP!!!!

I never have seen anything like this for life. I'm paying for 10mbps and getting around 1, now its 0.5. I've changed 3 accommodations since then and all of them have had bloody Virgin. ALL of them were CRAP. My rating iz 0 out of 10

wrote on:
Friday, October 16th, 2009

Virgin Broadband Review UpDate - Amrit Sandhu

I wrote before and slagged Virgin off. I just speant 30 minutes telling them I wanted to disconnect and spoke to a guy called Peter Barrot. Very helpful chap. Turns out he fixed my broadband issue, what's more he's given me an upgrade to 20 Mbs for 6 months for free! I know they don't always get it right, but they are trying their best. I say give them a chance and speak to Peter. He'll help. Amrit

wrote on:
Friday, October 16th, 2009

Virgin Broadband Review

This is awful. I live in London. I had Sky broadband at my old address. Virgin however promised 50mb speed and I used to get max 30Mb. So I scaled down to the 10Mb Virgin Broadband package thinking I'd be safe with 10Mb. Wrong! I monitor my speeds and get an avg of 3mb. I am actually now prepared to pay the £180 to break the contract and ditch this company. All the techies told me was that speeds aren't guaranteed at 10Mb. Yesterday my speeds were 0.5 Mb! What a crap company. If I could give this company a zero rating I would.

wrote on:
Thursday, October 15th, 2009

Virgin Broadband Review

I have been customer of Virgin broadband for more than 2 years in 2 different location.It was almost perfect at my first home and no problem at all But in current home , I have had problems couple of times and it takes couple of days to recover. I am not happy with the service at all. The most important thing is the customer service is very bad , tried to contact them but they come back with automated email messages after problem is gone. It happens 2 times , now as soon as my contract finishes I will move on another company. I live in wimbledon and don't advise Virgin broadband to those who live there

wrote on:
Sunday, October 4th, 2009

THE NEXT STEP

Lets all be serious here... Why are we reviewing them badly and that's all? I have NEVER received such an appalling internet connection. They say I am not being 'capped' but then, as an example from 7pm this evening until 12pm I was getting a speed on a line capable of 8mbs of 0.5mbs AT BEST!!! Then, suddenly at five minuets past twelve it shot upto 7mbs. Is it just me, or this this completely unacceptable? Well here is my intention, and we should all do the same. I am going to contact Virgin Media and DEMAND my service me terminated. If they refuse or attempt to tell me I have to pay the 'Early Termination Fee' and the remaining fee for my contract I will take them to the Small Claims Court. I advice everyone else to do the same. Why should we have to be forced to pay for something that is wholly unacceptable? They demand we pay them, but I demand a certain level of service. So as soon as you can, take them to Court! It'll cost maybe £30, but any reasonable Judge will understand one should hope. It's not a one way deal, if they don;t give me what I'm paying for, then I'm not going to carry on paying and I don't want there crummy service. Sorry, if this is a bit incoherent, but it's late, I'm tired and quite, quite angry...

wrote on:
Thursday, October 1st, 2009

Virgin Broadband Review

Been on Virgin Cable (10Mb) for a week now. First day I got 10Mb download speed. Second to fifth day I got 5Mb - 9Mb Today I got 1Mb all day until a few minutes ago where it has gone up to 7Mb. If you think you will get 10Mb even 50% of the time.....think again!!

wrote on:
Tuesday, September 29th, 2009

Virgin Broadband Review

I thought I was a singular gruntled user of Virginmedia Broadband.........but lo and behold I am not after having read the recent comments..I have been there and got the 'T' shirt. To try and cut a long story short..and I mean a long story..with Virgin Media I was at one stage paying £35 purley for Broadband the All Whistle and Flutes package..yep £35??..I was informed that my speed would be upgraded FREE OF CHARGE( I should coco) to make it even faster..whoe?..not so ? of course 0.75kbs on test and I live 3 miles from the exchange?? their reason not enough ram?(2gb) processor not good enough (duel cor processor)OS well how way man?? has the penny dropped. I told them I needed an upgraded modem to cope with the HIGH BROADBAND SPEED I was now being privilidged to have..they said no..our survey said..yes? they said although it is three years old it is doing the job. ha which it wasn't until I spoke with a reasonable person on the other end of the phone line in this country..a supervisor I think, a sharp tonged and versed in PR person agreed with me that I do qualify repeat qualify? for an up dated modem that could handle the reported faster broadband speeds. Well after a techi attended to remove my MOTOROLA modem unscrewed the cable conection, pulled out the OSCA and mains leads and connected them in the all new singing and dancing modem ..all flashing,,blinking perminant green lights..get in there? I was in buiseness..the bees knees??? but after a short while things reverted to 'the norm' and I decided to reduce the package to pay just £25 for broad band coming down from a mega high one to just a measily 10mb.ah but there was silver lining on the horizon..I was being upgraded to 15mb free of charge? cause thats what was happening at the time...RIP OFF TIME..yep I think so. To sum up because I could go on and on and on... I was fed up with speaking to foreign call handlers who did'nt really want to understand you or pretended they did'nt understand you..they were extreamly rude most of the time and did not grasp my complaint..although I did learn that if you phoned after 8pm thats when the UK call handler??? took over..so I had to explain every thing again cause there notes were'nt updated from the foreign call handlers until the next day.............. I have reportedly a 10mb Broadband speed..a test done @ 7.50pm on Tuesday 29th September 2009 showed the following results.. Down Load Speed 2.72mbps Upload speed wait for it....474kbps..is this value for money????is this worth £25. Two good points though..my e-mail address? and the internet security PC guard..which I do rate as being very good. Sorry VM you have finally lost a loyal customer after 10+years..and going over to the dark sky..i mean dark side as they say in star wars.BYE

wrote on:
Wednesday, September 23rd, 2009

Virgin Broadband (Cable Modem Area) Review

I think if you take VM BBand in a non- cabled area you are probably asking for trouble. Having just switched to VM, here are a few comments: - I have been impressed with their customer care, but this is a comparative judgement. I would say that a 'high' percentage of customer agents are actually quite good, but this represents only about 30%. Keep hassling until you get someone on the case to talk to, which you will eventually if you persevere. (The ones who are incompetent are at least reasonably polite!) - As with all of the providers, it can be difficult to work out what package you want (if you are taking triple or quad play services - ie TV/Phone/BBand/Mobile). As above keep hastling until you get what you want, or more particularly until you understand exactly what is on offer; it is entirely possible for them to change/not charge for some but not all aspects of the package. - installation of the basics is well handled and the software setup/documentation is amongst the easiest I have seen (but not necessarily the most flexible) - cable modem speed and reliability (so far) have been excellent - the 'fair use' policy is a reasonably well thought out one, with traffic management at peak times and absolutely unlimited off peak. (By comparison some of the others providers make it almost completely impossible to find out what this really means from a practical point of view, even though they quote 'unlimited' liberally. Many would make the regular use of iplayer impossible)

wrote on:
Saturday, September 19th, 2009

Virgin Broadband Review

A below but correctly scored.

wrote on:
Saturday, September 19th, 2009

Virgin Broadband Review

Quite simply the worst broadband experience I have been unfortunate enough to endure, DO NOT GET!!!!!!!!!! I will be making a complaint with 'Trading Standards' on the grounds of being mis-sold a product, and another complaint with Watchdog, I would advice anyone who have had problems to do the same, bad publicity is what they deserve.

wrote on:
Wednesday, September 16th, 2009

Virgin Broadband Review

Very dependant on your area, if you are in a high useage area where a lot of people have Virgin cable you will NEVER get good speeds at peak times as you have to share the bandwidth, if you live in a low Virgin cable area then you will get incredible speeds Also their capping policy absolute sucks, but they do clearly state that you CAN download as much as you want when you want, they chose to throttle high bandwidth users to allow others to get some bandwidth My argument with this is, if I pay a premium to get the top package why should I lose out just so somebody on a 2MB package checking their emails gets the same speed as me. I pay for a top service so should get top bandwdith If you play a lot of online gaming at peak times or watch streaming movies and TV or even listen to high quality radio stations online (like Virgin bang on about and actively promote) then you are capped along with those filesharing or downloading huge amounts. Everybody is treated the same How are you supposed to watch HDTV streaming movies if they are going to cap you, thus restricting your online quality and preventing you from taking advantage of exactly what they are proting you can achive with their services And I've been with Virgin for nearly 5 years on cable

wrote on:
Tuesday, September 15th, 2009

Virgin Broadband Review

Never ever again am I going to get my self tied up with these guys again. They simply do not tell the truth. I agree with AK that they put you into another contract without your knowledge and thats what happened to me. Just stay away from thesen guys.

wrote on:
Saturday, September 12th, 2009

HELP! HELP! V,Media + Contract = Suicide

Customer support very inexperienced and they mess around with your account. They have been prolonging my contract without my knowledge. They overcharge, deceive and the list goes on. Too depressing for me to go carry on. Please all you internet lovers out there don't commit suicide and choose another isp.

wrote on:
Thursday, September 10th, 2009

Please learn from my lesson!

I would have awarded zero stars in customer support if I could. I moved to Virgin to benefit from their £5 a month for 3 months offer, only to find that they have charged me a £30 connection fee which eradicates the saving over three months to nil which wasn't disclosed when I arranged the deal over the telephone, nor was the fact they would be porting across my voice calls from BT, which I did not want them to do, and made this clear. The Call Centre operators must be pretty depressed with all the complaints too, as I get met with varying degrees of indifference to rudeness and nothing they promise to do gets done. And the pleasure of talking to an operator is only rewarded to you after at least 15 minutes of hold music, followed by being passed from pillar to post. On top of this, the router turned up late and they haven't sent the free SIM card promised. One could put up with the incompetence if the customer service made up for it, but the shocking customer service has to be experienced to believe that I am not exaggerating - they absolutely might as well not have a customer service department. So in summary, I have seen nothing but indifference and incompetence in various measures. Please learn from my lesson and pay a bit extra for a decent service.

wrote on:
Sunday, August 23rd, 2009

Virgin Broadband Review

Shocking! Slow speeds and unreliable connection. The worst customer service I have encountered - they kept pawning me off to BT saying that my problem wasn't their problem and obviously BT said it was etc etc. After having cancelled my service I was still billed for 3 months even though I endured their 'service' for the minimum contract length. Avoid Virgin Media like the plague.

wrote on:
Sunday, August 16th, 2009

Virgin Broadband RUBBISH

RUBBISH! RUBBISH! Every time I spent £10 to call up the customer service. My TV box use it for 2 week which is broken. I called up for changing another one. I had made appointment with the technician 12-4pm. He didn't turn up and i called to the customer service who said the technician will call back and i have been waiting another 3 hours. That day I totally took 8 hours waiting for that technician. Also I took one day off for waiting that technician. Before that customer service said if i wasn't at home during appointment time, they will charge me £10.I asked him back i have been waiting for whole day and technician didn't turn up, will U give me back £10. The customer service tried to lie saying, my apartment around had construction work and the technician couldn't come and tried to check my cable, and i need to wait his call again. I said now my TV box broken which is not related to cable or network at all. My living room is using TV box which is no problem at all. He then cut off my phone call. What kind of services?? The bill also had confused me. Different people talked about different price. Also they always tell U to upgrade the service to get free for things. Before that he said router is free and now he said i need to upgrade first to get free router. Also no reason add extra money on the statement and i have already spent lots of mobile bills to argue about the bill statement. They never read your emails and don't expect they will reply U. Anyway U can't cancel your contract and complain at all. I found out all the problem in the first 2 weeks, they ignored me till after one month and said that I have been using 1 month, i can't cancel the contract. Suck Suck...Suck...PLS DON'T USE IT...other U will have same situation..Being Mad...got ZERO mark.

wrote on:
Saturday, August 15th, 2009

Virgin Broadband Sucks

Been using virgin broadband since they took over telewest who we was previously with. Had the worst experience with these than any company ive ever dealt with, constantly loosing connection, slow even with a 20mb deal. Bad customer service, and even after an engineer has been out the problems persist within days of him leaving.

wrote on:
Saturday, August 15th, 2009

Virgin Broadband is S**T

We have a 20Mbit XXL package, at best its 4Mbit between 7-11am when I'm at work. At all other times of usage we are lucky to average old dial-up at 47kbit. Its also intermittent; i.e. it trips off every 5-10 minutes. I am professional engineers who has more than a clue about connections since I work with SCADA and set-up VPN connections for distant monitoring. All has been tested on my side and is ok. Talking to there engineers is a waste of time since all you get is the usual reset statement, they don't listern to you. Also take into consideration the throtteling policy, watch something on IPlayer when it works and thats it, your bandwidth is used up and you are throttled to nothing! (Mind we did have a brief honeymoon period between rubish packages for about a month when it worked; is that Virgin giving you a false sense of security before screwing you once tied into the contract?). Though of moving to the XXXL package, but due to lack of trust, probably would get 5MBit (If lucky) and get throttled when they introduce another fair usage policy on the XXXL package?! The reality is Virgin are over selling broadband to people without any investment in the infrastructure to support there customers broadband needs. Buyer beware, they are laughing all the way to the with my hard earned cash. Once the contract expires I will move my custom elsewhere and never give Virgin another penny as long as I live.

wrote on:
Wednesday, August 12th, 2009

Virgin Broadband Review

We signed up for Broadband 10meg TV and phone. was unable to connect wirless so called the help line. Was told my laptop was old and to call an 0908 phone number at £1 per min, who would get me on line. My lop top is 18month old and supports Blu Ray SO I DON'T THINK SO. Resolved the problem myself then to find out that my speed eas around 4meg and no where near the 10 quoted. Called the helpline to be told after a while nothing they can do and the reason MY LAP TOP WAS OLD !!!!!!!!! Contacted customer support who promised someone would contact me NOPE they have not. Poor service bad broadband crap service. And the wirless router they send you is old out of date and you struggle to do more then one thing at once, drags the speed from 4megs to 2.5 megs. STAY WELL AWAY I AM TRYING TO GET OUT OF MY CONTRACT

wrote on:
Saturday, July 18th, 2009

Virgin Broadband Review

These few words some up this company. Technical advice - They haven't a clue and fob you off with useless information, only for you to ring back and explain the same problem with someone else who again feeds you with CRAP information.. Customer service- A huge JOKE - you speak to someone in India who reads of a script and basically has no clue about PHONES OR BROADBAND ISSUES Equipment - You get bits at a time I waited over 3 weeks for router ..SHOCKING .. My advice ---- STAY AWAY GUYS

wrote on:
Wednesday, April 22nd, 2009

Review 303

Tried to upgrade to the 50mb XXL package from 20mb XL package (£80 set-up charge) but failed miserably! Engineer/fitter who came to do the upgrade had no wireless router for me (advertised as free with the install on the flyer I was sent with my bill) and showed me an order stating "No router required" - he told me to get the modem installed by him anyway and to call up and request the router to be sent to me via courier. I did this the afternoon after the install and was told upto seven days for delivery. I waited nine days and called them up, they said something had been done wrong and it had been ordered incorrectly and they assured me that a router was now being sent to me, guaranteed delivery within three working days... Five working days later no router had arrived. Most annoying seen as the installation guy said he had routers in his van but couldn't give one to me because "computer said no". Great. I've been a 10mb then 20mb Virgin Media customer for three years now, first paying £35 a month then £37 a month when the 20mb service was rolled out. The 50mb service is not cheap - £50 a month and the idiots can't even post me out a router! It's now been three weeks since my 50mb upgrade but I called and cancelled it this morning because my existing router caps me to 20mb anyway so why am I paying the extra for a service I cannot receive?! I'm a very reluctant Virgin Media customer now and would like to warn others about allowing an engineer to visit to only do half the job - you'll never get the other half done via the call centre people regardless of their promises! I'm so glad I don't have phone and TV with these idiots! Buyer beware!

wrote on:
Thursday, April 16th, 2009

Review 301

I have had Virgin media for over 2 years now, seems to be constant problem after problem, speeds are no where near what they say, customer support is terrible they never tell you when a problem will be resolved. email comes and goes at the moment it has gone off nationally for over 24 hours, customer services say we know about it but dont know when it will be operating again, total rubbish, will change to a better supplier i think.

wrote on:
Thursday, February 26th, 2009

Review 270

Virgin media is pretty good, Top speeds and that, But there are more bad points. The price is expensive for the speed, We had 2Mb for £10pm last year, So we switched to sky and got 8Mb for £4.29pm. Also, The £30pm this is a LIE. They robbed us,Taking out £69 a month for the TV+Phone+Broadband deal. The internet was constantly breaking down, And over 30 Technitions have visited here in the 12 month contract. The customer support is CRAP you can hardly understand any of the clients because they are ALL asian. Seriously, Virgin media needs to buck up.

wrote on:
Monday, February 16th, 2009

Review 260

Sh*t, sh*t, sh*t nothing else. Don't ever consider Virgin Broadband as one of the better options. Now reasons: a) Capping at peak times - according to official Virgin statement - 3 pm to midnight, that is a huge crap - my experiences they're capping 12 hours 12pm to 12am. b) The most pathetic & lame upload in whole England (comparison of D/L to U/L) - max. upload for 20 Mb broadband is 0.73 Mb. That means it is not suitable for any online gaming (need of high upload as well), p2p networks (no chance to seed to a reasonable ratio), ftp servers - sending and uploading datas is prehistoricly slow, etc. If you consider to start or upgrade high speed broadband - the best option at the moment is "Be Pro" with extra upload option (and it costs nothing now as they cut prices)

wrote on:
Thursday, January 29th, 2009

Review 249

i been with virgin for 4 years i upgrade to XL package which included the 20 meg BB and its very good i get around 19.5 meg which is great as i play a few online games

wrote on:
Thursday, January 22nd, 2009

Review 244

I must be one of the chosen few with Virgin. I have no complaints whatsoever about the service and broadband speed supplied by them I recently upgraded from 2MB to 10 mb. I regularly check my speed, and it averages about 9.6 mb, which is a superb service. TV and telephone services are also first class. The customer service dept does need a bit of a change. It is almost impossible to understand what they say to you when you call , and definitely read out all the answers. What a pity they don't do something about an otherwise almost perfect service.

wrote on:
Monday, December 29th, 2008

Review 227

20mb Broadband is great. From time to time I do get throttled in the evenings but that still gives me 5mb so not much to complain about. I have not had to contact support as the service is reliable. Only three times in the 5 years I have had their broadband have I had to reboot my modem to get it working again.

wrote on:
Sunday, December 21st, 2008

Review 226

Apart from the odd total blackout everything is fine. Not needed customer support for years - never used any supplied software. Speed recently upgraded without extra charge to 10Mbit, and actually runs at this. But did a large download today - so the bandwidth throttling has been started. I'm currently running at 2.4Mbit. Why give me the speed then punish me for using it?

wrote on:
Wednesday, December 3rd, 2008

Review 216

I have been with Telewest now Virgin Media for at least five years and ok there have been the odd glitches, which ISP doesn't have, they have all been resolved great. Recently I called them about a flaky connection and quick as a flash with no bother I had a new modem that solved the problem. I am on 10MB "L".

wrote on:
Tuesday, December 2nd, 2008

Review 215

I pay £24 for internet and phone. the max i can get i 20.4mbps and i get that all the time. On this sites speedtester i get 19.9mbps which is uber impressive. Never had an outage. Staff are friendly I will never use ADSL (including 21cn) again and I look forward to 50MB broadband soon

wrote on:
Tuesday, November 11th, 2008

Review 206

in one word - RUBBISH.

wrote on:
Wednesday, October 29th, 2008

Review 198

I have been paying this company an arm and a leg for years now for 'the best and fastest service' they can provide - ha ha ha, I just tested my download speed and considering I pay twice the amount they are now charging for the super fast cable I'm shocked to find I download at 5.97mbps, maybe I should cancel my contract that I never signed with virgin, the billing is very sly I'll give them that, the V+ box doesn't remember what I have deleted and recovers content from no where, aside from all that I'm leaving them first thing in the morning!

wrote on:
Saturday, October 25th, 2008

Review 197

been with virgin since they started was great till they took to much on after recieving a connection speed of 135 kbps for a month and hours on there technical help lines waited for an enginer that did not turn up when i rang to see why they said it was fixed so they had cancelled enginers visit but they did not know who had fixed it i told them its still the same so now i have to wait for them to do all the tests again they offerer a month free as a gesture of good will i said thats just what you owe me as im going slower than dial up there whole team are just a joke steer well clear

Awesome for online gaming

I've got Virgin cable and it's very fast and copes well with my online gaming addiction! In fact I'm really happy with Virgin and the only bad thing is the grief from the missus as I'm always playing online games (which my old AOL connection couldn't really handle).

wrote on:
Tuesday, September 23rd, 2008

crap customer support

i have an on going argument with virgin thay say i have an xl pack with a 40 meg dounload speed .... lets have it right i have the smallest tv pack and a 2 meg dounload speed but they still want to charge me 300 quid for the privalage get your house in order for f... sake

wrote on:
Saturday, September 20th, 2008

Cable 20

The reliability is good as have had no down time. The speed from M$ update is 2.1MB/s if not at peak times then it is around 1.6MB/s. The customer service is hit or miss but it is easy to do what you need to from the web once you log in. Very good if you dont need advice and can DIY your pc. Free software on the installation disk is best removed from pc after your connected as just wastes resources.

wrote on:
Sunday, August 31st, 2008

OMG - what is that?

First of all - the internet connection is really ESSENTIAL for me as I'm a web designer. In my previous house I' was using Virgin Media 20Megs cable internet - I've been very satisfied with it - it was really fast - I'd recommend it to anyone. Before I moved to my new house, I've double checked if I can get the same 20Megs broadband at my new address. Lady at the customer service assured me that there will be no problem at all. Their website says the same. I've moved in (April 2008) and they told me they can't connect their cable due to some technical problems... They pushed me to order a BT line and to connect their ADSL broadband... It simply doesn't work... When I have spoken to their consultant, I've been told I'll get 5-6 Megs, in fact I've got 1 Meg (when it's working fine). After 4PM the speed is slowing down to 20-50 kbps (yes, less then the old analog modem) - I'm not able to visit any website, it just doesn't work. I've been at war with them for 3 months... It's pointless. They just don't care. They can't guarantee anything, they cannot improve anything... They have the worst customer service ever, they are switching from one person to another all the time. They have charged me with £180 fine when I said I want to cancel my contract because I can't use what I'm paying for... I DO NOT RECOMMEND IT - once you sign your contract, you'r f**cked.

Overall good product but very poor customer servic

I find the product very good, can't realy fault it, way better than the old NTL which it took over, reliable,fast, a little drop at peek times but not enough to cayse real bother. However customer service on the phone is bad, long wait , questions not answeard and conflicting information, it seems that they read from idiot boards and not good at that? so if Virgin pulled up its customer care socks teamed with its very good product then we got an all over winner. Buy it for the product which is very good and worth anyones money, but don't bet on the customer service.

Don't Try To Upgrade Your Speed

Have had NTL and now Virgin for years the broadband is excellent. When Virgin snaffled up the flagging NTL they upgraded the broad band speed from 1 to 2mb no hassel and for no extra charge. Things took a turn for the worse when i recently phoned up for a better deal on all my Virgin servies. They said they would upgrade my broadband to 10Mb for no extra charge to keep their grubby mits onto my custom. Excellent i thought, but a week later and several million phone calls later 2Mb broadband is all i still have. The support centre is in india and their systems are constantly down (or so they tell you) They tell you to call back in 2hrs and sure enough its still down. After 3 days of this i got a little annoyed (well can you blame me) I went to customer services to complain and they told me that they had sorted the problem and to wait 20 mins and all would be good with the world. (Ha) Today i contacted again and the lady said that the increased speed had not been sent to my modem and she had done this and to wait 2hrs and the signal would have been sent................... 2hrs later and suprise suprise 2mb speed i still have. Great! another phone call and that annoying 3minuite message that you have to listen to before you get connected to anybody. This call seemed promising the guy got me to turn things off and disconnect wires and everything. I could tell he was doing something as he reset my modem and i didn't touch a thing. 17 minutes later and he was 100% confident that i would have my shiny new 10Mb broadband. Yipee i thought untill he announced i would have to wait 30mins for it to take effect. (do i have that tone in my voice that sounds as if i am a mug. Evidently i do). So i am still waiting and hoping that 1 day soon i will have an upgraded speed. I WON'T HOLD MY BREATH. I'll just keep listening to the annoying 3 minute message untill they get board with me. The only saving grace is it is a freephone number. Apart from this the broadband is ultra reliable, never had a hitch and it always runs at 1.8-2Mb. The rest of the services are quality. Still far better than ADSL (the devils broadband) Happy surfing

8 Megabit - DREAM ON!

Been with Virgin now for 8 months, paying for their 8MB ADSL service. Started off with download speeds of 500 kbs per second which was amazing compared to my old dial-up. Needless to say that didn't last for long - now lucky to get 50 kbs per second around 100th of the service that i am paying for. Branson used to be highly regarded, now the Virgin Media fiasco has put his reputation in the toilet. If you want broadband go elsewhere!

Virgin Media xl broadband

I have the virgin Media xl boradband package, I am supposed to have 20mb but I only get somewhere near that speed after resetting the modem but only half of what I should be getting, most of the time its on a go slow on here it hardly reached 1mb so much for Virgin Media XL package! Also now if you need help with a Virgin Media internet issue like it going slow you have to phone a different number and they charge you for it, How rude

Poor service from Virgin

I had a great service from Telewest. It worked. The NTHell got involved, rebranding and service went through the floor. Indian script monkeys. Who lie, tell me to reboot when there is known over utilisation of UBRs. Promises of fixes that never happen. The support newsgroup people are first class. but when there is nothing they can do because of poor network design. Your stuck. No static IP. No subnet allocations. They did have a product. Now no longer sold to enable users to have two ip addresses assigned by the cable modem. This causes their Indian support people to scratch their heads. Unlimited download, translates to download too much and we will throttle your connection. But the regulator allows that as unlimited means no cap on download, and we cap speed. If only the network people had delivered fibre to the home. They could have potentially had a 1st class network, instead of a 3rd class. I would have left them years ago, but for one small obstacle. I cannot get ADSL. BT copper is worse than the Virgins dodgy cable

ADSL BAD NOT WORTH JOIN

I been under with BT broadband is not too bad but some time lack of too many discconet so i decied quit from BT broadband change to Virgin ADSL i thought they give us better speed when i join it is was annoy bad speed i get avarge speed download 50kbps at from 4pm to 12am which i should get around 4mbs speed due my exchange area. I phone the virgin media they told me they do cut the speed down due traffice mangement, Virgin had cover up beacuse they didnt say more information on website about 5% capped from due time. So i had told them i want quit they say I cannot due 12 mths Contract and I told them if they wont let me go without break contract i will report to OFTEL about they cover up information about 5% Capped so they did let me go without pay fine for break contract. So i plan join sky broadband see how is go, will give feedback update when i join sky broadband asap

adsl

adsl connection is so slow after 4pm.sometimes i received less than 512kb is should received 8mb.i'm very unhappy.highly not recommended

Very Fast

Virgin cable is seriously fast, I get 14Mb according to the speed test and that's impressive. I also get Virgin cable TV and the one time it did stop working the Indian call centre were cr@p! That aside I've been impressed with them.

Review 80

I've previously used Virgin cable broadband which was excellent but they only have the adsl service in my area. Having been happy with the cable service I thought the adsl product wouldn;t be much worse - big mistake. I sohuld have done more research, take it from me, cable is very fast and their adsl is very slow. My ratign is based on me current expeirence with Virgin ADSL broadband

Not so good at peak times

Virgin throttle bandwidth at peak times. Yes their cable broadband is fast but mine slows right down in the evening as I'm a heavy user.