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  • FIRST POST
    • farbrortumm
    • By farbrortumm 19th Apr 17, 12:41 PM
    • 1Posts
    • 0Thanks
    farbrortumm
    Warning - Virgin Media
    • #1
    • 19th Apr 17, 12:41 PM
    Warning - Virgin Media 19th Apr 17 at 12:41 PM
    Hi all,
    Just wanted to share our absolutely appalling experience with Virgin Media broadband over the last year:

    x-posted from the Virgin Media Community forum:


    Our internet went down on the Saturday again 15th of April - It is now the 19th of April, and we still haven't got service restored. The estimated fix time has been extended 6 hours every 6 hours from Sunday. Currently it's listed at

    Overall, we've had appalling service the last 6 months. The internet has either not been working or been extremely slow during peak hours (Read: <1 mbit instead of 70, as measured by multiple speedtests on wired connections).

    For this, Virgin has kindly agreed to take £5 of our £42 bill this month. It's a complete joke. When I asked to transfer to the customer relations department to talk to someone regarding our monthly costs, they offered us a rebate of a whopping £2.50 a month if we decided to sign up for another 12 months.

    The quite rude guy at the retentions department couldn't understand why I wasn't interested in signing up for another 12 months with Virgin, and promptly hung up on me after I told him I wasn't interested in any sort of deal that extended our contract period.

    I guess we'll be voting with our feet on this one, I'm absolutely appalled by the service from the accounts and retention departments. At least the poor guys at technical support were very apologetic and understanding.

    Overall, I'd stay as far away from Virgin Media as I can. The service is either not working or extremely slow (Read, less than 1mbit out of 70mbit payed for) during peak hours. Their customer support is in shambles and they can't keep promises.

    Best regards,
    - Tobias
Page 1
    • cjdavies
    • By cjdavies 20th Apr 17, 7:22 AM
    • 2,695 Posts
    • 2,652 Thanks
    cjdavies
    • #2
    • 20th Apr 17, 7:22 AM
    • #2
    • 20th Apr 17, 7:22 AM
    I have been with them since 2007 and happy with the service.
    • Lams Mail
    • By Lams Mail 20th Apr 17, 9:19 AM
    • 6 Posts
    • 0 Thanks
    Lams Mail
    • #3
    • 20th Apr 17, 9:19 AM
    • #3
    • 20th Apr 17, 9:19 AM
    You can see my thread below. They have been absolutely awful over the last 6 months specifically. Having no internet at all, using up my leave to wait in for missed appointments, hours of calls, etc etc. We offered something like £2.50 I think once!

    Keep a log of all your calls, whom you spoke to and how long you are without service. Go to Resolver if the problems persist.
    • kwikbreaks
    • By kwikbreaks 20th Apr 17, 10:40 AM
    • 8,839 Posts
    • 4,416 Thanks
    kwikbreaks
    • #4
    • 20th Apr 17, 10:40 AM
    • #4
    • 20th Apr 17, 10:40 AM
    The performance of cable is very area specific - down sometimes to a single street. If there is local congestion they can take months to fix it.

    During my time with them I didn't experience any complete outage but with the number of their cabinets you see with the doors hanging open it doesn't surprise me that it happens. What I did experience were two extended periods of poor performance although not down to the sort of speeds quoted in the OP.
    • another casualty
    • By another casualty 20th Apr 17, 7:04 PM
    • 2,952 Posts
    • 4,715 Thanks
    another casualty
    • #5
    • 20th Apr 17, 7:04 PM
    • #5
    • 20th Apr 17, 7:04 PM
    Hi all,
    Just wanted to share our absolutely appalling experience with Virgin Media broadband over the last year:

    x-posted from the Virgin Media Community forum:


    Our internet went down on the Saturday again 15th of April - It is now the 19th of April, and we still haven't got service restored. The estimated fix time has been extended 6 hours every 6 hours from Sunday. Currently it's listed at

    Overall, we've had appalling service the last 6 months. The internet has either not been working or been extremely slow during peak hours (Read: <1 mbit instead of 70, as measured by multiple speedtests on wired connections).

    For this, Virgin has kindly agreed to take £5 of our £42 bill this month. It's a complete joke. When I asked to transfer to the customer relations department to talk to someone regarding our monthly costs, they offered us a rebate of a whopping £2.50 a month if we decided to sign up for another 12 months.

    The quite rude guy at the retentions department couldn't understand why I wasn't interested in signing up for another 12 months with Virgin, and promptly hung up on me after I told him I wasn't interested in any sort of deal that extended our contract period.

    I guess we'll be voting with our feet on this one, I'm absolutely appalled by the service from the accounts and retention departments. At least the poor guys at technical support were very apologetic and understanding.

    Overall, I'd stay as far away from Virgin Media as I can. The service is either not working or extremely slow (Read, less than 1mbit out of 70mbit payed for) during peak hours. Their customer support is in shambles and they can't keep promises.

    Best regards,
    - Tobias
    Originally posted by farbrortumm
    You probably know already, but put everything in writing, threatining them with the ombudsman if necessary .
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