Reviews for Virgin Media

Virgin Media
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Virgin Media

Information for this provider last updated on Thu, 25 Oct 2007 06:52:12 GMT

Virgin Media is the new "Quadplay" service launched by the Virgin group in February 2007. The service replaces cable and ADSL services previously offered by ntl, Telewest and Virgin.

For broadband services, you have the option of cable* or ADSL via a BT line.

* Applies to premises within a cabled area.

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Reviews

# Results: 208

Date range: 01 Jan 1900 to 18 May 2008
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Product: Size: M [top]
Author
 ChrisN16
IP
 Logged
Date
 Tuesday, May 06, 2008
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 11 to 19 mins
Is your call returned?
 Yes

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
London N16 - Stoke Newington

Are there any other Virgin Media broadband users who are experiencing connectivity problems in the N16 area?

Some 6 weeks or so ago, after a week of totally useless broadband connection, I finally got around to calling them, and after 2 calls, was givin 2 differing reasons for the problems and the time it would take to rectify.

Here we are 6 weeks on and there is still no resolution.

The main problems are:

1. Slow (painfully slow) speeds
2. Constantly loosing the connection (only momentory losses of connection, but when you are conencted to a remote server using a secure connection, the drop means the connection is constantly reset and all work is lost). The deny that this is occuring despite me having collected network traffic showing the problems!

Anyone else with same problems??
Product: Cable Modem (4MB) [top]
Author
 ricoco1
IP
 Logged
Date
 Tuesday, April 29, 2008
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 1 to 5 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
When working, the service is not bad, the speed is not what they advertise (watch for the infamous 'up to'), but then again I never use the 4MB; only when doing multiple downloads and try to watch a vid, use Skype or similar is that I notice the delays, pixelation, etc. It also happens when friends use their laptops at home & before you say it: there's nothing wrong with my router!
The TV signal freezes occasionally and the modem has to be reset often -nuisance!

You get into muddy waters when you have to call them for help, advice or a service issue: firstly they seem to bounce you in between departments with some employees just reading -what sounds like- a formatted set of answers which end up referring you to their 'service' department... you have to pay for this! They wrote they had finally come to their senses and were going to abolish this charge, but it will happen next millennia, why not immediately???

Another annoying detail: at every stage they bring up the 'Data Protection Act', Security issues or Health and Safety regulations!

I use to be Telewest and I don't think I am better off.
Product: Broadband [top]
Author
 byebye-virgin
IP
 Logged
Date
 Monday, April 28, 2008
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 6 to 10 mins
Is your call returned?
 Yes

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
This company have spoiled what I thought was a good value for money service provided by NTL at £10 per month for broadband.

I hate their billing system it seems riddled with problems, when your discount expires yr bill just goes up, no with warning at all, nice one lads.

The green distribution box outside my house has been open for months(reported numerous times) and I have had problems at 3 addresses with open boxes! Basically the Old NTL/Videotron boxes are rubbish but Virgin has done nothing with them! I had to repair by own connection out in the street myself. I got £10 compensation which was then not credited to my account. I have just told Virgin that I am cancelling my broadband connection only to be lied to by the Customer Relations team regarding the speed of my BT line. I was told that I would only get speeds of 0.5 meg and that I would have to pay £300 to have my line upgraded to support 4meg but when I checked it online, it was estimated at 3.9 meg.I worked for BT Internet and have never heard of these upgrades. This is shameful behaviour by a company who's CEO Richard Branson constantly talks about how his companies are run to the highest ethical standards, well I think this company has gone out of control so to speak, with regards to ethics.

It sounds like a crazy story but nothing here has been made up and Virgin have the recordings to prove it!

I'll be glad to see the back of this company, I really will. Bye bye Virgin!
Product: Size: XL [top]
Author
 timsmith76
IP
 Logged
Date
 Saturday, April 26, 2008
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 11 to 19 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
Was with Telewest way back before broadband came around and there service etc was fantastic. Never had a single problem with the speed of the broadband when we were with them, always had a constant 4mb connection.

Since the Virgin takeover had nothing but problems. Firstly got 8mb but never saw over 5mb and then upgraded to the XL package last summer. Only had the proper 20mb connection for about 3days in this entire time. Might get up to 10mb if im very lucky but normally hangs around 7-8mb. I also get affected alot by there stm even tho I haven't downloaded anything during there peak times. Am now looking around to switch all my services elsewhere.

If your looking for your 1st BB isp, keep well away from Virgin. Theres a lot better around for alot cheaper.
Product: Size: L [top]
Author
 jxb
IP
 Logged
Date
 Saturday, April 26, 2008
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 1 to 5 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
Unreliable and frustrating. The technology they use is shoddy and breaks frequently (not just broadband but TV also).
The 25p/min support line can eventually help sometimes but they can never explain why things stopped working in the first place. I always insist on having support charges refunded since it is always a Virgin problem.

At the moment they have a problem due to systems change and I will be without internet for 2 weeks! No letter, polite warning, no suggestions for alternative arrangements. Truly rubbish.
Virgin Media
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