Virgin Media
Average Customer Rating:
Size: L
- 10Mbps
- Unlimited downloads
- Free modem, with no set up charges
- £15.00 a month for the first 3 months, £20.00 thereafter
- For technical support call 0906 212 1111.
- As part of its service, Virgin Media offers:
- Unlimited weekend UK landline calls
- 55MB of personal web space
- 15 email accounts
- Free internet security
Size: XL
- 20Mbps
- Unlimited downloads
- Free modem, with no set up charges
- £20.00 a month for the first 3 months, £30.00 thereafter
- For technical support call 0906 212 1111.
- As part of its service, Virgin Media offers:
- Unlimited weekend UK landline calls
- 55MB of personal web space
- 15 email accounts
- Free internet security
Size: XXL
- 50Mbps
- Unlimited downloads
- Free modem, with no set up charges
- £33.00 a month for the first 3 months, £38.00 thereafter
- For technical support call 0906 212 1111.
- As part of its service, Virgin Media offers:
- Unlimited weekend UK landline calls
- 55MB of personal web space
- 15 email accounts
- Free internet security
Provider Information
- Virgin.net, owned by ntl, was launched in November 1996.
- Virgin.net, Virgin Mobile, ntl and telewest merged in early 2007 to become a leading media company in the UK.
- Virgin Media offers digital TV, broadband, mobile and home phone services to bring an unrivalled choice of entertainment and communication services.
Moved over to VM from BT all was well & speeds were good with the BB up until recently. I run a desktop over cat5, laptop wii & ps3 wireless. TV is fine but the 20Meg we pay for drops to 3Meg & on the odd occasion I have been lucky enough to get 10Meg the connection drops out… Arrrgh.
Have so far made 8 calls to help line, every time it’s the same palava of turn off the modem & router- turn them back on this goes on for 3 or 4 times or it’s your computer that’s at fault (what all 2 of them along with the ps3 & wii… don’t think so) this goes on until the Asian call centre staff speak so rapidly they become unintelligible, some just hang up & one even said I had incorrect attitude for continually stating I couldn’t understand what he was saying due to the heavy Indian accent… letter of complaint sent to Virgin.
At last on Monday this week one of the call centre staff said "I will book an engineer to come out, modem is faulty." The engineer arrived yesterday, after 2 hours & 5 different modems & numerous calls to his team leader/control I get told "yeh we have a faulty batch of modems that haven’t been removed off the security listing & they connect to the network but on activation on the account they lock out, so I’ve been told to leave this last one plugged in & if it hasn’t connected & locked on by the morning you are to call the service help line again."
That’s some good customer care from your line manager then, I now have no internet connection as opposed to the 3Meg I did have albeit sporadic…. I was gobsmacked with the reply.. yes they just aren’t interested when we or customers call them. Fantastic.. I get up this morning 06:30 & the modem has locked on (ready light is static), reboot desktop & try the internet 17mins before home page fully loaded & then even longer to load any other page, gave up & came to work where I am now posting this review/complaint.
Shocking customer care
Shocking call centre approach
Shocking advice from managers to engineers
Shocking BB service.
Today’s call is going to VM’s accounts dept asking for remuneration due to poor internet & I will be off to a new ISP when contract is up. 2 stars because the engineer that came out did try his best.
After having VM install today 16/09/2010, considering the dist cab is outside the house and only a 20 mtr run. I switched on the bb, speed test and surprise surprise nearly 10meg!! Result I thought, but then as the clock struck 7pm, down to just over 2meg, proper crap. Blagged by customer services prior to the install. Then hung up on 3 times by the Indians!! So then to sum up, no better than the rest, and defo NOT 20 meg. PLEASE read reviews b4 deciding!
I have had VM previously and had no probs until 4 years after I bought my initial package. I moved and decided to get VM again all was fine for 3 months then every day from 5PM + I would get less than 0.5mb speed (I am still getting this now!!) Virgin claim everything is OK their end. Anyway I shouted at Mr Singh and he claimed to give me a £10 discount and a visit from Mr Engineer tomorrow – watch this space!
Just getting to hate virgin media! I lose connection to the internet each time my computer powers down. Complete loss of DNS I have to go in and reset each time. Its fine if I completely shut down and re boot.
BT are fixing fibre optic in my area as I type so cannot wait. I am sick to my back teeth of poor service. When I rang up they told me to reset my DNS which I did and it worked fine, he said there that’s it now, but what they failed to say was you will have to reset DNS each time, like 6/7 times a day. POOR I have been with ntl/Virgin for over 10 years and I feel that they just don’t care anymore. They even have a fit it service now, £69.99, perhaps these things that are going wrong all the time are caused by them so they can FIX IT!!!
Phoned Virgin to complain about slow broadband and threatened to go to Sky. After speaking to two Indians gave up and dialled 151. English girl very helpful. Surprise surprise now have much faster broadband and reduction in monthly fee.
Absolute rubbish! Been a customer for a good 10 years. Our broadband was pretty quick at first but recently where now having problems with our 20 meg package. Our connection is on and off it drops like every 10 to 20 mins. Every time an engineer comes round their eager to quickly go home so they can finish work nice and early.
Virgin Media are incompetent and sloppy and I hope your reading this you will be getting a complaint letter from us very soon!
Virgin Media customer service are appalling. Father-in-law died 2 years ago and I made a number of attempts to change the service to my mother-in-law, including bank account name. The account was originally with NTL and I believe it did not involve passwords. They were quite unsympathetic to the circumstances but eventually changed the name. But apparently only the Bank details (same account number but from Mr. H to Mrs H.). Correspondence received in Feb was addressed to Mr. H, offering different services. My mother-in-law is now partially blind and my wife deals with things on her behalf. So we requested changes (on-line), reduce TV from XL to L, increase phone to XL, go to paperless bills using my wife’s Tiscali email. They seem to be incapable of dealing with this insisting we need a password, and then sending my mother-in-law a big pile of forms saying that there would be a charge to put everything in her name and fixing her into a fixed term contract. A complete farce of a company causing much stress and annoyance. Does Richard Branson know of his company’s incompetence.
I live right on the edge of my exchanges service area, as such with other providers (IE those that use the BT line) I am told that I can get a maximum of 2mbs, however in practice I get at maximum 400kbs down and about 100 kbs up. This is combined with constant connection failures.
On my Virgin 10mbs line however I get a consistent 7mbs down, 400kbs up, with occasional temporary 9.6mbs down spikes. And thus far no connection drops or other problems.
Pretty class in my opinion. Immensely superior to everything else I have tried.
They are rubbish. Do not bother to change from your present provider as you will be extremely p*ssed off. It is like we are back on dial up connection.
reading through everyones bad experiences lets me know that its not just us. everything was running fine until we upgraded to a new faster computer and thought we’d upgrade to the 20mb too, really spoil ourselves. we’ve spent more time talking to india than our own family but at least our family doesn’t hang up. its a joke to see their latest adverts on tv. how can VM get away with advertising a product that is clearly ‘faulty’ and ‘not fit for purpose’. VM sort your broadband out, everyone has had enough. You cant get a better recommendation than word of mouth, i for one wont recommend you to anyone.