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Virgin.net Broadband

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      17.02.2014 19:54
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      good speed, poor coverage

      I decided to opt for Virgin Media as a broadband provider as it meant I could get broadband without a phone line being installed. Another incentive for me to do so was cashback offered via a well known website. The booking for the installation was simple and the installation was of a good standard. However, once the installation was complete problems starter to occur. Firstly, the overall speed was great but the connectivity was not accessible from all rooms in a three bedroom mid-terraced house. Troubleshooting did not improve the signal. Virgin media are known to blow their own trumpet in regards to increasing broadband speed for all customers at no extra charge. However, they neglect to tell you that your monthly bill will increase a month before your new speed is expected to increase. This has happened twice whilst I have been a customer. Although there are downsides of the service provided, the speed does stay relatively constant at the advertising speed, just a pity that it is not accessible from all rooms.

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        31.12.2011 11:35
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        I would avoid them

        I have been with AOL since around 1999 now, which has proved fine. However when I saw that I could get a faster virgin broadband connection (8Mbps) for cheaper than my 2Mbps AOL I was tempted enough to switch to them. Around two years ago this was, when I rang up virgin and arranged for someone to come around, fit a free wireless router and set up the internet connection. All good I thought.

        At this time I feel that I should explain the set up in my house, which I was trying to keep as it worked well for us. The internet line came into the router as normal, where the main computer was connected to the router via an Ethernet cable. The router then sent out a wireless signal to which all the other computers, laptops, game consoles, and printers were connected; so back to my story.

        Upon arrival of the technician all started good. The router was installed and the internet was soon set up on the main computer as it was hard wired so no problems could have really ever occurred. The speed was around 6-7 Mbps which I thought was alright as the upload was around half a megabyte. (Decent for our line). The problems came however when the wireless signal was being set up. The technician said that it was 'not his job' to set up a wireless connection and that was 'another team'. Immediately this was annoying, however there was little I could do so the technician went on his way and I tried to set up the router myself with some help from internet instructions.

        After a few hours I had set up a network with a password; however none of the other computers could connect to the internet properly after connecting to the network. Obviously I had done something wrong I thought, so I called up virgin to get someone round to sort it out.

        In the next few days, I had to manage with just one internet computer, which was hard in itself to allow everyone to work from, and although this was frustrating it was made worse by the fact that the internet kept dropping out for a minute or so every now and again. When the technician finally came I explained the story and to my dismay the man said: 'I'm sorry I am not the right person to set up a wireless network'. I was immediately frustrated that virgin had sent me the wrong technician, and even more annoyed that neither the technician nor the help centre at virgin could help solve my 'cutting out' issues.

        I tried once more, out of perseverance, to try to get someone to come and set up my wireless network, however the same thing happened again and the wrong man was sent out. This time the man said that a team to set up a wireless network didn't even exist! At this point I had had enough of virgin, as it was completely unusable and their customer service was terrible and actually quite expensive to contact. I rang up AOL and arranged for them to set my internet back up with them, which was done almost instantly as I still had their router so just had to plug it in and the settings were remembered. Excellent.

        Overall I am completely disappointed with virgin internet may be fine if it works for you but I pity you if something goes wrong and you need some help from them to sort it out. I have since been very happy with AOL, however am considering moving to Sky broadband soon and will let you know how that goes.

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          31.05.2010 02:11
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          Avoid like the plague, not fast, not cheep, not reliable and not worth your time.

          We have been with virgin for a long time now and they have been such a disappointment, we joined a long time ago and paid for 10mb/s i think at the time it cost us £15 a month, of cause we never got 10mb/s we usually got somewhere in between 6 and 8, which in itself was ok, we could live with that.

          The first time virgin media screwed us over was when they boosted there smallest package (which was 5mb/s i think) to 10mb/s and set the price at £10 a month, they did not improve our speed and most infuriating of all they still charged us £15 a month, they made us leave the company and rejoin just so we could have the better plan.

          The next step in there downfall was the introduction of speed capping... what a joke, now, if you go over a certain download limit your speed gets capped and reduced to a fraction of what you are paying for, in our case, we are paying for 10mb/s and we most of the time get 2mb/s, they claim this is to be "Fair" on there other users, what a lie, as if they would just magically run out of internet if i continued to receive the performance i pay and expect from them. They are living in the past with this policy, it is an outrage.

          Now, the third issue is the slow decline in the speed i have been receiving, when we first signed up we received 8, maybe even 9 mb/s download speeds, then it slowly started to slip, as time went on, now we only get 4 at the best of times, and frequent connection errors as they mess with the lines and fail to apologise or fix anything.

          I am urging my family to see this pathetic excuse for a broadband provider for what it really is and would recommend any one else to stay away form it.

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            11.01.2010 10:51
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            A great service and choice

            I have now subscribed to Virgin's 20Mb broadband after having years of interruptions in my internet service with other companies. After 2 months I haven't had a single problem with the connection. Virgin also offer a 50Mb connection but I decided to give the 20Mbs a try first. I am absolutely delighted with the service. Downloading a film now takes minutes as opposed to hours. I don't think that most households would actually need or utilise the 50Mbs.

            I also have the XL phone and media package, which gives me the whole lot cheaper than I used to pay just for my phone and broadband.

            My only gripe was when I had the phone and broadband connected. The free modem that was included in my deal wasn't with the engineer. He informed me that almost every job he goes to is the same story. It is so frustrating to have an Internet connection but no way to access it. A standard modem doesn't work with Virgin as there is a different fitting on the cable. So if you do have Virgin broadband installed it is worth ringing customer services a week before the installation to ensure that they are sending out the modern at the same time.

            I have heard other people complain about Virgin's customer services but I havn't had any problems with them. The customer service calls are free from your Virgin line or you can contact via the internet. I have had no problems with customer services, quite the opposite, I have been dealt with pleasantly and efficiently. My bill is sent by email, another plus. Setting up an online billing account is also very easy as is managing it.

            I wouldn't hesitate to recommend Virgin to anyone thinking of changing their providers.

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              23.11.2009 01:04
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              A satisfactory service that offers high speed

              There seems to be a mix of opinions of Virgin Broadband on this site and as I have been a customer now for two years I thought I'd leave my opinion too. Previously I was a customer of NTL but only subscribed to their telephone and television services, not the internet.

              Whilst with NTL I found the purchased services to be satisfactory, but the customer service of the staff was awful. We also missed one payment due to them trying to take it from our bank account a few days earlier than expected which resulted in the payment being made with charges from the bank for going overdrawn. Not only that, but because the money wasn't present in the account NTL added extra charges to our bill (even though they'd already taken their money). We refused to pay the extra charges.

              A week or so later somebody from NTL turned up to cut us off and take our cable box. As we had already paid I refused to let them in the house, so they cut us off from the little green box outside our house, not only that but they also cut our normal television aerial so we couldn't even receive terrestrial.

              After that we bought a Freeview box and signed up with BT which proved to be an even worse experience and once again ended up getting cut off for refusing to pay the ridiculous charges they decided we owed them. To this day we have no idea where these charges came from or what they were for.

              After a few years of going without, we decided that due to our circumstances that broadband was now somewhat of a necessity and NTL had been taken over by Virgin, so we decided to give them another shot. Rather surprisingly, they agreed to let us have just 2MB broadband with no other services for £7.99 per month with the first three months for free. However, it was two year contract and the second year was due to be £17.99 per month.

              By the time the second year of the contract came around, Virgin had started charging for paper bills and fees for certain payment methods which we were a little unhappy about, so we contacted them. They kindly allowed us to continue to purchase broadband for £15 per month and upgraded us to high speed 10MB broadband. After testing the speed of the connection we were able to reach a maximum of 9.23Mbps which we were quite surprised about.

              The service is simple enough, we were provided with a free cable modem and up and running in no time. There are some new offers which we are not eligible for though, such as the free wireless router they now give away to new customers.

              Since signing up for Virgin Media broadband I have only known it to become unavailable a total of three times and on all occassions it was back on and working within a couple of hours. I also know that one of these occassions was due to some council work that was happening in the local area.


              Customer service has generally been very good, though I'm probably more technically skilled myself than some of their technicians and can do a better job. However, the fees have been cosistent with no problems and we are satisfied with the service and will therefore be sticking with Virgin Media for a long time.

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                09.11.2009 20:19
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                Bad, bad, bad. This is getting quite repetitive, typing that word over and over. It's necessary, tho

                I personally think that Virgin Broadband is a lazy-ass company who doesn't care of his customers are recieving poor support. Or the fact that customer support send you round in circles. The service is apalling. We have paid for 10MBit/s speed. We get, on average, 2MBit/s. We got that speed on our last broadband provider (the max we could get, very happy with Totalise/Madasafish) which we moved away from because we need more bandwidth due to online gaming. Fair enough. We now are paying more for 10 times less than what we should be getting. I am very very disappointed. Sort it out, Branson.
                Moreover: customer support have lied to us. Saying our broadband speed was the max they could maintain.
                ...
                We have fiber optic cable. Whether they have crap equipment or the tech support people can't figure out which combinations of buttons to press on the access pad on the door to the machinery room.

                1-star rating.

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                02.10.2009 12:47
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                Quick start pack should be complained under the trade description act.

                Right, as some of you know i have been without the internet for about 2 weeks now. This was supposed to only be a few days but thanks to the massively poor service provided by Virgin it became much longer.


                The first problem occurred with delivery. We were initially told that it would be sent through via ups on the thursday. We waited in between the hours of 7am and 7pm for this to occur. No such thing ever happened. We rang to complain and they assured us that it would be sent the next day. Again it never appeared.

                Finally, we sent them a very snotty email saying how we were disgraced by having to wait in and would we be compensated in some way; they told us that it was UPS' fault and therefore no such thing would occur. The box finally arrived on the tuesday of the following week.


                The next problem came with activation. Having set everything up in our house (modem, router etc) we rang Virgin to activate. As we have no home number, this cost us considerably as we were put on hold for about 50 minutes.

                Eventually, when we did get through, we were told that there was a problem in our activation zone and that it wouldn't be able to occur for another few days.


                Eventually, we rang up this morning, to find another 45minutes hold time, which in my opinion is absolutely disgraceful. When we did finally get through, we managed to get the activation problems sorted and get on to the final 'on pc' stage, where you download plugins to activate the internet.


                I was using firefox, and having got through the entire process, the site chose to tell me that i was not using a default browser and therefore i had to close and do it all again. Why they could have not told me this before i wasted 60 minutes of my life is far beyond me.


                Eventually, the internet was set up. It has taken us 2 weeks since ordering, 4 days since receiving and 1 morning since being activated to actually get it to work.


                Quick start, this is not.

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                  09.06.2009 19:42
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                  Virgin Broadband is better than you might expect

                  We have used NTL and then Virgin for at least five years over three different homes. On the whole, I have found the service OK.

                  Virgin Broadband has always been the most reliable and hassle free part of the Virgin TV/Internet/phone package. We have never had any issues connecting to the internet and the internet connection speed is always reasonable. It is very reliable service.

                  However, due to problems with my PC (not virgin) I lost internet connection last weekend.

                  Because I have a package with Virgin I could dial a free number and the call did not cost.

                  I had to wait for approximately ten minutes to speak to someone at their call centre. However, when I did, it was fine. The girl I spoke to was helpful, she gave clear instructions which I could easily follow and the problem was resolved.

                  I would like to say however, if you go for a Virgin Package it can get very expensive. AT one point, we had the sports package plus XL plus phone plus internet and our monthly bills regularly went over a £100.00.

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                  14.02.2009 01:17
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                  not a great provider, however they are good in getting you set up quick

                  Virgin 8mb Broadband. Initially everything seemed great, were the first company i used for broadband so not experienced anyone before and virgin were offering the cheapest at the time which was £15 month for 8mb download speed. came with free router/modem, some speedtouch thing which was of ok quality and had installation CD which loaded up its own dialup connection with all settings preinstalled, so set up was very easy.

                  Didn't take long to get me all going and Virgin gave me dial up internet access which I was very happy with.

                  When i needed to move house the first problems arrived. The salesman on the phone tried to charge me £50 for moving house because i had the line disconnected, i spoke in a very firm loud voice 'But i moved house!, of course it has to be disconnected' and suddenly he went to speak to his 'manager' (hmmm) and it was ok and they weren't gonna charge me.

                  Then about a couple of months later I'd been scouting the internet for deals to find i could get decent speed broadband for £10 a month, so I rang up to cancel, and suddenly Virgin could offer me £10 a month. So i stayed with virgin for a while, becuase i got tied into another 12 month contract after which I moved house again. wanted to take broadband with me but after I had moved house i rang up to reconnect my service - no £50 charge threat this time, just that fact that they asked me, what deal I was on (I thought - you should be telling me that!) so i told them and they said they couldn't offer me that deal anymore and it would be £18 or something, I said - no thanks, Ill choose another company, so they tried to do a better deal and couldn't sort me anything out, so I moved to plus net and if you read my review on plus net, you can see what i think of them.

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                  13.02.2009 20:42
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                  Absolutley excellent, first-class, highly recommended service - the best out there IMHO!

                  Been with Virgin Broadband (Virgin National as I'm not in a cable area) and for my evening and weekend calls for the past 3 years and have NEVER had a problem - either technical, nor with calls, billing or customer service (and never had a call charge!) - absolutley flawless, ultra-reliable service all-round! (Never have to call them as I simply never have a problem! And if you do call them - it's just ONE number, 2 options - and then you're striaght through to ONE person in Teeside, who can deal with EVERYTHING for you - broadband, calls, billing etc! Virgin Media do have an Indian call centre to, but even they are good!) ;-)) I've JUST upgraded from 2Mbps to 8Mbps broadband, + my evening and weekend calls etc from £9.99 to £7.50 a month inc VAT! ;-)) They're customer service guy was BRILLIANT, dead helpful and friendly (I got treated like family)! They also gave me their Freeview TV box (worth £40) AND another new wireless router (worth over £40 to) for FREE because I chose to stay and not migrate to an offer from BT! I will also get a FREE upgrade (no installation or set-up fees) to the 50Mbps fibre optic service when I move to a cabled area - and cheaper monthly fee than the one advertised to non-Virgin customers for this to, also because of my loyality! All I can say is all-round they've been absolutley BRILLIANT in every way - just can't fault them! ;-))

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                  17.01.2009 15:42

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                  efficient broadband network

                  This has now become my Internet Service Provider,I saw an offer which really did interest me from Virgin Media so i decided to take up on the offer and join up with them.

                  I rang up and asked how much they are offering broadband for the first response to me was they would charge me atleast 19 pounds with a phoneline as well,i explained to the lady on the phone i was not going to take that offer.

                  She then reduced the offer from 19 pounds to 15.50 for both a phone line with broadband as well,I quite happily took that offer and got broadband installed the next week for free!

                  I now pay this company 15.50 for broadband and a phone line connection something which i am happy to pay to them because they really are good at their broadband service and customer service.

                  In my 8 months using this Internet Service Provider i have got to say there has been no problem at all with their internet service,their was once when the Internet went down in my area but the connection was back in 2 hours apart from that they have been a pleasure to have as an ISP.

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                  13.01.2009 22:55
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                  Go on, give it a try! You will love it!

                  Virgin Broadband - Well well well! I have been meaning to write about this for sometime now and an finally here! A lot of my friends are opposed to Virgin and their products mainly because their customer services are terrible. Against everyone, I dediced to go for Virgin Broadband. Reason: I did not have a BT phone point at home, which means I had to spend £110 on installation. Virgin was the only company at that time that did Cable broadband and did not require a BT landline.

                  I went for the plunge and ordered Virgin Broadband. I called them up and got all the plan details, agreed on a package and provided all my details. They said to me that I had to pay a £50 deposit as I did not pass the basic credit check. (I do have access to my Experian Credit file and my finances are in great shape). What these companies do is only a basic credit check (confirm your address and bank account details) and they said I did not pass this check.

                  Embarrassed, I just agreed to pay the £50 deposit (which will come off my bills anyway), I set everything up and made an appointment to install the cable.

                  The man, surprisingly showed up on time and installed the cable real quick and I was up and running. Very impressive. The package I got was a 8MB broadband with no dowload limits for £25 a month, but they applied a discount so I paid £15 a month for the first 12 months.

                  The speed was amazing, no disconnections (I was with Tiscali before and I was pulling my hair out on most days). Great going!

                  I get my bill the first month, they have got my name completely wrong (explains why the initial credit check was rejected). The amount on the bill was correct though, so I let them off.

                  After about 5 months, I wanted to upgrade to 16MB broadband (as I do a lot of video conferencing). They said that the offer will only be active from the 1st of the following month, but until them they will only charge me £10 a month rather than the usual £15. I agreed as I thought it was a nice gesture. However, they did not upgrade me on the 1st of the month. I was still on 8MB, but guess what? They were only billing me £10 a month. AMAZING!!

                  I did not call to upgrade again as I was happy with my current deal. For the next year and a half I continued to pay £10 a month for 8MB broadband that was amazingly fast.

                  Finally, some genius at Virgin discovered the billing flaw and called me to advice me that I will now go back to £25 a month as I no longer have any discounts on my account. They did not want to claw anything back either. GREAT!

                  I also moved houses once in between and the transfer of the broadband was so smooth. No hassles at all.

                  Hats off to Virgin for a job well done! I totally recommend it.

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                  03.01.2009 22:15
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                  Virgin does it again

                  Ive been a Virgin Broadband user now for roughly three of four months and can honestly say ive not had a problem to date. They offer a cheap, easy and care free service that i am yet to fault.

                  First off, when i moved into my new house, we had a physical phone line coming into the house, but the last owners didnt use landline phones. So we phoned BT to ask about connecting us to their broadband service, they wanted £205 so connect us because we didnt have a landline phone service. I wasnt willing to pay this as i thought it was pointless and after doing some research i found Virgin. Virgin offer a service requiring no existing phone service etc, and ultimately no £205 fee.

                  A day or so after siging up for Virgin's service, we recieved a box in the post. In the box was everything to need to hook upto their service - routers, cables, everything. While i cooked that nights dinner, my other half had a go at setting everything up and it took her a whopping 15 minutes, in all honesty, thats all it took, and she's a technophobe.

                  Now that were up and running we get superfast connection speed at the low cost of £30 per month. Weve had no problems with anything as of yet and im extremely happy with the service.

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                  03.01.2009 20:33
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                  One of the best if you need broadband

                  Virgin Broadband - Best broadband provider around, but only because of speed

                  First off I've been a customer of NTL (former broadband provider before Virgin took them over), so I've been with 'Virgin' a number of years now. They claim there optical fibre broadband is the fastest out therefore the regular consumer, well when their offering 50meg for 80 pounds it definitely is. However Virgin are were of the con-artists out there who 'advertise' super-fast speeds but don't always deliver, but they re improving. Currently I'm on their 10meg package and that seems to work fairly well, with most the time the speed at the advertised price. The one thing I have definitely noticed with Virgin is that if you phone up, complain and say you want to be disconnected, you can generally get them to shave some cash off your monthly bill, always useful. Also so far with the new modem I'm yet to experience a problem and the one time the modem did malfunction an engineer was round the next day to fix it.

                  I have to recommend Virgin broadband simply because of the speeds advertised at the cost, the generally good customer service but most of all because you can haggle down their prices.

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                  16.11.2008 17:40

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                  Nothing but bad. Stay clear!

                  In this review I am going to sum up the positives and negatives.

                  Positives:

                  Umm.

                  There actually is none.

                  Negatives:

                  The broadband is SO slow. I am paying £11 a month (on top of tv and phone) for a 2MB connection speed. I could seriously go to sleep (and have a good one at that) by the time every page loads. I so wish I could change it but because it's cable the only broadband I can have is Virgin's own: terrible. I also have lost connection quite a few times and had to phone them up (minutes after minutes just holding on didn't make me much happier.) Also on the point of cost - Unlike other broadbands where a router is included you have to buy a special cable one which is more expensive than norma one's!

                  Also I've been a customer for a long time but never been offered any upgrades and am spoken to on the phone as if I am totally new and stupid.

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