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118 Reviews
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  • Deliver what you ask for
  • Complicated at times
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    118 Reviews
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      27.04.2014 23:41

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      • "Deliver what you ask for"
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      A good provider with great customer service staff although pricey

      I cant really complain about Virgin too much. Their service has always been good and Im getting what I pay for. Any time Ive been late paying my monthly bill, theyve bee extremely patient and understanding with me as well so I cant grumble.
      Its worrying to see so many people with bad reviews and I just hope I dont run into any problems with them either.They are not the cheapest providers in the land no, but then I rekon most of them incur hidden costs and we as consumers are never really going to be able to avoid that as lets face it, nowadays the vast majority of us need and want our TV channels and broadband.

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      28.02.2014 23:05
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      I am very impressed with my broadband and I cannot complain about my phone or TV service either.

      I am an old NTL customer, that's how long I have been with Virgin Media. I can see quite a few one star reviews and I must admit, I haven't read any of them because I do not wish them to influence my findings. My review is mainly based on their Broadband Service which I will go into detail about later.

      --- History ---

      Before Virgin media or NTL I was with Freeserve and I also had a brief spell with Lineone, all service providers have problems from time to time and it is always easier to find a negative review over a positive review. I also believe some areas are far better than others when it comes to receiving your service, I live in the Northampton area.

      Being a Broadband customer for longer than I can remember, I was I was offered a special upgrade package around 18 months ago. It consisted of a phone and XL TV package. I decided the phone would be useful as I work from home so I could use it as a second line and as I was already a Sky TV customer I would use the TV service in the spare room.

      --- TV ---

      Just last week I cancelled my TV package, there was nothing wrong with it but my special deal had come to an end and I couldn't justify spending around £86 a month in total for the complete package when I already have Sky. I never had any problems watching it, the big bonus for me was BT sport without an additional charge. I think twice I had to turn off and reboot the box, it was very reliable but then I am not a massive TV fan.

      --- Phone ---

      When I initially had the phone installed I made it clear to the engineer, he was not to touch my BT line, I wanted a new socket and under no circumstances was he to disconnect or touch the BT socket. My phone was installed and I have never had a problem but... I do not make outward calls on it, I only receive them. I haven't received any reports that the line has ever had any problems.

      Again I downgraded my phone service when I cancelled the TV - I no longer wished to have any inclusive calls in the evenings or weekends, I have an allowance on my mobile if I need to dial out.

      --- Broadband ---

      I love it, sure I have had problems, I have had to reboot the modem from time to time, I have had to call an engineer out maybe 4 times in 6 years but each time they have fixed the problem. I used to have the medium package and I did notice bandwidth throttling when I was streaming movies at peak times, Virgin like to call this "Traffic Management".

      After an extensive research into this I discovered that if you have Virgin Media's largest package there is no throttling, so I upgraded and the problem vanished. More recently it seems that the traffic management has once again been placed into force even on the largest of packages although I haven't noticed a problem or speed reduction.

      --- Call Centres ---

      My biggest gripe is the offshore call centres, the staff that read off a script and talk you through everything you have already tried twice. I really do believe that the staff are under trained and are of little use when it comes to fixing your problem however the good news. I have been reliably informed by a Virgin Media installation technician that Virgin Media are slowly but surely bringing their call centre operations back to the UK. I did hear that there are two UK based centres and four Indian based, it is random when you dial 150 from your Virgin phone which centre you will get. I cannot confirm if this is true.

      --- Rating ---

      Would have been 5 stars but I feel strongly about the poor quality of offshore call centres and that in times of hardship every job you can keep on UK shores is a bonus. IF Virgin Media are indeed transferring their call centres back to the UK I will edit my review accordingly.

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        18.01.2014 22:17
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        bad bad service

        Ive decided to write this review about my experiences as a virgin media customer. I was a customer for just under 3 years and have used most of the services they offered including tv,broadband,phone and mobile phone.

        **TV**
        This is the best bit of their service.I have never had any problems with the tv apart from when the weather was really bad and i don't blame them for that. The tv channels they offer are pretty standard to sky etc.

        **Broadband**
        My broadband was never the best but during my service they upgraded me to their fibre optic package .At this point my internet when from average to bad.The following is taken from the virgin site
        "The mega speeds of up to 120Mb that you can get with Virgin Broadband are thanks to fibre optic cable. It's made from strands of glass as thin as hair, which carry information by light. This is much, much faster than the copper telephone wire used by other providers. And, unlike broadband down your phone line, fibre optic broadband doesn't get slower the further away your house is from the telephone exchange."
        I understand that broadband service does vary in areas but i would have thought upgrading with the same provider would have made it better not worse.

        **Phone**
        If you have a virgin mobile you can call this for free from the house phone. Ive never had any problems with reception.
        **Mobile**
        Again the package deal for mobiles are about the same as any network but they don't have such a big range of phones.I cancelled this once it was out of contract and took out a new one(new phone).
        **Customer service**
        Misold products- Being a fan of home shopping i was informed they offered a phone package that included 0870 and 0845 numbers. It wasnt until i got my bill that i realized that it was only the 0870 ,the product they had promised me was not what i received.
        Now after i had been out my contract for awhile (with the prices going up) i decided to phone them and see if they could offer me any deals.After a lot of persuasion they offered to match sky at £55(i even said with sky i could have got cashback plus a £100 voucher)-odd a month (for tv,phones and broadband)This offer was going to be valid for 2 years with no price increases and i was tied into the contract for 1 year.... 3/4 months into contract they sent an email to say that the prices were going up (despite promising me no price increases) and when i phoned to enquire about the "promise" they had made i was hung up on.Even a sorry this is outwith our control and we have to raise it £11 etc would have been better.

        **Price /would i recommend**
        I think the packages offered by virgin,bt,sky etc are all pretty similar.I do think that virgin like to reward new customers whilst not bothering as much about existing ones.I also think because so many of these company's price match with each other that for me anyway that customer service is very important and Virgin medias customer service is severely lacking. I don't recommend.

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          15.08.2013 14:24
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          a horrible company to be with

          I have been debating wether or not to write a review for virgin media for a while now because i usually like to weigh up the negatives and the positives and if im honest i dont think i can find any positives with this company so i apologize in advance for the moaning!
          Now where do i start?
          The customer services are shocking, they are rude and very unhelpful i have had nothing but problems with them even when reporting issues with there services its always the same old answers and i generally end up resolving the problems myself!
          The services arent up to scratch realy either if im honest, the internet has issues all the time with slowing down and cutting out - whenever you phone there of no use!
          The tv service isnt too bad, i havent had many problems with that cutting out, so i guess i could say thats a positive but thats pretty much all i can say good about the company.
          I dont think virgin media is very good value for money either, they seem to do loads of offers for NEW customers and leave the exisiting customers with nothing, after ringing and speaking to them asking if there was any dicsounts / offers available for long standing customers the simple answer was no, they like to do incentives to get new customers but dont seem to be too bothered about keeping the customers they already have.... what a joke.

          All in all i think there is plenty of better places out there to get your internet, tv and phone services from i wouldnt go back to virgin media even if you paid me! Horrendous!

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            17.04.2013 19:44
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            I thought I could barely put into words how I felt about virgin, but clearly I just did!

            Of all the reviews I want to write, when I found out that I could review virgin media, I jumped at the chance.

            From a service perspective, they are by far THE worst company I have ever dealt with.

            I began my journey with virgin media 2 years ago. Things started smoothly and the broadband had no problems and kept a reasonable speed. It was only once problems started occurring that you start to realise how poor the company is. The Internet connection started to drop out regularly and after 3 calls to technical support who follow a benign script of things, starting with have you turned it off and on again, I was ready to pack it in! I don't blame the tech support as they have a script they must follow, but once you've explained to them that you've recently spoken to someone and tested these methods, they make you follow the steps again anyway! One of the advisors told me to manually input DNS servers into my router. The following tech support member told me I didn't need to do that...so they clearly can't even follow the same script? Eventually they sent me a new router around a month after my first call which finally resolved the problem.

            The real problems started when I moved house...

            My girlfriend is currently completing a PhD and Internet is crucial for research when she's away from the library. As we were moving house we knew we had to plan the Internet ahead of time to make sure we weren't without Internet for long in the new house. I arranged with virgin to cleverly start a package for the new house before we moved, so I would be paying for both my current package and the new package at the same time for a month or 2. I was happy to do this and it meant that I would be able to keep my Internet running in the old house up until the last minute and the Internet be pretty much ready and waiting to go in the new house when we moved in. All seemed well and we thought everything was sorted.

            The following day our services were disconnected in the old house...despite asking to keep the service running until we cancelled it. As the phone line had been stopped I couldn't use the landline to call virgin for free anymore, which meant I had to use my mobile...charging me a shed load. As it was their mistake once I'd finally got through to an advisor after a 30 minute queue I asked them to call me back on my mobile to save me spending money I shouldn't have to. The adviser promised to call me back immediately. My patience ran out 5 hours later and I called again. I demanded to speak to a supervisor, explaining my situation and how virgin had not kept their promise. I asked again If I could have a call back to save my phone bill due to them cutting off my phone line. The supervisor promised me 3 times that he would call back immediately after we ended the call.

            Guess what...I hit the roof as once again, no call back 3 hours later (I'm amazed I gave them even that long). Number one rule for service, keep your promises!

            I called once more, and immediately pushed the button for 'thinking of leaving us', it probably took about 5 seconds before I was connected to the happiest person I've ever spoken to in my life, who's own life seemingly depended on keeping me with virgin. It didn't end happily for them unfortunately as I was beyond reconciliation by this point and cancelled my whole deal with them despite being offered a whole £50...

            Bottom line, virgin are fine...so long as you don't have to speak to them...and prey to god that you don't ever have reason to speak to them

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              29.04.2012 04:30
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              DO NOT GET IT

              Hey everyone, this is the review of virgin media, and i am afraid its a bad one!

              I have been with virgin media for many years (but I have quit since abouts 4-5 months ago. Here is the review:


              Speed: The speed given to us was quite high, around 20-30 mb speed I think i was paying for. To be fair the price for this was a lot better than competitors. BUT, I do not think that I EVER got anywhere near 20mb. Its likely I was getting more 5-10 MB TOPS! Also the internet cut out a lot, and there where whole weeks where the internet was down. When we phoned helpline, we were simply told to turn off the router and turn it back on again (more on this later).


              Customer services: The customer services were rarely helpful, and were down right rude! Carrying on from the last case above, after we tried re-setting the router and everything, they eventually said they would send round an engineer monday between the hours of 12 and 6 (or something along these lines). We waited.. and waited... and waited, and no engineers arrived. When we phoned again (so this is now around the 4th or maybe even the 5th phonecall), they said the engineers had been cancelled. Want to know why? Because the reason we didn't have internet was because virgin media had decided to cut off internet supply to our area to save money. Sort of forgetting the fact WE WERE PAYING THEM FOR THE INTERNET!

              My friend also tried to change to Virgin from sky. He booked in with the engineers, and again they didnt come. When he phoned to ask why they didnt come and install the cables etc, he was told the engineers were busy. Absolutely abysmal customer services, at least in the west midlands area (all the phone calls are taken by people in India who just do not care).


              So, now we move onto cost. The internet was cheap compared with others (around a tenner a month). But then phone, tv, and everything like that was separate. Totalling it up, I think it was very expensive for what we received.

              I would like now to also talk about this whole campaign by virgin media about fibre optic broadband. As far as I am concerned, its terrible (either they are lying, it doesnt work, or everywhere and everyplace I go with virgin media isn't yet connected to this grid). I also play a lot of online gaming, and a lot of the times people get disconnected from games, and when they relog in, they tell me its due to virgin media. The people I play with are from all over the UK, so it isn't and isolated incident to where I am.


              So in summary, a slow, unreliable internet connection with rude staff awaits you with virgin media. Seriously I recommend BT who I am with now. They staff are helpful, and I haven't had a single problem with the connection yet. Compared to the fact that virgin always used to say a substation in Redditch (where I live) has been damaged, or a tree fell on the phone lines, i was beginning to think that the trees in redditch weren't held in very well! But no... another lie given to use by Virgin media.


              I would NEVER recommend virgin media, do so at your own risk, and don't believe all these adverts.

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                02.11.2011 07:03
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                Good if the services are working

                Virgin media
                **********
                I have been with virgin media for around four years now.
                There service on the phone has been ok. Although we have had so many problems with the actual services them. The phone line has gone down many times this is due to the manhole where the actual cables run into. Every time it used to rain the phone line would crackle. This was due to the rain getting into the connection box.
                This was finally fixed after about a year and was fine for about a year. Then we found nearly every time a service engineer came out to the manhole to do some work our line would go dead. We would call virgin up and they would tell us that we would have to wait for the next available engineer to come out. This would usually be around two to three days without having a phone line! They would also insist that we would have to wait in every time which got very frustrating.

                Broadband
                *********
                Our next problems started with the broadband. This would keep turning itself off because there is a problem with the cable that they installed under the garden. They sent another engineer out who told us that he would try to fix it. This was never done. We were told again that we would have to wait for another engineer to come out who would look at the problem and that he may have to come back once again with someone else after that visit.
                By the end of all this I have decided to leave virgin. We have given them so many chances and spent so many hours on the phone to them.
                Saying this, when we first had the broadband installed it was fast.

                The staff were always polite but we were passed from one department to another.
                If the services that we were paying for worked properly I'm sure we would have stayed with them. But there are however cheaper options.

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                  04.10.2011 22:47
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                  Okay overall although there have been a few blips.

                  Firstly, I must say that it wasn't my choice to sign up to a Virgin Media contract. The tenants who had lived in my house previously had been customers of VM and as they had already set up the phone line and internet to come to the house via a cable connection, BT informed me that it was going to cost me £127.99 to get the line changed back to BT. As someone on a low income, I couldn't afford to pay this amount of money out so the only feasible option was to stick with VM.

                  At first, I must say that I was very impressed with the service that was provided. I set everything up online and went through a cashback website which promised £90 if I set up a contract with VM. I opted to pay by DD as this was the cheapest option and went for the simple Medium package which included, line rental, some free weekend calls to landlines and of course, broadband. This package cost around £25 per month, however I could have added a basic television package for a few pounds extra but as I don't currently own a television, I thought this to be a waste of money.

                  After setting up the contract online, I was really happy to learn that the start-up kit arrived by courier the very next day, which meant that I could get started and use the service almost immediately. Inside the start-up kit was router, power cable, ethernet cable, co-axial cable, splitter etc. and the start-up for the internet was fairly straightforward and easy to follow as Virgin Media had already been installed in the house. However for some reason, I was unable to set up the telephone connection but after a quick call to Customer Services, an appoitnment was organised for an engineer to come and install this for me. This appointment was booked at a time which was convenient for me and the installation was handled very quickly by the engineer.

                  My only one gripe at this point was that a set-top television box and remote control had also been included in the set-up kit, which meant that I then had to contact VM to confirm that I had not opted for a package which included the television service. I was told by a member of staff that this was standard practice and had been sent to me in case I wanted to add on the television service at some point in the future, however I was assured that I would under no circumstances by charged the extra few pounds for the television service.

                  So the first month passed and we were happy with the service. We just used the telephone line for incoming calls and mostly used the service for internet, which seemed to work fine on the most part. Then after going through my bank statement, I noticed that the second month's payment had been taken but this time around £29 had been debited from my account. I immediately called VM to question why this had amount had been taken this time and was told that it was for a package which included, line rental, weekend calls, internet AND television. I quickly explained that I had never wanted the television package and was told that because I had a set-top box, I was getting charged for the full amount. This obviously angered me as I had taken the time to call VM when I first received this and was told explicitly that me owning this piece of equipment but not using it would make no difference to the amount I was charged. The telephone operator told me that this was incorrect and that they would arrange for someone to collect the set-top box from me the next day. I was also told that I would be refunded for the extra charge on next month's bill.

                  When after a month had passed, I had been refunded for the extra amount and still no one had called to collect tne television box, I decided not to waste my time calling about the problem again. A few months passed and all was fine (except for a few minor blips with the internet connection at certain times but nothing out of the ordinary) until I checked my bank statement in the new year and noticed that this month, I had been charged £29 YET AGAIN. I immediately contacted VM and was transferred to about 3 different people before I lost my temper and informed the operator that I wanted to make a complaint. I was then immediately transferred to a very helpful lady who apologised profusely for the problems that I had experienced and even informed me that there were several notes on my customer record which clearly stated when I had called regarding this problem and what had been agreed with the operator who handled my call. Apparently, one note even stated that I had informed the operator I spoke to orignally that I did not even own a television and therefore didn't require the box!The person who took my call on this occasion was completely different to the people I had spoken to previously. She was sympathetic and apologetic and handled my complaint faultlessly. I was refunded the money the next month and since then there have been no further problems.

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                    12.09.2011 13:40

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                    When sign up online Virgin Media promises half price for 6 month but you never get it. The speed of broadband - it is good if the speed up to 5mb even has to be up to 20mb. Conection is very poor and discontinuous. Unlimited download is limited because they restrict your usage between 9am and 9pm. So if you active user between this time the Virgin Media broadband is not for you because then you would receive the letter of "Detrimental use of your broadband connection" and then if you still active user between 9am and 9pm they would suspend you for 10 days.

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                    17.04.2011 22:31
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                    Avoid like the plague, money grabbing fancy dans!

                    Whilst technically not stopping you from downloading as much as you want, Virgin Media's Fibre Optic broadband service will NOT make it easy for you to do this if you download a certain amount of data between the hours of 9am and 3pm and 4pm to 9pm. So, basically, all day then!!

                    What Virgin say is that over a 10mbps connection, if you download 1.5GB of data between 9am and 3pm, or 3GB of data between 4pm to 9pm (their so-called peak times) they'll apply "traffic Management" to your line.
                    This translates as a drip feeding of bandwith equivalent to a 75% reduction in line speed, massive latency and huge ping/packet loss statistics. Basically a hideously slower connection and a more unstable one to boot. And get this, this traffic management lasts for 5 HOURS!! regardless of whether you've exceeded their "fair usage" 1 minute into the timezone or 1 minute before the timezone ends.

                    If you are a file sharer/gamer or even a casual BBC Iplayer viewer this is Internet Death of the worst kind!
                    Here's a few basic stats - Average BBC Iplayer file size (750MB-1GB, standard resolution) HD (2.5GB+), and bare in mind these shows run from 30mins to 1hr30 usually, so it'll take next to no time to hit their stupid limits and cut your speed and line stability for 5hrs.

                    I have vociferously complained to them that this is uncompetitive, and also exceptionally unfair given that their 50MB line customers get no traffic management applied to them at any time, regardless of how much they use. In my opinion Virgin uses the lower price payers as subsidisers for their higher priced customers. I don't believe their network can sustain the speeds and traffic on it, therefore they deliberately offer a cheap tariff to customers knowing that they can at anytime give them a useless service in order to supply higher rate payers with a solid one.

                    Booooooooooooo! If I could give them 0 stars I would!

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                      06.02.2011 17:05
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                      Bad customer service but it doesn't stop me going with Virgin Media!

                      First of all I should say that I'm not a big complainer and that I really do think Virgin is a great brand. I think I pretty much keep them in business with my Virgin Active gym membership, Virgin Media television and broadband, Virgin phone and use of their trains every other weekend to take me to Manchester City games! I also did an 'around the world' trip with Virgin Atlantic when I did a gap year after uni.

                      We subscribe to a package that includes the quickest broadband internet, the 'large' Virgin TV package and a phone line which provides free calls in the evenings and at weekends.
                      I'm very happy with all of the other Virgin services and also the rest of the media package, but recently my phone line went down and I wanted to review my experience of the Virgin Media customer service.

                      The problem...

                      I noticed a few months ago that my phone wasn't working. The phone would ring when people were trying to call us but when we answered it, the line either went dead or made a beeping noise. We couldn't call out as there was no dialling tone. We tried another phone to check we didn't have a dud phone but we found that the problem was with the Virgin phone line.

                      Contacting customer service...

                      It took me about a week to bother calling them. Without the use of a landline to call their 150 customer service, I had to use my mobile to ring an expensive 0845 number so I really wanted to put off the inevitable long phone call! When I did call up after work one evening, I spent about 10 minutes pressing button after button (Press 1 for help with your broadband, press 2 for your telephone...) to be told that the technical support office was closed! Could they not have told me that at the start rather than wasting 10 minutes of my life listening to that annoying woman's voice and spending over £5 on the call? I was really angry but luckily my Domino's pizza turned up to take my mind off things.

                      I tried again the next day and after the 10 minutes of button pressing I finally got through to someone. In fairness the man at the call centre was very friendly and kind, but clearly had no idea what the issue was. He tried to refer me back to the website and asked me if the phone was plugged into any other devices and whether they were working. I realise he has to ask these questions but of course I had checked everything I could already and read all the information from the website. There was a definite language barrier between us which meant the phone call took much longer than I would have hoped and he finally decided that he would call out an engineer to come to our house and fix it. They only have half day slots and you can't request a particular time which I know is quite standard, but it's annoying as both my partner and I work full time and have a long journey to work. I managed to book an afternoon slot for a day next week and my partner came back from work at lunch to wait in for the engineer. It got to 7pm (the latest time) and noone had been. We were really angry but couldn't contact them because the technical support line closes at 7pm.

                      I rang back really angry the next day and after 10 minutes of pressing buttons I managed to get through again. I expressed my annoyance at the engineer not turning up and the man on the phone told me that he had actually just been in the area checking the signal/phone lines to make sure everything was in order - he was never going to come to the house. Strange when I'd arranged a time to be home with his colleague. We then arranged a new time - an afternoon slot for the same time next week. However there were language barriers again and at the end of the phone call I didn't feel confident that the man had understood me or that the engineer would turn up at the right time/place.

                      Cut to the same time next week. Alex gets home from work for 1pm again and waits in the house. By 5pm still nothing so I call to make sure they are on their way. I'm getting better at getting through to them now so only 6 minutes of button pressing and I decide to go through to the complaints line instead... Success! The man on the other end of the phone picks up very quickly and is a Geordie in their Newcastle call centre. I explain the situation and they tell me that what they have down in their diary is the MORNING session! Arrghhh! However, I had no phone call or note to say someone had been so I don't think anyone did turn up that morning anyway. I tell them that there is someone in the house all evening and that if they can do anything that evening we would be very grateful. The man is really apologetic and tells me that he will try and get an engineer out between 6-7pm that evening. I'm very pleased with this especially as one and two weeks earlier I was told the call out times were blocks of 6 hours and you couldn't specify a time!

                      7pm that evening. You'll never guess what happened...no-one turned up! I couldn't even be bothered ringing. I decided I could live without a phone.

                      The good news...

                      Anyway, I'll end this story by telling you some good news. The following weekend on Saturday morning the doorbell rings and a guy from Virgin is at the door ready to fix our broken phone line! He wasn't invited, we didn't know he was coming but luckily we were in! And the phone is now fixed! Wooo!

                      Overall...

                      I find Virgin a really reliable brand. As I mentioned I am a big fan of Virgin Active gyms. My membership (which is very reasonable for cost in London) extends to most other Virgin gyms so I can pick and choose which I go to. My flights with them have always been very nice and I'm happy with most other services. However the Virgin Media customer service leaves a lot to be desired and with the absence of a home phone line, it has cost me more than a small amount of money! If I could be bothered ringing them up again, I'd ask them to refund me the money I've wasted trying to get through to them, but nothing is worth that hassle!

                      I'm giving the service 2/5 - bad customer service but a decent package.

                      -----

                      I actually wrote this three months ago but thought it sounded too much like rant so never bothered posting it. However, after experiencing further problems since I thought that I would! I now have a ringtone when I pick up the phone but after 4 minutes the phone cuts out and there is a constant crackling noise in the background when I make a call. I assumed it was the phone itself but after trying another one in the socket, it is definitely the phoneline! I hardly ever use the phone line so I'm just going to deal with it!

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                        04.01.2011 17:50
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                        Probably useful to a low media user but terrible for high-end usage!

                        My attention was first drawn to Virginmedia by their ability to provide internet without a telephone line. This was the deciding feature for me as installing a landline in my rented house was by no means a cost-effective solution! I opted for the 'XL' TV package comprising of 160 channels and the 'superfast' 20mb cable broadband package - smooth sailing so far...

                        Installation -

                        Installation was fine. The engineer arrived promptly in the pre-designated 2 hour window and the whole process took about 40 minutes. No mess, no fuss and was given a 5 minute walk through of the services. Once finished I had full access to everything I'd signed up for - including the internet.

                        TV -

                        The telly is unfortunately the best part of the package! All the channels you need - including Sky 1 for the 24/Lost/House freaks amongst us - and even the 3 ESPN channels. Sky Sports costs more - I was quoted an extra £18.50/month for the four extra channels based on my package... maybe that's why clubs can afford to pay players £150k a week now?

                        There is a extensive anytime service with plenty of complete series available to view, enough to keep you occupied for months if not years. You can also watch anything on BBC iPlayer - which I found a very useful feature.

                        Broadband -

                        Here's where it gets ugly....

                        Broadband started off ok - I was warned speeds maybe intermittent for the first 10 days so I put down any broken pages down to my router warming up. The speed was amazing - at some points I was getting 11mb/sec download speed on torrents! However speed isn't everything - when downloading torrents I couldn't access webpages - very frustrating when there were three users sharing the connection! Also, streaming was impossible - forget Youtube or iPlayer. The average ping rate (courtesy of pingtest.net) was about 450ms. After a bit of googling (at work as it wouldn't work at home!) I found this to be a common complaint of Virginmedia customers - great download speeds but very poor upload rates. Several calls to customer services later and I decided to cancel my contract (thankfully they offered a 28 day no questions satisfactory guarantee!). A customer service agent also 'suggested' I was being traffic managed (i.e. restricted!). I don't see the point in advertising 20mb/sec download speeds if they don't let you use it!


                        Customer service -

                        Friendly and helpful to an extent. They're based in the UK which I believe means they actually value their customers, although were unable to provide a solution to my internet problems. My other complaint is that when I called to cancel, the operator tried to sell me a more expensive package - rather arrogant I thought!


                        Cost -

                        Installation/box/router were all free - bonus! My package came to £58.50/month for 20mb internet and 160 TV channels - on the expensive side I thought. There are so many combinations of packaged pricing I shan't go into them in detail, but they seem to be in line with the market when it comes to internet/TV. I do think they have too many new customer offers though - they seem to change daily and 4 days after taking out my contract they started offering 50% off subscription fees for 6 months which was a bitter pill!


                        I'm with Sky now - after the initial outlay for the phone line I have a Sky+ HD box, Sky Sports & Internet for a fiver more than my Virginmedia package... much better!

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                          11.12.2010 21:49
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                          Unbeatable broadband speed

                          Fastest Broadband, TV, Home Phone, Mobile Phone, Mobile Internet all with great courteous service.

                          I switched to a Virgin package as I was fed up with a mediocre broadband service down the old fashioned copper wires. The endless array of broadband providers all promise the earth but in all the sales spiel seem to conveniently ignore the physical limitations of your local BT telephone exchange. So despite their protestations I tell them, no, 10Mb broadband is physically impossible where I live, however good your introductory offer is. So hence my switch to Virgin.

                          My Virgin 10Mb broadband connection now gives me effectively instantaneous web browsing, the pages flick up almost before you finish clicking a link, no getting cut off, no "hanging". I'm very pleased. I have no requirement for downloading massive video files or music, but for my casual internet browsing and emailing occasional large files it is perfect. The fibre optic cables run down the pavement outside the house to a box about fifty feet from our front door and from there the cable has been run round to where we requested it.

                          The twin black cables were neatly pinned down the garden fence and up and round the edge of the house. The first stop is into a connection box for the TV, so that is in our front room. The cable then comes back out the wall, round to the side of the house and into the hall where we requested the main phone socket, out and round the back of the house and into another connection socket where we wanted the internet connection.

                          This was a long morning's work for Virgin but it all counted as a standard connection, which with the offer we accepted was free, or at least included.

                          Broadband Package - came with a free modem and wireless router and a usb dongle. This was all set up and tested for us on both our desktop and laptop. My 10Mb speed is called the "L" package and testing the connection on Speedtest.net I really am getting it.

                          Broadband cable emerging from the box is a very stout white co-axial cable that is connected to the small Virgin branded modem. This has to be plugged in to the mains via a all-in-one plug transformer but can be placed anywhere. A wire from this goes to the router, which also has to be plugged in unfortunately, and this needs to be placed to give you a decent wireless signal around the house. The wire provided to connect the two is a metre or so long. The D-Link DIR615 router offers up four direct ethernet connections if you want to plus straight into the back of a computer or you can just use it entirely wirelessly. To save cables I use it all wirelessly and with the desktop within fifteen feet of the router there is no difference in broadband and network speed between wireless or wired connection. The usb D-Link DWA140 dongle works perfectly. - Full price is £12.75 /mo though I am getting it for £6.25 for six months.

                          Phone Package - we went for the basic "M" package that gives us free weekend calls. Note that the free calls are actually between midnight Friday to midnight Sunday, rather than from Friday early evening. One bonus is that included in the free calls are calls to Virgin mobiles, So as we are a family all with Virgin this is a bit of a bonus. If you can also establish which of your friends are also on Virgin then there could be some savings to be made here. Virgin line rental is £12.74 /month, again getting half price for six months. One downside is you don't get free 0845 and 0870 calls and you have to pay £2.05 extra per month for caller display.

                          TV Package - we opted for the "XL" package because we wanted all the documentary channels in high definition. There are actually 17 HD channels on offer but in my opinion they are all drivel except BBC HD, BBC1, Discovery and National Geographic and very occasional occasionally ITV1 and Channel 4 & 5. For the bonus of the superb, enhanced picture quality on these channels, I had to take the top TV package. Pricey I know but a good program in HD is a pleasure to watch and makes the non-HD pictures look pretty ropey. To all the cynics I can assure you that you really do get photographic quality TV. Full price is £23.50 /month again getting it half price for six months. The HD box was free and there was no connection charge.

                          Virgin Mobile - As an unexpected bonus we discovered that as Virgin mobile users we could switch all the family to the "Virgin Media" package rather than the standard "Virgin Package". This just required each member of the family to phone up and request that their phone number is registered under the new home package. All phone accounts keep their independence ie same numbers, still get their own bills, still same payment arrangements, no change to package or cost - it just means that we all now get free Virgin to Virgin calls at all times, ie the minutes don't get lobbed off your minutes package. Also all free texting.

                          Virgin Mobile Internet - You can also request a dongle to stick in any usb port of any pc wherever you are. This is reduced to £8 per month with an 18month commitment and includes the dongle and 1Gb usage per month which should be adequate for average use. Mobile internet with a dongle will only be as good as the Virgin signal, but if you get good mobile phone connection you'll get good internet connection. The speed of the internet wherever we have tested this is superb. For those on the go this is a great add-on to your Virgin Media package. When we rang up for one they offered one at £5 /month, so can't complain.

                          Virgin Mobile Deals - As a Virgin customer they offer reduced price phones and packages - worth investigating.

                          Recommend Virgin - if a friend takes up a Virgin Media TV, Broadband, Home Phone package you can earn up to £30 per successful connection.

                          Ways to Pay - You pay for your Broadband. TV, Home Phone Package by direct debit to Virgin Media. Your Virgin Mobile package is paid to Virgin Mobile on a separate direct debit. Any dongle is paid by separate direct debit.

                          Note that if you pay for your mobile with top-ups bought from the shops either at the till or with your top-up card you will earn Virgin Rewards. You won't earn thee if you pay by direct debit. These rewards are worthwhile - for every £100 top you earn £10, these can be used against the purchase of your next phone bought directly from Virgin - just another bonus.

                          Overall I think Virgin have come up trumps - fair deals, good service, easy switchover from your current provider. Overall I have a hefty price package but it's great to be free of those dreaded and restrictive copper wires.

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                            18.11.2010 17:46

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                            Great service over all but equipments needs to be upgraded

                            After moving house and having many problems transferring my phone line, I transferred all my services to Virgin Media.

                            I took advantage of a free Virgin plus box, free connection and half price line rental for 3 months.
                            My package was the TV XL with free TV choice and on demand music; 10MB unlimited download internet and a telephone line.

                            A few days after I ordered the service, 2 engineers turned up to prepare my home for Virgin; they did not need to come into the house and were polite enough. The day of the install an engineer came and installed all the equipment, plugged everything in and even gave us a demonstration on all the features.

                            After a few days the TV was great we had all the channels you could imagine and there was always something to watch with the on demand TV and music, but the transition between the menus are slow and sometimes the box freezes and has to be reset which can take 5 minutes.

                            We have experienced a number of problems with the recording too and have missed programs or they have not record all the show.

                            The telephone line and internet are fantastic, after having extremely slow internet on a telephone line this is like a dream, never had any problems and the service is always running.

                            Great ideas but I think they now need to invest in better equipments

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                            03.11.2010 20:24
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                            A great reliable package

                            Having moved into our first togethor last year there was the dilema as to which company to go for for phone, TV, internet etc. My parents are a Virgin Media customer and at the time they were offering a recommend a friend option which was a very good deal. If my dad recommended us and we joined both parties would get £25 off their bill (if I remember correctly). So we went with this.

                            My partner set it up and experienced no problems in doing so. We orginally went for the large package. We moved in not long before xmas so they couldnt come before xmas so an appointment was booked on the 4th January PM. This meant just an afternoon off work. The engineer cam bang on, if not a couple of minutes early, for the estimated time of 1pm which I was very impressed with. He was friendy, polite and professional and went about his work. I pointed him as to where we would require the phone line and internet cables and he managed to do everything just as we wanted, even climbing up onto our flat roof. Once completed he showed me how to use everything and explained it all to me.

                            Firstly I will start with the TV. I think this is great, so great that we upgraded to the extra large package (about £50 a month). I love all aspects of it. We can pause and rewind tv, we have catch up tv, we have tv and music on demand, all free in the extra large package. We also have the ability to records about 70 hours of TV which beleive it or not we have filled before now! You can set to record a whole series and it will record up to 2 programs at the same time why you watch a 3rd. The box itself has never broke and we have never had to call an engineer or customer service. The only time we haev ever had a problem is if we have had a localised power cut and you then have to wait for it to reboot once the power is back on, this did take over an hour once. All details on this are in the instruction manual so we didnt need to call.

                            With regards to the internet we have never had a slow connection online. You can get some great additional bonuses like 60 free photos a month for the first 6 months. However, this is where a but to all this comes in, I would not recomend their security software. When we added this (which is free of charge) it slowed our computer down tremendously and it would take ages to boot up. When then couldn't load any photos or files onto our computer from a USB source or memory card. We got my dad to look at the computer as we thought the computer had broke and he suggested we take of the security, once we did all worked fine again, so I wouldn't bother with the hassle we had with this. We do have wireless router, also free, but i must confess we still haven't set this up. I find the email accounts with virgin very easy to use.

                            I'm afraid I can't day to much on the phone as we rarely use it, tending to stick to our mobiles instead. What I would say though is to check out what mobile deals you can get with virgin as a virgin customer - we were offered a blackberry with unlimited web access, 300 minutes and 300 texts for just £15 a month which an amazing deal! Shame we have a year left on our current packages but I will def be looking to swap when I can as i currently pay £25 and get no internet and a basic model phone.

                            Overall we have been very impressed with the virgin package and the customer service we have received so far. It is alot better than BT Vision which my partners parents have which constantly crashed (both intenet and TV) and I have heard poor reviews on Sky from my friends who have this.

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                          • Product Details

                            The company deals with broadband internet, digital tv, mobile and landline telecommunications.