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Virgin Media Features

How do I switch my broadband to Virgin Media?

Switching your broadband provider is a less painful exercise than it used to be. Before you begin the process, it's definitely worth making sure that you're outside of your contract tie-in with your current broadband provider. If you aren't then you will face a financial penalty and will probably be required to pay for each month that you have left on your contract. If you would like to switch to Virgin Media broadband and your contract has ended, you can go ahead and place your order with Virgin Media. If you don't already have Virgin fibre cable going to your property, an Engineer appointment will be arranged for it's installation (if you are unsure about the disruption that installation will cause, you can arrange a pre-installation visit from an Engineer). We recommend that you wait to cancel your services with your current provider until your Virgin Media appointment has been made. If you're ready to start looking for a Virgin Media broadband deal, just enter your postcode into our Virgin Media broadband calculator above to see which Virgin Media broadband deals are available in your area. Or, for results that include deals from all major providers, use the calculator at the top of this page

Can I keep my telephone number if I switch to Virgin Media broadband?

The simple answer is YES! As long as you're not moving house away from your current telephone exchange. The telecoms regulator Ofcom clearly stipulate that if you have not moved, your old provider must allow your number to be transferred.

How long will it take to switch my broadband provider to Virgin Media?

If you and your property are new to Virgin Media, you can expect to be offered an engineer visit for fibre cable installation within approximately 14 days of placing your order. It may take longer if Virgin Media have to seek permission from the owners of other properties effected by the installation, for example in the case of shared access. If your property already has Virgin Media fibre cable, you could be eligible for their Quickstart service, which could see you up and running within as little as 4 days.

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Virgin Media Pro's & Con's

Here's what we think of Virgin Media

Virgin Media Pro's

  • No phone line required
  • No satellite dish required for tv
  • All services can be installed during the same engineer visit

Virgin Media Con's

  • Installation and activation fees may apply
  • Some digging may be necessary to get the fibre cable to your property
  • Some drilling into the property may be necessary

Can I get Virgin Media broadband without a phone line?

With any standard (i.e. ADSL) broadband connection the broadband is sent down the copper phone line. Even if you have Superfast fibre broadband the last part of the connection from the telephone exchange to your property still requires the phone line. Virgin Media is the only broadband provider in the UK who can deliver fixed line broadband without a phone line. This is because Virgin don’t use BT’s infrastructure. Instead, they use their own fibre-optic network. Virgin broadband is not available to all properties in the UK but, if you are in a city or built up area, you are more likely to have the option of getting broadband without a phone line.

Will there be any loss of service if I switch to Virgin Media broadband?

If you are switching to Virgin Media, it is advisable to co-ordinate cancellation of services with your current provider with the activation of your Virgin Media package, allowing a small overlap to minimise loss of service. Before ordering Virgin Media broadband, please check the cancellation notice required by your current provider.

Do I need a MAC code to switch to Virgin Media broadband?

In June 2015 Ofcom made it easier for consumers to switch their phone or broadband supplier. You no longer need to contact your current provider for a MAC code (Migration Authorisation Code). The switching process is entirely handled by your new supplier (Virgin Media). This helps to avoid lengthy phone calls to your old provider.

 
 

Virgin Media Broadband, TV & Home Phone Reviews

The good the bad and the ugly. Read honest reviews from Virgin Media broadband customers.

1.1 out of 5 from 170 reviews
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Reviews (166)
Alex
Shockingly bad customer service!
4 days ago.
Review
I have signed up for a one year Broadband contract with Virgin Media from 2017 September to 2018 September. At the end of August 2018 I have called Virgin Media to confirm that I will not be renewing my contract and enquired on how I can return the router. I got told that I will be receiving a package which contains a return bag which I can either mail the router with or drop it off at the nearest Virgin Media shop (I made sure to give them my new address as I have moved). It is now October and I have not received anything! Moreover I just got a call from collections regarding a bill I owe for September and October, even though I have let Virgin Media know that I won't be renewing my contract! They did not even do the changes to my account!
The 7th time I called customer service to solve this I told the guy "This is the 7th time I am calling and this is still not solved - this is not good customer service" just to be told "Sir, that is your opinion", need I say more? Goodbye Virgin, you have lost a good and loyal client.
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0 people found the following review helpful
Mike Peterson
Awful service. Avoid.
11 days ago.
Review
We decided to leave Virgin Media when they stopped two TV channels that we watch regularly and at the same time put the price up by £3.54 a month, making our payments exceed £100 a month. I found an alternative (local, and £50.00 a month cheaper) and phoned Virgin to cancel. It took them 35 minutes for a human being to answer, and another ten minutes for me to be connected to the correct person. The person I got must have got out of bed the wrong side. I informed her how long I had been waiting. She said she was not interested in that. She was rude and was as unhelpful as she could be. I stressed when I spoke to her that I wanted my telephone number ported over to my new provider.

My new internet provider contacted me to say that they couldn’t port my number over because I hadn’t told Virgin I wanted that done, despite the fact that I had made it crystal clear to the advisor that that was what I wanted. This necessitated another phone call and another 45-minute wait. The person I got this time assured me that my number would be ported over.

The next day I got an e-mail welcoming me to my new Virgin phone service. If it wasn’t so serious it would be laughable. Not wanting to have to wait another 45 minutes before speaking to an unhelpful telephone ‘advisor’, I wrote a letter. I got a fairly prompt reply assuring me that all was in hand. They stated that they had tried to contact me by phone. It turned out that three silent phone calls received and interpreted as nuisance calls were actually from them.

In a subsequent phone call, that wasn’t silent, I was assured that I would get a refund of £62.84 that was overpaid because my contract ended half way through a payment period. My contract ended on 25th August. It is now 5th October and I am still waiting.

The impression I get from this awful experience is that Virgin Media make it as difficult as possible to cancel their services. As a result, I have cancelled all other Virgin services I use, even Virgin Wines. There are plenty of other services I can use.
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1 people found the following review helpful
Hilda
Poor general services
12 days ago.
Review
Virgin has the worst tv, broadband and landlines service....it's customer service is so bad with half of its staff not trying to solve problems but quickly willing to transfer calls to the next staff worse than the first. Customer service staff also do disconnect call's on the customer. I have also been given two consecutive huge bills apparently from a landline I have never connected physically and lastly being forced to pay £45 for a technician to help me connect my new smart tv to virgin services; when I tried to reason out, I was disconnected on twice. Call again and in 30 minutes I had talked to 9 staff members from across departments...shocking customer service.... i decided to disconnect my services after talking to a 10th member is staff who did not even seem bothered that virgin was losing yer another customer. Good riddance after being a customer for one year paying the full £47 per month for a landline that was never used at my house and network that was never connected to my TV. ...wrong in modern technology times...shame even
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0 people found the following review helpful
Ivan Jacoby
Awful
12 days ago.
Review
High price when all the hidden extras are put in. Unscheduled price rises, very variable speed sometimes as low as 5Mb/sec. Unreliable at peak times. Difficult to phone - no number on the website and when you do phone them the agents are patronising and unhelpful.
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1 people found the following review helpful
Annie
Virgin Media
15 days ago.
Review
Don't ever sign up to virgin media !! Their customer service is appalling-you will be kept hanging on the phone for over an hour listening to how fabulous they are -& then either be told you're through to the wrong department or hung up on. Worst customer experience I've ever had.
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0 people found the following review helpful
Maggie
Customer service (phone)
17 days ago.
Review
Been without my landline for 6 days, came out once repaired it from box out side said it was the cold weather, what cold weather load of rubbish, now it's gone off again and can't come for 4 days so no phone, but we are paying for a service we aren't receiving, customer service is terrible tried 3 times today to get through on the phone for 30 minutes each time before they answer then when they do you can't understand a word they'll say, he then tried to blame me for the fault with the phone when's we know it's the line as 30 house's by us are without their phone, virgin we know your equipment is 30 years old and needs replacing so just replace it.
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1 people found the following review helpful
Mark Smith
How Alarming!
18 days ago.
Review
In Great Wyrley/Cheslyn Hay and the surrounding area of Staffordshire, there has been a lot of disruption with the installation in the roads and footpaths that have near completion. We had a visit from a Virgin media representative with optional pricing.
Thankfully, after searching on the internet of trusted customer reviews, I have concluded that I will most definitely NOT be sucked-in to signing up to any sort of contract with them, so Virgin as far as I am concerned have wasted their own funds installing the facility up to the edge of my property ready for connection.
They really ought to get their act together and start to treat their disgruntled customers properly, of course I am very grateful for those customer reviews.
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2 people found the following review helpful
Liz
Rubbish service
21 days ago.
Review
We have been with Virgin for over 20 years. These past few months the internet has been terrible!! I rang to cancel both phone line and internet. After a month only the internet had been stopped. Phoned to ask why and was passed from person to person, having to explain the whole situation to each person I spoke to-so frustrating!! In the end a lady, who I think was called Carol, promised to phone back after 4pm the next day, after she had listened to the original phone conversation a month earlier. She never called!! I have tried many times to phone customer services but cannot get through! Has my mobile number been blocked I wonder?
WOULD NOT RECOMMEND Virgin TO ANYONE! Still left with a phone line I don’t want.
I would not use Virgin again if they gave their service for FREE!!
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1 people found the following review helpful
Pete
Bad service bad attitude
25 days ago.
Review
Been with virgin 20 years, service is only given to new customer only. Everyone else gets shafted. Would not recommend to anyone. Had bad internet for two years got told my fault for not reporting it every week got told by engineer that's as good as it gets then resent noticed box inside house was 20 years old is this my fault.
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2 people found the following review helpful
Ed
Useless Customer Service and Dishonest Business Practices
27 days ago.
Review
Kevin Sullivan of Virgin Media was supercilious, patronising and entirely unhelpful.
Virgin Media cancelled my direct debit without informing me. I was not late on payments, I did not have a bounced payment and neither I nor my bank cancelled it. They ultimately accepted that they had cancelled the direct debit.
Then they levied late payment charges on me because I missed a bill payment, and said they would not cancel it as I have a responsibility to check all my bills and ensure the direct debits go out on time. I explained that no one has time to check every bill and confirm it against direct debits, in the same way that no one has time to read every term and condition before they sign up to anything. He agreed but still refused to cancel the late charges.
If anyone had told me they were cancelling the direct debit (in any form of communication) I would have set up a new one.
They have no idea how to retain customer goodwill. This ie explained by their 0.7/10 rating on TrustPilot.
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1 people found the following review helpful
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