Forum Discussion

rahaenor's avatar
rahaenor
Settling in
2 months ago

Frustrating Experience — Stay Away from Virgin Media

I’ve had a truly disappointing experience with Virgin Media. The internet drops 5–6 times a day, making reliable work or streaming impossible. Over the last 8 months, there have been nearly 10 separate outages in my area, and each time it takes a week for them to resolve the issue — if they even do.

Right now, I don’t have internet at all.

Even worse, I can’t leave. Why? Because cancelling early comes with a £1,350 disconnection fee — imagine having to pay to escape a service you’re not receiving. It’s baffling and unfair.

Virgin Media locks you in, charges premium rates, and consistently fails to deliver. Based on my experience, I strongly advise against joining Virgin Media. Poor service, unreliable connection, and no accountability.

2 Replies

  • Cardiffman282's avatar
    Cardiffman282
    Community elder
    2 months ago

    I suggest you start a BQM to further monitor your connection over time and to document the outages https://www.thinkbroadband.com/broadband/monitoring/quality

    Then raise a formal written complaint stating that the reliability and stability of your connection is not fit for purpose and providing the BQM evidence. 

    This would be with a view to escalating to the Ombudsman and leaving without an EDF. 

  • Robert_P's avatar
    Robert_P
    Icon for Forum Team rankForum Team
    2 months ago

    Hello rahaenor

     

    Sorry to hear of the broadband issues experienced although we do appreciate you taking the time to post your feedback and experience via the forums. Welcome to the community.

     

    Our Auto Compensation Policy for complete loss of service over 48 hours can be found here as agreed with our regulators. We have these tips available to help with broadband issues:

     

    When running a speed test we would always recommend running this via a wired connection This can be completed using an ethernet cable via a PC or laptop and will allow us to see the speeds available at the Hub.

     

    We do have the Connect App  that will allow you to scan your property to optimise the wireless network and if needed order pod's. Depending on your package these may be free but any package is eligible for these if needed.