News & Insight

Virgin Media customers see red over broadband speeds

Max White

In some areas customers are receiving just 3% of the speeds they should be

A BBC Watchdog investigation has found that Virgin Media customers in some areas are receiving just 3% of the speeds they were promised at the point of sale.

Over-selling has led to over-utilisation, straining bandwidth and resulting in slow speeds. Virgin Media is yet to confirm the exact number of customers affected but the issue is said to be UK-wide.

Red in the face

With world record holder Usain Bolt as the face of billion pound campaigns like #BeTheFastest, you ought to be exactly that – fast. Instead, Virgin Media says it is “disappointed” that it “fell short” of its own high standards on broadband speeds.

Chief executive Tom Mockridge said: "We apologise for the inconvenience to these customers and have resolved the issues they raised.

"All of our sales agents have been re-briefed on the company's sales policy, and we are providing additional training to ensure everyone complies with it."

Despite paying for speeds of about 200Mbps, customers told BBC Watchdog that they could barely stream video, listen to music or download games.

Honest, reliable speeds

We pride ourselves on being upfront about the speeds you can expect from us. Use our online Speed Checker to check the speed of your business broadband now.