Virgin Media Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Virgin Media.

Recent Customer Ratings for Virgin Media

  • Satisfaction
    3.1 stars
  • Customer Service
    3 stars
  • Speed
    3.1 stars
  • Reliability
    3.1 stars

Based on 10690 customer ratings since 2018-07-22 (Show all time ratings)

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Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

3051 Customer Reviews for Virgin Media

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Reviewer Location Reviewing Date Ratings
After years of utter rubbish broadband services and price increases I decided to leave and what a relief the best decision I ever made , when I was with virgin media I was constantly getting losses of services and always getting price increases and whenever I tried to leave VM the VM customer convinced me to always stay stating there services can't be beaten your getting A+ grade service compared to all other suppliers and guess what I joined another broadband supplier and never had any loss of services it just goes to shaw don't trust this evil money grabbing company who don't care about loyal customers
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Keighley Virgin Media  
Worst customer service experience I have ever had. These guys are terrible in dealing with customers. I had no broadband connection for a week ( I was told they are doing some work i the area where I live) and I keep getting intermittent connections. I complained and was told I won’t have to pay for the time I had no service. I have just received a full bill with no discount for the week I had no broadband. I made another complaint and was told someone would get back to me within 48 hours. I have had no response up to now and it’s been a week.

Previously the internet stopped working and I arranged for an engineer. However he didn’t turn up.

I am escalating my complaints to their chief executive and I suggest everyone does the same.

Absolutely disgusting customer service. They don’t even deserve a single star rating. AVOID AVOID AVOID at all costs
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Uk Virgin Media  
the broadband constantly is down or cuts out and you end up having to reset the router more than 2 times a month. they try to lure you in with cheap deals when you talk about cancelling your contract.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    1 star
doe Virgin Media  
I have had issues with virgin media for a while broadband and TV I was miss sold at the point off sale I have asked to speak to a manager and on a number off times been miss informed or been lied to as never got call back been going on for over 3 months. Just today I have called up all I have told them is that there are notes left on account and manager was suppose to call me back on a number off times but failed to call back. First adviser when asking for a manger said to me I've just started my shift and dont give me that attitude. And then put me on hold to get manager and dropped call on me. Second call told adviser read through notes and get manager as I've gone through same issue a number off times. She insisted on hearing it from me even though notes were on there so whilst going through issue. Adviser put me on mute said hello 4 times before adviser came back on call and then said will transfer you through to manager but transferred me to another adviser. That adviser kicked off with me as when explaining to him said I'm through to wrong team. Then was transferred to another adviser back in customer service who said I will need to read through all notes on account and then get manager a put me on mute after a good 10mins cut call on me. Not once tried to call me back very very bad customer service. Will be looking to leave. There customer service everytime is the worst I dont think there is anyone as bad I will be taking this to offcom, Virgin media dont care about one person complaint if everyone starts to complain that's when they will do something about ther customer service
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Nelson Virgin Media  
We have no internet, the customer service is just plain terrible. Will most likely change broadband service
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cambridge Virgin Media  
Virgin media avoid like the plague
Utter total rubbish problem s week after week useless customer service total ripoff will never use again now with bt very good service and much cheaper
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
London Virgin Media  
Very bad speed, very bad customer service experience, appallingly very expensive broadband, not recommended
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Manchester Virgin Media  
Worst company I've ever seen been a customer for nearly 4 years and the service has never been right internet and tv go off constantly which leads to days without service
Numerous complaints and engineer appointments and they still haven't a clue what the problem is and to top if off had my honest comments deleted off their facebook page and banned from commenting as it seems any comments that put them in a bad light disappears
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
UK Virgin Media  
The worst and most expensive broadband company in the UK.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Jones Virgin Media  
Come 9pm the internet is pants. Keeps dropping out every few minutes. Followed the instructions to reboot the router etc and makes no difference. The service is as reliable as a chocolate teapot.
  • Satisfaction
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
Stockport Virgin Media  
Appalling customer service this company has. No manners, no idea of what customer service is, they basically don't care!

Our virgin media services were disconnected in March 2019 and we were expecting a cheque of £42.96. I have been following it up with Virgin Media and was told to wait for 60 days from 24.04.19 as cheque takes 60 days to process.

I called Virgin Media again on 05.07.19 and was told that the cheque was sent to a different address (that we lived at 4 years ago). I was then told to go to that address and get the cheque as this is the address that I had given for any correspondence. I tried to explain that services were not provided at that address but our current address and we no longer live at that address, so cheque should be sent to our current address.

Absolutely no apologies from the customer service representative who said that it is not a mistake but miscommunication and asked me to ring next week to sort it out with another team.

Asked to be put through to a Manager- spoke to Mushtak who repeated the same thing and blamed me for providing wrong correspondence address (which I never had, why would I?). I asked Mushtak how I can complain- he said that he is the Manager and will deal with complaints. Asked him how I can contact his senior Manager- was told that he cant provide details- he is the one who will deal with this. I said to him that I don't want him to deal with this but he still would not give me any information re: escalation process.

Don't understand what is the point of asking all the security information including address on the phone when the cheque is still sent to a previous address.

Absolutely appalled by the the customer service and their attitude towards their customers. Appalled by the complaints procedure as well and the attitude of the Manager towards it.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
London Virgin Media  
Worst company on planet poor service terrible pricing and the customer service is like fighting Tyson with a blindfold on, use anybody but this conpany
England Virgin Media  
Switched to Virgin Fibre Broadband (M100) as it was recently available in our street and our current provider didn't give good enough speeds to allow Amazon Prime to stream (Netflix was fine).

Tests show that we're getting 110Mpbs but the performance is about the same as our previous supplier (maybe a bit worse) and tests on those showed a fraction of the 100Mpbs we're supposedly getting from Virgin Fibre Broadband.

In the 10 or so years we had our previous suppliers (Sky and Vodafone) we hardly had any issues with loss of broadband.

In the 3 months of Virgin Fibre Broadband we had no wifi on four separate occasions.

We'll be switching back to BT/Vodafone/Sky/whoever as soon as we can.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
Manchester Virgin Media  
Been Virgin since it first came out as Telewest. I am now escaping as the Bill's have gone up and up.Now I have my leaving date l get no customer service only one in India. Had a useless young woman yesterday. I'm disabled with limited movement. Yet they expect me to get down and remove all their equipment put it in a box and take to a drop off point. I dont drive.Got a young man from India this morning and sorted it.Now they are trying to lumber me with a great final bill when they cut off before my bill is even due. Priceless ir what.They said I could go back any time I wanted.Even tried to lower my bill.Only did it to stop me going. They have really not tried before only when l am leaving them. They dont all sing from the same hymn sheet. Time they got their staff together and trained them all the same. I agree with many people. They say they can do something for you but it never happens. I a disillusioned ex Virgin customer
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Lancashire Virgin Media  
Honestly the worst broadband company I’ve ever dealt with. Was told the engineer would come between 9-4 to install so we were awake from about 8, and he came half an hour late in a 7 hour window. Then, when the new WiFi was installed we told him we couldn’t get any connections in the bedrooms. He told us this wasn’t his issue because he wasn’t actually from Virgin (yet was in a Virgin van and wearing a uniform??) and then left. Called customer services and had one person tell us we could get free boosters to help get connection upstairs, then another telling us we’d have to pay for the boosters! What’s the point installing the ‘fastest broadband’ if you can only get it in your hall and kitchen?! Their customer service is the worst and the broadband is totally unreliable, honestly just save yourself the stress and use any company but these cowboys!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Belfast Virgin Media  
Unreliable. Frequent outages. Unhelpful customer service. Avoid.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Virgin Media  
Worst nightmare ever interned braking down 40% of all contract length customer service just give you false promises and hopes always mistakes and overcharged.
Feeling like not a appreciated customer but beggar
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Birmingham Virgin Media  
Really bad guys. Since a dispute with this company I have been using a 4G router with PAYG sim with 3 (Three) UK and the service and quality has been better.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Renfrew, Scotland Virgin Media  
Avoid at all costs. Absolutely diabolical WiFi. The WiFi has been down every single down in the month of June, and intermittent in the month of May. When you try to get through to customer services there’s a pre recorded message, saying they are dealing with the problem. When asked about refund, offered £2.67 for a month of no internet.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Catford Virgin Media  
Awful service, consistent connection issues, non existent customer service, inexperienced tech support, avoid like the plague.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol Virgin Media  
Called virgin media to give 30 days notice as I wanted to cancel my contract. The agent I got through to Miwa kept telling me I was failing dpa even though I was giving her the correct details (later accepted by Miwa). Hmmm doesn't quite add up does it. When I got through that charade she asked me why I wanted to cancel so I explained I no longer want their services, she advised that is not valid and would not process my request. I advised I will call back and speak to someone else. Within half an hour after the call my internet went down. I called back to tech support to find out my routers MAC code had been deactivated. Very convenient! At this point i was absolutely fuming. What a bunch of cowboys, to treat a customer that way is despicable. I will be raising a formal complaint against Miwa for the inconvenience caused and the terrible customer service. Surely her actions are against customer service policy and virgins duty of care to customers
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Warrington Virgin Media  
My broadband has been on and off for 10 days now and has now completely stopped for several hours. Virgin just give excuses, keep informing me it's working again, but its not. Really poor customer service.

I could write a small paper on the issues I've had with Virgin Media but simply put, they have the worst customer service I've seen from any company
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    1 star
Edinburgh Virgin Media  
APPALLING SERVICE AND THEY MAKE IT HARD FOR YOU TO LEAVE! We've been without a working telephone line for 6 months now. It started with white noise and since a visit from a Virgin technician is now a load crackle. Subsequent visits have resulted in a realisation that we need a new cable. The technician on the day of this new connection informed me that he couldn't do the job and I'd have to wait a further 6 weeks for council permission to fix a problem further down the street. I cal to leave Virgin and was told I';d have to give 30 days notice, I got put through to another department to action this and waited on the line for 25 minutes. On another call I was informed that one doesn't need to give any prior notice to leave. However the latest is that I can't get compensation if I'm not a Virgin customer so I have to wait until 4th July to leave. I'm not under any illusion that the compensation will be enough. I'd tell you about the appalling 'superfast' broadband service but that will have to wait for the next review.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Manchester Virgin Media  
So many problems with them, first they charge me for something I never been use. My land line was broken so I can’t use it , but I found out about it after couple of months. Always used mobile phone for calls so actually not need land line but that time it was the cheapest option for broadband so I chose it. I talked with service they send 2 x engineers and I get new connections from box to my house. Then I asked for getting my money back for land line calls, coz someone been connected to my line. My mistake was to not check direct debit payments coz I truly believe thats situation not exists to be connected to someone box!! Very big mistake from my side! And Up till now I still waiting for my money back!! I don’t remember with how many people I was talked but only today it was 6 persons and 3 hours on the phone!!! I have all proves they collect money each month instead taken it from my extra credit for mistaking charges! So I hold on payments and what’s happened?? They disconnected my box! Worse service ever I had in my life... thats my scores for big and strong company Virgin media! I want give a 0 points but is no option for it!! Terrible. Now is no point to take broadband coz soon we get 5g speed on phones don’t need anymore land line with unlimited share, you can do whatever you want!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wigan Virgin Media  
Been with virgin media for a couple of years. Promises big broadband speeds. Although very very slow. Takes forever or never able to get through to customer service. Average waiting time through personal experience is 30 minutes plus to speak to someone. Totally dissatisfied.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Daniel Virgin Media  
Admittedly, their broadband is fast and reasonably reliable. However, customer service is appalling. They raised their price for 100 Mb/sec from £36 to £48 per months (including landline rental) without ANY correspondence or offer to object or cancel. Trying to negotiate after 3 years of loyal custom, their best offer at 50 Mb/sec is £41 (£22 with Vodafone for similar package). Obviously, no link on their website to cancel my contract without fuss, and now being held in a queue to their accounts team for an hour, second time in one day (first time they just hung up). Unwilling to call me back or accept cancellation in writing.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    3 stars
Liverpool Virgin Media  
Too bad I can't give 0 stars. Answered the phone to a cold caller and was initially uninterested as I was still in contract. Convinced by the sales man to move from Vodafone due to offers of no activation fee, promise that they would take care of the cancellation of my Vodafone account and pay off my early termination charge. These were not demands made by me but rather offers from the salesman when I said I was happy with my current deal.
None of the above promises were held to, and when I then asked to leave they threw a £250 early termination fee at me. Naturally, I asked to speak to a manager and I was told I would get a call back in 48hrs. It is now 8 days later and 5 more calls to virgin (including another promise that I would get a manager call back that evening) and I'm still yet to speak to anyone of authority.
Don't bother, they're liars who are just after your money.
P. S to make matters worse I was told by one customer service agent "I don't know why they keep telling people things like this when they're not things we offer. This is the third call about this I've had today". So they know full well what they're doing.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Barnsley Virgin Media  
Sick and tired of virgin paid £38 pm for 100 meg was lied to by the salesman saying I could get the same discount in 12 months, they put it up to £59 because they are the only provider who anything above 10 meg in our street, also constantly getting low single figure speeds in the bedroom of a small house and was told I’d have to pay extra for a signal booster avoid virgin like the plague
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Liverpool Virgin Media  
Been with Virgin for 8 months, paid for the 200mbs package and I can say that the first month or two I did reach that speed. Soon after i would only get a maximum of 30-40 and reach minimums of 3mbs. The speed they provide it's not consistent and their claim that they provide the fastest broadband is utter lies.

Secondly, I wanted to transfer my account to my friend, living in the same house, because I had to move somewhere else. When I called I asked for my account to be transferred to my friends' name and they informed me because it's a transfer I won't need to pay the cancellation fee and the whole process will take up to a month during which I will still be paying the internet. 2 days later they've cancelled my account and stopped the service, they've forced me to pay the cancellation fee and won't even get the extra credit for referring a friend because the account is disabled. Even though this is their fault they kept repeating that there are no notes about this transfer and blaming me for this whole deal. I never asked for my account to be cancelled and they just did it because of their incompetence. At the beginning of each call they say they will record the call for training purposes, I even suggested to listen to my conversion but they refused saying they will never do it.

This is the worst customer service I've ever seen, people don't care, and when they make mistakes you, the customer, will pay for it.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham Virgin Media  
My advice to anyone thinking of joining Virgin would be 'stay away!' We have been with Virgin for around 16 years - recently they put our prices up as our contract had finished. I called them up as I saw that new customers were entitled to a package nearly £20 a month cheaper than what Virgin was charging me. We have done this in the past and have always been able to fix in again and negotiate a new price. Was told by a very rude and unhelpful advisor that Virgin no longer offer existing customers a new contract once their old one expires the deal I had seen online was for new customers only and I would have to suck it up unless I wanted to fork out more for a TV package in which case he could offer me a new contract. Asked to make a complaint and he said "there's no point because I will immediately close the complaint down" I insisted I wanted my complaint noted. The rep said he needed to put me on hold he then disconnected me. Shocking service, awful company will be cancelling my services with Virgin and will never return.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Portsmouth Virgin Media  
Moved over from talk talk because of the promise of faster broadband and a better overall performance.
Been a customer for 4months and so far not impressed.
Broadband is constantly going down in my area and it's so slow. It's really frustrating.
I will be changing providers at the end of my contract.
If you are thinking of coming to Virgin, remember that the grass isn't always greener folks.
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
Oldham Virgin Media  
Shocked to find that I cannot contact Virgin Media by email. I tried the online form and it took forever to fill in a long list of required fields which they already know as I'm signed in. Then, to add insult to injury, the whole lot was lost before submission. I'm sick of speaking to them on the phone. Only interested if they can sell something. Looking at alternatives
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    4 stars
Plymouth Virgin Media  
Broadband cuts out regularly.
Started doing it again today so so just spent 1 hour 20 mins on phone to them being bounced around from person to person.
Everytime you go through same security checks as they don't seem to have any continuity between operators.

Eventual solution is there is a fault in the area they'll send someone out but that will take 5-7 days!

No compensation offered.
Cancelling the contract incurs an early termination fee. That can only be waived if the fault reoccurs 3 times in 1 month.
Given that each fault takes 5-7 days to fix, they know that's almost impossible. Basically, they've contractually arranged it so they could leave you without internet for 10-14 days per month and still charge you for cancelling.

Incidentally, i'm in central London. If it takes 5-7 days to fix a fault here, God help anyone who's with them in a rural area!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
London Virgin Media  
We are constantly losing our connection, we never get to watch a complete episode of anything without having to wait for broadband to reconnect. It's such a nightmare. Even worse when we pause something and press play after a while, it's so frustrating when you've worked hard all day and just want to sit and relax with your family.I would definitely give less than 1 star.
Customer service is ok though and they sent out a booster, but no difference was made, 2 of the bedrooms still cant recieve broadband and we've followed all the guides to improve connection. Nothing has helped. Just paying for nothing every month.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Blackpool Virgin Media  
Switched recently from Talk Talk - biggest mistake ever. Broadband is much slower and costs more. In fact it’s so slow, I can’t even do a speedtest. Particularly annoying when trying to work from home. I wish we had objective and accurate information, before switching.
  • Satisfaction
    1 star
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    2 stars
Sw20 Virgin Media  
In parts of the house we can't even get a connection. I contacted virgin a few times after getting it in. Couldn't get a satisfactory answer. So I have just gave up ringing them. Can't wait for my contract to finish
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bt62 1ju Virgin Media  
Completely awful! Stopped my internet 10 days before my actual end of contract date. Have to wait 2 days for a technician when I have deadlines and work to do. The only way I can connect to the internet now is through a pay-as-you-go WiFi spot from BT which works better than my wired connection from Virgin.

Don't use Virgin!
Colchester Virgin Media  
I have now over 5 months with virgin and had problems with the internet every single week... is the worst broadband I had so far
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Harrow Virgin Media  
Worst comoany ever.I had Sky before and I still regret I change them to Virgin Media. I pay for a 100mb/s at the moment, broadband speed keep dropping to 6-8 mb/s in crucial moments. Spoke with Virgin custumer service hundreds of times NO RESUKT. AVOID AVOID AVOID
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol Virgin Media  
First things first - the broadband itself (200mb in my case) is lightning fast and much more reliable than it was a few years back, where router restarts were required almost weekly. So credit where it's due.

The flip side is the cost and customer service. As an existing customer with TV and phone trying to downsize to broadband only, the 'best' price they could give me for their slowest internet was £50+! Upon hearing this I decided to cancel and spent about 4 hours cumulatively over 4 days attempting to get through to their 'specialist' team to inform them of my decision. One call lasted over an hour before I hung up, and having to explain the same story to everyone I spoke to got old very quickly.

Unfortunately this pathetic customer service has really soured my opinion of Virgin and any thoughts I had of going back to them in the future have evaporated now.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    4 stars
Hertfordshire Virgin Media  

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The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.

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