Virgin Media 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 13464 customer ratings since 2018-01-23 (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.

2830 Customer Reviews for Virgin Media

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Reviewer Location Reviewing Date Ratings
I was with Virgin for a number of years and a reliable payer of services and loyal. I have two teenage sons both of whom have naturally increased their internet use over the course of the years I was with Virgin. Both are gamers both like to stream movies, what teenager doesn't. That's where the issues started with this all singing fancy broadband (they claim) Firstly the signal off their VIVID 350 and the Hub 3 is at best weak in upstairs rooms, then add to this the way they apply the fair use policy which involves limiting speeds to below snail pace at weekends when you need it most of all and you get a below standard expensive service.Virgin claim unlimited downloads at high speed, what they don't tell you is they will restrict your service if your a high end user. Now I only found this out when I was leaving Virgin as the girl on the phone let slip that we may have been restricted because of our usage. We were finding 3 weekends out of four the internet seldom worked never mind being restricted and when it was working it was desperately slow.What I find highly amusing now is that the female customer services rep in their cancellation department arrogantly suggested that our use would be subject to restrictions with all other service providers. well here's the thing, I have been with BT for two years now and not only can I get a good signal from their hub all over the house but I also haven't been subject to fair use policy and my lads have only increased their use as have I. Do not touch Virgin if you expect to do streaming and online gaming. If you don't believe me re fair use then check the small print before you sign up for a package and you will see subject to fair use policy.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Telford Virgin Media  
Having only been with virgin media for 2 weeks we are very unsatisfied with this well known provider that claims to provide high speed fibre optic broadband. It stops working completely every couple of hours, making work-life difficult and time when we want to relax and watch tv frustrating. We have called customer services for assistance and all they do is tell us how to reboot, not even agreeing to an engineer to have a look. Don’t join this provider.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Barkingside Virgin Media  
Really thought I was getting fantastic deal and wanted to try the fiberoptioc. Nothing special, it’s takes 10-20 secs to load a page. They also automatically applied web safe without asking my permission first. Thier lines are too busy to deal with customers.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    2 stars
Glasgow Virgin Media  
I have been with virgin media over 2 years now. First year their service was good, 2nd year it became appealing, every other day there has been problems, was out of Internet for over months/hours/days.
Come to renewal original offered price denied by alternative arrogant and rude agents (the quotation was noted on the account), they deny to discuss broadband service issue, no resolution to formal complaints. “Its their way or highway”. No respect for customers and “taking customers as hostage”. Any virgin customer please contact BBC Rogue Traders or Ofcom. Above all try not to join them at all.

And finally I have decided to leave Virgin: There is always alternative better fiber optic broadband providers please do a little research. Also its beter to have poor interent service then dealing with a bucnh of fraud stars
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
The products with virgin media are good, but the sales team and inline support are roughs big time. Never get into a contract with virgin media. First and foremost the contract wont reach you until the first time you stop paying your bills. After which you will notice that your email address has been changed so that the system does not sent you the contract you are actually and that you are made to pay more than what you had agreed upon. If you call the customer center, you will be spoken to someone who will say Ok to everything you say and then would be placed on hold which never gets answered. This company employers are tend to take your for a ride, I guess this is the way they are trained to do. Or else how could all of them do the same?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Virgin Media  
virgin media has been the worst provider I had in several years, took ages to install and extra charges on the way out.
one of the agents was rude and pointless.
i would never comeback to use your services and i will tell everyone everywhere what you did to me.
those lies over the phone weren't necessary at all.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
london Virgin Media  
After 20 odd years of superb service from NTL/ Virgin media I am moving to a new house in an area that Virgin do not cover (Helensburgh) .... I am writting this just to thank the people at Virgin media for a terrific service over the years ...Yes there was the odd hic up but always resolved within a few hours
Thank you the team at Virgin ..I will miss you
Brian
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Glasgow Virgin Media  
After 20 odd years of superb service from NTL/ Virgin media I am moving to a new house in an area that Virgin do not cover (Helensburgh) .... I am writting this just to thank the people at Virgin media for a terrific service over the years ...Yes there was the odd hic up but always resolved within a few hours
Thank you the team at Virgin ..I will miss you
Brian
  • Satisfaction
    5 stars
Glasgow Virgin Media  
Waiting to get feedback from the local service engineer over two weeks ago and to this day I still have no idea when someone will be able to attend to my property. Joke if you ask ne
  • Satisfaction
    2 stars
  • Customer Service
    1 star
Chelmsford Virgin Media  
Really enjoyed being with Virgin, they managed to set me up in my new flat before I had even moved in which was awesome. Just bought a new apartment so moving out and because they don't service the area (still in the city center...) they are charging me to cancel my contract. While this is total BS because they can't deliver on the service/contract and I can't take them with me, what really was a bad joke was the upsell! After telling me I had to pay to cancel the customer service rep tried pitching me a dongle contract, mobile contract and suggested I tell my friends about virgin so we both get 50 quid! haha unbelievable. Aside from that bad joke of disconnecting early, the service was brilliant, super fast internet at a reasonable price.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Edinburgh Virgin Media  
They want more money for a dangerously incompetent service. The quicker the UK Government stops pretending they 'understand' them snd check the disgracefully low tax that Virgin pay after theft from the customers the better.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Harlow, Essex Virgin Media  
The most unreliable inadequate service of any. Everything based in India. Very hard to understand as the English is awful, no customer service, constant outages, slow and lower than paid for speeds and no communication.
Chose someone else!!!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
The most unreliable inadequate service of any. Everything based in India. Very hard to understand as the English is awful, no customer service, constant outages, slow and lower than paid for speeds and no communication.
Chose someone else!!!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
The speed is getting slower by time, the Wi-Fi barely gets to next room, for customers service you have to wait a lot of time on the phone and you need to be careful, because after the one year contract, the bill will double.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    2 stars
Watford Virgin Media  
The wifi is good. It doesn't cut out and it is very fast HOWEVER it costs an arm and a leg. They don't help out existing customers like they do new customers. Overall their customer service team are really unhelpful and rude (they basically say there is nothing they can do about charging me £45 a month for a service that new customers get for £23 a month..) Very poor.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Farnborough Virgin Media  
Joined the company in August never had any issue for first two months made first payment ok then I was making payments after and they was saying they haven't received it but was sending them proof and they was still saying there was no payment then I was asking them to refund my money they was refusing to refund it so I was asking to speak to a manager they refused several time then I hadn't had service for over 4months they refused to cut my bill down for loss of service and still not sorted it so have now gone with another company the customer services is very rude and disrespectful I advise any one wanting to join them don't they con u out of money overcharge for a service u dont use and are very rude and disrespectful
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Rainham essex Virgin Media  
There was a long period I would have recommended Virgin to anyone, for both speed and stability. I don't know if they've had a halfwit making poor decisions and cut the technical staff who kept the service going, but the bottom line: They now appear utterly clueless and the service seems to be constantly going up and down. Numerous calls raised, engineer visits on more than one occasion and it's still unstable. Sadly at this juncture I would suggest giving them a wide berth and looking at other providers if any can provide a reliable service.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    1 star
Farnborough Virgin Media  
Fast Internet speed but unreliable and inconsistent, sometimes leaving my weekends without Internet with no solution or anything use to say. Complete tihshole of a company.
  • Satisfaction
    3 stars
  • Speed
    4 stars
London Virgin Media  
I have been with virgin for years as it was already installed when I moved in.
I finally got fed up with paying extra for my loyalty and called them to see about reducing my £67/month for broadband , TV and phone.
After 42 minutes and being put on hold 7 times I was told they could reduce my bill by a paltry £3 a month but only if I reduced my free phone calls. And this when new customers yare offered my bundle for £32.
I asked to speak to a supervisor but she was ‘too busy’ I bet she was!!
Off to pastures new as they just don’t care about existing customers.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    3 stars
Salisbury Virgin Media  
Just moved from Essex to Yorkshire.No virgin cover so cancelled and asked for boxes to return equipment which i was told would be sent. Final bill has arrived but still no return boxes. My wife rang up to pay and they took money fine but would not answer questions about sending return boxes as she didnt know password. Take the money no problem but cant send two empty boxes for their equipment. Well its going to be recycled now as they had over a month and nothing. Useless!
  • Satisfaction
    1 star
  • Customer Service
    1 star
Acres Virgin Media  
First, I'll starty off by saying that Virgin Media speeds are awesome.

Virgin Media offers a credit option that allows you to build up 2 months of bills before you're expected to pay if you choose the Pay Online option.

You are only required to pay the last bill of the two to restore your services if you are unable to pay the bill for one month.

This is great for anyone who may have financial diffulties or are self employed.

The service has 24/7 Technical support which is awesome but the billing team is only avalible Mon-Fri so try to be ontop of your bill or call before the weekend if a bill is due and you need a little more time to pay it.

The service has failed about 2-3 times in the 4 years that I've been with them and three places that I've lived.

Virgin Media has always done their best to resolve any issues and their automatic bot seems to fix a few before the agent even answers the phone.

I'd reccomend Virgin Media to anyone because of it's speed, reliablity and it's agent avaliblity.
  • Satisfaction
    5 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Belfast/Newcastle/Gateshead Virgin Media  
WiFi from the router is erratic, even after engineers' attention.
TV signal sometimes breaks up late at night across all channels.
Tenda WiFi mesh system with a unit on each floor made WiFi better since Xmas.
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    2 stars
Sheffield Virgin Media  
DO NOT USE!!!

they cut your broadband speeds month after month then when you finally complain about your broadband being so slow you are told to "switch it on and off" 24hours later your back on the phone being told to do the same thing, this becomes a daily routine to have access to sub par broadband
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
london Virgin Media  
Please please do not leave your current supplier.

Was hounded in the phone to take the package accepted and were given our install date as the 22Decemner and to make sure that our other supplier was cancelled ,we duly obliged had 5 engineers out before to see cable duct was blocked and would send construction team out to clear it,connection day arrives and guess what it wasn’t done so no TV or broadband for Christmas with the kids

Still not connected,have rung India for the last 5 days and still they do not get what I am trying to tell them there is no cable to connect to,

So enough is enough have now got a price to have my drive reinstated and will be off to court to get it paid for.

Seriously stay where you are they are a disgrace
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Preston Virgin Media  
The original deal seemed to good to be true, 100mb and tv for £30 a month for 12 months. Half way through hey add £3 a month. In the last month the WiFi didn’t work for a week. And trying to contact customer services was impossible. We decide to cancel. Yet 2 months later are still being charged as they didn’t consider our cancellation and charged us a new improved price.
This company model is built on the completely wrong thing. And it’s a scam. Honestly the worst company to deal with.
  • Satisfaction
    2 stars
  • Speed
    5 stars
  • Reliability
    2 stars
London Virgin Media  
I am really disappointed for Virgin Media. My partner and I have been waiting for the installation of internet over than 40 days. They cancelled twice our appointment for the internet connection so my boyfriend lost 2 days from his job waiting for them and they never came in. When finally they decide to come(3rd day off of his work) they said that they are not able to connect the internet in our flat(the flat downstairs has internet connection with Virgin Media). Moreover they said that their manager will call us back in the next few minutes and he/she never called us back. Afterwards I call them to cancel the internet apply with them and they told me that has already cancelled. This is at least ridiculous. Not recommended at all.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
East Finchley Virgin Media  
Been with virgin for years & generally they haven't been too bad, sometimes you can lose connection for hours but overall I've been satisfied ...... until now. Three weeks ago I lost BB connection phoned them up to discover that they have disconnected me because somebody else had requested an account at my address !!!! Was told I would be back on in hours, I wasn't. Called back & was told an account had been set up for someone else & I had requested the disconnection ?????? They would have to close the new account before reconnecting me, this would take 72 hours. I wasn't reconnected, another 2 calls to be told basically the same, new account blah blah blah 72 hours blah blah blah. The last call I was told somebody had probably input the wrong address & they would have to phone the new account holder to find out where they were living & cancel their account before they can reconnect me !!!!!! Now today i have received an email asking why I haven't returned their equipment & if I don't make arrangements to return it i would be charged. Enough is enough, they can have their hub back & I will use an alternative for around £20/25 instead of the £51.50 I am currently paying just for Broadband & phoneline. More fool me you could say well not anymore. Cancelled DD today, will send them their hub & look forward to my next broadband experience.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
London Virgin Media  
Okay so i picked virgins 100MB Download speed plan i thought that maybe it will be good at the start yes it is, however if you are a gamer or like a stable internet virgin will break down in your area in the most random times for example i was trying to watch some netflix today and i couldnt i payed my next due bill which i didnt have to do then i called up and they said that virgin is down in my area and will be up at approx 17:15 pm bere in mind its 8:30 am in the morning i have tried everything to make the ******* wifi work and it fails on me when i need it most when i wanted to watch netflix and relax **** i hate life
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Greater Manchester Virgin Media  
Virgin media have lost the plot and keep raising prices for lesser service. You pay Virgin more than SKY for less channels and phone yet Virgin every 6 months raise prices and then when u renew increase again. WELL GOODBYE..AND THANK YOU SKY.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Birmingham Virgin Media  
This is a shameful Mobile telephone service provider. If I could give them negative 5 star, I would,
They do not honour what they offer on your contract and overcharge you at every opportunity.
They change the terms of your contract and allowance to suit them.
They do not deal with your complaints nor they resolve your issues.
It is impossible to speak to their supervisor and no manager or supervisor ever calls you back.
I don’t believe they exist. This company is very unreasonable and don’t listen to any rational or logic.
It is wise and sensible to avoid this organisation if you value your money and time.
Shame on you Virgin Media
  • Satisfaction
    1 star
  • Customer Service
    1 star
Kingston, Surrey Virgin Media  
Terrible. After 25 years with the same telephone number with virgin I signed a new agreement with them they changed my phone number!! I requested at sign up I kept the same number. 3 weeks later I still have the new number, now made another call to them and it’s going to take another 2 weeks to change back, despite being promised 2 weeks ago I’d have it today! Disgusting service Mr Branson!!! Aggggah!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Enfield Virgin Media  
None technical issues but customer service is very poor. When I decide to leave virgin media after my contract finished I did it but next day I received phone call from Virgin customer team with “great deal”. They promised me contract for one price per month but after two months price increased without any reason. That is unfair and now if I want to cancel my contract I have to pay cancellation fee. Very disappointed...
  • Speed
    5 stars
22 Virgin Media  
Unethical as it gets.
Was with Virgin for nearly 3 years. As per contract rate went up after initial 18 month from around 20 to around 45.
When I finally called them asking whether I could get a better deal they said it was only for new customers.
I asked to cancel at which point they kept going lower and lower as the conversation went.
I still cancelled as they did not offer the same rate as new customers.
Since I have cancelled I got two calls from their 'Loyalty Team' offering me better deals.
W - T - F!!!
How unethical can you get?
Also, why do I have to call to cancel? Why can I not do this online? It works for other brands, even in the Virgin portfolio.
Someone needs to start disrupting this industry. It's a disaster! And Virgin are the worst.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
London Virgin Media  
Just left Virgin after 18 months. Broadband speed was good but Customer service is Very Poor. More interested in signing up new customers with better offers than with retaining existing customers. Their Customer service operator when I finally got through was more interested in selling me an upgrade than in what I wanted - Not interested in listening to the customer so voted with my feet. They also make it difficult to get in touch to leave so the best way to get in touch with them is to go onto the website and say you are a new customer - They soon pick up the phone for a chat then ! Will try to sell you more packages and not listen to the customer which is the first rule of customer service. Bye Bye Virgin.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Leicestershire Virgin Media  
Customer service is diabolical, they are quick to answer when signing you up but after sales is terrible, menu only gives you a selection of straight forward choices, but any problems you get shunted around different sections and nothing gets resolved. We’ve been shafted 2 weeks into a deal, gonna be a long year paying for something we are not happy with
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Swindon Virgin Media  
The most unprofessional and scam crazy broadband provider I've ever come across. Rude customer service, no resolution to my complaint. Taking money from my account despite still having an active complaint against the ridiculous fees. Will never again be a Virgin customer and will be sharing this experience with all who consider Virgin for any of their services.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cambridge Virgin Media  
One of the worst experiences I have had with a company. Would not refund the money they owed me, and when they did repay me it was with a cheque that they would send out in 4 weeks time.
They just care about profits and getting as much money from customers as possible.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol Virgin Media  
I'll be leaving Virgin due to their poor service. In Northampton they appear to offer the fastest connections but the connection is not reliable and drops often.

Currently only one device is connected to the signal, my phone and smart thermostat cannot connect. Virgin state that because of the holidays more people are at home and using the internet so there is a bottleneck. So effectively they cannot provide a reliable connection if it's busy!

Will probably switch to PlusNet but will check recent reviews first. It's clear from Virgin Media reviews that most seem unhappy with recent service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
NORTHAMPTON Virgin Media  
The Hub 3 supplied with Virgin Media broadband is a nightmare.

The Intel Puma 6 chipset causes bad latency and packet loss, is vulnerable to DoS attacks, and results in frequent crashes.

This router also has it's own issues, such as broken port forwarding (still not fixed properly after 2 years).

Virgin Media have not addressed this issue in an acceptable manner, and since replacing the router is not possible, you will have to deal with this dreadful service, until Virgin can be bothered to actually make an effort to roll out a new router.

It also seems that they're in violation of net neutrality laws in Europe; some websites are being throttled. Using a VPN fixes this, which leads me to believe that this is intentional.

In conclusion, I recommend looking elsewhere if you want a quality service, Virgin Media are dreadful.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Coventry Virgin Media  
The worst broadband you can get. It’s not working at all and I still have to stay and pay them for no service till the end of the contract. Beware!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Eltham 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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