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 11500 customer ratings since 2018-05-19 (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.

3006 Customer Reviews for Virgin Media

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Reviewer Location Reviewing Date Ratings
Broadband etc is actually not too bad. Customer service, on the other hands, is the worst I have ever experienced. I have been playing ping pong with them over the past 3 weeks. My contract is due to expire at the end of May 2019 and I was looking to receive a competitive offer as a long standing customer (10years). I was given that offer during the first call with the customer service. However, their system didn't work so they promised to call back. They did, twice in the following week to say that the system had not been fixed. Then I did not hear anything from them for a week, called back myself only to hear that the offer I was given never existed and in order to receive any sort of offer I would have to have a phone line on top of other services, which I told them I did have. Their response was hilarious, they stuttered and said: actually you still can't get that offer! They promised to call me back, and never did. My issue has not been resolved, called them back again today and apparently there is a system error on my account (has been for the past few weeks) and noone resolved it. Have been promised a call back..

Honestly, what a **** show
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
London Virgin Media  
Try cancelling a phone contract. Cancelled in Feb 19 as phone is broke.Virgin continue to Bill.send complaint that phone is no longer in existence including number and they say they have addressed complaint.WHen advised I had received no response to my complaint they said they tried to phone but the phone was not working !!!! the very mobile I was complaining about.
Come on Richard sort your customer service out.Again cancelled today May 2019 trying to rip me off for a further three months contract.I DON'T think so.Terrible way to run a business. Won't be using any of this company's products ever again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
UK Virgin Media  
Worst service ever, every couple of months we gave issues with our internet and it stops working and it takes Virgin days and weeks to fix. On Sunday our internet stopped working and we have been waiting days for an engineer to come and each day they cancel and make us wait for hours. Each day we call the customer care and they still ask us to repeat the whole story and they don't seem to be saving the history. We are looking for another provider this week, six days with no internet and still no word on fixing it is unacceptable in the UK in 2019!
London Virgin Media  
Literally the worst internet I've had in years. Absolutely terrible reliability and the customer service is no better.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Cardiff Virgin Media  
Terrible customer service, hours on hold or playing ping pong with the automated system, have to callany times as issues not resolved, kept putting the price up even though only just agreed a contract. Also the ONLY company that charged beyond a family members date of death to the time of the call, all other services generated the final bill to the date of death! Worst company have ever dealt with.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Cambs Virgin Media  
The product itself is not bad at all. The customer service however is dire. They constantly ring you to "upgrade" you with a new offer so the bill goes up and up. When you ever need to ring the customer services department you wait for hours to speak to a person that doesn't speak English well to go round in circles, not get your problem solved and leave the conversation with the same problem but waves of rage to accompany it. I've even waited 35 minutes after selecting options to get to the cancellation team to be told its the wrong team despite the options and there's a further 30 minute wait to speak to the right person. Even cancelling it is absolutely ridiculous. Wouldn't touch it again with a 10 foot barge pole.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Nottingham Virgin Media  
Customer service is awful - so frustrating to be on the call passed between departments, upsold, put on hold, and re asked the same questions over and over again. It's almost like they are trying to be difficult.
  • Satisfaction
    3 stars
  • Speed
    4 stars
  • Reliability
    3 stars
LONDON Virgin Media  
For the money you pay the broadband is very slow at times, not worth the money you pay, I thought this was the ultimate speed broadband but I was wrong, we have had times in the past where it’s been down for a day
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    1 star
Leicester Virgin Media  
Not very reliable had it now go down within 4 months twice. Right hand doesnot know what left hand is doing. They will only give credit if its been down over 24 hours, service bad thinking of leaveing them.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
gloucestershire Virgin Media  
The worst customer services I have ever seen. Run, just run!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
London Virgin Media  
I am a new Broadband Customer moving from SkyTV. The broadband Service supposes to be installed and activated on 10 April by Virgin Media and at 10 April SKTV disconnected the broadband service. I received the HUB on 09 April and immediately I informed Virgin media customer service that there are no cables in my house. it took virgin media from 10 April to 29 of April to get my service installed and activated :( during that period 4 Virgin media engineers visited my house and at least I had made over 8 calls to Virgin Media customer service
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
London Virgin Media  
If I could give virgin 0 stars I would, they have been absolutely terrible. Appalling customer service and appalling service, I purchased 100mpbs and was served with less than 1 when using a Speedtest app recommended by virgin
Customer service repeatedly promised me I wouldn’t have any more issues after ‘fixing’ the problem but regularly I would have WiFi for 10 minutes before it stopped again.
I have never had to deal with such poor and rude customer service before and willt never choose virgin media for anything ever again!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Southampton Virgin Media  
Please do not sign up with virgin broadband they charge you so much on calls. And if you leave they will charge and you have to give them 30 days notice and they charge late fee Like bank. They treat you very badly when you gibe them notice. Very aggressive customers services. Not sure if Richard knows what’s going on in his company.

If you want peace of mind keep away.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Lndon Virgin Media  
Slowest WiFi ever, slowest response and not working properly
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hounslow Virgin Media  
I massively regret signing up. Its been a nightmare from the very first moment. They have started charging us for a broadband and tv service, despite the fact that they have failed to deliver anything. They've made so any mistakes, lied to us and wasted endless hours of our time trying to contact them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Internet connection CONSTANTLY INTERMITTENT. You phone up and they fob you off with ‘you need an extension router to stop intermittency’ then you buy one and the connection is still intermittent on and off constantly. Load of crap!£
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
UK Virgin Media  
If you're thinking of going to virgin for anything, please don't make the mistake that I did.

They are the worst ever company that I have ever dealt with. I decided to change to them as their package sounded good, but have never had my original telephone number allocated to me.

I have made over 20 phone calls in the past few weeks in an attempt to solve this, but I have different answers all the time. I have spoken to managers on three occasions only for them to put the phone down on me... its so frustrating.

I have had this number for over 22 years and my husband relies on this for his business. He has lost customers now as they can't get through.

I changed over on the provision that they keep my number.

I spoke to customer services on several occasions, and at one point I thought I was getting somewhere. They arrange for an engineer to call to sort it out. Low and behold, he came and installed a new line, a new number, can you believe it. This number is no good to us at all.

So, if you're thinking of changing over to virgin, don't bother, they are the worst ever. I have sent an email to xray, and in the process of speaking to the ombudsman to try and solve this.

I am absolutely disgusted at their customer services and the the atrocious way I have been treated.
Neath Virgin Media  
DO NOT use Virgin Media WIFI - we have signed up and the day after our two week period in which we were free to cancel the contract ended our WiFi instantly became terrible. Do not choose.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Tooting Bec Virgin Media  
Bad customer service, very disappointing with virgin media for paying £52 a month just for the internet! I tried to call them many times to sort it out and always being very rude and not helpful at all..... just to take the money away from us. Very disappointed ☹️
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Absolutely awful. Waited 3 months for an install the first time. Just moved so I htought I would give another chance. BIG MISTAKE they created the contract only to be told that I have to wait 6-8 weeks to deploy 8m of cable. I called to cancel and I have been demoted from fibre to broadband, called a second time offices closed. The level of incompetence they show is simply excruciating I don’t know how they are still in business. STAY AWAY
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Northampton Virgin Media  
Cancelled Virgin Media yesterday to go to another provider. Today my internet connection is lost. Is this a co-incedance? I think not. Paid them for another month, so should be providing service. Loads of issues in past, e.g. replacement router that was inferior. Stay well away from them. They are not as good as all their advertising blurb promise.
Carnoustie Virgin Media  
Do not supply the speed they sell, not matter what they tell you or try to fix.
Hidden charges, they will state free set up, and then add an activation fee of £25.
The SD picture is the worse quality you will ever see on any provider, this is a ploy to get you to upgrade to HD at extra cost. I am 2 months into the contract and its the worse move I ever made, there customer service is shocking, waste of time contacting them. 10 months to go back to SKYQ.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
northern ireland Virgin Media  
Failed to process my cancellation and kept sending bills for 5 months - then passed the "debt" for 5 months' line rental to a debt collection agency! I now have the record of defaulting on my credit file and have been turned down for a phone contract because of this. I've called regularly during the 5 months and am always told that the issue is their fault and it will be sorted out immediately - then next month, I get another bill! At the end of my tether with them and I would strongly advice AGAINST ever using this company!

Unfortunately due to my roommates' previous contract I am now using a Virgin Media service again - even though we bought two lines to cover the 6-room flat and are paying over the odds, our internet still periodically goes down for no reason. (We're in central London.)

Please never use this company - they will steal money, fail to provide service, consistently lie to you on the phone and are very likely to ruin your credit rating as they're unable to process something as simple as a cancellation!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
I have been with Virgin for more than 3 years and pay for 100mbs. I installed WiFi UK mesh network and get 107mbs!!!

All the places where where Virgin provides Internet the speeds are fabulous.

Before Wi-Fi UK guys I stalled my mesh network, I could only get maximum of 70mbs from the original VM router. The WiFi signal was dropping too often. There were black spots upstairs and no internet in the attic. Who would be satisfied with lower speeds and rubbish coverage? Ps range extenders Virgin give out didn’t solve the problem. After I installed the WiFi UK mesh I get the internet I pay for everywhere and am a very satisfied customer of Virgin.

Customer service isn’t bad either.
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
LONDON Virgin Media  
Don't trust their advertised speeds. I pay for 200 mb/s but I only ever see just under 100 mb/s. 100 mb/s is fast but I don't trust Virgin when they promise, and I pay for, and they simply don't deliver
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    3 stars
Brighton Virgin Media  
I have been a customer of Virgin ,Media ever since it was Cable and Wireless then NTL then Virgin. The speed has gradually crept up but so have the costs. Last year in March I moaned about the cost and my monthly bill went from£59 to £25 monthly for phone and 200M broadband. The reliability has always been poor and WiFi always patchy but with the router on a shelf upstairs it’s just ok.
This March I called as my bill had jumped to £44 monthly and ended up cancelling my phone service however I had the rudest operator I have ever spoken to who dropped my call before completing the transaction. Next think, the line got swapped to another provider and someone at Virgin decided I didn’t need my broadband either so switched it off. After six calls and several hour wait, three operators promised to reconnect me and apologised for their mistake. Still didn’t happen so I called yet again and was told some cock and bull story about OFCOM rules and an 8 day wait to start reconnection even though it’s Virgins fault not mine.
Cancelled the direct debit so they can whistle and BT installing this week for free. This would have been bad normally but I had a very major cancer op when our telephone and broadband were off so had lots of additional stress caused by Virgin. Of course all my friends and family know why they couldn’t call me so Virgin Media have lost several more customers already. Do yourself a favour and go elsewhere
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Portsmouth Virgin Media  
Virgin Media The Worst Broadband Provider On Planet Earth
Virgin Media provide the worst of the worst customer service and keep putting their prices up and up and up and up. They are planning to increase my bill by 100% with no customer benefits whatsoever. Their call center staff are pushy, aggressive and totally unhelpful. With such poor service, their business must be suffering and to compensate, their remaining loyal customers are charged more whilst the sensible ones leave. Just look at their Trustpilot ratings, surely someone at Virgin must be looking at this and saying,,,,, boy have we got it wrong? or are they just too arrogant?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Berkshire Virgin Media  
Worst service ever! Intermittently disconnects/restarts throughout the day; I am on Vivid 300, and the download speed I am getting is around 5 to 10 mbps for the last two-three days, and they supposedly 'guarantee' a minimum speed of 180 mbps! Virgin is simply taking advantage of people and providing rubbish service if there is no BT fiber line at their locations!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Southampton Virgin Media  
When we closed our Virgin Media Account they failed to close down our old email addresses with the company. Nearly 2 years later, hackers got into my mother's virgin email address and began trying to access her accounts on other sites and registering new accounts using her identity. After confirming that they understood the situation, Virgin refused to change the password on the email address to lock the hackers out, or to take any other action at all until we signed a new contract with the company. They made it clear that this new account would be fully charged and non-refundable. They turned my mother's identity theft into a marketing exercise and willfully aided criminals for a quick buck.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
UK Virgin Media  
WORST SERVICE EVER ! Terrible customer service, i am paying for 350Mbps, I get 20Mbps if i am lucky. The online chat function rarelty works and escalating an issue is impossible. THE WORST.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
Brigton Virgin Media  
Such a terrible service!!! Constantly cuts out take 5 days to fix anything AWFUL
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
SE11 Virgin Media  
Worst WiFi. Stops working between 11am and 5pm every single week day. No amount of restarting, resetting etc will get it to work and customer service just say that they can’t see anything wrong with it on the system and then, oh, 5pm comes and it works again. I work from home some days so this is incredibly annoying. Actually ended up getting a dongle which is wonderfully reliable. Not ok when the £40 bill for VM comes each month.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    1 star
London Virgin Media  
I have never felt the need to leave a review for any company before but I feel like Virgin Media has been such a bad company to deal with that I need to say something.

Not only were the customer service team patronising at first, they were blaming me for the screw-ups they made. I now have to wait three days before I can even use the broadband service I have already paid for, will be cancelling my contract as soon as I can and will never be recommending their services to anybody.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Reading Virgin Media  
The worst service in Uk they cancell my direct debit without letting me know and without reason So it looks like they don’t want money for they crappy service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Poole Virgin Media  
When you're paying for 100 mb download speed and over a period of 4 days you get download speeds of 0.1 Mb, 109.28 Mb, 40.74 Mb and then 22.35 Mb. Try talking to Virgin Media and you get an Indian who can hardly speak English and isn't really interested.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Nottingham Virgin Media  
From day one absolute rubbish rude and arrogant staff . and the worst WiFi I have ever had .
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Pinner Virgin Media  
Paying for 200 getting 39/40 !!!
When I speak to them they fob me off saying its because I am wireless and objects in the way or distance. My router is less than 2ft away from me in plain view !!!
Total rip off merchants looking for another provider and moving asap.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Leeds Virgin Media  
Have reported poor wifi speed a few times, feel
like I am banging my head against the wall. I have been told it is a problem internally, this is bull, if you turn the wifi box off for 10 seconds and then on again it starts working. Virgin Media have caused the problems by renewing the Green box at the end of the road and this is not being addressed. Broadband use to be good and reliable before thrreplacement of this connection unit. Sort out you poor internet speeds Virgin, they are not consistently what I am being charged for. On the verge of binning them off for Sky, no BT line connected to my property is making this difficult.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Waterlooville Virgin Media  
After spending a full year with Virgin Mobile/Media/Broadband & paying for 100mb (which we did not receive for 1 year!!!) Finally, an engineer, who has been with Virgin for over 20 years & another engineer have got my husband & myself the signal we should have been receiving from day 1!!! Everytime we phoned Virgin to ask for help we were always told our broadband was running fine, when clearly it wasn't!!! Virgin make it almost an impossibility to leave them!!! When I received my first mobile phone bill there was an extra charge of £100:00!!! After several phone calls to Virgin, they finally agreed a member of staff from there Blackpool store had added a Smart Phone onto my account without my knowledge!!! I was given a £100:00 refund & 3 months of no bills but tbh, this should have been taken to the Police, fraud is a serious crime but as per usual Virgin manage to keep everything "In House," shall we say!!! Before I finish, I must say a "Huge Thank you" to Steven & Sean the Virgin engineers who actually know what they are doing...
it's only taken 1 year after all!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Blackpool Virgin Media  
Virgin called me to offer me TV channels at £2 extra cost per month since I was already paying £50 per month for Broad Band. The Virgin Representative specifically told me; there will be 0 installation costs, 0 setup costs, only £2 extra per month.

Then they charged me for installation, I called to cancel it but it was too late. I explained that I was told 0 installation charge and hoped the call was recorded.

I was told that they would investigate, never heard anything since and the Box they installed doesn't even work properly, the TV picture skips every few seconds.

Record your conversations with them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Sutton 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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