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 stars
  • Customer Service
    2.8 stars
  • Speed
    3.2 stars
  • Reliability
    3 stars

Based on 1110 customer ratings since 2023-02-21 (Show all time ratings)

Visit Virgin Media   Read our Virgin Media buyers guide

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.

4,651 Customer Reviews over 466 pages

  • Reviewer
    Location
    exeter
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    VIRGIN MEDIA IS THE WORST INTERNET PROVIDER
    They lie on every single matter: external work, internal installation, billing, cancellation of the contract !
    There is no ethics in this company, they don't have any respect for their customers
    One advice; AVOID
  • Reviewer
    Location
    Shrewsbury
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I had a terrible experience with VM.
    I recently moved to a new house. I opted for their service and I got very disappointed. I couldn’t reach out to their customer service and I send the cancellation form and kit to the address on the econtract I had with them(which was sent to my mail). I am being forced to pay for the service that I never used. Also I was told their kit was not received on the same address that was given to me. I would not recommend them to anyone. Their services are wack, human resource department and customer service is really terrible. I was told I would be reported for debt and they spoil my credit score. I would be forced to pay for it. I didn’t use the service at all. The kits wasn’t even opened before I rang for cancellation. Some of their customer service representatives have very poor human relation and terrible speaking and understanding skills. Please, I will encourage anyone to go for better broadband service who will put your priority first and ensure you have the value for your money.
    If there is zero rating that is what I would’ve given for the terrible experience I have/am having with them.
  • Reviewer
    Location
    Scotland
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Do not trust the sales pitch

    Avoid this company at all cost .Do not angree to anything until you have check what you are agreeing to .

    Everything about this company is very deceptive and They will lie and mislead you and hit you with hidden charges and double bill you when you upgrade . I specifically asked if I would be double billed or if there was any hidden cost numerous times I couldn’t be any clearer and told no and the amount I will be billed . I got sent a message to confirm the agreement also very deceptive and misleading with the layout ,

    Tried to bill me double what was agreed I had already explained I couldn’t afford any hidden charges or a double over the phone .they couldn’t care less .This would have left me in finances hardship next month .

    I’m sure I’m not the only one who they have mislead
  • Reviewer
    Location
    Rotherham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shocking!!! I was with sky and had 2 men knocking on my door to move to virgin so i looked to move over to them as they were offering higher speed, one day 2 random men turned up at my house taking pictures of my house then started drilling into my house, the men then used my bin to put all there cans of pop in, food, ropes and equipment, i had an appiopment booked for 27th of december come home early from my parents house for the appiopment for nobody to turn up, i ring up to see where they are, my 'appiopment' was never booked even they ive got emails and in my contract it says there are coming on the 27th, while on the phone i tried to cancel they just wouldnt let me cancel kept passing me to different people/departments, finally i managed to get through to someone who cancelled my services, they sent me a bill on £30 for my broadband, even thought nothing was up and running, i had no wifi hub but on their end it was all working, ive put nothing but compalints in and nobody has got back to me, finally spoke to a manager last week and all i got from him was 'we have cancelled your services what more do you want?' Customer services is shocking and rude, i will never ever think about moving to virgin!!! They keep asking me to return the equipment but there isnt no equipment to return!!
  • Reviewer
    Location
    Uxbridge
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    After 15 years with this company. I will be looking to move away asap. It’s now the worse company for broadband and customer services. No broadband, telephone or tv for a week now due to fault. Engineers telling lies and rescheduling appointments whenever they want. Do yourself a favour and avoid this terrible company.
  • Reviewer
    Location
    OXFORD
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Very bad, harassment when leaving.

    I have been paying overpriced internet since the end of my contract in may 2023 : 51£ a month !!! so of course, when moving out of my flat, I want to cancel !
    I felt harassed when asking to cancel my contract. They made it impossible.
    Instead, the team created a new contract WITHOUT my permission, which, I am sure, is illegal, while I was asking for cancellation of my internet from the beginning.
    Also no help and no commercial gesture when I want to leave on the 24th of january (end of my last bill and date where I will be moving out) ! Instead they asked me to pay a cancellation fee which was 30 pounds (I was not under a contract anymore, it's that you need a 30 days notice!!! I guess, anything is good to force people not to leave, I didn't know I was signing a pact with the devil!).
    Basically, virgin media are thieves, stealing money and time from people ! Indeed, it took me an afternoon and 4h the next morning to cancel my internet and the new contract they created without my authorisation.
    ALSO internet is mediocre ! I had a 250mb speed contract in a 35m2 flat, router in the bedroom, I could have good signal in the bedroom only !!!! Ridiculous !
    DO NOT go there, I wish I could have put no star at all, but not a possibility.
  • Reviewer
    Location
    West Yorkshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We were offered a £75 voucher when we signed up for Broadband with Virgin Media on 12th June 2023 and as of today (9th Jan 2024) and more than a dozen emails of complaint later, we are still awaiting our voucher.
    After first contacting their customer service team to confirm that their 120 day deadline had passed for receipt of the voucher, we were told that our case would be looked into.
    Since then, we have been passed to their Resolutions Team, who spout all the right words about us being "a valued customer" etc., but don't actually do anything. The upshot of this is, that I am now supposed to contact a third party who supply the vouchers on behalf of Virgin M and they have so far provided two different company email addresses to contact! I have emailed both of these companies twice and have heard nothing from either of them. I am sick to the back teeth of Virgin Media, they have been an absolute nightmare to deal with, not only with our complaint about the voucher but also with the whole Broadband installation. Once they had our money and we'd signed the contract everything just fell apart. They're so "good" (not) that they didn't even connect the cables to our house properly!! From the junction box in the pavement outside our house, they just laid the cable across the surface of the pavement and then buried it 1" below the surface of the soil in our front garden. Anyone passing our house could easily have cut the cable, as about 18" of it was laid across the top of the tarmac!! ABYSMAL company and even worse customer service. I don't think I've ever dealt with as poor a company in my life. Had I been able to give them MINUS 5 stars instead of plus 1 star I would have. Stay away from them if you have any sense!
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    So when an experianced technically minded person approaches Virgin's Forum Team using the same user account they've used for many years helping other customers diagnose and fix faults you don't quite expect to be told that the troublshooting and investigation work into your own service problem is trash!

    I found a recent upgrade to the Hub 5 after using a Hub 3/4 at same property for 5-11 years, was a the problem causing streaming and connection drop outs (5000 in a month Virgin Media recorded) but the response from a Forum Team member with 6 years tenure says "The hub 5 is more than fit for purpose. I've had one for many months and no issues"

    So 4 weeks later, issues not resolved, 3 engineers, 1 network team manager visit later and nothing is fixed and we still know what I said in the first place, apart from now I've even investigated deeper and isolated the issue.

    Still though I'm told that Hub 5 is not at fault, so the Hub 3 connected right this second working fine must be magic.

    No replacements orHub 4 offered to test, just wasted time, appointment changes and now that same long tenured Forum Team member has said,

    "The only offer now of a complaint resolution would be a 7 day disconnection notice, not hold you to EDF's but I will be asking our Housefiles team to mark your property as a non-serviceable address as there's no issues with the Hub 5."

    Silly Me :(
  • Reviewer
    Location
    tyne wera
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Shocking service virgan you are bigoted the lack of compassion is shoking you have not done nothing to resolve the issues rased you have lack of diplomcey and the totol lack of traning of your staf is shoking.Iv spent all day on the phon to you at virgan iv spok to to prox 20 peopel but still nothin you kept me on hold for one hour and two mins shoking then you cut me off now i am going to ofcom shame on virgan
  • Reviewer
    Location
    Nottingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    The product is acceptable however the renegotiation of service is appallingly. I experienced a brick wall when Virgin started to take out more money than I agreed. They would not refund or speak to me, failing to call be back and ignoring my repeated Emails. Its nearly impossible to cancel. My calls took 45 minutes to get through to cancellations and then the call disconnected. The has been going on for 6 months, after which I cancelled the direct debit. Because I didn't get to speak to someone, I emailed the person they told me too. Apparently this isn't acceptable. So frustrating, they are after all a communication company.

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.