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
    2.9 stars
  • Speed
    3.3 stars
  • Reliability
    3.1 stars

Based on 857 customer ratings since 2023-07-17 (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.

4,708 Customer Reviews over 471 pages

  • Reviewer
    Location
    Portishead
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    The Internet itself was fine most of the time but nowhere near the advertised speed or the speed the technician showed me with installation.

    The new broadband technician said the virgin media installation at the exterior was shocking and that they removed some of our home insulation without replacing it or informing us of it.

    The bill went up from 35 to 100 after the 18 month contract ended and you are forced to give 30 days notice so now I have to pay that amount a second time before I can leave.

    They added a TV package that I never used, so I asked for a refund and cited the appropriate laws like the consumer rights act, and this was ignored.

    Trying to cancel was a very bad experience. I had to verify myself 5 times, because I kept getting disconnected. The agents seem to drop your query almost at will and then you have to start all over again. The process for cancelling is awful. I probably won't consider virgin media again for a good 20 years or so.

    Stay away.
  • Reviewer
    Location
    SW14
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      3 stars
    Comments
    Due to price hike £29 to £63 I asked to reduce speed and price. They offered a higher speed at the same price or a lower speed at a higher price. The keep trying to sell you speeds that are not necessary. Takes ages to speak to a person who is following a script rather than listening to your questions. Awful customer service.
  • Reviewer
    Location
    Leeds 15
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Arranged to get broadband fibre installed at my home. Booked on 4th June to have installed on the 24th June.
    The external cable from the telegraph pole was connected around the 6th June. As the cable was running over the corner of a roof tile I contacted virgin. A engineer came out on the 19th June he was dismayed at how it had been done and said it would eventually fail.
    On the morning of Sunday 23rd June I received a call from virgin to confirm my engineer would be calling the following day Monday 24th between 8 and 1 to see if someone would be at home I confirmed that I had taken a day off work to be available.
    I asked when the issue with cable would be resolved, the virgin customer service rep put me on hold coming back a few minutes later and said that due to the cable issue they were rescheduling the internal connection I tried to explain that was not needed to be done prior to the internal work and had cancelled the install due the next day and would reschedule.
    I tried to talk to the virgin rep but she didn’t understand what I was trying to explain and hung up.
    I received a text message moments later with a new fit date over a week later.

    I phoned the call centre moments later to try rectify the issue with absolutely no success or help.
    This is my first dealing with the Virgin brand and my experience is probably the worst customer service I have ever received. We have cancelled our broad band contract with virgin. We did not recrive a retention phone call??
    Stay well clear of the brand. If i could submit this form with no STARS i would
  • Reviewer
    Location
    Leicestershire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Dear Virgin Media Customer Service,

    I am writing to express my dissatisfaction with the service I have received following a power outage in my area on Saturday, June 15th. My Virgin Media router was damaged as a result of the power surge, and I have been without internet access since then.

    Despite numerous phone calls to customer service, I have been unable to get the issue resolved. Appointments with technicians have been repeatedly canceled, and I have received conflicting information from different representatives.

    I understand that this may be a larger problem in the area, but I am frustrated that other internet providers were able to resolve similar issues for their customers on the same day. I work from home and rely on the internet for my livelihood, and this prolonged outage is causing significant disruption to my work and personal life.

    I am disappointed with the lack of urgency and effectiveness in resolving this issue. I would appreciate it if you could escalate my case and ensure that a technician is sent to my home as soon as possible to assess the damage and restore my internet service.

    Thank you for your attention to this matter.

    Sincerely,

    Farrah
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Unfortunately unable to put minus 5 stars.. The biggest mistake I did and sign up with them, stay away at any cost..The bill is always wrong, every month calling them around 7-8times to get it sorted and fixed only to get same issues over next month and its now been 5 months. Their complaint department and customer services doesn't understand anything and all they do is escalating the issue after that telling you they tried to call but couldn't reach you so closing case and you are going same circle over and over.
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Unfortunately unable to put minus 5 stars.. The biggest mistake I did and sign up with them, stay away at any cost..The bill is always wrong, every month calling them around 7-8times to get it sorted and fixed only to get same issues over next month and its now been 5 months. Their complaint department and customer services doesn't understand anything and all they do is escalating the issue after that telling you they tried to call but couldn't reach you so closing case and you are going same circle over and over.
  • Reviewer
    Location
    Bristol
    Reviewing
    Virgin Media
    Date
    Comments
    Rated 1 out of 5 stars
    Avoid !!!!!
    Terrible customer service. Weird giggling agent telling me to find a boyfriend to help me pay my £63!!! Bill! Going round in circles. Wanted to cancel as was end of contract but she stuck a whole other contact on. Scammers tbh . Stressed right out .
  • Reviewer
    Location
    Enfield
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    I had to cancel my services today because I am moving homes and where I am going my friends already have a connected active virgin media account. The company is trying to charge me £500 something for services until the end of my contact, as I ''do no wish to move my services to my new address''. Clearly the case is that I am unable to move my services, not that I do not wish to do so. Do I tell my friend to cancel his services so I can bring my ones over? This is ridiculous. The company is causing me stress and demanding for money I do not have - hence why I am moving out from my current home. How can you try to charge me for services I will not be using and cannot move with me? This company has no regard for customers and their situations- I will not be using them in the future.
  • Reviewer
    Location
    north east
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Issues with connectivity and speed ever since I switched to them a few months ago. Had 2 engineers out, had modem changed but issues persist. Booked 3rd engineer who never showed. Ofcom require automatic compensation for missed engineer appointments but Virgin denied culpability. Tried to end contract but Virgin said I would need to pay £320 early termination fee even though they have broken their own contract by failing to supply the required services set out in their contract.
    The absolute worst internet provider I've ever come across and wish I'd just stayed with my last provider.
  • Reviewer
    Location
    Wimbledon
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    They charge me £77 for the package that is advertised for £40 on their site. Contract has long expired, yet they refuse to renew the contract at £40. Even after to wrote to the Virgin Media CEO Lutz Schueler, he passed the message to complaints, and they never reply. Atrocious service. Don't even think of joining them and run at first opportunity.

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.