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 12939 customer ratings since 2018-02-20 (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.

2882 Customer Reviews for Virgin Media

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Reviewer Location Reviewing Date Ratings
terrible every night after 12 goes out for a hour so it stops my streaming so i have to wait and without a lan cable internet is super slow so its not worth the 33 a month and it increases
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Earl Shilton Virgin Media  
If you are looking for an internet provider. Try and avoid virgin media. Their speeds are good and that’s how they get you. But it just goes down randomly I don’t think it’s planned maintenance as in there website it doesn’t acknowledge that it has gone down. However in the last 2 months the internet has gone down multiple times for no reason. Stopping me from being able to do anything on the internet for up to 4 hours. They give no indication of when it will be back online you just have to hope and wait. Terrible company with no care for there customers. Avoid them please.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    2 stars
Leicester Virgin Media  
An absolute joke. The amount of times it disconnects at whenever, especially during importmant deadlines for work is a cruel joke.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leeds Virgin Media  
AVOID!
I am a new customer, 10 days in.
Super fast when it works but totally inconsistent.
Cuts off throughout the day
Speed goes down to 16 from 144, then cuts out.
Totally inconsistent
Shocking customer service
Not supported on social media (no customer service there)
Indian call centre > no ownership of issue and each person you talk to cannot see any record of what the tech issue is from the day before.
I am shocked that Virgin brand operates in this way.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Tunbridge Wells Virgin Media  
I had problems with them last year for 3 months! And this month it is second full day without Internet... Super unreliable. Avoid if you can
  • Speed
    3 stars
Lincoln. Virgin Media  
Terrible customer service. I tried using the live chat. They kept me hanging on for 28 mins, the at the last minute it cut off and went back to the beginning. It is vitally impossible to talk to an advisor. Without doubt Virgin has the worst customer service I have ever seen. The only time they want to talk to you is when they are trying to get more money out if you. Disgusting isn’t a strong enough word for this company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Haydock, St Helens, Virgin Media  
Absolutely rubbish, it goes off every week, customer service is a joke.
Take my advice save yourself stress of calling them every week and getting fobbed off by them DO NOT GO WITH THEM.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
Virgin Media  
Arrogant and unhelpful people... I have worst experience with virgin. .. A girl was talking with me for installation purposes, she was repeatedly cutting the phone line when I supposed to talk and asking I can’t here you again and again. I had bad word for her but was in mind.
Will not suggest anyone to go with virgin
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Newcastle Virgin Media  
If they had a uk based call centre they would get a better score. Speed isn't what it is said it is.
  • Satisfaction
    4 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    4 stars
GATESHEAD Virgin Media  
Appalling customer service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
London Virgin Media  
I was really upset and frustrated after spending hours on phone.i had enough, was gonna cancel at services,went to the store .ive been so delighted and greatfull with young man called Yaz for solving my problem.it took 3days now all working and running smoothly. Thanks Yaz again
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Brighton Virgin Media  
Just AWFUL!! Do not get this - it is agonisingly slow. We will be going back to our old provider on bended knees begging to be taken back!! VIRGIN MEDIA JUST DOESN'T WORK!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Frome Virgin Media  
Signed me up knowing it couldn't deliver
I signed up for Phone, TV and internet for £30pm. They could give me a phone line as they have no capacity and charged me £52.80pm. I had to spend MANY MANY HOURS on the phone and doing emails to find out why!
NEVER EVER WILL I USE ANY VIRGIN PRODUCT AGAIN!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
LIVERPOOL Virgin Media  
i paing for 200mb ,but the speed is never more then 80mb, so i paing for nothing , i did spoke with them and the anwer is this is not wifi speed only by cable ,so how many hoses using cables not wifi ?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
PORTADOWN Virgin Media  
The speed is quite slow but sometimes it's acceptable, and the reliability is awful. Must have to re-connect my phone to the Wi-Fi about 3 times a day (Its not my phone- this happens to everyone when connected to the Wi-Fi and to most devices). Customer service is also negative and quite hostile to be honest. There has been a couple of times where £10 has been added to the bill due to a "late payment". However, payment is made, for example, at 11am, when the latest time a payment can be made is 2pm. That is not a late payment. Seems to me like a way to squeeze money out of people who pay on the last day (Some people have no other option than this due to pay dates!) Will be transferring to another provider once research for the best one has been done!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
North East Virgin Media  
in January 2018 i made a request to turn off all services and leave Virgin to go with sky. today, i contacted them to return and they informed me that my account was still live, for 13 months they have been taking payment for a phone line. they informed me that sky should have contacted them and they failed to do so. so i have been stung for £150 for a service i have nt received. in this time no one from Virgin contacted me inform me the line had remained connected and have taken my money. i googled this and note that i am not alone with this issue.
  • Speed
    5 stars
  • Reliability
    5 stars
Coventry Virgin Media  
Only just joined virgin media but get the impression they are a load of cowboys just want your money do not now what customer service means
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
South England Virgin Media  
Constantly without broadband in Central London. And always for weeks in a row. No compensation whatsoever, nor even an apology. It's also quite hard to contact anyone from Virgin Media who has any real idea of what is going on. After spending several weeks without broadband in December, just found out I'm again without broadband for another two weeks. They don't even bother to send an engineer to fix it. Just waiting for hyperoptic so I can set myself free from this nightmare called Virgin Media. Really, the worst customer service ever!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
POOR CUSTOMER SERVICE
They decided to do a maintenance in my area without letting me know. As a result I was unable to work for whole day. Upon raising a complain I got offered a petty £8 of credit. I went to regulators and got a £150 cheque then. It's disappointing that I need to go to regulators to make things right.

NO LOYALTY
Introductory offers are nice but VM never treats loyal customers fairly. Disappointing to see that you can get my package for half a price if you join VM now.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Manchester Virgin Media  
Customer services, what a waste of time. Virgin media need to spend more on training their staff. Save the stress and sign up for sky or talk talk, they will treat you much better and better value for money.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Gloucestershire Virgin Media  
Worst service provider, unprofessional and deceptive customer services staffs. Virgin should invest a bit more in training its staffs. I will never recommend virgin to my worst enemy.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Aylesbury Virgin Media  
After losing my wife i fell behind with my payments. I feel that I was treated fairly considering that I fell behind for 3 months but they gave me enough time to sort out benefits and such thank you virgin
Havant Virgin Media  
My 1yr broadband contract was up, I was changing over to a new provider which was cheaper, so I called virgin media to cancelled, the customer service man asked why I was leaving I told him, he then offered me a cheaper deal, to my horror the first bill was nearly double the amount he promised, I then contact the customer service to be told I missed out on the deal which was first promised to me now I am stock with them for another year because I was conned by virgin media.
London Virgin Media  
Think Virgin are expensive b/band medium tv and phone (we rarely use phone)
My concern is what guarantees do I have re wifi speeds if I leave Virgin for another supplier
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Stoke Virgin Media  
Virgin took my order after checking I was in their Service area. They then cancelled my order as they didn’t have the budget to do the install! The cheek of them to tell me when they have the budget they will get in touch . I have told them never to contact me ever again
  • Satisfaction
    1 star
  • Customer Service
    1 star
Shepperton Virgin Media  
Virgin media are the worst company I’ve ever dealt with.
Everything they promote is rubbish and I pay £75 for it and have to sit it out as I’m in a contract with them. 4 months left then back to sky. The internet and the tv both don’t work and when you complain they always come out with ****. I wouldn’t even give them 1 star!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bracknell Virgin Media  
shocking customer sevice
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Co.Londonderry Virgin Media  
Been with Virgin for years. Stuck with them. Customer service is the worst ever. Found had been overcharged for sport channel i didn t ask for. Apparantly it is my fault for not realising!! £80 charged for four months and no refunds as I should have realised
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
Grimsby Virgin Media  
Broadband service is 100Mb, and in the day it's fine, but the evening is more like 4Mb. Raised this with Virgin Media, they sent an engineer and they replace the hub. Now get the issue in the day as well as the night and the broadband hub is reporting errors, but Virgin does not want to look into errors from their software, instead send me a deadlock letter (so error exist, virgin refuse to check the errors), i guess its easier for them to hope i leave them..
London Virgin Media  
never again, the internet was supposed to be 100 mbs, with a maximum of 10 generally weak
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Peterborough Virgin Media  
200MB virgin broadband.
I've had it as fast as 221MB - as slow as 5MB - that's right, 5MB !
averages 70-95 and wifi drops out comstantly, always having to reset router/hub
Disgusting at £56 per month
I;m leaving after putting up with it for 4 years - it'd do unreliable now it'd making me angry. Customer service a joke
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Tamworth Virgin Media  
was with virgin media for around 5 years with nothing but trouble on a regular basis with either the internet going down or tv going down...the reason why I stayed so long was because of the amount of devices I had running through the internet....2 pcs 4 ps4s 2 ps3s and a couple smart tvs….which Netflix was playing on a regular basis on 4 devices at same time.....so thought bigger broadband was better...but six months ago...had enough of virgin and decided to jump to sky.....and wow..im running all the devices that I was running on virgin and no internet or tv down....word of advice for people when virgin turn around and say that there will be a final bill when all of the virgin devices are back to them..to make sure its done in the first month of ending virgin as if it goes over... virgin put it as a late payment on your credit.....which gives you bad credit
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
brighton Virgin Media  
My only advice is avoid like the plague. I have been with them 16+ years and the service has gone progressively downhill. Dishonesty is their customer services is prominent..i can only advise you to record any conversation if it involves contracts/money etc. I have been naive and after being told i was not on a contract..after trying to leave was told i was on a 12mth contract after a rather hefty price hike. They will pull the wool over your eyes and make it nigh impossible to leave without paying a hefty exit fee. Loyalty means nothing they couldnt care 2 hoots.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Leeds Virgin Media  
I have Virgin Media cable, recently updated to their fastest service, 200 Mb/sec. However, when I run a test, the fastest result I get is 1.73 Mb/sec — 115× slower than I am paying for. It’s a joke when this site tells me to switch to the service I am already using.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    2 stars
York Virgin Media  
Avoid. Two weeks into my contract I started to get a lot of drop out and no internet service. I called, only to get an Indian call center who were useless.
Call 1 at 7.30pm - I was told to reboot the box. I said I had done this already prior to calling and it only provided a temporary solution. I was told to do it again and that the problem would be resolved. Sìgnal dropped 30 mins later.
Call 2 at 8pm - after being put on hold for a few minutes i was told the service would be back on shortly but they would not give me a time. I told them how important internet was because I work from home and they told me it would be fixed shortly. I was promised a manager would call me back but I received no call back. Service came back on 2 hrs later at 10 pm.
The next day I lost internet at exactly the same time in the evening.
Call 3 at 8pm - I called up and asked what was going on I was told there was an area fault and that there was nothing they could do until it was fixed. A new story. I said this was unacceptable and demanded to speak to a manager as an uninterrupted service was key for my work. Again I was promised a call but nothing.
The next day I had no internet at all and could not work. My wife had to go to a relatives house to get WiFi to work.
Call 4 at 8.30 - told the guy on first line support to forget about even trying to start a conversation with me and to put me straight through to a manager. After some resistance he put me through to the most useless of people that I had spoken to in Virgin. He told me that there was an area fault and that it would not be fixed for 8 days and there was nothing he could do, I was not offered a solution. Even though I did not care about compensation (as it was uninterrupted service I needed) I was not offered anything. The worst was that he told me that he could offer me nothing but tell me I had to wait 8 days for the service to resume. I politely told him this was unacceptable and that I would be cancelling my service.
Call 5 at 9am - I called cancellations as spoke to a uk department and when asked for the reason I told them it was due to Virgin not committing to the service defined in the contract. Now I don’t know who was ********** me because cancellations told me the area fault was with tv (which I did not subscribe to) and not broadband. He told me he would get an engineer out tomorrow and resolve the issue. I subsequently called BT to subscribe to infity my previous provider as I never had any problems with I just though I would try Virgin as it was cheaper for a quicker service. So I reserve judgement on the fact that you pay peanuts and you get monkeys. I may be surprised by the engineer tomorrow and may cancel my order to join BT again but I very much doubt it.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hanwell Virgin Media  
Finally finished with virgin sent me packaging to send TiVo box back at a collection point so I made virgin pick it up with by no problems then virgin said we owe you money after account closed they are hanging on to refund for 45 days.
Would never go back had been with them 10 years service is terrible. The whole lot bunch of Cowboys do not use them
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
North shields Virgin Media  
RIP-OFF.
Price hiked mid-contract, £280 cancelling fee.
Recently discovered an email from Virgin media dating back to 31/08/18 about a price hike. I accept responsibility for failing to notice the email for 5 months, but I am on a fixed 18 month contract not due to renew until Oct 2019, I had no reason to expect any emails from Virgin with changes before the renewal.
As I've evidently missed the 30 free cancellation period I would have to pay an early cancellation fee. The cancellation is no simple 1 off fee, but a percentage of the remaining premiums for the duration of the contract.
Only choices are to Pay £280 to leave this scam, or swallow the price rise and leave immediately in Octobers renewal.
Avoid Virgin 100%
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Portsmouth Virgin Media  
We’ve been with them for more than 2 years. Last year I renewed my contract for 12 months. And is due to expire in February.. I was paying £40/month and now they increase it to £53/month. They did that without letting me know. They’ve got the worst customer service ever. I don’t to have a contract with them again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Feltham Virgin Media  
The worst customer service I have ever spoken to! I received missed calls from what they call a “spot checker” after requesting more information if I can obtain high speed broadband in my area. I called back as the voicemail from the gentleman was hard to understand. The man I spoke to was stressed, speaking over me, pushy and did not give a good impression or make me interested in signing up. I was wary if the call was even genuine hoping that Virgin Media would be more professional with customer service calls to potential customers. Anyway after speaking to someone that I could actually understand I was informed that the previous calls were intact from the “spot checker” - the customer service team pass you onto different departments and have no clue what they are doing and keep transferring you. Disappointed with my initial enquiry and after reading other reviews I have to agree with them all. Poor customer service and sound like the reliability is not good either.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
North London Virgin Media  
THE COMPANY HAS SCAM PRACTICES. Good internet but they're such a scam. They failed to charge me my bill via direct debit, and only notified me of the failure after 15 days, when I would've been charged a £10 late payment fee. Such a scam and easy way to make money. EXTREMELY POOR customer service as well - on one attempt to cancel my contract, I called in, took about 10 minutes before I was connected to a person, and this lady was forcing me to give my email so she could send me a referral code WHICH I DID NOT WANT. I repeatedly said I didn't want the code and she kept forcing me to. Wanted to hang up but she hadnt finished the business, so had to fight over that and in the end the call ended because my prepaid airtime had finished. Lol. NEVER AGAIN
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Coventry 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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