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 14543 customer ratings since 2017-12-12 (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.

2758 Customer Reviews for Virgin Media

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Reviewer Location Reviewing Date Ratings
Very disappointed with the broadband service. One of the worst I have had. No call reference number, no complaint email address to send your quick emails to. They lie at every step. Have to wait for hour to get through when rang. I also tweeted by all they have to say is call again to customer service and will be able to help. Lol. One of the worst company. If it would have been possible I would have given them negative marks.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Manchester Virgin Media  
A TERRIBLE company! Awful customer service - they really don't care. They overcharged me, but refused to believe that I was right. Due to the bad service, I changed suppliers and then they chased and threatened me for about £13, which they said I owed them (it was more like the other way around!). I told them to to "go forth and multiply" and just this morning they sent me a letter to say that as "a gesture of goodwill" they would cancel the amount I 'owed'. That's very big of them! IDIOTS!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
Yorkshire Virgin Media  
Possibly the worst company in the country tried to cancel contract even though in said contract start date was 7/11/2018they told me that was wrong and the start date was in October so wouldn't cancel it can't wait for next year and tell them to do one think it's about time government stop these companies tying you into contracts that you can't get out of
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Nottingham Virgin Media  
Rubbish company,cancel contract after years.The speed up o 100mb getting 5mb if you lucky.
Burnley Virgin Media  
Can’t even give one star just because of the customer service! Seriously so bad ! Bad and bad and bad !
I will never ever recommend it to anyone!!!!
Sooooooo poor not the network !!!! The customer service!!!! Learn some respect!
  • Satisfaction
    1 star
  • Reliability
    1 star
Virgin Media  
Rubish Rubish Rubish don't even think of joining this crap broadband service provider. "Service fault in your area" is a regular occurrence which means no internet for days on end or intermittent service. Unreliable. Customer service horrendous. Two complaints so far and NO reply. Was told by a staff member that there's no point complaining and I understand that now. AVOID
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Cancelling with virgin is a nightmare!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Virgin Media  
DO NOT go with virgin media!! Signed into a 1 month package, for £40 a month, paid £60 for them to come out and install it for £60 you'd think the box was included, used my first month then cancelled it they then charged me double the amount to cancel and still expect me to send the box back even though I only used one month, absolute rip off, there now charging me an extra £40 for not sending the box back but I chucked it out when cancelled?? Cant believe it. Not happy do not go with virgin media
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Great Yarmouth Virgin Media  
DO NOT SIGN UP WITH VIRGIN.
We are 8 Months in to our Contract with Virgin and several days ago we lost internet connection, this isn’t the first time it has happened. The update service informed me it would take a week to resolve this issue. Reluctantly I called their primium rate number in Hoping I’d be able to cancel the contract as it was their fault. No luck. Estimated downtime in the last 10 months is 5-7%. Very Poor
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Leeds Virgin Media  
virgin messed up install, left us with no landline or internet for 10 days, customer services a joke,avoid this provider.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Cambridge Virgin Media  
This is probably the worst company we've ever had. Fast fibre optic 200mbs speed? My arse. They will charge you extra on everythig and add extra bills for nothing. Did I mention you don't even get wifi? As I am writing this I am using 4G since virgin haven't sorted our wifi out for TWO MONTHS. You guys suck I wish I had gone with BT. Now I am stuck here with a massive bills and now wifi whatsoever.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Brighton Virgin Media  
Hello. This company is terrible if you can, avoid it at all cost. The network crashes are frequent and they will not give you a discount unless you go through a long reporting process.The customer support has no regard for the customer well being. There contract has loop hole's that are highly beneficial for them. You can not trust virgin media I was there customer for 6 years and I could not be more happy that I left. The only reason you would want to use there service is because of the Broadband speed but it's not worth it any more most of the other providers have caught up in that respect. I hope this will help you avoid this trap. Good day.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Peterborough Virgin Media  
I have signed up for 50mbps virgin fiber, thinking i was making an improvement over talktalk fiber. This was very much not the case, in fact i can hardly use the virgin system due to it dropping out and buffering everything. So today i decided to speak to one of dickys astronauts to get it sorted, but all i got was a impertinent "foreign person" that told me the weak signal could only be sorted by an apgrade.... virgin as a company is goin down the toilet! Never again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Lanarkshire Virgin Media  
So I've been a member since before time began!! Basically since cable first laid their cables and were called telewest!!
Never asked for nothing in the she 25/30 years.
When I finally got my son to ask for a new V6 box which he had got 3 of for his house for nothing got told I would have to pay 100 pound.
When we finally got a half decent deal off them and told to ring retentions the offer was dropped and we asked to cancel....they duly obliged!!
Shocking customer service
Richard Branson more like Richard the terrible!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
Rotherham Virgin Media  
Over priced and under performing. Will be leaving virgin soon and will never go back.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Cambridgeshire Virgin Media  
awful install - came back and sorted out few weeks later

Receiving 50MB on their 50mb service...however whichever browser i use and coupled to hard wire ethernet - youtube struggles badly with............1080 x 60 !!!!!! - buffer symbol several time er min..

Spent £10 on the usual painful phone call - where they are only trained to talk you around in circles in barely understandable English from an Indian bedroom til you give up or shoot yourself

Pointed out they were offering 100MB for same amount and that I am a 2 week old dissatisfied customer...my problem apparently
Then the thing stops working - turns out that for some reason they ignore DD and send you an email bill?!! - for over £100

Next phone call, I simply cannot relate in civilised tones (another £10 on pay as you go) couldnt tell me why it was a hundred not £33 - told me to look on internet....I pointed out that could be tricky - he replied that if i refuse to tell him exact amount owing from email I would fail the 6th level of security checks

I pointed out that since my mobi no. checked out with their records and i confirmed postcode, name, address , when installed. type of contract,..zzzzzzzzzzzz and was trying to pay to re-establish connection............i am kinda highly unlikely to be some criminal mastermind....eventually he said, well how much do yu want to pay?...I picked a random fig, he processed it and back on line...none the wiser - still wont handle 1080p..........it is no better than my £19 talktalk, which incls phone...avoiding the 2 £10 phone charges in first week (£100 +£20) for 30 days of 720...dont get me started on the wi-fi!! - 10mb!!!!
kettering Virgin Media  
Wish I never made the move to Virgin!

Currently paying for the VIP package with 350mbps speed.. so far the best I have achieved is 190mbps. I know to some that is fantastic speed but this will last 5 minutes max and then drop to 30 odd... I have spoken to the team at virgin who replied saying 350mbps is only achievable on wired connections and would depend on the house, I asked for them to lower my package as I don’t even get 150 as a constant but they have refused. I am now also struggling with my tv package. It freezes and struggled to load.

To give you an idea how bad things are, I am getting buffering on Netflix! Yet I pay £89 a month... awful service.

My complaint has been sent 6 days ago and I am still yet to hear from them.

I am hoping the 12 months go quick so I can go back to Sky with BY internet.

Please seriously consider options before jumping to virgin.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Nottingham Virgin Media  
Moved house so cancelled my contract, told I was due a £17 refund then got a bill for £52, phoned to enquire why and just got told that this was correct. Asked to speak to someone else as the guy I spoke to didn't want to listen, hung on for 15 mins waiting for some one, got fed up up waiting so hung up, ok I lose £52 but long term virgin will lose more as when we move into our new house I have a choice of by or virgin, guess where I will be spending my money?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
Kent Virgin Media  
ive been waiting for over 3 months for an install all I get is rescheduled appointments and excuses if I could put -5 stars their that bad use a different provider!!!!!!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
UXBRIDGE Virgin Media  
Awful company I moved they couldn't provide me with the service I had to pay disconnection fee customer reps are idiots I will never deal with these people again
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Belfast Virgin Media  
If there were 0 stars I would give them that. Rubbish customer service, been called a liar by the MANAGER when reading out facts about my contract.
I’m trying to cancel it at the moment WOUL NOT RECOMMEND AT ALL, TRY TO AVOID
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol Virgin Media  
Have you ever tried playing games, videos and movies with 1Mbps - 8Mbps speed ?
I HAVE !! for the last three weeks been having the worst internet ever. my contract is with 200 Mbps !!
My family had it worst, a family who mostly work from home had no internet for 19 days without any warnings or emails nor any phone calls.

One thing I've learned after being a loyal virgin media's customer.

Don't be a cheapo
Dont fall for the high numbers 362mbps or even 213 mbps BS! as im typing my internet speed is 3.14mbps.
Also virgin medias box set sucks ! slow as watching a grass grow. specially Netflix!

Anyways last few days until I change, hope people who came here to see review makes smarter decisions.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hampshire Virgin Media  
Despite being a loyal Virgin customer for many years, with our wifi, TV and mobile phone contracts with the company the service we have received is appalling. The iPhone I purchased from Virgin has according to apple "inherent hardware faults" and is liable for replacement under EU consumer laws. As it transpires, Virgin clearly doesn't follow EU consumer rights laws and by extension clearly doesn't care for its customers. Having experienced shocking service with call centres supposedly trying to help hanging up and the company doing everything they can to avoid taking responsibility for a faulty product they sold I would not recommend this company to anyone. As Apple stated they would replace the phone had the sold it to them it highlights Virgins blatant disregard of not only the customer but the law. Therefore, if you are confident enough in the service to expect no faults whatsoever Virgin is fine but come any issue you can expect extreme mistreatment and to spend the majority of your time going in circles to rectify a problem not caused by you.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
North Yorkshire Virgin Media  
Never could I have imagined a service this bad in all my wildest dreams...

I could write a book of my experience with Virgin Media. I purchased the best service they could provide and had 1 month of 1mbs..........
Unbelievvable.

I had called them on a daily basis, and when that month was up, they offered me £10 cashback from my bill, which even that they forgot to subtract.

You call for help, you deal with people in India.

You explain your problem every single day from the start again, because they change people in every single phone call. They cut you off if you get emotional about it...

There is no win with Virgin Media, and they are officially the worst, most corrupted provider in UK.

Stay away from them at all costs!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Southampton Virgin Media  
Just got virgin media set up today and worked fine, internet was working and so was the tv and then about 4/5 hours later it stops working and can not access anything, tv is down the broadband is down. Rung customer services and they were absolutely useless!!!!!! Can’t get an engineer out for another week!!!!! Come on seriously?!? Also when I signed up for it we got told we would get sky cinema for free for three months when the tv was actually working it wasn’t on there so I rung customer services and said I ain’t getting it as nothing on the notes! So I demanded to get it as was promised and she just went ‘no’ what customer service is that! So far my experience with virgin has been shocking! If it gets fixed next week I’ll be happy if not I’ll be switching to Sky!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leeds Virgin Media  
They sold me broadband on a 30 day rolling contract for £35 with a £70 activation fee. On the day the broadband was supposed to be live, after an hour or so on the phone to support, I found that the virgin media cable was hanging down outside the house blowing in the wind. It took an engineer visit to sort this out and the connect started late.

As if this wasn't bad enough, during the sales call I was assured I could add a phone line on later on, bringing the total cost of services to £42 per month. I called literally 3 days later to act upon this agreement and found they wanted a £25 activation fee for the line, and they wouldn't honour the agreed price and wanted to up my charges to £43.75 per month.

As my father says, it's the big companies you have to watch out for these days. They cheat and lie and say whatever they need to get the sale, and treat you like rubbish after that.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Oxford Virgin Media  
I am very proud to say that virgin is the worst possible internet/broadband you could ever have the amount of hassle I have had with it is so unneeded they really need to sort their act out virgin is rubbish!!! Definitely would not recommend I can create WiFi better than this!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Macclesfield, United Kingdom Virgin Media  
Beyond poor. Was supposed to be connected last month but they keep missing deadlines and appointments with no explanation. going with another provider. There is no customer service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Mansfield Virgin Media  
Keeps freezing dropping and crashes pc and mobile
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Welwyn garden city Virgin Media  
Virgin Media is sending advertisement letters to houses stating that the street is connected with fiber but in reality they don't have permission from local authorities.
This is to trick customers to sign up with virgin with the hope that they will get the permission (due to the number of customers requesting the service).
This is an unfair practice for the customer and I'm almost sure it's illegal too.
I had to wait 35 days for Virgin Media to try to connect me, after several hour long phone calls with customer service, but at the end they just canceled my order because they didn't get permission from the local authorities and without even the decency to let me know.
I then received a call from their "Customer loyalty service" asking me why I canceled my order, the poor lady was so embarrassed when she realized what was going on that she hang up on me...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London, Walthamstow Virgin Media  
Broadband is fine when it works, but cuts out multiple times per day. If I can get through streaming an hour episode of something it's a minor miracle. When I phoned them they just told me to turn it off and on again, they weren't interested in trying to diagnose the problem.

When I tried to transfer to talk talk, I was told I had to do the landline first, then couldn't cancel broadband or TV until after that - so they get another month of payment from me. Worst broadband service I've ever had, stay away.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Southampton Virgin Media  
When moving home had to cancel as VM don’t have services at my new address. I’d been happy with broadband & tv so would have taken them with me. When I called to cancel the very curt and clearly miserable customer services woman told me there would be a disconnection fee of £150, she refused to put me onto a senior manager. I hung up. Next day called again, very nice bright woman answered, apologised that they couldn’t offer me a service at my new address but that as I paid a month in advance I was due a refund of £50, which I duly received! Clearly no real policy just luck of the draw...so I recommend trying till you find a civilised reply!
  • Satisfaction
    5 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    3 stars
Camden Virgin Media  
The wose thats all i can say i've been with company for 10 years the customer service is the woset.Im looking to leave.
Croydon Virgin Media  
Been with virgin yrs last year give me ne wifi hub had engineer said these hubs are poor signal for wifi using iPad few feet away then bought net gear router for wifi and used there's as modem I told them signal poor paying 57 pounds for tel and broadband only cancelled contact nothing but Cowboys and rip off merchants been trained by dick turpin
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
North shields Virgin Media  
Started off on what was originally a good deal. They gradually gave me a free upgrade which after a period you eventually end up paying the full monthly charge for the free upgrade (very sneaky tactics). I find customer service is very poor and they adopt tactics to try and make it as difficult as possible to cancel without having to pay for calling them. Even with my “free” upgrade the broadband isn’t the best as I have called them several times with speed issues as they do not tend to reflect the advertised speed... shocking really.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    2 stars
Ellesmere Port Virgin Media  
Planning to terminate my contract, customer service told me that they have special offer for me and offered higher price than stated on the website, just unbelievible!!!
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Hemel Hempstead Virgin Media  
Changed to virgin one week ago pathetic speed is slow and customer service beyond a joke
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Northern Ireland Virgin Media  
Not reliable, prices increased a few times a year.Virgin media is wrong decision for long term customers. My advice would be, if you are reliable, long term customer, it is better choise to avoid this comoany. Worst experience ever I had with contrac
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
Tamworth Virgin Media  
I have never left a review for anything in my life. But today I have come to the conclusion that the cancellation process makes Virgin Media a criminal organisation.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Hertfordshire Virgin Media  
Just had phone broadband and tv Installed today while I was at work.
Worked for2 hours now have to wait 2 days for an engineer!!!! Disgusting, bt never failed us once in 2 years!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Halifax 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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