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
    3.2 stars
  • Reliability
    3.1 stars

Based on 8291 customer ratings since 2019-03-01 (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.

3323 Customer Reviews for Virgin Media

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Reviewer Location Reviewing Date Ratings
Virgin Media are an appalling 'company'.
All these reviews are 100% corrrect (when the majority of trust pilot reviews are fake) - Virgin Media themselves ignore this.
Other review sites shamefully ignore these reviews too.

Virgin Media has non existent customer service - I mean non existent.
Nothing works - live chat/website - no one ever gets back to you.

The twitter team are a waste of space.

The exec team rang me last week - she was the most nonchalant person I have ever spoken to in a complaints team. I had zero confidence she would do anything right or properly and this week I have been proved right.

I had complained because of live chat, the website, the twitter team and a non response from a letter I sent in a month ago to no response.
B. in the exec team was supposed to mark my contract as cancelled on the 13th April 2020 and credit my final month as an apology.

Instead, on Tuesday Virgin Media have sent me a new contract starting 20th April - Virgin Media are total cowboys.

Never ever give Virgin Media your money.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    4 stars
uk Virgin Media  
If I could give them -10 stars I would. They won't stop calling me despite me telling them multiple times not to.

Takes 20 minutes to get through to a human and when you do they're Indian and will happily hang up the call on you.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bath Virgin Media  
I have today given notice to cancel my Virgin broadband package. Frustrated with its lack of reliability and extemely poor customer service. Told today the isdue may take until 2nd March to fix.No good when working from home! Need reliability over speed. Do not recommend Virgin
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Plymouth Virgin Media  
Been with virgin broadband since started think it's time for me to change broadband. When virgin first came about they were ok, but now it has degraded so badly its not worth having.
  • Speed
    2 stars
London Virgin Media  
No wifi in Travelodge, 5 days to respond, then "customer service" send me a cut-and-paste email telling me to contact "customer service" to get a reference number first so that they can deal with my enquiry (yes you read that right).

Blithering *********, I would give them zero stars if I could.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Chessington Tolworth Travelodge Virgin Media  
Upgraded to business broadband. The speeds promised have never been achieved. Very often no internet and poor signal even with hundreds of pounds spent in boosters etc. For the first time in ages I turned on virgin tv and paid £25 for sport. The pay per view chanel never worked. 50 minutes on hold got cut off first time. I have an engineer coming in 5 days time! I wonder if I will be refunded without a fight?
Hurrendous
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
Essex Virgin Media  
They are disgusting. They have no customer service and when a problem arises it’s a nightmare to fix it.
Can’t wait to look for another provider
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cheltenham Virgin Media  
After more than 12 years of being a loyal customer with continued price rises from £30 (for TV, broadband and landline) to currently at £58 across all three services, I am calling it quits with Virgin Media.

Recent weeks have seen erratic and multi-hour (even multi day) disruptions continue. Measley compensation of £8 (for every day's loss of service) and resigned apathy from client service agents convey a company culture that is not bothered about customer service.

As I rejected with the aggressive price hikes associated with my previous contract with Virgin Mobile, I am now doing the same with Virgin Media.

When I announced my intention to leave today, they offered me £2 discount on my current package compared to the comparable £44 package that Sky has offered me (saving £14 every month). The costumer retention team didn't even bother to try to match it. Loyalty does not pay with Virgin Media.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Surrey Virgin Media  
Frequent, sudden outages lasting from fifteen minutes to half a day. Moreover, I have been re-billed for a paid bill several times. Getting reimbursement is a nightmare. No customer service at all, talk to someone is impossible, they ask you to leave messages but replies take days and are often evasive and not straight to the point. Avoid this provider.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
London Virgin Media  
The broadband speed and reliability was definitely not as advertised but, as I don´t stream or game, it was okay for me.
However, I am now disgusted with their service and attitude.
I am about to move house and I attempted to move my service over only to discover that they do not cover the area I´m moving to. I was then horrified to discover that they are charging me 150.00 because they can´t provide me a service.I was actually told that it was my fault for not checking if the new house was covered before I bought it. Not really a top priority at the time.
I was advised that they were entitled to charge me as it was in the contract. I had, however, never received a contract. I was told that it was my fault as I should have chased Virgin when they failed to send me a contract. It was a costly oversight of mine but I hadn¨t realized. They never failed to collect their monthly payment.
The customer service operative was condescending. She excused their inefficiency as "human error" but my actions were foolish & any consequences my fault. Awful people.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
West Midlands Virgin Media  
Virgin Media is a joke. After cancelling my contract 3 days after signing up because of their terrible customer service and lack of completed package, they tried to charge £5.40. After speaking to a manager he assures me that the account has been credited to clear this amount. 2 weeks later i notice they are trying to take money from my account. I call them a third time and get told to cancel my direct debit as it has been sorted out on their side. So thats what i did. Then a week later i receive a further letter explaining i owe £5.40. When i ask to be put through to the complaints dept, he says they do not have one and i should do it online.

So here i am complaining online.

DONT GO WITH VIRGIN MEDIA!!!

SKY HAVE BEEN GREAT SINCE I JOINED THEM. THR CHEAP PRICE IS NOT WORTH THE TIME WASTED WITH THIS UNBELIEVABLE COMPANY(If you can call it one).

#virginmediabroadband #terribleservice #wasteoftime #missingparts #cheapinternetevencheapercustomerservice
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Kent Virgin Media  
AVOID AVOID AVOID AVOID AVOID,
I was due to have my broadband installed at 1 p.m. today only to be told the installer had not been left a connection and was unable to do it. Since then i have spent the last 5 Hours making phone calls and being promised call backs that don't come, you get pushed from one person to the next and asked your details over and over again with not one of them being capable of giving an answer, I never leave reviews but feel on this occasion I had to share how bad this company is, in the last phone call i asked 6 people to put me through to the complaints department without ever getting there.I had cancelled my previous provider from today so I am now left with no internet my previous provider has told me it will take 2 weeks to reinstate the service so thank you very much. I will not be using virgin media now or ever in the future.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wiltshire Virgin Media  
Recommended 2 people who took up the offer. Saw nothing of the £50 bonus and neither did they. Tried to get this back but customer services either ignored us or hung up on us. Got 2 letters to say that they had tried to get in touch after we used resolver to complain, what a load of rubbish, it was a standard letter and they had never called or emailed. The speed is quite good but it drops every day so cannot be relied upon. As soon as our contract is up, we are leaving them and urge you to shop elsewhere.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Bolton Virgin Media  
Internet down in our area for 3 hours from noon today. Virgin knew it would be happening at 8:30 this morning but failed to inform customers. Poor customer service Virgin, would an email to all affected users been so difficult?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Northampton Virgin Media  
Terrible service. Virgin have falsely claimed that I was emailed a contract on a certain date, by which I entered a new contract. This is certainly false. I have as a result been trapped into an expensive contract for several months.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
EXETER Virgin Media  
Awful customer service. Was trying to find out how much notice I needed to give to cancel my contract, and potentially renegotiate a new deal. The cancellation team were awful. The woman was aggressive, rude and patronising, and refused to pass me on to a supervisor or someone else. I eventually had to put the phone down. When I called back I spoke to another woman who went to check / speak to the first person I had spoken to. She then came back and immediately informed me my account would be cancelled in 30 days. No attempt was made to keep me as a customer or apologise. The best way to judge a company is how they deal with an issue. Virgin Media are awful.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    4 stars
Billingham Virgin Media  
Dreadful service, horrible thieves (£43 a month for much worse than £15 a month) abusive ignorant staff, liars, trash, endless harassing phone calls, garbage equipment - awful animals
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Lancashire UK Virgin Media  
Technical Support is Diabolical. 3 weeks no internet.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Edinburgh Virgin Media  
When I moved into my student house, I was told that Virgin Media was the best choice for broadband. However, there is nothing even satisfactory about it. The WiFi doesn't even work most of the time, and when it does its ridiculously weak. Then when you try and call customer service it takes three hours (not an exaggeration) for them to answer. Also, they have installed an automatic child safe service, which blocks websites that are in no way unsafe for children, and there is no way to turn it off if you use a bill sharing company, since you have no access to the account, meaning that I cannot complete very important work. Overall, I would say that everything about them is rubbish and I wouldn't recommend them to anyone
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Nottingham Virgin Media  
I made bad decision getting virgin media, since I had this contract the wifi have barely worked, everytime I have informed virginmedia they have blamed the others never got any correct answer, rude staff majority of them doesn't have a clue about company. Today I received an email that I've been charged extra for company's new upgrade which I was not informed before it got changed such a rubbish company. Give your staff training.. waiting desperately for the contract to finish so I can go back with SKY ..
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Manchester Virgin Media  
It's not the speed that is bad when it goes into the router it's superfast, when it comes out of the router, it's super crap the hub 3 is a real piece of *****!!! Oh! and the technical side is abysmal, apauling, they know nothing, nothing, you hear, sometimes they pretend they can't hear you on the phone, and they hang up star clear, they are a greedy, crap, company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    4 stars
Manchester Virgin Media  
The worst service and customer experience I think I've ever had. I have been a customer for two weeks and so far they have failed to deliver a steady broadband service. I've now been down completely for three days and Virgin refuse to cancel my contract without charging me £250, despite their own operative this morning telling me that I was within my 14 day cooling off period - when I called back to activate that, they decided that in fact the cooling off period started from the order date, not the date I activated the service. They couldn't care less about me and showed no compassion at all. I am so disappointed in them. Avoid at all costs!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Brighton & Hove Virgin Media  
We use Virgin WIFI in the Travelodge where I'm working. I have to phone up regularly on behalf of guests because their system always denies people entry for WIFI that they've already paid for. The WIFI Helpdesk is one of the worst customer helpline I've ever had experience with. One of the supervisors will lie his pants off right to your face. If you have any issue with them then they refuse to help and they leave our guests without the WIFI that they've paid for. They don't seem to understand how their own systems work and when you ask for their managers email to complain they give you a generic office email so they can hide all their many issues and lack of ability. They don't seem to understand their own systems. Really poor.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Cardiff Virgin Media  
Absolute worst experience with Virgin. I am counting down the days until our contract ends. Broadband is awful and the customer service is even worse. Cannot come to a conclusion without being put through to 3 or 4 separate people who have no idea who to help.
AWFUL. AVOID!!
Northern ireland Virgin Media  
had a broadband fault for 3 months, Virgin media could not rectify the fault and would not compensate a fair amount for the issues.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Romford Virgin Media  
Very bad experience!!!l don’t recommend at all!they try to charge a lot of money!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Tothenham Virgin Media  
They got my name wrong.

My bill increased 90% after a year.

I was promised 100mbps wired to my house yet never exceeded 14mbps in three years.

Why not change provider? well my BT line within my rented property was too unstable for broadband so fibre was my only option.

Finally I was moving house so it seemed as best time as ever to leave my rolling contract with virgin.

But they would not let me leave without giving them my new address!!!

WHY?

Presumably because now i'd moved my data was worthless to them and they wanted to continue to agressively market me. I had to LIE to them in order to gain severance without giving my new address which made me feel like a criminal.

Over the years i've been with most of the big name providers and it pays to change occassionally, but i can confidently say that virgin media are the biggest charlatans out there. I'd genuinely like to see how theur staff are aggressively trained behind closed doors.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Kent Virgin Media  
Shocking customer service, 40 minutes on the phone before you get an answer.

You then have to sit on the phone for a further 15 to reset your router. This is if you ever want to turn your router off to save electricity whilst on holiday...

What a joke

They don't care for customer service or good deals, they also seem to dislike keeping a constant download speed.

Fibreglass 100mbps and it's slow?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Manchester Virgin Media  
oh my goodness Virginmedia , in simple words Terrible service and hidden hefty fees , they treat their customers as fools. I wouldn't recommend this to anyone.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Surrey Virgin Media  
Please be aware once you are a customer then they dont care about you will not help you in any way and I tried to order extra box for bedroom they said fine £7.50 a month but after a activation fee of 130 pound only first time customers get free activation fee even though they only send box in post and I plug it all in its 130 for them to push button and switch it on please be careful I can not wait for my contact to be up the worse company I have been with going back to sky tv wish never left them :(
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Leicester Virgin Media  
They should rebrand as Virgin Greedier. Charging loyal customers £65 when new customer deals are £27. Shocking.
  • Satisfaction
    1 star
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    3 stars
Cambridge Virgin Media  
If you could give no stars I would give them that. Worse company ever!!!!
Could never get a signal in any room I live in a 2 bed flat ridiculous to say the least. Call to get someone out good luck they don’t show. The best of all they don’t understand the words of cancelling and continue to charge you even though you haven’t used the services in 2 months. Waste of money £40 just for WiFi nothing else included. These guys love wasting your money and your time. Very contradicting on the phone, worst customer service I’ve know in my life. Honestly Virgin Media you can shove it. GO WITH SKY GET MORE FOR YOUR MONEY DON’T LET THERE LIES GET YOU.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
South Yorkshire Virgin Media  
Undoubtedly slowest and least reliable ISP I have ever had! Stuck in a contreact and cant wait to escape.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Bournemouth Virgin Media  
Most appalling customer service I’ve come across and this was on installation day, thus I was able to cancel. Despite having spent over 4.5 hours on the phone doing the grand tour of idea. It took another 45 minutes to cancel the contract. A new record. AVOID
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Every two to three weeks it goes down status checker says no problems for a few hours log in wants to book an engineer. Another hour it says we have a known issue late PM it works again
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    5 stars
  • Reliability
    1 star
West Midlands Virgin Media  
I took the 200mbps deal with virgin media, what they did not say was you only get this speed on 5Ghz network.
As all my devices work on the 2.4 Ghz network and are not compatible with 5Ghz my speed was only about 30 mbps.
I spoke to the customer service department that put me through to there Technical department who know nothing and the read from scripts I got told by someone that works for them. In the end I complained about the way there technical team was treating me and then cancelled my contract. I got told I will still have internet for 30 day but out of spite there technical team cut me off straight away. I spoke to there contract department who said I should not have been disconnected but there technical department would not reconnect me. I am going to speak to Ofcom on Monday and complain about them. I even got told by one of there employees that they charge there customers for fiber optics but only use coaxial cable not fiber cable. I'm never going back to them. Really bad customer service but there engineers are great it's a pity it's really hard to get there engineers out to help you.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Harlow Virgin Media  
Absolutely disgusting company, was left without internet for over 4 days back in December, same as ALL households in the SW19 area (London).
Filled an official complaint both by telephone and on the website. Regardless of this, no credit was applied to my next bill like if nothing ever happened.
Took a really long call to the customer service team, to be credited ONLY 10£ (out of a total monthly bill of 50£), for 4 days without internet at all that made all my household lose business as we all work from home.
What a joke of a company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Well now, what a bunch of jokers Virgin Media are. So far it has been over 2 months since we paid them for an install which was estimated to take 10 working days.
It's now over 2 months later and they can't even respond to emails or have the courtesy to provide any actual useful information. Avoid, avoid, avoid at all costs.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Witney Virgin Media  
Virgin came in my neighborhood to install fibre. They did it for all of the houses except 2 (Unfortunately one is mine), from witch they left their 'Box' 20m from the house, maybe they considered doing it 'later' and forgot?

Despite contacting them, escalating this subject and being told that we would be contacted - "Promise" - nothing has been done yet and the usual response "Please register your interest and you will be contacted" is getting on my nerves.

Shall this review raise an alarm on an irrespect.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
BASINGSTOKE Virgin Media  
We have had a very bitter experience with Virgin. Without advising, our home phone no. has been lost! They are unavailable to reclaim it due to the time taken to respond to the request. The customer service is horrendous. An apology does not resolve the issue. Stay away from Virgin!! Would not recommend it!! Rating of -1
ILFORD 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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