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)

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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
Fastest Broadband speeds,But isn’t overall reliable but problems usually fixed quickly without any problems
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    3 stars
Plymouth Virgin Media  
If you want to spend half your life on the phone to customer services dealing with incorrect additional charges and unacceptably slow refunds choose virgin media for your wifi provider.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Leicester Virgin Media  
I have been using the Virginemedia broadband since 2010, while the price is going up and up every year, the service is getting poorer and poorer. The wifi signal I get in the house is weaker and weaker and since last year, it started getting cut off almost every a few minutes!What made it even worse is their technical support - your call is either not answered after you have keyed in all the numbers and security code etc, or different technician tells you a different story and no one could actually solve your problem. It has been a frustrating experience.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Devon Virgin Media  
When the broadband is working is fine however can be cery slow a lot of the times. Considering the amount of money that we pay for it, this should not be happening. Theres been multiple ocassions when the internet would stop working and it would take Virgin up to a week to cone around and look at it - this is the same with area problems. The customer service on the phone was disgraceful, the staff memeber who I spoke to was very rude and unhelpful. Overall I'd say that when it is working it's a good internet but most of the time thats not the case
  • Satisfaction
    2 stars
W Virgin Media  
If I could give less than a star for some of these sections I would. Virgin charge us £43 a month for just internet services (and that's at the discounted rate). At that price you'd think we'd get some good customer service. It takes at least half an hour to get through to them on the phone each time (though that's at the lower end of the scale). When you do finally get through, Virgin just randomly cuts you off after wasting your minutes (I lost my 500 monthly minute over two days calling Virgin). The people on the phone are really slow (they take half an hour just to fill out forms with basic details like names and postcodes). We ordered a booster because the internet connection wasn't stretching to the back of the house at all. We knew this would cost an extra £3 a month, but we also got charged an extra 50p for the costs Virgin had to undergo just for changing the contract slightly (which so, so stupid). And their online chat is pretty much never available. We went without internet in one part of the house for nearly a month but there was never an apology from Virgin.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Coventry Virgin Media  
If you are unlucky enough to only have Virgin Media servicing you area you then you have my sympathy. I've been stuck with them for 16 years and frankly its been awful. The companies only incentive is making money. They do not care about service, which is intermittent, they just refund £1 per day that it goes wrong. The poorly trained customer services in India are rude and you will wait 40 minutes to be told by a robot what you already know. I can't wait to be in an area with an alternative broadband supplier. Woeful! Makes me annoyed to see their logo and even thinking different about Usain Bolt now!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
I have been with Virgin Media for 10 years. At first it was great and worked mostly fine. The last 2+ years have been a nightmare. I average less than 5% of advertised speeds. All customer service do is yadder and say maintenance. Their latest trick is to ask for remote connection to your rig. Do not allow this, there are many, many dodgy companies willing to bribe a low paid foreigner for your access information and many a low paid foreigners willing to accept such a bribe (not everyone). Virgin Media is the worst company I have dealt with and their lack of service and customer service has alienated me for life.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
manchester Virgin Media  
Virgin upped the payments on broadband and said it is because we were to get faster broadband this is not so.when phoning they say it will be in the area soon. They put the price up in May. this is now August and still no faster broadband.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hampshire Virgin Media  
Had set up installation with virgin media, booked time off work for the installation and was told the fee would be wavered. The day has come and they have decided to give us a self installation that we cant do as we have no virgin boxes in the house. Customer service have made us rebook another date so we will be without internet for 2weeks and they have tried to charge us for the installation, they refused to give us a discount for the first month and have already proven themselves useless before the set up has even arrived!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Brighton Virgin Media  
Not reliable at all. In the last 10 months I call support at least 20 times. What's the point to have fibre if you can use it just sometimes?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
London Virgin Media  
Forever having issues after issues after issues with virgin media. We have random days where the WiFi doesn’t work at all and during the night it barely ever works. Inconvenience after inconvenience to the extent I have to go use WiFi at others some days.
When it is working, it works completely fine but the inconveniences that come with it, it’s not worth it at alll
Customer service takes very long to get through.
I would highly not recommend getting virgin installed.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    2 stars
West Yorkshire Virgin Media  
absolutely insulting customer service, they are trying to charge me for a months worth of internet i haven't had, i cancelled over a month ago and they sent me a bill of over £100. They said when i signed up that installation was free, they charged me £50. I'm currently charging them for every email i respond to. they actually swore at me down the phone. I had great speeds when i had it, just god forbid you have to deal with a issue with them.
  • Speed
    4 stars
  • Reliability
    4 stars
Blackburn Virgin Media  
Dissapointed with virgin media overall. The internet is extremely unreliable at peak times (evenings and weekends) which make it hard to do much other that load up web-pages at a slow rate. I have to reset the router usually once a day. The speeds are far from promised and ping is very unpredictable making it horrible for gaming. I have had a virgin media technician around lots to "fix the router" which has had no effect the last three times. My parents have BT infinity which has stable ping, download and upload speeds from what i experienced when i stayed over for a week.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Derby Virgin Media  
Multiple cases of packet loss and no connection at all multiple times throughout the day. This has been the case for the past 2 months of usage.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Hucknall Virgin Media  
It's the worst service ever my land line never works clearly that's when it's working and every time I complain I don't get nowhere it's like taking to a brick wall and I've been with out a line for the past two weeks and everyday the promise to fix it in the evening they sent a text it'll be fixed by a.m. and changed to p.m. later and it's been going on more than two weeks now and it's so frustrating!!!! Cus all they do is read a bunch of bs.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
When I first joined Virgin media they were great, everything ran smoothly at a very reasonable price. Then after a year my bill was put up by £30 a month without our knowledge or agreement to pay so much extra for the same package. When I rang up I was informed that we could have 6 months free then pay £50 for the next 6 months, I even read this back to the operator who agreed that I had heard correctly.
Shock, I am still being charged the full amount and virgin media are saying this was never offered to me and refusing to find the recording of the phonecall in which I had been misinformed. When I rang to sort this the woman was very patronising, all she wanted was to take my money. I went on to write a complaint to which I had no response. When I next rang I was told that my dispute had been closed, nobody had contacted me to inform me of this. I will be taking this further as I have just been made to pay £140 as they were threatening me with debt collectors and tarnishing my credit rating.
It's fair to say I will not be using virgin media again after my contract ends and will not be recommending them to anyone when this time last year I would have!
Virgin Media  
Don't go with them west of time and money
Don't even think about it another provider with be
Better then this stupid people
They booked me and came two hours late
Did not do the job
And now they said it's going to take 6-8 weeks to be done
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
The Virgin Media Internet service has recently been woeful to say the least. I make my living via the web. I am fully dependent on the Internet in this respect. You can imagine my frustration when I sit behind the laptop to find the Internet is down. This has been occurring on a daily basis.
  • Reliability
    1 star
New Malden Virgin Media  
So far been with Virgin Media for 24 months for the first 18 months I had TV (Tivo and V+) Broadband and Phone had been perfect. after my contract finished I cannceld the TV pavkage and upgrade my broadband from 100MB to 152MB now it my first time with VM and got to say the best ever. Even helped me but canceling a 3 months bill due to been laid off. THANKS VIRGIN MEDIA AND THANKS RICHARD BRANDSON NEVER BSKYB AGAIN
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
West Bromwich Virgin Media  
Extremely poor service. I am having to pay a lot of money for a service which I can not get and due to the wording of their policy I am unable to complain. Also I am threatened with a cancellation fee of £125 so now I have to remain with this rubbish service for another 10 months. If you live in the Stratford London area, please avoid using Virgin Media- there are many other cheaper options which end up giving the same speeds as Virgin.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Stratford Virgin Media  
Virgin media are a scam, they took extra money on my direct debit for 3 consecutive months and all they wanted to do is reimburse me as a credit note. They're customer service team have the poorest customer service who told me that they couldn't do nothing apart from reimburse me until I asked for the manager. long story short, Virgin media have a wasted customer service team who can't help or support you!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Leyton Virgin Media  
A load of crap, I wont be signing up ever again,prices keep going up almost every two months.virgin sent me threatening emails " we are going to charge you for un used equipment we sent you" more trouble.. there are better suppliers out there now. plenty of choice. stay away from Virgin
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
BIRMINGHAM Virgin Media  
Absolutely appalling service never again, I am buying my self out of my contract at a cost of £185.00.They have just got too big headed and think they can do as they please. Well not with me. They can stick there service were the sun doesn't shine.
BIRMINGHAM Virgin Media  
appalling service poor broad band speed and customer service very rude and tell I lot of lies. Never again.
They send out a lot of threatening emails. They claim they are always right I am done with them.
BIRMINGHAM Virgin Media  
Virgin media has proved to me more than once that they are a bunch of liars and the most unprofessional company I've ever dealt with.

When I was going to end my contract, they were helpful and genuinely listened to my problems. After that, the manipulation started again. They tell you about discounts on the phone and then once you renew your contract, all sorts of extra charges appear.

I blame myself for not just ending my contract last year and actually believing their apology. Even the discount they offered as an apology lasted for 6 months, while on the phone they said it's for 12 months. Now, good luck for me finding the recorded phone call.

It is disgusting when big companies like Virgin media treat their customers like idiots. I will definitely leave this miserable provider even if I'll pay double to any other provider.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Liverpool Virgin Media  
I'm trying since 10 days to talk with one of the staff of virgin media and I'm asking him to help me to find out a broadband for my house, everytime I call him he says to me 'I'll call you back tomorrow" but he never calls me back!! Very bad customer service!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham Virgin Media  
Virgin broadband is absolutely abysmal I have numerous complaints. Firstly the speed is terrible I know it can differ at times of day but I have never exceeded 1 mb/s which for 30 mb/s stated is terrible. The super hub is garbage often loosing connection. The service is unreliable and is frequently down especially during bad weather. And lastly the customer service from the call centres based abroad is terrible there knowledge only reaches to 'turn the power off wait 2 minutes and turn it back on' and 'I will book an engineer' and due to the large volume of connection errors these engineers take up to 2 weeks to come. If I weren't tied up in a 12 month contract I would ditch Virgin tomorrow and wouldn't recommend them to anybody absolutely terrible service.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Liverpool Virgin Media  
The worst company. Overcharging customers for low speed broadband. The internet speed so low I could not download text on my phone and I have to pay 42£ a monthly. After calling them that I need to cancel and disconnect from broadband, because I am not happy with the service they double the charges to 93£ a month without notice and carried on charging me despite I have been told them to disconnect the broadband 2 months ago. Dishonest virgin media.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham Virgin Media  
Well i was with virgin for over 4years and never really recieved good wifi it was quick but wasnt stable it droped all the time but trying to tell this to the tech team was a waste of time as all they will look at is signals being sent to the box which the box did get so no fault was shown and i was left paying for 200mb speed even if my connection wasn't sturdy (xbox online play would forever keep loseing connection hasn't hppened with sky at all ) another issue i had was my bill would rise every month so i asked them what the could do and they said lower my broadband speed and i could save 25£ so i dicided to leave a go with sky then they pulled there finger out sent a engineer round that week to replace my modem and offered me my virgin package allmost 50£ cheaper but the deal i got from sky was un beatable virgin was £1.40 off the best price but sky gave me sky cinima 12months and a free 32inch tele now im with sky i see how bad my virgin service was as my issue's are no more
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    5 stars
  • Reliability
    1 star
Bedfordshire Virgin Media  
PLEASE AVOID Virgin at all costs. I am currently attempting to write this review with my Virgin broadband, which I am planning to change very soon. I am currently paying more than £50 for up to 50mpbs however, my internet is currently on 1.1 mpbs. This happens between 7-12:15 every day, 7 days a week. It is very rare that you will meet the 50mpbs in a day unless you're a night owl up at 3am. I have also had several periods where I have had problems with connectivity, which I must say the customer service is like a dictatorship. Each problem you have is answered with "we are having issues in your area and it will be fixed soon". This, in most cases was false as I checked with my neighbours who also had Virgin and had no problems.

All in all, please try to save your money and go for a different provider.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
London Virgin Media  
Absolutely terrible customer service, no one at virgin has any idea what they're doing and just pass you from person to person, no matter how many times you explain the problem they just don't get I, 6 months later and things are worse then ever, nothing works but they're still happy to take your money.
  • Speed
    3 stars
  • Reliability
    2 stars
Slough Virgin Media  
Virgin broadband has never been better than OK but since I 'upgraded' to their latest super fast offering (200megs) the service has deteriorated substantially. Customer service try their hardest but are of only limited assistance. The service keeps dropping (every 10 to 15 minutes for a few second) and at other times it is just so slow. Now its completely broken and they don't know why so I have to wait 4 days for an engineer. Absolutely would not recommend this service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
London Virgin Media  
Another new and unhappy customer.

Joined because they offered a fantastic deal much cheaper than Sky and with faster broadband. The deal got worse as you added all the things that Sky included and the broadband speed was nowhere near the advertised 200mbs

After much messing about I have got the broadband upto about 100mps (where it limited by the modems) but only if you are with about 10 feet of the box move to the end of the room or upstairs and the speed drops off drastically. The wifi range of the box is rubbish and it still drops connection occasionally.

Oh and then they put the bill up by an inflation busting 4% deep joy!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
stoke-on-trent 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  
‪Just wanted to WARN existing Virgin customers about unfair “contractual” termination charges!-was just ordered to pay an extra £60 as Virgin I moving and they cannot provide me with the service after I move. I was with Virgin for well over a year but had to switch to cheaper service recently as couldn’t afford their premium charge -Now it is their payback time!
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
Southampton Virgin Media  
Inconsistent speeds, bills and customer service. Terrible price that regularly increases and the actual received speeds could vary from "fine" to "unusable" with one person using it.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    1 star
Sale Virgin Media  
Primarily signed up with virgin for gaming (which against popular belief only requires a STABLE 4-5mb connection). Virgin is great at 2am when I register 34mb speeds, and a ping well below 20. My computer is new, and hard wired. But I don't really need useful internet at 2am, I expected and pay money to get useful internet during the day and evenings. After 6pm until midnight, most nights, I've observed my speeds dropping to 2-4mb. The ping results are even worse ranging from 150 to 999. This isn't a slight drop in service that's reasonably expected, this is a failure of service. I can't game at night. A 1000% drop in download speed is completely useless to me. When I ping test, I receive a level of service to various UK severs far slower than someone in New Zealand or California. I'd love to ask virgin, why is my internet in accessing a uk server slower than someone on the other side of the world? This quality of service is a complete joke. Virgin broadband, as well as useless to me at night, is not reliable or stable. How they can produce adverts implying they provide internet that is usable for a whole family? Including myself there are 2 people in the household I live. I only have one device that uses internet, my hardwired PC. How virgin have not been sued for misrepresenting claims of service I don't know. At best there claims are misleading, at worst they deliberately lie about what it is they offer. My 50mb connection is suitable for basic streaming nothing else. Even worse then my old gripes, is that now the level of service is noticeably getting even worse, over the past few months. it's gone from bad to a complete disgrace!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wirral Virgin Media  
STAY AWAY! The most disgusting service provider out there. They rob you and when you are in need they don't do anything for you. The reps give you false promises and most are outsourced so can not help you at all. Do not
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Sheffield Virgin Media  
The service is unreliable. Every couple of months it is unavailable for extended periods i.e. greater than 6 hours. It is almost impossible to speak to anyone in customer services and normally takes at least 10 minutes before you can get through. When you finally get through all they do is book an engineer which is normally not for another 2 or 3 days by which time the problem has often disappeared. Customer services are never able to tell you what the problem is or when it will be resolved.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
Cholsey Virgin Media  
I have been with Virgin Media now for Broadband since approximately June 09, and so far my experiences have been to the highest quality. The service was fitted and within 1 hour the Broadband connection was running at top speed, hitting a speed test of 9.76Mbps constant for the following hours. The only problem I have ever had with the service was for approximately 10 minutes when I had a speed decrease to 3.24Mbps, this was due to a hardware malfunction and nothing to do with the connection.
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Wednesbury, West Midlands 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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