Virgin Media Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Virgin Media.

Recent Customer Ratings for Virgin Media

  • Satisfaction
    3 stars
  • Customer Service
    2.8 stars
  • Speed
    3.3 stars
  • Reliability
    3.1 stars

Based on 844 customer ratings since 2023-07-20 (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.

4,708 Customer Reviews over 118 pages

  • Reviewer
    Location
    Hampshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We have had absolutely horrendous WiFi for over a year (11mb/s download speed when sat directly next to the router). Upon trying to improve this, they have repeatedly tried to encourage us to buy an extender, but an extender would not improve the speed when sat directly next to the router! When one contract ended, we stupidly upgraded the WiFi to the next fastest in hopes of improving the speed. We are a household of three mature students and so it is vital that we have the use of WiFi for our studies, therefore we cannot wait weeks for an engineer to be sent out so that they can keep us in a contract! When we spoke to virgin media via their online chat, we were offered multiple new deals to try and keep us and when we told them that we wanted to terminate the contract as they were not upholding their end of the contract (and so it was null and void), they told us there would be a terminated fee and closed the chat on us! We will not be paying a fee to exit a contact that is now null and void as they have not provided the standard of service advertised!
  • Reviewer
    Location
    Brent, London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Virgin media has been giving us trouble for a few months now. During the 'cooling off period' we experienced no issues with Virgin. But as soon as that ended, we've been having such an awful, stressful time.
    Virgin makes lots of promises, but doesn't keep them. At first, we experienced lots of random cut offs during the middle of the day and in the evening. We complained many times and sent evidence of this. We also requested for the router to be moved closer to the PC. They eventually sent an engineer over, who just did a diagnostic check and nothing else. He said that the cables outside were old and needed replacing and that he didn't have enough time to move the router. He asked for a good review, for doing absolutely nothing, and left. We were promised a revisit to change the router location. Twice were we sent a message to say they'll be coming, we moved the furniture etc to make it easier for them, but guess what, no show up twice. We apparently get charged 25£ for not being present at home upon their arrival, but it's completely fine for them to make false promises and waste our time. They then sent someone to change the cable outside the property and the internet completely cut off for 24hours now. After having called virgin to complain, they said they can send someone in 5 days time. When we need the internet to work from home. Such a stressful experience. We asked if we can cancel the contract, and change provider. But afcourse they said no. Useless company. Avoid at all costs. They are quick to take your monthly money, but do not give you the service you're promised.
  • Reviewer
    Location
    St.Albans
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    C-101122662
    I wonder if it is true that VM executive team deliberately engineer an impasse with the complaining customers no matter how valid a complaint, so as to kick the complain towards CISAS and close down complaints quickly meeting internal performance targets?
    Be aware of the contractual catches to avoid responsibility for faults reported to them, thus placing you in a 'no resolution' queue that leads nowhere/arbitration, because you are accused of disagreeing with them when discussing a way forward. It's a deliberately designed trap is my opinion. A play on words in the discussion.
    I tested my service speed using Ookla over wifi. I have lots of devices on my LAN. But while I had a 200Mb/s service, using this testing process (not wired to the hub), I always saw 200 or slightly more for many years, so imho it's accurate! Then after a requested hub reboot because of a VM network upgrade I started to see drastically less speed intermittently, and full speed or slightly more 80%-90% of the time, (smells like my test is reasonably accurate you would think). How, if WiFi is used it can cause Ookla to only show 10-20 Mb/s in error for their claimed 250Mb/s amazes me. I get the WiFi being naturally flakey connection in design, but with my previous testing success on mine, it was fine. But that's the contractual wording trap and now you are doomed!. VM want you to fall for the customer LAN devices, third party devices and wifi can cause that much of an error when it tested. If they had said a drop of 10-20 Mb/s on WiFi I might have agreed, not 230! Like I am a liar! Its a contractual, and unreasonable in this case, exit door of avoidance. oh come on! It's nonsense VM. Seems like a get out of jail free excuse when I am not even trying to be contractual with you, just wanting fairness! Plus my appointment with your engineer was scheduled between 8-12. He got to my house at 17:45 as logged on my CCTV. I was told by your support team earlier that day that all local engineers were fixing a serious network issue that might explain my speed problem ( their words), hence the engineers latenesses! Go listen to your telephone recordings to hear it VM. The engineer when he arrived had trouble getting the new hub to work, it was showing the white led band display on hub4, but we were unable to log into the hub. The engineer, could only see 150Mb/s with no third party equipment connected. The engineers words not mine, and he was using your engineering tools to measure the speed! Slow confirmed by VM and supposedly reported back to his manager? Was it, I bet not? He left before the hub was fully working much to my surprise and it took me a further 2 reboots of the hub to get it working properly and get my LAN up and running as it was before he arrived. This WiFi/too many devices/third party kit nonsense that never affected Ookla measurements on the old 200Mb/s service seems to me to be a sidestepping excuse when I never wanted anything but a stable service, I was not trying to pin you down or be difficult, I just couldn't get you to see the point that it's a reasonably accurate test even if only in my case, and it can't be scuppered by WiFi to the tune of a missing 230Mb/s. The CEO lady dealing mentioning Ofcom and arbitration, which seems pointless and confrontational because she couldn't see my very valid point. I'm not trying to cause you contractual issues, I just want the promised speed and reliably without BS. Fyi, a day after the hub change, the speed measured with my supposed flawed process is easily 250, sometimes 280, so is that black magic now? I just hope it stays that way as the CEO lady didn't seem to take into account it was intermittent.
    Also, sending me an 'out of contract' email on the same day as this fiasco seems contentious don't you think? Are you telling me to go away?
    I was told by the CEO lady that VM know exactly what speeds people have been getting up to their hub historically (not WiFi speed). If that is the case, why do customers ever have to complain to get an engineer out to fix it? Why are you not proactively fixing these speed problems before the customer notices as some faults affect large numbers of customers, not just single customers. If you have that ability, what is the motive behind keeping it under your hat as it doesn't seem very customer focused? Or was the CEO lady stringing me a line to fob me off validating her position, as I did have issues and I am not a liar.

    Date of experience: 14 November 2022
  • Reviewer
    Location
    Cambridge
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      4 stars
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    350hb fiber for 55 pcm. cuts off often, and goes down completely almost every evening requiring hub restart. never again.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Truly appalling. After being a client for 8 years I recently moved into a building that isn’t wired for virgin media. The property manager denied them access to install the cable, so I’m now being slapped with a £200 early termination fee for something that is out of my control. I will never use their service again.
  • Reviewer
    Location
    Surbiton, Surrey
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Moved back to the UK end of August and got Virgin Media as our broadband provider as we had them before so boxes in the house and should be plug-and-play. on 1-Sep technician came and said we don't have a signal to the house. The information given was this would get fixed within a week. A week later I am told 7-Oct we will get connected as the job requires external work. A few days before that date it gets postponed to 24-Oct. I am staying home to be around that date but nothing happens. New date given was 14-Nov. Last week I called to confirm this and also asked for confirmation on VM forum chat and was told "yes" it will get done. Then on 14-Nov nothing happens, then sms asking to contact VM. Information "there is external cable work scheduled for today. unfortunately we are unable to send our crew today". Next available date 28-Nov.
    Sorry but I have had enough. Will switch, get my money back from VM what I have paid so far (coz the emails re "your bill is ready" come promptly, plus recommendations on what wonderful new movies I should be watching). Enough is enough
  • Reviewer
    Location
    Hatch End
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    A truly attrocious service, both in terms of broadband and customer services. My broadband has had issues from day 1 of the service and was told to increase my broadband package to improve this. I paid more for this and even then the service kept cutting out during important zoom calls.

    Their customer services does not have a clue and all they seem to want you to do is reboot your router several times.

    The final straw came when I was left without broadband for over a week so decided I had had enough and was going to cancel the service. When I called to cancel the services they said their computer system was down so could not cancel my service.

    3 days later and I am still waiting for my services to be cancelled.

    This really is appalling and would recommend anyone who is considering moving to Virgin Media to stop and rethink.
  • Reviewer
    Location
    UK
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    They make it as hard as they can for you to cancel a contract. I was on the phone for 2 hours, had t o spend 20 minutes convinving the first agent I wanted to cancel, who then put me on hold for 1+hours waiting for a different agent. That agent hung up as soon as we connected. Two days later I'm not in a text chat that will apparently take all day. DON'T USE THEM! YOU DON'T WANT TO HAVE TO GO THROUGH THIS!
  • Reviewer
    Location
    Wirral
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Pay for the 350Mbps package but only ever managed 250Mbps, upload only 34 of the 50 adverised.

    router is garbage, 5G wifi drops out and all other interfaces reset when it happens. settings often disappearing

    customer service not a great experience
  • Reviewer
    Location
    Preston
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    The worst customer service:
    -The bots ask irrelevant questions
    -After many questions you can be told they cant help as they are too busy
    -You go through security and then get transferred to whatsapp
    -You then have to go through security again
    Long waiting times between answers on whats app, up to 10-15 minutes
    -Questions have no bearing to the issue, its like a bot again
    -Loads of copy and paste: dont worry, i know how u feel, i would be too, but never get to the issue, its like a bot again
    -Was told the information they have access to is limited so they end up asking you questions, such as, did you receive an email, who did u speak to, etc
    -Silly policies dictate illogical offers
    -Orders will get cancelled without explanations
    -Support is an exercise going through the motions
    The most frustrating
  • Reviewer
    Location
    South Yorks
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Informed we were being given an upgrade, but there was no difference to the speeds after rebooting the Hub
  • Reviewer
    Location
    Colchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I wish I can give a Zero star to virgin media but unfortunately the lowest star is 1. If you intend joining a network and don't want your bills to keep increasing without being informed then please don't make the mistake of joing virgin media. They are set of liars and they lied to me in May 2019 that if I join there network I will pay £33 pounds for 18 month contract. After 4 month of being with virgin media, they increase there price to £59 pounds month, which wasn't what they initially told me. When I realised that they've increased there monthly bill, I had to end the contract, because I ended the contract they further bill me of £102.27, a bill that I never used and insisted that I have to pay, they began to send the debt collector to disturb me about the payment, they spoilt my credit rating as they reported the case to the credit authority and my credit has been affected by them.
    If you love your credit report, and don't want to keep on paying extra bills in comparison with what you initially agree, Don't join virgin media.
    Lastly, when I saw that they've gone a bit further to spoil my credit report, I contacted them to voice out my complain, one of there customer service Listened to my complain and confirmed that my bills have been written off via there online chat service, after 2 weeks of confirming that my bill have been written off, they came back to say that was not what they meant that I still have make payment of £102.27. I showed them the evidence that confirms that my bill has been written off, but they said written off means I will have to pay. I wonder how stupid this people are that they taught they are tricking a kid.
    In conclusion, if you love your credit score and don't want excessive bills after some certain month of joining a network, please Don't attempt joining virgin media they are liars looking for ways to extort customers.
  • Reviewer
    Location
    Croydon
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    I was sold a package for 1gb speed and 2 tivo box 6 but when i ask for it they act like i am not given those. Get everything in proper writing. Their sales team are there to just put you on a contract and then they remove what is promised.
  • Reviewer
    Location
    MACCLESFIELD
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Quite simply you don't get what your sold. For example if you are say switching from BT 67mb package to Virgins 108 mb package you will notice the following.
    1) Your actual wi fi speeds will more than likely be slower than BT. Id say I got an average of 30mb download speed compared to about 50+ with BT.
    2) Your wi fi signal from the HUB 3 will not have the range compared to the BT hub 2
    3) Speaking to someone is near impossible unless you book a day off work to sit on the phone

    on the plus side I found it more reliable than BT but maybe Ive been lucky?
  • Reviewer
    Location
    Harrow on the Hill
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Virgin is just the worse broadband company. I’ve been trying to book an engineer for months and finally got it booked last week for Monday (7th November) and guess what???? I called them on Monday to confirm the visit and they said it wasn’t booked
  • Reviewer
    Location
    Manchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    very rude and unhelpful. I tried to make a complaint, but the call handler refused to put me through to a manager and said “all complaints are through her” and I wouldn’t get a follow up response.

    I tried to raise a complaint on the website but the link wasn’t working.

    I’m incredibly disappointed! I’ve been overcharged, and was promised a £68.72 refund. I’ve received £14. I cannot face going through another ordeal again.

    Virgin you win, but you will never have my business again!
  • Reviewer
    Location
    Hersham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Absolutely useless service ,no communication and treat the customer the worst

    I had received a payment overdue from them a few days ago and all of a sudden they cut my internet connection.

    I do have a direct debit with them every month which I am paying my monthly bill.

    had attached my bank statements to them by email and was expecting from them to fix my internet connection promptly and apologise for their mistake or compensate me for all this days that i have to pay from my pocket to have some internet at home but after 5 days nobody communicate with me ,when i try to call them the automatic answer machine says that my account is freezed and have to do the payment for them to be able to unfreeze it

    Literally i don't have words to express my frustration

    I will certainly discuss it with my solicitor and get another broadband that cares about their customers
  • Reviewer
    Location
    Bedworth
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I can't describe how bad is the internet connection 4 weeks now I have to use my mobile data so I can work 3 times I book a appointment for technical services to come and check and 3 times they cancelled and the best is that when I called they said we check and everything is working fine just I don't know what else to do.
  • Reviewer
    Location
    South Kensington
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    WIFI is usually fast and up to expected speed stated in the package. We used the 200 MB student plan. Occasional service outage especially during heat waves in summer, unfortunately due to the old infrastructure in our area.

    Satisfactory customer service. Waiting time is usually around 40 minutes, better than most other companies (for example the energy companies, try not to be a customer of SSE btw). Installation was quick and on time. We were able to cancel the service on the Whatsapp Customer Service, which took about an hour of discrete chat with one of their moving team members. But the response was concise and helpful. Personally I find this reasonable given the huge demand.

    It took 3 months for them to send us the self-return package though, although that has not incur any extra charges.
  • Reviewer
    Location
    Manchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    Rubbish incompetent company who mess you about and pass you from pillar to post.
  • Reviewer
    Location
    Kensington London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    One month with no internet and no one answer customer service
  • Reviewer
    Location
    Earl's Court, London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    This company and this service are a joke for the price they make you pay. It's not acceptable that a capital city like London allows this scam game. I've been with them for almost two years.. initially it was kind of okay, but in the last 6 months their service became completely hopeless. I traveled a lot around the world and I never experienced this amount of outage, not even in remote areas. This time I am without broadband since two weeks, and they kept moving the fixing date (they were probably clueless). Today it was supposed to finally get fixed, but guess what.. nothing. I called and they say that the outage in the area has been resolved, but that an "engineer" is needed to reconnect the router (magically). Now the story get even funnier. A serious company, after a serious problem like this, would try to push for accelerating the process, but this scam will send an engineer 4 days from now. It's simply not acceptable. They don't care at all about their customers and their service is the worst ever. Plus, if you don't actively call hundred of times they will not update you at all. Fortunately I will leave this service soon. Dear reader, please be aware!
  • Reviewer
    Location
    Leeds, Bramley
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    Comments
    Disgusting service.

    They might be a little bit cheaper than sky but my god if you have a problem.

    Spent the last 3 days on the phone and waited in for the last 2 for an engineer to come out for nobody to come, the customer service reps just keep lying and setting up another appointment to which nobody even arrives.

    I will not be going with them again just in case I ever have an issue.
  • Reviewer
    Location
    Croydon
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I know it is a slight cliche to say this but I truly would not give any stars for this review and I encourage anyone thinking of using this service to NOT use Virgin Media. It is the 7th week now we have had no internet service. We have been told that the piping holding the cables has collapsed somehow (???) and they are going to come and lay a new cable. Today was the 5th time we waited for the engineer to turn up and again nobody came. It feels like the Customer Service folk are basically lying or do not know what they are saying. It is often the case when you call Customer Service they pass you around until someone creates a fake date when some fake engineers will turn up. So in essence it is a disaster. Its funny when it was working it was fine but now there is a problem, yep they can not or will not deal with it. Luckily our contract has ended, we just joined Sky, instalation in a week with 400 odd new channels. Yep not as fast as Virgin but whats the use of fast broadband when it doesn't work for weeks on end! Oh and whilst we aee waitinf we get full access to Sky Go the app. So yeah when one door closes etc.

    Avoid avoid avoid VIRGIN MEDIA
  • Reviewer
    Location
    Preston
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Would be zero if I could put it. Absolute worst service provider I have ever dealt with. Had it installed and the 20th September and have not had one week of straight service. Had a whole month of no TV service. My partner has had to miss multiple days of work due to no internet and working from home and it is putting his job at risk, not to mention the financial hit we've had to take for him not getting paid as he is not able to work. I would stay very clear because they have a different issue and excuse every week and 6 weeks in still have an outage every week that takes at least 24 hours for them to sort and 24 hours is on a good day. Absolute horrendous experience.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    My contract was coming to an end, and Virgin wanted to increase my price to £38.25 per month. After searching, I found more competitive prices. I called Virgin Media to ask if there was anything that they could do with the price, and they went away and said, there was something they could do with the price........... increase it to £46 !!!!!!!!! Needless to say, I went elsewhere.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    If you need your broadband urgently, I warn you to stay away from this provider. Their customer service suck. When they want to sell their service, they are nice, friendly and promise a fast delivery. But you definitely WON’T get the service at the scheduled time. They are not RELIABLE.
    They have been delaying the set-up of my broadband service for two months and they postponed the appointments 4 times without informing me.
    2 months ago, I moved to a new house and immediately called Virgin Media to set up my broadband (As I needed the internet connection urgently which is very critical for my job and
    their Fiber Line was already available for the new house and they just needed to send their technicians to set up the service)
    And they have rescheduled the appointment 4 times so fa. Hence after two months I still don’t have access to the internet. Last month when they rescheduled the set-upt time for the third time, I was so frustrated and called them more than 10 times to get a proper explanation and nobody gave me one but they apologized and promised to set it up today. However, I noticed they postponed the set-up to the next month again (this is the fourth time) and even they haven’t bothered to contact me and inform me.
    Such a shame. Poor service, poor customer support, and poor technical support.
    There are better providers and I hardly recommend you to subscribe for another broadband service.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    So when we first signed up to virgin your delivery company Yodl we’re absolutely useless and we kept failing to deliver. We couldn’t contact them directly and repeated calls to Virgin Customer service proved futile in resolving the matter. This heavily affected our work from home commitments and caused much stress. Eventually I changed the address and we finally received the hub 2-3 weeks late. Then we had a complaint in august and were credited a one-off resolution credit of £24 that was never applied. Then I used their customer services three times to resolve it to no avail. 2 phone calls also proved futile. Then I told the customer service agent I will cancel my direct debit as the credit we had been promised (which they said they would send) would cover our last bill. The credit, of course, never arrived.

    Then we received a late payment charge which is just beyond frustrating and the audacity is unbelievable.

    Then I tried to cancel the contract and they point blank kept refusing,
    Ignoring me and offering me different tariffs.

    I have never experienced such horrific customer services from any company ever.

    Avoid at all costs

    Update 30.10.22 - : Virgin Media have now cut us off, despite in our last conversation saying they will resolve the matter and I will receive email confirmation of the resolution. Of course, no email came.

    If you're looking for a broadband provider, I implore you, do not choose Virgin Media. You will regret it
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    DO NOT BE FOOLED BY Virgin Media . I have been a loyal customer for years yet they fail to do what they say. I am still awaiting a manager to call me back 3 weeks later nothing! Spoken to a million advisors yet nothing has been resolved! I was promised i would pay £44 yet being charged £72! What a bloody joke! Just scammers thats what these guys are! Unprofessionals who just want ur money!
  • Reviewer
    Location
    Redditch
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If you value your own time and sanity you will avoid virgin at all costs. I cannot begin to explain the awful experience that I have had with them... The customer service is the worst I have seen. Something as simple as cancelling my services because I moved house ended up with a default on my credit score and lost me the sale of a property. That is a very simple overview of what happened, but I have wasted 6 months of my life trying to sort something so simple and you just get passed from team to team, because apparently none of them are the "Right team" to cancel a service.

    AVOID

    They have yet again threatened me with charges and are holding me to ransom because they haven't collected their kit... which has been arranged 4 times.
  • Reviewer
    Location
    Chichester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    My personal advice is to stay away from Virgin at all costs. The customer service is so appalling and will drive you to despair. Trust me as well, you will need to call them at some point.
    We were due to move home as our contract was running out, so I spoke with Virgin, and they were very kind to offer me a temporary 3-month extension on my Wi-Fi. I rang yesterday to now cancel my contract as I am within the 60 days of the end, and they are denying that 3 months exists, and I would have to pay for 18 months. This despite it clearly showing on my records. They are claiming that I was promised it, but it is not legitimate.
    Irony is I am not surprised.
    If you wish to keep your sanity stay away from this company.
  • Reviewer
    Location
    Torquay
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Not even worth 1 star to be honest. I’m a new customer (1month in) and I’ve been without a phone line, broadband or tv for three days now. Incredibly difficult to get through to a customer service operative and when you finally do, you are fobbed off and/or cut off. The worst customer service experience I’ve ever had. Problem is still not resolved. Do not sign up to Virgin Media, it’s a total waste of money and time. I’ve had BT, Sky and TalkTalk in the past and they were all far superior. Really regret signing a contract with Virgin.
  • Reviewer
    Location
    Sheffield
    Reviewing
    Virgin Media
    Date
    Comments
    I'm beginning to believe this is somehow personal, otherwise this shows how really incompetent virgin media is.

    The moment we left our previous supplier and went with virgin media we have been having issues. The issue started with the lines somehow being crossed, therefore whenever my phone rang so did my neighbours and vice versa which meant we were privy to each others conversations. I should have cancelled immediately.

    I live in a small flat, with an average wall separating the area from my broadband box. For years I struggled to get adequate network in my bedroom which would be 12 feet at the most if I could walk through the walls. Countless phone calls and it was still the same. I still stayed!

    During the Covid lockdown and just as it was easing I wanted to have access to local news etc as I was only watching catch ups... I called virgin and settled on a plan for broadband, telephone and virgin media, with promises that the broadband strength would increase, needless to say I still had the same issues. In addition for whatever reason at the time virgin media was not connected.

    Virgin continued with the same plan, collecting the same amount despite not setting up virgin media. I don't know why I persisted with virgin but I did.

    Recently I've had enough and decided that they're either gonna do better or I'm gonna switch. They gave me hell to get my number, a number which does not belong to them as I moved over to them with my number from my previous supplier.

    In any event, that number is used as a business number so we cannot just let it go. After all the trouble and stress of the process we relented again and decided to stay as it was creating so many issues and anxiety.

    We again agreed on a plan for virgin media again, broadband and telephone. While the network has improved my telephone has stopped working. About two weeks ago an engineer was scheduled to do the TV, but claimed he could not because he wasn't sure he could do a good enough job of not having wires everywhere. We were then offered a streaming box. That would work without wire connection, but that would mean one box when the agreement was to have two boxes installed.

    I requested another engineer come out as the other one really didn't seem to walk to take the work on. The agreed time was for 9am a few days later. 9am came and went, it was not until about 4pm after multiple phone calls that the engineer came, while i stayed home from work to accommodate that visit.

    We had a run through of the property, came up with a plan that was suitable and was promised a call to arrange installation. It's been over a week and I'm still waiting for that phone call!!!

    Virgin is gonna send me a bill for over £115 when I have no phone and definitely no tv!!!! An engineer was meant to visit today at 4pm to fix the phone line and should I say I'm still waiting, or is it safe to go ahead and stop waiting?

    I'm also still waiting for a senior personnel to give me a ring.

    I contacted virgin WhatsApp chat and as I type I'm still waiting almost two hours to be connected to an agent.

    Is it that I'm too patient, gullible, stupid or all of the above.

    Virgin media you are the worst company I've had the misfortune of letting into our home!
  • Reviewer
    Location
    Smith
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Vey bad company!! Please stay away from them! Today is another day i cannot work from home because they couldnt sort it out their broadband issue inmy area since July!!! 4 months! They have also rubbish customer service. Paying £65 per month and cannot get any service from them!
  • Reviewer
    Location
    London Stoke Newington
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Worst customer service ever. Often unreliable broad band. I’m regretting switching from another provider and now I’m tied into a contract. Do better Virgin Media!!!!
  • Reviewer
    Location
    Rossendale
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Virgin broadband or virgin media have to be one of the worst service providers in the UK.

    Yeah they provide fast Internet but if it works less than half the time what the point?

    Their customer service is even worse, you make a complaint and they don't contact you back and just close the complaint and mark it as resolved.

    If a company is taking your money and not providing the service in return, surely this is a Scam?!

    Go with anyone else, or just get two cups and a peice of string if you need something reliable.
  • Reviewer
    Location
    Andover
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    I rate the service 0. This is the worst customer service I have experienced. It was a simple issue that we needed resolving due to them taking wires out without our consent. Then they we have to wait 2 weeks for this to be rectified. We got placed on long holds or the advisor would be silent for minutes on end. Got passed to complaints to just be hung up on before speaking to anyone and constant service from everyone was appalling. Glad we ended up not going with this provider.
  • Reviewer
    Location
    Southall
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I signed up for broadband and TV in August. Already facing problems. No TV and broadband since Fri. My daughter have gcse and my other daughter works from home. When called they said it can be 30 days. When called customer services, they said nothing we can do. Except wait for engineer.i wish I had never signed up to virgin. I had never gone without Internet or TV with bt and sky. Big mistake and bog blunder. I wouldn't even give one star
  • Reviewer
    Location
    LONDON
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Virgin Media has become dreadful and it's customer service is appalling.
  • Reviewer
    Location
    N. Yorks
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    We secured a good deal with Virgin media for broadband in 2020. As soon as our contract ended (June 2022) they hiked our prices up by almost 100%.

    I called to explain that it was unaffordable, I'd also been made redundant and financially we were struggling. The rep at Virgin was completely uninterested and offered a "take it or leave" amount that still resembled an 80% increase on our original tariff.

    I therefore chose to switch service providers which we did, then called Virgin to cancel and they made it as difficult as humanly possible to do this - the women in the cancellations department actually argued that it was our fault for not being more proactive in reviewing our contract pricing. Another sign we had made the right choice by leaving.

    I then received multiple calls each day over a week from Virgin sales reps offering prices better than our original package, must've been shy on sales targets but nowhere to be seen when I reached out... Obviously by this point we're already with a new provider so it wasn't possible.

    They then issued an outstanding payment notice claiming we had to give 30 days notice to cancel and slapped a "late payment fee" on top of the value of the unjustifiably hiked tariff. Despite being out of contract.

    This is the corporate equivalent of bullying - Virgin see us as consumers, not people. Numbers not individuals. The value of the outstanding amount means nothing to Virgin Media, but might mean something to an individual. Do they care? Absolutely not. They are only interested in your pockets so just be wary if you go with them. My advice would be not to following what's been a pretty inhumane and disgraceful experience. Judging by their score here, it's pretty consistent too.

    Too busy building "rockets". What a joke.

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