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
    3.2 stars
  • Reliability
    3 stars

Based on 2682 customer ratings since 2021-08-14 (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.

4,224 Customer Reviews over 106 pages

  • Reviewer
    Location
    Hitchin
    Reviewing
    Virgin Media
    Date
    Comments
    Fed up does not even come close to how I feel about Virgin Broadband....i must be so stupid for sticking with them for so long.....not now.....had enough....speedtest results for me over the last month average 6.2mbps when I am paying for a 50mbps service...i have had nothing but lies and no calls back!!!....they simply have no duty of care for the customer... brand Virgin is utterly useless and not one that embodies quality, trust and immpecable service...theres my rant...BT here I come!!!!!!!!!!!!!!!!!
  • Reviewer
    Location
    kettering
    Reviewing
    Virgin Media
    Date
    Comments
    awful install - came back and sorted out few weeks later

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

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

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

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

    I pointed out that since my mobi no. checked out with their records and i confirmed postcode, name, address , when installed. type of contract,..zzzzzzzzzzzz and was trying to pay to re-establish connection............i am kinda highly unlikely to be some criminal mastermind....eventually he said, well how much do yu want to pay?...I picked a random fig, he processed it and back on line...none the wiser - still wont handle 1080p..........it is no better than my £19 talktalk, which incls phone...avoiding the 2 £10 phone charges in first week (£100 +£20) for 30 days of 720...dont get me started on the wi-fi!! - 10mb!!!!
  • Reviewer
    Location
    England
    Reviewing
    Virgin Media
    Date
    Comments
    Worst company on planet poor service terrible pricing and the customer service is like fighting Tyson with a blindfold on, use anybody but this conpany
  • Reviewer
    Location
    North London
    Reviewing
    Virgin Media
    Date
    Comments
    Virgin Media broadband is a waste of money and a waste of time. The service is terrible, I got fooled by their advertisements. Please boycott them. They
    deserve to be taught a lesson for fooling with people.
  • Reviewer
    Location
    Northern Ireland
    Reviewing
    Virgin Media
    Date
    Comments
    YOU HAVE BEEN WARNED
    YOU HAVE BEEN WARNED! I am sitting here a month after giving VM notice of leaving and still they are messing me about I have contacted them 6 times over that month to tell them I am leaving and now still they say after all that time there is an issue, so my advice to anybody would be DO NOT USE VM !!!
  • Reviewer
    Location
    Colchester
    Reviewing
    Virgin Media
    Date
    Comments
    Completely awful! Stopped my internet 10 days before my actual end of contract date. Have to wait 2 days for a technician when I have deadlines and work to do. The only way I can connect to the internet now is through a pay-as-you-go WiFi spot from BT which works better than my wired connection from Virgin.

    Don't use Virgin!
  • Reviewer
    Location
    UK
    Reviewing
    Virgin Media
    Date
    Comments
    I paid all the bills on time. When I was trying to move the service from my old home to a new home I requested a technician but they didn't agree and they asked me to install it at the new address myself.
    Submitted a request on Saturday to disconnect the service on Monday (at the old address) and activate it at the new address. They were supposed to disconnect at 12 pm (my request was) but they disconnected at 12 am. Called them and they were very rude.

    Supposed to be back ON at the new address at 8 am but has not been activated till now. Called 6 times and went through many security questions but still not fixed yet. Very bad customer service and rude agents but they sent me an estimated bill for 71 GBP at the new address. They don't even know how to pull my account with my account number. Worst experience. Avoid this provider at all costs.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Comments
    Rather defecate on my hands and clap than use this provider again. Their customer service is appalling. You cannot use the phone service if you do not have access to your password (which you cannot reset), you cannot call a member of staff and can only communicate via letter and a very intermittent WhatsApp service. I'm livid that I ever gave virgin the time of day as a broadband provider. There seems to be a total disregard and reluctance to communicate with customers. They failed to give me 30 days notice (legal requirement) that the fees would increase from £27 per month to £51. It took over 48 hours to get hold of a member of staff using their portal chat service. The service I did receive was non coherent and misspelled, and did not solve any issues I had.
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Comments
    Terrible speeds, a 50MB package barely rises above 1.5MB, with regular dips to 0.5MB. Getting 1% of promised performance is unacceptable.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    This is the only company believes that that the customers are always wrong and liers and their staff can never be wrong I had the worst customer experience ever.
    When customer complains the least you can do is listen and investigate.
    Mr Lutz Schüler your staff are not doing you a service and I will be in touch soon I hope you have better listening skills than your staff
  • Reviewer
    Location
    Mansfield
    Reviewing
    Virgin Media
    Date
    Comments
    Don't use. Confirmed my installation date several times over two weeks then decided 4days before installation to postpone for two months. After complaining they offered me a free dongle for the two months which since my current supplier had be cancelled meant at least I would have WiFi access. However I was then told when contacted the following day that I had failed the credit check for a dongle which they were giving me for free, even though I passed the credit check for the broadband they were going to charge me for. On complaining yet again suddenly on the day before original instalation date I got told that the work needed that had caused the postponement was too costly and the I stallation was being cancelled. I then received an email from my current supplier saying that they had been contacted by virgi media to say that they were taking over our supply so my current supplier would no longer be supplying our broadband leaving us totally disconnected
  • Reviewer
    Location
    Wigan
    Reviewing
    Virgin Media
    Date
    Comments
    Rubbish.
    I had to wait 32 mins on hold before giving up and hanging up.
    We are having to reset our router on a daily basis.
    Every time I try to call Virgin, I'm put on hold, no doubt to generate some income before their server spits the number out to call operative.
    I thought I was getting good service and a good deal with Virgin. Not any more. They are good arousing their new services and getting new customers inboard but they fail miserably at looking after the ones who have been eithem a number of years.
    To say I am disappointed is an understatement. I'm going to go on line and find a better deal.
  • Reviewer
    Location
    Redhill
    Reviewing
    Virgin Media
    Date
    Comments
    I've made a contract with Virgin expecting to have a solution, but I get until now only excuses and sorry, what does not give me any solution. I still expending time and phone calls to hear sorry, I'm unfortunate, exhausted, upset... Can't wait for the next excuses. I've been treated without consideration, as I'm a new client, feeling frustrated since the beginning. That is Extremely abusive. I don't know if it worth.
  • Reviewer
    Location
    Urmston
    Reviewing
    Virgin Media
    Date
    Comments
    Chuffin heck That was a close one !!. Just about to enter into a virgin media 12 month contract, and thought i would just have a quick look at a few reviews ......looks like B.T arn't so bad after all.. seems no company can offer a reliable, fast fiber to the home option. Its like living in a third world country think i will struggle on with what i've got for now thanks every one for posting your reviews its really helped my decision cheers Andy
  • Reviewer
    Location
    ILFORD
    Reviewing
    Virgin Media
    Date
    Comments
    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
  • Reviewer
    Location
    Bolton
    Reviewing
    Virgin Media
    Date
    Comments
    Disgraceful service less than 1/20th of advertised speed in urban area. Virgin Media TV signal is just as bad - impossibly slow reaction to saving and playing in/out Tivo Box
  • Reviewer
    Location
    Port Talbot
    Reviewing
    Virgin Media
    Date
    Comments
    None of the above, no stars. Awful service, wish I had never gone there. Have another six months to go. Can,t wait to be released. Poor in every aspect.. In fact a nightmare.
  • Reviewer
    Location
    Merseyside
    Reviewing
    Virgin Media
    Date
    Comments
    I can say i am extreamly disappointed with virgin media, had to cancel my account through no fault of my own, as i had to move house and they couldnt provide their service to my new flat. then without my consent i get a fee taken out of my account. I do not recommend them at all. Considering i once had to cancel Sky and due to a move and they said that although i am in a contract with them it is not my fault my current home doesnt let them be a provider. Therefore in my opinion if any of you out there are thinking inbetween sky or virgin. I would definitely recommend sky they are great.
  • Reviewer
    Location
    Manchester
    Reviewing
    Virgin Media
    Date
    Comments
    Do not lined this company's pockets any more!

    Only got 1 star because I had to but really it's so not deserved.

    I started with this company in January 2022 and had an intermittent wireless connection from day 1. Poor connection via the ethernet cable and can't even log in to My Account as it say "Oops, something's wrong". Took nearly 2 weeks to get through to customer services. Kept being passed from pillar to post, with nobody knowing what the call was about. No notes being made for other agents to see or understand any of the issues and what had been done. One agent promised a call back with 24 hours and I had to call back after 3 days then the call back happen 6 days later. I was promised to be compensated for my calls to them and loss of service, only to now say they will do nothing as it was not a complete loss of service.
    So being sat a home not being able to work, watch any TV or use my phone on WiFi in the next room for 3 weeks means I am meant to pay for, not 1 but 2 months at £50. If I want to leave I have to pay over £200 and I can't make a complaint without setting a call back to resolve an issue they already said they don't have to resolve because it's sorted now! Makes no sense but as long as my pockets get thin and theirs get thicker right? Make this make sense as I am currently paying for Virgin Media to take the p*** out of me!
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    Robbing off extra money off my account without letting me know.

    I would not even give them a single star.

    If you care for the hard earned money then avoid this company. This is a huge corporate trying to rob off people. They took money out of my account without letting me know. When asked about the extra money they owe me their cutomer services seem to avoid me and put me on hold fo 45 minutes this happened 4 times on the same day. they cut off my call as well after putting me on hold, the worse thing is they never call you back on the same number when they cut the call off that meant I had to explain the full history of my issue to the new agent on call and that clearly means they were trying to avoid me.

    I had immediately requested to end my contract and filed a complained, again have never heard back and the irony is they have never been apologetic or have not even returned the extra amount they have withdrawn from my account. Now I have contacted my bank to block any direct debits and they have kindly refunded my money.

    Normally I am a very calm person but they drove me to my breaking point and frustration.

    Take my sincere advice stay away from this company, they have the worst every customer service. The idea of high speed fibre may appeal to alot of customers and it did to me as well I would rather have a low speed but reliable connection where only the right amount is withdrawn from my account who I can trust!

    Virgin Media is simply not trustable!
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Comments
    Would just like ti inform people beware as we looked into having virgin and may I add looked into but before you know it they have set up an account and direct debit and a man will be knocking on your door to lay cables all before we had even said yes and our old supplier contacted us to say they was disconnecting us
  • Reviewer
    Location
    Oldbury Birmingham
    Reviewing
    Virgin Media
    Date
    Comments
    very very bad company , i have 200 MBPS , and its giving me 0.62 MBPS on speed test, its been like that for 3 F***** weeks , and what ..
    when u call for service they'll tell you that we know the issue , so try to fix it you stupid dinguses , very disappointed and looking forward to change service
  • Reviewer
    Location
    halifax
    Reviewing
    Virgin Media
    Date
    Comments
    avoid this cowboy company!!!!!! I received a flyer offering 6 months half price TV I am on the basic TiVo package which is rubbish, Sky are much better, when I joined I spoke to someone who couldn't speak hardly any English and lots of background notice so feel I was miss sold their package, I just got a £180 bill lol thought the basic TiVo package was meant to be cheap! I ordered this for fox and Sky Atlantic and was told I could get both! I get fox, anyway to cut a long complaint short, don't bother with them the controls are rubbish rubbish channels etc way way over priced better using free view.
  • Reviewer
    Location
    KETTERING
    Reviewing
    Virgin Media
    Date
    Comments
    Diabolical first cable laying - improved within 48 hrs of re-booking.

    This subsequent install was fine, the test showed 55MB, which has held for a week so far,,,,,,,,,,HOWEVER...IT IS OF LITLE USE AS EVEN 1080 YOUTUBE BUFFERS EVERY 5 SECS!!! - 4K? - YOU CANNOT BE SERIOUS!! - I ordered and agreed to pay their loony rates to leave slow web behind (6MB is all I can get at the farm cos of long twisted pair) - the reality is, I doubt the 50MB is better than 20% better than the 6MB on Youtube...

    Netflix advise 25MB for 4K............Just what is occurring?!
  • Reviewer
    Location
    TWICHENHAM
    Reviewing
    Virgin Media
    Date
    Comments
    The worst experiance i have ever had with customers service. i have booked for virgine media broadband installation to be carried out on the 23/08/2016. After two months waiting they failed to deliver the service and no one informed me about the cancellation until i called custimers service and i found they have booked me on the 5th of october 2016.
    i had enough from then and i cancelled the agreement. i joined John Lewis co which is a respectfull company and i recomend it to anyone.
  • Reviewer
    Location
    England
    Reviewing
    Virgin Media
    Date
    Comments
    WiFi provider which is unable to do the following things: provide WiFi.
  • Reviewer
    Location
    Coventry
    Reviewing
    Virgin Media
    Date
    Comments
    VM is the worse ever company absolutly NO words to describe them no customer service no service no broadband does not work 90% of the time tv chennels rubbish and above all unhuman policies I am wondering is there no one to ask them what they are doing like the watchdogs
  • Reviewer
    Location
    Northern ireland
    Reviewing
    Virgin Media
    Date
    Comments
    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!!
  • Reviewer
    Location
    Penkridge
    Reviewing
    Virgin Media
    Date
    Comments
    I am utterly disgusted with Virgin Media and their staff and attitude to customers leaving the service. Having recently moved home, it was necessary for me to cancel my contract with Virgin. This after being a loyal continuous customer for over 15 years. Unfortunately I have moved to a new build property and Virgin cannot provide a service at my new address as they have no cables here. They have however sent me a bill expecting me to pay £75.00 termination fee for cancelling the remaining 3 months of the said contract. When I called them today to dispute this, I was met with rude stsff who kept me waiting over 10 minutes to speak to a manager. When said manager came on the line she was equally rude and continuously talked over me when I challenged her statement which was and I quote "You are required to stay in the same property for the full duration of your contract. She could not justify this statement when I challenged that had I been moving to a property where they could provide a service that statement would not apply. In my view it is Virgin that are in breach of this contract because they are unable to provide a service. I have asked that they waive these charges but they have refused. The so called manager had no people skills, had certainly not had any training in conflict resolution and was down right rude. The call was apparently recorded and I would suggest that any senior management reading this should listen to it. I am quite happy for this to go to court where I would like Virgin to explain how I am responsible and to justify being told that you can't move house as long as you have a contract with them. I was disappointed that I couldn't take my Virgin package with me, but after this experience I doubt I will ever use Virgin for anything again. Very poor treatment of loyal customers.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    useless company
    made me loss 300 quids already
    rubbish customer service, don't give any help and wasting time
    lowest speed ever used in my uk life
    charge me additional money for overuse "unlimited data". which is download a pc game(2.8 GB)
  • Reviewer
    Location
    Carnoustie
    Reviewing
    Virgin Media
    Date
    Comments
    Cancelled Virgin Media yesterday to go to another provider. Today my internet connection is lost. Is this a co-incedance? I think not. Paid them for another month, so should be providing service. Loads of issues in past, e.g. replacement router that was inferior. Stay well away from them. They are not as good as all their advertising blurb promise.
  • Reviewer
    Location
    Sydenham
    Reviewing
    Virgin Media
    Date
    Comments
    Everyday we need to ring up as we lose our tv or internet. Paid for a phone line for 7 months that was never installed rang up everyday about it. They a robbing *****
  • Reviewer
    Location
    Salford
    Reviewing
    Virgin Media
    Date
    Comments
    Less than impressed! Paying for 200 download and getting 5!!!! Time for a switch me thinks!!@
  • Reviewer
    Location
    LONDON
    Reviewing
    Virgin Media
    Date
    Comments
    The worst ever broadband you want to take i had sky for three years and was working fine when i started getting offers from virgian media fiber broadband and i changed it to virgin thinking it would be good but trust if you want headeach and build your anger then get virgin media i would not take virgin media for free and customer service is even worse it goes to another country and dont know what they are talking .
  • Reviewer
    Location
    Northamptonshire
    Reviewing
    Virgin Media
    Date
    Comments
    I've been a customer of virgin for many years, I was told my broadband speed was 100mps and was paying accordingly, in reality it was less than 10mps and they either didn't want to do anything about it or didn't know what to do, not only that, it kept dropping out and I was without broadband 3 times last year with it taking their engineer on average 3 days to attend! I was also fed up with having to ring them to challenge their annual 12 - 15% price increases until last year when they tried to impose price rises 5 times, that's when I dumped them and went back to Sky, within a week, they offered me £480 off annual charges if I went back to them, too late Virgin, you had your chance and you blew it because of your poor service and greed!!
  • Reviewer
    Location
    Streatham
    Reviewing
    Virgin Media
    Date
    Comments
    After cancelling the installation more than 4 times and leaving us with no internet for 6 weeks during the lockdown, I can say that I am simply appalled, not just at their lack of bother towards their potential customer but also at the endless list of excuses they were ready with when we called them. Had they spent the same amount of effort generating actual results rather than excuses, we would have been happy customers. The most interesting part is that they refused to allow us to cancel out contract with their customer service team offering us endless incentives as an alternative option.

    At first we were understanding, knowing that Covid-19 has caused delays in the running of many companies but after no internet for 6 entire weeks, I can guarantee that this was less due to Covid-19, more due to the absolutely shambolic, unorganised and unprofessional nature of the company itself.

    We did not want the £5 per day or the reduction of the monthly payment. We didn’t want excuses either. We simply wanted WiFi! And that was something Virgin had claimed to provide however had the audacity to cancel the day before the installation.

    After having to go through the nightmare of doing my online law exams using my mobile data, I can guarantee that I will NEVER go for Virgin again and advise you not to either.
  • Reviewer
    Location
    Leeds
    Reviewing
    Virgin Media
    Date
    Comments
    Having paid for 100mb speeds, we are currently only receiving everything from 0.49mb to 2mb. Loading simple web pages is a nightmare and netflix isn't an option. Having spoken to customer service they offered a dismal discount and said the problem would be fixed. 2 months later the problem persists and the date for the fix in our area (everyone in our area seems to be affected) keeps getting pushed back. Do not get virgin media if you live in Hyde Park, Leeds.
  • Reviewer
    Location
    Ealing
    Reviewing
    Virgin Media
    Date
    Comments
    Pathetic! quite frankly they are the worst provider of broadband I have ever had the misfortune of experiencing. Not only relating to the broadband service but also their customer service! DO NOT USE THIS COMPANY!!!
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    Absolute garbage. WiFi is intermittent at the best of times, you do NOT receive the advertised download/upload speeds and then have to deal with poor custmomer service on top of it all. Please avoid.
  • Reviewer
    Location
    Uxbridge
    Reviewing
    Virgin Media
    Date
    Comments
    The bad company witch I see in Uk. They lie me say I have plug in my house from their company, and propose internet. Ok . 1,5 month I wait their installation. So they was first
    Time at me after 2 weeks after our appointment, and say ohhh you need cable, you don’t have cable . Ok .in that time I booked again another appointment for install cable , after other 2 weeks they come and say again “ you need cable , we didn’t know about cable “ ok . Again book other appointment after other 2 weeks, and in that day when we have appointment we call at they to ask if come or not, they say “ you don’t have appointment for today “ . So I lose 1 month and 2 weeks. Do not choose this company never

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.