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
    N8
    Reviewing
    Virgin Media
    Date
    Comments
    There is poor customer service....there is really really bad customer service....there is totally unacceptable customer service, and then there is Virgin Customer service...which surpassed all of these. Truly awful!
  • Reviewer
    Location
    Newcastle
    Reviewing
    Virgin Media
    Date
    Comments
    Virgin media by far is the ******** broadband provider going.
    Every single day we have problems where there is no internet connection , we are paying £35 for the fibre optic broadband and its just *****. We are sick of complaining and nothing getting done . If anyone is thinking of getting virgin media, save yourself the time and your money. You will only be dissapointed. Even the sky £7.50 basic package is 100% better.
  • Reviewer
    Location
    Rotherham
    Reviewing
    Virgin Media
    Date
    Comments
    Broadband been off solid since the 4th of nov, to be told would be back on 6th, then to be told the 11th, then to be told the 15th, now to be told the 22nd of nov, I don’t hold my breath,,, shocking service, and lied to day after day...
  • Reviewer
    Location
    ha4 6lr
    Reviewing
    Virgin Media
    Date
    Comments
    This is a crap company with poor service. I don’t recommend anyone. from October
    ((around 3 month)6 times I hade disconnect internet and around 20days I had no internet. Which is affect my business. virgin customer service is very rude and bad. When I am call to virgin always they keep me wait on phone around 50 minutes
    Virgin need to grow and need to learn how to respect customers
    My account reference number with them: 303587301
  • Reviewer
    Location
    Manchester
    Reviewing
    Virgin Media
    Date
    Comments
    Totally lost the will to live with this company. Long story, apparently today they decided we don't exist on the system, post more when I feel up to it. Let's just say they chose their customer service, or as they say technical team on the basis that they can't speak proper English, probably pay them next to nothing, yet it takes them all day and they can't even find your post code, I need oxygen!
  • Reviewer
    Location
    Tooting
    Reviewing
    Virgin Media
    Date
    Comments
    Wish I never signed up with them. I have never dealt with a company with such poor service. Originally we were told 2 weeks for installation, they kept moving it back and back and took 3 MONTHS to finally have it working. They would arrange an install time, (and I actually took a day off work to be there for this), and no one showed up! I called to find out when they were coming and they moved the date again with out telling me!
    They gave us 3 months of movies 'free' as an apology, and then started charging me £20 EXTRA a month for this and will not refund me!
    Absolute con of a company and do not deserve any stars at all.
    Also when I have tried to talk to someone on the phone, no one knows what they are doing, when I ask to talk to a manager there never is one, and when I finally get hold of one, he was rude, unhelpful and hung up on me!
    I bought this because I thought fibre optic was supposed to be high-speed and efficient. But it freezes regularly and we have to restart it every week or so.
    Joke of a company, DO NOT SIGN TO VIRGIN.
  • Reviewer
    Location
    Brighton
    Reviewing
    Virgin Media
    Date
    Comments
    I had issues with my VM broadband and still get letters asking me to come back.
    Fob-off VM the same I got from you.
    What a shoddy service they provide and the promises of a fix every month for 3 years so I left and I have a stable connection using my neighbours talk talk connection which is better than virgin superslow broadband.
  • Reviewer
    Location
    Oldham
    Reviewing
    Virgin Media
    Date
    Comments
    No ratings to award as the most incompetent company in media history. Impossible to contact even head office have not responded to my letter of gross misconduct and extremely dangerous practice leaving exposed cable on a public pavement! Which incidentally they trespassed on my land to weave the cable through in order to provide broadband to my neighbours! Nothing like blatant cheek! Last resort now contact Cisas again and local tabloids This bunch of cowboys left cable on top of my garden , dug up my flagging and just left rubble. No one is taking responsibility for the siting of the junction box outside my Home passing the buck from virgin to Oldham Council ping pong! Could it be due to payments involved with LA? For allowing siting of virgin junction boxes?? All abdicating responsibility. Absolutely atrocious lying company told me I could landline with virgin however engineer stated never in a month of Sunday’s as no provision! Thank god I didn’t go ahead with their installation not that it was feasible anyway according to the engineer! Too dangerous after leaving exposed cables lying in view and obstructing pavement.
  • Reviewer
    Location
    West Drayton
    Reviewing
    Virgin Media
    Date
    Comments
    Worst broadband. Would not recommend to anyone. Every month my internet goes down and have to wait for a week or more to get an engineer come and fix. Again after few weeks the internet goes down. I have no internet for a week or 2 every month. I am wasting my mobile bill for calling them.
  • Reviewer
    Location
    Withington
    Reviewing
    Virgin Media
    Date
    Comments
    Horrible customer service!! Especially the advisor from faults department should learn how to speak to the customers. My broadband isn’t working effectively. I have been said that, we pay for the wire connection and so WiFi is not guaranteed as per the terms and conditions. That’s the way it is and I should accept it. I have to put up with the connection. If this was mentioned by the sales team, I wouldn’t have dared to accept the connection.
    They never log the calls. So please beware of Virgin Media. I can’t change the provider as I am tied to 12 month contract. If it continues I would rather be ready to pay to break the contract for such an atrocious provider and customer service.
  • Reviewer
    Location
    Slough
    Reviewing
    Virgin Media
    Date
    Comments
    Virgin media is rubbish , customer are rude they take as if they are in charge of you , theydidnt compensate me for not connecting a telephone line , speed is rubbish seems just about getting 10mg waist of money , iv given my notice had the rubbish for 13 months , going back to SKY tv and get value for money and still get to keep the Q box with all the free view channels . Bye virgin rubbish media
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Comments
    AVOID !!!!First of all Disgusting…
    AVOID !!!!First of all Disgusting custumer service!! Poor connection!!! Unhelpful!!!
    Before my contract finished I phoned them to cancel it, the manager it self convinced me to stay with virgin media for another year promising better speed (which it doesn't connect 10 steps from where the broadband is set) plus instead of paying the same 24 pounds I had to agree with 32 per month as apparently there is no further discount.
    However, the service is the same if not worst ! Have called them 5 times spending over an hour each call, and seems to get no where . Twice been promised that someone gonna call me in 3-5 days. From the last call I made its been a month and haven't received any calls from virgin! Today received a letter signed by Kaushik Nagendran (Googled his name , man with this name is based in shrilanka- really?) saying that they tried to contact me but there was no luck! They are not just thief's but a liars too!!!!! They don't care at all about solving the issue, they only want to charge as much as they can and because people don't wanna pay over 100 pounds yo cancel the contract they know that we have no other option just ti stick with the till the end of the contract! On my 2nd call to virgin spoke with such an unpleasant man who was working from home, he was so unprofessional, telling me " I know what you want, you want your money back, but because you not gonna get it you getting upset" First of all I didn't ask for the money, I asked to leave a contract free of charge! He continued to be as rude and insulting as he could be!! Shame don't remember his name!
    They offering me wired connection (lan/Ethernet) where possible, and get a boosters from virgin with extra 3 or so pounds a month!
    Its a joke! I WOULDN'T RECOMMEND VIRGIN MEDIA BROADBAND TO ANUONE !!! AVOID AVOID AVOID!!!!!!!!
  • Reviewer
    Location
    Islington
    Reviewing
    Virgin Media
    Date
    Comments
    We were told we would get our broadband box over two weeks ago, and have called every day since with absolutely no progress being made. The customer service reps clearly did not write down what we had been saying, as they gave us the same reply and did not help at all. We finally cancelled our service without ever receiving the box, and would not recommend this service to anyone wishing to get good and reliable wifi.
  • Reviewer
    Location
    Rugby
    Reviewing
    Virgin Media
    Date
    Comments
    I wished to update my account but had forgotten my password. The contact us help refused to help for a week and it wasn't until I reminded them they had my phone no and was it beyond their imagination to ask someone to ring me and that I was changing supplier. I then received two separate phone calls offerring to help - their first security question was could you tell me your password. My cousin told me she was in tears having spent an hour trying to cancel the account her grandmother had with Virgin when she died, and her grand-daughter did not know the password. Surely this is something which happens on a regular basis and there should be a dedicated team to help bereved relatives at such a difficult time without adding to their grief. A friend has just left because of a replacement package for the now obsolete one he was happy with, of course the new package was more expensive and had features he didn't need.
  • Reviewer
    Location
    Croydon
    Reviewing
    Virgin Media
    Date
    Comments
    The wose thats all i can say i've been with company for 10 years the customer service is the woset.Im looking to leave.
  • Reviewer
    Location
    Leeds
    Reviewing
    Virgin Media
    Date
    Comments
    Totally screwing you on your money while not being capable of providing service.
    Having had satisfactory service on my old address, I had stated my intention to the company to move my services to my new address. First, given the fact they claim themselves as the best in field, it's absolutely stunning they cannot provide the service.
    Following the fact, they cannot provide me the service - they made the contract quit. To top that, made me accountable for an early termination fee of 240 gbp as well. That's not just poor service, that's just not acceptable. This company screws you on your money while falling short on offering the service. The minimum of a 1-star one has to give to the review, is definitely overrating this company.
    To top the story, they also had the courage to stop the chat.
  • Reviewer
    Location
    BIRMINGHAM
    Reviewing
    Virgin Media
    Date
    Comments
    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.
  • Reviewer
    Location
    Stafford
    Reviewing
    Virgin Media
    Date
    Comments
    Terrible customer service. Wasted my one hour speaking with this guy on the phone just to cancel my service which I no longer need. Extremely rude and unprofessional. Even though I made it clear that I don’t want the service, he constantly came up with cheap alternatives and started bothering me. After a long conversation, he just put me on hold for 2 min which was meant to be forever and later on I had to hung up the phone. Didn’t get the chance to cancel my service. Extremely pathetic way to deal with the customer. Never coming back to Virgin media and would not recommend to any one as well. Stay away from it, it sucks everything out of you like leeches.
  • Reviewer
    Location
    BIRMINGHAM
    Reviewing
    Virgin Media
    Date
    Comments
    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.
  • Reviewer
    Location
    Scunthorpe
    Reviewing
    Virgin Media
    Date
    Comments
    Paying For 200. Getting 15.
    Virgin media are outright stealing from customers.
  • Reviewer
    Location
    Luton
    Reviewing
    Virgin Media
    Date
    Comments
    Signed up in 2016. Got an installation date. Days before installation they co texted me stating they had cable problems and couldn't install. I then had no tv/internet for 2 weeks whilst I got another company to fit it's stuff.
    A couple of weeks ago a get a leaflet stating virgin is now in my area. Had some great deals. Signed up again. 2 1/2 years later guess what. They contact me a few weeks before installation stating they can't install as , you guessed it, there's a broken cable.
    Messed about twice by an incompetent and ignorant company.
  • Reviewer
    Location
    Somer
    Reviewing
    Virgin Media
    Date
    Comments
    What a rip off.. Do not use, you have been warned, what a bunch of c u next Tuesday, charge you for any thing they can, rubbish service... DO NOT USE... They will not take negative feed back, how do you think beardy can afford to fly into space, pity he came back...
  • Reviewer
    Location
    Unsatisfied
    Reviewing
    Virgin Media
    Date
    Comments
    VIVID200 - speed between 16-70Mbps.
    DO NOT TRUST THEIR PROMISES - THEY'RE JUST LIARS
  • Reviewer
    Location
    CHEADLE
    Reviewing
    Virgin Media
    Date
    Comments
    save your money and stay away from this company. so slow internet
  • Reviewer
    Location
    Ickenham
    Reviewing
    Virgin Media
    Date
    Comments
    Got a call from Virgin Media Out bound team. Offered a deal to stay with Virgin Media. Double checked both sides had same understanding of deal, and then agreed to deal. Advised that contact would be sent via email. No contract received, I had to make follow-up call only to be informed that there was no deal offered by Virgin Media and then asked about telephone call recording, this was not there either. How convenient. Result. Virgin Media - absolutely disgusting service and liars and time wasters.
  • Reviewer
    Location
    Medway
    Reviewing
    Virgin Media
    Date
    Comments
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    I have had to call virgin media upteen times over the past few weeks to change an address. They have continued to use an incorrect address sending all my mail there and services such as hubs and technicians. Every time I have been on the line holding for over 1.5 hours quite often 2 hours - this is no exageration. I have been holding for approximately 12 - 15 hours in total and the problem of changing the address is still not solved. Again no exaggeration. Every time Im told the address has been changed - until a technician doesnt turn up or something similar. Its a complete and utter joke. The teams dont liaise with each other and send you around in circles and if they dont want to liaise with you they just hang up. They promise to call back but dont. And the same basic thing has to be explained again and again....holding as I write this so far 49minutes - I have spoken to 2 people 1 from cancellations and one from removals all I want is an email I was promised 3 days ago to give me my new account details. (ps I am meant to be at work!). If you dont use virgin media already - use a smaller company that might be able to offer better customer care.
  • Reviewer
    Location
    Medway
    Reviewing
    Virgin Media
    Date
    Comments
    Isn't worth any stars. If you manage to speak to one decent person in their customer service team then you are lucky. Originally had huge issues over receiving the box because it hadn't been delivered and each time i rang to ask, I got told it had already been delivered which was very clear it hadn't. Spent two whole evenings on the phone to them, until I lost my patience and they then decided to send someone out to me to install it free of charge. At the time i told them i wouldn't be paying for the time it took them to install it which they agreed. They offered compensation of £5 for everyday late it was but sent me through a cheque for a quarter of this. To top that off i noticed a charge added to my bill for the amount of the cheque they sent me, so they had charged me for my compensation! A month later my complaint got resolved because they couldn't get hold of me, despite having my email, phone number and home address. Obviously they try so hard (NOT). I set up a direct debit for payments and it was showing on my bank account but they didn't collect the money and have tried to charge me for a late payment fee. Needless to say, i am fuming, another 2 hours on the phone to them. Be very aware they try to slip in additional charges on to your bill and thy purposefully make the bills unclear. Compensation still hasn't been added on despite them saying it had been added. I regret choosing Virgin media, bad experience 15years ago but thought they might have changed so tried them again, what a stupid mistake that was. Never again would i go tto them. It's so bad i am contacting the financial ombudsman about my options. Please don't use Virgin Media, save yourself the trouble, it takes ages to get through to anyone and they are very rarely able to rectify anything. They certainly only do things when you refuse to accept their nonsense
  • Reviewer
    Location
    Leicester
    Reviewing
    Virgin Media
    Date
    Comments
    I cannot even give Virgin a 1 star rating! So to begin - Virgin installed cables throughout the entire village - rep calls round and explains the 200mps broadband speeds I can achieve and the costs - all sounds good so I sign up - Tuesday Virgin installed - Thursday ring up to find out why we still haven't got internet access and problem sorted - Saturday kids complaining that PS4 games were rubbish and lagging and upstairs no Wi-Fi on laptop. So ring Virgin who explain all the devices need to sign in to 5g not 2g. So away we all go to resign in. Only 1 mobile could sign in and get 150mps speeds, Xbox could find 5g but Wi-Fi signal couldn't travel upstairs so couldn't sign in. PS4 does not support 5g!!! Nobody mentioned this to us during the sales pitch and advice from the engineer. So after further conversations about boosters and wiring all the devices up we decided to return to our trusted BT service which gave us better speeds and worked all devices throughout the house. So,be warned, if you want the speeds promised them make sure you have the right mobile phone, gaming consoles and don't mind wiring running through your house!
  • Reviewer
    Location
    Folkestone
    Reviewing
    Virgin Media
    Date
    Comments
    One of the worse service. No good costumer service, higher than market price,

    There are so many better service than virgin media I don't recommend this service
  • Reviewer
    Location
    Hertfordshire
    Reviewing
    Virgin Media
    Date
    Comments
    Awful broadband and even worse customer service!!
    The broadband is constantly not working, I’ve phoned up so many times to sort it out , when I’ve asked for a refund for a service that I’m paying for but not receiving they are so rude and do not want to offer any good will gesture.
    Shocked at the way they deal with paying customer and how we get treated, and they get away with it. I haven’t got one apology from them .
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    Virgin Media Breach of Contract

    We signed up to Virgin Media's "Big Bang" package, which includes broadband, TV service and telephone.

    Engineers came Saturday 30th April to set it up, but only installed broadband and TV service.

    They were about to leave, and we asked about the telephone service, and were told they had nothing in their paperwork about installing a telephone service.

    After many calls to Virgin, taking nearly two hours, we were told we could not have a telephone from Virgin because there was "no capacity."
    We discovered that Virgin media knew two days prior to the engineers visit they would be unable to install a telephone service, but:

    a) They did not contact us to inform us of the situation.

    b) The engineers visited and set up only two thirds of the agreement, despite Virgin media being aware the third part of the contract could not be met.

    We asked about a reduction in price because we were only getting part of the service, and were told we would have to pay roughly the same because the "Big Bang" package was a special offer.

    We still need a telephone, so it would mean paying Virgin roughly the same price for only two-thirds of the agreed service package (contract signed), plus we would have to pay another provider for a telephone line.

    We told Virgin they had broken their contract and we no longer wanted their service, and they promptly agreed and cut us off within the minute.

    So, Virgin engineers have entered our home fraudulently, drilled a hole through our wall, screwed a connector box in our living room, and fixed cable to our wall - for a "package" they cannot supply.

    We are now without broadband and phone, as it was too late to stop the cancellation of service with our previous provider (BT).

    We are now going through the (purposely) slow complaints procedure.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    Virgin media is very unreliable. I can’t remember the last time we didn’t have problems. I’m currently trying to do work but haven’t been able to do any as my internet isn’t working!!
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Comments
    Biggest scammers. All they do is lie to steal your money. Zero customer service. No reliability.
  • Reviewer
    Location
    Belfast
    Reviewing
    Virgin Media
    Date
    Comments
    Like all others I got the promise of 200 speed and truth is I will be lucky getting 40. I can’t get catch up or on demand I now am having to buy booster for the WiFi. All this and almost £130 per month for the worst service money can buy.
    HELP
  • Reviewer
    Location
    Exeter
    Reviewing
    Virgin Media
    Date
    Comments
    Virgin Media are incompetent.
    I have made 10+ complaints abd the idiots still email me Dear Mr Ben Roberts..... THAT'S NOT ME YOU BLOIDY IDIOTS.
    0/10. RIDICULOUS.
  • Reviewer
    Location
    Shrikumar
    Reviewing
    Virgin Media
    Date
    Comments
    Virgin Media

    You have been taking money off my bank acct ( you arranged for the transfer from another acct holder who left the country) I was on a 38£ per month subscription and without my knowledge you were taking out 92£ a month for more than 6 months .
    You mentioned data protection policy and assured me that letters were sent to me to change password which never arrived.After MANY phone calls I had to cancel your services which was the only way left .
    I'm asking for reimbursement of the money that was taken out of my acct without my permission and also compensation for making me go through such hassle to no avail .
    I have also written a complaint weeks ago .

    Still waiting for your response
  • Reviewer
    Location
    Lincoln
    Reviewing
    Virgin Media
    Date
    Comments
    I cannot rate these because I am so upset with Virgin they should be ashamed of themselves. They have called my a liar and said I have upgraded to receive sports and increased my monthly bill by £55.00 which has caused my to be charged in my bank. I have not upgraded I don't even like sports! I called them and they will not refund me. This is theft the guy at the call center the manager wouldn't help me and said I had to write in to complain. They make complaining as difficult as possible, which is really bad customer service, they should want to know if they have upset their customers. I am going to get my money back £110.00 they have taken from my bank account it is day light robbery! Richard Branston should be ashamed for stealing off poor people! I am leaving Virgin and will set up with another service provider. I will never use another virgin product as long as i live. i feel so angry and upset by this.
  • Reviewer
    Location
    cambridge
    Reviewing
    Virgin Media
    Date
    Comments
    cost just gone up by 2pounds without notification,so now pay twenty nine pounds for only broadband connection and the only reason we use this is somy husband can read his local estonian newspapers and nothing more.Has anyone any idea for a cheaper alternative .
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    I was a virgin customer for 5 years, I couldn't believe it when they charged me £180.00 cancellation fee as the only reason I had to cancel the contract was because they were unable to supply my new flat in north London. As the new flat is only 1 mile from my old flat it didn't even cross my mind they would be unable to supply it. Absolutely awful company avoid at all costs.

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.