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
    walsall
    Reviewing
    Virgin Media
    Date
    Comments
    Frustrated and angry that no one in virgin cares.they take your money after hard advertising, tie you into 18 month long contracts and dont deliver. Customer service is non existent because the poor lowly ipaid muppets on the end of the phoneline are not interested in what you have to say and the may never speak to you again. I have only been with virgin media since 6th september and to date have had no telephone service. Had tv and broadband working for a couple of weeks but tv kept buffering. Now have no services whatsoever from virgin. My package is big kahuna with movies sports and HD including phone. I have none of these services operational at this moment in time but still psying for them. virgin still want to take money from me. Rubbish, rubbish, rubbish. Dont even think about going near virgin because all these reviewsant be wrong. Im now waiting for an engineer to fix the problem but no assurances when. Its a joke but no one especially me finds it funny. If I went to the shop and bought something and it became faulty, I would take it back and get my money back. If you tell virgin you're cancelling direct debit, they say that they will come after you and ruin your credit rating. Isnt virgin wonderful?
  • Reviewer
    Location
    Glasgow
    Reviewing
    Virgin Media
    Date
    Comments
    Disconnects every 10 minutes. Cut off for hours last night for no reason. Virgin media have been contacted 3 times and still have not fixed the problem.
  • Reviewer
    Location
    Wandsworth
    Reviewing
    Virgin Media
    Date
    Comments
    I have been with Virgin on 70MB for 18 months now. For most of 2016, Virgin was 'upgrading' the local network resulting in frequent service disruption and speeds as low as 1MB. Despite the network upgrade, reliability is appalling with frequent disruption resulting in engineers apparently working on fixes for days. Now I have taken the 'full house' TV service. Firstly, no one should accept the TIVO box - its painfully slow, noisy with illogical menu structure and 1980s style video game graphics. Finally, if equipment orders are mis-delivered, Virgin refuse to accept responsibility and refer to Yodel, the delivery co.for resolution (who cannot replace the equipment, merely search in vain for days).
    CONCLUSION: SAVE YOURSELF ENDLESS FRUSTRATION AND USE ANOTHER PROVIDER.
  • Reviewer
    Location
    Peterborough
    Reviewing
    Virgin Media
    Date
    Comments
    I haven't had Internet for 3 days now.. I pay an outrageous amount of £70 a month just for Internet and my house phone.. I have now missed 3 days of work.. I am cancelling my contract and I want to be paid for 3 work days.. this is completely unacceptable
  • Reviewer
    Location
    Belfast
    Reviewing
    Virgin Media
    Date
    Comments
    Avoid avoid avoid avoid total rip off

    Avoid avoid avoid

    Please please avoid avoid

    Problem since day 1

    Rally rubbish CS moving back to sky which are 100% better
  • Reviewer
    Location
    Burnley
    Reviewing
    Virgin Media
    Date
    Comments
    Rubbish company,cancel contract after years.The speed up o 100mb getting 5mb if you lucky.
  • Reviewer
    Location
    south shields
    Reviewing
    Virgin Media
    Date
    Comments
    have nothing but trouble with this provider paying for one hundred megs but barely gets to 30 constant problems which they are always unable to fix going to get this taken out very soon
  • Reviewer
    Location
    Middlesex
    Reviewing
    Virgin Media
    Date
    Comments
    Very bad service..not reliable..even after telling them to cancel the connection,the staff say okay we will and after some days they say you have an outstanding balance to pay,if you do not pay we will report bad credit on your account...the other broadband services are far better then virgin media..very disappointed with their service..will never recommend anyone.
  • Reviewer
    Location
    Middlesbrough
    Reviewing
    Virgin Media
    Date
    Comments
    Absolute joke of a company on one of the fastest internet services that they provide yet it take absolutely ages to load the internet up. Also if you play games expect to lag or lag out of every game you play ******* joke of a company then when you phone them about it they put on a guy you cant understand or claim that the problem must be something else rather than admitting there internet is just **** in general. All honesty get sky or bt over them at least there reliable.
  • Reviewer
    Location
    Bedford
    Reviewing
    Virgin Media
    Date
    Comments
    BE careful what you agree with virgin. I'm elderly and moving to sheltered housing so cancelling my telephone line and broadband. VIRGIN are charging me £64.20 disconnection charge,after I have paying them from when they first commenced trading. SO DISAPPOINTED ITS NOT THE COMPANY IT ONCE WAS.
  • Reviewer
    Location
    NORTHOLT
    Reviewing
    Virgin Media
    Date
    Comments
    Worst customer service ever. Problems with my parents phone line and broadband. They are in their 90s and have a careline alarm which is attached to the phone line. Constantly experiencing lost connection which means alarm doesn't work. They say they have not identified any problems on phonelune or network. Been pushed from pillar to post. Booked an engineer but was then told no engineer booked. Couldn't speak to anyone in authority only offered a call back. Not good enough with vulnerable people. Moving parents to another supplier. Fast speeds only any good if it works.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Comments
    I have never written a review before so I am sorry I have taken this long.

    I was with Virgin Broadband and TV for over 10 years up to 2016, the last 6 years I had only landline and broadband with them. They went from providing a good customer service (during the blue yonder period) to a poor service of deliberate lies and excuses.

    I think more problems occurred when the company changed hands:

    Hiking up my bills within 4 months for 3 years when I had been promised and agreed a certain fixed price.

    Not being able to access my email despite typing the correct password. Sometimes waiting 5 mins to get into my email.

    Being passed from one department to the other.

    My bills were always paid on-time by Direct Debit. I didn't mind there being a problem just as long as it wasn't frequent and that any problem would be solved quickly (and I mean immediately or within two days).

    I left Virgin because of the fluctuating prices and their dishonesty. Yet when I gave them notice that I was leaving, I had a numerous calls from a separate operation centre related to Virgin. They were rude with either a sarcastic tone, bullying tone and sometimes hung up on me when told them that I had already given notice to leave and I would not return. They were ringing everyday and I had to make a complaint to Virgin. Thankfully I spoke to someone who was mature and sensible. I had my credit sent within days, cut off was smooth.

    Now reading the reviews of so many broadband providers I can agree that a company is only as good as its workers.

    I am now regrettably, with Post Office Broadband and the only winners in this are Openreach the engineers they 'have to use'. Their customer service is diabolical - the internet when a second person is using it in the home - even more so. (Avoid Post Office Broadband. If you are desperate use the library or a friend/relative because believe me it is not worth 18 months of your life. After reading countless reviews and listening to comments, including the younger members of my household the Post Office broadband is not worth the bother.

    In conclusion: WE should dictate our terms. WE have the power to do so.
  • Reviewer
    Location
    Leeds
    Reviewing
    Virgin Media
    Date
    Comments
    I've been with loads of mobile providers over 18 years and this is definately the worst. Internet and texting works intermittently so most of the time doesn't send messages or log on to Internet. Customer services say it's temporary, then say it's my phone when i've tried various phones. Now they've decided it must be the SIM Card so i'm waiting for a new one-which they said would arrive today but hasn't. Never paid for such a faulty service- it might be cheap but that's because you're paying for nothing!
  • Reviewer
    Location
    Hertfordshire
    Reviewing
    Virgin Media
    Date
    Comments
    I was meant to be getting 60mb of internet. Super fast fibre optic they call it. For the past month it has been extremely low. Reaching 0.35mb which is ridiculous. Contacted an online chat support who was rude! He also had the nerve to log out of the chat before I could respond! Virgin Media staff tend to be very helpful when getting you to sign a contract!
  • Reviewer
    Location
    wirral
    Reviewing
    Virgin Media
    Date
    Ratings
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    never get the speed as they offer
  • Reviewer
    Location
    North east
    Reviewing
    Virgin Media
    Date
    Comments
    WORST WIFI IN THE WORLD - DO NOT USE VIRGIN. Right now I'm having to go to my friends or another family members home to revise for my a-levels as my wifi is unusable, up too 150MB per second and u cannot even load a page. Whenever we rang ( as we have over 25 times ) we get told that there is a 'fault' in our area or some over pathetic excuse. I am not one to write reviews but genuinly iv never ever ever ever been this hot headed in my life and it is due to Virgin media wifi
  • Reviewer
    Location
    Brighton
    Reviewing
    Virgin Media
    Date
    Comments
    Nightmare, saw much cheaper offer advertised the next day by Virgin and so asked them to switch me to that but I just ended up spending ages on hold and being passed around from department to department. Didn't receive call back when promised and was given a lot of conflicting information. Ended up cancelling my account. No customer care!
  • Reviewer
    Location
    Croydon
    Reviewing
    Virgin Media
    Date
    Comments
    My daughter is the account holder with virgin media for over two weeks we've had broadband service that's in and out of service 3 engineers have come out the whole rd has the same problem when you ring they give different excuses. You have long waiting times just to get threw to them . Now that we have had enough of never being able to use broadband not WiFi as were not morons and understand that there are limitations with speed and that you cannot connect all of the time but our issue is not connecting to there broadband basically that's all we want we are constantly on the phone to them it's time consuming and irritating and still after two weeks we have a service that doesn't connect or is in and out continuously I would never recommended virgin as I think they have trouble connecting in our area and didn't explain this at the time of signing up and that they give conflicting reasons for the problems your having and never the truth
  • Reviewer
    Location
    Kettering
    Reviewing
    Virgin Media
    Date
    Comments
    We canceled the contract with Sky because Virgin offered better after nearly two weeks turned out we would not have a landline until one of our neighbors would not give up the Virgin contract. We were fooled! Worst company ever!!
  • Reviewer
    Location
    Ealing
    Reviewing
    Virgin Media
    Date
    Comments
    Trying get to Virgin on behalf of my elderly mum. Waited 50 mins on phone only to be transferred another dept. Been waiting further 3p mins so far. This co is not fit for purpose. Everyone I know who has been with Virgin all report same bad experience with customer service.
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Comments
    When I first joined Virgin media they were great, everything ran smoothly at a very reasonable price. Then after a year my bill was put up by £30 a month without our knowledge or agreement to pay so much extra for the same package. When I rang up I was informed that we could have 6 months free then pay £50 for the next 6 months, I even read this back to the operator who agreed that I had heard correctly.
    Shock, I am still being charged the full amount and virgin media are saying this was never offered to me and refusing to find the recording of the phonecall in which I had been misinformed. When I rang to sort this the woman was very patronising, all she wanted was to take my money. I went on to write a complaint to which I had no response. When I next rang I was told that my dispute had been closed, nobody had contacted me to inform me of this. I will be taking this further as I have just been made to pay £140 as they were threatening me with debt collectors and tarnishing my credit rating.
    It's fair to say I will not be using virgin media again after my contract ends and will not be recommending them to anyone when this time last year I would have!
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Comments
    For last two weeks I'm loosing internet connection every 2-3h, I don't know what is going on, but last time Virgin is rubbish.
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Comments
    It’s not even worth giving a rating.
    Taking two DD from my account but won’t talk to me as I didn’t sign the agreeement. They have been spoken to by the account holder and written too and still won’t discuss. They are a joke.
  • Reviewer
    Location
    Romford
    Reviewing
    Virgin Media
    Date
    Comments
    Virgin you are an absolute joke. I want to cancel you as after being a loyal customer since 2007 I rang you twice yesterday to let you know I got an amazing deal with sky. After waiting for over half an hour each time the first bloke was rude and did nothing but slate sky. Second time I was given a deal that would last for 9 mths only. I am leaving this review while being on hold again so far 20 mins. And they want to know why I am leaving. I'm sure they put you on hold on purpose so that you get fed up and hang up
  • Reviewer
    Location
    Leeds
    Reviewing
    Virgin Media
    Date
    Comments
    Absolutely a joke of a company wish I would of stayed with sky now always something up with connection just a complete joke wouldn't advise any1 to join them I am going back to sky thanks for f### all u idiots
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Virgin Media
    Date
    Comments
    Stay away from Virgin Media Group, I have had a bad experience with these lot. They tried to charge me for services they did not provide, after waiting for months to be connected I decided to cancel. Then I realized my information was passed on as a credit defaulter and as you guessed I now have bad credit score etc.
    Wasted so much time call them to rectify this but they did not bother to rectify anything.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    My 1yr broadband contract was up, I was changing over to a new provider which was cheaper, so I called virgin media to cancelled, the customer service man asked why I was leaving I told him, he then offered me a cheaper deal, to my horror the first bill was nearly double the amount he promised, I then contact the customer service to be told I missed out on the deal which was first promised to me now I am stock with them for another year because I was conned by virgin media.
  • Reviewer
    Location
    Fife
    Reviewing
    Virgin Media
    Date
    Comments
    Ordered broadband and phone package. Arrived bang on time here ends the good news. Installation (paid for) shocking could have wrongly installed it myself. From day 1 router re-booting up to 8 or 9 times daily due to said installation. Called many many times and given the run around. After many calls and finally changing settings in the router i recieved a new router. Guess what problem persists. Finally an engineer came out did a few things to solve the issue and left saying a follow up visit from an engineer has been booked in for 4 days later. An hour later same issue. 4 days later no show from the engineer. Finall when another engineer dud arrive he located the issue and fixed it. I decided to lodge a complaint and was advised i'd get a call back within 7 days. Due to work i missed the call so phoned to ask how my complaint was progressing. Was told because i didn't get back to Virgin my complaint was closed!! I requested a call back after 2pm the next day from a manager able to deal with my complaint. Guess what yep no call back then or since. I rekon they are due me £25 for engineer no show. I'd like my money back for the non installation and a reduction in my monthly bills for the remainder of my contract due to loss of service which i paid for. DO NOT go with Virgin simple as that. No consideration for customers other than screwing you for as much money as possible. Horrible company horrible service horrible customer care.
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Comments
    Broadband is left not working for weeks and when you try and get in contact they continuously hang up on you. They have terrible customer service and have no interest in resolving your issues.
  • Reviewer
    Location
    Halesowen
    Reviewing
    Virgin Media
    Date
    Comments
    Misled into a sale!! Promise of a voucher for amazon and never recievied it. Cannot talk sense with anyone, they made me go with them instead of Vodafone and misled me into a sale. Shambles of a Company, also quoted 3 different prices for broadband. Avoid these cowboys will be reporting them
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    Hi Virgin, I am very disappointed in your customer service team. As the chat helpline has been down for the past week, I have had to wait to speak to someone for over 20 minutes each time. - having had to call three times. Lastly, the last person I spoke to, Sunny knows little of customer service. He did not hear my request, repeated the same things and interrupted me as I spoke to him. He also refused to let me speak to a supervisor. I told him I no longer had time to speak to him, and asked if I could receive a phone call back at a later time to finish with my request and he said no. Like always, your company is quick to respond to a sales request but terrible after sign up.
  • Reviewer
    Location
    Liverpool
    Reviewing
    Virgin Media
    Date
    Comments
    Worst costumer service advisories, no help I signed up to a 55 pound contact and with no notice they told me my bill is now £191.90 nothing but excuses on the phone no help at all told me I can have free view channels for £67.40 a month this is a disgrace !!
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    Oh what can I say about Virgin Media another with bad customer service under its belt!
    I signed up for 50Mb Broadband, telephone and tv in July 2014. But guess what? there was no telephone because there was no more lines available on my road. They had reached their maximum installation, I'll be put on a waiting list until a line becomes available.
    But here's the problem... the package for the three was £29.99 for six month on 18 month contract. After which I'll pay full package price at £35.00.
    They installed the tv and the broadband. I thought that I would receive some type of compensation, but instead they said I still have to pay the £29.99 for the six months.
    I had to make numerous of calls to say that this was unfair since the package I received was incomplete and the weren't in a position to inform me when I could have the telephone installed.
    I experienced frustration dealing with the representatives of Virgin Media. The internet service was also bad, as there was always a drop in speed which I had to call technical support for several times.
    I cancelled within the cooling off period and I will never go back to Virgin Media. All these companies are just extorting money from the public and are not interested in retaining customers.
    I won't recommend Virgin Media!
  • Reviewer
    Location
    Hatfield
    Reviewing
    Virgin Media
    Date
    Comments
    If you live in this area don't bother with Virgin network issues since November and always takes over a week to fix. Too many broken promises this time for repair the completion time has changed 5 times and has not worked for 10 days if it is finally fixed on the latest guess this will be 13 days. So if you are looking at email in this area buy stamps and send your mail it will at least get there and probably quicker
  • Reviewer
    Location
    Maidstone Kent
    Reviewing
    Virgin Media
    Date
    Comments
    AVOID! AVOID AVOID!!!!!!!! I had a contract with Virgin Media that ended in February. I told them I was leaving and they said they're charging me a disconnection fee of £246. Ridiculous!!!!
  • Reviewer
    Location
    Rainworth
    Reviewing
    Virgin Media
    Date
    Comments
    Happy to be  leaving. Problems since day 1. The worst internet provider I've ever used. Uselesd customer service, expensive and receive no internet most of the time. I would never ever be a virgin customer again. Switching back to sky .. much better service from them.  Do not chose virgin media.
  • Reviewer
    Location
    Warrington
    Reviewing
    Virgin Media
    Date
    Comments
    Utter shambolic provider, I was a new customer to Virgin I originally booked my broadband on Jan 27th we are now on 28th March 17 and I'm still waiting for it to be installed!.... 4 times my installation has been put back and I get a call the day before it's suppose to be fitted!!... blaming fitters and even the council!!!!!..... I have now cancelled this agreement and will never go to virgin again it's shocking... avoid at all costs there a joke of a company. Dare I say even worse than sky!..
  • Reviewer
    Location
    Doncaster
    Reviewing
    Virgin Media
    Date
    Comments
    Disgraceful. I had tv package for 6months were ok wen I moved they said I was going to be connected. The day after moving I get charged 47 quid and they disconnected me. So to literate. I paid 47 and did not have the serv9ce. Now they're still trying to charge 170 quid f0r 3nonths even tho it got cancelled due to being disconnected and they take your money. All I'm saying is cover your self by the citizens advice. Or a solicitor. Cover all angles and fight for y9ur right. Avoid these cowboys
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Comments
    Very bad customer service.
    Check your bills. They will rip you off.
    Staff are not properly trained.
    Rude engineers.
    Would never recommend.
  • Reviewer
    Location
    Newton Abbot
    Reviewing
    Virgin Media
    Date
    Comments
    Virgin Media wired up the next-door neighbour's technology incorrectly and has caused many problems to this address, also having carried out work - no doubt also way below safety-standard protocols - to another neighbour's house in the area, too.

    When the company is called about the problem, they lie, saying that they have checked the property's wiring, when they haven't, despite these effects having caused all sorts of issues such as extreme static-charge in and around the house to life-threatening levels, radioactive effects hitting the immune-system and high-pitch frequency effects causing ear-aches for days, the company having had all of these details relayed to them.

    Virgin Media does not care about the lives of people, they care only about profit via aggressive sales tactics and bad wiring. Stay away. They are bad people. Five years these effects have hurt people and Virgin Media simply does not want to take responsibility for their under-trained representative's mistakes because they do not wish to be seen as liable.

    The ISP we were with at the time even stated that Virgin Media has messed up their own installations of technology in the past.

    These people are some of the lowest of the low. Surrounded by advertising and plenty of profit which people keep feeding them without thinking about the consequences. Am sure that if there was really proper, alternative regulation to the mirage of an organisation that is Ofcom, a proper international regulatory counter-corruption organisation that was able to deal with these types of criminal companies, then Virgin Media, as well as companies like Vodafone, would not be trading (maybe down the odd back-alley).

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.