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 1011 customer ratings since 2023-04-13 (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.

4,679 Customer Reviews over 117 pages

  • Reviewer
    Location
    Fife
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    To be brutally honest it is effing terrible lol. If I could swear on this review then you best believe i would be using every word imaginable to paint a picture for you all of how garbage virgin is.

    Every other day there is problems, games lagging videos buffering constantly and this goes on for hours while apparently their engineers are working on it... again... for the 3rd time of the week... yeah okay.

    You pay out the nose for fibre optic broadband and you expect it to be worth the money you pay for, I was with talktalk a while ago which was half the price and they were equally as terrible. So why pay double for WiFi that doesn't work anyway, you're better sitting down with your toddler and drawing your own WiFi box in crayon I guarantee you that that will give you a better quality connection and so much less frustration.

    I'm not even exaggerating when I say that it's every effing week several times a week. It gets to a point when it's so frustrating you want to smash the hub off of Richard Bransons mush.

    Waste of money and tbh will be switching asap
  • Reviewer
    Location
    kent
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    Comments
    One reviewer said ' if I could give them minus 100 I would.' My feelings exactly. Now they are in a 50 -50 partnership with o2 who also have dismal reviews. It's a wonder to me that there is no anti Virgin Media pressure group.
  • Reviewer
    Location
    England
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    ****DO NOT JOIN VIRGIN FOR ANY SERVICES…
    ****DO NOT JOIN VIRGIN FOR ANY SERVICES ESPECIALLY BROADBAND*****

    If I could give less than 1 star or minus I definitely would award this company the crappiest service ever.

    If you join Virgin Media you will be paying for intermittent and complete loss of service. You will be told you can be compensated but the service is completely lost so you still need to pay for your service in full even though you sat there for a full weekend with no services.

    This like most companies is a joke and they just want your money.

    The worst service ever!!!! Keep looking but don't settle or promote this complete waste of service. You will regret the day you signed up, believe me!!!!

    They will even reply to this like they are gonna look after me but in reality they will waste your time, resolve nothing and ask for a review
  • Reviewer
    Location
    Norwich
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    terrible customer service , if you want to leave .
  • Reviewer
    Location
    Coventry
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Annoying customer service. They ring you to pester you and sell you a more expensive bundle. But try to cancel your contract!? Nope, you have to ring, text, whatsapp jump through hoops. They are absolutely beyond useless.
  • Reviewer
    Location
    Kempston, Bedford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Only with vIRGIN as no alternative. 50%of the speed I'm paying for. App is terrible. I wish I could change it soon. Avoid.
  • Reviewer
    Location
    Gloucestershire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely terrible customer service, advisors cannot understand what you say and just repeat something read from a script. Useless
    Charge 4 times more when contract runs out.
    Won’t answer emails
    Try to charge for equipment they won’t pick up
    Cause of stress because you cannot get a resolution to a problem
    Would never use again
  • Reviewer
    Location
    DERBY
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I have no complaints about broadband/tv etc but the customer service is awful, it has been deteriorating over the past couple of years or so. One of the problems is the decision to take some of the service overseas, I get the impression it could be a ploy to challenge customers to try and understand these so called agents. My problem at this time is mis-selling, I was offered a package on the phone, I agreed to the deal verbally but when I received the contract summary, there was an £18 increase after 6 months, I have been trying to rectify this for the last 4 days.
  • Reviewer
    Location
    Dunstable
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Disgusting company - miss sold to an 86 year old who called to cancel her contract due to the cost of living crisis and was told virgin would do a better deal when in fact she is now paying so much more and has been unable to speak to anyone due to such poor customer service and has been reduced to tears over the issue. Shame on you virgin media
  • Reviewer
    Location
    Staffordshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible customer service, terrible internet connection and they are deceiving the customers with the free gifts, what you are never receiving.
    Today I have contacted customer service and he told me, it is my fault not receiving the free gift, because I am calling them everyday and they have to raise the issue to the team everyday, and that is why the complaint not going anywhere.
    The service what they are providing the lowest so far from all.
  • Reviewer
    Location
    Falkirk
    Reviewing
    Virgin Media
    Date
    Comments
    Worst customer service I’ve ever past from one department to another then disconnect. Hours wasted must be the way to deal with complaints pass round in circles until you give in phoning them
  • Reviewer
    Location
    bristol
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely TERRIBLE.
    Virgin cancelled the installation at 8.15pm the night before installation on 2nd September having already cancelled my existing broadband supplier.
    Gave me a date of 24th October for the install. Outrageous and unnaceptable to leave us without broadband having given us all the sales talk.
    Have cancelled contract with them which in itself was a difficult experience.
    I would AVOID like the plaque if i was you
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The broadband has been of POOR quality. It often cuts out. I tried to resolve this through virgin media but was unable to do so. I spent about 6 hours on the phone with no resolution. In the end I left for another company. The price looks good but the service is terrible.
  • Reviewer
    Location
    Norwich
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      2 stars
    Comments
    Honestly, this company has given me mental health problems. I don't know if trustpilot will allow me to write as much as I need to write!

    I have been with Virgin for a lot of years under three different contracts. I would say around 15 years.

    Every 4 months they up the price and I have to call to have it lowered. They use this opportunity to get me to add just a couple of pounds a month onto the contract as a lesser evil to the massive price hike. They then do the same at the end of the contract but they almost double the price so that they can add an extra fiver. These conversations are the most stress inducing conversations I have ever encountered with any company, they are horrendous. I have mental health problems almost every time I hear from this company as it is almost always an argument to get my prices lowered. I honestly can't express how horrible this company is, they are manipulative and use dirty tactics to steal from the consumer.

    I just got off my final call with them and I have terminated my contract (As they wanted to add £10 to my monthly contract and wouldn't budge). I was told by the nice sounding geordie on the other end of the phone that the company has to make profits and that they will always raise the price of your contract. I pointed out the record profits of virgin media and asked why these weren't passed onto the consumer, he said that is just how companies work.

    I do not want to be part of an organisation that makes record profits and still charge their consumer more money based on the cost of living going up. Surely the cost of living is an issue for us??? The CONSUMER!!!!

    Worst company ever.
  • Reviewer
    Location
    Northampton
    Reviewing
    Virgin Media
    Date
    Comments
    Very very bad service. I am not satisfied with the customer service. They are telling one thing and doing another one. When I call them to inform regarding moving the house , they told next day they will install the Internet. After 4 days again I called, they told that it will again take two more days. When I ask the reason, the customer care officer said that , she don’t know the reason. Also I got the bill amount £13 and they cut more than double from my account.
  • Reviewer
    Location
    Brighton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Disappointing Braodband and even bigger disappointment with regards to customer service. I have been a Virgin Media broadband customer for three years previously in a different city and it was great. No problems at all. Unfortunately in Brighton the Broadband was awful and when I reported the slow speeds and the constant cutting out I was made to feel very small and incompetent. Virgin Media were not interested in the slightest and just kept saying that their end said there weren’t any issues. They eventually sent out an engineer who also didn’t resolve anything and just told us we were at the end of the line. To finish it off when my contract was up Virgin wanted a £40 early disconnection fee as my tenancy was for a month less than my Broadband contract. I decided to just pay the 12 months despite no longer being at the property. I was then contacted asking if I would terminate the contract early as someone else was moving into the property but I declined to pay the early disconnection fee. The person was quite insistent despite me making it obvious that their timing was most inconvenient and I asked if they could ring back at a more convenient time. They didn’t ring again that evening as requested. I then rang them back to clarify what was going on and again I was asked if I wanted to pay the early disconnection fee, yet again I declined their kind offer to pay more money for a service I was no longer using. Then out if the blue I received a final bill saying that my contract had been terminated without any consultation with myself. When I queried the bill I was told by the young man, I won’t name him as it’s probably not allowed, that Virgin Media could basically do whatever they liked with the contract or words to that effect and when I queried this statement he reneged and denied saying it, although sounding a little flustered. So disappointed this year with the poor service received after three previous contracts that went without any hitches at all. Most phone conversations were discourteous and quite frankly rude at times,
  • Reviewer
    Location
    Manchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    After paying Virgin media my hard earned money for the past 20 years, when I desperately needed support due to my broadband going down they couldn't have cared less. Despite explaining my hub was clearly broken and that I was in the process of starting a new business from home, they flat out refused to send out a new hub (unless I paid even more to upgrade) and told me I would have to wait a week for an engineer. Unhappy with this, I told them I would find an alternative provider which I did. Despite various phone calls to Virgin and discussions with them via Twitter, they failed to tell me I had to give 30 days cancellation until I called today to tell them I am now with Talk Talk and this is despite not even being in a contract. They basically told me it was my own fault for not being aware of the T&C's and not reading their cancellation policy. So now they intend to charge me for broadband I won't be using for the next month as its been disconnected when I moved to Talk Talk. Had they informed me of this when I first told them I was leaving, I could have cancelled 3 weeks ago.
    Disgusting company, appalling customer service and clearly have no value for customers. Their customer representatives are insincere and unhelpful which is why I will now be actively discouraging others to choose them.

    And isn't it interesting that for all their insincere apologies when you complain, they never, ever offer anything other than an option to discuss it further i.e. continue banging your head against a brick wall as they frustrate you further because they really couldn't care less and will give nothing to compensate for their inadequate provision
  • Reviewer
    Location
    Northamptonshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Awful customer service. Charged us £30 to not renew our contract, which had doubled in price. I don't understand how they can do that. Avoid at all costs.
  • Reviewer
    Location
    LONDON
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Customer service is awful. Everytime I have a problem, it takes ages to get resolved on the phone. Worse, I have been trying to cancel my contract. I have wasted 10+ hours being kept on hold. They know I want to cancel, but never connect me to the right person on the phone. Then they keep sending me bills - this company is dishonest and fraudulent.
  • Reviewer
    Location
    Uk
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I'm very disappointed with the service I have received!
    This is unbelievable that your people does not listen to clients!

    I spoke on the 13th August with somone as my contact will finish at the end of September! Didn't receive any email with confirmation spoke today with 4 different people they diverted my calls all the time, unfortunately we heard different prices from all this people :45 pounds to 32 pound to 29 pounds and on the website they have got deal for 27 pounds I heard from that women at the end that we need to pay Virgin extra 11 pounds as notice was given 30 days before so we will be disconnected on the 25th I'm sorry but I will not pay that as I spoke with somone already on the 13th August so from that day 30 days is till 13th of September so basically that's mean they own me money not Me!

    Very poor customer service this is unbelievable! I phoned 6 weeks before my contracts ends and I need to pay them extra 11 pounds no chance!
  • Reviewer
    Location
    LONDON
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Most dudgy company ever seen
    They overcharge me more than a time....
    Stay away please
  • Reviewer
    Location
    Bath
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely shocking. I keep being forced to use virgin due to a lack of other alternatives and every time I swear never to use them again. I had to book the guy to come install 5 times and after each time he would never show I would call up and be told exactly the same thing, we have no idea Ill book you another only for no-one to arrive again, leaving me without wifi for weeks. Customer service is horrendous and good luck trying to cancel your plan you are going to be passed around more than a hot potato whilst on the line for hours being repeatedly hung up on.
  • Reviewer
    Location
    Manchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Broadband speed changes constantly, supply what they feel like as appose to what is paid for. Massively overpriced and way out of touch with the customer.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Often slow speeds, poor customer service, disappointing overall
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    One of the worst internet service provider. Virgin Media broadband is not at all reliable and every time if there is an issue they will take at least 6-7 days to arrange a technician.There service is not at all suitable for someone working from home.
  • Reviewer
    Location
    Birmingham, UK
    Reviewing
    Virgin Media
    Date
    Comments
    A very bad experience with Virgin media - they keep feeding you with promises that someone would call regarding technical help but never received any call after calling Virgin Media technical support for over 10 times to their 0345 number..

    Virgin Media - plays with their customers by calming the customer down by giving them untrue, fraudulent promises.
  • Reviewer
    Location
    Huddersfield
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    Comments
    Where to start. In all my years I have never ever experienced such appalling service. How virgin media are still in business is beyond me. This is the 1st time ever I had had to resort to leaving a review I am at my wits end. Hours and hours of phone calls, chats, formal complaints and watsap chats and 3 mths later after my 1st call to cancel my broadband and I am still receiving bills. Endless failed callbacks. I'm just lost for words. 0 stars
  • Reviewer
    Location
    ts1 4nx
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    SHOCKING BAD service BT is so much better speak to people who understand your problems and DO NOT keep cutting you off
    AVOID AVOID !!!!
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible costumer service. It’s almost impossible to cancel your contract with them. I tried online and there is no any clear way how I can do this then I tried over the phone and I had to wait hours to be able to speak with somebody and even then no one was helpful. Don’t sign with them if you don’t want to stuck with their contract forever!!!
  • Reviewer
    Location
    Borehamwood
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Broadband not working 17+ times in a week. Not for the first time. I pay for 60+mg. The broadband will not even cover a small bungalow. No compensation, refused a booster.
  • Reviewer
    Location
    Mansfield
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    After virgin have messed about with my services. I now have no TV working in my home. After three calls to them in the same day I still have no services. The earliest they can get to me is in 10 days. Absolutely disgusting
  • Reviewer
    Location
    Jordanstown
    Reviewing
    Virgin Media
    Date
    Comments
    POOR Speed issues from time to time with download just over 20mbps, not what I was advised. Tried to order some boys which VM says will help. Nope spoke to another bot and bot was to transfer to a HUMAN ? but with apologies in advance.

    Bots are taking over good business and destroying the customer and making the company management RICH at the cost to consumers. BAD strategy. John
  • Reviewer
    Location
    Chichester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    After few years I have to leave Vergin media due to increased costs, poor reliability and low speed. I am with Sky and the seem to be much better
  • Reviewer
    Location
    Yate, Bristol
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    I booked broadband connection online, for 13 August and after Virgin send a emal to rebook,to 3 September, I was on the phone 30 minutes to cancel the order and don't go through. I need go to a store? Rubbish.
  • Reviewer
    Location
    Croydon
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    terrible connection from the very 1st day. Non existent customer service by call handlers who don't care. 12 months later same issues with connection still ongoing. In the process of complaining to Arbitration service. WORST ORGANISATION EVER!!
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Terrible terrible terrible! It stops all the time and it’s impossible to get hold of customer service. Once you do, they are rude. It’s been a nightmare, totally unreliable.
  • Reviewer
    Location
    Leicester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst customer service I come across, get different answers/ excuses every time you call, when you call you have to hold for 30 minutes before they answer, every time you I call I never had a good experience with Virgin, Virgin need to train there staff how to deal with customers and improve there service
  • Reviewer
    Location
    Bristol
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid at all costs. Truly terrible customer service. Takes forever to get through, they don't care, and don't do what they say they will.
  • Reviewer
    Location
    Leicester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    No costumer service... In existent 3 hours on the phone still waiting, they are a bad joke, but who care when they own half of the country.... About some bad reviews...
  • Reviewer
    Location
    Belfast
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    I’m in the process of moving house and was looking at broadband options online for my new place. Got a call from Virgin off the back of this, the guy told me what they offer, I thanked him and said that we are just at the beginning of the process and would like to look at other providers. He then started slagging off the other providers (especially BT), telling me that I won’t find anything better than Virgin. At this point I got a bit angry and told him that I’m currently with Virgin and I’m rather dissatisfied with their service, therefore I would like to see what other options I have. He then went full-on mad bully on me, essentially telling me to eff off and hung up on me. Guess what, I’m definitely not going to use Virgin now!

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.