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
    3.1 stars
  • Reliability
    2.9 stars

Based on 6895 customer ratings since 2020-06-15 (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.

3,816 Customer Reviews over 96 pages

  • Reviewer
    Location
    East-malling
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I have been with Virgin media for 4 years and experienced a lot of issues with broadband speed over the years. Two months ago, they offered me to Re-negotiated my contract as apparently they increased the reliability of the service In my area and they wanted to give me a preferred rate.
    During the call with one of their customer service representative they suggested for me to transfer the contract from my ex-husband name account to my name.
    I had been paying for over 2 months under this new contract and they have now decided to change my contract for another price and start charging as a new customer again. They also charged me £20 to do a name change on the account which was never mentioned before.

    Both customer service and broadband are terrible - I have decided to switch provider. I strongly advise against Virgin Media.
  • Reviewer
    Location
    Manchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Awful customer service.. missled me into purchasing a media package so basically add £80 to an equivalent of free view that's already built in the tv! And the box is very slow

    Customer service very rude multiple contacts
    Will not cancel media package
    Charged extra £35 this month asked for a reason but the Indian guy on the phone just kept speaking over me trying to sell me more! Cancelling on the due date and changing provider.. never again
  • Reviewer
    Location
    Hove
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Poor service. A real pain if you need to get anything like the service advertised or indeed pay for.

    I would prefer to give 0 stars for customer service
  • Reviewer
    Location
    london
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Made at least 6 calls and each time the customer service manager gives a different price for a same service - it takes a lot of bargaining and their words are very unreliable. The website does not show the link to where i can cancel their direct debit-that page is "oops this page is not working".
  • Reviewer
    Location
    Hartlepool
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Very expensive and poor long term customer loyalty. I will be switching next month as I've been paying well over the odds for years.
  • Reviewer
    Location
    Farnborough
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Awful, awful, awful. In less than 8 weeks with these jokers service has gone down twice.

    The second time, when i tried to call, a robot informed me it was for network upgrades and would be out for 6 hours. Smack in the middle of the working day.

    No warning, no contact, just service cut. Lost work time, lost trade, loss of revenue. No contingency could be planned for as no warning was given.

    Do not go with these clowns.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    I had 12 month contract and the service has been good. I have been with a few different providers and the service I have received with Virgin have been very good. The speed is generally consistent when I have checked. Game downloads are at expected speeds (via Ethernet). Netflix/Amazon Prime have been fine including 4k content. However, there have been a few outages (more than BT that I used before) but still acceptable. Considering the recent Covid situation, home broadband has never been more important and fully utilised across the country, and Virgin have been great.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    I am appalled by the way I've been treated by Virgin media! I've been a loyal customer of theirs for over 5year now. When the engineers came to install my new neighbours internet. They managed to disconnect my internet during this time. I informed them immediately as I was working from home. These charming engineers refused to fix it immediately as they wanted a new 'job number' and left- refusing to accept responsibility, leaving ransoms cables strewn across my front lawn. I thought the people at virgin would want to protect their customers by getting my broadband reconnected immediately. The customer service member I spoke to, who appears to be based in India was most unhelpful. He offered to send an engineer in a week! So this meant a week without internet access at home! I also had to argue why I refused to pay for the week I had no internet. (Apparently the logic was lost at customer service) A second phone call eventually led me to U.K. Based personnel who seemed to be more proactive and promised an engineer out by today. After not hearing back from them, a final phone call back to helpful India, led me to being abruptly informed that things stood at me waiting for an engineer on the original date. Threats to cancel my subscription was met with 'that's ok'. I am shocked that this is the type of service I have been offered in light of virgin's mistake. In gaining one client they have lost another. I have cancelled my home's broadband and telephone connection as I am self employed and often work from home. I strongly advise that people steer clear of this company.
  • 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
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      2 stars
    Comments
    I recently disconnected from Virgin Media after my bills shot up to £50.50 per month for just fiber. Now that was already an issue as that do not call or email to inform you that your contract is coming to an end or that you are being moved on to a rolling contract.

    The bigger issue is their incredibly rude, unprofessional and dishonest call center staff. When I called to disconnect I was informed that as I pay in advanced I would not be charged going forward. Fast-forward to today where I have been charged.

    I have called the call center again to discuss and let them know that I was misinformed by the previous colleague I spoke to and have now been charged. Their response was to refer to their online payment system and pay no attention to what I was saying at all. The person I was speaking to (John) did not listen to a thing I said and kept on rattling on about how it is explained on my online bill without listening to my complaint that their staff member (A human) had lied to me.

    After him repeating the same sentence to me about 5 times without trying to understand what I was saying I left the call with no solution and still having been lied to and charged.

    Overall they are absolutely despicable, their conduct is incredibly unprofessional and dishonest. This is the worst experience I have ever had with an ISP. You are better paying for BT as they are less likely to rip you off and lie to you (Or their customer service will at least resolve your issues and accept responsibility). If you want just fiber hyperoptic looks great and there are so many options to explore which we will be doing.

    Please be aware that no matter how much you pay them their customer service and support will always be terrible.
  • Reviewer
    Location
    Luton, Beds
    Reviewing
    Virgin Media
    Date
    Ratings
    • Reliability
      1 star
    Comments
    Worst possible services in all spectrum of services provided by Virgin. Tv offers nothing special at all while it is expensive compared to others. Their broadband is the biggest lie, it doesn't work upstairs when hub is downstairs. The price goes up frequently and customer service assistants would lie. They don't value customers and their loyalty at all. Hell hath no fury if you want to cancel, didn't think twice before coming out of contract paying oddless fees. Worst service provider from my experience.
  • Reviewer
    Location
    woodgreen
    Reviewing
    Virgin Media
    Date
    Comments
    Terrible! the worst customer service that's if you get any! misleading information! expensive! inaccurate! unprofessional! terrible! no one will answer your call or reply to your complaint.. just dont bother with this comany
  • Reviewer
    Location
    Erith
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    These guys are like smoking: it's bad for you, but if you were stupid enough to start, it is difficult to get rid of it...

    So, this provider will treat you like you are second-grade, will not try their best to solve problems, and will just repeat things things you said back to you (I never understood why do people do that? I know what the problem is, I just told you about it, don't repeat it back to me and make it sound like YOU discovered it!).

    the broadband service itself is tolerable, but the customer service is absolutely disgusting! keep messing things up, wrong bills, no internal communication, took them almost a month to set things up because they took down a wrong address!!! how difficult is it to pick the right house from the dropdown list?! will leave as soon as I can unless things improve dramatically.
  • Reviewer
    Location
    Erith
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    bunch of imbeciles... we moved into a new house, and signed up to Virgin Media for phone+broadband
    They took the wrong address, then they messed up the order, so there was a lot of confusion with moving things over to the correct address, which they obviously don't have the brainpower to handle.

    Had to do sooooo many calls, repeat the same things to every single person to sort this out; still not sure everything is done correctly, will have to see the first bill, and probably contact them again.

    Oh, also, they LIE TO YOU AT EVERY TURN!!! 9 out of 10 things they told me were lies, and when I told them that because of their incompetence and lies I am losing money, they suggested that I just buy a mobile add-on and use that for internet access! So I told them that I shouldn't have to invest in anything, as I did nothing wrong, and will start looking for compensation, they told me that not being a business account holder, I am not eligible to any compensation. So, basically, they can treat you like scum and get away with it!

    Too tired now, will come back to add more later!:)
  • Reviewer
    Location
    Stanmore, Middlesex
    Reviewing
    Virgin Media
    Date
    Comments
    We were due to transfer to virgin phone, broadband and TV on 18th June 2015. Installer for internal connection kept appointment and was very helpful However installers to connect box simpler failed to keep appointment so we have no service luckily existing supplier of phone and Broadband did not discontinue service. I complained to Virgin and installers are due to come back on the Saturday meaning we have to cancel our weekend plans
    Virgin promised seamless trouble free change.
    This is anything but
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    Broadband service is 100Mb, and in the day it's fine, but the evening is more like 4Mb. Raised this with Virgin Media, they sent an engineer and they replace the hub. Now get the issue in the day as well as the night and the broadband hub is reporting errors, but Virgin does not want to look into errors from their software, instead send me a deadlock letter (so error exist, virgin refuse to check the errors), i guess its easier for them to hope i leave them..
  • Reviewer
    Location
    Raynes Park
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    There are no words to describe the ineptitude of the staff working there let alone the speed of internet and the fact that the television gives up all the time necessitating a plug switch restart several times a day. Joy of joys. An absolute joke. Avoid unless you are into agonising waits for internet/television or are just plain wierd.
  • Reviewer
    Location
    ST. helens
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Diabolical service. I contact Virgin almost every week because of my slow internet speed. This has been going on for years. They have never been able to fix it and I pay for so called fast speed broadband: I’m going to the Ombudsman about this because ii am paying for a sub standard service and they only offered me a refund of £10!
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Ok the broadband is good - From my experience I can't complain about that, But then you have a Tivo box which was slow and hardly ever worked. Customer service at Virgin is so bad words can't decribe it. It's as though they are deliberately trying to loose customers? Used to be great company to deal with but something seems to have gone seriously wrong. On top of this prices went through the roof. I was a customer for over 16 years but was treated with Disdain so cancelled and went with Sky. Wow what a deal and the Q box is amazing. Also when you call they provide amazing service - really top notch. Funny thing: When I cancelled Virgin they pestered me for weeks trying to get me back with deals that they would not offer me when I was a customer of 16 years? Laughable really
  • Reviewer
    Location
    Manchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Poor Customer service- Hangout without resolving, Long waiting time, Multiple dropouts of signals, weak security, Very expensive for old customers. I wont recommend at all.
  • Reviewer
    Location
    Bournemouth
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Absolute AWEFUL company. No respect or care for existing customers. After 6 years and £3k of bills, I am not allowed upgraded/current equipment without paying through the nose for it, meanwhile they keep putting up your bills every few months and this effectively forces you to leave or pay over the odds. Going to look into mobile 4G, tethering, wifi hotspots and streaming tv from my phone, as I suspect it will be cheaper, more reliable, and easier than dealing with idiotic companies that have no common sense. Not happy with Virgin at all, avoid at all costs.
  • Reviewer
    Location
    Ashford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    After umpteen texts and emails from virgin stating and confirming the installation date, they never turned up, wasted a days holiday waiting in. Got through to the customer service department and they stated that the installation date had been delayed due to construction problems. Why had they not bothered to tell me? Rung up BT and asked about returning, no problem, put me on a better BT package and cheaper then old BT one. Never again!
  • Reviewer
    Location
    Warrington
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Absolutely sick of Virgin
    I have been with them nearly 30 years!
    Tried to leave today quoting expense old equipment
    They were not interested
    They know they have got you.
    Will not change for modern equipment so stuck with old obsolete box
    Why can’t you you just let people leave?
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Extremely poor customer service, no connection form2
    Months no one cares, speed is a big lie
  • 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
    Nottingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Nothing but problems. Broadband disconnects randomly for long periods. Speed is slower than sloth at busy times.

    Customer service is non-existent only when we come to move house do they suddenly up their game. When they find out Virgin aren't where we are moving to, they offer this "third-party" service, who try to hard sell their package to us, and who keep calling and won't leave us alone. Lucky we only gave them the land-line number which is due for disconnection on Friday as part of our move.

    Advice here - DO NOT sign up to Virgin.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Only been with Virgin for a couple of months, terrible system, terrible service, customer service is a total waste of time.
    Dumping Virgin and going back to Sky, 30% cheaper as well.
  • Reviewer
    Location
    Edenbridge
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Virgin Media are complete rubbish! I've had problems with my mobile, especially when I am abroad. The sound on my TV doesn't work (though sound with my DVD player does, so it's not the TV). My broad band keeps shutting down almost every night now since they changed their format on the e-mail site a few weeks ago. What on earth is happening to them. I'm about to change everything and dump Virgin Media for good.
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Comments
    Absolutely terrible service. The Internet has been on and off all days for the last few months. I'm working remotely and have to work about 2 hours longer each day as my broadband connection is getting cut all the time. My managers at work are not happy. I missed a lot of important Zoom meetings. I will be ending the contract before the end date. I'm sure it states that the company is supposed to provide me with Internet which they're not doing.
  • Reviewer
    Location
    Yorkshire
    Reviewing
    Virgin Media
    Date
    Comments
    Utter rubbish. Can't watch Netflix without the picture rebooting then freezing on 25%, a common fault judging by other people's comments. Can't watch iPlayer without it freezing. Can't watch playback without picture freezing. £70 a month for dozens of rubbish channels full of adverts and can't watch Netflix/iPlayer/playback. Totally ruined my viewing of Glastonbury weekend.
    Contract getting cancelled when it's due renewal.
  • Reviewer
    Location
    Seabrook Kent
    Reviewing
    Virgin Media
    Date
    Ratings
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Been complaining for months about the
    internet service from, can't remember the last evening that we could watch a programme without in buffering. Paying £50.31p for vivid 150 optical fibre which should mean 150mbs been get 1.80 or 1.67 or 4.93 etc. But it's nothing to do with their service everytime they check it they say it's fine. NOT FIT FOR PURPOSE!!
  • Reviewer
    Location
    Cheswick green
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Absolutely disgusted.been mislead and lied from start to Finnish. Been charged for services haven't got anymore and when complained was first told to ignore the bill and would receive a new one. Found out they had charged me anyway.when rang again and was told that Thier notes say I was ok with the bill. When ask to speak to a manager was told to hold the line but they hung up. Rang back same story asked to speak to a manger told to hold the line then hung up again, don't use them.
  • Reviewer
    Location
    Leeds
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Appalling service, I am not sure what is worse the customer service or the broadband! I have been a customer for many years but not through choice! Everytime you change anything on your service the automatically renew the contact for 12 or 18 months. The broadband decides to work when it wants to work and the speed is no where near the advertised speed. As for customer services, I don't see the point the do nothing, know nothing and help with...you guessed it nothing!!!!! You'd be better burning your money on the fire
  • Reviewer
    Location
    SOUTHAMPTON
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Very few problems and the call centre if I need it are always helpful. I can't see why I'd change and risk another provider like the over-priced BT.
  • Reviewer
    Location
    Bournemouth
    Reviewing
    Virgin Media
    Date
    Comments
    The worst broadband provider I have ever had , so many problems , spending lots of hours on the phone to sort out problems which in the end they are still not sort out.
    They taking money from your account with out information you.
    If you ever have to change the broadband DONT go with virgin media. They are USELESS.
  • Reviewer
    Location
    Rothwell
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Good bradband speed with very, VEERY bad router. The point is the customer service is rubbish. Curently awaiting to speak to someone while writing this review for the secont time and waiting in a cue at the moment 51minutes. Just changed my mind and cancelling as customer service is totally crap.
  • Reviewer
    Location
    Leeds
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Virgin's representative knocked on my door more then a year ago with a fantastic offer. Full tv bundle, fibre broadband and free weekend calls for £30. I couldn't believe it. I was assured this will not change unless I decide to change package. Yesterday morning I received a bill for £74.99 instead of £30. When phoned them, I was acknowledged that my contact has expired, as well as the discount and that I should have given a 30 day disconnection notice if I wasn't happy with the service provised. At that point I decided to leave but because of the 30 day notice I will be charged another £75. Even though I should have been aware of it and read terms and conditions of a contract carefully, I still think it is a disgusting tactic to rip the customer off.

    Stuff you face with my money virgin. Hope you'll fell better after robbing a poor foreign student.
  • Reviewer
    Location
    Finchley Central, London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Broadband deal looks great on paper. 200mbps for around £35 is a great deal! If only it was 200mbps, and not 2mbps 30% of the time.
    Customer service is absolutely appaling, it takes an hour to get in touch with someone, and they have absolutely no idea what to do or how to troubleshoot this. Questions such as 'have you tried moving closer to the router?' when I am connected with a Cat6 cable (which was stated multiple times before). I ended up buying my own router and using the VM one as a modem only, which made no difference to the bandwidth reliability.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    virgin media has been shockingly bad in the past year, i didn't think it was possible to be this bad in 2018, the Internet is basic needs nowadays like electric and gas. I have been told they have utilization issues for over a year now which basically mean they signing up people without having the ability to provide the service they promising. they keep pushing back the date of the repairs every time I call,
  • Reviewer
    Location
    Harlow
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    We pay for 200 Mb internet and it's normally around 130 Mb and we pay £37.50
    In three years we only had a problem with our lane line and while the engineer was here they fitted a one modem. Great service and reliability.

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.