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
    yorkshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Left the company exercising the right to leave during contract due to price February 2013 rises.
    Customer service is the worst I have ever en counted from any service provider ever.36000 and rising customers cannot be wrong.
  • Reviewer
    Location
    Newcastle
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shocking. Staff incompetent or dishonest. Superhub does not allow download of software updates - multiple platforms.

    Lose service on average for a day a week. I have to have a dongle plugged into PC and freeview box by TV to ensure I have some service.

    The WORST company I deal with by far
  • Reviewer
    Location
    Axminster
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      4 stars
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    I've been with Virgin Media for years. Unfortunately, I live in rural Devon. Broadband speed APPALLING particularly at weekends and evenings. For the past 3 days (December 2, 3, 4 2012) it's been about 0.5MB YES!!! 0.5MB!!!
  • Reviewer
    Location
    Staffordshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    By far the worst broadband service I have ever used... when its works that is. It's nothing but constant lag (gaming), constant buffering, Hub is ALWAYS dropping out and is off for up to periods of an hour long. The worst part is I have been repeatedly lied to by the customer service staff. This is by far the worst choice of broadband provider I have ever made and I wouldn't recommend this joke of a company to anyone!
  • Reviewer
    Location
    macclesfield
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Ok sometimes its slow but overall Im pleased with my broadband speed. Im signed into the old 10mb service and usually got 9mb. Recently Doubled to 20mb...never got that ofcourse but usually get 12mb - 17mb depending on time of day etc. Re customer service...well we all know Virgin is a nightmare but thankfully only ever had to contact them re tv service...which is rubbish compared to sky so dropped Virgin tv. I feel for those who are tied into 18 month contacts however and are not getting what they payed for. Refusing to pay means they will put you in arrears and that will stuff your credit rating.....I believe they are ruthless when it comes to this.
  • Reviewer
    Location
    Cambridgeshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Have not had any broadband for a week now. They said it was being repaired and would be ready the next day. Spent 12 minutes getting through to offshore, only to be cut off. They say they want our calls to be fast and efficient but they are neither.

    The setting up sysyem was supposed to take 1 telephone call. I had to use 7 and threaten to can cel my account and finally got a native English to help me.
    If my system is not working tomorrow, I shall cancel my account. There must be some consumer rights and service provider responsibility.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The Virgin Media 100 meg service is simply just rubbish. I upgraded from a 50 meg service that was rock solid to a really bad 100 meg service that rarely goes beyond 50 meg. The technical support personnel can hardly speak or understand english and we are simply getting ripped-off. I will shortly be moving away from Virgin Media to BT infinity and suggest that everyone on this rip-off service do the same. I wonder if Richard Branson knows what's going on and how much damage this service is doing to his brand. Where's the zero star selection?
  • Reviewer
    Location
    Aylesbury
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Hi There,

    I had Virgin super-fast broadband installed last September. The ensuing months were a litanty of stress for me:
    *Intermittant service, I twice received refunds for lousy connections and intermiitant service
    *No fixed IP- my own website could not be accessed via the Virgin service
    *Virgin support told me that my inability to view my own site was because of bad html coding!
    *Sometimes days without any connection- apprently a problem at the exchange.
    *Customer service no help- tried to blame me
    *Upon cancelling the account I never received a final bill. The first I heard of this was from a debt collection agency (BPO) threatening legal action.
    *Since terminating my virgin account I receive weekly junk mail from them boasting about their wonderful service- a waste of paper since I now know better.

    Since I changed provider- the new service is fast, reliable and I've had no trouble. Interestly when a virgin employee came to collect their router he told me that many had similar expereinces and they he himself changed to BT!

    All in all a lousy service- I've lost all respect for Stephen Fry for appearing on their adverts- obviously money will make him say anything. My advice to potential customers- stay away from Virgin! The worst cusomter experience I had ever had.
    Sincerely
  • Reviewer
    Location
    Wirral
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      4 stars
    Comments
    Very slow speeds. Terrible customer service. Standard responses to emails. Zero customer care and wish to serve - despite their staff's 'stock responses'.
  • Reviewer
    Location
    gloucester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I pay for 'up to 60mb broadband, it has never dropped
    (on test) below 59.74mb and as high as 63.2! 5 stars for this service.
  • Reviewer
    Location
    Blackpool
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    Having recently switched to the 60mb Broadband deal, I am more than disappointed that I not not been able to achieve anywhere near this speed. I have completed several test over the past few days at different times of day with wildly varying results, however non of these come anywhere near the 60mb max. offered by my supplier.
  • Reviewer
    Location
    Wlatham cross
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I am supposed to have 10 meg broadband. Every time I try to download a film from iTunes - the line is throttled. Right now Monday lunch time my broadband speed is 1.25 meg. However, this problem only happens with films from iTunes. Is it that Virgin don't like competition?
  • Reviewer
    Location
    sheffield
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    when they say virgin media is best provider then they are lying to you. first few months you will be smiling while serfing the web or playing games online. after 2 or 3 months later you wil forget when you last smiled. when you call them and complain , speed go back to normal as promised, after few min later it goes back to crap again.
    if you thinking to join , go and ask people in your street first about virginmedia, ask only those who play online games they wil tel you better.
    lost conection, crapy speed, reset conection every min, speed jumps to high low every single min, only 1 or 2 hour of good speed in early morning.
  • Reviewer
    Location
    Perth, Scotland
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    Comments
    This is really a very poor service wouldn't buy it again, phoned to complain eventually goet through to someone and she promised quicker braodband service if we renewed our contract. Load of TOSH should have known!! Now have to keep it for another year.
  • Reviewer
    Location
    slough
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    was working fine to begin with then the problems started with my speed dropping dramatically phoned them and talked with there tech support and was told there was packet loss and they are going to be fixing the issue by the 15th of nov and helped me get £20 of my next bill but it has now just got worse and worse phoned them again and again and there customer service is now telling me different things than there tech guy so if not fixed then will be going to a different provider as the speedy gonzalez is not true!!
  • Reviewer
    Location
    MANCHESTER,CHORLTON M21 7RW
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I had been with NTL/VIRGIN for going on 12 years,but left last month as the cost was to much and there overseas helpline is the worst you could have.
    I signed up with Plus-Net and got the first 6 months free and there customer service helpline is the best you will ever see and it's based in the good old UK.
  • Reviewer
    Location
    preston
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Overall a great experience, I got burned by them a few years back and sweared never again but i'm now back as I want higher speeds and that's what I got, i've even had 100.02Mbpps on a few of the tests!

    Some people here keep writting that they can't download a file at 10meg or 20meg and that it's nowhere near.. You don't understand how it works! it's not megabytes per second, it's megabits per second.. Take for example a 10meg connection.. The most you will be able to download at is around 1.2Mbps. Don't confuse your megabytes with your megabits people!
  • Reviewer
    Location
    Peterborough
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I has changed from 10mb to 30mb package, but speed is maximum 1kb to 4 mb. Very Poooooooooor!!!Very dissapointed ----- :( in my phone gprs is faster than Virgin broadband....
  • Reviewer
    Location
    Coventry
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    My experience has been second to none. I get my full 50Mb any time of day and night and have never had an outage in 24 months on this package. My upload is always 4.7Mb+. My connection has no packet loss and 0 jitter most of the time.
    Customer service, even off-shore has generally been good for me.
    Isn't it a pity that the speedtest at broadband.co.uk doesn't support Virgin speeds of 50Mb and 100Mb. Their customer service say the speed test doesn't support cable platforms. That makes this site biased in favour of ADSL and copper.
  • Reviewer
    Location
    Devon
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    DO NOT be tempted to switch to Virgin - or if you already have, tough luck. This is the WORST ISP I've ever used, the WORST customer service on the planet, and the most UNRELIABLE internet service possible - constant breaks in service, slow speeds, and their customer zone webs iste has been unavailable for approx. 99% of the time I've been with them. VIRGIN MEDIA IS A JOKE.
  • Reviewer
    Location
    Northampton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Moving into a house at uni last september I decided to look for a deal I could afford, and came across this Virgin Media student deal at £20 per month for 9 months which I thought was perfect as I didn't really want a 12 month contract, plus shared between my housemates I'd only end up paying £45 for the whole 9 months. On top of this, the installation and router were free, so brilliant, saving myself around £80 (I even have a printout that states installation and router were free).

    So after a couple of months I receive an e-mail saying that I need to pay £100, and when I look into it they are asking me to pay for the installation and router.
    I say to them that the reason I went with you on this offer was because it was so reasonable being £20 p/m and free installation etc, but when they looked into it they had "no history of this deal".
    They have still not given me back this money and are denying that this was ever in the offer, even though I have evidence that that was what I was paying for! >:(
  • Reviewer
    Location
    Midlands
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Got a 9 month contract, because I only wanted internet for 9 months.

    With 3 weeks left on contract, I phoned Virgin up, just as a courtesy to make sure there were no loose ends.

    Bam, despite me having a 9 MONTH contract, they automatically just assume that you want to carry on with them after the contract expires, and will make you pay for it.

    They unilaterally roll over your contract without asking, unbelievable.

    Thank god I phoned them, otherwise they would have been nicking my money for more than one extra month. Crooks at Virgin nicked my £20, they'll nick yours too!
  • Reviewer
    Location
    chelmsford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    often very slow and unreliable sorted after lenthy phone calls dispite claims no fault found but only last a few days when signed up promised no limit on downloads yet throttled back regularly due to fair use policy (so the 100mb users can have more speed) be warned
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    The broadband speed is ok and it works fine. But the customer service is awful. If you have any problem with the service they are going to take weeks to solve it. The people of the call centre they cannot help you because they do not understand anything about the service. In conclusion, do not contract virgin if you want to be well treat.
  • Reviewer
    Location
    south yorkshire
    Reviewing
    Virgin Media
    Date
    Comments
    signed up with virgin media 25/03/11 paid them £49.95 for v+HDbox,7 weeks later still no installation. they gave me a installation day of 09.04.11 and then cancelled very late the night before, saying that i needed a drop down cable to my property, and to do this they needed to lift a service pit in the road, and would have to get permission from the local council to do this!ever since then, when ive contacted their customer service desk to enquire about this, they have just passed me about from pillar to post, kept me on hold for ages, and in two situtions just cut me off, after i'd spent ages getting through to them in the first place! VERY rude i thought!im now at the point where they are going to have to sort this out very quick and offer me some sort of compensation to keep my custom! :(
  • Reviewer
    Location
    Coventry
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Switched from 10Mb to 50Mb.
    Service is never even near 50. Pingtest.net results D or F line quality. Customer services unable to give correct fix date.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Virgin Media are the worst ISP I have been with, the cable line is unreliable, unstable speed and if you watch iplayer etc expect them to cut your line speed by 75%, this is how they get to sell their "unlimited" broadband, by fooling you, read ALL the small print. They say they hardly limit your speed but I found out first hand that it is not true, even people i know that are not heavy users get their speed cut. Also they like to add bits of money to your bill, so look at your bill carefully if you go with them.
  • Reviewer
    Location
    Edenbridge
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible Broadband package...slow, expensive and always a problem !
    Not happy and thinking of going elsewhere
  • Reviewer
    Location
    Cardiff
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    I have had constant problems with my broadband connection and also my tv digital "on demand" service. One or the other services will crash at least once a day. Customer service just blame my poor broadband on my computer (the memory is quite low at only 256mb)ignoring the fact that their digital is also poor.
  • Reviewer
    Location
    South Yokshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Virgin Media are so reliable and have free customer service to call direct from your house phone. Always sort out your queries when you call. Very professional and polite.
  • Reviewer
    Location
    Cambridge
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    I have been with Virgin Media for some years. I have found the internet reliable enough, however the engineers can be a little hit and miss when you have a problem. Recently I had a complete phone outage the dug up the whole line to my house only to discover it was a faulty connection in the cabinet. Internet connection is as advertised, Virgin Phone is expensive if you have the M package (at least a 10p connection charge) but I use Vonage so no problems there. TV is also ok but the box is buggy around midnight (I assume they are doing upgrades.) While this may sound like a poor Review my grandmother has Talk Talk, my parents Sky and my Aunt BT and it seems no matter what company they are all as bad as each other. So for me it is better to stick to the devil you know.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Do have a gripe with them. Just the bit concerning unlimited downloads like advertised. Fair use policy is the only answer from them. In My book unlimited means unlimited whatever the small print says. Anything else is, well just limited. A con i call it. Will strangle your download speed all day to if you go over the limit. What is their limit? As virgin will tell you...Black is White... White is Black... Black is White...White is Black
  • Reviewer
    Location
    Wallsend
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    promised connection 3rd Nov 2010 not connected then promised 23 Nov 2010 not connected promised 5th December 2010 Company apologised promised compensation not received eventually connected 5th December 1 month late. First 10 days download speeds were lower than upload speeds.Download speeds are still below promised. Only .4km from exchange at this point so disgusted changed to BT promised connection date 23rd December still not connected do I go on.
  • Reviewer
    Location
    Worcester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    After Virgin gave me all their waffle about being the fastest broadband. decided to switch to them at that time was getting 1.5meg speed from Talktalk this was free broadband service. Now pay over £14 a month to virgin to get a speed of just .75 meg dont get coaugth out by Virgin who tie you into a contract and dot deliver the speeds they said they would.
  • Reviewer
    Location
    Midlands [England]
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Very unimpressed of late c/s always was bad, got a bit better with Cable Midlands but then went terrible again with Telewest, they actually improved for a bit but then the dreaded Virgin! got involved, my god what a lash-up....just given up on them after nearly thirty years with cable & know loads of people who have done/are about to do same so a few more honest reviews please?
  • Reviewer
    Location
    Coventry
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I am completely satisfied with VMs service especially now we have 5Mb upload just around the corner. Customer service has always been good. There have never been any outages and speeds are virtually always at or slightly above 50Mb.

    Can't wait for 100Mb/10Mb
  • Reviewer
    Location
    london
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Got the 50mb broadband, its fantastic when it works, I moved from bethere broadband which gave me 15mb which never dropped even in peak times, I got a bit greedy and went for the 50mb with virgin, most unreliable broadband ever I sometimes sit with less than 10mb speeds very annoying when you paying a premium for it. Virgin is advertising 100mb broadband coming soon, why don't they get their current packages to work properly before they launch probably another false unreliable broadband speed.
  • Reviewer
    Location
    Coventry
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I have been completely satisfied with my package and supplier. I have consistently achieved the full 50Mb/1.5Mb down/up speed I am supposed to. There have never been any outages. The supplied wireless 'n' router has provided high broadband speeds throughout my home network. VM should consider a router with gigabit ethernet capabilities now. Also I am looking forward to their 10:1 download/upload ratio. About time too.

    Customer services have always come up with answers to technical queries, although sometimes I have had to wait a long time for a response.

    The TV service is really good, keeping up to date with new technology and with good deals with Sky.

    NB I am currently on VMs 200Mb download trial in Coventry. Your speed tester cannot cope with that speed. Time for you to upgrade especially with 100Mb rolling out any time now.
  • Reviewer
    Location
    stoke-on-trent
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Virgin offer a great service and the bundle package for £19.00 is great then they stick £11.99 line rental on it and that is what spoils it if someone is having phone tv and broadband the least you can do is knock the £11.99 line rental off i now have a tv which we only watch gold on a land line i dare not use except at weekends when calls are free and a broadband connection that is great the first company to offer all this or just broadband without line rental will corner the market on telephone landlines and internet users i am more than happy with my broadband but if it says broadband for £5.00 then it should be for £5.00 with no hidden costs if there is line rental to pay then this should be made clear so you cannot get broadband for £5.00 but for £16.99 and there should be no rise after 3 months if you want to get customers then be clear on prices and what you are selling it is price that has driven me away from virgin and by this date 09/10/2010 i have only been with virgin for 2 weeks if there is no change it will end.
  • Reviewer
    Location
    Swindon
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I used their service with an XL broadband, recently got an email from Virgin Media Sales to the account holders email address stating I could upgrade to XXL Broadband for only an additional £8 per month, phoned the number listed and after numerous people they told me I would have to pay an extra £18 per month for the offer even though there is nothing in the t's & c's which support this additional tenner!

    Customer Services has one person who helped, though the rest were just interested in transferring me to other departments stating they couldn't help but perhaps x could!

    Currently in the complaints process, sending a copy to Ofcom as I believe this breaks with advertising regulations.

    Wish everyone else the best of luck...

    P.s. 20mb line regular testing achieves 18mb+

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.