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
    3.1 stars
  • Customer Service
    2.9 stars
  • Speed
    3.1 stars
  • Reliability
    3.1 stars

Based on 8431 customer ratings since 2019-07-16 (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.

3457 Customer Reviews for Virgin Media

Reviewer Location Reviewing Date Ratings
have neen with Virgin for 5 years but lately the internet is always down, you cannot speak to a human being , forever getting message" We are aware that there is a problem in your Postcode and our engineers are doing everything to fix it but is is a complicated issue" this has been going on for months
DO NOT USE VIRGIN I AM CANCELLING MINE >>>>DO THEY PAY ANY TAX IN THIS COUNTRY OR IS IT ALL OFFSHORE
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Grantham Virgin Media  
I live in area 21, our Internet has been intermittently down for 6 months (yes... SIX MONTHS!). There has been an snr issue for over 6 months that virgin has failed to resolve. They have given fake estimated times of resolution which are never met, month after month we are assured that the Internet will be resolved by a given date. After that date, the Internet still drops. We receive drops outs of over 10 hours (the longest was 16 hours). The customer service is horrendous, they don't even (at minimum) call the people affected to even attempt to explain the matter. It's a whole post code that is affected yet that isn't a priority (the level of priority of P4. P1 is the highest level of priority, up to p6 I believe)

We are not given even compensation for the utter inconvenience of over half a year of intermittent Internet. They just reimburse us for the time the Internet was down. If I go to a shop and buy something, or pay for a service and that service isn't acceptable, at bare minimum you are reimbursed with what you should have gotten, plus atleast store credit, ATLEAST. Virgin, with their horrendous customer service, have said they can only pay back the money for the down time. (to put that into perspective, if you pay 30 pounds a month for Internet, if your Internet is down for 24 hours, so one whole day, regardless of you having to eat I to your minutes calling them, then they put you in a queue and bounce you around for an hour, regardless of you having to use your own Internet, run out, purchase more Internet, regardless of the inconvenience that it caused if your whole family (a family of 5 in the house, all who use Internet) having to spend extra money in this fashion, regardless of deadlines you need to meet, research you need to do, personal things you want to watch online, coursework that needs to be completed, jobs that need to be applied to, YOU GET £1 BACK!! ONE POUND. For all of your troubles, you get a pound back. It's outrageous.

You may question why we are still with virgin, it's because we have been promised time and time again that by a certain date the Internet will be fine and we will receive no issues after that. This has happened 4/5 times. It's disgusting, and virgin have not even reached a hand out in apology.

This is not the only issue. Although it is a major issue, they are also deceivers. Treacherous liars. They called us a few months back saying we needed to change our contract we had with them, threw a bunch of big fancy words at us and said our contract is ending and we need to change our to another, more expensive contract. We're not that dumb. We said we know our contract and we had no specific time frame to keep to. We had the proof to show that, and we didn't pay into a new contract. The next bill of ours went from £40 ish pounds to £50-£60!! So we called them, explained the issue, they apologised and reduced our bill to £10 less than our original bill (to £30). It's outrageous that such an issue would occur.

Moreover, their customer service are so pretentious. I work in IT, I'm a second line engineer, I know my stuff. So when I call, I will speak to the customer service as I would speak to my own colleagues (specifically and precisely, using IT terms the layman may not understand). The customer service team, almost every time I call, as I speak they cut me off, they raise their voice over mine, they don't listen to me and continue talking as if what I'm mentioning makes no difference, at times they would speak rudely once they realise I'm not budging and will say my piece.

We have changed our router roughly 4 times. Virgin insisted the issue we faced (almost 7 months ago) was due to our router. After the 2nd time, we realised that this is a bigger issue than just our router. We mentioned to virgin that there is a bigger issue, to which they replied that they cannot do anything further than changing our router and checking the cables unless others in the area call up that their Internet is also down. One of the technicians came (quite fortunately) at the time of the Internet being down. He sat there confused as to why it was down. He plugged in another router "just in case" and we waited... Still no Internet. He was confused and said he's not sure what the issue is. A few months later they said there was an SNR issue (single noise reduction issue. Which is basically a faulty wire that sends data back up to the router in the back of everything and causes the problems I mentioned). So now that they know the issue, the fix is simple yet tedious. Find the wire if they hired me, ran me through things and gave me the equipment, I'd do it myself! But they can't even find the root cause of the issue, all these months later, nothing.

If a person wants an Internet service provider, don't go to virgin. Their amazing speed that they have means nothing whatsoever if you can't make use of it

P.s... My Internet right now is down

My area reference is 21 and my account number is 666078401
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    1 star
LONDON Virgin Media  
absolutely shocking customer service, keep me hanging on the phone for over 2 hours.

they cut off my services due to a mistake they made re me moving.

i was passed through to over 10 different customer service advisers and still was unable to connect back my services.

the worse possible customer service that i have ever known
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
banstead Virgin Media  
Disgusted. Being charge for landline calls Ive never made, customer service cannot figure it so they keep transferring me. Customer Service are full of LIES!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leicester Virgin Media  
I was persuaded to upgrade my virgin package when I moved house 12 months ago on the basis that they would give me a discount for 12 months to cover the upgrade, and after 12 months I could cancel the upgrade. Now the 12 months is up and I can't cancel the upgrade. Virgin do not permit free TV which is what I had before. To cancel the upgrade I have to enter into another contract which will tie me up for another 12 months. The broadband is also nowhere near the level claimed and trying to use the virgin site is a nightmare because of all the buffering. I have just spent an hour, 14:06 to 15:07, on the phone getting nowhere (most of that hour was on hold). The call was free but I won't get my hour back. I would email virgin but I can't find an email contact address or a complaints procedure. I have been misled and I'm now met with indifference.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    4 stars
Warwickshire Virgin Media  
I was with Virgin Media for something like 20 years, and I had a pretty good, though expensive, service for most of this time. All this changed on the 17th November 2016 when my landline stopped working. After Virgin looked into the problem they said they would have to dig the road up and this would take three months. I was promised the service would be restored on 17th February, but nothing happened. I was then told it would take afurther two months. I complained to the regulator and obtained some compensation and refunds. I decided to leave Virgin and change to John Lewis Broadband, who got the new system working pretty quickly. A few days later some contractors for Virgin turned up to dig up the road! i couldn't see any point in this and persuaded them to go away. Virgin Media have been totally incompetent and completely useless since the problem appeared. It is very unlikely I will have any dealings with them again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Newcastle upon Tyne Virgin Media  
For many years I was pretty happy with Virgin Media, and the broadband is still working ok. However I have beed without a landline since 17th November. It is now 21st January and because they will hve to dig the road up, they say that they won't be able to fix it until 17th February. I have wasted countless hours on the phone trying to get some action. If they do fix it when they say they will I will have been without a landline for 3 months. Their service is abysmal if anything out of the ordinary happens. A landline is a pretty basic service to which everyone is entitled.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Newcastle upon Tyne Virgin Media  
I've been with Virgin for near enough 4+ years initially had the TV service & a line but found we didn't use those so whittled down to just the 100mb BB i'm now paying 40pound plus for an actual 32.39mb needless to say not happy.Service has been choppy last couple of months we have busy lives not got time to always chase dodgy BB service, so i'm glad that my mobile contract has unlimited data to fall back on.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Preston Virgin Media  
With all their hype and advertising I was expecting good service and internet connection. I've been with them 6 months now and the wifi is really poor and it's only a small flat. I'm not on the small package either. Had problems with the tv side a couple of times. Getting hold of their customer services is difficult (I believe they make it so on purpose) on the occasions I have persevered and managed to get through to someone they have either been of no help whatsoever or had no interest in helping to resolve my issues. I cannot recommend this company to anyone, I'm hoping they increase their prices again so I can get out of this contract before the year is up.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
North Lanarkshire Virgin Media  
Trying to resolve and issue or simply get to speak to the right person is like playing cluedo! once they eventually pick up the phone you get passed around 4 different departments until you eventually give up
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Glasgow Virgin Media  
Good if you want speed and reliability. HOWEVER BE WARNED if you want to cancel.... good luck, 2 phone calls and on the last call I had to ask 5 TIMES to cancel if they couldn't meet what another provider was offering but the sales agent continued to try and sell me what I didn't need!! I had to be rude and abrupt with him to make him listen and when he finally got the hint he was rude and abrupt back, rediculous he reacted like a jilted lover!! he then rushed he explained the terms of billing and cut offs so fast I could take anything in or write it down. just terrible. now a credit for services they have charged me for which I shouldn't have been charged for are being sent by cheque..... in 45 days!!
online help is useless don't use if you need any support at all!!!
terrible and I would never go back, I would rather pay more and go for sky!!! or even better now tv!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    4 stars
Gatwick Virgin Media  
I was with Plusnet for many years, all was fine until last 2 years, connection began to drop and wifi connected devices kept being disconnected without warning and costantlty. After countless calls to Plusnet I had to leave them as soon as my contract finished and decided not to use them ever again.
I thought I just gamble with Virgin Media Fibre and not use any of the BT cable supplier and what a decision!, I am on 50mb option (fibre only) and always get at least 53mb speed on wifi. Everything works as a dream so far (2months later) and the customer service is brilliant so far, I only had to contact them once after there was an error on the bill and It was fixed straight away.
I am very happy with VM so far, installation went smooth and I was connected in no time.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Chesterfield Virgin Media  
SHOCKING!! Avoid virgin at all costs had it a month and we have logged probably 5 hours of slow broadband time which has caused a nightmare for working at home and cost us both money and clients.Keep thinking I'm being punkd and Ashton kitchen is going knock on my front door.
I can't even give 1 star on any platform,in fact I think it's criminal.AVOID virgin people 100%
Cancelled already and awaiting BT infinity to be installed this week
Cardiff Virgin Media  
I've been with these guys for about 5 years. Moved to BT for 18 months, which was one of the worst moves I have made... At the end of the contract, I went straight back to Virgin Media.

Very good speeds and reliable connections where I live. Recently speed was doubled for free - so pretty nice to have something like that for nothing.

In the 5 years, it's only failed once that I can remember and that was an old terminal box at the wall that had developed a fault - engineer came out the next day and replaced it.

The only downside is that if you want to get in contact or speak to someone it's hard to find the right section - but that's minor as it happens infrequently.

In general, the best broadband provider I have used!
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Middlesbrough Virgin Media  
Charging me for many reasons
the speed was at first but from April still present ( November ) they have problem in my area even at night unable to open Facebook page. Be care full they have charge for every small details. I am not recommend to make contract
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Nottingham Virgin Media  
Big mistake when contracted with VM, I suffer headaches with them from April 2016 to May 2017, even I asked to cancel the contract, suspend the service but they continue provide me with very low speed broadband. Not recommended, they sell 10MB/sec for the price Fiber 50MB/sec.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Nottingham Virgin Media  
I have contract with virgin media 50MB/sec and receive only 10.04MB/sec !! Virgin media charges me £ 103 while I am receiving around 10MB/ sec this is 10% unfair !!! This is one year they are saying " we have problem in your area and we will fix it asap" Here I tell all don't trust virgin media you will cause sever headache with them, DON'T waste your time and your money !!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Nottingham Virgin Media  
they started off good but then they seemed to completely forget that I was a loyal customer. They never informed me of deals they had going which would help me as a customer. They put prices up at a quick rate and only tried to help when I said I was leaving them.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Bristol Virgin Media  
I was happy with Virgin broadband for many years then we moved house.
Currently trying to get Virgin broadband installed at my new address. The nearest manhole is some 30m away therefore some minor excavation, ducting and cabling work required.
After visits from Virgins surveyor, installation engineer and cable routing team plus a number of telephone calls nothing much has been achieved.
Work wise it seems a very simple task ie dig a narrow trench, lay duct, run cable and then install modem. Regrettably it seems Virgins different departments, contractors etc don’t talk to each other so they can’t arrange to carry out the work in the correct order.
The call centre staff are polite but some have a poor command of English plus they don’t appear to understand what work is required.
Fortunately I currently have a very slow Openreach connection so I am not quite isolated. I am beginning to have doubts about Virgin and may yet reconsider my options.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Fife Virgin Media  
internet is crap got the fastest internet and always coming off and on all day to virgin its updating [but every effing day rubbish don't recommend and then the price non stop going up good luck if you thinking of virgin]
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
harlow Virgin Media  
Very fast broadband can load 1080p youtube videos in less than a second without buffering however, some days the internet stops working and I have to restart but it is not happening as much as it use to. The customer service is awful. If you tell there is a problem with the internet, they will say restart your router and wait 30 seconds. Sometimes you get people who have no clue what they are talking about after waiting hours on hold! Bad customer service and great broadband
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    3 stars
England Virgin Media  
Unbelievably fast broadband on desktop and laptop (getting over 40mb on both. Kids love the Xbox360 and always host as they always have fastest connection. Good customer service as well.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
Edinburgh Virgin Media  
Never could I have imagined a service this bad in all my wildest dreams...

I could write a book of my experience with Virgin Media. I purchased the best service they could provide and had 1 month of 1mbs..........
Unbelievvable.

I had called them on a daily basis, and when that month was up, they offered me £10 cashback from my bill, which even that they forgot to subtract.

You call for help, you deal with people in India.

You explain your problem every single day from the start again, because they change people in every single phone call. They cut you off if you get emotional about it...

There is no win with Virgin Media, and they are officially the worst, most corrupted provider in UK.

Stay away from them at all costs!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Southampton Virgin Media  
Enquired re slow optical speed. Received a very lenghty email asking me to do various tests including entering DOS. Unbelievable !!! Sent a Email back expressing my disbelief but unsurprisingly I have not received a reply.
  • Customer Service
    1 star
  • Reliability
    3 stars
Washington Virgin Media  
No wifi in Travelodge, 5 days to respond, then "customer service" send me a cut-and-paste email telling me to contact "customer service" to get a reference number first so that they can deal with my enquiry (yes you read that right).

Blithering *********, I would give them zero stars if I could.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Chessington Tolworth Travelodge Virgin Media  
Great product, but, the most despicable, unethical and greedy company to inhabit this world
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Shropshire Virgin Media  
Called for disconnection of broadband on 18th May having switched to a different provider.

Virgin Media sent me a bill for what I thought was the final bill, until another bill for the same amount came through in October. This was when I knew something was wrong, so I called Virgin Media only to find out 1) they have not disconnected my broadband, 2) they have no recollection of the 18th May, and 3) asking me for payment still!

I raised a complaint asking why this was the case but all I get is their staff chasing me for payment! I’ve called numerous times to follow up with my complaint I raised online but they weren’t interested in listening to me, nor have the knowledge, nor put me through to the correct people as they allegedly they were the right people and there’s nobody else that could help. They asked for money during every phone call and offered what they called a £10 “discount” if I paid on the spot and even better, I still am blamed throughout the call for not calling to disconnect! They’ve stolen well over £200 from me for overpayments for 4 months!

Now I’ve also become a victim, I would advise everyone to avoid Virgin Media like the plague; worst customer service ever, zero courtesy, reflects in their reviews all over the internet!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
The worst of the worst,keeps going off for 60 minutes time then suddenly i gets on...for 5 minutes then i goes on and off for another 40 minutes
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Woodley Virgin Media  
I was recently upgraded to TiVO box not my choosing but any how. When O got the box had to call in to activate it. Did that once but the service didnt activate and I kept getting message Smartcard Invalid.

When I called again and after half hour waiting the guy tells me there is nothing to do but send the engineer. The engineer only works limited hours during the week so now I have to take time off work to stay at home for engineer to come. In the meantime no TV for 5 days. Thanks alot Virgin Media....
  • Satisfaction
    1 star
  • Customer Service
    1 star
london Virgin Media  
Worst customer service and broadband. I would never sign u with them again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hanwell Virgin Media  
I'm paying for the most expensive internet connection in UK and have :

1.miserable ping/latency , slow response time of around 80ms .
2.average speed of 50Mbs* .

*they (i.e. Virgin) say it's "up to" 300
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    1 star
wembley Virgin Media  
At around 50 pounds internet speed is slow (especcialy weeekends) and , at times , if more than 3 devices (ex. laptop ,phone , tablet etc) virgin router will disconnect one of the devices.
Overall verry frustating...this doupoly regulated by the state is useless.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
london north wembley Virgin Media  
I am paying £42/month for their fibre optic broadband service. Speed is low and signal is coming+going all the time. I am right next to my router now yet the WiFi signal goes off a lot. Speed is slow as well,despite of having their upgraded service. Certainly not worth paying for,just changed supplier.
  • Satisfaction
    2 stars
  • Customer Service
    5 stars
  • Speed
    2 stars
  • Reliability
    2 stars
London Virgin Media  
If I could give 0 stars I would. A disgusting company who rip you off, lie to you and hang up on you, once you've spoke to the robot and been on held for 30 minutes that is. I wouldn't bother it took me ages to cancel and still don't believe them that they have cancelled it. They love taking the money off you but don't want to speak to You! Rubbish
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
BIRMINGHAM Virgin Media  
The worst service I ever experience in UK, I immediately canceled their services and went back to BT and SKY.
simply they can not deliver and they do not take care of their client, just promises without any achievement.
I don't recommend them at all.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Roehampton Lane, Putney Virgin Media  
I would not recommend this company, CUSTOMER SERVICE BIG ZERO, MY BILL SHOULD BE £22.97 - PROMOTION HAHA MY BILL IS £31 - WHY ??? BECAUSE THIS COMPANY ARE THIEVES
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
edinburgh Virgin Media  
- TiVo is slow and menu structure is poor
- Broadband is extremely unreliable
- Speed is far from what is advertised 50% if you are lucky and it is working
- I suspect the router is plain poor and the root of many of my problems..
- customer service is as you’d expect however can’t do much beyond placate
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Newbury Virgin Media  
Terrible company with a terrible service. The broadband was not as fast or as reliable as BT. Their TV service was appalling; their Tivo box was painfully slow to use, especially catch up and on demand services. They took many minutes to load.

Due to a house move I cancelled my service believing that my original contract was for a period of 12 months. It was actually for 18 months, however, simply because I had upgraded and added a new TV service I had unknowingly entered into a new 12 month contract and still had 5 months left to go. Having accepted that I was in a contract, I asked to pay for the £206 cancellation charges over the rest of the term of my original contract. This was refused and they have stated that unless it is paid in full, I will be sent debt collection letters and will have my credit rating affected. They simply refuse to come to any arrangement with me regarding the payment demanding the lump sum in full. I have spoken to them 5 times and also sent a letter of complaint (at the time of writing this review that was 12 days ago and still not had the acknowledgement despite their own complaints procedure stating they would acknowledge within 48 hours).

I always thought Virgin, and Richard Branson were a great company and businessman respectively. This is clearly not the case. They are immovable and unhelpful. I was even told "as you are no longer a customer we will not help you".

I am truly angered and frustrated by the lack of assistance or inability to reach agreement.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Terrible broadband speed. Terrible TV service - very slow box and guide. Terrible customer service. Cancellation fees apply and they refuse to reach any agreement with you to pay monthly and now threaten to put in the hands of debt collectors. Won't help at all because "I am no longer a customer". Steer clear of this company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Surrey Virgin Media  
TEST RESULTS:
23.32 Mb Download speed
5.77Mb upload
20 ms ping time

Recommended switching to Virgin @ 'up to' 300Mb - That is who this rubbish service is being supplied by
  • Satisfaction
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Bristol Virgin Media  

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