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
    3 stars
  • Speed
    3.2 stars
  • Reliability
    3.1 stars

Based on 7951 customer ratings since 2019-04-03 (Show all time ratings)

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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.

3349 Customer Reviews for Virgin Media

Reviewer Location Reviewing Date Ratings
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  
When it works, it's really slow and it only works about 2% of the time. Complete waste of money.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
Harrow Virgin Media  
Paying for high speeds , only achieving 17mbps internet been erratic or non igsistant for several weeks . Will be looking for new supplier
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Telford Virgin Media  
When broadband works, it is OK. But the reliability is truly appalling. For the last 4 months, it has been going down several times per week, often for many hours at a time, resulting in the need to use my cellphone as a hotspot for work connectivity, with predictable results in speed and phone charges. (I am writing this on an iPad connected through my phone because broadband is offline). On many occasions m wife has lost work that she was processing online when the service disconnected.

This broadband service is as if we lived in the Outer Hebrides, not Inner London!

The contract is up for renewal in January. It will not be renewed!
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    1 star
London Virgin Media  
Just adding my review to the growing and shameful list of poor reviews.

I've been with Virgin for 4+ years, but steadily the speed has been decreasing. My "60Mb/s" service in reality is 3-4Mb/s in the evenings or weekends i.e. when you need it.

I've had months of phone calls and the response has been the same - it will be fixed "next month".

I'm tired of it - the issue being stuck between a rock and a hard place - Virgin 'super fast fibre' or BT copper ADSL.

What is disheartening is seeing Virgins false advertising about it's reliability or speeds when it is clearly no better that it's competitors.

It seems obvious that rather than limit the number of users signing up to Virgin in order to maintain quality of service, Virgin would rather stack them high, have churn and milk their customers for as long as possible.

What is appalling is that the only communication from Virgin is a recent letter advising our charges will be increasing.

Such a shame Virgin.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
SW18 Virgin Media  
Historically Virgin broadband WAS good. Now it is terrible, or at least it is in my area. The broadband comes and goes, the speed is up and down constantly. I had the engineer out and all he did was change the box which made no difference. The staff just keep denying there is a problem each time I call. I am disabled and work from home so need a reliable internet connection but sadly there aren't many providers in my area so I am stuck with these who seem to be the best of a bad bunch based on the reviews of Plusnet, Sky and BT which are my only other options :-(
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Chesterfield Virgin Media  
Finally had enough and am leaving (early). See date 2017-03-14. Just had an email confirming my bill which is for the period 2 days AFTER my contract finishes. Phoned to query this and was told they would take my payment and then refund me at a later date - but they're charging me for something that is no longer provided. Isn't that a form of theft? (my opinion) I was also told the early termination fee hadn't been cancelled, although I was promised it would be due to the poor service received. Yet another promise given by Customer Services to not materialize! I've been told a series of untruths by Virgin Customer Service staff over the course of my contract. Can't believe they are still lying right through to the end. Incredible! If only I score a minus for Customer Service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Greater Manchester Virgin Media  
We were talked into moving to Virgin. From that point on, our lives were ruined. Not only was the service itself slow and unreliable, getting through to their call centre was just impossible. Then we moved house. Since we were still under contract with them, we checked that they could service our new house. They could, and a phone call to them confirmed this. Well, three months later when I was arranging for them to do the installation (basically just flipping a few switches) it turns out that they could not service us. They cancelled our contract - fair enough, I thought - and then hit us with a £250 disconnection change. We were livid. We tried many times to call them to discuss this as we though it unfair but it was just impossible to speak to them. Then, without warning and only a couple of weeks after the initial disconnection bill, they sent in the debt collection companies. We paid it there and then but under duress. Our previously-perfect credit record is now obliterated and since we needed to upgrade our car urgently, we were refused the loan. I lost my job as I could not get to work (I work quite far away with no real public transport between home and work). I tweeted Branson but he deleted it. Disgusting way to treat people. Just disgusting. We are moving now towards legal action against VM.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Crieff Virgin Media  
Cancelled Virgin Media yesterday to go to another provider. Today my internet connection is lost. Is this a co-incedance? I think not. Paid them for another month, so should be providing service. Loads of issues in past, e.g. replacement router that was inferior. Stay well away from them. They are not as good as all their advertising blurb promise.
Carnoustie Virgin Media  
SATISFACTION 3/5 because it was fine at first.
CUSTOMER SERVICE 1/5 because they sometimes help and sometimes don't. They have endless phone menus then long waits with LOUD music. They also make promises that don't materialize, then say that shouldn't have been given and is not at all possible - What!?
BROADBAND SPEED is good, when it works 4/5.
RELIABILITY - No! For 6 months the speed has been variable and then suddenly dropping off and back on again. I've had various engineers call, 3 new modems (one of which wouldn't even start up) and it's almost impossible to sign in/out of emails and my on-line account. Every time I receive a bill notification by email it's followed by phishing emails about insecure banking. If I new better I'd guess that my whole account has been compromised - internally (only my guess of course).
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Greater Manchester Virgin Media  
Started off on what was originally a good deal. They gradually gave me a free upgrade which after a period you eventually end up paying the full monthly charge for the free upgrade (very sneaky tactics). I find customer service is very poor and they adopt tactics to try and make it as difficult as possible to cancel without having to pay for calling them. Even with my “free” upgrade the broadband isn’t the best as I have called them several times with speed issues as they do not tend to reflect the advertised speed... shocking really.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    2 stars
Ellesmere Port Virgin Media  
Don't use a VOIP with Virgin

Don't upload with Virgin

Don't game with Virgin,

Don't bother contacting customer service with virgin

Don't use their woeful forum for "advice"

And never bother asking for an engineer to fix something they've messed up.

Stay away from them as an ISP. Utterly horrid service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
East London Virgin Media  
Have been with Virgin for over a year now and looking forward to the end of our contract period so that we can change providers. The broadband speed is nowhere near that promised and is so intermittent that I am having to constantly reset my wireless router. I only realised there was a problem when my data usage on my phone exceeded my monthly limit! TiVo is rubbish, very slow and tends to record what it thinks you want rather than what you select. Despite setting parental preferences, (we are two adults, no children at home), we still have to put in our access code for GBBO! Customer services are only interested in selling you more of the same; other than that useless. Avoid Virgin at all costs, its a con.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Plymouth Virgin Media  
The worst customer support you are ever likely to experience
Leicester Virgin Media  
After 20 odd years of superb service from NTL/ Virgin media I am moving to a new house in an area that Virgin do not cover (Helensburgh) .... I am writting this just to thank the people at Virgin media for a terrific service over the years ...Yes there was the odd hic up but always resolved within a few hours
Thank you the team at Virgin ..I will miss you
Brian
  • Satisfaction
    5 stars
Glasgow Virgin Media  
After 20 odd years of superb service from NTL/ Virgin media I am moving to a new house in an area that Virgin do not cover (Helensburgh) .... I am writting this just to thank the people at Virgin media for a terrific service over the years ...Yes there was the odd hic up but always resolved within a few hours
Thank you the team at Virgin ..I will miss you
Brian
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Glasgow Virgin Media  
Shocking phoned up about a refund that I'm still waiting for its only £35 you would think it's 35000 only the lad I spoke to put the phone down on me because he was going home ...and second person was just as bad ...I was told a week ago I would receive my refund by the 14 the of March ohh it's the 14 the and nothing ...now he tells me it's 45 days I know if I owed this company 35 pound they wouldn't wait 45 days no chance I've got power of eterny over my mother who's account it is she has dementia and all she wants is her money ...I will never go with virgin after this it's cost me more to ring them then you get a different story everything or they put phone down on you terrible
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
South Shields Virgin Media  
virgin messed up install, left us with no landline or internet for 10 days, customer services a joke,avoid this provider.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Cambridge Virgin Media  
poor service,spent many hours trying to resolve phone or line fault. Informed them no access to site, to investigate problem. Over a week now,will leave as soon as decided which company better.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
BUSHEY Virgin Media  

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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.

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