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 8284 customer ratings since 2019-07-05 (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.

3442 Customer Reviews for Virgin Media

Reviewer Location Reviewing Date Ratings
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  
I've had the 60 Mb service for just over a week. The system now seems unstable and is forever dropping. When it is connected, it's very fast, but it's so unreliable. My previous up to 30 Mb was not overly fast but it WAS reliable. I don't know how their service is, I'm about to find out.
  • Satisfaction
    2 stars
  • Speed
    4 stars
  • Reliability
    1 star
Doncaster Virgin Media  
Beyond the worst company I have had to deal with. Incompetent people can be masked by a service that works but Virgin is rubbish at everything. Do. Not. Sign. Up.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
London Virgin Media  
Abysmal. Supposed to be getting 200mb/s down and when you do a speed test it can hit 150-170 but try just using the web and it's like 1997 dial up speeds. It's a stitch up on par with VW - rig the tests so you look good and screw everyone the rest of the time. AVOID AT ALL COSTS. I'll be counting down the days now until my 18 months is up and I can go back to Plus Net - they know how to treat their customers.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Brighton Virgin Media  
Dire service just spent 40 minutes waiting for a reply. I know I need a new remote - changed batteries and still no light showing - can't there just be a simple checkbox on line for things that really don't need a phone call? Missed to programme tonight because other half has meeting in main room and can't use second box.
And charges astronomic after 'bait' prices end - far more than we were told they'd be. Def time to look at alternatives.
Leicester Virgin Media  
Sir sh. It Branson increased prices in two years, all his money should be used to saving the planet of plastics.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Nottingham Virgin Media  
Virginmedia broadband is poor in the evening.
I'm lucky if I get 2.0 Mbps which means the the video you're watching constantly replays or doesn't play at all.
Virginmedia doesn't tell you the truth. They must reduce their broadband in the evening.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Bedford Virgin Media  
The worst customer service ever if you have to deal with indian call center. Had to call 3 times for them to give us the correct package at the correct price.

Best thing is to use the thinking of leaving us option as this is uk.

Cannot fault the speed or reliability, nobody has faster or more reliable broadband, and they know this. If only they could improve customer service!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Birmingham Virgin Media  
Went for 152Mbps and getting 7Mbps during peak times. Virgin have informed me it is a fault with their equipment and will take approximately 3 months to fix.
They will not allow me to exit my contract early even though I was told minimum speeds would be 140Mbps.
Customer service is non existent, they do not pass on information, call you when they have said they would. It seems that once they have you in, they could not care less!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Borehamwood Virgin Media  
Worst company ever, my advice go with anyone but virgin, really expensive customer service is the worst on the planet. Internet speed is slower than my mobile data. And they couldn't care less. Avoid!!!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wiltshire Virgin Media  
Have been paying extra for uprated Broadband speed for two or three months now; but despite taking the money; I am STILL waiting for the up-graded service.
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    4 stars
Loughborough Leics. Virgin Media  
My land line phone has worked 3 days in 3 years! Totally useless. Never watch the stuff they show on TV. Just want broadband which is pretty good.
Do Virgin have broadband only? If so, I can't find the info on their website. I'm tied into a terrible contract for another 6 months. Not good at all!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    5 stars
London Virgin Media  
Broadband is slow even with high mb, customer service is practically non-existent. Prices go up and up. Would of gone with sky a long time ago, unfortunately we cannot get a great signal for the tv package as well because of trees in our garden, but as soon as the fibre optic is done in our area through sky and bt that's where i will be heading!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Manchester Virgin Media  
Absolute worst experience with Virgin. I am counting down the days until our contract ends. Broadband is awful and the customer service is even worse. Cannot come to a conclusion without being put through to 3 or 4 separate people who have no idea who to help.
AWFUL. AVOID!!
Northern ireland Virgin Media  
Service is not reliable but even more annoyingly they hassle you over the phone until you accept a supposedly free upgrade, which obviously turns out not to be free
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
London Virgin Media  
SO FRUSTRATING AND DISAPPOINTING, TERRIBLE SPEED AND I LOOSE BROADBAND , EVEN WHEN SITTING DIRECTLY OPPOSITE THE HUB, A DISGRACE AND THE SMALL PACKAGE OF TV SEEMS WORSE THAN FREE VIEW AND YOU PAY FOR IT ? THE STAFF WHEN YOU PHONE TO DOWN GRADE WORK HARD TO UP GRADE YOUR CALL, ITS SO FRUSTRATING.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Brighton Virgin Media  
One of the worst service providers I've ever dealt with. In the three years I've been with them, they've raised the broadband prices with clockwork regularity every year. They will charge you if you want to receive paper letters or statements. If you forget to save your online statements from your account, they will ask for £3.50 for each statement to be printed and sent to you - they will refuse to e-mail them to you. If you have any problems you will spend at least half an hour on hold on the phone. If you try to cancel they will try everything to make you stay with them - it took me 40 minutes before I managed to get them to cancel my account. I cancelled because I was moving, and they demanded I give them my new address, because they want me to send them the router two weeks after the cancellation day - so I can't even escape from them from a new address! The Internet itself is very spotty, and any claims that they have great Internet with fiber optics - lies. Do not pay anything to this company, they will milk you dry then laugh in your face.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Colchester Virgin Media  
ABSOLUTELY AWFUL! Should never have left sky which was 100 times better. Catch up and recording options are rubbish and is impossible to watch something from last week. It Is also far too complicated and often stops working and won't let you watch anything on demand/catch up. Don't bother with virgin
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Brighton Virgin Media  
Joined virgin broadband but cancelled my account within an hour of joining back in July. I then continued to recieve emails and letters about my account, so I called customer services about 5/6 times and they assured me that my account had been cancelled. However I then recieved the virgin broadband box through the door and it wasn't until I phoned again to tell them that I had it that they asked if I could return it. At this point I was on holiday, which I told them, so they said I was to return it whenever I could. I then recieved an email informing me that if I didn't return it within the next 5 days I would be fined for the box, so I then told them I was on holiday and asked if I could have the date extended to return it, but I had no reply. I returned it within the 5 days but then a week later I got an email of my 'bill'. I then phoned again asking why I have been charged for an account which was cancelled 2 months prior, for a broadband that I hadn't taken out the box and since was returned! They then told me that my account had not been cancelled, even though I was re-assured a good 5/6 times that it was, and had to go through the cancelling process all over again. It was also a fuss trying to get my £25 deposit back, which I have only recieved today (30th October) when I 'cancelled' my account in July. Not happy with the service whatsoever, will not be a returning customer.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Virgin Media  
A Virginmedia engineer ,Oskar, relocated a TV point for me today. He worked quickly and explained everything as he was working. He was happy to make sure that I was completely satisfied with the work done.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Corby Virgin Media  
When it works it's ok, the problem is it works about 10% of the time. It's honestly a joke that it drops to 0.5Mbits every 5 minutes. Horrible customer service aswell, just a bunch of people in an indian call center that have no idea what they're talking about. One of the worst broadband providers out there, they basically steal money.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Glasgow Virgin Media  
Absolute waste of time, slow unreliable, never works to a standard of price, and nothing ever gets done to revive the issue
  • Customer Service
    2 stars
  • Speed
    2 stars
Manchester Virgin Media  
At the end of the day, the broadband is excellent, but literally everything else about this company is not. When we first got it, I couldn't install it properly due to an issue with our house. We had to wait 2 weeks for an engineer to come and do a 5 minute job. 2 weeks when we were already paying 30+ a month. For a several million or billion pound company, that's just ridiculous. This doesn't include all the hassle I've had with customer service. The service is clunky and takes ages just to talk to a person. To be fair the people themselves are helpful and do their best but the company itself just makes the process as difficult as possible and puts them in a horrible spot. When faults happen, no email to let you know, just an "oh that'll be a few days before you get your service back" when you go through the 15 minute call to get hold of them. Literally the worst company I've ever dealt with. Now that fibre optic is being offered by other companies, go with literally every other one. Virgin is the worst company I've ever deal with, and I will never buy or use another of their products ever again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    4 stars
Oxford Virgin Media  
Total rubbish connection took 20 mins to load this page up might as well have no internet at all
  • Speed
    1 star
  • Reliability
    1 star
Stockton on tees Virgin Media  
We bought Virgin Media Broadband and immediately had to buy the booster pack because the connectivity was abysmal. After receiving the pack you have to call Virgin just to activate it (a bit unnecessary), it worked well for a about a week before I had to call their team again due to the booster not giving any internet. Their customer service is dreadful, it's like I called a random person that knew nothing about Virgin or their products. They have 'accidentally' hung up multiple times and I advise everyone to stay away from Virgin in the future.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Nottingham Virgin Media  
By far the worst internet I've ever had. Very intermittent, cuts out about every 20 minutes making a lot of online tasks impossible. The speed in the last few weeks has averaged around 1Mbps, sometimes being as low as 0.2Mbps. Cannot believe I'm paying this much money for a service which I can barely even use. Would never recommend virgin media to anyone. Customer services do nothing about it, and the short and thin of it is that they can't as its down to the fact they've massively oversubscribed this area. But you'd hope that they'd somehow invest some money into sorting this out, but from all the work I've done, no one seems to care quite frankly. Will never be using them again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leeds Virgin Media  
Have problems every week with one of the best packages, their excuse this week was 'we are upgrading other people'
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
London 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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