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 7925 customer ratings since 2019-04-07 (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.

3350 Customer Reviews for Virgin Media

Reviewer Location Reviewing Date Ratings
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  
Absolute joke of a company on one of the fastest internet services that they provide yet it take absolutely ages to load the internet up. Also if you play games expect to lag or lag out of every game you play ******* joke of a company then when you phone them about it they put on a guy you cant understand or claim that the problem must be something else rather than admitting there internet is just **** in general. All honesty get sky or bt over them at least there reliable.
Middlesbrough Virgin Media  
Unparalleled quality from the 80s.

The broadband speed is pretty good but the router is absolute garbage and only covers the ground floor of my house so the devices that use the internet (which all happen to be upstairs) receive next to no reliable connection making watching videos, playing games and listening to music next to pointless because I have to watch videos in 144p, can only play single player games and music has to buffer every five seconds.

When you actually can connect to the bloody router the speeds are good, but what's the point if you're restricted to the same room as your router?

My old AOL router from the mid 00s was better.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    1 star
West Yorkshire Virgin Media  
Total rubbish
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
The worst broadband I have ever signed up for in my whole time of having WiFi.. you pay over a hundred pound for the tv to buffer we don’t even use the land lines because we have our own mobiles... the WiFi is a load of ******** every 5 minutes when I go on if it crashes when I go play on a console or something as my game needs online it did connects every single game... £70 game and can’t even ******* play it... defiantly ending this ball **** contract in November... BT FIBRE OPTIC PEOPLE !!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol Virgin Media  
The contract negotiations you do over the phone are not added to the contract,so they will tell you yes to what you ask for and charge you for what they want.you get connection charge, disconnection charge, equipment charge.My offer had £50 off to you when you join and to the person who recommended them- it was missed.
The speed is faster than of other providers,however less than what you pay for.Mine was vivo 100 , on speed tests i received below 50 and that was with router on the table.
The thereafter fees always applies,it doesn't matter if you specify that you make the deal for only 12 months or the length of the offer.If you try to contact customer services you better be prepared to wait more than 20 min ( 19 min and 28 sec) just to find out that the system said that ...it is your fault. I hope that one day the regulators are going to force them to reimburse customers for not respecting their contractual services as they did with the banks.Until then good luck!
  • Satisfaction
    2 stars
  • Speed
    3 stars
  • Reliability
    3 stars
London Virgin Media  
complete and utter pile of rubbish that likes to cut out when you need it most. insanely high ping and large packet losses.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
loughborough Virgin Media  
The speed is crap. Shuts down every 5 minutes of it being on and doesn't come back. They lure you in with "cheapest and best broadband which just masks the fact they are terrible. Don't get this broadband if you want internet
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
England Virgin Media  
I had and awful experience dealing with Virgin Media these days. We were supposed to have Internet on the 1st of April 2017 but they didn't come. And finally we succeeded to reach them today Monday 03rd of April but they told us they will come the 15th : in TWO WEEKS. Considering they already charged us for internet i think it's unacceptable to have internet in two weeks. We are professionnals and we really need internet to work. We were supposed to have it days ago ! It's incredible what is happening. Really disappointed by the service on the phone with robots not even real people who can think and find a solution to the problem. I don't recommend at all, RUN !!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London, United Kingdom Virgin Media  
Spend 98% of my time trying to get online. Despite paying 50 pounds just for broadband don’t use landline and don’t have tv. I would try to get another service provider but need internet access which isn’t going to happen with these cowboys stay in hawiaii rich b you prob have a star service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Stafford Virgin Media  
Appalling customer service. Billed £240 for disconnecting a service which never worked properly in the first place and being told you only called to request a new super hub twice in three months is not enough to cancel your services. The staff were rude, unhelpful and insulting. I will never use virgin media again
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
exeter Virgin Media  
The worst company I have ever been with.
I will keep it short as possible.
On the rare occasions the Internet worked we had a really good speed.
Multiple times a day the Internet dropped off completely. 15 mins, 20 once for 45 minutes.
I called at least once a day and spoke to rude and clueless "customer service agents."
They had no idea and just kept reseting the channel. Eventually I said to send an engineer out.
They didn't.
When I called to say he hadn't arrived and to send someone they said I had to call back three times in thirty days to get a call out! Even though I'd called multiple times a week and their man didn't turn up.
In the end I left...
Here is where it gets really fun!
I leave and call them to say so.
I need to pay my last month's fee AND a £200 leaving fee.
I agreed to pay my leaving fee as I had indeed not given a month's notice however, I would NOT be paying the leaving fee.
I paid my £83.83 per month and moved on. (limited TV, rubbish broadband BUT a very very good phone service.)
Started getting letters about my leaving fee which I called about once, told them to take me to court and them ignored.
A very NICE man from virgin called and asked to set up a £5 a month payment plan.
I explain that I CAN pay for it I just WON'T. Explained why and again asked them to take me to court.
Next was a debt collection agency.
I called them and they wanted the fl story. After telling him how may times a day the Internet dropped, the rude and unhelpful staff and engineers not turning up, he told me not to worry about it all.
A week or so later, I got a letter saying the Debt company had sent the debt BACK TO VIRGIN!!
They knew in court I would win so they weren't interested.
I NEVER HEARD A WORD FROM VIRGIN AGAIN!!

So if you get an early leaving fee, stand your ground! If they have broken contract you can leave.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Swindon Virgin Media  
Warning all potential new customers to look elsewhere if you rely on your internet and appreciate good customer service. Let down too many times. Left without internet 3 times in last few months (one instance was up to 5 days) and just had a letter to advise services will be down again in November. Virgin promised to pay for my extra data bought, I did tell them this wouldn't happen. (it didn't) No call back as promised so I called them. 53 mins later I got credit with the internet down time only, not one penny more for good will gesture. I asked the man on the phone how much the call would be, he said not much, I got my bill and the call cost me £32 No wonder Virgin dont call you back when they promise. Since then Virgin promised to call me within 48 hrs, still no call back. Oh well the poorer stay poor and get punished while the rich get richer, nice one Branson (still love you)
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Northamptonshire Virgin Media  
Virgin Media's boradband is fairly reliable but unless you're willing for them to put the price up by £3 three times a year, forget it!
Fed up, I tried calling to cancel the contract after receiving yet another one of these price increases only to be kept on hold for 35 minutes. Then they simply just disconnected the call. Terrible customer service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Berkshire Virgin Media  
Kept disconnecting from wifi even though we paid our bill, think VM wants tips...
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    2 stars
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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