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 stars

Based on 8393 customer ratings since 2019-08-14 (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.

3489 Customer Reviews for Virgin Media

Reviewer Location Reviewing Date Ratings
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  
Probably the worst service in the world with the worst customer service too. Wifi intermittent. Has been for months. Slow, drops in & out. Been through all the usual suspects for this sort of thing but nothing fixes it. I'd call again, but their customer service is beyond useless. If I never have to deal with virgin again on a single of their products, it would be a day too soon!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Sutton 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  
The worst company ever , don't recommend it to anyone if you are thinking to join them be very careful and make sure you read every single detail in the contract as you will end up paying huge amount for things that you don't even know.
Specially if it happens to move to a new property in the middle of a contract , you are basically forced to take a new contract or pay an huge amount of money to cancel it and if you Cary on with them and make a new contract it is in their term, you don't get a deal it's like been forced to be between an sword and a brick wall and you have to Option. When moved to new property could even get the internet signal in some parts of the house and they don't provide anything to extend the signal through the house.
And not to mention that some people from billing dept were rude. Not happy with the service at all and wouldn't recommend anyone to go through what I have been
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Peterborough Virgin Media  
75 percent of the time im lucky to reach one meg when i pay for ten.they are so inconsistent with the speed i recieve.i ring up the customer service line which costs a bomb,get past talking to a machine finally about to talk to a real person and it cuts out every time like it does it on purpose so you ring up and spend more money.all the swear words in the english language is what i think of this rubbish company.if BT's line installation didnt cost so much id be gone long ago from this company.
  • Customer Service
    1 star
  • Reliability
    1 star
exeter Virgin Media  
not impressed by the speed
  • Satisfaction
    1 star
  • Customer Service
    1 star
west drayton Virgin Media  
Worst service ever, every couple of months we gave issues with our internet and it stops working and it takes Virgin days and weeks to fix. On Sunday our internet stopped working and we have been waiting days for an engineer to come and each day they cancel and make us wait for hours. Each day we call the customer care and they still ask us to repeat the whole story and they don't seem to be saving the history. We are looking for another provider this week, six days with no internet and still no word on fixing it is unacceptable in the UK in 2019!
London Virgin Media  
When it works, the speed is good, however, the connection constantly drops, very unstable. When you call 151 to speak to the help desk, you get through to an Indian call centre, who are very polite but never manage to sort your issue out. When an engineer is booked to come out, you have to wait days, which means days if no internet which is frustrating when my TV, heating/hot water, phone, mobile, and laptop all rely on an internet connection.

AVOID VIRGIN LIKE THE PLAGUE, I definitely wouldn't recommend them to anyone, except my worse enemy that is!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Surrey Virgin Media  
Recently moved, staying in the same area. Informed by Virgin they don't provide services to this area so advised to terminate my contract. Today I had a call from Virgin to inform me that I have to pay an early termination fee of c£200.00. I wasn't told of this fee when I originally spoke to them about this. The customer services rep stated today that I should have stayed at my previous residence to avoid this fee (really????). What a joke!!! I am not paying this fee and will escalate it if I don't get a satisfactory response. I've just been reading some of the reviews and honestly am gobsmacked at how hated this company is. I will never sign up with them again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
North London Virgin Media  
Happy to say I have now left Virgin Media, after years of hassle with them, broadband was rubbish, and they were the most difficult company to contact as you rarely get to speak to someone in the uk. Still waiting for credit back from them. And unlike other companies when you leave would not let me keep my old ntl email address even though I offered to pay for it. They were so unhelpful.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Portslade Virgin Media  
Just terrible after two years they put up the bill, were incredibly rude, came back with a great deal (more expensive than SKY) and then made me stay for another month at DOUBLE the cost. The worst customer service I have ever experienced.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Reading Virgin Media  
I am speechless about the total incompetency of this company.
Customer service calls some to India,some to Glasgow. They never resolve the issue or get it right.Six hours of my time spent on this!
Three engineers later and holes and wiring in my home that is unbelievable I am still without service . I have photos of damage to my property and I am going to take this to Watchdog. This is without doubt the worse company serviceI have ever experienced in my life .
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
maidstone Virgin Media  
Can't make a full judgement yet as just provisionally signed up, but have got a good deal. But Ian should immediately call his bank to ask for the DD to be repaid under the DD guarantee. The bank should refund it instantly. Also ask about recouping the charges. Write to Richard Branson at Virgin headquarters, asking why you are being treated as if you were not a valued customer. I always go to the organ-grinder if the monkeys are giving me probs. I am having second thoughts after reading these reviews. I had heard that Tivo was a bit poor and that is why I was looking for reviews such as this.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    3 stars
CARLISLE Virgin Media  
I thought virgin media was a good , large company that was well established and would provide a brilliant broadband service. We could have got a cheaper package from other companies but we thought virgin media would be best.

How wrong we're we.

Broadband is so unreliable, goes off all the time and keeps disconnecting. Had a new router sent out to us and two engineer visits but it still doesn't work as it should.

After complaining to Virgin we have been told that Virgin say in their terms and conditions that the wireless internet is not guaranteed. They only guarantee. Wired internet connection.

Who in 2014 wants their iPad, laptop etc connected by a wire to the internet. Everyone wants and rightly so their home internet to be wifi.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Blackpool Virgin Media  
Utterly atrocious customer service, great connection. I felt like i had been lied through the teeth about basic set up e.g. installation date. Kept getting palmed off by people. It lasted weeks and got promised call backs from the complaints team that just doesn't happen. Once set up, the service works really well, I just hope I never need to contact their service team again - would be easier and less painful to switch!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Southampton Virgin Media  
I took out an 18 month contract, moved home and got forced into a new 12 month contract. No one mentioned this on the phone, via email, via letter or via any other form of communication.
After being on the phone for two hours, I got told it is in the terms and conditions.
I didn't realise companies could automatically take out a new contract without your permission?

The WORST customer service I've ever experienced. Disgusting.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Nottingham Virgin Media  
Brilliant product but the customer service is beyond shocking.
I was out of contract and wanted to cancel my contract because of a change in circumstances due to ill health. The first representative told me there was no problem and as I was out of contract this could be done immediately. They put me through to cancellation department, they said I had a debit balance so they couldn't close my contract. I knew I did not have anything outstanding, and having been transferred to their accounts department, they confirmed there was nothing owing. Over an hour on the phone and I spoke to NINE representatives. By the end I was actually close to tears and the person I spoke to was actually ridiculing me. I would NEVER go with Virgin Media again, and strongly advise people to give them a miss. I had trouble earlier in my contract with them, and I know these are bit isolated experiences. VIRGIN ON THE RIDICULOUS. There are other companies out there who offer good broadband service, and who offer better customer service. Be warned!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Greater Manchester Virgin Media  
Supposed to be 350mb boradband but there is next to no wifi signal upstairs so its not useable, useless in fact. As with all broadband companies they also make it as difficult as possible to complain, no e mail contact or live chat, automated options take you around in circles. Worst service I've ever had, would advise you dont bother, I'm trying to leave if I can find someone to actually speak to.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Virgin Media  
Very unreliable and incompetent customer service, we got passed from operator to operator with no one giving us solid answers. Have had to ring multiple times and speak to over ten people to finally near a resolution to our issue (which is simply that the previous tenants in our student house had not paid for their wifi - something which had nothing to do with us! We had in fact been good virgin customers for the last year (something which they somehow were too incompetent to look into and understand)). As it stands we are a week into a house with no wifi as was planned (and paid for), and as of yet have no date for installation. Absolutely horrendous timing as several of us are on summer placements which require working from home. Would not recommend!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Leeds Virgin Media  
Terrible customer service. They just transfer you to another department when they cannot deal with your issue.
Customer services do not speak English. Fail to keep their word.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cardiff Virgin Media  
A very unhappy customer! Virgin media customer services and manger I spoke to absolutely appalling! Wish I had never switched over to them! My first bill is a total of £110 which I was not aware of. They are charging me £10 for activation and £40 installation fee and 2 months line rental! When speaking to the sales team they never told me about these charges even when I asked how much my first bill would be! I Never received my contract and was told to take it up with Royal Mail! They have done absolutely nothing to help me with this expensive bill and they never even called me back when I first raised the issue so I had to waste half an hour of my time to call them again! Really not happy with them! Won't be staying with them for long!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Lincoln Virgin Media  
Getting increasingly frustrated with the poor internet speed of Virgin considering the fortune we are paying for the most expensive service on offer. Monday morning and I work from home but I am once again having to run my computer off my phone's hotspot. Thank you O2. Virgin promises speeds that it just doesn't deliver and apparently there are known problems with the cables in Epsom, so Epsom based residents beware that you may not get what you sign up for.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Epsom Virgin Media  
Don't get virgin media. It is not only agonisingly slow when there is a connection at all, but the connection is highly unreliable. It is impossible to watch any online programme, and downloading anything is a nightmare because it takes so long. I know all broadband providers overstate their service in their advertisements, but Virgin media tells outright lies: "up to" speed claims imply that there would be a connection in the first place. Customer service are never able to solve problems so I no longer spend the long waiting times trying to get through to them. Without doubt the worst broadband provider I have had in 20 years of online experience (ie, even compared to old dial up services).
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Battersea Virgin Media  

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