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

Based on 6895 customer ratings since 2020-06-15 (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.

3,816 Customer Reviews over 96 pages

  • Reviewer
    Location
    Edinburgh
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      2 stars
    Comments
    Extremely rude customer services: after waiting for more than an hour to talk to someone they hung up on my when I asked to talk to their supervisor. The next day I phoned again and they hang up on my when I ask about compensation. Internet is broken in the street and they say the first available date possible to fix it is in a week and a half time.
  • Reviewer
    Location
    Harrow
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    When it works, it's really slow and it only works about 2% of the time. Complete waste of money.
  • Reviewer
    Location
    Telford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Paying for high speeds , only achieving 17mbps internet been erratic or non igsistant for several weeks . Will be looking for new supplier
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    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!
  • Reviewer
    Location
    SW18
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    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.
  • Reviewer
    Location
    Chesterfield
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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 :-(
  • Reviewer
    Location
    Greater Manchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    Crieff
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    Carnoustie
    Reviewing
    Virgin Media
    Date
    Comments
    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.
  • Reviewer
    Location
    Greater Manchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    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).
  • Reviewer
    Location
    Ellesmere Port
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    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.
  • Reviewer
    Location
    East London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    Plymouth
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    Leicester
    Reviewing
    Virgin Media
    Date
    Comments
    The worst customer support you are ever likely to experience
  • Reviewer
    Location
    Glasgow
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    Comments
    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
  • Reviewer
    Location
    Glasgow
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    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
  • Reviewer
    Location
    South Shields
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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
  • Reviewer
    Location
    Cambridge
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    virgin messed up install, left us with no landline or internet for 10 days, customer services a joke,avoid this provider.
  • Reviewer
    Location
    BUSHEY
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    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.
  • Reviewer
    Location
    Doncaster
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    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.
  • Reviewer
    Location
    Brighton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    Brighton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Unbelievable worst experience, took over existing internet account in June 2020, VM tried to invoice higher monthly charge, even tho we had proof of the agreed lower charge, VM refused to discuss, return our calls, continuously broke promises to investigate our concerns, ignored our written complain letters, even CISAS, the official watchdog upheld our complain in full by instructing VM to comply with the agreed lower monthly charge, issue an apology, remove all unwarranted charges VM tried to impose (late payment fee, reconnection fee etc) with 100% compensation awarded! It's October now, yet VM still stubbornly refused to comply, and is still trying to bully us into submission knowing we all need internet to work from home, and out internet is still disconnected whilst we have to incur high costs, tethering our mobile phone for internet connection.
    It's a real shame VM is a British company.
    We've never experienced such an unprofessional business operation.
  • Reviewer
    Location
    Leicester
    Reviewing
    Virgin Media
    Date
    Comments
    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.
  • Reviewer
    Location
    Nottingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Sir sh. It Branson increased prices in two years, all his money should be used to saving the planet of plastics.
  • Reviewer
    Location
    Bedford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    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!
  • Reviewer
    Location
    Borehamwood
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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!
  • Reviewer
    Location
    Wiltshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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!!!!!!
  • Reviewer
    Location
    Loughborough Leics.
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      4 stars
    • Speed
      1 star
    • Reliability
      4 stars
    Comments
    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.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    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!!
  • Reviewer
    Location
    Manchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    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!
  • Reviewer
    Location
    Northern ireland
    Reviewing
    Virgin Media
    Date
    Comments
    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!!
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    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
  • Reviewer
    Location
    Brighton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    Colchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    Brighton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    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.
  • Reviewer
    Location
    Corby
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    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.
  • Reviewer
    Location
    Glasgow
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.

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.