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
    3.2 stars
  • Reliability
    3.1 stars

Based on 956 customer ratings since 2023-05-22 (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.

4,691 Customer Reviews over 470 pages

  • Reviewer
    Location
    Manchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Appalling installation - wiring loose, holes drilled in wrong place. Wiring laid in gutter across front of house. The worst thing I've ever seen.
  • Reviewer
    Location
    Leicester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    only reason I gave one stars is because there is no nil stars. I feel they was in breach of contract by NOT providing wifi to the house only the room the router was in. when I complained and asked them to either sort it out or I will leave they said I could leave but would still have to pay to the end of my contract they just didn't care at all now they have ended my contract and they are messing about as to when they will take the money. I have been with virgin over ten years and they repay me with verbale poop I am absolutely disgusted with them.
  • Reviewer
    Location
    Manchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Their customer service is atrocious. You can’t speak to someone on the phone and my contract came off it’s 24 month period and immediately doubled in price without warning. They also won’t allow their existing customers to access their deals for new customers despite the fact that the wiring is all there for it and it should be a simple online exercise. Oh no, they’ve made that super difficult and you end up spending 45 minutes to be told that you can’t have the same deal as that for a new customer. That’s just shoddy.

    The speed was fine and was relatively reliable.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Virgin Media is now simply appalling. It is very expensive at £84 per month. It is not working more than its working and now I have had no access to email for two weeks! Just remember that, if things go wrong, there is no way known to humanity to contact their "customer service/tech support!
  • Reviewer
    Location
    North West
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Honestly, the question “what went wrong” should be phrased “what went right” and the answer would be nothing.
    The customer service is dreadful, they will do anything in their power to avoid resolving the issue for you. They have sneaky hidden fees, try and upsell you products when you want to cancel and are just SO unhelpful it is actually somewhat impressive. The WiFi is dreadful and drops out constantly, however when you ask them to check it they say there is no issue…? They also will promise you things over the phone and refuse to send it by email in writing and then when you ask about it, they will have “no record” of those conversations. Then if you ask them to check the phone call log that will take 60 days to review…..
    It really is shocking how this company is still running, although if their aim is to scam people out of money and deliberately provide the worst service in history, maybe they are fulfilling their deeply unethical plan. Will never be a virgin media customer again, and will tell everyone how dreadful the service is.

    P.S. The survey at the end of the customer service won’t take your feedback if you rate them negatively which is just hysterical.
  • Reviewer
    Location
    Wallasey
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Awful. Just awful.

    Been with them less than a year and already had money stolen from us. Multiple payments taken for no reason, rises in contract costs that weren’t discussed beforehand. All this I could see past but they don’t even provide a basic working service.

    I only have WiFi via virgin and their supply is rubbish. Cuts out multiple times a week for days on end. One minute their website says there’s an outage the other minute it says they’re not.

    The customer service team won’t refund your monthly bill despite lack of services but will promise you a phone call within “4 hours”

    not a good experience for a first time customer and definitely won’t be paying for their half assed services again.
  • Reviewer
    Location
    Bournemouth
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    At a loss, 2 weeks after our install date with Virgin Business, we are getting ignored and no information is being given despite my daily calls, as to why we've not been activated yet. They sent the wrong engineer (after having done a 'pre-install check'). Every time I call I am told my order manager will contact, but they never do. I've tried escalating and formally complaining, neither of which have gained a response. As a business we cannot run without this service. Severely disappointed with how we're being handled, no faith at all that our account is being handled as any kind of priority. I am even thanked when I call daily (or even more often) for regularly following up....how ridiculous! I am wasting my time and Virgins, and getting no where.

    Save yourself the aggro and go elsewhere.
  • Reviewer
    Location
    Hampshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Let's just say I cannot wait for my contract to end in April 2024.
    The system in this company is completely messed up. When you try to call them up, there isn't an option for you to choose to directly talk to someone. They either send you a SMS then hang up on you or it will just get disconnected and you just need to call them up again and again hoping you could get the correct combination so that you would be directed to talk to a real person.
    Recently they increased my fixed contract price without notifying me in advance. I had to call them up, talking to many many staff and eventually they agreed to change it back to original amount. But then I lost my other promo offer.
    What really annoyed me was that it seems none of the customer service staff knows how to deal with your issues. They like to say "I'm sorry but we're unable to do this, or do that blah blah blah".
    To make matters worse, they constantly call you up trying to sell you their service.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Very bed services,
    Initially even they didn’t provide broadband kit on time, have called to customer care for delivery of kit and they tells that we don’t have any updates event they don’t have any update from Yodel who are their delivery partners and When I asked to them for Yodels number they gave me common number and application shows that parcel will be deliver in between 2 to 4 but there were not any single person came for courier, Initially they will not provide good services then how we can trust on them for after customer care services, very worst and blunder services of virgin media as well as their Delivery partner Yodel. Very bed.minus star….for me not even 1 star.
  • Reviewer
    Location
    london
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Rated 1 out of 5 stars
    Awful, repeatedly awful. Steal money from direct debit, awful customer service, terrible technical service
    Unfortunately I cannot give zero. DO NOT GET YOUR INTERNET FROM VIRGIN MEDIA, run away while you can. This is the umpteenth issue I have had with Virgin Media while being a customer for 5 years.
    They messed up my billing serveral times, stealing money from my bank account that was above what I had agreed to pay them, which was the basis of me entering into contracts with them (as per UK contract law, which dates in customary form to the middle ages, was crystallised into formal law following this). They have done this on at least three ocasions and they have only paid me back in full once.
    They messed up my moving house twice - once when I tried to delay the move date and they cut off my account, and then when I actually moved. I had confirmation in writing that they had changed the moving date, having had to contact their awful whatsapp customer service from abroad when my move was delayed. Then, once again, when they reinstated it - and in doing so , had to set up a new account - they 'accidentally' overcharged me. I filled a complaint and - for the only time - CS actually dealt with it properly. They credited me with recompense and my account was in credit when I moved. Then they failed to do my installation on the agreed date (later claimed that there were building works that made it impossible for the engineer to access the house, which is a lie). After hours on the phone and a threat to not install it for 3 months unless I paid a premium charge to have it in a month (I work from home) and promsing to refund this, they finally installed it. They never did repay that fee. Then started a new account, meaning I lost the credit that they repaid after they helped themselves to money from my account previously. They agreed to having the same contracted amount (£24 per month) as previously for 12 months from August 2022. Then, the service was like being in the 90s. I live in central-ish London, in an area with superfast broadband and fibreoptic cables, but you could only use the wifi withing 3metres of the router. After many calls, with people speaking to me like I was an idiot and just following a script telling me to restart their modem etc and then telling me that I could pay to rent pods to boost the service. My flat is 60m2, so this is ridiculous. How weak was it? the extender kit that I have so I could previously use wifi in my long garden from my old 100m2 house would not even pick up the signal to boost. Eventually, they agreed to send an engineer, who just said 'you have a weak signal' (well done, einstein) and left without resolving it. After many more calls, they finally sent another engineer who ordered new cables from the street. But then they left a huge roll of cable in the (shared) front garden and didn't actually connect it to my flat. eventually, two engineers later, it was connected and the router relocated. Fine service in half the flat, nothing to get excited about, especially if you wanted to lie in my bedroom watching a film as service there non-existent still. Ah, I will change when the contract is up in Aug, I think. Then, they lose my credit from their previous mess-up, refuse to pay back the connection fee (I moved house, which is meant to be free), failed to apply the discount to the bill that would keep my £24 contractually agreed amount. Eventually after many phone calls, They replied to my written complaint with lies and weird accusations - like it was my choice to open a new account and then chose an express connection service! And they did apply the 'discount' and charge me the correct, agreed amount (I will note here that they do this £51 contract less £27 discount so that they can accidentally not apply the discount and help themselves to money from your account and so that you cannot leave until the contract ends - a vile business practice that says everything about this company). Someone then called and offered a month free as compensence. Fine, that was applied in an and Feb and I just wanted to never contact CS again. THEN NO NO NO. Normally, I do not bother opening mails if I know the bill will just say £24. Until last month, when I opened one and it said £58. And the two before are £51. And tomorrow is £58 again. They just take this from my bank account. Which is theft as it is not the amount that I agreed to pay when I entered into a contract with them. Another 2 hours on the phone and nothing resolved. Spoken down to by three men (another was pleasant, but unable to assist so put me through to someone else, but I just was on hold for an hour), being passed from department to department, being called the pejorative 'miss' despite explaining my gender-neutral title eight times, being told that the contract was 7 months (a lie) and that I wouldn't get the money back (well, I can through court and a complaint to OFTEL) and maybe he could give me a new contract with a great deal.UR

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.