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
    York
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    The worst customer experience I've had in my life - and that's saying something.

    I wish I could tell you the whole saga but I'd end up writing a 3 page essay. Absolutely offensive level of service. To say Virgin's customer service 'doesn't even exist' would be a compliment.

    Constant repeating myself. Getting nowhere. Bots. Agents who are somehow more bot-like than the bots. Being ignored. Patronised. The most farcically frustrating responses, like I was being tested in a new circle of Hell. Going in circles over and over. Waiting hours for a reply. Agents who smugly pat themselves on the back when they've achieved sweet F.A. and haven't even read your replies. Agents who clearly don't have the authority to help me yet pretend they do. Agents who argue with me even though my evidence was staring them in the face. Arguing with their own stated company policy. Being fobbed off. Attempts at bribery with a stream of new offers to get me back in line. Having complaints procedures auto-resolved without even contacting me let alone doing anything. Having to restart the whole process EVERY SINGLE DAY with someone new and astonishingly incompetent. Patiently explaining to no avail. Writing big, clear messages with attached evidence (and, later on, polite fury) that I may as well not have bothered with for all anyone looked at them. Nothing I did to get their attention seemed to matter. None of my communication given any attention or respect - like it was destined for the trash pile. Like my frustration was being laughed at. Agents who seemed to deliberately misunderstand and screw up and then not care a damn.

    And all this from the most BASIC single request. But no, Virgin were pathetically greedy and wanted to drag this out just so they could extract a bit more money from me, even though they weren't owed it - the terms detailing this written clear as day in their own emails, that they desperately tried to contradict! It was there, simply stated, in black and white, screenshotted, and they STILL tried to debate it or ignore it! They outright said I could leave without incurring early cancellation charges if in response to a (obscene) price rise, as long as it was before X date. I did leave before this date. And they tried to charge me anyway! The sheer grotesque cheek of a company attempting to contradict its own stated policy that it wrote in customer emails, just to exploit its customers further, wring out some more pounds, hoping the complainant (me) would give up in frustration before they did. But no, I can be very stubborn when I feel like I'm being shown a callous level of corporate disrespect. And so I kept trying. For literally months.

    Ended up having to file with the ombudsman. Only at the 11th hour did anyone actually do anything for me - a call and apology from a manager - and then it was sorted. It could've all been done so easy. And instead it took, what, 4 months of constantly badgering them, tearing my hair out at the sheer ineptitude, the corrupt greed baked into the system, the utter contempt for any customer that isn't a new customer?

    I'm so glad to leave Virgin. I know all these companies are awful, but how Virgin treated me was so rephrensibly **** that I refuse to give them my money any more, even with the last minute cheap deals they tried to bribe me with at the end when I made it clear I never wanted anything to do with them again.

    Honestly, the experience was so bad (and I know it's common for others) that I truly believe that Virgin Media doesn't deserve to exist as a company. I will applaud when it collapses under the stinking weight of its own **** and sinks into the sea. Never to be heard from again.
  • Reviewer
    Location
    essex
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    i have been with this awful disgraceful theiving company for 14 months on an 18 month contract hahaha i must of got 8 months of service the rest was down time, disruptions, on some days in a row 3-5 net was on 5mins off 15 mins all day long for days called them they cant resolve untill one guy spilt the beans he said we are using over 120gb a month and gone over which is lies we never went over our 40 gb in years with other providers, he then says you need to upgrade i told him i have been to citizens advice and they said diconnect get another suppklier and dont pay them any more as they are not provided you for what your paying for and they lied in their terms and conditons about price increase this April 2023 so have right to walk out, he then says ok there is one way i will reset your data, which was lies again because they are just doing it from their side manually it worked 4 hrs then exactly 19:55pm it started happening again and still going off every 5 mins they waited till closing time and started it off again DONT GO WITH THEM TRY ANOTHER like GIGABITE or CITY FIBRE you get fastewr download and upload incase you dont know virgin upload is only a couple of meg when they are the same as download making your internet 10 reliable and faster i know this as i have it at my new address.
  • Reviewer
    Location
    south west London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    May 20th, I order a virgin broadband box because my friends are telling me it’s the best. Few days later I received it, unfortunately couldn’t set it up, called the customer service to book a technician. May 23rd, a man comes and tell me he can’t set it up. Said he will report it and that I will get a call the same day or the next day. May 26th, I call back the customer service as nobody contacted me. We will call you tomorrow (27th) the woman says. May 27th nobody calls me so I call back AGAIN. Are you home tomorrow (28th) the lady says ? I can send somebody to your house between 8am and 1pm. Yes please. No confirmation message was sent or received. 28th I wake up early to walk my dog and set the house for someone to come. NOBODY CAME AND I WASTED HALF OF MY DAY OFF. I call and I call and nothing. June 8th, I contact the customer service to cancel my order as I’ve been for 3 weeks with a stupid box that doesn’t do the job. Termination fee is £400 they say. I cannot help you with your query but I booked a call for you tomorrow ( 9th of June) between 12 and 4 and we will sort this out for you days the gentleman. Thank you for your patience your kind heart and being a great customer and person to chat to says the assistant honestly what kind of service is that. But anyway. June 9th, NOBODY CALLS !!! What do I need to do ??? When I log in my virgin account there is no contract and no bills, I try to start an online chat and it takes me back to the home page !!! how can you leave me like this !!! I serve customers for a living and this is honestly the worse experience I have ever ever had !!!! HELP ME PLEASE
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If it was possible to give no stars I would. The worst service ever received. Booked in to install fibre broadband in March and still don't have it installed. Have finally given up trying to get it sorted after delay after delay with no real reasoning. When they did give a reason (awaiting council permit for outside works), I contacted the council to ask them to please go ahead and approve the works but there was no permit requested in the first place. Hours and hours of calls and trying to confirm engineers, but all time wasting! Promises of engineers to arrive on a certain day but never did. Could go on, really terrible experience all round. Went with another provider and was up and running in a week. Avoid completely.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Virgin broadband gave us the worst ever experience with a broadband provider. We switched to Virgin broadband in March 2023 (4 months ago) and we are still waiting for the installation, which Virgin delays each time 2 days before it happens. I would advise avoiding Virgin broadband as the customer service has been bad, their sales offers are alluring (especially when they offer O2 sim with Volt), their initial installation date is not true, and they have the right to change it without the customer saying anything.
  • Reviewer
    Location
    Devon
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Long story short. Broadband was up for renewal, checked virgin website for deals. Virgin agent called day after with an amazing deal. I accepted. Virgin meant to go live while the other provider would deactivate. Day before due date got notification that engineer would attend to my case 13 days later than original appointment. Called customer service multiple times to get an answer. No solution. Called again multiple times to cancel. All and all not a great experience, I rather pay more a bit a stay with the same provider I have had for the last 6 years. Customer service is non existent.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    What an appalling company. Avoid at all costs. I signed up for broadband and was promised a 2hour delivery slot. Took a day off work and waited in all day. Nothing. Called them and was promised a two hour slot. Still nothing. Then the fun starts when you try to cancel the service you never actually received. To cut a long story short Virgin go out of their way to make it as difficult as possible to do this, including insisting that you speak in person to someone but giving out the wrong number, then bouncing you around between departments and making you give your details over and over again.
  • Reviewer
    Location
    Barnsley
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    For Broadband- it's fine. Never really had a problem.
    However, the customer service is appalling!!! I'd go so far as to say there is no "customer service". Don't get me wrong, the agents themselves are just doing their job. But, my god it's sucking the life out of me trying to get them to end my contract. They keep offering me "deals" which are twice the price of what I am paying now and what I can get elsewhere. When you say no, they seem surprised.
    When my Mum was with them and tried to leave, they wanted £300 as they said she changed her contract midway through. She is 75, is used to paper communication and speaking with a human. I had to bail her out so she could leave them. Then they said she hadn't returned all their equipment & tried to charge her £75, despite us having proof of postage & tracking number.
    So, be warned. Don't try leaving them, or asking for help.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Im very sorry to write this.virgin media has really bad customer support services.basically i called them and they picked up my call but thar guy who was on phone he put the phone away and i was saying hello hello but he didn’t respond me and cut off the call.i request to virgin media they should take action on helper All helper are same i tried 3 4 times but ihve got same respond.but I appreciate for service thanku
  • Reviewer
    Location
    Paisley
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have been with Virgin Media for a few years and have stuck with them as I was pleased with the service and customer service.

    Our internet has been terrible for ages. It is continually intermittent and even our TiVo box rarely connects to the internet. The family are relying on 4G.

    I have reported it and, I had a terrible chat with an assistant who kept insisting that everything was fine who cut me off in mid flow. I called them again and assistant no 2 said we had too many devices using the internet. We shut some devices down, but no improvement. Even when only one person is in the house, it is intermittent.

    I have gone through the hoops online. It is mental - you phone about a problem and they send a link to find help - a link for an internet that does not work!

    This morning, after resetting the router, I tried the automated chat - took ages as the internet kept cutting out. Was told to continue conversation on Whatsapp. I got a message, sent a reply 2 mins later and have had no reply from Virgin Media.

    I see that this seems to be a common situation with other Virgin Media customers. I don't want a generic reply about fish tanks affecting the signal - I want this to be fixed - the way it was for years until more recently.

    I am paying for this abysmal service!! I am being robbed each month by Virgin Media. I will be charged a penalty to leave them. I am due a refund. Unless, there is a vast improvement,I will never use them again.

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.