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)

Visit Virgin Media   Read our Virgin Media buyers guide

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
    Ilford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I’m writing on behalf of a friend. He thought he has paid his bill with Virgin for the internet giving his bank details and blabla to the employee on the phone but that employee put his bank details for someone else bill and then his internet cut off and now he has to pay £7.50 of late payment because Virgin team mess up and they don’t want to cancel that fee of they mistake or anything to compensate that trouble. Would say find a better internet provider with human being on the phone than them and it’s up to you if you find yourself generous to pay some else bill and trouble to get everything sorted, rude staff on the phone and trouble to talk to a manager
  • Reviewer
    Location
    Stoke on Trent
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Hello Virgin Media,

    I want to express my deep disappointment with your service. Our internet speed has been frustratingly slow despite paying over £60 a month. We’re certainly not getting the service we’re paying for.

    Moreover, we were promised that our contract would move seamlessly to our new address on the 10th of June, yet it was disconnected prematurely last night. This has caused significant disruptions to our work and personal lives, and it’s completely unacceptable.

    In attempting to resolve these issues, I’ve encountered further frustrations with your customer service team. As someone who works in customer service myself, it’s evident to me that your representatives are poorly trained. They’ve been stuttering on the phone and providing less than satisfactory assistance.

    Finally, your WhatsApp chat service is intolerably slow. Responses take between 30-60 minutes per message. It’s supposed to be a real-time chat, not a delayed email conversation.

    I must say, these experiences have been utterly disappointing. Please rectify these problems urgently and ensure we get the service we’re paying for.
  • Reviewer
    Location
    COLNE Lancashire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Absolutely terrible company, Tried to cancel when my subscription doubled from £26 to £54 for no apparent reason. When I asked they said it was because I’m out of contract. They have now said I am still in contract and want details of my new address to avoid early cancellation fees. Why would I have early cancellation fees if I’m out of contract. They are a bunch of incompetent buffoons who totally ignored my request to terminate and Lee requesting more money. I will not pay a penny more and if any of you have any sense you will avoid this company like the plague
  • Reviewer
    Location
    Cambs
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    They promised high speed, ive seen faster snails!
    But the REAL issue is the connection just keeps dropping out for no reason? I have to switch my PC on and off until it works again.
    Customer service is non-existant
    Then they send me a letter to say they are putting their prices up! But they don't tell you by how much! Virgin Media..I cant put into words how bad they are!
  • Reviewer
    Location
    North East England
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Rubbish. Over three months ago they dug up the top of my drive to put straws into the street. Three months on, they sent an email telling me that they were no longer going to install fibre into those straws. All that mess for nothing. No reason given. Shocking. Made worse because they are proceeding in parts of the estate where provision of broadband is already good.
  • Reviewer
    Location
    Livingston
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Paying over £70 a month for the most appalling broadband service ever experienced. Called virgin media so many times to report slow speeds buffering outages etc and always get the same old story " we ran a test over 3 days and your service showed no problems at all" . Whenever we call we get promised there's no issues and yet I need to now go to the office to work because of how unreliable this service is. Surely I can get out this contract early due to the service not being as described, if this was a blouse I would have returned it months ago. Shame on you virgin media for ripping us off and lying to us about there being no issues.
    Tell me again how there's no better service??
    Screen shots of errors buffering etc available on request!
  • Reviewer
    Location
    United Kingdom
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Service itself was very patchy - frequent drop outs, outages and slow network problems. Attempted to cancel my service at the end of my contract. No way to do this on the website, you have to call up. Did this, but was told I'd failed security, no way to try again, just have to wait until they've sent a letter with a new password. I wait several weeks, no letter arrives. I call again, am told that this shouldn't have happened, that I was misinformed on my first call, and that a manager would listen back to the first call and if it was found that I'd been misinformed originally they would set contract notice to start from that date. No further update, so two weeks later I call back. No one has checked original call, new customer service person was rude and unhelpful, so I asked to speak to a manager. Was told none was available, so someone would call me back. No one ever called me back. Had to call back a week later, still no further information, no one had checked the original call, still no managers available to speak to. Just the worst kind of company, poor product and poor service. Avoid at all costs.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    The appalling customer services may yet bring down this company. Despite already being a 'loyal customer' I was repeatedly cold-called by upsellers - this would stop for a while at my request, then begin again a year later. When I sold house and wanted to cancel, they made the process so time consuming and unpleasant that I will surely never use their service again. Way to go!
  • Reviewer
    Location
    Bracknell
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    So I tried to come out of our #VirginMedia broadband service we have had for 4-5 years.

    In 2021 we were sent a 'free' stream box which in 2022 VM tried to charge us for having the Stream service so I called and told them to remove it and readjust the monthly fee back to where it was. Of course the standard broadband price had gone up for Broadband so it was still £4 per month more expensive.

    Virgin Media put prices up this year another £7 per month (£10 in a year) meaning we have had to look around for a cheaper alternative.

    I tried to cancel my service and was told in the call in 2022 I had 'agreed' to another contract verbally and now it will be £288 to exit this 'contract'. We are not even paying back towards the cost of the router so where on earth has the £288 come from?

    So I am now going to ensure everyone I know and meet never choose Virgin Media for their broadband service. Starting with my Mum who spends £55 per month who will be switching next month.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Their installation team were abismall. It took them 3 weeks to try and get a line to my house. They moved my dates without informing me and each person on their customer services team told me different things. In the end, I gave them a deadline by which to go live. They said they could bu they messed it up so I went ahead and cancelled my order. Unbelievably poor customer service. Stay away

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.