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
    2.9 stars
  • Speed
    3.3 stars
  • Reliability
    3.1 stars

Based on 907 customer ratings since 2023-06-17 (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
    Warrington
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    DO NOT USE VIRGIN MEDIA - THEY'RE RUTHLESS

    I was with Virgin Media for just shy of 10 years for broadband only. I moved house in October 2022, and despite all the calls I made, and all the emails I sent to disputes, they still maintained that I hadn't cancelled. This arduous dispute continues on to this day.

    The first amount was for £125 in Feb 2023, which I just paid thinking this was the final payment just to get them off my back. How stupid I was. Approximately 3 days later I received another bill for £30.30. I told the debt companies straight away that I wasn't paying it. I hadn't lived at that address for 4 months at that point.

    Eight months later and I've been contacted by at least 3 debt companies for £30.30!! One will close down my account and Virgin sends it to another, and so the cycle continues.

    I would call Virgin to cancel and they told me to email disputes, so I emailed disputes and they told me I had to call. I spoke to at LEAST 13 members of staff and none of them cancelled for me. I would email disputes and they would basically ignore whatever I said, deny that I had cancelled and tell me to call up. When on the phone waiting to speak to Billing, the call would ALWAYS be dropped. I have wasted hours and hours of my life on this.

    I've just had ANOTHER call today 22/05/23 from the first debt company, still asking for £30.30.

    It's absolutely disgusting how this company treats you when you try to leave.

    Stop asking me for money that I don't owe!!!!!!!!!!!!

    You're not getting one more penny from me you bullies!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
  • Reviewer
    Location
    Lancashire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    If you value your own time and sanity you will avoid virgin at all costs. I cannot begin to explain the awful experience that I have had with them... The customer service is the worst I have seen.
  • Reviewer
    Location
    Tate
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Terrible Experience with Virgin Media - Overcharging and Poor Customer Service

    I recently had an extremely frustrating experience with Virgin Media, which motivated me to whine about it online.

    The main issue arose when I noticed unexplained additional charges on my monthly bill. Concerned about these unexpected expenses, I contacted Virgin Media's customer service not once, not twice, but three times in an attempt to resolve the matter. Each time, I patiently explained my situation and spent a considerable amount of time on the phone (in total almost 3h!).

    During these calls, the customer service representatives assured me that the problem had been identified and resolved. However, after every call, subsequent bills continued to state incorrect charges (over double what was stated in my contract!), despite the assurances given. Basically, Virgin added some extra services to my contract without my consent.

    Over the last 5 years, I experienced numerous problems with Virgin Media but it would take short book to describe in detail. I would recommend everyone to pick ANY broadband provider but not Virgin. They are absolutely the worst.
  • Reviewer
    Location
    North East
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely disgraceful company, avoid at all cost. We have been with them for years and pay well over the odds for a shocking service. They don’t want to keep our custom as they will only offer a £2 per month reduction when we can go elsewhere for less than half the price. Horrid customer service, please do not go to this company.
  • Reviewer
    Location
    Scotland
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I have never been more disgusted by a company in my life.

    Called today to give my usual one month notice of moving out as I have done in past whenever I have moved, however I was told I will be charged over £200 early termination fee. HOW is that legal, let alone moral in a cost of living crisis? I’ve never had to pay more than £20ish for this in the past with any provider.

    Such a significant sum should be clearly communicated to a customer when taking out a contract - I can’t imagine anyone would expect to be charged that kind of money. Completely immoral and disgusting behaviour. I was even asked if I “knew anyone who would take over the contract” as if I could live with just dumping that on someone else.

    Many of my family and friends are with Virgin Media but knowing this and that some of them are looking to move in the near future I will definitely be helping them to find other providers at first opportunity.
  • Reviewer
    Location
    Chorley
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    After two separate delays (due to lack of and inadequate initial survey) totalling over a month for the installation of my broadband, we discovered that our technician was installing our router in the wrong part of our house.

    After calling customer service, the second person we spoke to after half an hour of explaining our issue started trying to talk to us about alternative package offers, despite us saying that we just wanted to have our issue resolved. He then said they would add a box onto our current package for no extra cost (without explaining what it actually was), and 5 minutes later he said "this will incur an extra £30 plus charge" and it was incredibly difficult for us to respond that we didn't want this. As soon as it was found we didn't want to purchase anything in addition, he then transferred us to tech support (so was obviously uninterested in / not his remit to solve the issue we had been discussing for the last 30 minutes and merely wanted to make a sale).

    We eventually got thought so someone who quite emphatically promised us we would be rang and seen by the technician the very same day by 5pm. As a result of this I had to leave work and remain in the house all day. No call or visit came. We then rang the next day to enquire why this had happened, and we were now assured we would receive a call and visit from the technician by the end of the working day for the second time, and a further promise that we would be called back at 9pm by customer service to ensure this issue had been resolved. Not one call from either party came, this after staying in waiting for the technician AGAIN.

    I have recieved 3 guarantees of a call and visit, and 3 times I have been outright and maliciouslylied to by Virgin customer supprt, and actively missed work as a result. Negligence is one thing but to be lied to on multiple occasions which has had active consequences for me is entirely another. It hasn't even been 48 hours, and I am now preparing to terminate my contract with Virgin, and can safely say this is the worst company I have ever had the displeasure of dealing with not to mention the fact that the range of my router is far worse than the several year old sky one I have been using previously. AVOID.
  • Reviewer
    Location
    Stourbridge
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    I had six months of unusable broadband service. Ignore the promises of automated refunds... The service needs to be fully off for extended periods to get this. I'm my experience, service will be unusably slow with regular periods off and on. They refused to refund at all even though they were well below gauranteed speeds.
    Customer service was almost none existent. I had to work very hard to get acknowledgement and engineer visits. Finally Street cable was modernised fixing the service, but I've now left for a company with actual customer service.
  • Reviewer
    Location
    Paignton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Absolutely awful service. We were rebooting the router 3 times a day to reconnect the wifi. Eventually an engineer came out and installed a new router - now nothing works at all.
    We have tried on three different occasions to contact Virgin and each time they hang up after 20 minutes.
    If you run a business, please, DO NOT USE VIRGIN MEDIA
  • Reviewer
    Location
    Norfolk
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This company is the worst I’ve ever had to deal with. I helped a pensioner with her contract as tv part was too expensive, so after helping got a price for phone only, was sent emails and said would phone next day this was back to February 2023 never received call. Week later they phoned this pensioner she said about it they had no record even when I had emails with contract.
    This person then decided she did not want them at all, so we found her a cheaper mobile phone deal as all she wanted was a phone. So we contacted to cancel and a date was arranged for equipment collection on a Sunday, she stayed in all day as was worried and no one ever turned up, not even a call, we phoned at the time date was arranged, got cut off call so after phoning again taking over an hour spoke to someone, who then confirmed it was on there system. What a bunch of liars. Week later they took more money from her account, this was ending up hundreds of pounds of money she could not afford to pay. So after this she went to bank and cancelled her direct debit bank said let virgin know. She phoned them after some time talked to different departments again said I’ve had enough and cancelled my direct debit and put phone down as they, upset her once again with stress. Week later she gets a letter saying to pay her bill or get cut off, which is what she wanted.
    This company has the worse customer services I’ve ever contacted, everyone lies, all they want is your money. I’ve contacted CEO of Virgin media reply with info but never hear again, seems all he likes is his bonus. Richard Branson should be decussated disappointed with how his company name is being treated. Looks like we are not the first of thousands of complaints. He needs to step in and make his company great once again. As as it is I would not recommend this company like this. Please pass to anyone that can help.
  • Reviewer
    Location
    Grimsby
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    For reliability of service probably the worse ISP provider.The internet has decent speeds but it's not much use when it is regularly down.Id honestly recommend if internet is your top priority to shop elsewhere even if it costs more 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.