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 stars

Based on 1110 customer ratings since 2023-02-21 (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.

4,651 Customer Reviews over 117 pages

  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    To explain in more detail We have been with Virgin for 10 years, every 2 years we have signed a new contract and every year its gone up quite a bit. We stayed with them because they had the fastest broadband but this year they dont! We dont use the landline so we can get rid of that, we dont really watch anything we cant get on freeview except tnt sports which we can get for £15 a month.

    We would of stayed but we had a dispute where sometime in the last year we found out that they would be putting the price up but if people wanted to leave they could, this was music to our ears! I rang up to find out if this would apply to us and I was told in no uncertain terms that it wouldnt, ****!

    Fast forward about 5 months and the remote breaks, we order a new one and they send us a package with nothing in it (they did the same to us only a few weeks ago and we hadnt even ordered a new remote?!). I login to find out the account number as I needed to speak to them about this only to find out they had been charging us more money for the past few months, I was livid!

    I ring up, I tell them I was told that we wouldnt be part of that and the lady on the phone lied to me about being able to listen to the call from that previous call, she basically told me anything I wanted to hear. We did end up getting this resolved but that isnt the point, I am someone who will hunt situations like this down to their conclusion but how many people wont/dont even know they are being over charged? They must make millions from basically stealing from people and its wrong!

    So our contract is up in a few days, I rang up so I was going to give them 30 days notice just so I didnt get pro rata charges and guess what, they still tried it, I told them that I was giving them notice to cancel and wanted that to be set in place exactly 30 days from what when contract finishes, guess what they did, they cancelled it from that day forward so I had to pay an extra little but of money!

    So they said the best deal they could give me was like £60, this didnt make sense since I had been with them for 10 years and I could get all I needed for £40 a month (although I needed to buy a freeview box or a new tv). I cancel the contract then days later I get a call offering me my package for £40 a month, I tell them I am not interested! Funny how they can just knock off £20 out of nowhere and couldnt be good to such a loyal customer! I was considering going with it but then they tell me (after probing) that they now had a term in place that they can up the price when they like and I would not be able to cancel, no way am I going for that I say!

    So no fast forward some more days and I get an email, this offer is £44 for my package I alrteady gave but its now a "bigger bundle". They say that its for 18 months and even though they will put the price up it will only be inline with inlfaiton 3.9% and after 18 months when it goes up to £80+ we can cancel. We still dont go for it!

    However as time goes on its becoming harder and harder to find a tv or freeview box that works like we want and because my mother is ill and has limited movement we need a remote she can use easily and a system she can use easily. So we decide to go with the deal.

    I sign up online, great I think. Then I get a confirmation email saying the deal is now £40, thats strange, that isnt what I agreed to, anyway we dont think too much about it. Then today we want to watch the football only to find out we no longer have tnt sports, they "upgraded us to a bigger bundle" and removed one of the only things they had going for them!

    This is not right I think, I login to my account but it tells me I am on maxittv package, this package has tnt sports?! I spend all day on whats app because their phones are too full of people likely wanting to cancel or to sue them! They tell me that I am not on maxit tv but mega tv 3, I thought maybe I was still on the old package until the turn of the month but that wouldnt make sense since if that was the case I would still be able to use tnt sports.

    The amount of reviews I have read that say the same thing. This company needs a class action lawsuit against them, they must owe millions to people. They are theives, they are scammers, they lie and there is no recourse!

    If I did this on the street, if I sold someone a bag of gold and they find out its actually lead, I get arrested, but Virgin are able to carry out fraud on a national scale and its fine. I am so upset about this I can barely type fast enough. Its disgusting.

    But I tell you what, go with a broadband provider and get freeview! Who watches sky cinema anymore? You can get tnt sports cheap as a solo deal, no one uses home phones so get rid of it, sky sports is the big outlay but again its likely you can get broadband for like £15 a month and a sky sports package for £30. Skysports with virgin broadband likely costs £60+

    Do not go with them, they will put your price up whenever they feel like they, when you call up, unless you have some real tenacity then you will be exhausted and give up. .
  • Reviewer
    Location
    Whitton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      5 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    close to useless. whenever there is vistors around eg including me and my family theres 5 people, the wifi stops working and the connection is really bad, even if you're sat next to the wifi. My friends stopped coming over to my house due to the wifi not usable and they can't contact anyone in the outside world using the wifi. Made me pull my hair out as it lags for the 15th time within 5 minutes.
  • Reviewer
    Location
    London, Walthamstow
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    My contract started on the 13th of June and beforehand we specified on the phone that I have no cables whatsoever and they need to sort this out.
    Engineer crews often came and couldn't install cables stating that a cable re-pull needs to be done outside of the block first.
    Since then I've had over 4 appointments of them doing this pull work but somehow they still can't manage to do them and they never gave any explanation of why this work hasn't occurred, only making different day appointments.
    In the meantime money has been taken from my account for billings and services I am not even using...
    Currently, I am looking for ways to legally seek my rights.
    Avoid this company they are frauds and will give you only extra trouble and problems.
    They take my money and I've never even used their services not to mention the fact I have to call them every week and explain my issue from scratch every single time...
  • Reviewer
    Location
    Telford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Don't sign an internet contract with Virgin. I signed the contract at the end of July. In September, a technician who only knew how to install a socket on the wall arrived and said that a team would come in three days and install the cable. They set the date three times and three times they didn't show up and they wanted me to pay for a service they didn't provide. They ignored my complaints at the customer service office, disconnecting the calls and saying they would call the manager. It's the end of October and I still don't have internet from this company. It's very sad when children ask why there is no Internet, I told them how Virgin ignores customers.
  • Reviewer
    Location
    Blackburn
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Avoid!bad Costumer service my bills very expensive I asked to cancel then call me back told me they make discount and second bill more expensive!after I call again they make appointment to call me back and still nobady call they don’t care about old costumers.And when want cancel contract need to wait 2 hours tomorrow just I will cancel everything !never go back to virgin media!
  • Reviewer
    Location
    Torbay
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    After the last year of repeatedly rebooting system, we have given up with this company. So called customer help line is a totally waste of time. You might as well be speaking to a brick wall for all the help they give. They make promises that are never kept, send the wrong technician as they call them. Who when arrive know within seconds they cannot help the customer. The whole street knows what the problem is but VirginMedia will not deal with it. It’s out of date cables that have been damaged underground. Well we are voting with our wallets we are going with your more helpful competitors. We had the whole package at £150 per month with you. Bye.
  • Reviewer
    Location
    Harrow
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      4 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Avoid Virgin broadband at all costs. This is a dishonest company out to trick customers in this difficult financial situation.

    They entice you in with a low monthly cost, give you poor broadband and wifi and then when your contract ends, hike the bills up to more than double. They then will only refund the hike, if you stay with them.

    So many customers say the same. Virgin should be embarrassed, but are not because they are a dishonest deceitful company out to rob people in an already difficult situation.
  • Reviewer
    Location
    Northampton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    This provider deserves a zero for customer service. It does not exist, they renewed my contract despite telling them not to. It is impossible to dispute their billing me for a contract I did not sign for. To all new customers - STAY AWAY. It is impossible to end or cancel a contract. You will not have access to them when you want to leave. They cheat and it is the worst provider I have come across. Do not be fooled by the introductory customer service, you will hate yourself when they make it impossible to quit. They should be banned from operating on UK soil.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I would rate at zero stars if possible. Stay away if you value your time, money and sanity.

    This company is a complete joke. I was falsely charged due to some internal mistake - fair enough - and they acknowledged this mistake. Great. However this is where the journey begins.

    After reaching out OVER and OVER again, each time they admit something went wrong, and confirming to me that a refund has been processed, but it never has. This has been going on since last april (so 6 months now). I have been chasing a simple refund that i am entitled to for over 6 months. Each time i reach out, i am assured that this time it was processed correctly. It has not. This is an ongoing experience, and i am writing this while waiting for yet another wasteful response from virgin.

    This company has the most useless, incompetent, joke of a support department that I've ever interacted with.
  • Reviewer
    Location
    Exeter
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Poorest customers service always issue with
  • Reviewer
    Location
    Sw London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible internet service multiple faults nearly every day totally unreliable and slow performance. Ringing service desk achieves nothing of value sometimes down to a fault and told to wait other times they just say it's not a fault and ignore my statement of slow or no service. Terrible service terrible customer service will avoid for all future contracts
  • Reviewer
    Location
    Plymouth
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Broadband hasn't been delivered since yesterday evening. You cannot get to talk to a human. Talking to a BOT produced false deadlines for it being resolved. First 1200, then 1600 and now nothing. signing up for text updates has produced not a SINGLE update today. Clearly Virgin's network isn't being maintained properly. Clearly it has cut its investment in staff as it has nobody available to help, and the problem isn't being fixed. Shame on Virgin. A legend for poor customer service.
  • Reviewer
    Location
    Twickenham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    We have been with virgin for 10 years. Every two years they put the price up and we stayed, mainly due to their internet being the best at the time and there being no real competitors. I have to be fair, their service worked 95% of the time perfectly (although when I used to play ps5 till late my internet would suit off at 1230ish every night for about 15 minutes, we never did find out why that happened?!

    However we got wronged by them recently, when I found out they would be putting the price up I called to see if it would affect us, I was told it wouldnt. Only to find out months later that we were paying £20 more! To be fair they had sent an email but this was later and we had already been told it was nothing to worry about. I called up, I was lied to by the adviser but after another phone call they did trying us.

    We have now put in our notice to leave when the contract is up in November. The fact we have been with them 10 years and the still charge is us such large fees is disrespectful! Ee on the other hand really look after us for such a long mobile phone contact!

    Virgin used to have a monopoly on the fastest internet but now they don't. We don't have any special packages except bt sport (we can get that for £20 a month with ee), we don't use the home phone and mum only watches Freeview and aids she pays for separately. Community Fibre offer 1gps speed internet for £20 a month, we have a freeview box and recorder, what's the point of virgin now?

    They offered us £52 which we would of stayed simply for the hassle of changing but now they have a great bit in all their contracts which says they will increase their fee every April inline with inflation and you cannot cancel!

    Be safe guys, ask these questions.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Honestly - avoid this company at all costs.

    Not only is it extremely expensive compared to it's conterparts (£50 a month for a package I got at £27 a month with Community Fibre) the customer service is absolutely horrendous.

    When I moved house, and opted to take them with me, they re-entered me into a new 18 month contract at double the price, without my consent. I only found out on receiving a shockingly high bill for the exact same service I had before. I'm pretty certain that's illegal - a contract can only be entered into with the express permission of two parties. When I told them this, they initially said I had to pay a fee to leave early. You can also repeatedly call and speak to different agents, have "notes" made on your accounts, but actual change doesn't happen. It's only been when I've escalated things to management that any changes have happened. Mind you - Management said they'd call me back the same day, and it was 3 weeks before I heard anything.

    The staff are rude, overfamiliar and don't seem to know basic information pertaining to their company and jobs. EG One person will tell you you'll receive credit refunds as a payment onto your card, another will say it's a cheque. Simple processes, totally different responses, but they both guarantee they're right. Also, they have ZERO tact, and don't seem to recognise that part of their jobs is understanding the consumer, not being rude, abrasive and patronising.

    Now for the broadband - it didnt even stretch from the front to the back of the house. I've changed providers and it's now working brilliantly.

    Stay well, well, well away from Virgin Media.
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    18 month contract and reliability was a common flaw. 50mbs speed was guaranteed but often it fell under 10 - in a household with 3 devices.
    The email providing notice my price was doubling didn’t arrive hence they’ve caught me with an additional bill.
    Service was shocking and all hidden behind a chat window making it extremely difficult to converse with and get a resolution.
    I would warn everyone with Virgin that their pricing is eye watering with my bill going from £24 to £51 so make sure you cancel with 30 days prior to your end date.
  • Reviewer
    Location
    Devon
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Have been with Virgin Media for several years. Now being charged £81 per month for 200 mb of broadband and a landline we do not use.

    We are moving to Plusnet where we get 500mb for £35 per month.

    We have tried to cancel our account with Virgin but without success. They do not answer the phone, the online chat does not allow cancellations, so they suggest we write to them. This is 2023.

    Ofcom has opened its own investigation into Virgin Media's compliance with its handling of contract cancellations. It has evidenced that Virgin has not complied with the rules.

    Avoid Virgin, they are expensive, dishonest and do not play by the rules.
  • Reviewer
    Location
    Glasgow
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Just Awful. If you have shares in these Jokers..dump them.
    This is a company going down the tubes
    They Cancelled my 7 years old account because a neighbour with a similar address wanted to join.
    Over a three week period, they could not fix it. I have logged around 40 hours on the phone and been passed around (more than 40 operatives) like an unwanted parcel. Every time it seems a little difficult the line drops! "Offshore", customer care operatives are badly trained, have little idea how their own system works and often just guess..they have even made it worse. In the end, took on a completely new contract and within seven days...you guessed it. back to the 3x 90 minute phone calls in one day PLUS. No TV service, Now find without wifi you have no landline, Hive heating, or of course all the other wifi dependent vital services...banking, email, council services...4 engineers 3 home visits, no one has a clue. No one cares. They know the customers they lose..they'll pick up from their awful competitors.
  • Reviewer
    Location
    England
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Speed
      2 stars
    Comments
    Never buy broadband from virgin media. I was previously with sky which was horrible and overpriced so i switched to the virgin media "264mbps super reliable" package. The only time that I ever got that speed was on the first day I got it installed. Since then i have never gotten that speed, the highest i have gotten since then is 120 mbps - 150 mbps. it sounds okay but it is so inconsistent, most days it will go down from the lowest i have got which is 0.36 mbps to 10 mbps, this isn't uncommon to happen like I said it happens most days multiple times per day. I put the customer service at 1 star because i have tried calling virgin media about the broadband issue, they told me it was an issue in my area and it will be fixed in a few days, it's been over a month now and it is still the same. The person on the phone put us on hold probably 7 or 8 times and on the last time they did, they left it for about 5 minutes and the next thing i know i hear the hang up noise. Yes a person supposed to help me lied and hung up. Not recommended, don't buy virgin media broadband.
  • Reviewer
    Location
    hone
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    oh my god
    oh my god, where to start, the services I receive Inc TV broadband and landline are fab, but iv gotta warn whoever is reading this, customer service is non existent, there is only 2 ways to get InTouch with a human person, 1 call up which in real time reality takes at least 2 hours of ringing n the same 3 tunes whils waiting to be connected, and once you actually get thru to someone, they can't help, and need to put you thru to someone else, which is again the same 3 tunes again for hours again, then if you get thru nothing gets resolved, and you will get offered £5 or £10 good will gesture, which you will never receive simply because this company know you won't ring up again because the pain in the bum waiting times, or you could try 2, online which i really suggest you give this way a miss, i had a problem with all my services and couldn't get thru on the phone so tried this way, i was immediately transferred to warsapp so I could as it states , get in with my day, so here's the punchline, after 3 days if waiting for a reply, I got a reply, but in this reply, I had a conversation about something that didn't relate to my question. this went in for days, with the waiting for a reply etc etc, to where I just took screenshots of the whole conversation along with clear times and dates of all replies to and from and told the operator I'm going to talk to consumer advice, to where i got a reply of i can offer you again £5 for your complaint to be closed, obviously I told him no I'm going to consumer advice, n because iv stated that, I'm still waiting on a reply, to I'm pretty sure I'll not get one, n if I do it will be after 2 or 3 days go by. I'm not saying the companies product is had, because in reality iv never had a problem with the package iv got now, but i think it's only fair to warn new customers about the sheer lack of customer service you will be recieving, it's that bad you won't be able to cancel your product if your not happy within the first 14 days, due to simple lack of customer service agents, another thing to be aware if is the advisors are not trained, some of them struggle to read a simple English sentence and if they manage to get that far they seem unable to understand what it means. so to sum up this review, iv got absolutely no issues with the product at all, but if I could cancel my services without any fee, then i would purely because the customer service iv received is so poor, I'd be ashamed of myself..

    so this has been live for a hour or so and iv had a reply to a review iv left, no more than 2 or 3 hours ago, so let's break this reply down. they are sorry about me not being happy with the service iv received, and it's not of normal practice, so my answer to this is, absolute lies, if everyone scrolls thru all reviews left for virgin media, you will see it's not just me stating this issue, it's every review left, many of the reviews stating they woul of left 1 star if it be possible, so I in reply to your reply, it's not Ur usual practice, ermmm please look at the reviews and see that you have replied with the same message to all of the reviews with a negative review, please tell me how on earth do u expect ppl to use the contact details you have left on all the negative reviews if they are all reviewing the same thing (TRYING TO GET IN TOUCH WITH SOMEONE TO HELP) so in all honesty the details you have left for everyone is NOT going to help anyone because NOBODY that's repeated NOBODY can get thru to your NONE EXISTANT VERY POOR CUSTOMER SERVICE,

    one last thing, I find it very frustrating that the company, namely VIRGIN MEDIA can reply to reviews left with great urgent, but can't pick up a call or reply to there warsapp messages from customers who need actual help.

    YOU SHOULD Be ASHAMED OF YOURSELVES, AND I URGE ANYBODY WHO IS THINKING OF JOINING, THE SERVICES PROVIDED ARE OKAY, BUT IF YOU EVER NEED HELP, OR YOUR SERVICES HIT A PROBLEM, YOU REALLY WONT BE Able TO GET IN TOUCH WITH CUSTOMER Services UNLESS YOU CAN DEAL WITH THIS POOR SERVICE, ID KOOK AT SKY OR BT WHO OFFER BETTER CUSTOMER SERVICE. pay a couple quid more a month if I was you. you will thank me in the long run. please read a few more reviews before making up your mind

    Date of experience: September 12, 2023
  • Reviewer
    Location
    stoke on trent
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    With virgin for 9 years, when the contract end never email or text,so I have to pay £60 per month, I called Virgin to end my contract. Customer service started offering discount if I renew the contract, I refuse it as I happen on my last contract,they just want as to renew. In the end they said that I will have to pay final bill for 30 days notice period . No discount was given in this instance. Where is the customer service in this instance?
  • Reviewer
    Location
    Belfast N.I.
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I was happy with Virgin until I had to cancel. Seems to be par for the course. Customer service deserves -5*. Emails, phone, WhatsApp, chat or whatever it's nearly impossible to contact them. Then when I did they apologised and cancelled everything. Supposedly. Now 6 months later my bill has accumulated and is with Advantis. I told them that I hope they have more joy contacting Virgin. Please, in the name of all that is holy,AVOID!!!!
  • Reviewer
    Location
    Bromley
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Literally the worst customer service. I was moving house and checked whether I could move my Virgin broadband to my new property - their website told me I could, so I requested for it to be moved. I was told the installation would be completed it about two weeks time.

    They then contacted me asking what material was between the house and the public footpath. I told them what the material was, then asked what construction would need to be carried out (if any) - they said I'd need to ask the construction team and immediately hung over. Not the best start...

    I then received an email from them stating the installation date was delayed, but no date was given. So I phoned them up asking for an update - they told me the installation date was delayed by a day, but also said they needed to book in a survey to ascertain what construction was required (they should've reached out to me to book this, but apparently it got 'lost in the system'). So I asked for the survey to be carried out the next day.

    A day after the survey, I received an email from Virgin stating the installation date had been moved to two months time! So I called them immediately stating that two months is ridiculous, especially since I work from home, and that I want to cancel my contract (and not have to pay the redemption charge, since they stated the property was ready for Virgin Broadband). After being passed from team to team, and being told everything from 'you won't need to pay the charge' to 'you will need to pay the charge since the property is still classified as serviceable', I finally spoke to someone who said she'd close the account that was created for my property, and that they'd be reaching out in the next few days to discuss options regarding the account linked to my old property.

    I then received an email the next day stating my bill had increased from £22 per month to £38 per month (i.e. the discounted rate I was promised for another year or so had been removed for no reason). So I chatted to them again, making my frustrations clear, after which they said that both accounts had been closed and that I wouldn't be charged any early leaving fee.

    All was right with the world, or so I thought... I've now just received a bill for £57.66 (I have no idea how they've come up with that number), so I'm going to have to contact them once more to try and sort this out (although I'm not expecting much, as even when they say they do something, it's usually a lie).

    I would recommend staying far, far away from Virgin Media - their customer service is atrocious, their systems are a joke and trying to get a simple issue sorted seems to be nothing short of impossible.
  • Reviewer
    Location
    Harrow
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    What a terrible company - I can see several negative reviews here but the company doesn't really seem to care - regulator needs to get involved at some point as consumers are been taken for a ride. I have been with Virgin media for few years - the company almost doubled on monthly payment recently. I have been trying to reach the company for almost 2 days but after almost an hour hold and "passing game" the call just gets disconnected. They will make you go through hell to disconnect. Terrible terrible experience!!!
  • Reviewer
    Location
    Derby
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Highly unrecommended, I have been a long time customer and all I get is constant price increases. This company offers nothing for the existing customers apart from that. Will be leaving them when my contract expires later this year.
  • Reviewer
    Location
    Midlands
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    NEVER GO NEAR THEM Still stealing from my family 3 1/2 months after cancelling. Who cares what speed it was? I got a cheaper faster deal and Virgin refuses to terminate my month to month arrangement. DISGUSTING THIEVES. See ‘RIP Off Britain’ before you make my mistake, thinking they wouldn’t spend millions advertising, if they were going to *** on customers. THEY DO.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I live on Camberwell Grove, SE5 , in South East London. Service from Virgin has been on a downward trend over the past 12 months. Since 4th August 2023 broadband service has either down completely for periods of 48 hrs, or at best, intermittent over the day. Yesterday it went down for nearly four hours. Since I logged the first issue on 4/08, I have received multiple updates with the 'fix date' constantly pushed back. Originally this was to be fixed on 7th August, now the fix date is 11th SEPTEMBER. It is impossible to get through to someone to register a complaint. I was on the phone for nearly two hours today, and still no resolution. They ignore the emails, online chat bot requests and phone calls for assistance. Virgin Media offer TERRIBLE value for money. We have paid thousands of pounds in bills to them and get nothing in return. Very frustrating and infuriating service provider to deal with. I will be switching provider.
  • Reviewer
    Location
    Wiltshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Awful service.

    Been charged £58 for the last 6 months. I raised 3 months ago that I wanted to cancel and they cancelled it all for me, however I was shortly contacted by someone called Steve on - 07412 560 764 and he convinced me to stay with a package of £19 per month- needless to say, £58 has now come out of my account twice since this 'New deal' was put into place.

    I have called Steve multiple times and no answer. I have also requested DSAR as I will be taking this complaint to Ofcom/Ombudsman
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I recently had the unfortunate experience of moving my Virgin Media broadband service, and I must say it was nothing short of a nightmare. First and foremost, the lack of communication was astonishing. Charges were applied to my account without any prior notice or explanation. It felt like they were just reaching into my wallet without consent.

    Furthermore, the misinformation provided during the process was baffling. I was given incorrect information about the availability of services at my new address, leading to days of delay and confusion. It's frustrating to rely on a service provider that can't get such basic details right.

    To make matters worse, my complaint about these issues was mishandled from the start. It felt like they were more interested in deflecting blame than addressing my legitimate concerns. It's disappointing when a company prioritizes profit over customer satisfaction and fails to take responsibility for their mistakes.

    Overall, my experience with Virgin Media broadband during this move was nothing short of a customer service disaster. I expected better from a reputable provider, and this ordeal has left me seriously considering alternative options for my broadband needs.
  • Reviewer
    Location
    Beeston
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    it worst service from Virgin Media..I moved to new house and transferred the connection. We already have existing internet connection and i want to cancel the Virgin account.. They asked to pay to full contract amount..
  • Reviewer
    Location
    Erith
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Never again 10 years with them try and cancel is a nightmare and they want to charge you for services you have never used. Customer service are money grabbing vermin. The worst providers for service and consistency of broadband. I can tell you when they drop the service almost to the minute
  • Reviewer
    Location
    Bradford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    We’re currently on round 2 of no broadband in a week, we had a couple of days with no internet last week and apparently this time Virgin are aiming to get it back on by 4pm Friday. I work from home, for myself, and can’t do my work without internet access. Virgin are constantly raising their prices for Broadband - which has been fast internet when it’s working - but with the huge amounts we have to pay every month, you’d expect them to keep it running. Two blackouts in a week seems a bit excessive!
  • Reviewer
    Location
    Bournemouth
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    By far the worst customer experience offered by any company on this planet, you spend literally days worth of hours on the phone to them or trying to proceed past pointless bot messages. Its incredibly hard to cancel and typically involves 4-5 hours worth of calls to do so. AVOID
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Customer Service
      5 stars
    Comments
    This is review for the Technician who came out and fixed my broadband.
    Thankyou Colin56690
    He was friendly, knowledgeable, and went the extra mile at the end of a long shift to fix all the problems.
    Virgin Media should follow his example.
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    You already cancelled my account and you keep sending me a bill for £278.40 and now handed this over to debt collectors! Its already been cancelled and your colleague phone me apologizing and I have spoken to you 8 times! You promised this won't happen again and now you sent the bill onto the debt collectors!! Advantis Reference 24428856
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Constant outages with no help. Automated responses, blatant lies from their customer service team mentioning there's an engineer on site looking at the issues. Postponing fixes of outages constantly. Terrible service, terrible company.
  • Reviewer
    Location
    Sheffield
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Absolutely dire service. Broadband might boast being fast, but it's so unreliable constantly drops out. Only get my Internet speed when it suits them.

    Has for the customer service its just the normal overseas call centre that make all the right noises but never delivery. Rang 4 times for the same fault still no resolution. 40 mins a time on the phone to someone who's clearly not that interested in resolving customers problems.

    Sooner my contracts over the better. Least my non fibre broadband was reliable
  • Reviewer
    Location
    london
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    For installation, they give a 5 hour window for their technicians to come round that you can't specify a more specific time within. If you, like me, do things with your day, you might be busy at some points during a working (!) day. I was out on a business call and didn't pick up the technicians call & I live alone. They've charged me £25 for this and now I'm wasting my time with automated phone mazes. Their automated phones say "all information is online" and link you to unhelpful websites before hanging up on you. When you do finally get through to customer service, they give misinformation and are completely ineffective, too, sending you from one impotent "helper" to another. Wasted about 2 hours so far with a new installation date 8 days into the future, when I needed it today. Overall just hope you never need to contact anyone if you have something go wrong with your broadband.
  • Reviewer
    Location
    Herts
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Failed to install after 2 weeks messing me around. My next door neighbour in the same building has Virgin…….
    Have spray painted the pavement and wall outside my property.
    Useless as ever
  • Reviewer
    Location
    Merseyside
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Shocking customer service. The worst I've ever encountered by any company. Called to cancel was offered cheaper package but then was billed double for months and it was denied I was offered the cheaper package. Complaints totally ignored. Extremely frustrating.
  • Reviewer
    Location
    Altrincham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Absolutely awful.
    My step mother has lost the phone number she has had since 1969. She's 90 years old. She was given a replacement number. I have had three lengthy telephone conversations with Virgin Media over the last two months, each promising to rectify the problem in ten to fourteen days. Still no solution and the replacement phone number she was given was also disconnected after that first phone call. Two months without being contactable for a 90 year old woman is incredibly difficult for her and quite disgusting. Shame on you Virgin Media.

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.