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
    3.1 stars
  • Customer Service
    2.9 stars
  • Speed
    3.1 stars
  • Reliability
    3 stars

Based on 8419 customer ratings since 2019-08-04 (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.

3482 Customer Reviews for Virgin Media

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Reviewer Location Reviewing Date Ratings
What a pile of rubbish. Advertising super speeds only to constantly get poor service and intermittent faults. Forget trying to call customer service, they just read a script that tries to bored you to death in the hopes you stop calling. Now am told for the third time that they have an engineer fixing the problem and that others in my area have also complained and yet 2 weeks on and engineer still working on it. lol.
What a was of money and fake advertising. How on earth do they get away with it. So, so, so miss my sky broadband, always reliable and never gives me head aches. Please stay away from this Company they don't care about you. Your a number to them £££.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
london Virgin Media  
Like so many people who have written, I would have given 0 stars if I could. I rarely write reviews, but am so livid that I decided to write.

I believe this company deserve to go under. I don’t wish for any of their regular employees to be without jobs, but their Exec or senior managers capable of making and implementing decisions should be made redundant for total and utter lack of common sense and unethical behaviour.

I have spent HOURS trying to sort out ending my broadband/TV/phone contract. Gave them plenty of notice, even said that if I could sign up with them again once I’d moved (moving in with a friend who’s on a contract with BT), I would. Not now. NEVER AGAIN! Just on today’s calls alone, I held for around 45 mins before getting to the moving home team. Spoke to the guy who answered for 15 mins, he told me that the billing team would deal with my complaint, so I asked to be put through to them. Held for another 30 mins only for them to hang up on me. Called back again, finally got through to billing after another 35 mins, and and then got the same answer.

They sent the packaging for returning the kit to my new address 3 weeks early, now I’m being emailed and txt’d saying I’ll incur a penalty charge if I don’t return it. I’m still paying them for the service! Direct debit of £54 comes out on 13 August, I move out on 10 August and was originally told the final bill would be just over £3. So do they generate a final invoice for this amount? They certainly don’t. They say they will still take the direct debit of £54 and then send a cheque for the credit (yes, you read it right - a cheque!!!). Immediately? No, why stop there. They’ll send it via post after 45 days. What the heck!!! Who uses cheques? And why 45 days you may well ask. Apparently it takes that long to process. Seriously?!

And as if that wasn’t enough to send me over the edge, then the final straw was when I checked whether they had my new address on file to actually send the cheque to. I thought it wouldn’t be safe to assume that as the boxes for the kit had been sent to my new address it would follow that one department might actually communicate with another. Just as well I checked - billing didn’t have this on my account. They do now.

I feel sorry for the man and the woman who I spoke to this morning as they’re just on the other end of the line. I hope that someone senior actually listens to the recorded conversation. Not that they’ll give a flying continental, I’m sure. I had heard that customer service could be bad, but thought that the broadband speed would make up for it. Plus they were very much on the ball getting everything set up, so customer service at that point was good. Please don’t join them just because broadband speed is good. If only I’d read these reviews beforehand, I would have stayed well away.

I don’t expect them to make any change to their systems - the fact that so many people have complained and they’ve not done anything about it makes it clear that they just don’t care. But if this review means that just one person considering signing up, decides not to, then the time I’ve taken to write this will be worth it.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
London Virgin Media  
Used to be good until last week when my services was disrupted over two days, they waited more than 2 hours after the service had resumed to inform me. This week, the same happened, I spent almost 3 hours on the phone waiting for help, approximately 15mins of that time was speaking to someone. New customers are treated better.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Aldershot Virgin Media  
renewed recently after having called them into fix the connection and hub. Got a decent deal or was considering switching.
HOWEVER
1) Customer service is NON-EXISTENT. they use the pandemic as an excuse, but colleagues with other ISPs dont have the same issues. Virgin need an online chat facility but still ahvent got it set up.
2) need it for work but it keeps dropping out all the time so my companies VPN drops out and I cant work. Cant check with Customer services as they never answer and the website tells you their is no problem.
3) despite having a 50Mb connection internet is slow with downloads of websites ( never mind anything else) taking ages. Never seen anything so bad.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Cardiff Virgin Media  
Terrible
Rude staff
Inflated prices And more so the longer you are with them
On hold for hours and then cut off. Couldn’t be less impressed after 15 years!
Cardiff Virgin Media  
Do not use virgin media - ever! They are the most inept company when it comes to pricing and customer service. I spent 2 hours on the phone to try to sort san issue and spoke with 4 different people before the line wdnt dead. Useless - do not use!!! You have been warned!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Nuneaton Virgin Media  
Virgin Media Are nightmare. Just find another internet provider if you do not want to suffer.
here is the reason:

Virgin provide rooted which is some cheap scam. It will not do cover the whole house.
Broadband is not always reliable. There was a time we very 3 weeks without internet.
Customer service:
Try and you will see that once you call Virgin sale team and try to get a new contract you will be connected within a few minutes. If you need to adjust something on your existing contract or you want to cancel you will be waiting on the line for hours. The team is untrained or instructed to not provide you with all relevant information. Staff is not monitored for their performance as they simply hang up on you once they get bored of you requesting help.

You will be provided with misleading information or with any.

Virgin will try openly ,,steal'' ( charge) you with ridiculous unnecessary fees without proper justification of what actually you are paying for.

Extra information for future fulls who are going to try.

If you want to transfer your current account to another person you can. No matter what they will tell you. Just request ,, Transfer of responsibility,,

I know there are no many if any internet provider in Uk who can offer proper customer service or well trained stuff who knows what they doing.
Just do your research before you sign.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Baranova Virgin Media  
Nasty theiving company. DONT USE THEM.
Been with them for 3 years. Every year they would nearly double my contract price with out informing me. I'd have to fight to get them to put it back. Almost impossible to get through to customer service and once you do they are extremely unpleasant (obviously having to tell customers they are stealing their hard earned money). We have had to move house and downgrade after covid so rang up to tell them I'm leaving and got informed they'd charge me £200 for leaving them and had the cheek to offer me £50 back if I recommended them to the next tenants. Unbelievable
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Bristol Virgin Media  
All was good with VIRGIN until I decided to cancel….been a loyal customer for years and would have recommended them BUT UNTIL I TRIED TO CANCEL….I am moving and needed to cancel my contract and virgin do not cover our new address....BUT!!!!!it is near impossible to cancel, took me over 4 hours to achieve this, on the phone for over 2-3 hours cut off twice...told I could not cancel by phone and to go on web site chat....did this again over 3 hours on line and did not get any response during this time.....very disappointed as up to cancelling I would have recommended virgin..... virgin aware on my frustration and disappointment BE VERY SURPRISED IF I GET RESPONSE??..... VIRGIN MAKE IT AS DIFFICULT AS POSSIBLE TO CANCEL...….due to the current coronavirus there will be a lot of people in financial difficulties and they make it near on impossible to cancel....who has time to hang on phone for 4 hours trying to exercise the right to cancel!!!!!!!!!
It is absolutely disgusting the way they treat loyal customers …..on the phone I was told in no uncertain terms I could not cancel via phone..BUT I COULD ADD OR CANCEL SOME OF MY FEATURES ON THE PHONE!!!!!!.....I was told someone would ring me back....never did....asked to speak to a manager ….said I would hold until they were free...I did this for 45 minutes and then was cut off....they had took my number and promised call back if cut off…….never happened what a surprise!!!!!!!!

I am really angry and would never recommend or use any virgin products again

I HAVE WASTED OVER 4 HOURS TRYING TO DO ONE SIMPLE TASK!!!

WHY DON’T THEY ….have link on your personal online account where you can cancel contract??????????????
WHY DON’T’ THEY ...make cancelling contract on phone easy...…

BECAUSE THEY TREAT CUSTOMERS WITH CONTEMPT!!!!!!!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
berkshire Virgin Media  
Earlier in the month, I attempted to cancel my Virgin media broadband. I had been with them for 6 years, however I am in between homes at the moment and wasn't going to pay for internet I wasn't using. The process of cancelling was awful. I spent an hour on hold and then a further hour on the phone. The woman I spoke to on the phone made me reset some security code I have no recollection of making before she would help me. Once we had done that she tried to sell me several packages, get my parents to switch broadband as I am staying with them temporarily and even suggested I just kept paying them for internet I wasn't using (£40/month!!) until I moved into my new property. Eventually she told me my internet was cancelled and that I did not need to pay a cancellation fee as I had paid the month in advance. I was infact owed £14.51 back- win!
A week or so later, I received emails requesting that I pay them £26.50 and threatening me with further action. I tried phoning to find out why I was being charged this, however the automated response told me that the call centres were closed (I had phoned them last week so that's not true....) and I had to contact them via the website. I sat on the web chat for an hour being ignored before investigating my bill online. Turns out they had charged me a cancellation fee despite what I had been told on the phone.
Exhaused and frustrated, I have paid the fee in the hopes that they leave me alone. I tried to make a complaint on their website, but guess what?! I can't because my account has been closed.
I have been appauled by the customer service from virgin media, I have wasted several hours of my life trying to contact them and been lied to by the people that work in their call centres. I will never use any of ther services again, and I suggest you don't either.
  • Speed
    4 stars
  • Reliability
    3 stars
Scotland Virgin Media  

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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.

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