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
    3.1 stars
  • Reliability
    2.9 stars

Based on 7820 customer ratings since 2020-04-21 (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.

3,755 Customer Reviews over 376 pages

  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Great broadband, shame that the moment anything goes wrong you're completely on your own.

    How is it that within minutes of me checking out someone is on the phone with me, ready to talk me through the order process but the moment I commit to the contract I can't reach anyone from customer support? Guess you know where their priorities are.

    We have been with Virgin five months now and I haven't been able to register for an online account because of a technical fault. I've called multiple times and each time I'm told someone from the tech team will get back to me within a week. Haven't heard from anyone. Utter rubbish, I can't view my bills or self serve any of my issues, It's a real pain.

    Will not be renewing our contract.
  • Reviewer
    Location
    manchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst experience of all time!
    On a slightly humorous scale of -1 to -10, I experienced a number of issues, scored as follows:

    -1. They took down the wrong email address ( as they couldn't spell)

    -2. They have no system in place to inform them they have the wrong email address, bearing in mind they're meant to be a digital media company !!!!!!

    -3. They don't have a record of our initial conversation to confirm what was and was not agreed!!!

    -4. The chap who installed the broadband couldn't write, so I didn't have a copy of my account number needed for access if you they don't have your correct email address on record!!!!

    - 5 The installation engineer didn't write the area code (also needed for access without correct said email).

    -6 Broadband speed was no faster than BT.

    -7 They didn't respond to my emails in writing , they wanted to call me about it, this is difficult as I can only answer the phone at specific times.

    -9 (THIS ONE COUNTS DOUBLE) To settle my final bill they wanted to take a final payment then issue a refund by ..........A CHEQUE!!!!!!!!! (digital company- what a joke).

    The only good news is I cancelled my direct debit and insisted upon sending them a cheque for the outstanding balance, at the happy expense of a stamp. HEEE HEEE HEEE ..... every cloud a silver lining!!!!!!
  • Reviewer
    Location
    Lurgan
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    100mb fibre. Poor experience from the very start. Install was rough as could be, no common sense used. External box placed in a terrible location with terrible white cable running along a red brick house when there was no need if any thought was used to position the box.

    Learned at this stage customer service is close to impossible to get. When I eventually got through and got the installer to come back out to rectify the brutal effort he tramped dirt all over the carpet.

    On the broadband itself, drops out and requires a restart fairly regularly. Wifi range is poor and has got worse over time too.

    Setting up an online account is fun too, doesn't work without having to contact them by phone, which is nearly impossible as mentioned before.

    Would not recommend.
  • Reviewer
    Location
    Bristol
    Reviewing
    Virgin Media
    Date
    Ratings
    • Customer Service
      1 star
    Comments
    Called Virgin to enquire about a booster was waiting 20 mins and could not get an answer.
    Then tried online chat so far have been waiting for 40mins and counting just to order a booster because signal is poor in some rooms in house.
    Appalling customer service and will be cancelling contract.
  • Reviewer
    Location
    UK
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    One star says it all really! I have a list of issues as long as my arm since becoming a Virgin Media customer. My advice to anyone considering joining them would be to avoid them like the plague. Unless they are the only provider of fibre broadband in your road. Then you are kind of stuck like I am with shocking non existent customer service and unreliable broadband that constantly drops off the connection or buffers and lags when streaming even though I allegedly have 109mb broadband and only ever have 2 devices running off it at any one time! They will also illegally over charge you and then take forever to rectify their error!!
  • Reviewer
    Location
    UB5
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    DON'T MAKE MY MISTAKE AND RENEW YOUR CONTRACT WITH VIRGIN
    Probably the worst Internet service provider specially after renewing the contract, and the worst customer service.
  • Reviewer
    Location
    Waterloo , Merseyside
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I’ve been getting ripped off for yrs by virgin broadband , they kept me on a leash by promising me it’s going to get better very soon , it’s never worked properly and is the tortoise of the broadband world, but besides that they have been charging me differing amounts on my monthly bills for no reason, I’ve only noticed recently because it jumped from £29.50 to £37.94. Then £37.46 - £46.46 , when I’ve looked back at my bank account they been charging me up to £77 a month for broadband , please everyone check your accounts, I’ve never noticed because of them sending my bills by email which I’ve always had trouble looking at due to poor broadband from them, is this why , so they can charge you whatever they want and you can’t check , my advice would be to ditch virgin all together,
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    I had 12 month contract and the service has been good. I have been with a few different providers and the service I have received with Virgin have been very good. The speed is generally consistent when I have checked. Game downloads are at expected speeds (via Ethernet). Netflix/Amazon Prime have been fine including 4k content. However, there have been a few outages (more than BT that I used before) but still acceptable. Considering the recent Covid situation, home broadband has never been more important and fully utilised across the country, and Virgin have been great.
  • Reviewer
    Location
    Tyne & Wear
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Virgin router is as advertised (very fast) which it is if your stood right next to it. But virgin need to make customers aware that the wifi signal strength is very poor around properties. The only way there offering to improve is the added cost of an extender another £60 per yr. All the staff that I spoke to were very pleasant but when your trying to sell an inferior product you've gotto be a good talker.I had 3 Phone calls from virgin staff offering to reduce the cost if I stayed with virgin. Unfortunatley they can offer all the speeds but they can't offer the coverage without added costs.
  • Reviewer
    Location
    Leicester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If you honest with Virgin media and tell them you have to stop your contract, because of covid you can't afford to pay they will charge you£250. But if you stop your monthly payment they will cut of your broadband and asking the last payment only £24 and Virgin media stop the contract. What a fair treatment for your honest costumers. Disgusting company No Commonsense

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.