Virgin Media 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
    3 stars
  • Speed
    3.1 stars
  • Reliability
    3.1 stars

Based on 12529 customer ratings since 2018-03-22 (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.

2935 Customer Reviews for Virgin Media

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Reviewer Location Reviewing Date Ratings
Primarily signed up with virgin for gaming (which against popular belief only requires a STABLE 4-5mb connection). Virgin is great at 2am when I register 34mb speeds, and a ping well below 20. My computer is new, and hard wired. But I don't really need useful internet at 2am, I expected and pay money to get useful internet during the day and evenings. After 6pm until midnight, most nights, I've observed my speeds dropping to 2-4mb. The ping results are even worse ranging from 150 to 999. This isn't a slight drop in service that's reasonably expected, this is a failure of service. I can't game at night. A 1000% drop in download speed is completely useless to me. When I ping test, I receive a level of service to various UK severs far slower than someone in New Zealand or California. I'd love to ask virgin, why is my internet in accessing a uk server slower than someone on the other side of the world? This quality of service is a complete joke. Virgin broadband, as well as useless to me at night, is not reliable or stable. How they can produce adverts implying they provide internet that is usable for a whole family? Including myself there are 2 people in the household I live. I only have one device that uses internet, my hardwired PC. How virgin have not been sued for misrepresenting claims of service I don't know. At best there claims are misleading, at worst they deliberately lie about what it is they offer. My 50mb connection is suitable for basic streaming nothing else. Even worse then my old gripes, is that now the level of service is noticeably getting even worse, over the past few months. it's gone from bad to a complete disgrace!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wirral Virgin Media  
STAY AWAY! The most disgusting service provider out there. They rob you and when you are in need they don't do anything for you. The reps give you false promises and most are outsourced so can not help you at all. Do not
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Sheffield Virgin Media  
The original deal seemed to good to be true, 100mb and tv for £30 a month for 12 months. Half way through hey add £3 a month. In the last month the WiFi didn’t work for a week. And trying to contact customer services was impossible. We decide to cancel. Yet 2 months later are still being charged as they didn’t consider our cancellation and charged us a new improved price.
This company model is built on the completely wrong thing. And it’s a scam. Honestly the worst company to deal with.
  • Satisfaction
    2 stars
  • Speed
    5 stars
  • Reliability
    2 stars
London Virgin Media  
The service is unreliable. Every couple of months it is unavailable for extended periods i.e. greater than 6 hours. It is almost impossible to speak to anyone in customer services and normally takes at least 10 minutes before you can get through. When you finally get through all they do is book an engineer which is normally not for another 2 or 3 days by which time the problem has often disappeared. Customer services are never able to tell you what the problem is or when it will be resolved.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
Cholsey Virgin Media  
I have been with Virgin Media now for Broadband since approximately June 09, and so far my experiences have been to the highest quality. The service was fitted and within 1 hour the Broadband connection was running at top speed, hitting a speed test of 9.76Mbps constant for the following hours. The only problem I have ever had with the service was for approximately 10 minutes when I had a speed decrease to 3.24Mbps, this was due to a hardware malfunction and nothing to do with the connection.
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Wednesbury, West Midlands Virgin Media  
I won't recommend virgin media to anyone a lot of money for nothing.
Like everyone says customer service is completely rubbish there's no email service, I call and spend ages trying to get to human and when you do they can be rude and treat people like idiots
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Bristol Virgin Media  
signed up with virgin media 25/03/11 paid them £49.95 for v+HDbox,7 weeks later still no installation. they gave me a installation day of 09.04.11 and then cancelled very late the night before, saying that i needed a drop down cable to my property, and to do this they needed to lift a service pit in the road, and would have to get permission from the local council to do this!ever since then, when ive contacted their customer service desk to enquire about this, they have just passed me about from pillar to post, kept me on hold for ages, and in two situtions just cut me off, after i'd spent ages getting through to them in the first place! VERY rude i thought!im now at the point where they are going to have to sort this out very quick and offer me some sort of compensation to keep my custom! :(
south yorkshire Virgin Media  
Left the company exercising the right to leave during contract due to price February 2013 rises.
Customer service is the worst I have ever en counted from any service provider ever.36000 and rising customers cannot be wrong.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
yorkshire Virgin Media  
Worst internet ever and customer service is one of the worst there are rud and helpless.clueless and worst of all is the way the go on and on with the security details. Jokers
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
Blackpool Virgin Media  
had no broadband and telephone now 4 months and no one still not been to fix it just keeps making exuses rubish customer service just keeps putting you off had my payments for over 20yrs they not bothered wouldnt recomend virgin media to my worst friend
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
tipton Virgin Media  
Terrible customer service, wouldn't answer simple questions and kept offering new offers when I just wanted to keep the contract I am currently on. Very difficult to understand them over the phone due to the strong accent. Eventually sorted what was meant to be a simple procedure as I am moving house but didn't fully complete the process over the phone. Then sent an email saying I needed to update my details online for ebilling which surely would have been easier to do over the phone. I haven't been able to do this as the instructions aren't clear and the website is extremely confusing at times. Looks like I will have to call back and deal with the poor customer service again. Not happy.
  • Satisfaction
    4 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    3 stars
South Croydon Virgin Media  
often very slow and unreliable sorted after lenthy phone calls dispite claims no fault found but only last a few days when signed up promised no limit on downloads yet throttled back regularly due to fair use policy (so the 100mb users can have more speed) be warned
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
chelmsford Virgin Media  
Where to start! These people set new standards of low in customer services. I am working abroad now so makes sense for my wife to take control of our account. It has taken since August last year to do this, in between we have been cut of twice. Over charged, reconnected, had the phone cut of for 3 months and suffered terrible broad bad speeds. the broad has got so bad we called for assistance the guy has finally turned up today late and said not surprised your broad band is rubbish you should have been sent a new box 2 years ago. I thought it was all solved when i threatened the ombudsman and we did get some service to only then find out that they had not changed the payment process from mineto my wifes name and i was about to get a black mark on my credit rating. But you have to struggle on service only slightly better with other providers over the years. My experience of Virgin Care the parasite that is eating away our NHS is not better, company is constant though constantly terrible!
  • Satisfaction
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
London Virgin Media  
VIRGIN MEDIA, TAKE TAKE TAKE used to be good but not these days. If you phone customer service at night you get through to people in the Philippines where you can sometimes hear children talking in the background, among other things.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Swanson, Wiltshire Virgin Media  
We were contacted by Virgin and agreed tto subscribe to their broadband service with an installation date of July 6th. On the install day a Virgin technician called and said he could not connect us bacause the Virgin cable did connect to our house. In subsequent telephone calls we were told it would take 8 weeks, if Virgin could do it at all. On the telephone the Virgin staff were rude to me and refused to let me speak to a manager. Virgin has arranged for BT to disconnect me and we were without broadband for 2 weeks.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Poole Virgin Media  
The fact that I only give them one star is because zero isn't available first they tried taking payment wrong date then after recalling it because it wasn't my bill date I had set a date to ring up and pay been informed my services will work as normal n ther will be no restrictions on my account not only was it a double payment which I wasn't informed about then I was lied to only to wake up a couple days later to my services being restricted and told to get it. Ack on I have to pay money I don't have it's a joke first they miss the payment date then take it out on a wrong day then then they lie then restrict my services and expect a payment on the day to resolve it which as I was told wasn't gonna happen so now I'm left with no services and a bill of 65 pound to pay for while not having my services on for nearly a month not to mention they haven't dealt with my previous network company like they said and I ended up having to pay line rental from both broadband providers for one month to then be told If I cancel I have to pay yet more money coz that all that company is bothered about it's not about the services or the customers it's about how much money they can steal off you your and mine hard earned money is better off being spent for services you'll actually receive never heard of such terrible customer service and service in total if stay away
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Lancashire Virgin Media  
NOT satisfied with the broadband outages that keep occurring quite regularly for at least a week for no real reason and how long it takes to get it sorted EVERY TIME, but EXTREMELY satisfied with the Virgin Media engineer who spent a long time sorting out the fault, which was successful. I don't know his second name but his first name is James and he visited our property on 21/10/2016. Thank you James! He persevered and was lovely and very apologetic
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Bristol Virgin Media  
I have to admit they are not the chepest but have an excellent customer service (they answer within 1-3 minutes, I asked for older bills- they emailed it to me, they give resonable offeres, etc)No internet from any provider is at the maximum speed promise. I have 100MB and I constantly receive around 60-80 , once I had 110MB, but also when is high traffic droped to 40, etc (traffic measured through wifi/ not ethernal cable). Anyway I could still do my things. very occasionally (1-4 times a year) the internet fell compleatly and they fixed it in with 1-2 hours and once overnight (was frustraiting but nobody's perfect) I have been with them since 2011. Initially in Derby then in Reigate. Reading reviews and dealing with other providers( talk talk for instance/over the phone)OMG I prefer virgin media anytime. As over all satisfaction; they are the best you can get.
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Reigate Virgin Media  
I have to admit they are not the cheapest but have an excellent customer service (they answer within 1-3 minutes, I asked for older bills- they emailed it to me, they give reasonable offers, etc)No internet from any provider is at the maximum speed promise. I have 100MB and I constantly receive around 60-80, once I had 110MB, but also when is high traffic dropped to 40, etc (traffic measured through wifi/ not ethernet cable). Anyway I could still do my things. Very occasionally (1-4 times a year) the internet fell completely and they fixed it in with 1-2 hours and once overnight (was frustrating but nobody's perfect) I have been with them since 2011. Initially in Derby then in Reigate. Reading reviews and dealing with other providers ( talk talk for instance/over the phone)OMG I prefer virgin media anytime. As overall satisfaction; they are the best you can get.
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Reigate Virgin Media  
Virgin is the worst broadband provider I have ever dealt with!!! The customer service is rubbish and you need to spend hours on the phone without getting the issue resolved. Do not go for Virgin!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Knebworth Virgin Media  
I frequently work from home and could never rely on virgin media to remotely connect to my work computer. The last few weeks finaly did me in. Why isn't there a 0 score, I would prefer to chose 0. Absolutely no customer care and I've used virgin for years. I have complained about my expensive service and lack of network services for months and told them I'm leaving. I replaced my Broadband and called to confirm that they have cancelled my service as I now get service from someone else. Thanks to Keira and her manager Kenny, I am being told that today is the start of my 1 month notice as the other people I told are not from the 'leaving' department!

I asked for customer service number and was told to cut off the phone and look for it. I asked if they were refusing with the number and Keira said yes she is refusing with it. Unbelievable lack of customer service. I'm now seeing on reviews all over that this is a common theme. No people skills at all and appalling Customer service, if you can even call it that!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Hayes Virgin Media  
I don't have any major issues with broadband or their tv bundle except that is not worth the money they charge you but what i do have an issue with is their rotten customer service. I was practicly shouted at for wanting to leave. Rude and aggressive and for that reason i really wouldn't recommend them to any one!!!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Glasgow Virgin Media  
my bundle is 40MB but what i get is 4.3MB only i do the test through different speed tester i called the customer service to complain it took more than five minutes and i got nothing as usual
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
bradford Virgin Media  
they don't care about the service, they care only about money, they offer you something but they charge lots more for no reason
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Welwyn Garden City Virgin Media  
One of the worst company I have ever came across. I was moving the house so I went to Virgin media local store back in December. They told me that your installation will be done by 24th of December. its mid February and they are unable to install and always come up with different story..
  • Satisfaction
    1 star
  • Customer Service
    1 star
SLOUGH Virgin Media  
ABSOLUTE B******S - IF YOU'RE EVEN CONSIDERING VIRGIN MEDIA OR MOBILE, SAVE YOURSELF AND GO ANYWHERE ELSE - PAY MORE IF YOU HAVE TO!

The internet constantly shuts off for hours on end. They put it down to 'maintenance works. No heads up, no advanced warning. When you finally give in and call, they give you an incorrect estimate for the time it will take to get back online - further messing you about in making alternate arrangements for times when internet is absolutely necessary - doing a masters degree in my case. They refund you at best 73 pence (or similar) as a 'daily maximum reimbursable amount' and have or show no compassion to any of the previous instances you've had to face as a consumer. I'm shocked they are still open and receive new business, a company like this should have dissolved long ago. I warned the representative I would be documenting my experience online to which he said 'you are within your rights to do that'. He showed no remorse in loss of consumers and it became clear, Virgin - as a company, simply do not care for existing customers. I cannot wait to change company, only reason I can't is because I'd be 'subject to an early termination fee' which I am not going to be paying.

I truly hope if you are not with Virgin and have read this message, you save yourself a long future of poor internet, poor customer service and hours lost on phonecalls with practically 0 resolution.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham Virgin Media  
Don't use Virgin Media, you cant trust them and very bad Customer service
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
London Virgin Media  
I'm on the 50mb/s deal and we have been for a while now. the problem has been persistent for almost a year now where speeds would go down to about 1mb/s and under during peak hours (i.e. around 6-10'ish). I must have called them a couple dozen times only to be told the same thing; that it's a temporary problem. I then went onto their forum to seek answers, someone finally replies and after a few messages back and forth i'm told that there's a peak time fault in our area that causes the speeds to go down that much since the majority of the area are on VM. I ask if it will be fixed or not and they said that they would work on it from now till December where they will review and conclude if the fault still exists, if it does then they will continue working on it. 2 months ahead and the problem is still there; everyday the internet would go to a point where pages take minutes to load deeming the internet unusable for a couple of hours (a blackout if you wish).
Considering they have a large number of customers in our area, who i'm also assuming are experiencing the same problem, it's outrageous that it's taking so long for it to be fixed.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
Manchester Virgin Media  
I was with EE but have been having issues with poor speed. VM are providing 100mb for £38/m which is an increase of 75mb for £5/m extra.

The guy on the phone was clear and it was easy to set up. They kept me well informed and engineer turned up on time. Didnt take long to set up as the router is kept next to the external wall.

If you have 3 floors, the router won't reach the top. Buy a wifi extender. Don't pay VM for it as it is a £60 installation charge and £50 for the extender. Complete rip off as it is plug and go! Go to amazon/argos and buy it. If you pay more you'll get faster speeds. I paid £30 and am getting 35mb.

In terms of speed - varies greatly. I find the router itself useless. My Ee router which is 2 years old is better and reached the loft without a drop in speed. If there are any walls at all speed dropped by upto 50 megs.

Feel really disappointed with the router's performance. You expect better as they rave about their new cables.
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    3 stars
Walthamstow Virgin Media  
I have two virgin media accounts and can tell you in my honest opinion to avoid them at all costs.

They will bill you in 2 months in advance whenever they feel like it without giving you notice half way through your contract. This has happened 3 times in my one year contract.

The customer services is terrible. I wanted to set a credit limit on the account but they said that wasn’t possible. Then I asked for the manager, he said it’s poissible but only through another department... went around in circles to find out this was the same department that I got through originally.
Another time they billed me wrongly, the were refusing to take ownership, got passed around many different departments until the call centre man in India told me to F off and hung up the phone.

Although their internet is OK, God forbid you have any issues because seriously they are not their to help. I share this opinion amongst other family and friends.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Bristol Virgin Media  
Since last July I have zero connection. They promised so many times to fix it but nothing done. Its funny that they take take money from my account every month .
I don't know what to do with them whether to STOP the direct debit or to wait but for how long this would continue .
I would not recommend virgin for anyone.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Slough Virgin Media  
I have BB(fibre)/TV/phone/multi-room. TV can be broken at time on both TVs. So not very reliable. TV Anywhere very often cannot access programmes. If you are with Sky I would not move. I am stuck here for 9 more months.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    3 stars
Potters Bar Virgin Media  
Unreliable service, up and down like a Yo-yo both on the broadband and TiVo services. Poor customer service whenever we contact them which is around 50+ times per month due to issues, and we get palmed off with half baked excuses and promises that it will be fixed by x time. We're switching to any other provider as Virgin media like most of the Virgin enterprises are appalling and not worth the hassel
Avoid at all costs if you want a decent reliable service.
Wrose, Bradford Virgin Media  
like many other people, when you ring up a major company you expect to be waiting on hold for a million hours only to become irate at the customer service attendant on the other end of the line. but to my surprise this experience was a good one. i was ringing virgin media on behalf of my dad as he was paying ridiculous amounts of money for the most bog standard package and had been doing so since 2007!! i was jubious when customer service said they would see what they could do and ring me back, i expected to be waiting for hours but within 5 minutes i received the call. i was greeted by the friendliest lady (cant remember her name....sam or maybe sarah) and my package was upgraded with the cost lowered and the whole thing was done in about 20 minutes. i couldn't of faulted them. great team and a great service.
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
northampton Virgin Media  
basically poor customer service, no clarity, u can forget refunds, poor connection, rude. anything else. well try it and test ur patience with them. no longer will every get virgin, i would rather not have a broadband. useless, utter useless.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
birmingham Virgin Media  
Constantly without broadband in Central London. And always for weeks in a row. No compensation whatsoever, nor even an apology. It's also quite hard to contact anyone from Virgin Media who has any real idea of what is going on. After spending several weeks without broadband in December, just found out I'm again without broadband for another two weeks. They don't even bother to send an engineer to fix it. Just waiting for hyperoptic so I can set myself free from this nightmare called Virgin Media. Really, the worst customer service ever!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
The reliability is dismal. Their service level agreement is a con as it states 24 hours. However, the 24 hours are working hours so they mean three days.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Wigan Virgin Media  
If you live in this area don't bother with Virgin network issues since November and always takes over a week to fix. Too many broken promises this time for repair the completion time has changed 5 times and has not worked for 10 days if it is finally fixed on the latest guess this will be 13 days. So if you are looking at email in this area buy stamps and send your mail it will at least get there and probably quicker
Hatfield Virgin Media  
I am paying for 20mbps. I struggle to get above 6.6. The Modem was replaced 6 months ago and again its messing around. Customer service is automated system with an average of 45minutes hold listening to brain damaging music. When you get through they want your home wired network pulled apart and the modem plugged in directly.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Reliability
    1 star
Belfast East Virgin Media  
Been with virgin yrs last year give me ne wifi hub had engineer said these hubs are poor signal for wifi using iPad few feet away then bought net gear router for wifi and used there's as modem I told them signal poor paying 57 pounds for tel and broadband only cancelled contact nothing but Cowboys and rip off merchants been trained by dick turpin
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
North shields 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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