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 7457 customer ratings since 2020-05-12 (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.

3,777 Customer Reviews over 95 pages

  • Reviewer
    Location
    Cambridge
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Don't let anything go wrong with your broadband or bill as their customer service is appalling. When I opened my account I was given the wrong information by the operator and this has resulted in me being out of pocket of £50. When I called for help, none was given and on top of that they could not have been more patronising. If I knew how incompetent their staff was I would have chosen a different internet operator.
  • Reviewer
    Location
    West Bromwich
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    So far been with Virgin Media for 24 months for the first 18 months I had TV (Tivo and V+) Broadband and Phone had been perfect. after my contract finished I cannceld the TV pavkage and upgrade my broadband from 100MB to 152MB now it my first time with VM and got to say the best ever. Even helped me but canceling a 3 months bill due to been laid off. THANKS VIRGIN MEDIA AND THANKS RICHARD BRANDSON NEVER BSKYB AGAIN
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    1 year with Virgin Media so far so good. Our Virgin Media Super Hub is excellent, most of the time we are getting about 50Mbps download, 3Mbps upload and about 20ms ping on a Wi-Fi which is great. The internet is pretty stable. Not the cheapest but you get what you pay for. Can't believe they have so many bad reviews!

    Very satisfied with Virgin Media Broadband. Excellent customer service! Great Internet Speed! Reliable!

    Highly recommended! 10/10
  • Reviewer
    Location
    Barnsley
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      5 stars
    Comments
    Hub slow, Service Poor, Undocumented and Voip Unavailable

    I purchased a Virgin Media Broadband package in January 2018. If I used the Hub (WiFi) I got 3Mb download speed. If I selected the router option I got 50Mb download but no WiFi. The support was poor and when I escalated the problem, the operator never rang back.

    I then tried to move my voip line from one supplier to Virgin Media, it didn't work and there is no information in the documentation to say you can't.

    I asked Virgin Media to close my account immediately, which they did, and I informed them I was not paying an early termination charge which they accepted.
  • Reviewer
    Location
    Coventry
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    in January 2018 i made a request to turn off all services and leave Virgin to go with sky. today, i contacted them to return and they informed me that my account was still live, for 13 months they have been taking payment for a phone line. they informed me that sky should have contacted them and they failed to do so. so i have been stung for £150 for a service i have nt received. in this time no one from Virgin contacted me inform me the line had remained connected and have taken my money. i googled this and note that i am not alone with this issue.
  • Reviewer
    Location
    South Yorkshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Installed on 29/8/2017 very happy with all the services 300 mb broadband in the VIP package, no problems great speed and all communication has been fine
  • Reviewer
    Location
    Stoke-On-Trent
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I just want to give out a massive thank you to the whole of the virgin media team who helped us with our switch. We moved house on 25th of November and moved with talktalk as we were still in contract. From day one we had no internet. After frustrating chats online and numerous phone calls out we finally got an engineer to come out who spent 2 hours at our house to tell us that there is nothing wrong with the line it's defiantly on talktalk side (we previously had 2 engineers cancel on us when we stayed at home). Again after numerous phone calls they just kept saying you will be updated in 72 hours so I decided to bite the bullet and cancel altogether and went with BT as a new customer as it had some good opening offers. Our live date should of been on the 20th of December but guess what? Orange light and when I phoned BT they said would have send an engineer out even though the last time they said it's all talk talk side. I had enough at this point big time right before Christmas! I decided to call virgin and not only did I realise we could get it at our new property the customer service was fantastic! They talked me through everything and managed to get an engineer come out to set it all up for us 2 days later! Not the standard 10 days you normally have to wait! The engineer come out and was here for 2 hours and told us there was some bad news.. the line is to worn and he can't find a signal so he won't be able to do the job (at this point I couldn't believe our luck) he said he would phone his manager and we would go from there.. 30 mins later get a knock at the door two lads are here apologising and put in a brand new line for us and then the engineer come back out and see it all up for us! I couldn't believe our luck I was so thankful and grateful to virgin and the lads for getting this sorted in 2 days outstanding work!

    Simon
  • Reviewer
    Location
    Bedworth
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Have constantly high download speeds with this provider and very little outage time. Customer services are excellent.
  • Reviewer
    Location
    Huddersfield
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    Comments
    I'm actually gonna give credit to Virgin media. We had a problem with our internet while we were trying to watch a movie. During Christmas. We went to the online repair tool and guess what? 10 minutes and the problem was fixed. I felt compelled to leave a positive review because people usually only leave reviews when they are pissed off.
  • Reviewer
    Location
    gloucester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I pay for 'up to 60mb broadband, it has never dropped
    (on test) below 59.74mb and as high as 63.2! 5 stars for this service.
  • Reviewer
    Location
    Glasgow
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    People come online to leave negative reviews but I'm here to say that I've been with virgin for about a year now. Super fast WiFi and good customer service. Good value for the money. Highly recommended
  • Reviewer
    Location
    Croydon
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I've managed to plan to install Virgin 2 weeks before I moved in.
    Technician came in and installed internet in 30 min on the date I wanted. There was an issue with telephone, well still is but I don't use it much so I don't bother. Internet works like a charm, 54mbs/3mbps/8ping. Never had any problem with it. Router is really good, when I had others from other companies I had to reboot them all the time, this one works since 3 months with really good speed and doesn't need any rebooting, maybe they reboot them at night? Never noticed that but I am very happy with customer service, and offer I got and I can recommend this internet to anyone.
  • Reviewer
    Location
    Stoke on Trent
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Over all had virgin install on the the 25th June, install went smoothly. Tech introduce himself, explain to tech were I want services installing and cables Ran.
    Tech ok this wasn't a problem,
    Tech did have problem with the multi room box, but he soon resolve this with a new box.
    Services on whole, good tv takes a bit getting use to after switching from Sky, board band 100 percent better than Sky fibre.
  • Reviewer
    Location
    Wirral
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I have been with Virgin for over 7 years having been with Talk Talk and BT. Talk Talk were very good and having bad experience with BT changed to Virgin because the speeds and prices were better overall.
    Over the years Virgin have never failed to impress me. The current package I have is TV XL Phone Medium and Broadband XXL. The speeds of the fibre optic broadband are brilliant. No bottlenecks. The TV works and the phone line is fine. This however only tells half the story.
    Virgin's customer service is fantastic. They have rewarded loyalty with making sure that my package is always cheaper than for new customers. And they allow me to review it every year to make sure I am still getting the best deal. As an example my broadband speeds used to be 60mb and speed tests showed I was getting 56mb. When I asked about further upgrades they told me that I could be upgraded to 152mb and still have my loyalty deal. In addition they reduced the price further.

    Good customer service can also be measured in response to when things do go wrong. Once again, their call centres, whether abroad or here (can't tell the difference anymore) are on the ball. My issues, whether TV or Broadband have
    always been resolved in one phone call.
    But here is to me the clincher.....I'm terrible at paying my bill on time. Combination of silly pay days and agency working means it's not always at the same time. It takes about 3 weeks for Virgin to suspend the service if you've missed a payment. On one occasion it was suspended so I got on the phone and explained the dilemma I had regarding my wages. The operator agreed to give me my broadband service and TV service back but with reduced speed and services until I made the payment, 3 days. And true to their word, it was back up to full speed and services afterwards. With Virgin, it's like having a mate. Reliable, trustworthy and ready to extend you a helping hand when needed.
  • Reviewer
    Location
    Reading
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I get a max of 49.7Mb out of a 50Mb connection. Customer service has also improved significantly since the old NTL days
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I've just had Virgin package installed (phone, TV, internet)and the service was brilliant! My flat is somewhat complicated and the engineer took about 4 hours to install everything. Brilliant, helpful, patient man! The wiring is impeccable, the speed is fabulous. I've been with BT for decades before finally switching due to appalling broadband speed, quite frankly no idea why I stayed with BT!
    To illustrate - previous broadband speed barely 13mbs/0.3mbs while Virging gives me approx 109mbs download and 5/6mbs upload speed. Vast difference.
  • Reviewer
    Location
    16 Greenleigh avenue,BR52PR
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    On wendsday the engineer came to fix my broadband,we moved and nothing was working.I want to mention that Chris made a great job,he did spend some time but in the end he fixed the problem. I was very happy,he done his best,I do recommend it,a great engineer.
  • Reviewer
    Location
    london
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    we get 160 mb download and 12 upload, for 400£ a year. we used the vcloud code when ordering. no phone tv or that rubbish.
    install on time and professional.

    thing is with most broadband, its just luck of draw. it might be brilliant, it might be awful. so many factors influence this beyond the name of the company who you choose.

    so far is better than we dreamed but it could change, so fingers crossed it stays good
  • Reviewer
    Location
    Bristol
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    We ended up going with Virgin by default. You see, our house didn't have a BT line and again and again we battled to get law-unto-themselves Openreach to install one. We were happy customers of BT infinity in our previous home, even though speeds were never even half of the '76mb' claimed - at least it was faster than ASDL2 and very solid, never going down once.
    We were nervous of Virgin as over the years friends have had various issues with them. But BT just couldn't deliver so out of desperation we went with them.
    It's only been installed a short while so can't comment on longer term reliability the speeds are blazing, with over 100MB frequently achieved, so for us a huge upgrade on BT Infinity. And unlike BT Openreach, actually turned up and installed their line.
  • Reviewer
    Location
    Ashton Under Lyne
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Excellent service provider, excellent customer service.

    Have been with Virgin since they were NTL and they always resolve a problem ASAP - (Very few and far Between)
  • Reviewer
    Location
    birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I have been a customer of virgin media for 14 years. and reading some of the reviews were shocking I have been really pleased with there service. broadband speed fantastic satisfaction all round. any problems sorted within the same day.all my family are with virgin media and we would not change to anyone else.
  • Reviewer
    Location
    Falkirk area
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Best provider i have been with. Problems although i have had few if there are any are dealt with promptly. Customer service is great always very polite. Broadband speed very fast normally and usually get speeds just under 20 mb which is what i pay for.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    THANK YOU! I got a discount on my account and a speed upgrade for being loyal. I want to personally thank Jessica from the Retentions department for being an absolute SUPERSTAR! VIRGIN MEDIA ROCKS!!! The service has always been great but the customer service always had problems. This proves to me that management does care and has been trying to improve. I will stick to your service for years to come and as well continue to recommend you to all my friends and family as the best ISP in the UK.
  • Reviewer
    Location
    22
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      5 stars
    Comments
    None technical issues but customer service is very poor. When I decide to leave virgin media after my contract finished I did it but next day I received phone call from Virgin customer team with “great deal”. They promised me contract for one price per month but after two months price increased without any reason. That is unfair and now if I want to cancel my contract I have to pay cancellation fee. Very disappointed...
  • Reviewer
    Location
    Holloway
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      5 stars
    Comments
    So my Virgin services have been down since the 10th, I've had 2 technicians come out and tell me the exact same thing; One of them even left the bear, live wires hanging out the wall. When I phoned them, they said the earliest they can get my services back up and running is (in their words) 'sometime in February.
    Horrible service provider. looking for a different provider.
  • Reviewer
    Location
    Nottingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Just relocated from Essex where we also had Virgin, which ran fine- broadband being connected by ethernet on that occasion. Was a bit reluctant to go down the wireless route as had heard some real horror stories. but had to by necessity. My main problem was having a 2008 Mac Pro tower with no Airport card installed which I wanted in the attic (every man should have an attic). Didn't want to cable all the way from there to the lounge so (after much research and forum help) got a set of home plugs. To cut a long story short, Virgin man turned up at 1.25 and had finished setting up Tivo, broadband and phone by 2.20 (and was also a jolly nice chap). Homeplugs work brilliantly - getting a steady 50meg speed from my 60meg package. Did a download test - 2.17 gig file downloaded in less than 10 minutes. In summary…very happy customer!
  • Reviewer
    Location
    preston
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Overall a great experience, I got burned by them a few years back and sweared never again but i'm now back as I want higher speeds and that's what I got, i've even had 100.02Mbpps on a few of the tests!

    Some people here keep writting that they can't download a file at 10meg or 20meg and that it's nowhere near.. You don't understand how it works! it's not megabytes per second, it's megabits per second.. Take for example a 10meg connection.. The most you will be able to download at is around 1.2Mbps. Don't confuse your megabytes with your megabits people!
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    Comments
    Unbelievably fast broadband on desktop and laptop (getting over 40mb on both. Kids love the Xbox360 and always host as they always have fastest connection. Good customer service as well.
  • Reviewer
    Location
    Yate
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Left BT 2 years ago as they still insist on extra £17 pm for a phone line PLUS £27 for broadband but Virgin charge £24,50 for 30meg broadband only, and I use VOIP for phone calls, speed usually around 33,5 megs, av phone bill £3-4 pm. Everything done when promised, everything reconnected within 24 hours of moving home, one streetbox problem in 2 years fixed within 24 hours, about to get free upgrade to 50megs, VERY happy with Virgin, could never go back to high price and extremely poor service I got from BT.
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I fail to understand the amount of negative feedback Virgin has online. I’ve recently had Virgin installed and from day one I’ve had nothing but amazing customer service from the Virgin team - they’ve always been in contact letting me know of any changes or dates/times of when things are happening and I’ve had any questions answered. The service is brilliant and has been set up much better than Sky, the engineer fitted everything so neatly and was very professional. Extremely pleased with the swap from Sky as I had nothing but terrible issues with them.
  • Reviewer
    Location
    Glasgow
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Am pleased with Virgin's fibre optic broad band service with speed usually up to 19 mbs on up to 20mbs service level
  • Reviewer
    Location
    Coseley bilsten
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    Comments
    Jason came to fix our phone line and he did a quick and great job
  • Reviewer
    Location
    blackpool
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Very impressed. Easy to order on line, look around for discount codes dont always accept the first price that comes up.
    Good communication. Engineer arrived as arranged and explained and set up everything including my laptop and internet tv.
    All speeds as advertised.
    Previously very disappointed with bt. I found my home powerline didnt get good speeds but that was down to older equipment not supporting the speed. Pleased that I moved.
  • Reviewer
    Location
    Thornaby
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    We've been with Virgin for years. We have only suffered a few occasional service drops and they have been rectified pretty swiftly too.

    We only had tv and internet with the until we. got a phone call on Monday offering us the latest router if we took out a phone line, too. It actually worked out £20 less each month, so we went ahead with it. They arrived today, hooked everything up, and tidied up when finished too.

    I couldn't be happier with the service if I'm honest.
  • Reviewer
    Location
    Coventry
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Was on the phone today dealing with an enquiry that needed fixing and had Cameron from Swansea on the other end of the phone.
    Went out of his way to deal with our request and was thoughtful and understanding. Couldn't fault the service and being told would have a 48 hour call back and then to be called the same day, felt I was listened to and dealt with the situation efficiently and accurately. Saved me paying £300 and would like to say a massive huge thank you.
  • Reviewer
    Location
    Chesterfield
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I was with Plusnet for many years, all was fine until last 2 years, connection began to drop and wifi connected devices kept being disconnected without warning and costantlty. After countless calls to Plusnet I had to leave them as soon as my contract finished and decided not to use them ever again.
    I thought I just gamble with Virgin Media Fibre and not use any of the BT cable supplier and what a decision!, I am on 50mb option (fibre only) and always get at least 53mb speed on wifi. Everything works as a dream so far (2months later) and the customer service is brilliant so far, I only had to contact them once after there was an error on the bill and It was fixed straight away.
    I am very happy with VM so far, installation went smooth and I was connected in no time.
  • Reviewer
    Location
    Rotherham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I've been with VM since the end of June this year ( 2015 ) and I am very pleased overall. The installation was quick and simple and the technicians showed me how it all works. I only had one problem so far and when I called the customer service they were nothing but helpful and sent a technician out within a few days.

    Since then I've had great speeds both with downloading and gaming and no random drops which I frequently got with my previous provider.
  • Reviewer
    Location
    Chelmsford CM1
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Very good service but a bit pricey
  • Reviewer
    Location
    derby
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Have been with Virgin for 10 (odd) years.
    No complaints! :)
  • Reviewer
    Location
    Wednesbury, West Midlands
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    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.

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.