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
    2.9 stars
  • Speed
    3.3 stars
  • Reliability
    3.1 stars

Based on 907 customer ratings since 2023-06-17 (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.

4,691 Customer Reviews over 470 pages

  • Reviewer
    Location
    Northampton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    Comments
    I have a gigabit line and problems with Wifi signal in my house, they sent an engineer out to have a look, the engineer said I need 3 boosters to get full signal, due to the type of house.

    Instead of solving the problem and sending me out the boosters they’re now telling me to struggle for another week then they’ll send one, after that one they want me to struggle for another week before they’ll send me a second one, then stuggle for a third week and they’ll send me a third.

    What sort of backward company is this?? Why not just solve the problem? You know what’s needed, your own engineer confirmed it. Just solve the issue!
  • Reviewer
    Location
    North London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Virgin Broadband is terrible! I switched from Sky to Virgin broadband on the basis that they contractually guaranteed faster speeds. After waiting weeks, they drilled a hole in my wall, stapled down cables and installed their router. The download speeds in every room other than the room where they installed the router dipped to around 6mbps download speed. I complained to Virgin and they said they could fix the issue if I paid £8 extra a month for Wi-Fi boosters in each room.
    My experience with Virgin has been terrible. I’m paying more for worse download speeds. I honestly wish I had never switched from Sky.
    I do not work for and I am not in anyway affiliated with Sky or Virgin.
  • Reviewer
    Location
    Amesbury
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    recently purchased Virgin Media 550, of course on the rosey promise of Wifi conection in every room etc...

    Having moved in to a new house the port was already installed, so placed it in all good. Less one room upstairs at the far end of the house that struggles for signal and happens to be where 2 kids are.

    so I contact Virgin to ask for booster equip or to move the connection - £8 a month or £100+ to move it. What? When I questioned about there stated guarantee that was both verbal and in writing it seems it not true just a lie??? They wouldnt budge on it.

    Only room for compromise was if I was disabled or wanted another random contract with a O2 simcard. So just for clarity your money isnt the same if your not disabled and you need to pay more for the pods each month - or get rail roaded into an O2 contract for more money a month........

    Needless to say I went on ebay and jist brought one for £12, Virgin are an empty tracksuit promise world but dont deliver, and dont get me started on bouncing around about 6 call centre staff who may well be based on Mars judging by the conection and langiage barrier. And when questioned on the integrity of the intial Virgin offer just hung up!

    All in all very unsatisfied hate been lied to and then discriminated against for not been disabled or wanting an O2 contract, The poor excuse of it the walls my personnel favourite I dont live in a green house so there will be walls if you cant provide what you state to entice customers then dont say it.
  • Reviewer
    Location
    Warrington
    Reviewing
    Virgin Media
    Date
    Comments
    This company rip you off and blame you and your house for having no broad band. I have been with Virgin for many years. Since January I have had an intermittent connection. Every time I contacted the customer service I was told it is my house that is the issue and that there are no problems with the connection. I have not been listened to at all. I finally had an engineer a few weeks ago who said the issue is a weak signal from the box outside my house which was the issue, and increased the strength. My signal was still intermittent. 10 days ago another engineer told me that the wire from the box is damaged. He did a temporary fix, and said that I would have some signal once the green light stopped flashing - shouldn't be long - and left. I had no signal whatsoever since then. I was told someone would be out that evening, then received a text saying I would have to wait another 3 days as I was not a priority. A third engineer said the line is damaged. I received a follow up call from the same man who had previously tried to blame the layout of my house (although he admitted he didn't KNOW the layout of my house). He said 'the engineer report says that the fault IS with your house'! He had said nothing of the sort so this was an absolute lie. Yesterday Virgin's 'pull-up team' came and told me that the council seem to have cut the wire, and that they have to contact them before they can fix the issue. I get charged £51 a month for not having the broadband I pay for and being accused of saying the issue is with my house and me. I agree it is my fault as I have stayed with Virgin. I contacted them again asking to exit the contract however was told to pay £288 despite it being their fault and them not ready to fix the issue . Stay away from these thieving company. PLEASE EMPLOY SOME ONE WHO FLUENTLY SPEAKS AND UNDERSTAND ENGLISH - THIS WOULD BE A GOOD IDEA OF WHATS CALLED SERVICE. Whilst each engineer has been pleasant and polite, the customer service team on the phone have been beyond frustrating. They do not care at all.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Applauding service and coverage in my area. Staff were evasive when internet speed was questioned. The technician in that fitting my box made fun of my disability in my own home which was very embarrassing as it was in front of my sister. I would strongly recommend avoiding Virgin Media, and beware of the exit fees. This company wanted to charge a hefty £800 early exit fee because I wanted to leave because of poor internet service provision.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Absolutely the worst decision ever, from the 1st day With Virgin it’s been awful, absolutely disappointment
  • Reviewer
    Location
    Borehamwood
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    it works then stops last week stopped 356 times this was agreed by virgin. Who said not eligible for compensation as not off continuously. Still intermittent. Pay for 100+
  • Reviewer
    Location
    Wallis
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Would give zero stars if possible. I would recommend that you avoid this company as they do not care about the customer. Try to woo you with offers if accoint credit that never materialise. You WILL have to endlessly chase this up and speak with people from.abroad with heavy accents that are difficult to understand. They will also struggle to understand you, the paying customer. You're first bill will be wrong and of course this will be as hard to rectify as the promossed account credit. By this time you will be well out side the cooling off period and will, therefore, have over £300 of early termination fees applied to an account that was active for a month and a half.

    Your formal complaint at this point won't even be looked at as the advisors are told to escalate them to deadlock immediately rendering your complaint pointless. You will them have to use the ombudsman service to look into the complaint (who I am sure are paid by the ISPs they are adjudicating over).

    You will be left with a negative record on your credit report if you are resolute in not paying.

    Ultimately you're only option is to take them to small claims court. I have commenced proceedings against Virgin Media for wasting my time and getting it completely wrong. I explore you to save yourself the hassle and do not use Virgin Media.
  • Reviewer
    Location
    South Shields
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    3 weeks after install, it started disconnecting. 1st engineer didn't show, 2nd engineer did show, but lied and after 45 mins in my house, said I wasn't in. 3rd engineer thought he'd fixed it, 4th engineer didn't believe there was an issue, 5th engineer cancelled call-out and said nothing. Nearly 6000 router disconnects in 10 weeks. Retentions called after I left contract and promised an engineer.... who didn't show. 7 hours on the phone to them. Now I'm taking them to court..... unless they read this and suddenly fix it.
  • Reviewer
    Location
    Bristol
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I'd give them 0/5 if I could! They've had sooo many chances to improve our woeful broadband, even having visited our home multiple times. We've still been left with p'poor internet, which has been sooooo frustrating, and all they've wanted to do is tie us down to a new contract. We've been counting down the days to leave and it's nearly here. Can't wait. AVOID!

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.