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
    3.1 stars

Based on 8340 customer ratings since 2019-07-08 (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.

3446 Customer Reviews for Virgin Media

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Reviewer Location Reviewing Date Ratings
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  
Customer services department is full of Psycho's, even on chat (when they know everything is recorded they are nasty at their best).
When you broadband contract is ending and you are about to pay more they will try their best to up sell you.
The first thing you should say to them is my broadband contract is ending and I would like to terminate the service when it ends....
At this point only they will try to give you a better price and package.
I did a mistake, my broadband contract was about to end and I wanted to sign up for another year, the person on chat was just not willing to extend me to another year unless I upgrade my package to double the speed!
At this point I was pissed off, signed up for another provider and called them to terminate my services, to my surprise they were very polite initially, is there anything we can do about price? I said no I already discussed this, sorry please close my account.
Now they know that I'm sure to leave, their nasty side kicks in....
Sir you need to give us one month notice if you wan't to leave, I said I only signed up for 12 months minimum and after that can leave any time, they cannot do that.

Unfortunately they are in business of providing very high speed broadband, which I don't need....
I stream on TV, computer at same time, while 3 mobile devices are connected and no issues with a 36MB broadband connection....

I'm done with VM once and for all, having used them for 5+ years.....
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Kingston 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  
Worst nightmare ever interned braking down 40% of all contract length customer service just give you false promises and hopes always mistakes and overcharged.
Feeling like not a appreciated customer but beggar
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Birmingham Virgin Media  
Customer service is a joke. I waited for 45 min, but it was the wrong department, said would transfer me to customer service who passed me to faults, waited yet again for a looong time to i hope the proper department. Sky is cheaper and easy to contact.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Cardiff uk 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  
Been with Virgin since before it was NTL, back then it was diamond cable.i pay for medium package broadband, yet my speedtest just done at 16mbps, virgin advertise UP TO 200mbps ! so why am i not getting a fast enough speed to watch a you tube video without buffering and stuttering? i cannot watch a single Streamable tv episode because it wont load or play for more than 15 seconds before stopping and buffering again.
Want to complain? well they say they will answer your call in 2 minutes, 18 minutes i was listening to track after track ! then got to speak to someone in india who didn't have a clue about what i was complaining about.
Fancy having a communications company who don't have enough staff to answer phones...there's plenty of unemployed people in england...oh yes i forgot virgin moved their call centres to india didn't they, nope got nothing good to say about them as a customer-why stay with them? because according to the internet they are the fastest broadband, i can't believe theres worse out there..Finally why do only "NEW" customers get the half price deals??? what about all the years i've stayed with them...where's my discounts for the poor services they provide ! absolute garbage !
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
lincolnshire Virgin Media  
Just moved from Essex to Yorkshire.No virgin cover so cancelled and asked for boxes to return equipment which i was told would be sent. Final bill has arrived but still no return boxes. My wife rang up to pay and they took money fine but would not answer questions about sending return boxes as she didnt know password. Take the money no problem but cant send two empty boxes for their equipment. Well its going to be recycled now as they had over a month and nothing. Useless!
  • Satisfaction
    1 star
  • Customer Service
    1 star
Acres Virgin Media  
Technical Support is Diabolical. 3 weeks no internet.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Edinburgh Virgin Media  
Disgusted Don't ever have broadband off these frauds. Broadband speed up and down and only move 1 room away and lose it. Paying for 100mb got 2.11 today downstairs. Unable to get Engineer round after 6 calls and was cut off after 42 minutes on last one. Phoned to cancel and promised an Engineer today. Waited in all day nobody came. Bunch of liars.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Solihull Virgin Media  
Utter crap. Been struggling with the most basic of things such as emails ect, never mind streaming video. Checked my speeds every day for two months and I'm lucky to get 3 mbps. Paying for 100 mbps. I give up, I'd rather go somewhere else and get 50mbps constantly than put up with all this super fast fiber crap that virgin can't deliver. Very long time customer and disappointed for a long time. Bye bye virgin, never shall you be a problem again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Liverpool Virgin Media  
Been with bt no problem same speed better had virgin for years complete waste of time virgin are a bunch of robbers also can't understand virgin workers ringing up after ended contract be warned stay well clear of them
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Tynemouth Virgin Media  
Been with virgin for years finally since before Dec changed to bt no problems wifi works every where in house virgin would not work with iPad 2mtrs away package came returned all there rubbish hub and TiVo box they are nothing but robbing so so,s
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
North shields Virgin Media  
Unstable connection, Tried to phone up and telling them that the connection keeps randomly going off, They lie to me and try say its fine but its unstable sometimes, I do give them that i got £25 off my bill because i didnt have any connection for sometime when i first joined, Worst experience when i first joined ever, Treated me like crap, Rubbish customer service!, When its working the speed is really good but Broadband reliability is awful!

Would not recommend Virgin Media if you are new to them like i was!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Birkenhead Virgin Media  
The only thing am going to say is, I will not be renewing my contract when it's up. Stick with sky and BT.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    3 stars
Londonderry Virgin Media  
Finally finished with virgin sent me packaging to send TiVo box back at a collection point so I made virgin pick it up with by no problems then virgin said we owe you money after account closed they are hanging on to refund for 45 days.
Would never go back had been with them 10 years service is terrible. The whole lot bunch of Cowboys do not use them
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
North shields Virgin Media  
I got it setup about 1 and a half weeks ago and i wanted the super hub up stairs and he refused and installed in down stairs were i didnt want it!, Not getting the promised speeds and it keeps sying randomly, Got told i had to wait 1 week to get this sorted?, Im new and im already very unhappy... Do you treat everyone like this?, Horrible service!

First time i ever first tried it
http://www.speedtest.net/my-result/4909882683 (Wireless) but it changed and got worse with wireless, (Not a stable connection)

With plugin
http://www.speedtest.net/my-result/4915129177
A higher download speed but a worse upload speed (it changes all the time!!)
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Birkenhead Virgin Media  
what customer service?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
RUNCORN Virgin Media  
slow broadband - I'm on 10mB, not a lot I know, but it shouldn't be this slow.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Reliability
    3 stars
le2 3ga Virgin Media  
Frequent complaints about speed,should be 200 although 300 is available in my postcode area. Always assured it is correct but i know it is not. was told i had to use their system but could not uderstand what that was. in addition to smart tv.We use 4 other tvs all with cable boxes a laptop, 2ipads, 4mobile phones and 1landline
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Nottingham Virgin Media  
The customer service suckssssss. They are just into making money but notto satisfy the needs of their customers. I have recently contacted them for some help to terminate my contract but the representative is rude. Sorry but you are tere to help but not to stress the customer. You shoukd be polite and respectful at all times. Thats your job and you have to stick with it if u cant then thats not for you.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Virgin Media  
Just spent over an hour on the phone just to try and find out if it would be cheaper to cancel 6 months early or continue paying monthly amount until the end of our contract. Couldn’t understand what the customer service team were saying, they said manager wasn’t available and were rude on the phone. Never using Virgin Broadband again
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Well I could go on here , its all been said before about VM... but the best thing is that I left VM nearly 18 months and it has taken VM that time to refund me what they owed me from my last bill ... yes I was fair gobsmacked when a bank cheque for £12.46p popped through my door letterbox yesterday, no explanations no sorry no anything .. well at least I got something out of VM how can I company conduct affairs like this . Good luck to all bye bye VM
and good riddance
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
St Helens Virgin Media  
Since I got Virgin Business broadband almost three months ago, I have several outages, I work from home as an IT person, if I have no internet I can't work. Virgin will be out of service for half a day casually and full day without much explanation. If internet is critical for you then look elsewhere, this service is not business grade.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
london Virgin Media  
I moved to a new house and because the previous owners were using virgin media i decieded to do the same .... biggest mistake in my life . I pay 60gbp a month for what is supposed to be the best internet there is and i have to tell you never in my life i saw such a rubbish internet connection is losing signel every few minutes not to mention i can lod a single video or movie online had to wait for hours on top of that i cant connect to internet on first floor its ridicilious .... i wanted to cancel but they told me i had to pay 240 gbp for cancellation fee which is ridicilious when they cant provide the sercice i sign for ... now i ended whith expensive rubbish internet for 8 more months crazy i tell you .... Never go to virgin media worst provider in uk . On top of that they said they will send technitions but no one ever came .
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol Virgin Media  
I've made a contract with Virgin expecting to have a solution, but I get until now only excuses and sorry, what does not give me any solution. I still expending time and phone calls to hear sorry, I'm unfortunate, exhausted, upset... Can't wait for the next excuses. I've been treated without consideration, as I'm a new client, feeling frustrated since the beginning. That is Extremely abusive. I don't know if it worth.
Redhill Virgin Media  
This is the worst and slowest internet in the world!Disgusting.It is not clear what the company takes the money?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
CM20 2QD Virgin Media  
Terrible service no regard for customer what so ever.... been having technical problem for 10 days still unable to fix it. Fuming
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Holland park Virgin Media  
horrible. connection dies every 10 minutes, speed is a joke
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Southampton 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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