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
    3.2 stars
  • Reliability
    3 stars

Based on 1110 customer ratings since 2023-02-21 (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.

4,651 Customer Reviews over 466 pages

  • Reviewer
    Location
    Swindon
    Reviewing
    Virgin Media
    Date
    Comments
    Terrible service no help from the child who delivered it as he was on his phone talking...since I plugged it in it still isn't working. Arrived Saturday and now a engineer has to come out Tuesday...but of course they've taken the money from my account....shoddy service !!!
  • Reviewer
    Location
    Warwick
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Broadband speeds are consistently lower than advertised and drops out multiple times a day. The temperamental connection makes working from home incredibly annoying.
  • Reviewer
    Location
    Exeter
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The WORST.

    Do not use this company, honestly, it’s a plea from the heart. They are simply, horrendously, irretrievably awesome. I am saying this as someone who has been with them for 20+ years now - Telewest before it was even Virgin Media!

    Customer Service is non-existent. Call the call centre and wait 2-3 hours, try on line chat and never get a response or wait 3-4 hours at best.

    Broadband in recent years has absolutely fallen through the floor, for the last 8 months I get dial-up speeds and a TV that is so poorly linked to the internet that you can’t watch Disney, Amazon, Netflix etc. This is despite my house being about 10 meters away from the main ‘box’
    Advertised and bought a package that should give 1TB and I get 1MB. No one will help and nobody there could give less of a monkeys. Both my wife and I ‘work’ from home - i put this in inverted commas because we can’t damn well work! Teams calls? No chance!
    Open a web page? Better make a cup of tea while you wait? Download a file? Pop to the shops and do the weekly grocery run.

    I say it again, DO NOT JOIN. If like me you are already cursed to be with them, get the hairy heck out of there as quick as you can and join someone who actually cares. If I could give them 0 stars I would.
  • Reviewer
    Location
    Hertfordshire, UK
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I’ve been with Virgin Media for around 6 weeks.
    I’ve had nothing but problems and had to phone customer service 6 times!
    Their customer service is absolutely awful. They’re based in the Philippines and don’t let you speak, constantly talk over you and can be very rude!
    They try and sell you packages but don’t explain in detail what they include.

    I recently upgraded my package to M350 volt broadband, landline and 360 box.
    But none of these services have worked for 7 days, as they cancelled the package!!
    Waited 3 days for them to call me back, and I heard nothing.
    I had to call them today and waited 45 minutes to get through.
    I now have to wait an additional 8 days for an engineer to come out!

    Dreadful!!
  • Reviewer
    Location
    Essex
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I am absolutely fuming and appalled, at the way your overseas staff spoke to, and treated my daughter.
    Who for your information is disabled.

    She also has verbal palsy, so her speech is affected .

    It was only a few Months ago, that I suffered a heart attack, and had issues with your overseas staff treating me as if I were an inconvenience.

    My complaint is that, my daughter tried phoning your company, and after an hour plus of being on hold to the same track of music, finally spoke with someone who refused point blank to help her.

    I am an emergency service worker, and I find this manner verging on contemptuous and unacceptable discrimination!

    My daughter had been a whole day without Television or internet.

    But your overseas staff did not care, and we're NOT, willing to assist

    As with a few weeks back when, apparently there was a local virgin media network blackout, she was treated in the same way.

    After hearing my daughter explain how she had been treated, I called a second time.

    I had been over 51 mins on the phone with same music blaring, and no answer, and then for someone to cut the call.

    Earlier on with my first call, I was told, the issue will not be fixed until Wednesday, and being told there may be a fee to pay!


    What time of service are you providing these days?

    Not only have I served HM forces, I worked tirelessly through the corona virus, putting my life on the line, only to be treated with contempt by virgin media.

    I will be taking this matter up with Ofcom , trading standards, BBC Ones Watchdog, and Panorama.

    I await your pre rehearsed response.

    Should someone have the integrity to call me and explain why your staff treat disabled customers in such a disgusting manner call me.
  • Reviewer
    Location
    Telford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Customer service lies, they do not have contractors who will set up the line on time. The contract was signed in July, but no one has installed the cable yet. They wanted to charge me twice the monthly fee for a service they do not provide. The complete lack of control in the company and the incompetence of the management prove the problems they have. I think you are not fit to peel potatoes and you want to sell the Internet. They lied to my children who were waiting for the Internet Update 5.11.2023 Internet still not connected, they sent me bill 87£ with extra charge for unpaid bills. Claim with citizen advice office already done.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Virgin Media's service experience has been deeply unsatisfactory. Despite their promises, the quality of service provided is subpar, making it a challenge for customers to receive the value they expect. Furthermore, their cancellation process is frustratingly opaque. When attempting to cancel the service three months ago, assurances were given that the cancellation would be processed. However, this conversation was misleadingly marked as 'dropped,' leading to continued billing for a service that was neither used nor desired. This miscommunication has resulted in an unexpected and unwarranted demand for an additional month's notice, adding to the overall dissatisfaction with Virgin Media's service.

    The company's practices raise serious concerns about their commitment to customer satisfaction and transparency. Not only does the difficulty in cancelling services create a barrier for customers wishing to discontinue, but the misclassification of a cancellation request as a 'dropped' call feels deceptive. This experience reflects a broader issue with the company's approach to customer relations, where the emphasis seems to be more on retaining revenue than genuinely addressing customer needs. The requirement of an additional month's notice, despite no usage of their services in the past three months, further illustrates a disregard for fair and reasonable customer service practices.
  • Reviewer
    Location
    Farnborough
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I would like to compliment Memit in the te nick’s division for his excellent performance and service today.

    He was extremely helpful and helpful as well as being polite and exceedingly my expectations.

    This gentleman it an asset to virgin snd I hope that he is praised and it given a copy of my review.,

    He went out of his way to accommodate me and he put a smile on my face:. He was extremely professional and explained everything in detail for me.

    Thank you Memit for your confidence and reliability. I appreciate all you did for me today.

    You have a very professional approach to life and make one smile when they are feeling down.

    The Hank you once again and keep up the wonderful work you are doing.
  • Reviewer
    Location
    Manchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have requested the internet connection on 26th of Sep , virgin media kept changing the installation date and today is 10th of November and I'm still waiting for the internet connection, despite many calls and promises that the service will be supplied long way before 10th of Nov , through out many calls I felt the lack of transparency and credibility with their customer service , a very low level service and it quite obvious is not governed by a mature process or clear message that they can't serve my area at this point of time and their technical problems might take a very long time to be resolved.

    Watch out of this supplier , because it turns out that their infrastructure is not ready in my area , they locked me for more than 40 days where they are not technically ready to get us connected, if this is the way virgin media locking their customer , I believe they have to be investigated by the local telecomm ofcom authority.

    I don't have an active line that has never been supplied yet so I have requested to cancel the service and they asked my to bear the cost of sending back their equipment back.

    If they have been honest and transparent , I could have the internet a month ago from other suppliers. And if they have an atom of professionalism they should not ask me to bear the cost of sending their equipment back where I never had the service up.
  • Reviewer
    Location
    Bracknell
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    For a communication company Virgin…
    For a communication company Virgin suck. I was off contract and it took me 3 hours to speak to a representative to end my service. One of the reps I couldn’t even understand. They even apply a 30 day period after notification so they sting you for more money yet I had no contract. The website says you can cancel online but the link has a 404 error “page not found”, computer says no. Then they throw you around the company trying other reps to pressure you into taking a new deal at a lower rate. They don’t understand the words “i want to cancel” and around you go. Now they have filed a credit report on Clearscore as a final kick in the gentleman parts, even though I paid my final rip off bill within two working days, they are trying to penalise me, we shall see about that. They only ever put your bill up and if off contract expect it to double. No loyalty for long term customer, pressure applied to try and keep you stay. If Broadband.co.uk had a zero rating I would have selected that begrudgingly. Useless, inept, no customer service and deserve to close down. Suggest person at the top goes and flips burgers for a living but he/she/they would probably burn them. Go elsewhere.
    Date of experience: 23 October 2023

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.