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
    3 stars
  • Speed
    3.1 stars
  • Reliability
    3.1 stars

Based on 11487 customer ratings since 2018-05-20 (Show all time ratings)

Visit Virgin Media   Read our Virgin Media buyers guide

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.

3008 Customer Reviews for Virgin Media

  • Showing page 4 of 76, skip to page 1
  • 2
  • 3
  • 4
  • 5
  • 6
  • 7
  • 8
  • 9
Reviewer Location Reviewing Date Ratings
Got 50mb broadband. No seen much over 3mb. Struggling to watch streaming services like iplayer. Waiting on a reply on complaint after reporting this and getting nowhere. Seriously considering our options at the end of our conttact.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
Barnsley Virgin Media  
*Do not sign up to virgin media*
The services are not fit for purpose. Broadband is constantly down which also means you can not watch tv. Terrible customer service..you will spend half of your time on the phone reporting faults and getting passed round departments, that is when they dont just hand up on you...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Barnsley Virgin Media  
Bottle neck, narrow width, ms jitter is rediculous, server pingsfrom manchester and not home address goving false readings. Pay extra for gamer speed... Im resetin my routor mre than using it. I am realy fed up with them, once my contract is over im going back to adsl or 'fake fibre' as its more stable since virgin need to be entertained by jesters not complaints s they dont know how to interact or respond to simple technological questions ...
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    1 star
barrhead Virgin Media  
The speed is really good. But you can end up with 2-3 weeks of no broadband service and Virgin Media customer service won't help you (even if you managed to get hold of them)
  • Satisfaction
    3 stars
  • Speed
    5 stars
  • Reliability
    2 stars
Basildon Virgin Media  
Awful. It's the only way to describe Virgin. We were finding our internet speed decreasing. in my room, a mere 20 paces away, I couldn't watch Netflix without it doubling the watch time with buffering. So we called them up. And they quoted 6 months free of up to 200, the next day we get an addition charge on our bill. When we phone to ask about it they claim we are now on 200 Mbps download speed. We were quoted this free! So then we test it, it's made no difference! So I decide to run some tests of my own. 6 feet from our router we aren't even getting 90 Mbps (89.68). So I move to our kitchen a mere 14 feet from the router not even 80 Mbps (78.02). Lastly I try my bedroom. We live in a small 2 bedroom flat. My room is 20 feet from the router. I got 16.86! We told them this. They couldn't give a damn. So we told them we will go else where. They are one of the worst companies I have ever had the displeasure to deal with. They were rude, uncaring, and disorganised. We were being told "we've run this test" then passed on to the next departments, they said they will run the same test. Then said the test hadn't been done yet. We will be shopping around. That's for sure. My biggest piece of advise: look elsewhere, don't waste your hard earned money on a company that won't care when they make a mistake at your despence. Good luck to you.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Basildon Virgin Media  
I was having trouble with my broad band for nearly a month
I was phoning Virgin nearly everyday..was on the phone for about an hour every time..and the operator would say that's sorted now..would go off the phone and about an hour later no internet A GAIN..
Eventually they sent a technition out..his name wa Deen he gave me a new box then looked at the wires inside one out and he sorted it..internet be ok so far
Thank you so much Deen..
Basildon Esssex Virgin Media  
I’ve had virgin media for over 1 year now. I was getting intermittent problem now and then but never really paid attention. BUT for over 2 weeks now internet hasn’t been working at all. Everytime we call virgin media they gave told us it will work tomorrow. Everyday for over 2 weeks we’ve been promised that it will work tomorrow. We’ve had enough so now we have cancelled our internet with them. Even so we have to give 1 month notice for what? No internet. Vigirn media haa been very disappointing! I would not recommend virgin media to anyone!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Basingstoke Virgin Media  
On 8 June this year I applied to virgin media for a bundle 100. After four weeks of wondering why there was no activity and making many phone calls I was informed that I needed documentation from the property owner approving my request. This was done and sent to virgin media in July..
I was informed that it would take several weeks to organise so my installation was booked for 22 August.
On the appointed day I waited for the installer. He arrived late and refused to install the cable modem where I requested. I live in a two-storey stone building in the modem was installed in a diagonal corner of the base level. However when he set boxes up he informed me that one of the boxes was not working so he would have to replace it. He also installed a TiVo box which got an error message. He informed me that I should keep turning the TiVo box on and off and eventually it would work. At this point he left.
Imagine my surprise when four days later I was told, on my fifth call, that the error message that I was receiving from the TiVo box meant that the box was broken and would have to be replaced. I was also informed at this stage that because the Wi-Fi box had been replaced I had no Internet because the MAC address could not be changed by people that I could talk to. However it had been referred to someone and it should be done within three days. This took me to Monday, 28 August.
My new TiVo box arrived in the mail. I installed and however it did not work either. Several telephone calls later the IT support people informed me that there was some problem in the system and they would have to book a call to 5 September. That being the earliest call they had available.
On 5 September I waited at home looking forward to having my Internet bundle working. At 7 PM I rang virgin to ask where the installer was. I was informed that the appointment had been cancelled by virgin because they'd been having system issues and they thought that my have fixed my problem. By now I was up to more than 20 hours of phone charges on a mobile call. And somewhat surprisingly virgin media staff were starting to object to my language and frustration.
By now my virgin media farce had been running for three months and I still had no Internet bundle. After several more hours of attempted support on the phone I was informed that a visit by another install would be required to figure out what the problem was. However, it would be September 22 before they could have someone arrive.
At this stage my partner and I decided that the farce had gone on long enough. We would cancel this attempt. However even that was not to be the simple exercise that we expected. Over an hour later we still had people trying to convince us that virgin media was either not incompetent or not malicious. However they finally took our word for it that we were irretrievably opposed to ever having anything to do with virgin media ever again. Interestingly the young lady would not give receive reference number or any other information that would allow us to refer back to the discussion we were having with her. However she did make the comment during this call that virgin media egregious behaviour over the previous three months should not be held against us, and that there should be no charge applied to our account. She even put us on hold for five minutes while she went away and confirmed this.
Imagine my surprise when on 18 September I received a bill from virgin media to services rendered.
So here is my review: if you are so filled with self-loathing that you wish to be messed around and treated as trash for several months virgin media may be a company you wish to be involved with. I personally will go out of my way to inform any person asking any questions of my opinions regarding broadband and media supply in the UK to avoid this group, and I personally will attempt to make sure that I never again have anything to do with this group.

Oh and by the way I am taking the matter of the final bill to the ombudsman.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Reliability
    1 star
Bath Virgin Media  
Just moved house (5 weeks ago) and switched to Virgin Media 'Big Kahuna' bundle. Never had such poor speed or reliability from a broadband service, regularly less than 20MB download, 1MB upload even when sitting next to the hub on multiple devices. Have tired all solutions. Now in process of paying penalty to cancel (putting it down to experience). Won't be touching Virgin again.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Bath Virgin Media  
The harassment and misery caused by this company which I have endured cannot even be calculated since I became a customer. Elderly and disabled people should not have to go through this, but nobody should.

A contract is just that. an agreement between two parties.

When that contract is broken, that is an end, but not with Virgin Media. Before I join any company I want to KNOW what I am signing for, but Virgin media are not at all happy about sending out a copy of the contract first.

They prefer 'verbal' phone contracts and then the difficulty is getting the service you have required. Either with connection faults, or broadband speeds.

They provide what is termed an 'up to' broadband speed like all other suppliers. But if you are only getting 60% of that speed will they allow you to pay only 60% of the bill?

Yes, eventually they might send one of THEIR employees to check to see if a fault is found and then tell you there isn't. Then you are liable to their extortionate charges.

How convenient.

Occasionally you may get a genuinely helpful person at virgin media who will do all they can to help, but this is the exception rather than the rule as the remainder of the staff are either inept of just plain not interested because once they have your money, that is it.

Where is OFCOM in all of this? As far as I can see it is yet another government organisation which has been set up to divert away the attention of the customer into thinking something is going to be done to protect them when all OFCOM is there for is to gather information but they do NOT deal with independent complaints so they are totally ineffective.

When VM first started the service was far better, but with overseas call centres, staff who really do not care ( and if they cannot answer your questions they cut you off) and the goal of trying to screw every penny they can, this is one company to avoid like the plague.





.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Bath Virgin Media  
Don't get virgin media. It is not only agonisingly slow when there is a connection at all, but the connection is highly unreliable. It is impossible to watch any online programme, and downloading anything is a nightmare because it takes so long. I know all broadband providers overstate their service in their advertisements, but Virgin media tells outright lies: "up to" speed claims imply that there would be a connection in the first place. Customer service are never able to solve problems so I no longer spend the long waiting times trying to get through to them. Without doubt the worst broadband provider I have had in 20 years of online experience (ie, even compared to old dial up services).
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Battersea Virgin Media  
A week after changing to Virgin from BT I'm giving Virgin a thumbs down due to slow service or no service.
It's the fastest broadband service at winding you up. I v'e got 18 months of it! So proceed with caution.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
battersea Virgin Media  
A week after changing to Virgin from BT I'm giving Virgin a thumbs down due to slow service or no service.
It's the fastest broadband service at winding you up. I v'e got 18 months of it! So proceed with caution.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
battersea Virgin Media  
Never had so many issues with an Internet provider, you would think it's the year 2000 and we lived in a village removed from civilisation.
Never again!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Battersea Virgin Media  
A happy customer for over 10 years. All gone wrong since April.
After many calls to their off-shore technical help, offering terrible 'fix' advice, I finally asked for the service termination team. Remarkably, they know what is wrong.
Too many broadband subscribers in my area! A fix is planned for 7th September 2016 (3-months away!).
Virgin have refunded all my broadband charges from April to July, but I'm still without broadband.
Terrible service.
What went wrong?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
BD2 4ER Virgin Media  
it's been 5th call to get in touch with human on customer service, Rude person attended kind of talking nasty behind. I want to cancel but it is becoming impossible to speak or make any contact with them.
Bills were not same as per contract either.
TV is not at all good unless you want to spend £100 plus monthly.
Broadband was good most of the time for our usage And it wasnt super good to wow you.
Last 12 months I had no land phone active to make or revive call And still paying,
Overall terrible virgin experience to continue And cancelling is most difficult because you can't find anyone nor you can get call back.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Beckenham Virgin Media  
Simply terrible treatment of a loyal customer! On moving house an engineer advised me to test the modem in its place (yes i did ask for it to be put there but was told it's working absolutely fine) for a while. If you are unhappy we will move it. Surprise when i ask for it to be moved i'm told i have to pay. That's waived when i point out engineers advice and advised trial period, but only when they read his notes. Relocation modem booked, engineer a no show. Call back a day later to be told pay 99 or we won't relocate the modem. No notes on my file apparently and no one cares that i took a day off work to wait for the engineer in the 1-6 time slot. (There was me thinking i'd get an apology and some compensation for the day!) If i had not called i'd be none the wiser. After that i spend 40 mins on the phone and told its deadlock you won't pay, we won't come! I wonder how long it will be before someone responds to me complaint, doubtless i'll be told what complaint? What notes? My contract is up in May sounds like the end of the road, if that advised contract date is correct that is!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Beckenham Virgin Media  
Every few days the internet will go off due to this and that, that's the most frustrating thing that happens, so annoyed I decided to write a review, bye
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
Beckenham Virgin Media  
I have waited 9 weeks for service connection and keep being promised one thing then another, but no promise is ever fulfilled. Waited 6 weeks for virgin to pull a cable from the ground in order to connect my service but even though they have had 6 weeks to do this, the technician who finally looked at the cable today reported that the cable needed pulling.. I was told this 6 weeks ago but clearly this communications company need longer to communicate a simple message to themselves. I'm now left hanging again, without phone, tv or broadband. How much longer will they take to sort out such a simple issue?
  • Satisfaction
    1 star
  • Customer Service
    1 star
Beckenham Virgin Media  
Virgin Media Broadband service in Beckenham UK is truly awful and I would highly recommond anyone considering buying a Broadband service from Virgin Media NOT to do it.

Over the last 6 months my Broadband, advertised as 156 Mbps has barely had download speeds in excess of 1 Mbps. It is quite astounding that the neither UK government or pressure from customers appears to motivate Virgin to provide a decent broadband service.

When I have eventually managed to contact a person in the inappropriately called Virgin customer service centre (which is also a mistruth as they do anything other than answer calls), they acknowledge that there is a fault in the Beckenham area, fob people off telling them that there is a congestion issue and that it will be dealt with in 2 weeks - which never comes.

Truly awful service. Best avoided. I am sure if Richard Branson knew he would do something, but I reckon the current rubbish management team in Virgin are not telling him the truth about the crap level of Virgin service
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Beckenham, UK Virgin Media  
Email constantly breaking down - almost impossible to get anywhere with the company itself. No personal contact worth talking about. Intend to switch as soon as I can.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Bedford Virgin Media  
I am struck with the contract or else would have left by now. Was with another service provider for month than 6 years their 30 MPS speed was faster than Virgins 100. For last few days has no service no update when it will be back. Customer service reply is leave us by paying penalty we cannot do to get your service it's a technical issue, worst customer service I have encountered.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Bedford Virgin Media  
BE careful what you agree with virgin. I'm elderly and moving to sheltered housing so cancelling my telephone line and broadband. VIRGIN are charging me £64.20 disconnection charge,after I have paying them from when they first commenced trading. SO DISAPPOINTED ITS NOT THE COMPANY IT ONCE WAS.
Bedford Virgin Media  
Virginmedia broadband is poor in the evening.
I'm lucky if I get 2.0 Mbps which means the the video you're watching constantly replays or doesn't play at all.
Virginmedia doesn't tell you the truth. They must reduce their broadband in the evening.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Bedford Virgin Media  
Cusomer service it's useless. Drives you mad. You just want to cancel everything and never have to deal with the company again.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    4 stars
Bedford Virgin Media  
Well i was with virgin for over 4years and never really recieved good wifi it was quick but wasnt stable it droped all the time but trying to tell this to the tech team was a waste of time as all they will look at is signals being sent to the box which the box did get so no fault was shown and i was left paying for 200mb speed even if my connection wasn't sturdy (xbox online play would forever keep loseing connection hasn't hppened with sky at all ) another issue i had was my bill would rise every month so i asked them what the could do and they said lower my broadband speed and i could save 25£ so i dicided to leave a go with sky then they pulled there finger out sent a engineer round that week to replace my modem and offered me my virgin package allmost 50£ cheaper but the deal i got from sky was un beatable virgin was £1.40 off the best price but sky gave me sky cinima 12months and a free 32inch tele now im with sky i see how bad my virgin service was as my issue's are no more
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    5 stars
  • Reliability
    1 star
Bedfordshire Virgin Media  
For the last 7 months the connection has been shocking. I have tolerated it for as long as I can.

The connection disconnects around 10 times a day, completely disrupting what I am doing constantly. I would strongly advice people avoid this service if possible. The connect speed is good, when it works!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Bedfordshire Virgin Media  
Disgusting customer service, so expensive and receive no internet most of the time, virgin blamed it on our neighbours!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bedfordshire Virgin Media  
I have been with Virgin media for three months and had nothing but issue. My phone has been blocked three times in one month despite me calling in every time to remove the block. I get told it is for my own protecting because my phone bills are high. Three times I have confirmed that the usage is verified and I can pay the bills and have been doing so yet they still bar it?

Despite me not being able to use my phone I am informed that I have to pay £250 to get out of my contract?

The service is terrible, the automated system is terrible and the customer services representatives when you finally get through are rude! I have never had these issues with Sky or BT, I have requested for my account to be canceled, I will not be recommending them and will make it known just how bad the service really is.

Oh and my phone is still blocked, lets hope there is no emergencies!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bedfordshire Virgin Media  
All good apart from farming out of telephone calls for customer service.I needed an interpreter for help,ridiculous a company as big as this is providing a bad communications port between customer and help.
  • Satisfaction
    4 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
bedfordshire Virgin Media  
Reliability is absolutely shocking... the broadband is off at least as much it is on. Customer Service make the right noises but the problems aren't solved.

Have cancelled the contract a week after it started - what a waste of time.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Bedfordshire Virgin Media  
Have constantly high download speeds with this provider and very little outage time. Customer services are excellent.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Bedworth Virgin Media  
been having problems with my broadband speed for almost 2 months everytime i ring virgin media they say it will be sorted by next week but it never is i'm paying for 300mbps and only gettin 21.7mbps (tested this afternoon at 2.40pm)
  • Satisfaction
    1 star
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    1 star
Beechdale, Nottingham Virgin Media  
Customer service is terrible, they have never fixed a problem I have had, the speed is good but only lasts like an hour when I decide to download something, service is terrible getting high pings in games, throttled by 75% when trying to stream. Do not use virgin media as your ISP.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Belfast Virgin Media  
I was given a free upgrade to the 70Mbps service with much fanfare and the company told me that the new speeds were possible because of their much lauded DOCSIS cabling.
Well, ever since the 'upgrade' (two weeks ago) I have had very intermittent service and the 'Service Status' page of Virgin reveals that Virgin are aware of the problem and are constantly sending engineers to fix it.
Its over a wide area because several of my friends nearby who are also Virgin Media customers are suffering the same poor service.
Virgin are never late to ask for their money though...funny that.

bye bye Virgin Media
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Belfast Virgin Media  
Over view
1, check what they charge for.
2, Keep a record of your contract start and end date to avoid a shock.
3, they aren’t perfect, no one is.
4, Value for money ???
Read more for deatil of my own experience..
Overall Virgin media offers a very good broadband service, but were it fails is it’s customer services it simply isn’t good enough, i.e. moving home with them is made more difficult than it should be, there are considerable extra charges which came as a surprise despite me making it very easy for them, bascially i didn’t need an engineer it was pretty straight forward to install the service. i gave there customer service two stars due to there willingness to solve the problem that they created otherwise it would be a 1. I remain with virgin due to poor service/value/quality from other services in my area.
  • Satisfaction
    4 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Belfast Virgin Media  
Had signed up to get broadband and telephone line in from virgin 3 weeks ago. No broadband equipment was sent out to be installed. Today was meant to be the install date so phoned to ask about this and they said there must have been a mistake! Not only has it took 3 weeks so far but now I will be left without Internet and phone line for a while. Also I have a disabled child living with me who depends on Internet on a daily basis! The customer service also was pathetic! Did not want to help at all and always passed the blame to someone else! Although they won't make the mistake of taking payment out of my bank account! If your thinking of getting virgin think again! Never had this problem with sky!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Belfast Virgin Media  
It's brilliant when it works but right now I'm using giffgaff internet to ask why my virgin simply isn't working at all even when the modem isn't flashing any suggestions of difficulties.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Belfast Virgin Media  
speed of this is so bad that when u using more than 3 devices the inthernet will be slow and you will not be able to do anything. evry 2-4 days have to restart the router because it wont work at all. when u contact them and tell about it they will want the extra money for the new router and even when u get the new router it still happends
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Belfast Virgin Media  
Awful company I moved they couldn't provide me with the service I had to pay disconnection fee customer reps are idiots I will never deal with these people again
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Belfast Virgin Media  

Loading...

  • 3008 reviews, showing page 4 of 76, skip to page 1
  • 2
  • 3
  • 4
  • 5
  • 6
  • 7
  • 8
  • 9

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.

Broadband.co.uk