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 stars

Based on 8394 customer ratings since 2019-08-12 (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.

3489 Customer Reviews for Virgin Media

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Reviewer Location Reviewing Date Ratings
I have had virgin services on and off over the past 20 years. Yes they have their flaws but so does others! I just switched back to them simply because my BT services had to be reported several times a day to work normally. What you guys need to realise that if th live in middle of no where you will have more issues about broadband and telephone. J live in a town it's a decent size town and we dont get issues. I on my left virgin before because they were expensive. Now they have a £29 deal for all 3 services I tried all others and they charge more for once virgin is the cheapest. Oh 1 more thing most internet providers now will lock you in to 18 months contracts virgin still 12 months only.
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Essex Virgin Media  
A Virginmedia engineer ,Oskar, relocated a TV point for me today. He worked quickly and explained everything as he was working. He was happy to make sure that I was completely satisfied with the work done.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Corby Virgin Media  
expensive really but the best i can get. everything else is poor 3mb via telephone line.,
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    5 stars
dudley Virgin Media  
First, I'll starty off by saying that Virgin Media speeds are awesome.

Virgin Media offers a credit option that allows you to build up 2 months of bills before you're expected to pay if you choose the Pay Online option.

You are only required to pay the last bill of the two to restore your services if you are unable to pay the bill for one month.

This is great for anyone who may have financial diffulties or are self employed.

The service has 24/7 Technical support which is awesome but the billing team is only avalible Mon-Fri so try to be ontop of your bill or call before the weekend if a bill is due and you need a little more time to pay it.

The service has failed about 2-3 times in the 4 years that I've been with them and three places that I've lived.

Virgin Media has always done their best to resolve any issues and their automatic bot seems to fix a few before the agent even answers the phone.

I'd reccomend Virgin Media to anyone because of it's speed, reliablity and it's agent avaliblity.
  • Satisfaction
    5 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Belfast/Newcastle/Gateshead Virgin Media  
Out of 10 meg I get between 7 and 12 depending upon which site I use to do the test and how heavily their websites are loaded. No complaints other than getting an engineer can take 2 -3 days
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Shropshire Virgin Media  
I recently had my services cut off and made a payment plan I needed the Internet as my husband has to look for work I rang several times to see when it was being switched on again following this payment plan and it was like banging my head against a brick wall I have been with virgin media many many years. The last call I made was to a guy called Ali. He was very very helpful and his customer service skills were excellent he was empathetic , kind cheery and went out of his way to help me within 10 minutes my services were back on I just wanted to say a big thank you to him as I was very impressed with his customer service skills as this is not usually the norm.
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Manchester Virgin Media  
I've had a trouble free experience with Virgin in relation to the reliability of the service. I've had a contract with them for 3 years, and as far as I can remember I've not once had a drop out in the service or speed. My only gripe would be the regularity that they've increased my monthly payments. There doesn't seem to be any reward for customer loyalty, but if it's consistency of service you're looking for, I would certainly recommend.
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Perth Virgin Media  
Just left Virgin Media as their charges went up dramatically and they wouldn't entertain and deal! However, for last 18 months or so have had no real problems with broadband speed or reliability (just a couple of outages affecting my postcode). If they had held the price I would have stayed with them - but it was too big a hike. Customer service contacts have been fine - no real complaints except sometimes quite a wait.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Merseyside Virgin Media  
Having been with Virgin for a year i report as follows speed very good average of about 85mb download can rise higher. We have never had any real problems had outage for several hours once since then all good. Router we have is fine for the house we are in wifi works everywhere. Sometimes 4 devices online again no problems. The package we have include telephone (never used) and basic tv bundle. The customer service is a little slow getting through but have contacted alot worse. We strted with an new user offer of 12 months at £29.00 a month, checked my account online and found at the the end of the 12 months that was gong to nearly double to £59. Phoned before the 30 day cancellation time explained. Was offered the same for £38.00 Only £9.00 increase. So Virgin media broadband has been fine for us good speeds and no real problems so would recommend. But important you contact before 30 days from end of your deal to either give them notice that your leaving or arrange a new deal.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Poole Virgin Media  
Cable broadband rocks!, Ok I'm a little old to say "rocks" with any real conviction, but at least it works how it's supposed to, I pay for 10mb and get 9.8 (which is, lets face it, close enough).
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Gosport Virgin Media  
Just upgraded(for free)from possible 2Mbps to 10 Mbps. Test showed speed as 9.45 Mbps. Most satisfactory!
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Colchester Virgin Media  
I've had Virgin SuperFibre 50 for 6 months now. Getting 54 mbps down and 3 mbps up. Very happy with these speeds. No reliability issues.

I signed up for 12 months and they sent a contract for 12 months. When I challenged them they said they don't offer 12 months plans. Once I showed them proof, they accepted and said they would send a new contract but never did.

Land line phone service was included free of charge. Quite expensive but works ok.

But for the broadband service, I am super happy.
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    5 stars
London SW18 Virgin Media  
Virgin Media are by far the best internet provider, coming from an IT geek. Handles multiple devices very well and the speed is fantastic! I get 100mb/s for the same price it would cost to get 20mb/s from BT or Sky.
Only downfall is their modem, it wouldn't overheat faster if you put it in an oven, get virgin internet and with the money you save buy a proper modem from Asus.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    2 stars
Lincolnshire 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  
Fastest Broadband speeds,But isn’t overall reliable but problems usually fixed quickly without any problems
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    3 stars
Plymouth Virgin Media  
I have been with this provider for over 20 years. My negative comment is that almost every year, they increase my cost by almost £2. It seems that there is no recognition for customer loyalty.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Glasgow Virgin Media  
was fine until i report that want to cancel due the price for next year, now i got 1mbs and i`m stock with that broadband for nearly month, it`s not funny, rubish
  • Satisfaction
    4 stars
  • Speed
    4 stars
  • Reliability
    4 stars
uk Virgin Media  
Disgraceful service! Broadband off for 9 weeks now due to a fault in the area. Multiple calls to customer service and technical team and no resolution and empty promises (we heard "will be fixed by tomorrow!" a dozen times). Payment only partially reimbursed. When called to cancel was told that early cancellation fees of £100 will be applied (contract expires in two months). Here is the cherry on the cake - I asked whether it's fair for us to pay for a service that we do not get and poor customer service, the answer was: "Time will tell."

I understand tech issues and would have considered staying with Virgin if not for this deplorable way of treating customers. Disgraceful service!
  • Speed
    4 stars
London Virgin Media  
Reliable service from Virgin but speed has deteriorated. The price keeps increasing and discounts have a finite timespan. Need to keep calling back to bargain each 6 - 12 months, which is a real pain and shouldn't be necessary. A shame because the service is far more reliable than BT.
  • Satisfaction
    3 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
  • Reliability
    5 stars
Esher Virgin Media  
Overall, Virgin is a good service. I've had the service for almost 3 years now - in that time, I would say that I've experienced maybe 3 outages, each lasting just a few hours.
Customer service is not great though - when called about an outage, rather than checking their network (all 3 of the outages I experienced were network problems) they will make you spend about half an hour messing around with your router, then insist that its a router problem and you need an engineer to visit, only to subsequently cancel the engineer's visit about an hour later, sending a message that says "We have identified that the issue is a network problem". It also takes typically about 20 minutes of hanging around on the phone in order to get a response. Technically, and operationally, Virgin's service is good - customer service though, not impressed.
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Crayford Virgin Media  
Stay away from Virgin media if at all possible. They will try every trick in the book to cheat you out of money, for example, contracts will be automatically renewed at a higher cost without you being informed as a customer. They even put up the price from £27 to £40 mid-contract three times without asking me. When you try to resolve these situations, you are presented with a thoroughly inept and unfit for purpose customer service department. Agents frequently say contradictory things and many are deliberately obstructive. I have used Virgin media for one year and will be terminating my contract this month. Even though, given my area, this may mean a drop in internet speed, it will be well worth it to be shot of this joke of a company.
  • Speed
    4 stars
  • Reliability
    4 stars
London Virgin Media  
Mid contract price increase from £27 to £31! 15 % price increase was after 5 months I signed the contract. Very disappointed.
Over charged by £20 - the mistake admitted by the virgin team, still waiting for the refund after few months.
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Salford Virgin Media  
Virgin media took £5.00 early January 2017 yet I pay my DD 19th each month. Contacted Virgin Media to ask why.. their answer is that they have not taken the money out!! Yet my bank statement in black and white states Virgin has taken the money, complete with the same ref number as my authorised DD monthly payment. The outcome? No outcome tonight, suddenly Virgin media site froze and could not continue with online chat, I cannot phone as my Virgin media phone line does not work, So I'll have to visit (around my busy full time nurse job) my local Virgin store to cancel my subscription (been with them since 2009 and paid every month without fail) as I can no longer trust that they won't just randomly take money here and there whenever they wish from my bank account, it simply isn't on, I cannot afford random unauthorised payments that Virgin then claim they have not taken!!!!!! Time to review my broadband provider, change supplier and stop Virgin from being able to take my money whenever thy wish
  • Speed
    4 stars
  • Reliability
    4 stars
STOKE-ON-TRENT Virgin Media  
Good bradband speed with very, VEERY bad router. The point is the customer service is rubbish. Curently awaiting to speak to someone while writing this review for the secont time and waiting in a cue at the moment 51minutes. Just changed my mind and cancelling as customer service is totally crap.
  • Satisfaction
    4 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Rothwell Virgin Media  
absolutely insulting customer service, they are trying to charge me for a months worth of internet i haven't had, i cancelled over a month ago and they sent me a bill of over £100. They said when i signed up that installation was free, they charged me £50. I'm currently charging them for every email i respond to. they actually swore at me down the phone. I had great speeds when i had it, just god forbid you have to deal with a issue with them.
  • Speed
    4 stars
  • Reliability
    4 stars
Blackburn Virgin Media  
Recently I upgraded from Sky to VM, not being happy with Sky's poor broadband speeds even though they claim up 20Mbps.

I ended up getting the VM Premiere Collection and so far I haven't looked back. I got this mainly because of the 100Mbps broaband and I thought we might as well switch over our TV package as well just for convenience.

Doing a wired speed test I get on average a whopping 85Mbps! And remember, even though you pay for a 100Mbps, data is lost from the box on the road down the coax cable to your home, so you will never get the full speeds you want, regardless of who you are with - what matters is the percentage of data you get of what you pay for.

But there is a but. We have a loft conversion and our router is located on the 1st floor of the house, meaning WiFi signal is poor in the loft; it's very good on the ground floor, however. Because of this poor signal I get poor download speeds, meaning I'm not getting the most out of my internet package up here. Unfortunately, this isn't something an ISP can solve for you because this is a problem with regards to your environment. Also, WiFi speeds are no where near as reliable as an ethernet connection! This is fact. But we never want to be wired up and restricted with our freedom of movement. So, the only way you can get around this is by being ingenious, spending a little money and being a bit of a geek, I'm afraid.

If you can fulfill that criteria then you can do what I've done, which is buy another router (a good one that is dualband), flash it with a custom firmware (I used DD-WRT), and use it as a wireless repeater. There are tutorials on the internet that will assist you if you're not sure what to do or where to start (however, you MUST be computer literate and be comfortable with what you're doing!). Furthermore, I bought a dualband wireless adapter to take advantage of the 5Ghz band and WiFi speeds. Since doing this, I went from 25Mbps download speeds to 70Mbps download speeds - in the LOFT!

With Sky I got a measily 5Mbps and I did everything I could to make it better to no avail. With Virgin I get 70% of the speeds I pay for through WiFi and the package I pay for is £5 cheaper than what I was paying for Sky.

I have given 3 stars for Customer service because I haven't been with them long enough to give a decisive rating on that one.

Broadband reliability is good, not amazing, haven't had any real issues though.

I hope I have answered any questions you may have had. A lot of people don't understand networking and just jump on the bandwagon of their ISP is bad and not understanding why they're having problems - remember Wired > Wireless.
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    4 stars
London Virgin Media  
They are con artists. I don't want your slow, infuriating TV box. I don't want the landline that, even it I wanted to (I don't), I can't use because their engineer broke the wires when installing next doors broadband. And I don't want to be offered deliberately misleading 'deals' only to find you downgraded my speed without bothering to tell me. Virgin Media are the pits.
  • Speed
    4 stars
  • Reliability
    4 stars
Brighton Virgin Media  
Plain and simple.. Awful customer services.. Didn't port my number over in time. was Told its down to me to port it..was Reused to speak with manager numerous times. 6th time of ringing got One with limited English.. Told me loosing my number was my fault for switching provider.. NICE. been fobbed off and lied to so my 30 cancellation expired promising to sort this 2 months on.. They still haven't got a clue. Now taking it further. boardband is good but if you get a problem.. May the force be with you!!
  • Speed
    4 stars
  • Reliability
    4 stars
Coventry Virgin Media  
Been with virgin for 6 years and I'm glad to be leaving them next month nothing but price rises and hassle . I will never use them again.
  • Speed
    4 stars
  • Reliability
    4 stars
Glasgow Virgin Media  
You're betraying customer trust when you're not providing the service that he paid for or you change the agreed price while under contract.
It's unacceptable to issue bills by you're own free will "just because" ...
No respect towards customers and totally trust lacking!!!
Only 1 star this year, because I can't give you half!
  • Speed
    3 stars
  • Reliability
    5 stars
Virgin Media  
Installation hickups, their system has huge flaws.

I have taken time off work to stay home for an installation for which I have e-mail confirmation at hand and customer services said they could not do anything else but apologize and reschedule me for a later time in two days.

I have been a customer, and I will stay, because unfortunately there is no better option in my area.
  • Speed
    4 stars
  • Reliability
    4 stars
Virgin Media  
The Internet speed is good, but if you ever play online games, do not get this broadband. The Superhub 3, their latest hub, has an inherent hardware error that causes gaming lag that makes online games virtually unplayable. What is worse is that Virgin know about this and do nothing about it and ignore the issue entirely. If you are a gamer avoid this broadband.
  • Speed
    4 stars
Virgin Media  
Avoid avoid avoid!!!!
  • Speed
    4 stars
  • Reliability
    4 stars
Nottingham Virgin Media  
Have been with Virgin for over 10 years, and in general have been very happy with them. Their broadband speeds and reliability are very good. I recently moved to a different property and engineers came out within a day to hook me up, and the engineers are always very polite and competent. Experience on the phone ranges from excellent to awful.
However, the speeds I am now getting are less than half of the advertised speed at the router - I'm not sure if this is the new property of due to increased stain on the network during lockdown. Virgin's prices are very high and they make it very difficult to reduce your bill by removing services. You are also denied the good deals offered to new customers, meaning you are penalised for loyalty.
Because of this they are forcing me to try a different provider, even if this means lower speeds or less reliability.
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Bracknell Virgin Media  
After being with Virgin for over 15years and in the last 5 years {after upgrading equipment}I have had nothing but problem after problem with this company so much so that i actually feel my blood pressure rising every time i need to call them and then blood pressure through the roof every time I speak to them! However today I had to call virgin regarding being over charged by nearly £300 and after finding out it was a mistake with human error, I excepted it as the gentleman on the phone was sympathetic, kind and very apologetic and for the first time ever with virgin put the phone down feeling confident my issue has been sorted. Virgin you should feel ashamed that your overall customer service ratings are so very poor!Perhaps Brad from your Teeside Branch would be better suited to your company training your staff how to deal with your clients in a highly professional manner as that is what he was in every way and such a asset to your company!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
  • Reliability
    3 stars
London Virgin Media  
We have been having trouble with the Internet connection all day long. It is still not fixed. The engineers are seemingly on the way.Very disappointed with the service.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Brighton Virgin Media  
after speaking to my broadband supplier the speed miraculously increased to 17meg on a 20meg paid for service - However it is useful to point out that this is "Throttled down" during peak periods- approx 6pm to 11pm evry weekday night
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    3 stars
Derby united kingdom Virgin Media  
Generally there are no problems with the broadband but once something goes wrong it takes days to get fixed....at 11:30 at night the internet just got disconnected and after contacting the customer service all they said is that it will be fixed next day by 4 pm. They never said what the problem was. At 8pm i tried to contact them and the automated service told me it will be fixed next day at 12 :30 but somehow i highly doubt that. Terrible customer service they cant be bothered to send an email telling us why or what they are doing to fix the issue, i have to keep chaing them. Even though the distruptions dont happen often once they do it take days to fix it, i had similar problem with the same provider before as well so i can say from personal experience that its not that uncommon
  • Satisfaction
    3 stars
  • Speed
    5 stars
Stoke on trent Virgin Media  
Been with Virgin media just 3 months. Every month I have had to call them as they are billing me £34 when it should be £29. Every month been told they are sorry and it will not happen following month! Takes on average 30 minutes to get through on phone. Waste of time!
Was with TalkTalk before and had no problems at all. Wish I never changed, will be leaving when contact is up!!!!!!!
  • Speed
    4 stars
  • Reliability
    4 stars
South Glos Virgin Media  
Ive been with virgin for 4 years now and the only real issue i have is the broadband goes down for maintainance sometimes for long periods and they still charge you for it, but i have the 100mb package and i get well over that around 123mb-150mb without fail and i have moved house 3 times, Their Tv and phone service is not the best still pretty slow even with the new tivo box, skys tv is much better, they came and laid brand new cables to my house without asking, and the customer service do try and help as much as they can, they will always book you an engineer if they cant solve the problem, if youve been with talk talk or any other cheap provider then you know then struggle, virgin is by far the best for broadband in my opinion
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    4 stars
wolverhampton 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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