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
Never bothered with a review of a company before, had heard bad things about virgin media but still went ahead and took out broadband with them believing it was the usual stuff you see online.

Wish I hadn't bothered, I pay 3 times more a month compared to my old provider for 100Mbps but it's down completely a lot. When it works the WiFi signal is shocking in a small house it's down to dial up speed upstairs, the customer service team suggest WiFi boosters which really shouldn't be needed as my old router was absolutely fine.

I've been palmed off for over a year by them, eventually had an engineer come out and discover there's a fault on my cable and it's been there since I took out my package. That doesn't cure the shocking WiFi signal (lots online about the hub 3.0 having shocking signal)

I can't wait to have it took out in 2 months it's been a massive disappointment, the customer service team are so bad it's almost like they're trying to be terrible they'll hang up on you if they can't palm you off with nonsense. After a year they've finally sent someone out to fix something that they were told about a year ago but just palmed me off.

For how much it costs I'm amazed they think a solution to fix the bad WiFi reception on the hubs is to install WiFi boosters around my 3 bed semi so it's usable when previous cheap routers have been perfect.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
North east Virgin Media  
The worst and most expensive broadband company in the UK.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Jones Virgin Media  
Worst Internet EVER!I've had enough with this service! I could get better quality from the tree growing in the back garden than Virgin Media!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham Virgin Media  
Had Virgin Broadband for just under a year and have lost count how many times I lose service. Usually it's an area fault and they can take anywhere between an hour and most of the day to fix it, meaning there must be hundreds, if not thousands of people in my area who suffer the same problem.

A couple of days ago the same thing happened although, according to Virgin, it was just me and they did tests from their end and couldn't find anything wrong. They said an engineer would have to come to me and the earliest they could get one to me was in three days time!

I work from home and am heavily reliant on the internet. Three days could have cost me my business.

Fortunately, it started working again on it's own, although that perhaps makes it more worrying as if Virgin didn't know what the problem was and didn't fix it, it's something that could easily happen again.

Unfortunately, Virgin are the only company that provides a broadband service to my building, so I don't have the option of going elsewhere. I had EE for what must have been at least 7 or 8 years, before I moved here and I never had a loss of service in that time.

Their "customer service" also leaves a lot to be desired. I must have been passed around 6 or 7 departments while trying to get it sorted, left hanging on for several minutes, several times and the attitude of most of the people I spoke to was unhelpful to say the least.

I get why people would have Virgin if, like me, they have no choice but if there is any other option - get it!!!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Watford Virgin Media  
THE WORST INTERNET PROVIDER!
Terrible experience with them.
I am tired of calling them to solve the problem and they just move on. Internet keeps dropping and it’s impossible to have any type of meeting from home.
Do not recommend. Terrible service, will be changing for sure.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
As a gamer it is essential that I have a good connection while online. Virgin media is arguably the worst broadband I have been with. With the super hub 2 it is very inconsistent with latency. It also cuts out every 5-10 mins in 5g, as a result of this I have had to use 2g and purchase a broadband booster. After this the quality is only satisfactory.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Stoke Virgin Media  
shocking customer sevice
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Co.Londonderry Virgin Media  
The most disappointing part of Virgin's broadband service for us has been reliability. Since signing up we have had a 1-day outage once per week. We plan on switching to another provider.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
Edinburgh Virgin Media  
The speed of the service in the location is awesome, however, the line is highly unreliable (occasionally the line was offline for a day or two) and the latency is horrid making gaming almost impossible and working from home risky.

The customer service can't really help you with line problems because they are not relevant.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    1 star
Stockwell Virgin Media  
Literally the worst internet I've had in years. Absolutely terrible reliability and the customer service is no better.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Cardiff Virgin Media  
Moving into a house at uni last september I decided to look for a deal I could afford, and came across this Virgin Media student deal at £20 per month for 9 months which I thought was perfect as I didn't really want a 12 month contract, plus shared between my housemates I'd only end up paying £45 for the whole 9 months. On top of this, the installation and router were free, so brilliant, saving myself around £80 (I even have a printout that states installation and router were free).

So after a couple of months I receive an e-mail saying that I need to pay £100, and when I look into it they are asking me to pay for the installation and router.
I say to them that the reason I went with you on this offer was because it was so reasonable being £20 p/m and free installation etc, but when they looked into it they had "no history of this deal".
They have still not given me back this money and are denying that this was ever in the offer, even though I have evidence that that was what I was paying for! >:(
  • Satisfaction
    3 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Northampton Virgin Media  
By far, indisputably, the least reliable and most frustrating broadband provider I have ever had, and I've had a few. Dropouts are a monthly occurrence and have lasted between 4 and 20 hours. Sometimes the phone line is disconnected without explanation. My average wait for customer services is 30 minutes. They offer nothing by way of improvement. Appalling. Cant wait to get away from this wretched wretched service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Never trust their customer advisors.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
London Virgin Media  
Great connection speed... in the rooms adjacent to the room with the router. Anywhere else we don't get even close to the speed we're paying for, and on some devices the internet randolmy falls off for a few seconds. Customer service is abysmal - almost embarassing. o help is offered for any of the problems. Ordered a powerline adapter directly from them about 2 weeks ago, they said it would be here in 3-5 days and it's still not here. Any attempt made to contact them is ignored.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Northern Ireland Virgin Media  
poor speed 3.2 Mb on fibre
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    4 stars
uk Virgin Media  
Terrible company , been with virgin about 7-8 month , when I started up with them they told my first bill would be a double bill of £114 and then £50 a month thereafter , every single month my bill hasn't been less than £140 having to pay at least £65 every month , every month I phone up and the customer service is a disgrace , they don't send me a bill when its due they just cut me off a day after , they never give you a proper answer , they repeat themselves over and over and/or hang up on you! My advise DONT waste your time with virgin
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Uk Virgin Media  
Disgusting customer service ring them and try and cancel and been trying to ring them to cancel as there WiFi is rubbish and pathetic how the speed goes up and down 24/7 we have been ringing them for about 1 hour and they have just cut us off apsoloutely disgusting never ever go with virgin the worst WiFi service you can ever have go with bt sky or talk talk apsoloutly disgusting customer service and when they do answer the phone the can hardly speak any English NEVER GET WITH VIRGIN WORST CUSTOMER SERVICE AND WIFI NETWORK IN THE WORLD
St. Helens Virgin Media  
Virgin media are an a joke, I signed up for another 12 month contract because they promised me that my bill would be no more than £70 a month but my bills are always at least £15 more than this. Im always phoning them up complaining about how high my bill is and thats all I get is "why dont I downgrade". Why should I downgrade when they promised me that it would be £70 a month and decide to charge me more. I cant wait till my contract has ended they can shove it where the sun dont shine as far as im concerned
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
swansea Virgin Media  
Absolute rubbish. Poor products, unreliable, terrible customer service, promise the earth and deliver nothing but very quick to take my money. Switched to virgin from BT for broadband and telephone and from sky for tv in September. Up to now never had a consistant service. TV down for 5 days, broadband no connection for 2 weeks, telephone out of order for 9 days all on seperate occasions. Promised £100 voucher never received. Cost was free for 3 months half price for 9 months and then full price, yet they have already billed us and taken more than £200 from our account. Avoid at all costs go to anybody other than virgin. Only swapped my original providers because a salesman came to the door pestering us and felt pressured to sign up.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
bolton Virgin Media  
Absolute rubbish. Poor products, unreliable, terrible customer service, promise the earth and deliver nothing but very quick to take my money. Switched to virgin from BT for broadband and telephone and from sky for tv in September. Up to now never had a consistant service. TV down for 5 days, broadband no connection for 2 weeks, telephone out of order for 9 days all on seperate occasions. Promised £100 voucher never received. Cost was free for 3 months half price for 9 months and then full price, yet they have already billed us and taken more than £200 from our account. Avoid at all costs go to anybody other than virgin. Only swapped my original providers because a salesman came to the door pestering us and felt pressured to sign up.
bolton Virgin Media  
They sold me broadband on a 30 day rolling contract for £35 with a £70 activation fee. On the day the broadband was supposed to be live, after an hour or so on the phone to support, I found that the virgin media cable was hanging down outside the house blowing in the wind. It took an engineer visit to sort this out and the connect started late.

As if this wasn't bad enough, during the sales call I was assured I could add a phone line on later on, bringing the total cost of services to £42 per month. I called literally 3 days later to act upon this agreement and found they wanted a £25 activation fee for the line, and they wouldn't honour the agreed price and wanted to up my charges to £43.75 per month.

As my father says, it's the big companies you have to watch out for these days. They cheat and lie and say whatever they need to get the sale, and treat you like rubbish after that.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Oxford Virgin Media  
Suggested alternatives; SKY, BT and Plus net

Because of how they’ve treated me and affected my life. I will never buy or use ANY virgin product. Sounds serious right? Read more ....

Virgin media tried to charge myself and flat mate a £250+ termination of contract fee despite the new homes we were moving into not being able to be supplied by them, if this wasn’t bad enough (after a lot of complaining still had to pay this) I have been given a default notice on my credit file, this has really affected my life as I can no longer get credit or loans (for 6 years) which I have needed due to unfortunate circumstances. I have suffered depression as a result of this and I can only blame virgin and their lack of compassion and customer service with regards to anything.

All of the management of this company need to take a real good look at who they represent as this is by far the worst company I’ll ever have the displeasure of dealing with

I hope you take heed to my review and avoid Virgin Media and it’s subsidaries
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Northamptonshire Virgin Media  
We are currently without internet again! Totally rubbish. The biggest rip off going.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Doncaster Virgin Media  
Virgin Media's customer service is so bad I would strongly recommend that no one considers purchasing their broadband through them. I categorically have not had such a terrible experience in my life. In two weeks it will have been 6 months since I purchased Virgin Media and still I do not have it. The amount of contact I have had during this process has been appalling including not informing me of cancelled installation days - leaving me sitting at home for not reason at all. It is just not worth dealing with this company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
SW3 Virgin Media  
Let's start with the last one...
- Band reliability: I never experienced so many drops of 'broadband' with any other service provider.
- Broadband speed: It's quite alright.. Until a plane's landing.
- Customer service: Poor people they were saying what they were told.

After a 7 months struggle, I called the third time to report drop-off, and I requested the cancellation of the contract due to poor service and not meeting the contract with a good or at least decent service and I was told that I need to repay the cancellation fee of £133 remaining. Oh and at the beginning the technician sold a "for three three pounds you have two more services", and I don't know why I said yes... Anyway, rubbish service provider. They should stick to flying companies and trains...
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
London Virgin Media  
Well it all started one shiny morning, when my virgin broadband stopped working, i looked out of the window to see virgin van outside and guys digging something in the pavement, i went out and they said they damaged the cable but going to fix it. Well they didnt, so i called customer service and they sent the guy next working day to see it, the guy came and said what i already knew, the cable is damaged and the new one needs to be put in, they have set the date in 2 weeks to do that.
Well, one day before the installation date i got a call saying that they are not coming due to some construction works needed to be done. And set yet another date in 2 weeks time, so 1 month from the day they(themselves) damaged the cable. Remember im without internet for 2 weeks already and we knew at first day that this has to be done. So i called Virgin and questioned that, they apologised and passed me to the tech team, who said dont worry we are going to send another tech guy tomorrow and he will fix it temporarily until we fix it properly 2 weeks later.
The guy came next day and what do you think he said? yet again the same words that the cable is damaged and new one has to be put in, i gave up calling after that, as i could see there is no point so i was waiting another 2 weeks, 1 month in total for them to come and fix it. do you think there is a happy ending? well you are optimistic.
the evening before Virgin were to come to fix it ( 1 month after the fault was reported) i called their customer service just to confirm that everything is going ahead and someone is finally coming, and to check the time frame when.
The customer services dropped the line 2 times, then when i finally got through, they couldnt answer, so passed me to tech team? they couldnt answer or confirm anything as well, so i was passed to construction department, and the answer i got: oh we actually are not coming tomorrow, someone should have called you( nobody did) as we cant do it, we have to do construction works and it can take up to 6-8 weeks. At that point i was truly shocked as i couldnt believe its all happening. So i asked to cancel my account, i must admit this is the only efficient and quick thing i got from Virgin, i was told that my services are disconnected within probably 2 minutes, no questions asked.

To summarise, Avoid at all costs, appalling absolutely shocking service all the way through, thats me being their customer for a few years.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Stockport Virgin Media  
Requested a move from one property to another. In my understanding, the switch should happen "flat" - broadband should be disconnected on the date of move in old place and conneted in new. But they disconnected all services in the old place 24 hrs before moving date. When I called, they said - I requested this. What?????!!! They said that it is not possible to add one more day - "it will take 72 hrs to enable services again". Outstanding rubbish. Beware.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Reading Virgin Media  
200mb in reality = about 4mb, moved to 50mb package which in reality = about 1mb and 300kbps peak times.
If you like your Youtube videos streamed in 120p then Virgin media is for you.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
LIVERPOOL Virgin Media  
Virgin has one major flaw, no guaranteed upload speed. This means they cannot guarantee you can send emails, upload videos to Youtube, put pics on Facebook or anything else for that matter of fact. I get 0.08 meg upload speed, meaning it could take 3 hours to send a 1meg email. Not good enough.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    3 stars
London Virgin Media  
The broadband is fine but the customer service is appalling! I told them I will not be renewing my contract but they have continued to charge me! I have been trying to resolve the issue but I spent 2 hours being passed from department to department and having my calls disconnected while waiting for x department to answer - Shocking! I even told them that it is not fair for me to call 7 times and not have my issue solved - this is bad customer service! Just to be told "Sir, that is your opinion" whatttt? They still have not solved my issue of being charged for nothing! Goodbye Virgin - you lost a good and loyal customer!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Didcot Virgin Media  
I bought 50 megabit broadband. Actual speed is around 3 megabit during evenings. Virgin media acknoledges problems, regularly promises to fix them, but does nothing for at least 6 months already.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Coventry Virgin Media  
singed up in 22 May and today is 6th September 2016 and I'm still waiting for my broadband to be setup. customer service soo rude. if you have any option avoid virgin.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Birmingham Virgin Media  
BB line speed / WAN connection is very good but that doesn't mean so much when the wifi signal is so poor in adjacent rooms. Worst of all when they have an outage it takes days usually 2 or 3 , to fix. We have 2 or 3 long area outages per yr and in all cases it has taken 24 hours before they even send anyone out to look.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    1 star
Wandsworth Virgin Media  
The most horrible network provider, I am paying 33 a month for the Internet which is down every day. I call at least three time a week and not only they are rude, but not willing to help or explain why the thing is not working. Last month it didn't work for 4 days in a row, I was meant to get a refund of 3 pounds and instead was charged three pounds more than usual. Waste of time, money and nerves. Never again!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Central London Virgin Media  
I've managed to plan to install Virgin 2 weeks before I moved in.
Technician came in and installed internet in 30 min on the date I wanted. There was an issue with telephone, well still is but I don't use it much so I don't bother. Internet works like a charm, 54mbs/3mbps/8ping. Never had any problem with it. Router is really good, when I had others from other companies I had to reboot them all the time, this one works since 3 months with really good speed and doesn't need any rebooting, maybe they reboot them at night? Never noticed that but I am very happy with customer service, and offer I got and I can recommend this internet to anyone.
  • Satisfaction
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Croydon Virgin Media  
Customer service awful, they cut me off twice and didn't think of calling me back when I had a problem! Very rude on phone aswell, they didn't listen to what I was saying.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Newcastle Virgin Media  
Just the worst... definitely try to find a different broadband before going with virgin media, plusnet is pretty good!

Have to deal with frequent disconnection..

As well as this it is so hard to get through to them and they make it as difficult as possible to cancel... if they transfer you through to a different department often disconnects.. and have to go through the whole process again
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Nottingham Virgin Media  
After being completely screwed over by BT, it’s nice to have Virgin Media back in our lives. Our activation date for BT was over a week after signing up. Then there were “issues” and they delayed it by another two weeks! Called Virgin and they sussed us a router and got us fibre broadband in TWO DAYS. Currently have an avg download speed of 150+ mbps! The only issue we’ve had previously was at our previous property and the WiFi kept going down - turns out too many devices. Upgraded to router and no further issues! We love Virgin Media!
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Hampshire Virgin Media  
Worst customer service ever!
1 month and no news about the process yet. They don't answer my emails etc. It's ridiculous, save your time and do not go to Virgin Media
  • Satisfaction
    1 star
  • Customer Service
    1 star
London Virgin Media  
The service was okay while I was with them but when I went to cancel they insisted on the full cancellation fee even though I've been with them for 6 years. I thought there would have been some courtesy for a loyal customer, if nothing else just to ensure repeat business. I could have switched when I moved, and I should have done.
  • 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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