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
    3.1 stars
  • Reliability
    2.9 stars

Based on 7457 customer ratings since 2020-05-12 (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.

3,777 Customer Reviews over 95 pages

  • Reviewer
    Location
    Leeds
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Customer service not the best in the world,would benefit from uk and ireland call centres.got full house tv,talk weekends and top broadband (350mbps) although actual speed is appx 380mbps d/l and appx 23mbps u/l for £54 a month,if u can haggle with em u will get a good deal.
  • Reviewer
    Location
    Colchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Had for one year. Never to my knowledge lost connection. Overseas call centres a little harder to plow through as they read from a script but always get there in the end. Haven't tried to leave. Just had a price increase as been with them over 12months. Going to try and ring and get is discounted down for loyalty. Only have broadband so not too expenseive
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    I have not had any major problems with virgin and have been with them for years. Speed always good, customer service is very easy to get through to and always helpful. There have been occasions when it has gone off for few hours or even a whole day but nothing to moan about. I don't particularly want to change them but...
    I really need a much cheaper one as I find almost £60 a month extortionate. But unsure which one to choose as seeing very bad reviews on the rest of internet providers :(
  • Reviewer
    Location
    Surrey
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Fast and reliable broadband. Would recommend.
  • Reviewer
    Location
    gloucester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    im very lucky to have a good experience with them as all the other reviews say they are bad. ordered the 200mb fiber a month ago and was installed a week later and get 220 down as 12.5 up all day long even at peak time
  • Reviewer
    Location
    Essex
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    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.
  • Reviewer
    Location
    Corby
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    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.
  • Reviewer
    Location
    dudley
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    expensive really but the best i can get. everything else is poor 3mb via telephone line.,
  • Reviewer
    Location
    Belfast/Newcastle/Gateshead
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    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.
  • Reviewer
    Location
    Shropshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    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
  • Reviewer
    Location
    Manchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    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.
  • Reviewer
    Location
    Perth
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    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.
  • Reviewer
    Location
    Merseyside
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    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.
  • Reviewer
    Location
    Poole
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    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.
  • Reviewer
    Location
    Gosport
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    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).
  • Reviewer
    Location
    Colchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Just upgraded(for free)from possible 2Mbps to 10 Mbps. Test showed speed as 9.45 Mbps. Most satisfactory!
  • Reviewer
    Location
    London SW18
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    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.
  • Reviewer
    Location
    Norwich
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Helen was very helpful, had to wait a bit for a phone call but service is great
  • Reviewer
    Location
    Lincolnshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      2 stars
    Comments
    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.
  • Reviewer
    Location
    northampton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    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.
  • Reviewer
    Location
    Plymouth
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      3 stars
    Comments
    Fastest Broadband speeds,But isn’t overall reliable but problems usually fixed quickly without any problems
  • Reviewer
    Location
    Glasgow
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    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.
  • Reviewer
    Location
    uk
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    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
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      4 stars
    Comments
    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!
  • Reviewer
    Location
    Esher
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      5 stars
    • Speed
      3 stars
    • Reliability
      5 stars
    Comments
    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.
  • Reviewer
    Location
    Crayford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    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.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    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.
  • Reviewer
    Location
    Salford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    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.
  • Reviewer
    Location
    Nottingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Customer service if you have a problem or every 6 months when they put your bill up is dreadful. You will be spending hours of your life on hold. Worst customer service of any of the providers I've been with.
  • Reviewer
    Location
    STOKE-ON-TRENT
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    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
  • Reviewer
    Location
    Rothwell
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    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.
  • Reviewer
    Location
    Blackburn
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    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.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    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.
  • Reviewer
    Location
    Brighton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    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.
  • Reviewer
    Location
    Coventry
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    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!!
  • Reviewer
    Location
    Glasgow
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    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.
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      3 stars
    • Reliability
      5 stars
    Comments
    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!
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    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.
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      4 stars
    Comments
    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.
  • Reviewer
    Location
    Nottingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Avoid avoid avoid!!!!

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.