Virgin Media Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Virgin Media.

Recent Customer Ratings for Virgin Media

  • Satisfaction
    3 stars
  • Customer Service
    2.8 stars
  • Speed
    3.2 stars
  • Reliability
    3.1 stars

Based on 956 customer ratings since 2023-05-22 (Show all time ratings)

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Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

4,691 Customer Reviews over 470 pages

  • Reviewer
    Location
    hartlepool
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Well where do i start, service engineers at virgin media do there best to try and convince you that virgin media is the best service.provider on the market but to be honest we know that is a pack of lies.
    I used to be an engineer with virgin but have now left and work for sky.
    I can tell you that the network is saturated and we had alot of cabinets that where so old that the equipment in them is so old that we had to take out of one cabinet that had been discontinued to replace the amps. Network engineers are so supposed to keep on top of the daily maintaining of the network but all theu can do is try and keep it worming as best they can as virgin have now pulled the budget yet again and there is no money for upgrades.
    engineers are told to tell customers that the network is fine and the is no problems but we know different. The cab network is a mess 90% of street cabinets are full and all that happens when new customer comes on board is they use a splitter in the cab to share the power down the rg11 or rg6 cable to your house. And to be honest unless you are top tap port in the cabinet you are go to have problems.
    And all that will happen is another engineer will come out and just swap the tap over to another port whicb means they take someone off service and put yours on there tap port simpme job done and when they do red tools test it comes back with green no one knows any different.
    engineers are hit on a monthly basis with massive under achievable kpi,s which then helps the company claw money back from engineers.
    and this is just a tip of the iceberg of what afm,s tell there engineer,s to make sure they get pass results and also bully the engineers into making sure they get 10 out of 10 on nps scores from customers.
    i feel sorry for anyone who is with virgin media now and this will only get worse my advice would be tv with sky and fibre broadband from BT i have had BT in for year now and constantly get 84mbits and not dropped off once
  • Reviewer
    Location
    Coventry
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I am a landlord and have three accounts with Virgin in my properties.

    Their service is not simply poor, it is the worst, most incompetent that I have ever come across. Their staff don't know how to do their job and something simple like transferring an account has taken over 7 hours on the phone - on a call I am paying for!

    Trust me, when I say that you should avoid them like the plague. You can get a better level of incompetence with BT or EE (with whom I also have accounts).
  • Reviewer
    Location
    Belfast, Northern Ireland
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Even whilst connected via ethernet, I've been experiencing speeds below 10mbps at off-peak hours, with extremely high ping ranging from 100-600ms and high jitter. When it works, it works well with advertised speeds, but especially recently more often than not the internet has been extremely unreliable, with extreme ping and jitter issues, making the internet completely unusable. We're on the best package that Virgin offers us, and yet working from home and multiplayer gaming is an impossibility. Not only that, but Virgin increased our monthly cost without letting us know. Absolutely pathetic service.
  • Reviewer
    Location
    Amesbury
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    STAY WELL AWAY!!

    Went with virgin media after sky paying over £120 a month for 2mb download speed from fibre optic and an on demand service that never works, the broadband is the worst very slow speeds and always cuts out, however I have tried to leave virgin because they have voided there contract by miss selling, however they will not let you leave until your contract is ran out or credit you for lack of service, there customer service is also appalling after telling them my problems every month nothing happened so I stopped paying for there service and this is where there bulling tactics come in saying you can't leave and must pay the full amount even knowing you have tried to leave and they won't let you will never go near virgin again is the worst company around and rude customer services

    STAY WELL AWAY FROM THESE SHARKS!!
  • Reviewer
    Location
    Hertfordshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    The broadband goes down far too often. And every time we go through the same procedure where we call the helpline and do lots of checks, then they book a time for the engineer to come out. And every time, it is an area fault. Today they told me that they don't investigate faults until 5 people from the same area have complained! So it can be one or two days before it's fixes again. This happens far too often.
  • Reviewer
    Location
    Maidstone
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible customer service - just pass you on to other people for you to re explain the problem, won't allow you to cancel without huge termination fees, very very awful service.
  • Reviewer
    Location
    Cam
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      4 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Terrible.
    Our speed gets throttled down to about 0.3mbs randomly. Our hub/connection drops five times a day. And to top it all off when you download a big file like a game or two from Steam you get throttled down to a stupid degree.
    60mbs? That is the funniest joke i've heard from virgin in a while.
    Credit where it's due though their customer servies really are good so props to them.
  • Reviewer
    Location
    Manchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I wish it wasnt true but it is.

    In 3 days I will be out of a job and in 8 days I will become homeless. This is due to things out of my control and not the point.

    A month ago I called VM to advsie them id be going abroad and that I will be moving out of my house on 19 Feb. I have all my family in a different country which is why i have to go there to sleep on sofas at friends and family until i get on my feet again.

    I didnt want to give up to much information on reasons etc as im embarassed as it is over my situation. I was just hoping they would terminate the contract as they would not be able to provide me with the service where i am going.

    They would not let it go, they said id have to pay a disconnection fee. I tried explaining id not have a forwarding address for the final bill and that my bank account would not be active either.

    They then kindly informed me that the debt collectors would find me. Thanks.

    I called up once again, desperate, explaning my situation. That id gotten sick last year, that i claimed for benefits as my SSP wouldnt cover my expenses and my employer did not offer any sick pay, that my claim is still not resolved 8 months later, that id gone in debt, that id lost my home ...

    They were still stone cold, told me straight out i should have made better life choices. As if my chronic illness is my fault.

    They referred to the terms and conditions and saying id comitted to a legal contract. Fair enough. I did.

    I asked if they would have any third party costs for me disconnecting my contract 6 months ahead of time, they said no. This means they will not have any costs for me disconnecting, but still demanding £172.50 in disconnection fee. It is their choice.

    I understand it is a contract. But to ask a company to have a shread of humanity, some empathy, that is just out of the question.

    So as I will not get any help from Virgin media to deal with the horrble situation i am already in, I would just like to warn anyone who MIGHT ever get sick, get in an accident, get divorced or have any other major life event rumble up your economy to please please do not get into a contract with Virgin Media. They will NOT care, they will NOT help.

    They will however hunt you down to the ends or the earth to get their precious money, no matter if they are actually providing you with a service or not.
  • Reviewer
    Location
    Bloomsbury, London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We were given an installation date on the 23rd of Jan. When calling to cancel my Sky contract they said services will be stopped on the same date, so we thought it was excellent timing.

    On installation date a very rude engineer arrives who started complaining about my cats being around, then the cable was cut too short, trying to blame us for doing so. Then he said there was no signal on the cable and we needed the construction team to run a new cable to our property. I told him we have no internet and he assured us we'll receive a call from his manager within 20 mins as soon as he's off the conference call he was having. This didn't happen. 3 hours later we contacted customer services only to be promised another call back which, you guessed it, it never happened. Next day, Friday 24th, I went into a Virgin store where they assured me everything will be sorted pretty soon and I'll get a call by noon. Again, never happened. A call back was promised later that day from Customer services - you can see the pattern, it never happened. I just think they do everything possible to get you off the line because they can't be bothered talking to you.

    Again on saturday after very lengthy conversation on the phone and many apologies, I was promised a call from the area manager(Glen Armstrong) on Monday morning, followed by a call from customer services(Demi) by 1pm, to see if everything was alright.

    Neither of those happened by 2pm so I rang again. Plenty more apologies and nothing good. i was passed from department to department (7 in total), back and forth, all giving me conflicting information. One telling me that appointment wasn't made because the order was cancelled(who cancelled it is another question) and this is why we received no calls, the other apologising and saying it's Virgin's fault, the other saying it's my fault for cancelling Sky so early and installations can take longer (so why give me an exact date then???)... It's been absolutely dreadful, nerve-racking experience.

    Conclusion is that no one in this company has any idea of what they're doing. I'm pretty sure their internet is super fast, and TV is great too, but I just couldn't deal with all the fuss to get to those services. They don't show the slightest interest in your custom and make you feel unwanted. By far the worst experience with a utility company to date!
  • Reviewer
    Location
    Eltham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Well where do I begin , I have been with virgin media from the beginning , they transferred from ntl , I've got all three services with them , all was going well as can be expected , until back end of last year , first off all the broadband went wrong , that was fixed , the the television lost channels , that was fixed , then the telephone went wrong that was fixed , back to the television looseing channels again , after numerous calls and call outs and passed from pillow to post and customer service guys laughingin my face at my problem , I was pulling my hair out at not getting anywhere , so I was passed to another customer service lady , who told me that if she was me Id leave the company as obviousley I had been treated so badly , in the end they decided to run a complete new cable from my house to the outside box , down the street , but hey it still not working properley , after all this time I get the truth , that the L.E..B have damaged the cables and they got to photograph the evidence as they won't repair the cables if the leb won't pay them the compensation , but it should take another two weeks to come back to them and then they will book a date to connect the new cables up , I have been through hell and back and now I'm very tempted to change company's , virgin media have let themselfs down very badly this time , majority of the time I felt it was just useless even phoning customer services , and I hate the Indian call centres , I have a terrible job understanding them , and then they get very rude with you beacause you can't understand them , all I can say is jeez somebody help me

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.