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)

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.

4,691 Customer Reviews over 470 pages

  • Reviewer
    Location
    Portsmouth
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Virgin Media is one of the most difficult companies to contact I've ever had the displeasure of being a customer for. At the beginning of October (2013) I'd sorted out the Way Leave form which sought permission from my Letting Agency to install their services. This was sorted and an installation date was set. It is now January (2014) and I still do not have internet.

    In this period, the maintenance officer came to install my internet but found an issue with the wiring on the street outside my flat. Thus the Construction Team at Virgin Media were sought to do some simple work.

    I understand it is common for broadband to be the most difficult of utilities to setup but it seemed to me that Virgin Media are an absolute shambles. The only communication I've received from them is the occasional letter to confirm continual delays to the installation. When deadlines have passed, it has been me who has had to call them in order to follow up whether the work has been done (costing me over the odds to wait on average 10 minutes to talk to someone at Virgin Media's call centre).

    It will be interesting to see just how long this seriously poor customer service continues, as I've now decided not to call them anymore (it was getting too expensive).

    What are you playing at Virgin Media?
  • Reviewer
    Location
    Bedfordshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    For the last 7 months the connection has been shocking. I have tolerated it for as long as I can.

    The connection disconnects around 10 times a day, completely disrupting what I am doing constantly. I would strongly advice people avoid this service if possible. The connect speed is good, when it works!
  • Reviewer
    Location
    Surrey
    Reviewing
    Virgin Media
    Date
    Comments
    What to say, been with them less than a month and they are rubbish. High latency and even the TV lags. Failed to import home telephone number too. Complete rubbish, avoid like the plague...
  • Reviewer
    Location
    St Albans
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Somewhat astonished that every broadband supplier listed on this site attracts more negative comment than either balanced or positive comment!

    I've been with Virgin Media for many years. I buy all three services (broadband, television and telephone) via cable/fibre from Virgin Media. Virgin Media inherited my account from NTLworld.

    Overall, the broadband package serves its purpose reasonably well. Up to now, I am a relatively light user of broadband - emails, surfing, the occasional streaming of DJ-less radio on Sunday - but am starting to think about replacing the television with on-line equivalents.

    Occasionally, I work from home. In the UK morning, I can establish a VPN connection with my UK office, and the network connection is almost as fast as being physically present on the UK office network. The UK office broadband connection is also provided by Virgin Media (corporate connections). Between about 1pm to 5pm UK time, although the speed of the VPN connection slows, but non-VPN traffic continues to run at a useful speed.

    However, over the years, between 5pm and 7pm UK time, the broadband connection sometimes fails for up to 10 minutes at a time. Sometimes, the modem remains connected, but reports no IP addresses. At other times, the modem reports no connection at all.

    I have complained to Virgin Media about this issue before. The usual response is to swap the cable modem and check the connection strength. This shows some willingness to show the customer that Virgin will seek to fix complaints, but swapping modems doesn't solve any server-side DNS/DHCP issues, neither will it overcome any traffic management policy (if any exists).

    Virgin does not offer an instant service level agreement. If you have a problem, Virgin will do through some basic checks before arranging home visits. Home visits frequently need to be booked one week in advance (in my experience), and you'll need to trash a day of paid-leave, or a weekend, or throw a sickie, for an engineer to arrive between 8am to 6pm, then do 15 minutes of work (typically swap the modem and test it). In all cases, engineers visiting home have left only when the service has been restored.

    I have more issues with the television service than the broadband service. My main issue with the television service is that Virgin, like everybody else, resells only bundles of channels. Nearly all the channels you can buy are funded by advertising. If the advertising can fund the channel, then why I do need to pay to receive this said channel of advertising? What exactly am I buying here?! The advertisers should be paying me!!! To be honest, it's an issue for the Competition Commission. However, with improved broadband speeds and the reliability of cable broadband, it might be possible to stream on-demand items from the BBC and do away with the television service altogether.

    Something to talk about in 2014!
  • Reviewer
    Location
    crouch end
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    been talking to them for a month to have our land line sorted and still nothing just my mobile phone bill still going up!
  • Reviewer
    Location
    Nottingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Just relocated from Essex where we also had Virgin, which ran fine- broadband being connected by ethernet on that occasion. Was a bit reluctant to go down the wireless route as had heard some real horror stories. but had to by necessity. My main problem was having a 2008 Mac Pro tower with no Airport card installed which I wanted in the attic (every man should have an attic). Didn't want to cable all the way from there to the lounge so (after much research and forum help) got a set of home plugs. To cut a long story short, Virgin man turned up at 1.25 and had finished setting up Tivo, broadband and phone by 2.20 (and was also a jolly nice chap). Homeplugs work brilliantly - getting a steady 50meg speed from my 60meg package. Did a download test - 2.17 gig file downloaded in less than 10 minutes. In summary…very happy customer!
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I've been with Virgin Media for close to two years. I missed my chance to cancel the contract after the first year following the fake promises done by their customer service and so called managers. On bad days I get speeds of 0.01 with broadband constantly dropping. I live close to the biggest financial center in London and yet they cannot have a decent service and have never bothered to fix it in any way.

    Bottom line is, following my experience with Virgin Media I will make sure to stay away from anything with the Virgin brand. The lack of care for the customer and the disservice make it one of the worst broadband experiences I have ever come across.

    Stay away from it!
  • Reviewer
    Location
    swansea
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    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
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    When broadband works, it is OK. But the reliability is truly appalling. For the last 4 months, it has been going down several times per week, often for many hours at a time, resulting in the need to use my cellphone as a hotspot for work connectivity, with predictable results in speed and phone charges. (I am writing this on an iPad connected through my phone because broadband is offline). On many occasions m wife has lost work that she was processing online when the service disconnected.

    This broadband service is as if we lived in the Outer Hebrides, not Inner London!

    The contract is up for renewal in January. It will not be renewed!
  • Reviewer
    Location
    West Yorks
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    Virgin are known for their diabolical customer service, a reputation well deserved.

    Their claims are massive, their product fails to deliver.

    You could always complain but, have you heard about their customer service?

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.