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
    Cardiff
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    In my experience, virgin media do not provide the speedy broadband that they promise to. They also set up our services wrong so that the installation meant not everyone in our small house had internet at the same time. Finally, they billed us for a month when we were not even living in the house, despite us giving notice before the billing date.
  • Reviewer
    Location
    Hampshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    So after being charged 4x the BT rate for ~1mb connection i've been trying to leave Virgin for the last month. After calling to leave and get my MAC code - I came home to find the Broadband disconnected immediately. After 3 hours on the phone virgin tell me nothing they can do as BT have taken over the line, refusal to reconnect the broadband and have now us without broadband for 4 weeks. They also refuse to release the phone line so we can start the new service.

    I could write a small book on all the calls, escalations, contradictions, mis-guidance that we've been through over the last 2 weeks trying to resolve this...... its been stressful, unprofessional and and caused significant personal impact as we both work at home and rely on being connected. Due to the nature of our work we have a police monitored system which is now down - so they have also put a worker at risk for a month which could have horrific consequences.

    So far we have spent in excess of 5 hours on the phone escalating..... been lied to repeatedly about disconnection dates, status of the phone line, "Software issues", its BTs fault (untrue), its standard practice (again not true)... I could go on...

    I have never in my life experienced such bad customer service, been lied and misguided so much by any company. I've cancelled everything to do with Virgin and will never use them again for anything, Working in a large company who use a lot of data and telco connections... wont touch them with a bargepole for those either!

    Virgin used to be a brand I admired........ after this experience I will never used them again for anything and am constructing a long letter of the events of the last month to send to the industry regulators, watchdogs and online forums.
  • Reviewer
    Location
    cardiff
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Beware of virginmedia deals. Keep a copy of everything as they do not honour the credit off your first bill unless you get it in writing. Funnily enough they don`t mention it in contract. Make sure you get it in writing. Also very disappointed with broadband keep having router problems.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Virgin has been consistency disappointing througout . The UK based customer services representives are really rude and have no desire to assist you with your problem (in fact one started arguing with me over the phone). Additionally, always having one problem or another. For the past two months it has been the broadband speed, but now I have lost my movie channels. Virgin used to be a associated with quality, but now they take their customer base for granted!! Poor service all round!!!
  • Reviewer
    Location
    Charlton Park Lane
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    I have been Virgin Media for several years.
    Currently they asked me to pay £ 2650 (yes it's twothousandandsixhundred pounds and more) for allow me to have the cable when the road where I leave it's all covered with Virgin Media cable except my building.
    It's three years they promised that they will improve the network, it never happened instead the asked me the above mentioned figure.
    My neighboor leaves about 1 yard away from me and he has got cable.
    Virgin Media customer service and complaint department I believe have changed on the last three years.
    Virgin Media said they have change some major admn structure three years ago which might have effected their services.
  • Reviewer
    Location
    SOUTHAMPTON
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Very few problems and the call centre if I need it are always helpful. I can't see why I'd change and risk another provider like the over-priced BT.
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Comments
    Virgin media are absolutely terrible for gaming, high ping, high jitter and when trying to get hold of support you get put through to someone in Malaysia or India that goes through their "script" each time you call, effectively getting you nowhere and wasting your money on the call.

    On my second support call (which took an hour of ping and trace route testing) I was told there was a problem and it would get escalated to "the second tier" and would be called the following day to get the problem sorted.

    No call the following day and when I called them in the evening they started back at square one, trying to log into my router and change the MTU and not even acknowledging what had happened the previous day even though they had all the details sent to them in an email.

    On the third call I got through to the "technical manager" who simply went did the same thing that the very first person I called did, logged into my router and changed the MTU and upgraded the router firmware.

    Stay far away from Virgin if you want decent internet for gaming and any form of support, I have done a ton of research online on all the major UK ISPs and virgin wins by far in the complaints department.
  • Reviewer
    Location
    Coventry CV3
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I am totally satisfied with VM's service. I get 104Mb/9.7Mb 24/4. My ping is generally below 10ms with jitter no more than 1. The icing on the cake is 120Mb/12Mb by the end of May.
    I have never been traffic managed and have had only one fault since 2007. When I have contacted customer services they have always got the job done, even off-shore call centres. The TV service is excellent. I have a VIP package with 1Tb TIVO and an HD box. They do what it says on the box.
    Recently I have been part of the new superhub2 trial. This is an excellent modem router that certainly improves on SH1. It completely out performs the BT Infinity hub by all accounts. I can pick up the WiFi 50 meters down my garden and strongly anywhere in my house. Even my android phone gets a download speed of 25Mb. Thanks VM.
  • Reviewer
    Location
    Finsbury park, London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    The whole experience I have had with virgin has been shocking since I have joined, I have been on the phone far too many times with faults then I should have for a premium service. Wasting time at homefor an engineer to fix the issue. The Internet is not as fast as I hoped it would be and the phone never seems to connect when relatives call. The v+ service has been hit and miss when recording shows and the Internet is intermittent. I was told I would get a certain price for my contract only for this to be pushed up by a price hike later in the year. Then get an email a few months after the increase in charges saying that we as customers we are getting more for no more! The services are also shocking ,the BBC iplayer is incredibly slow, so slow I don't use it. The virgin tv anywhere app for iPad doesn't work!

    Honestly, I do not know why I renewed my contract last year. They told me I would get the package for £25 per month for the same service on,y to find out that this did not include v+ and then followed by a 12% price increase only 6 months down the line!
  • Reviewer
    Location
    Doncaster
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    I've had the 60 Mb service for just over a week. The system now seems unstable and is forever dropping. When it is connected, it's very fast, but it's so unreliable. My previous up to 30 Mb was not overly fast but it WAS reliable. I don't know how their service is, I'm about to find out.

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.