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
    3 stars
  • Speed
    3.2 stars
  • Reliability
    3.1 stars

Based on 8776 customer ratings since 2019-01-23 (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.

3290 Customer Reviews for Virgin Media

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Reviewer Location Reviewing Date Ratings
Absolutely terrible company. Service is totally unreliable and crashes constantly. I'd see the point if I was rural but we live in Glasgow. Customer service a joke and pretend to put you on hold and then they hang up. You will very VERY rarely get someone with a good grasp of English. Half your call time will be repeating yourself and asking them to repeat what they say. I'd strongly advise people to go elsewhere
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Glasgow Virgin Media  
Worst company I've ever dealt with. Nothing works as it should and the internet is terrible. I've spent over 4 hours on phone in the last month trying to get problema resolved.
If there was a prize for the worlds worst company it would have to go to virgin. What a nightmare of a company avoid like the plague!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
GLASGOW Virgin Media  
Been with Virgin for about 8 years. It's never been as bad. Giving up with them. We have a 70 mb broadband service and basic TV. The broadband is good when it works - the TV is slow, frequently not working or partially working and often have to restart the TIVO box to get it working again. Customer support is abysmal. Just been waiting 22minutes (Thus evening) to try and get through to support about the latest problem (no On Demand service). The automated signal testing and reset service doesn't actually work - was told via this service that to fix the problem TV etc would be restarted and there would be an interruption in service - nothing happened at all. And the end of the day it's the customer service that is is the decider to change providers. Feels like Virgin are massively cutting corners with this service as well as the actual delivery.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Hove Virgin Media  
I am paying for over 70Mbps I get ~15Mbps virgin are rubbish and are very expensive!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Tonbridge Virgin Media  
Mis sold Virgin as a great deal when looking to save money. I was told that the TV, phone and wifi bundle was the best and would be cheaper than what i was paying. What a joke! After countless phone calls to the customer care line about the poor wifi speed I was told I needed to up my bundle package, which i eventually did just for peace of mind for my teenagers. That still didn't work and when i got hold of customer care team again they explained that it wouldn't work because the interior walls in my house are made of brick so what was I to expect? What I expect was some wifi. I have requested to leave Virgin Media as it is still not sullying me with the service I am paying for, however i have been told by customer services that I can not as I am still in contract. No one I speak with will put me through to a manager so DO NOT TAKE OUT VIRGIN MEDIA unless you live in a cardboard house! My bills have come out of my bank at a higher amount than i agreed to but no one can explain other than "this is your bill" VIRGIN IS A JOKE.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Salisbury Virgin Media  
The broadband speed is good, tend to get the speed advertised. However when something goes wrong it is impossible to fix for them and constantly being on the phone to them for 40mins-60mins+ and getting nowhere. It takes an average for them to answer in 15-20mins whereas there competitors answer in less and the issue is resolved in that time. Decided to leave them 2 months into the contract as I've had enough, to pay good money and get a sub par service, its an absolute joke, ofcom should do something.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Lancashire Virgin Media  
Miss sold a phone line that Tripled my bill!
I was sold a bundle for internet, tv and landline, the landline was meant to come with free landline call and was sold on that being when ever. My bills went from £78 to £227! When I explained I was told I had free landline calls they said it was only for weekends and it was all my fault, they did help in the slightest and frankly didn’t care, the attitude of all the staff from customer service in India was disgusting to the point that I have cancelled everything. As much as the Virgin TV is a good service, this has completely tarnished the company for me, back to Sky I go...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Enfiled Virgin Media  
YOU HAVE BEEN WARNED
YOU HAVE BEEN WARNED! I am sitting here a month after giving VM notice of leaving and still they are messing me about I have contacted them 6 times over that month to tell them I am leaving and now still they say after all that time there is an issue, so my advice to anybody would be DO NOT USE VM !!!
Northern Ireland Virgin Media  
A shocking service particularly for the last 3 weeks but hasn’t been satisfactory since we joined Virgin Media. Have been meaning to leave for a while now after lots of unfruitful telephone calls to Virgin Media customer services and technicians . Customer Service is very poor with no recognition of the difficulties we’re experiencing with frequent periods of no connectivity. I don’t feel I can award any star ratings - zero across the board.
Bradford, UK Virgin Media  
Virgin media doesn’t care
I have had one of the worst experience with this virgin media company. I called them 3 times in 2 weeks and they said an engineer will call and come but no one called. Now when I called them the call centre team and manager said , the service is not available on that postcode.
The annoying part is that they are providing service just next door. And not in new build house where I am based.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Stanwell Virgin Media  
I wouldn't give one Star! Avoid these ( if not already a victim). The Broadband is awful, been like it for months on an off, after a large number of complaints I get no help! All they care about is payment. I have Cancelled 3 TIMES! And still not honoured! These really are crooks and need looking into.
JUST AVOID!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Mansfield Virgin Media  
I've been with VM for over 11 years. In that time, I think the internet has gone down only a handful of times and it has been consistently very fast.

The reason I'm leaving them is cost. I'm basically on their minimum package but still getting charged £60 a month for 70Mbps internet. That may be reasonable value, but I just don't need that speed. And they're unable, or unwilling, to offer me anything less.

Trying to actually leave them has been fairly stressful. You can't cancel on their website, or via email. Nor do they make their postal address readily available. You have to go through their awful call centre. If you go through the menu to leave VM, you'll be put on hold for half an hour and then get through to someone who can't actually perform the task that the menu took you too. They then put you through to their retentions department - another half hour wait.

After countless attempts to actually talk to someone who would cancel the service, and failing, I ended up finding their postal address on the VM forum, and sending a cancellation via recorded delivery.

It's one thing to try and encourage customers to stay, I was initially quite willing to be persuaded, but after this experience I can't wait to be rid of them. They seem intent to obstruct you from leaving, and they do it in a "you can't do that" rather than "what can we do to make you stay" sort of way.

Got a BT line installed the other day. It's 1/10th of the speed. It has several computers, phones and catch up TV boxes attached to it. No one in the house has noticed any difference and the wifi is actually better.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
southend Virgin Media  
Customer services zero, broadband speed average never get the speed I'm being charged for or as advertised, so not fit for purpose. Going back to BT ASAP, top advice AVOID.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Wakefield Virgin Media  
Worst customer service ever. Problems with my parents phone line and broadband. They are in their 90s and have a careline alarm which is attached to the phone line. Constantly experiencing lost connection which means alarm doesn't work. They say they have not identified any problems on phonelune or network. Been pushed from pillar to post. Booked an engineer but was then told no engineer booked. Couldn't speak to anyone in authority only offered a call back. Not good enough with vulnerable people. Moving parents to another supplier. Fast speeds only any good if it works.
NORTHOLT Virgin Media  
The actual service was quite reliable however their customer service is appalling so my advice is DON'T TOUCH WITH A BARGE POLE!
I was with them for several years but felt I was paying too much for a service with lots of features that I didn't use - asked to reduce level of service to reduce cost and was told (after spending a couple of hours on phone) that it was not possible -so decided to leave. Sent letters (by recorded delivery) and also contacted another broadband provider. It seems when the other provider contacted VM to transfer my telephone number the disconnections/retentions dept became involved- they offered me a decent package at a reasonable price and I was tempted to stay - I queried if the cancellation letters I had sent would affect anything and was assured that if I agreed to a new contract then they would not take effect. GUESS WHAT - go away on holiday and aware of a problem, so contact VM to find out that whilst I have been away my services have been cancelled from my letter! I spent over an hour on the phone trying to get my services re-instated - no form of apology - they admitted there was a recent contract but no notes on the system to say to ignore my cancellation letter so the service had been cancelled. They would happily set up a new contract but at a higher price than I had agreed- of course I refused and demanded to have the agreed contract re-instated - got passed between several members of their staff to be told the same thing - asked to speak to a manager - was told I was going to be put through, then the same person came back and told me the manager would say the same thing! I got cross and they hung up on me - AVOID YOURSELF THE STRESS - DON"T DEAL WITH THIS COMPANY - THEY DO NOT UNDERSTAND CUSTOMER SERVICE - GO ELSEWHERE.
  • Satisfaction
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Warwick Virgin Media  
Awful DONT GO WITH VIRGIN Customer service is non existent and i thought talktalk were bad virgin is ten time worse Avoid them at all cost , like boris johnson they lie all the time THE company from hell
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
marlow Virgin Media  
I have been with virgin media for over 9 years. The Internet is overall not too bad. However if you are unlucly enough to experience any kind of problem, you have had it. On average I have been on the phone for 45 mins just to speak to a person. When you factor in the lack of value for money it doesn't make for a good package. I would avoid. On completionbof my contract, I will go elsewhere. Having ultra fast broadband doesn't negate you of providing any kind of customer care.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Manchester Virgin Media  
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  
We setup a virgin business account having been with talk talk for over 10 years with no issues. We decided to change for fibre. When the rep called we setup a direct debit, as an opening deal we were offered 3 months free. The first invoice that arrived was incorrect, I contacted Virgin they said they would correct and that there would be nothing to pay next month. We had another couple of invoices.. I filed them as they were paid by direct debit, Then one morning we had no internet access, and couldn't make phone calls. When we called Virgin to report a problem, we were told we had been disconnected for non payment. I argued that we had setup a direct debit (I have the letter to prove this). Virgin insisted that we hadn't (basically calling me a liar) and we should have paid the invoice, and that we now have to pay the outstanding invoices and a reconnection fee of £20. This we did immediately, as we were effectively held to ransom through no fault of our own. Virgin have now damaged our credit reference with a default. This was not our fault, the direct debit had been setup but virgin didn't apply it to our account. The Virgin Rep visited again recently to ask how things were going, he confirmed that the only way to setup the account is with a direct debit. What an absolute farce. Virgin don't care. beware. On top of this we've had outages and lack of speed.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Christrchurch Virgin Media  
Total **** inc there even worst customer services avoid like the plague at all costs
  • Reliability
    1 star
Sutton Virgin Media  
ABSOLUTE CON!!! Do not choose virgin media for your broadband! Over the past year we have had on 2 occasions a technician come out to “fix” the service and both times we have been left with a worse connection and service. To start with the price is constantly rising as if it wasn’t extortionally expensive already. They say the price is rising so they can give you a “better quality” of service which is a total lie! They just con you out of paying more and more money. You do not get the type of service you pay for. When it actually works the WiFi is reasonably fast, but half the time it does not have an internet connection. It is totally unreliable. When there is more than 3 devices using the WiFi it becomes incredibly slow even though we are paying to be able to use 5+ devices at high speed. Considering we don’t live in a mansion you would’ve thought the connection would be able to reach every room in the house, no. The WiFi connection Is only available in the living room the router is in, the room directly above it, and the kitchen directly next to it. This leaves 3 rooms without a connection. Since we pay in excess of £60 you would of thought it would be able to reach every room in the house which are not far from the router at all. On top of this the online and telephone customer service is SHOCKING! Not a single person I spoke to seemed to actually want to help out with your problem, they basically told us if we didn’t like what we got, bugger off somewhere else!! Oh by the way, this was after calling multiple times and every time being put on hold for almost 40 minutes! If you have to wait that long to be able to speak to someone who “deals with technical problems” or who “deals with cancelling accounts” there is clearly A LOT of unhappy high paying customers. Also, when you finally get through to speak to someone, it is very difficult to understand them as none of them seem to be able to speak proper English and you spend most your time repeating yourself or getting them to repeat themselves. There is no long term customer loyalty. Before we started having these problems in the past year, we have been with virgin media for probably 10 years and we have received no rewards, discounts or upgrades on deals whatsoever. The price just keeps on rising! When we very first joined we must’ve of been paying around £30 for amazing service, and now it’s done a complete 360. We pay over double the amount for the worst possible service you could ask for. after trying to get a hold of service teams for 4 days, we have finally been able to happily CANCEL our account with them and joined with EE broadband who have offered us a super fast WiFi deal at nearly half the price. EE by the way have brilliant and fast customer service with polite and clear English speaking team. They also said they barely ever raise prices once you’ve chose your plan. Get yourselves on the phone to EE ladies and gents and cancel that virgin media bulls**t!!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Manchester Virgin Media  
I've been with Virgin Media for around 2 months. In that time, there have been around 5 outages, with a couple of them lasting several hours. Once the network comes back up, the Virgin hub takes several more hours to connect and get stable (lots of false starts, lots up connecting then dropping the connection). The web page and general interaction with Virgin are awful. Speed is decent when the service is up, but see above. I can't say that Virgin can be relied upon if you really need the network to be there - I'm doing a house remodel and need the internet a lot, plus our home entertainment is all internet. Will be switching. Awful
  • Satisfaction
    2 stars
  • Speed
    4 stars
  • Reliability
    2 stars
Manchester Virgin Media  
Terrible customer service. All i wanted to do was change name on the account and reduce cost as after 12 months goes up by £15 a month!!!
5 hours worth of calls and still no one can give me the deal that was provided on my initial call.
Keep telling me to access my online account - which i cant access because of change over and 5 days for technical help.
Terrible teams working on the phones, one lady argued with me for 10 moinutes when i asked to be put through to a manager (as no complaints area!! - i wonder why)

Not worth the wasted time. I am not on the search for a better provided. Hence where i found this site.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Herfordshire Virgin Media  
Very expensive and poor long term customer loyalty. I will be switching next month as I've been paying well over the odds for years.
  • Satisfaction
    4 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Hartlepool Virgin Media  
When it works the speed is good. Calling Virgin Media is always slow and painful. No way to notify them of outages other than calling. Booked engineer does not turn up, no message or calls. Customer service chase engineer but are unable to provide any information such as how far away the engineer is or how many customers between them and me or any other estimate.
I have called to complain and informed 'the system' will somehow determine a discount to apply to my bill, which is doubtful and also probably mean knowing them.
I am switching broadband as soon as Ecotricity setup up their service, because their customer support is excellent.
Highly unrecommended.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
London Virgin Media  
Extremely poor administration. BB tends do slow down quite often - I am paying priviledge. Costs are very high just for WiFi & BB I will be cancelling in Aug as their costs go up in Sep.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
NetleyAbbey Virgin Media  
There has been breaks in theservice with no warnings or compensation
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Lee on the Solent Virgin Media  
Customer service is terrible been trying for days to speak to someone broadband keeps disconnecting then reconnecting wouldn't recommend virgin media to anyone
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
England Virgin Media  
Customer service is a nightmare. I've been trying to cancel my contract with them for two weeks now, they refuse to acknowledge that has taken place and they keep sending me emails about my new upcoming charges for the next year. Customer service incredibly rude and unhelpful. Never again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
London Virgin Media  
Totally useless technical support that are just like robots and never listen to what you’re saying
  • Satisfaction
    3 stars
  • Speed
    4 stars
  • Reliability
    3 stars
London Virgin Media  
I've come to loathe Virgin Media. Constant service slowdown and interruptions and this is after 2 technician visits trying to "fix" the line and what have-not. Ludicrous. Pathetic service. Switching to someone else NOW. Stay away! They suck gas!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
NW3 Virgin Media  
I don't know what has happened to Virgin but Usain Bolt has been replaced by Ann Widdecombe with her laces tied together.

Just awful. Phoned their service desk from my Virgin phone and after 200 keypad entries I just got "the other person has cleared". Meant to be getting text message updates on a service outage which is meant to be fixed but event their text service is down.

I pay for a 350Mb/s service which is capped down the network (trying to hide it) at 80Mb/s.

Spoke with the paranoid android customer service person and I just gave up and gave notice. Comical.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol Virgin Media  
Internet speed is good, when it works. Keeps dropping on a regular basis since February. Already had the hub replaced ans two visits from a technician. Customer service utterly useless and I had to wait over 3 hours for my chat being answered.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Croydon Virgin Media  
Absolutely disgusting vile lying load of robots .

Every month demanding money for a service which was asked to be downgraded the previous month for a period of 4 months .

Will be suing for loss of earnings and inconvenience
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
Liverpool Virgin Media  
It is normally very reliable. But now something seems to have gone badly wrong with their customer services. I have spent about half an hour listening to the horrible 'music' on the phone waiting for somebody to reply. The online service is no better if you need to talk to a person. Its very frustrating. Im paying £80 per month for this and I've had enough!
  • Satisfaction
    4 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    4 stars
Cambridge Virgin Media  
Appalling service recently.
I have had Broadband and landline with Virgin Media since 2011. Apart from having to ring them every 18 months to negotiate a cheaper price, I have always had a good service from them.......UNTIL 2 - 3 months ago.
Since then my internet has been intermittent at best. Each time I phone I am told that there is a problem in the area and it will be fixed by x date.
This date keeps being moved forward - they now say 14th August!
When I first phoned, I was credited with £10 and promised that it would be fixed within 1 week. Today, after spending 55 minutes on the phone to them, I was offered a miserly £5.
At no time has Virgin media written to me to acknowledge that the problem is ongoing. I have received 2 letters informing me that they will be doing important maintenance work in my area and there may be disruption on a particular day.
I am getting nowhere with them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    1 star
Manchester Virgin Media  
Am supposed to get up to 350GB, but at the moment am getting only around 80GB. Is also often down. Quite why Trading Standards permit this, is a mystery to me.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
NOTTINGHAM Virgin Media  
I had two years of broadband at 10% of its supposed speed due to the incompetence of this evil company. When I tried to leave, they were at their worst. They billed me for months after I switched, sent me confusing bills and badgered me and now, months later, they are threatening to charge me for kit I returned two weeks ago. You can't get through to anyone who understands you and the company doesn't care at all. Awful.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Linlithgow Virgin Media  
For the amazing reviews Virgin is getting, the internet is shocking. Unless our tenement flat is of a special kind, the signal seems to be restricted mostly to the room where the router is, so a bedroom three doors down or kitchen next door barely has any internet (and that's with laptop, tablet and phone of three different brands...) so hopefully a booster will fix it.
The installation was really quick and the staff was great.
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    2 stars
Glasgow Virgin Media  
After years of utter rubbish broadband services and price increases I decided to leave and what a relief the best decision I ever made , when I was with virgin media I was constantly getting losses of services and always getting price increases and whenever I tried to leave VM the VM customer convinced me to always stay stating there services can't be beaten your getting A+ grade service compared to all other suppliers and guess what I joined another broadband supplier and never had any loss of services it just goes to shaw don't trust this evil money grabbing company who don't care about loyal customers
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Keighley Virgin Media  

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