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
    2.9 stars
  • Speed
    3.1 stars
  • Reliability
    3 stars

Based on 8393 customer ratings since 2019-08-14 (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.

3489 Customer Reviews for Virgin Media

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Reviewer Location Reviewing Date Ratings
Good points:
- The set up process was simple.
- Customer service of installation staff was brilliant.
- Internet speeds were great (when internet was working). Could stream movies etc. on two devices at once with no problem.
- Online account useful to check bills/payments etc.

Bad points:
- Internet would cut off sometimes, and on occasion not reconnect for an entire day, even when Hub is restarted.
- Price increased by too much within the contract period. And was already a bit expensive in my opinion for the service being provided.
- Customer service I received over the phone was terrible. I couldn't understand the advisor (as his English was poor), and he couldn't understand my accent either. This made what should be a simple process of ending the contract unnecessarily complicated.

Cannot comment on parental controls as did not use them but they are offered.

Overall the broadband itself was great (speedwise) but at times unreliable, and customer service over the phone was awful.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    3 stars
Manchester Virgin Media  
I have been a Virgin customer for over 5 years now and am very satisfied with the product (TV and Broadband). However they let themselves down very badly on the customer services front. As my contract was coming to a close in September I rang them to negotiate a new one. Since then my monthly bill has not been correct. I have rung them numerous times and been passed from pillar to post or cut off on a couple of occasions. Each time I am told it has been sorted but then the next bill arrives and its the same story. They seem to tell you what you want to hear over the phone but completely ignore the problem. Of course when you ring again its a different person you are talking to and you have to go through the whole process again with the same result. It seems to be a never ending circle! Well i'm just about at breaking point, so if its the same next month I shall be looking at Sky or BT.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Nottingham Virgin Media  
Before I moved house I checked that all services were available in my new location, yes, so I booked my move with Virgin. Phone, broadband and TV. Contract arrived with all three. Engineer arrived and said that the phone was not on his worksheet, despite being on mine. He would have to reschedule. A week went by and I chased Virgin for a date. And was told, we can't install a phone at your address as there is insufficient space in the local connection box. Now, if this is the case Virgin are guilty of misleading advertising, fraudulent selling of a contract and an engineer who either told me a porky or didn't know himself. I eventually got to speak to a man in the moving department who has arranged an engineer to come and have a look, not necessarily to fit. I have told Virgin that if they cannot provide a line they can cancel all services and compensate me. They are so keen on deal making that they do not check on area availability. Really disgusted with their service.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Trowbridge Virgin Media  
Lost tv and internet over Christmas period. Called up a couple of times, advised to reset, worked each time for a short while then lost again. Finally sent an engineer in the new year and had to have equipment replaced. Waitingto eee if compensation to be given for loss of tv and internet over Xmas period.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    3 stars
Farnborough Virgin Media  
When moving home had to cancel as VM don’t have services at my new address. I’d been happy with broadband & tv so would have taken them with me. When I called to cancel the very curt and clearly miserable customer services woman told me there would be a disconnection fee of £150, she refused to put me onto a senior manager. I hung up. Next day called again, very nice bright woman answered, apologised that they couldn’t offer me a service at my new address but that as I paid a month in advance I was due a refund of £50, which I duly received! Clearly no real policy just luck of the draw...so I recommend trying till you find a civilised reply!
  • Satisfaction
    5 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    3 stars
Camden Virgin Media  
Think Virgin are expensive b/band medium tv and phone (we rarely use phone)
My concern is what guarantees do I have re wifi speeds if I leave Virgin for another supplier
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Stoke Virgin Media  
Fast Internet speed but unreliable and inconsistent, sometimes leaving my weekends without Internet with no solution or anything use to say. Complete tihshole of a company.
  • Satisfaction
    3 stars
  • Speed
    4 stars
London Virgin Media  
I was with EE but have been having issues with poor speed. VM are providing 100mb for £38/m which is an increase of 75mb for £5/m extra.

The guy on the phone was clear and it was easy to set up. They kept me well informed and engineer turned up on time. Didnt take long to set up as the router is kept next to the external wall.

If you have 3 floors, the router won't reach the top. Buy a wifi extender. Don't pay VM for it as it is a £60 installation charge and £50 for the extender. Complete rip off as it is plug and go! Go to amazon/argos and buy it. If you pay more you'll get faster speeds. I paid £30 and am getting 35mb.

In terms of speed - varies greatly. I find the router itself useless. My Ee router which is 2 years old is better and reached the loft without a drop in speed. If there are any walls at all speed dropped by upto 50 megs.

Feel really disappointed with the router's performance. You expect better as they rave about their new cables.
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    3 stars
Walthamstow Virgin Media  
Did you get talked into changing from broadband and telephone to adding tivo television when the Indian gentlemen told me you could watch TV on your tablet or phone anywhere in your home, then you try this, after you install the Tivo box your self, you can only use this so called service, unless you have a I Pad/I phone or a Samsung tablet or phone it does through work on any PC. The Vito box does not get used by anyone in the house as we already have a free view sat system and normal TV system. Because I agreed and did not cancel within there time limit and I tried for at lest thirty days trying to get this work on my tablet, I was hoping as I was paying for this “crap” some one would use it, but I now find out I'm stuck in a “eighteen mouth contract” with “six months” to go, I'm told I can cancel the Tivo but must pay Virgin “£16.00” to cancel, as I don't use the land line phone which I have had for well over “ten years”, but I what to keep the broadband, I asked if I can get rid of the phone I was told that will be “£54.00” to cancel this because its in with the “bundle”, I asked how much the cost of “JEST” broadband on its own was told £30.25 and that would be 100mb. This is with out the phone I now know it would be cheaper to go with the rip off lot “BT”
I fell this company are the biggest rip off merchants going and I fill they have broken there contract with me but what can you do about, and when you ask them for a recording of what you said they say no we have not got one, I can only tell people to NOT USE THIS BUNCH OF RIP OFF MERCHANTS AND LIARS.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Swindon Wiltshire Virgin Media  
When it works, it works well. But for 75% of the time, it is useless! Paying £41 a month and the internet breaks every single day, without fail. The ping is never stable, making any sort of gaming impossible (ranges from 20-140). Currently got 60 ping and 4 mbps download. Should be 75mbps...

On average 3 times a week the router has to be reset, sometimes twice a day. Constant disconnections. So unreliable. 1 star is too much. If you get any work that has to be done now and for tomorrow, the router will fail you.

DO NOT GET Virgin media's Broadband. Causes too much stress for the little while it does work.
  • Customer Service
    3 stars
  • Speed
    4 stars
Coventry Virgin Media  
Joined Virgin media when we moved into our property as our mother in law uses them. The first year was great overall, then we joined for another year and were very disappointed. The Internet is so slow and cuts out. After numerous calls about this they say it's fixes but the problem still arises. After being a valued customer for 2 years we have never had anything to say thanks. After this year end we won't be joining them for another year.
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
Virgin Media  
If they had a uk based call centre they would get a better score. Speed isn't what it is said it is.
  • Satisfaction
    4 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    4 stars
GATESHEAD Virgin Media  
Useless customer interface at TravelLodge. What chance of decent service if they can't provide a sensible interface for a multimillion contract? Wouldn't touch with a bargepole
  • Customer Service
    2 stars
  • Speed
    5 stars
New Brighton Virgin Media  
WiFi and tv is good. Customer service needs a bit of work I called the customer service line as I couldn’t create an my virgin Media account I told a guy on the phone about it and I was told to wait 24-48 hours and try again. I waited tried again still didn’t work. Got two missed calls from virgin as I was at work so I called back when I got home and a lady told me they “changed my password” even though I didn’t have an account then I was told it will take 5 days to get my account fixed. I tried to access some software on my pc and it was blocked internet connection by the parental controls I’m guessing as it trying to access a remote server.
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    3 stars
Virgin Media  
Nothing wrong with broadband but we were sold broadband and landline. When engineer came out to install he advised we could not get landline as no capacity so left us with just broadband. Contacted virgin advised to leave it with them and would be sorted but till we got landline we would not be billed. Month later still no phone or further contact. Broadband stops working. Phone virgin who advise they have cancelled our contract. No warning no reason. Nothing we can do. Tough luck. Have had to sign up to new package will need to change all contact details again, wait two weeks for installation and they still don't know if we can get a landline.
  • Speed
    4 stars
  • Reliability
    3 stars
Shipley Virgin Media  
Two years with Sky broadband - no problems at all.
Less than a month with Virgin Media - down over Christmas and not being fixed until the New Year.
Due to a new build, we’ve been basically given no choice but to use Virgin (outrageous), otherwise would never have changed.
  • Customer Service
    4 stars
  • Speed
    3 stars
London 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  
Can't fault the broadband speed or service.
However i refered a friend and they shafted us. We've phoned up repeatedly to sort it out.
My friend recieved an email saying we'd get 50 pounds each.
Called them afew weeks ago and spoke to a nice to send her a copy of the email,liked her a lot.
Called today and then said no you both don't get 50 quid each i get 50 and my friend get free installation. We didnt get jack. Waste of time since richard bransin sold it.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    5 stars
nottingham Virgin Media  
When it works, broadband is great... but is very, VERY unreliable. If I wanted to, for example, play a competitive online game, I simply cannot, as the connection will randomly cut off for everyone and refuse to come back up for several minutes, often giving random "you need to provide credentials or sign up to your provider to access the internet". This has been happening for months and while the customer service for the setup was not bad, I think we will save ourselves the hassle of trying to get this fixed and just swap back to Sky or BT.
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
North East UK 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  
Received a router and within a week of setting it up the Wi-Fi had stopped working. I called up and it took 3 and a half weeks for any process to be made with each phone call going over a hour. Being transferred between departments countless times. I suggested they send me a new router due to a Mac number complication and they said they would.... and never did so I called back had to go through the problems all again, swear they just don't make notes on the account or somthing and finally they agreed to send me a new router.
Now I have the new router it works lovely. But all the hassel and stress could have been avoided if only they actually listened to me when I first called.
Wi-Fi quality itself it great but the customer service was terrible and I will not be going with virgin media again.
  • Satisfaction
    2 stars
  • Speed
    5 stars
  • Reliability
    3 stars
Virgin Media  
Customer service is awful - so frustrating to be on the call passed between departments, upsold, put on hold, and re asked the same questions over and over again. It's almost like they are trying to be difficult.
  • Satisfaction
    3 stars
  • Speed
    4 stars
  • Reliability
    3 stars
LONDON Virgin Media  
The speed is really good. But you can end up with 2-3 weeks of no broadband service and Virgin Media customer service won't help you (even if you managed to get hold of them)
  • Satisfaction
    3 stars
  • Speed
    5 stars
  • Reliability
    2 stars
Basildon Virgin Media  
The last couple of months the speed has been consistant but before that it dropped to below 1mb. Oly 1 of the Virgin 'Techs' did any thing but the minimum to help.
  • Satisfaction
    3 stars
  • Speed
    4 stars
  • Reliability
    3 stars
Kingston,Surrey Virgin Media  
TERRIBLE CUSTOMER CARE. The VM engineer created a deep, 12 inch long scratch in our brand new wooden floors in mid-August. It's now mid-October and they've done NOTHING about it despite 5 calls and 3 emails. My advice: go with Sky.
  • Satisfaction
    2 stars
  • Speed
    4 stars
  • Reliability
    4 stars
London Virgin Media  
Quality of broadband service is fine in my area and I've had few issues with continuity of service.

The customer service however is appalling. The log in process, security questions and the like are abysmally co-ordinated. After three years, they still haven't managed to remove my ex-partners details from the account and account security data, despite repeated requests. It is also virtually impossible to communicate with a human being to resolve any issues.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Lincoln Virgin Media  
Not especially pleased with are broadband can so called get speeds upto 100mb, after doing a test a few times doesn't seem to go any higher than 38mb which is disappointing..
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Frome Virgin Media  
Customer 'service' - I've never known such a level of incompetence in my life. I'm STILL trying to get myself registered as the primary account holder a fortnight after I took over my son's connection when he moved out. After jumping through numerous hoops on the phone to actually talk to somebody, I ended up talking to a human automaton at a call centre god-knows-where. I couldn't understand a word they were saying, and vice-versa, and eventually all they succeeded in doing was changing my contact email address. After complaining to Virgin Media on Twitter, they suggested I contact the online chat help team. And guess what? The 'online chat team are unavailable, please try again later'. And have been sodding 'unavailable' since Monday (it's now Wednesday!) So I got onto VM via Twitter again, and they've given me the call centre number again! I've replied in no uncertain terms that I will NOT be signing and sending back the contract in the post until this disgrace is sorted. And I've given them until Monday to do so, or it's goodbye from me.
Just as a matter of interest, I wonder if they actually read any of these reviews? If they do, they probably don't really care as long as the money continues to roll in.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    4 stars
Rugeley Virgin Media  
The broadband they provide is excellent, but their attitude towards customers and way of doing business is a disgrace.

They admitted to me on the phone that prices will increase every 12 months. They have an absolute cheek to offer 18 month contracts.

They treat customers with utter contempt and justify their behaviour by saying Sky/BT etc all do the same.

Not good enough.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Falkirk Virgin Media  
The nightmare of trying to organise the disconnection and re-connection to my new home was laughable. In the process I had to confirm my old and new address and password 7 times. Cheap outsourcing has its consequences and your call center on this occasion left me utterly frustrated and fed up. We need some decent competition to Virgins fibre optic services, anything would be better than this headache!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
London Virgin Media  
Once a night it dies, constantly restarting router, installed my own router ... dies every night. Amazing speeds when it's working but very unreliable. Vivid 300 speeds from 10mb to 280mb upload always 12 mb
  • Satisfaction
    2 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    1 star
Glasgow Virgin Media  
Great internet but phone service and WiFi from Super-hub it utter rubbish. Counting the month's until the contract is over.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    3 stars
Leicestershire Virgin Media  
customer service appalling. cancelled my 3 month free trial of sports package/movies but still being charged. Contacted them on numerous occasions to no avail - its theft. superfast boardband and tv package great but wouldn't recommend virgin to family or friends simply because if something goes wrong customer is non existent.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
north east england Virgin Media  
Phoned 3 times today.
1st time to get my virginmedia password re-issued as I couldn't get it sorted on line. I got a very helpful lady with an accent that makes me think she was not UK based. it took a while and she tried very hard to help and eventually she got it sorted, I think the problem was the system rather than her. try getting them on Webchat, I have for 2 days and got absolutely nothing, anyway we got there in the end.
The 2nd phone call was to query my bill, I got a man with a accent which again made me think he was not UK based and he repeatedly answered a different question to the 1 I was asking. He kept telling me no discount possible but I hadn't asked for a discount, I was querying my previous bills. He them proceeded to give me a postal address to send my correspondence to. When I asked for his manager, he said he didn't have one. I was starting to think he was being deliberately difficult so I thanked him for his time and hung up.
The 3rd time I phoned was to cancel my contract as the previous idiot had annoyed me that much (and I had a fairly good offer from SKY). I got a man with what I think was a Welsh accent, he couldn't have been more helpful or honest if he tried. He directed me to where I could resolve my billing query and made me a pretty good offer for renewing my contract.
The actual broadband is quite good if a little unstable at times. I have had terrible experiences with Both BT and Talk Talk before so all in, they are not the worst.
To Virgin media management, sort out your customer services. Cheap foreign call centers are not cost effective if they are losing you your customers.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Derry Virgin Media  
WiFi from the router is erratic, even after engineers' attention.
TV signal sometimes breaks up late at night across all channels.
Tenda WiFi mesh system with a unit on each floor made WiFi better since Xmas.
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    2 stars
Sheffield Virgin Media  
Paying £79 plus land line in advance. No income since April so tried to cancel and just have broad band. THey would not let me ! I was transferred to 3 different people who ignored my request and kept trying to sell me a different package. Eventually the 3rd person said I could have the same package that I have for £29 a month. Leaving the phone off the hook as it’s only scammers who use it and freeview because it’s a better picture, and android box.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Redhill surrey Virgin Media  
Broadband is medium speed, especially wifi at home is often very slow. Additionally, chose BT sport initially as i wanted to watch premium league, as it did not show all matches Virgin media customer service advised to get the more expensive pack Sky sport as they show all premium league matches. Today when 4 matches were playing NOTHING, not even 1 match was shown on the any sky channel. Complaint about misinformation given by agent and cancelled package immediately.
deceiving information given about packages.
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Thamesmead. SE London Virgin Media  
Virgin Media customer service is an absolute joke. Same goes with their policies. Got an upgraded bundle with 2x speed internet from my previous that included phone as well. I was only interested in the internet so I haven't even got a phone. Last bill they charged me for phone calls to certain mobiles!!!! When I called to explain the issue they send they will send an engineer to check if it's a cross-line and said my DD will be paused until this is fixed. Apparently a massive lie because I was still charged almost 3x my normal bill amount for phone calls when I don't even have a bloody landline! This is an absolute joke and I hope the authorities get wind of this cowboy behaviour
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Birmingham Virgin Media  
It is great when it works. But if there is a fault Virgin Media is not helpful at all! You will be trying to get to the customers service in hours and they will be fixing their faults for weeks and months.
Here is what they posts to customers: "Virgin Media are unable to offer a fault free service".
  • Satisfaction
    4 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    3 stars
Essex Virgin Media  
every single day after 9.30pm speed drop.
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    2 stars
  • Reliability
    4 stars
watford Virgin Media  

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