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
    3.1 stars
  • Reliability
    3.1 stars

Based on 11469 customer ratings since 2018-05-22 (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.

3009 Customer Reviews for Virgin Media

Reviewer Location Reviewing Date Ratings
Internet speed slower than expected but decided to just deal with it throughout the time I'm there since the building is monopolized by Virgin Media. I had a very hard time cancelling the service.. even though I am moving out of the country. I had to state that I'm moving out and there won't be an account available to pay for further services where the agent would finally act on closing my account. Highly unethical company. And then... after finally being in the process of closing, my internet became less responsive and very slow. Most of the time it would just stop working. Thanks for the retaliation Virgin Media. I will never use your service again. I will tell everyone around me the same. Horrible and unethical company. The agent I spoke to on 3/29/2019 in the evening was nice and understanding. He essentially blamed the horrible customer service I received from people that were outsourced. It doesn't matter if they were outsourced. What matters is that I have been having horrible experience and Virgin Media did nothing to try to appease me as a customer of 2 years.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
England Virgin Media  
We have been without internet for 36 hours and have spoken to numerous customer service people.
At first we were told it was a fault with the hub and a new one would be delivered in 2 days.
When we said we had internet earlier that day but it had dropped out in the afternoon, the customer service rep said he needed to send out an engineer to check and asked if we were available for a visit between 12.00-16.00 the following day. Due to work commitments we arranged for family to come over to be present when the engineer arrived.
I received a call at work saying the engineer would be late arriving at 17.00.
At 17.46 I received a text saying the service visit was now on hold while Virgin investigated a network problem. (A whole day wasted for our family members who kindly offered to help).

Called Virgin and they offered little explanation as to the cause of the problem only that it was being worked on and they predicted it will be resolved around 01.30 a.m. When I asked how we would be compensated for lack of service they offered £5 deduction to our next bill which I said was unexceptionable due to the inconvenience of waiting in all day for an engineer no show.
Having been put on hold for what seemed like an eternity they eventually came back with the offer of a £10 deduction to our next bill.

Later that evening I received a text to say the issue was now resolved, please restart your equipment and wait 30 min. (Which I did). No change still no service....

Again called customer service to get no real help. More trouble shooting which I had already done with countless other customer service reps only to be told they needed to send an engineer to site to investigate further.

Having explained the situation again and again and again, we found ourselves right back to where we started with the earliest an engineer could come to site being the start of the following week leaving us without service for 3 and a half days...... I asked how we would now stand to be compensated for the additional lack of service and was told we had been compensated by the system to the maximum level for amount of days without service.

When I asked to be put through to the manager I was transferred but no one answered the call transfer, there was just background office noise. Had to hang up and ring back explaining the situation again for about the seventh time and again asked to speak to a manager. I was told they were busy and would call back. I said I would wait and they insisted they were too busy to talk and only offered a call back. I told them not to bother and said I would leave feedback for others to read for reference.

The whole situation has been handled pretty appallingly and this is not a stand alone case for Virgin in our experience.

We have been with Virgin for a number of years but have now handed in our 30 day notice to transfer over to SKY due to a steadily declining service.

No attempt was made at the time to retain our business. Only days later having submitted our 30 notice did we start to get calls from the so called Virgin (LOYALTY?) team. Too little to late I’m afraid. If you wanted us to stay, maybe trying harder at the time would have been an idea....

I can only recommend others to avoid using Virgin. They want to take plenty but give little in return I’m afraid.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
UK Virgin Media  
The network has extremely poor customer service, I ordered I phone 7 instead I received a sim only contract. It took me about 4 weeks to sort out the problem.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
York Virgin Media  
I rate your whole service at zero, your broadband is slower than my 92-year-old aunt, and when you are questioned and challenged you say The service is working properly and when asked for a new Router you tell us we have to pay for it, your call centres are a joke and run on the cheap, I will be leaving your service at the first available opportunity, after eight years of customer loyalty you treat us shabbily and with contempt,If any of you had any shame you would be out stealing for a living ! Goodbye virgin and good riddance !!!
London Virgin Media  
Very poor, unstable, inconsistent broadband. WiFi connectivity in my house is average at best. Customer Services are poor, they follow scripts and seem unable to deviate from their rigid responses and lack a genuine interest in getting the fault fixed or even bringing a worthy solution. Don't be fooled by VM's published download speed of hundreds of mbs, its a lie. Most days I get 7-40mbs RUBBISH!!
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Ilford Virgin Media  
After being with Virgin for over 15years and in the last 5 years {after upgrading equipment}I have had nothing but problem after problem with this company so much so that i actually feel my blood pressure rising every time i need to call them and then blood pressure through the roof every time I speak to them! However today I had to call virgin regarding being over charged by nearly £300 and after finding out it was a mistake with human error, I excepted it as the gentleman on the phone was sympathetic, kind and very apologetic and for the first time ever with virgin put the phone down feeling confident my issue has been sorted. Virgin you should feel ashamed that your overall customer service ratings are so very poor!Perhaps Brad from your Teeside Branch would be better suited to your company training your staff how to deal with your clients in a highly professional manner as that is what he was in every way and such a asset to your company!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
  • Reliability
    3 stars
London Virgin Media  
I've recently moved houses, and I've booked to move my broadband to the new address. The lady I've spoke with she told me she have done all the checks and the new broadband connection can be installed to my new address. I had to wait for 2 weeks for a technician to come, and that happened today 27th of March. After 1 minute, he realise that he can't connect a new broadband because he didn't know hot to fit a new box. He booked me again for 11th of April. That's really not acceptable. My fiancee had too take a day off from her holiday to make sure someone is at home to have the new broadband installed and now we have to wait 2 more weeks, book another day off from the holidays because your technicians are nor prepared for jobs. That's ridiculous!! We have wasted time and money waiting for you and you couldn't do it. It's the worst customer service I ever received in my life!! I had to call you 2 times today to try and get it fixed for your own interest but you where really not interested in helping me and asked me if I want to cancel my contract. YES! I cancelled it! I would never ever recommend your services to anyone! I hope other people will see my complaint before signing up with you and think about this twice.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Feltham Virgin Media  
Probably the worst customer service I have ever experienced in my life. If Anybody could offer similar speeds I would leave straight away. Dreadful.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    2 stars
St helens Virgin Media  
Been with virgin for 6 years and I'm glad to be leaving them next month nothing but price rises and hassle . I will never use them again.
  • Speed
    4 stars
  • Reliability
    4 stars
Glasgow Virgin Media  
Every day I receive marketing calls even I told to delete my number and not to call me any more.. Also just at the end of my contract I've been told that I have to give 1 month notice that I'm leaving even I signed contract for 12 months and after 12 months has ended they still charge me but this time more, not 35£ but 51 £... Also during my contract period I was setting up direct debit 4 times and had to contact customer services lots of times.. The connection is horrible as well, few days a week we even didn't had connection at all.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  

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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.

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