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 7937 customer ratings since 2019-04-05 (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.

3349 Customer Reviews for Virgin Media

Reviewer Location Reviewing Date Ratings
Advertise BIG and don't deliver, is the order of the day with Virgin. Every time I log in, a banner advertises that in October 2014 my Broadband would be SUPERCHARGED from 30Mb to 50Mb...October came and the banner changed from October 2014 to between February and June 2015, come then, no doubt the goalpost will change again.
Credit where it's due. I asked for a free upgrade to 50Mb because Virgin's upload speed is absolutely dreadful. They promise 10% of your download, but you will only get 10% of the package below the one you have. So my 50Mb has a 10% upload of a 30Mb package...barely 3Mb

Customer service is friendly, but useless.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    3 stars
Ashford, Surrey Virgin Media  
Terrible and rude customer service, poor broadband service and they will up your bill by a few pounds every few months or so for no apparent reason. They offer out their best deals to new customers and expect existing customers to subsidise this by paying more. Even when I was out of contract with them they wouldn't offer me the same discounts as a new customer so I promptly left. Paid for 100MB broadband but was generally getting sub 40MB, left and went to Sky for cheaper and faster fibre broadband. Would never use Virgin again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
east midlands Virgin Media  
I tried to get a quote about a package and asked for details - none of the Chat advisor's information was clear nor did it tally with the website. NO DEAL.
  • Satisfaction
    1 star
  • Customer Service
    4 stars
Stirling Virgin Media  
Chuffin heck That was a close one !!. Just about to enter into a virgin media 12 month contract, and thought i would just have a quick look at a few reviews ......looks like B.T arn't so bad after all.. seems no company can offer a reliable, fast fiber to the home option. Its like living in a third world country think i will struggle on with what i've got for now thanks every one for posting your reviews its really helped my decision cheers Andy
Urmston 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  
After a visit from a friendly salesman in March this year, I signed up to Virgin broadband as one of my lodgers, who paid for a Sky package, moved and took it with him. It was set up quickly and worked perfectly until June when the signal became intermittent. By July it packed up completely. I tried calling to rectify the problem but could never get through. E-mails were left unanswered and I wrote instead.
In the meantime, I also had problems paying the bills. They only offered on-line payments but failed to give me the passwords and special pin numbers to access and pay the bill. The bill e-mails also arrived on the day the bill was due therefore my delayed payment (by cheque) included a late payment charge. I wrote two more times to complain about both problems but still no reply. My third letter resulted in an automated letter confirming receipt of my complaint letters but nothing else happened.

Not long after the broadband failed, the box overheated to the point where it was too hot to touch and smelled of burning plastic. I unplugged it as soon as I noticed it. (I had to hide the router outside as one of my silly clown lodgers, fed up with no internet, kept plugging it back in despite the danger!) Once again I wrote to Virgin with now three complaints - plus a threat to request cancellation but still no reply. At the end of July I wrote one final time to say I was cancelling my subscription and would only pay the final bill for July plus a month's notice, for August, which I duly paid.

Late August I finally received a letter from Virgin Media Customer Complaints Department. The gentleman made various claims and excuses and even contradicted himself a few times. He basically said I had to telephone to cancel the service but because I was still under contract, a £180 fee plus an extra month's bill had to be paid. H even said they had no record of me reporting any faults. I wrote back pointing out these issues and my refusal to pay the fee as they breached the agreement by not providing me with any service. I also pointed out that I had requested to cancel in writing and was not comfortable handing over sensitive information over the phone.

He wrote back again urging me to call but I refused. By now I received another bill (this time by post because I ignored the e-mail bill) for September which I did not pay. He said I still had to pay the £195 cancellation fee (it increased!) really pushed the need to phone him during office hours. I work during the day making this impossible. He also said they had a record of me calling Virgin in June about the billing problem but had never reported the fault.

Disgusted by such ignorance, I waited before writing back. I received another bill (by post) for October's outstanding bill plus another letter from Customer Care issuing a Default Notice. I was given 14 days to reply. I have sought some legal advice and written to the gentlemen in both departments standing firm to what I already said. Now I think it is just a battle of the wills. Is it worth taking me to court for £91 outstanding? What happened to the £195 fee?

By this stage, the phone calls started. I had one missed call each day for a week. I looked it up and saw it was Virgin. I saved it in my mobile as 'DoNotAnswerVirgin1'. I also received a daily text message asking me to call them. Over the last two weeks I have had three calls a day, between 8:20 and 19:00 from three different numbers (all saved the same as above but with a '2' and a '3' at the end) plus one text message per day. I duly ignore them.

My advice is NOT to make (or receive) phone calls but put everything in writing. This way you retain a hard copy of all correspondence. Phone calls are time-consuming, expensive and are recorded to be used against you. All other companies expect contracts to be made out in writing including the cancellation of such agreements. Virgin prefer to get you on the phone, twist your words and delay cancellation so that they can extract more money.

It makes that creepy, grinning goatee beard seem all the more sinister. Avoid Virgin at all costs.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Portsmouth Virgin Media  
Over the years I have experienced poor service from several companies but Virgin Media underperforms the lot - unbelievably bad! I wouldn't take their service again even if they paid me!! Avoid.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cheshire Virgin Media  
Their policies are designed to screw people over.
Internet is slow with known issues not being fixed.
Internet drops out regularly.
Customer service are soulless scum repeating the same empty excuses
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Essex Virgin Media  
Appalling Company to deal with when things go wrong. Starts off OK but prices hike all the time with little or no warning. Tried to discuss this and get a better deal but only offer to increase speeds and charge more. This was declined as happy with theb50Mb I get. Low and behold since these conversations and complaints about their appealing foreign call centres speeds steadily dropping over a few months and now down to 4Mb in the evening. All this for £53 a month. Lost many paid for TV services due to this. I am sure it is nothing more than an illegal sales tact to get me to pay more for the next level of service. And if I complain I end up with some idiot abroad, and I don't mean Karl Pilkington, who can't understand anything I say or vice versa, spend hours on the phone getting nowhere. If you want a great deal with great speeds by all means join Virgin, but at the end of the year leave or be screwed. Totally immoral company with the poorest customer service centre I have ever come across. Leaving this month thankfully
  • Satisfaction
    2 stars
  • Speed
    2 stars
  • Reliability
    3 stars
Wantage uk Virgin Media  
Been with Virgin for years. Stuck with them. Customer service is the worst ever. Found had been overcharged for sport channel i didn t ask for. Apparantly it is my fault for not realising!! £80 charged for four months and no refunds as I should have realised
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
Grimsby 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  
I would never recommend anyone to use virgin business. I agreed to move fro BT to virgin because there was no superfast broadband yet in my area apart from virgin. So signed up for phone line and 152mb broadband. Was given a install date and took the day off work by 4.00pm no engineer so i called virgin and to my amazement they told me a engineer will not be coming now. if i had not called them i would have never known. So told them to cancell everything. They are totally incompetent and organised. Dont touch them
  • Satisfaction
    1 star
bournemouth Virgin Media  
Installed on 29/8/2017 very happy with all the services 300 mb broadband in the VIP package, no problems great speed and all communication has been fine
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
South Yorkshire Virgin Media  
They never ring back when you have a problem but wait until you terminate your contact: they ring you endlessly! Draw your own conclusions. Myself, I'm glad to be shot of the rubbish service & the 3rd rate company which owns it!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Virgin Media  
Broadband been playing up got it fixed last week slow this week again.ran speed test 2.02mbps instead of up to 50m rang to get it sorted.did u run a test yes on phone u need a laptop or computer. Don't have computer or laptop test works fine on phone. You have to get a laptop or computer to do the test,so it's my job to test there broadband speed just cancelled after 15 year with virgin it's a joke
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Newtownabby Virgin Media  
Worse service ever. Had our broadband at 2Mb/sec for months. Never got a refund. Customer service appalling. They have no manners. Make no effort. Never got an apology. And they get really defensive when you say it's not working. I'm in shock!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
I have been with NTL/Virgin for over 16 years and pay over £80 a month for something which is between a Big Bang and Big Kahuna package, but with no Tivo box and an upload of no more that 19 Mb. I realise that I have been stupid in not switching before. Why are loyal customers treated so poorly?

But it is not easy to select a new provider.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Glasgow Virgin Media  
I have been with NTL/Virgin for over 16 years and pay over £80 a month for something which is between a Big Bang and Big Kahuna package, but with no Tivo box and an upload of no more that 19 Mb. I realise that I have been stupid in not switching before. Why are loyal customers treated so poorly?

But it is not easy to select a new provider.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Glasgow Virgin Media  
Truly awful broadband service. Constantly cutting out and after the umpteenth call & no resolution to my problems they STILL won't send someone out to look at it, despite there being no reported problems inky area. Their costumer service is shocking. Badly trained staff who seem clueless at times as to how to do their job. They make you feel like a small insignificant voice trying to get answers from a company who seemingly don't need or want your business. Can't wait to leave them at the end of my contract. Can't want.
  • Satisfaction
    2 stars
  • Speed
    3 stars
London Virgin Media  
Virgin are amazingly slow most of the time. In the last 5 years we have had one burst of 6Mbps, but otherwise it is usually less than 1Mbps. Yet they claim that our package is "up to" 60Mbps. We have never been able to watch any BBC iPlayer shows as they buffer for hours after a few minutes.
Total fraud.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    4 stars
Leeds Virgin Media  
Avoid. Two weeks into my contract I started to get a lot of drop out and no internet service. I called, only to get an Indian call center who were useless.
Call 1 at 7.30pm - I was told to reboot the box. I said I had done this already prior to calling and it only provided a temporary solution. I was told to do it again and that the problem would be resolved. Sìgnal dropped 30 mins later.
Call 2 at 8pm - after being put on hold for a few minutes i was told the service would be back on shortly but they would not give me a time. I told them how important internet was because I work from home and they told me it would be fixed shortly. I was promised a manager would call me back but I received no call back. Service came back on 2 hrs later at 10 pm.
The next day I lost internet at exactly the same time in the evening.
Call 3 at 8pm - I called up and asked what was going on I was told there was an area fault and that there was nothing they could do until it was fixed. A new story. I said this was unacceptable and demanded to speak to a manager as an uninterrupted service was key for my work. Again I was promised a call but nothing.
The next day I had no internet at all and could not work. My wife had to go to a relatives house to get WiFi to work.
Call 4 at 8.30 - told the guy on first line support to forget about even trying to start a conversation with me and to put me straight through to a manager. After some resistance he put me through to the most useless of people that I had spoken to in Virgin. He told me that there was an area fault and that it would not be fixed for 8 days and there was nothing he could do, I was not offered a solution. Even though I did not care about compensation (as it was uninterrupted service I needed) I was not offered anything. The worst was that he told me that he could offer me nothing but tell me I had to wait 8 days for the service to resume. I politely told him this was unacceptable and that I would be cancelling my service.
Call 5 at 9am - I called cancellations as spoke to a uk department and when asked for the reason I told them it was due to Virgin not committing to the service defined in the contract. Now I don’t know who was ********** me because cancellations told me the area fault was with tv (which I did not subscribe to) and not broadband. He told me he would get an engineer out tomorrow and resolve the issue. I subsequently called BT to subscribe to infity my previous provider as I never had any problems with I just though I would try Virgin as it was cheaper for a quicker service. So I reserve judgement on the fact that you pay peanuts and you get monkeys. I may be surprised by the engineer tomorrow and may cancel my order to join BT again but I very much doubt it.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hanwell Virgin Media  
The most unreliable customer service, especially their Philippines center , people their dont understand English and independently decide what to do , in my case disconnected my services when nothing was wrong. I had informed that I was moving home on Nov.4th and they said the earliest i could get my services moved would be Nov 9TH , so almost a week without internet or Tv and whilst I had to reconcile to that , on the 16th of Oct. I suddenly realise my services are disconnected! After being on the phone with their Philly center for over 45 minutes on hold , they said "one of their colleagues disconnected my services as s/he thought i was moving on the 15th of oct" !! really ?? And honestly even if i was , why would you disconnect my services without activating the new one? Virgin is good with the broadband but thats as far as it goes ! stay away if you need to deal with their customer services , especially the non-UK one's. Horrible ! I regret being a customer for over 6 years .

Andy
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Hampton London UK Virgin Media  
Avoid. These people steal our air. A good company cares for their customers when things go wrong. Virgin Media is not one of them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    5 stars
Fareham Virgin Media  
I have been with the local cable company (orignally United Artists Cable) since they dug up my street in 1995 to lay the fiber optic cable. I currenyly pay an average of about £45 a month for telephone, 70mb/s broadband and TV.

Whenever I check the download speed (usually a couple of times a week), I get a reading f between 58 and 62 mb/s. So as far as I am cncerned, I am getting what it says on the tin!

Reliability is first class - just the occasional outage for a short time abut nce a year.

The only fault with the service is their 'customer service' lcated in a call centre somewhere in Asia - hard to understand what I am am being told, and often the 'agent fails to grasp exactly what I am saying!

Overall, I'm a happy bunny
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Gloucester Virgin Media  
If you are a student, please be aware that they keep charging your account even after your contract runs out and then they charge an additional months charge when you cancel.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Leamington Spa Virgin Media  
This is based on Broadband only. Very poor customer service (call centres based in the Far East); the reps are helpful, though sometimes difficult to make yourself understood, its mainly the process and irritation of (finally) getting through to someone. Speed and reliability are generally ok, though bills keep going up with little or no improvement to service.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Cheltenham Virgin Media  
With I could give the reliability score a minus. Truly awful.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Liverpool UK Virgin Media  
Bad customer services,17 days no broadband ,they promise everyday but still not have.Always pay on time.They even don't provide correct information when will be fix the issue.Sad no internet,no TV.Lost hope.
London Virgin Media  
Weare paying £70 a month for 200 mb fadt broadband and every time I run a test it is never higher than 50. I am in the same room as the hub and no other users are in the house. My connection and wires are all brand new installed by their own man so its not a wiring issue either. No excuse for charging people for something that isnt what it says it is.
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    4 stars
mirfield Virgin Media  
Absolutely CRAP! Rubbish customer service team who are only interested in increasing your bill. Once you leave they still try to rip you off by sending you another bill. BEWARE rip off merchants!!!!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wigan Virgin Media  
Poor quality equipment, poor quality customer service, long waiting times for engineers to come and fix problems, overpriced. Stay away.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Where to start. The broadband is intermittent at times even though I understand that I am not in a fast speed area, but to top it all off they try to bleed money out of you. I am about to move home and moving in with parents so therefore have no say in what tv, internet and phone package they have. However, Virgin still think I should pay a late cancellation charge of £200 because I am still within my contract. As far as I am concerned that contract relates to that property and since I am no longer living there, surely that makes the contract void. They have done nothing to help me and instead just remain adamant that i have to pay this money so I will be seeking legal advice
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Stoke-On-Trent Virgin Media  
From the Virgin Media website....
Imagine you want a book a flight to New York. You find an advert for an airline promising “Business Class legroom in Economy” for £550 return. The tickets are little bit more expensive than you’d like, but the legroom sounds too good to be true so you buy your tickets.

A couple of months later, you’re sat in seat 22F, legs squashed into the seat in front. When you try to complain, the cabin crew refers you to the small print on your booking: “Advertised legroom is available to only 10% of customers”.

Ironically this is the Virgin Broadband experience
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
East London Virgin Media  
Had high hopes dashed, unreliable, worse than sky, all I do is reset the router, Re sync the booster, and give up trying to watch the tv. Really angry as you can’t get hold of customer service at all, they have an automated texting service which will keep the pointless go nowhere conversation going for days on end. No one cares, seriously going to find out how to complain. Fuming new customer
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Southampton Virgin Media  
Most appalling service I have ever received. We pay almost £60 a month for our TV and broadband package. I'm a student so the wifi is very important to my studies. Came home from work the other day to find we had NO service whatsoever. Called to ask why and they told us engineers were in the area so our service would be "intermitent" for the next week. No warning at all, just turning off the Internet as and when they fancy it. Customer service is total s**t and whenever you change something they tie you in to another 12 month contract. Can not believe they think it is acceptable to cancel a service temporarily with no prior warning. Absolutely disgusting. No wonder Branson is so rich he can take people's money and provide nothing. Sick to death of Virgin. Would advise people to avoid like the plague. Soon as our contract ends we are out!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol Virgin Media  
THE WORST CUSTOMER SERVICE I HAVE EVER EXPERIENCED!!!!

When the Virgin Media broadband works it is nice and quick, as advertised.

When it stops working, you have to:
a) Try to contact them online through a chat line that I've never actually been able to get onto; or
b) Pay to call them and sit on hold while they check if there's actually a problem, even if you've called and reported it many times before; or
c) Check the fault status on their website and be told there is no fault, even if the fault appears each time you run their diagnostic tool; or
d) Arrange for a technician to visit and fix the problem only to be told the next day that he's not coming without any reasons given; or
e) Sign up for email + SMS notifications on how the fix is progressing and never receive a single update; or
f) Use their complaints process to request improved communication and actual delivery of service and get neither.

I am currently 6 weeks into a service outage and am still completely in the dark about what is wrong with my broadband and when it will be fixed.

All I have been told for certain is that regardless of the losses this outage has caused, Virgin won't pay any compensation because that would 'breach their contract with me'.

Oh and while this is all going on I continue to receive unsolicited marketing letters from Virgin suggesting I get a mobile plan with them as well.

Enough said. Based on my experience I recommend that if you value your sanity stay away from this company!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
London Virgin Media  
keeps dropping, customer service poor, phone contact is 0800 number which on a mobile costs.
  • Satisfaction
    2 stars
  • Speed
    3 stars
london Virgin Media  
Poor customer service took over 20 minutes for them to answer my call and i was recieved by a very rude and abrupt woman who didnt help me at all with my problem.glad im leaving virgin media!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Bradford Virgin Media  
Virgin Media broadband itself functioned well. We had a couple of broadband crashes over the year but besides that wifi operated okay. However, their customers service is terrible and unreliable. The falsely told us that they had not received a bill that I had clearly paid and demanded that we pay it again. After doing so, they later confirmed in having received the original payment. When I asked for a refund they failed to do so. This happened in March and 3 months later I still have not received my refund. I have been in contact with multiple departments of the Virgin Media team but they keep bouncing me off to departments. I have called them numerous times, visited their physical branch, sent them proof via post, contacted them via e-mail and their website but have yet to receive a transaction to my account, a miss that only occured due to their own inadequacy. I would not recommend Virgin Media, if you do not want to be scammed and keep your money.
  • Speed
    4 stars
  • Reliability
    2 stars
UK Virgin Media  
Ive been with vigin media around a year and am in a 18 months contract. Our internet had been going off for some time over about six months but gradually got worse and became very unreliable especially when streaming. My partner had to keep unscrewing a lead from the back to reboot but it was a temporary fix. He had contacted virgin media through forums and over the phone and hadnt got anywhere. We then had an engineer come out and give us a brand new rooter and said the engineer who had previously installed had stapled through our wire and he couldnt understand how we had any internet atall. We rang virgin media who only refunded us £7 due to not having our complaint phone calls on their system. I asked to speak to a manager and they said the manager would ring me back in around 20 minutes after already being on hold for 45 minutes explaining the story to 2 different people... this was a fortnight ago and still no call. I will not be renewing my contract!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Virgin Media  

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