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 8394 customer ratings since 2019-08-12 (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

Reviewer Location Reviewing Date Ratings
It's brilliant when it works but right now I'm using giffgaff internet to ask why my virgin simply isn't working at all even when the modem isn't flashing any suggestions of difficulties.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Belfast Virgin Media  
Awful customer service. Was trying to find out how much notice I needed to give to cancel my contract, and potentially renegotiate a new deal. The cancellation team were awful. The woman was aggressive, rude and patronising, and refused to pass me on to a supervisor or someone else. I eventually had to put the phone down. When I called back I spoke to another woman who went to check / speak to the first person I had spoken to. She then came back and immediately informed me my account would be cancelled in 30 days. No attempt was made to keep me as a customer or apologise. The best way to judge a company is how they deal with an issue. Virgin Media are awful.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    4 stars
Billingham Virgin Media  
great download speed that goes up to 120mb when I only have 50mb contract but it also goes down to 1.75 mb at the same time which is the problem. They don't offer a stable connection which is terrible if you play games online or watch 1080p streams. Also when you report a problem you end up talking to a robot rather then a person which is quite stressful when you don't know what's going on
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    2 stars
nottingham Virgin Media  
The Speed is not what I expected it to be and is mostly very slow for a company who has upgraded to give the better speeds they are definatly lagging behind and don't deliver what they promise yet another case of being ripped of by these huge corporations who are only interested in getting their money from our pockets into theirs. Not a very good company at all they are all sharks who promise the earth yet deliver a very poor service.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Devon Virgin Media  
Be careful if you move house.

When arranging a house move with Virgin Media, you will be forced to use the web chat which is great if someone answers you. Sadly, I had to wait over 5 hours for a response only to be told that Virgin media is not available in my new area.

I was then provided with the joyful fact that my contract must now be cancelled, so I have the pleasure of paying them £240 for the privelage.

It turns out that in the fine print of Virgins contracts, if they are unable to provide you with even a basic level of service then you will be punished financially for it.

Be warned, always read the fine print and never get tied up in a contract with a company that takes part in corrupt practices like this.

On a happy note, they told me I could have 2 months to pay before they sell the debt onto a collection agency.

Amazing customer services as always Virgin, well done!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    4 stars
Chigwell Virgin Media  
Slow service paying for something im not yet paying for no phone awate to speak to someone an hour or more even better if my company if look after my customers past and present
  • Speed
    3 stars
Orpington Virgin Media  
Moved over from talk talk because of the promise of faster broadband and a better overall performance.
Been a customer for 4months and so far not impressed.
Broadband is constantly going down in my area and it's so slow. It's really frustrating.
I will be changing providers at the end of my contract.
If you are thinking of coming to Virgin, remember that the grass isn't always greener folks.
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
Oldham Virgin Media  
Actual broadband performance Good, and when fault appeared, fixed promptly.
My Big Complaint is that when I tried to inform them that I was moving- I HAD to phone them - no other choice - pressed correct buttons, waited ages - eventually ended up with lady in India - who only dealt with mobile phones !
Customer Service POOR !
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Penarth S Wales Virgin Media  
Recently switched over from Zen on my kids wishes but since moving over we have been facing difficulties with broad reliability and inconsistent replies relating to virgin internet status.
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    2 stars
Ilford Virgin Media  
shocking customer service. they changed my package without notice and after 5 months of complaining after every bill had to cancel. 100 pounds out of pocket - but glad to see the back of them
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
surrey Virgin Media  
Virginmedia signed me up misleading circumstances tsaying they would provide me with all 3 services but didn’t tell me I would be waiting up to 3 months for the phone to be connected so as a result as sky cut me off on the date I agreed (I thought vVirgin would have switched by then)so have lost My home number of 35 years which wil cause me a lot of agro —- I would give Virginmedia -5stars if I could !!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Bexley Virgin Media  
No one cares!!!! I am on a rolling contract with virgin media so I phoned to see if I could get a better deal before I left, as every other broadband provider does, I was offered a 12 month contract for more money than my current rolling contract. I said forget it I will leave and the customer service rep actually sounded happy about this. Dont bother emailing the new German CEO, you will get no reply. I think they have earned there nickname VERMINMEDIA!!!!!!
  • Speed
    3 stars
  • Reliability
    3 stars
Liverpool Virgin Media  
I would love to give 0 star or negative marking. Customer Service is one of the worst thing. I moved my flat and tjey said they can provide the service in my new flat so, I have to pay early termination fees. The guy called Rowat from complaint department was trying to say that I have to check weather they provide the service in my new flat (what a joke). I even gave the name and number of new guy who live in my previous flat. But still paying early terminaton fee. What a joke??? They just want to make money from customer.

Worst experience ever. Dont go for virgin media
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Guildford Virgin Media  
I was lied to by a Virgin Media sales rep and now my bills have doubled even though I have a copy of my contract which states that my payments will remain the same for the full 12 months, "customer service reps are no help so I will be cancelling at the end of this contract as the cancellation charges are more than it would cost to pay for the last 3 months. i will be going to citizens advice to see if I can contest the new charges.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Paisley Virgin Media  
The Internet speed is pretty average. I wouldn't say it was any faster than other providers I have used. Overall it did what I needed it to do. However, making sure your contract doesn't run onto a new one is such a faff! It would make sense seeing as you can add things to your contract online, you should be able to disconnect your contract online. This is not the case. You have to phone. I got through to a human surprisingly quickly compared to other call centres. Once I told him I needed it to not continue he said that's fine and then said 'You are expected to wait patiently on hold for me to complete this'.' ... What he was doing while I was on hold I do not know as I had told him everything he needed to know. I was on hold for 25 mins! This was during my lunch break so was not too chuffed. There is no need to keep people on hold that long it costs them a lot on there phone bill. I also struggled to understand what he was saying to me so had to ask him to repeat things a lot which made him frustrated with me. Will not be going back. Virgin boast about there customer service. Not sure what they are boasting about.
  • Satisfaction
    3 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Edinburgh Virgin Media  
Virgin media is probably the best broadband provider. However, their customer service is absolutely non exist ant. Expect to spend hours on hold if anything goes wrong or you want to ask a question. If you choose the text service it takes at least 6 hours for a response which is more than useless. Wish I tried BT first. (ps virgin media has minimal employment in the UK, the majority of jobs are now in the Philippines)
  • Satisfaction
    2 stars
  • Speed
    4 stars
  • Reliability
    3 stars
South Yorkshire Virgin Media  
Can't make a full judgement yet as just provisionally signed up, but have got a good deal. But Ian should immediately call his bank to ask for the DD to be repaid under the DD guarantee. The bank should refund it instantly. Also ask about recouping the charges. Write to Richard Branson at Virgin headquarters, asking why you are being treated as if you were not a valued customer. I always go to the organ-grinder if the monkeys are giving me probs. I am having second thoughts after reading these reviews. I had heard that Tivo was a bit poor and that is why I was looking for reviews such as this.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    3 stars
CARLISLE Virgin Media  
Really unreliable service, aggressive throttling during peak times makes Netflix/NowTV/on demand/iTunes practically useless. So flakey.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    2 stars
Belfast Virgin Media  
Been with virgin 1 month . Had a problem with first bill as changed job so contacted to discuss. Advised no problem no interruption to service until next month. 2 days later cut off !!! Called to ask why and was told needed to pay £25 to start the service again ??? Riddiclus even went though foot steps and reviewed call I was told he had given me the wrong advise and i still needed to pay. Had I been given the correct advise initially I would have no problem. However I based my finances on their advise two days later they cut me off. Disgusting and even when told they would be losing a customer as id be ripping the router out and also the disgusting mess of an installation porely executed leaving my brick work untidy the cable twisted and not straight out of the wall. So in summery customer service terrible and id also like to mention I use for Xbox live where when playing fifa constantly lags almost every game. When I asked technical team they tell me I need faster speed??? When I ordered I told them I used mainly for Xbox live this is the package recommended??? Stay away nothing has changed here since the days of NTL poor service and lies with no balls to rectify the situation !!!
  • Speed
    2 stars
  • Reliability
    4 stars
Ashford Virgin Media  
My beef is this. I have a home office but often work away from home. I also need to divert my phone from time to time to a colleague. Virgin have a phone divert package - although it took endless calls and research on line to find this out - however, you can only operate it by physically standing in front of your landline and punching in the divert codes. All other telephony companies I have used in the past offered a package with a remote call divert on-off option. But NOT Virgin. Not only that, but their call divert fee is higher! I have to text a housemate every time and get them to do it. Also, the call divert is just a couple of clicks (no vice saying that it has happened), so sometimes you think it's switched over, when it hasn't. Really primitive.Poor.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Edinburgh 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  
My elderly father, who is 78 years old, recently got Virgin installed. As a pensioner, he asked if there were any discount to the £50 installation fee. The bloke offered to install for £29.99, however, the bill came in and showed installation was not discounted and he had to pay the £50. When queried, they just said `nothing we can do about it`. Virgin should be ashamed at exploiting a vulnerable pensioner for a mere £20.Nothing to be proud of- you low-life parasites.
  • Speed
    3 stars
  • Reliability
    3 stars
Livingston Virgin Media  
I have noticed significant drop off in speed once I started a contract.. I was notified by Virgin my contract expired and that we should discuss a better valued plan. At the same time I noticed that my speeds were un usually high.. 50MBPS.. consistently.. I liked this so I called them back to secure a better deal.. as soon as this happened.. back down again to 13-25MBPS as before. Has anyone else experienced this?
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    1 star
London Virgin Media  
We have been Virgin media customers for 15 years now, we've recently moved house and now they cant be bothered to help us. We've been waiting 1 month for them to come round to connect us and noone seems to know what they're doing. They cant give us a date for when the work might begin and the people in the office are totally incompetent!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Corby Virgin Media  
Broadband is great at low usage times during the day we get the 150Mb down and 12Mb up speeds but during peak times it goes down as low as 50Mb down. Not good really and also seen slower speeds when my boys got Xbox ones for xmas and all the downloads resulted in slower speeds so assume I was limited. Have now moved to talktalk and although customer service is absolutely rubbish I do get 62Mb down and 20Mb up constantly using Speedtest app so much more stable
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Nottingham Virgin Media  
The worst customer service ever if you have to deal with indian call center. Had to call 3 times for them to give us the correct package at the correct price.

Best thing is to use the thinking of leaving us option as this is uk.

Cannot fault the speed or reliability, nobody has faster or more reliable broadband, and they know this. If only they could improve customer service!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Birmingham Virgin Media  
Truly appalling customer service. Constantly raising prices. No sense of of loyalty to customers. After over 20 years closed contract moving home. Completely inflexible do not deserve customer support.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
London Virgin Media  
Good product. Amazingly poor customer service.... and I mean POOR.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Harlow Virgin Media  
Very fast broadband can load 1080p youtube videos in less than a second without buffering however, some days the internet stops working and I have to restart but it is not happening as much as it use to. The customer service is awful. If you tell there is a problem with the internet, they will say restart your router and wait 30 seconds. Sometimes you get people who have no clue what they are talking about after waiting hours on hold! Bad customer service and great broadband
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    3 stars
England Virgin Media  
Awful customer service.. missled me into purchasing a media package so basically add £80 to an equivalent of free view that's already built in the tv! And the box is very slow

Customer service very rude multiple contacts
Will not cancel media package
Charged extra £35 this month asked for a reason but the Indian guy on the phone just kept speaking over me trying to sell me more! Cancelling on the due date and changing provider.. never again
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Manchester Virgin Media  
I have the Vivd 100 bundle and when it works, it works well.
The problem is that in 16 months I have experienced 4 major service disruptions (no connectivity or extremely degraded service), caused by Virgin faults (lines or devices).
The worst aspect is that the time to restore the service varied from 6 to 15 days.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    5 stars
  • Reliability
    2 stars
Virgin Media  
The broadband speed is very good and is the best thing about being with Virgin Media. BUT there are so many downfalls with Virgin. The WiFi is a great speed when it is on. They constantly have signalling issues all the time, meaning the broadband and certain tv channels are unavailable. This has been consistently happening since the beginning of the year, they claimed to reimburse but it only showed up on one of my bills. Around March we kept complaining and they told us they were going to have signalling issues most weekends and evenings till August 2nd. We waited and still there was issues. They delayed us again until September 13th and that was when it started to work again up until recently where there has been major problems resulting in us having no tv or wifi. Virgin are currently in the news for having major signalling issues We have received poor customer support and service, considering the cost against other networks.

My advice to you all, it is not all bad as when the WiFi works it’s great but it’s a high cost for a terrible service and customer care. We have now made the decision to leave after a year of unrealiability
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    1 star
Camden, London Virgin Media  
Customer since 2003 to 2017.
Paid £82 per month.
They advised a price increase but added insult to injury by offering a similar package to mine but with later router and newest TV box for £55 to new customers.
That meant a new Customer would enjoy better service with beer kit and pay £324 per year more than me. If I stayed with them for another 16 years I’d be paying £5,184 more than the new Customer.
Tried to haggle - offered £4 per month reduction.

No longer a Customer. Note my capital letter on the word Customer. I think the Virgin management use a four letter version beginning with the same letter and also capitalised.

Dreadful loyalty. Dreadful marketing strategy. Avoid.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Warrington Virgin Media  
as a customer who has been with virgin 20 years with mobiles broadband tv and phone I was disgusted when I called due to losing my job that they were unwilling to help me cut down my bills and the manner which I was spoke to was disgusting I was not treat with dignity or as an individual so I called sky who gave me exactly what I was looking for at half the price
  • Speed
    3 stars
  • Reliability
    3 stars
Huddersfield Virgin Media  
Very disappointed with Virgin's level of service. We placed an order for Virgin broadband with an activation date of 2 weeks away. This was already a long time without internet from moving into the property, but this is standard so wasn't a problem. I then had to find out for myself, by calling for an update, that the order hadn't gone ahead because the previous tenants hadn't cancelled their account. Firstly I don't see how this is our problem, but secondly, no one bothered to contact us to tell us there was an issue. After twice being promised a call back (which never happened), and after them saying they would see what they could do to meet our original activation date, they merely placed a new order with an activation date a FURTHER 2 weeks away and essentially denied the original order even existed. I told them how unhappy I was with having to wait 1 month for our internet to be activated but they refused to do anything to help.
Very frustrated and disappointed.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Bristol Virgin Media  
I upgraded my account and was promised to pay extra 7 pounds per month. Ended up with +50. Phoned up again trying to cancel the contract. Was promised a new contract for 21 pounds. Today the new contract came through and voila... 39 pounds per month. Phoned them again and tried to cancel. They said it's an error and will call me back. No one called. This company is a nightmare, impossible to cancel. They are trying to roll me into a further twelve months contract. I feel like I am dealing with The Wolf of the Wall Street characters.
  • Speed
    3 stars
  • Reliability
    3 stars
Orpington Virgin Media  
I have generally been satisfied with the internet and TV, but recently I was persuaded to update my package and signed a 12 month contract for £71.48. About only 3 weeks later they increased the cost to £74.97. Surely having signed a contract to supply a service for a certain cost, it is completely unethical to suddenly change it. On complaining, I was told by a very aggressive person that the t and cs allowed them to do that. I cannot find anything that does. I asked to speak to her manager who was supposed to call me back within 4 hours and who of course failed to do so. I shall now go through the cumbersome complaints procedure that I think is designed to put people off complaining. But any one thinking of signing a contract with Virgin need to beware.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Welwyn Garden City Virgin Media  
Awful customer service. Broadband itself is good.
Signed up to a shopping vouchers incentive to join Virgin Media. Vouchers should have been here after 28 days from 1st September. Nothing sent.
Chased in November and was promised within another 28 days. Still nothing sent.
Chased again late December. Was promised within 2 days. Still nothing.
Also hiked the price up one month into the contract.
Don't have an App. Can only log in through browser. Can't email them. You have to call and it takes 20 minutes for them to answer the phone.
TiVo box much slower than Sky's equipment and less user friendly.
Don't recommend this company at all. Should have stayed with Sky.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Corby Virgin Media  
i pay for 20meg i usually get less than 10meg sometimes less than 2meg occasionally more than 19meg
  • Customer Service
    3 stars
gravesend Virgin Media  
Been with them since NTL days, but starting to seriously think about leaving them.

My broadband has been down several times in last few weeks and twice down for 2 days at a time. I've just noticed on my last bill that they have credited me with a whole £2.22 as a 'goodwill gesture' for loss of service. Sorry Virgin Media, but you can stuff that offer where the sun don't shine! What an insult for having to put up with your lack of service.

Something else you should know. They have no idea when their service has gone down. The only way they can monitor this, is if enough people in your local area ring them to complain about loss of service. Call centre is in India (or similar) and they are dire. If you are one of the first to ring in, when the local service has gone down again, they treat it as if it's just you who has a problem and normally try and convince you that it's your computer that's at fault. Sadly for them, I know a bit about computers and the like, so they soon get told it's their bloody lack of service again.

Look on their website about how to make a complaint. Directs you to ring 150 from Virgin phone and there is no option there to complain. Found a number on Resolver website for Customer Services. Rung them and said I wanted to speak to somebody about a complaint. The girl said I needed to ask for a manager in the area for the reason for complaint and before I could say anything else, just redirected the call back into the 150 system. Clearly Customer Service don't have a clue what that title means!

AVOID!!
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    3 stars
Bovingdon, Herts 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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