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 8386 customer ratings since 2019-02-24 (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.

3320 Customer Reviews for Virgin Media

Reviewer Location Reviewing Date Ratings
Awful Service and customer care. Ongoing simple issue for 9 mths, days off work for virgin to come out but they don`t& if they do they cant help. Finally given £290.41 in credit but then they add this amount to my bill instead of deducting and issue STILL NOT resolved.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Coalville Virgin Media  
Totally frustrated with the broadband service despite multiple complaints and call outs. It's now worse than ever. Nothing ever seems to get resolved and stuck a contract till March 2018. Disgusting that they can still take my money despite requesting refunds for the poor service. If I can find a way out early I will. Wouldn't recommend.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Scunthorpe Virgin Media  
Internet is extremely slow or not working at times, had engineer in twice, no improvement. Customer service is awful.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London, Mitcham Virgin Media  
I would like to say BIG thank you to the one of Virgin Media engineer which came to our house on Tuesday, October 11th around 2 pm, for putting an effort and try to "speak " with my mum (she doesn't speak English) , using translator on his phone. That was really nice!!! THANK YOU!!!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Castleford Virgin Media  
Virgin is the worst broadband provider I've ever been with. On top of your monthly bill they charge for extras without actually telling you what they're for there's so many hidden fees. On top of that the Internet never works for a start its incredibly slow and is forever going down especially at peak times. When over charged for our bill we had a horrible experience with customer services who refused to tell us what our extra charges were for and avoided the question. Women on the phone was rude from the start and when we found another problem we quickly rang back, got the same woman and she laughed at us when she picked up the phone which I think is just rude. Ridiculously expensive and not worth the hassle unfortunately we are locked into a 9month contract but when it's finished we will be changing to sky or bt.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cardiff Virgin Media  
AVOID VIRGIN MEDIA!
The worst horrendous service AND customer service ever received! The customer service is basically non existent! Customer advisors that don't understand your queries and just disconnect your services; customer advisors that don't know how to answer to queries and that transfer your calls to other departments, to which you will have to explain the issue for the 4th time and still cannot give you an appropriate answer or help; customer advisors that fill up notes on your accounts with comments regarding requests that you have never made, and I have registrations of each call and can prove whatever was said as virgin media can..so why your customer advisors just write lies on the customer's notes???? The most unbelievable part is the shop manager that treat you like rubbish and intimidate you
In front if their staff and when reporting the fact, the only thing that they can say to you is that they are investigating...but never heard of an apology!!!Carling was the only customer advisor that has actually helped me!(3rd customer advisor I have spoken to on 17th February 2017).
The internet speed was faulty every other day and when just joined tv was displaying only 5 channels (when where supposed to show 80+).
I cannot even imagine how much credit I have spent to call and deal with virgin, considering that each call takes at least 30 minutes (always ending with frustration rather than a smile)! I was never offer any sort of compensation at all and I can confirm that I have always paid all my bills in time!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Camberwell Virgin Media  
Disgusting service from Virgin Media.
From the 1st day I have had nothing but issues with them. They failed to inform me that there was no phone line in the area at the time of taking out the contract therefore had to charge me the Installation fee for the broadband, long story short they are still making incorrect charges to my account as they cannot get their act together.

The extra charges however are the least of my worries, having been mis-sold the 50mb broadband package they are not failing to meet their end of the contract, the most signal I am getting now is 0.25mb!!

Called them numerous times only to be told I need to purchase a signal booster off them to get a reasonable speed.

Needless to say I was not happy with this solution. Several calls later they informed me that the sales rep should have stated that there was a line issue in the area prior to taking out a contract with them.

They assured me they were applying to the council for new lines to be installed early last year, called again before xmas to be told its being delayed till later summer 2016. 10 months of my contract paying for 0.25mbps of so called broadband!

Please please avoid using them at all costs.

They are more than happy to make a sale but much less so to help resolve any issues. If anything they blame the consumer.

Will be looking to make a complaint to the regulatory bodies.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Ealing London Virgin Media  
Shocking service in Colne no where near 100mb, definitely not worth the cost you will be much better with a cheaper service from someone else. i was sold a contract where you can downgrade at any time only they don't tell you when you downgrade you enter into a new 12 month contract, and they hide behind the terms and conditions. Very angry to find this out when i should have been downgrading and saving money - i am currently paying for services i don't even use. Very sneaky - beware!
  • Customer Service
    2 stars
Colne Virgin Media  
Avoid Virgin Media at all cost! Absolutely rubbish quality of service, totally unreliable. I lose connection to internet dozens time a time. Several times a week there is no internet for no obvious reasons, I have to stop work and wait till I get it back (apparently no point in calling them - just a waste of money on telephone calls). Wireless router is rubbish: I can have internet only in one room where the router is located, if I move my laptop to another room there will be no internet. Very often my laptop can "see" all of my neighbours' wireless networks with good quality of signal but not my own!

My friend had to ask for a router replacement 3 times. Only the third one was able to provide a decent quality of signal. But what is the most shocking is that they PUT A DEFAULT ON HIS CREDIT FILE FOR ONE LATE PAYMENT! They have not sent him any default warning letters (as required by law). He missed a payment, paid full amount later but now has a default on his credit file - unable to get any credit, can't get a loan, can't get a mortgage. And will be unable to get any credit for the next 6 years before this default disappears from his credit file! Avoid unless you want to take a serious risk! One late payment and your credit history is ruined!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Warwickshire Virgin Media  
Very disappointed in virgin media. Worst service ever. I’ve booked for broadband to be installed in my property beginning of February. I was given 15th February slot 1-6pm. I’ve taken half day off work to wait for an engineer. No one has contacted me (only messaged reminder one day before with time slot) so I rang at 5.40pm only to find out that the work wasn’t supposed to be done at my home but outside and I was given another day for a visit-27th. Again I’ve waited 1-6.40pm and no one showed up. I rang virgin next morning and they told me I was scheduled for 28th so yet again I’ve waited for someone to show up.. nobody showed up!!! When I rang again they said they can reschedule me for 13th of March!! Why?!? I was at home, waited all this time. I said I wasn’t happy but the guy I have spoken to wasn’t at all supportive. He was not interested in what I’ve had to say, so I’ve cancelled. Big headed company, not interested in their customers.. I hope other people with similar experience back me up on this
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Prenton Virgin Media  
Connection is terrible, cuts out every 20 mins seemingly at random which makes it very difficult to work with. Can't comment on customer service as my housemate has spoken to them but not me. Wouldn't use this provider again though regardless, it's just useless
  • Satisfaction
    2 stars
  • Speed
    3 stars
  • Reliability
    1 star
Orpington Virgin Media  
I tried to turn my pay as you go to a contract three times. First time they asked for bank account. Second time they asked for bank card. Third time they said i dont have the credits. And in all these cases i had to sit there for 30-45 min to answer first a LOT of questions. Most of the staff are totally unhelpfull. So, i went to Three and got my contract in 20 min. And the costs are so much better. I m calling abroad and never payed more than 13 Pounds
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Edinburgh scotland Virgin Media  
on their website they happily say 'you can go up or down' when you have too much data or too little. This isn't true. You can go up when it suits them and they may offer you to go down but only by changing contract which is hassle and not easy like they say. Yet they have changed mid contract without making it clear to me that they were doing that. They are nice on the phone but don't solve anything really. It's a shame because the actual coverage is good and when you do sort out the problems it works. But they don't sort problems to suit the customer, only to suit their computer systems and therefore lose custom. But I don't think they care because they are only interested in big contracts.
northern ireland Virgin Media  
Virginia media is one of the worst service provider I have ever come across, their offers are trap so don't fall for it as they have so many hidden costs Which you will know at the termination of the contract.

My experience was alright when I was with them but then I explored X Y Z cost which was never clearly mentioned in my contact. When I asked they said this link that link.

So be careful!!! If you decide to go ahead at your own risk
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
PORTSMOUTH Virgin Media  
Phoned 3 times, all services been out for 1 week due to box at end of road being out. Waited patiently for that to be fixed. TV, wifi and phone still not working. Literally hours of phone calls, texts saying engineer coming, not coming, system working received. Nothing still working. Offers of new equipment, more technicians being booked, cancelled, texts saying everything working. More phone calls. I can't even get on to someone to cancel. What a joke!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Redhill Virgin Media  
A week ago I was encouraged to move to Virgin media by Carphone Warehouse, was assured it would be hassle free. Was not made aware of need to change my number or that my sockets would need changing and a day's annual leave would be required to do this. I have spent 4 hours on phone calls trying to resolve this and spoken to numerous department. In the end I have stayed with Sky. Extremely stressful situation for me and my family as most of my weekend has been spent trying to resolve the issue. I am not happy.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Nottingham Virgin Media  
I recently became a tenant at a property which already had Virgin Media. As I required access to broadband fairly sharpish, I decided to stick with Virgin and started a 12 month contract for up to 100MB. The thing is, the speed never goes above 45MB. In the first month the broadband was great (albeit slow) but as we have now entered month two, it is very poor. Why am I paying for something I am not receiving? If it's due to the area I am in, a material fact, why not just tell me I won't be getting anything above 45MB speed and therefore to go for the 50MB package... I'd recommend you do your homework before installing Virgin. The all singing, all dancing as per the ads does not exist.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Wimbledon Virgin Media  
I thought Talk talk was rubbish so decided to transfer to Virgin a month ago. Well well, believe it or not, Talk Talk service is 5 star compared to Virgin Media. No contract has been sent despite numerous promises, the package price keeps changing all the time, I think I have no other choice than to cancel my inexistant "contract" before they come to do the installation and get stuck with a company full of useless people. Very disapointing...
  • Satisfaction
    1 star
  • Customer Service
    1 star
surrey Virgin Media  
******* terrible never help with any WiFi problems always down I am overcharged for what u should be paying but don’t even get the internet sppeeds I’m supposed to after checking myself disappointed soon will be going back to sky
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Northampton Virgin Media  
paying for 100mb actually get 30
keeps going off intermittently .have to reboot hub daily due to problems
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Telford Virgin Media  
Rubbish. Incredibly inconsistent and slow most of the time.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Wakefield Virgin Media  
Virgin Media are absolutely the worst broadband as they have promised me that my internet should be working by a certain time and that time is way over due. Furthermore, they are way too expensive so please do not get this rubbish broadband!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
The worst customer service I have ever spoken to! I received missed calls from what they call a “spot checker” after requesting more information if I can obtain high speed broadband in my area. I called back as the voicemail from the gentleman was hard to understand. The man I spoke to was stressed, speaking over me, pushy and did not give a good impression or make me interested in signing up. I was wary if the call was even genuine hoping that Virgin Media would be more professional with customer service calls to potential customers. Anyway after speaking to someone that I could actually understand I was informed that the previous calls were intact from the “spot checker” - the customer service team pass you onto different departments and have no clue what they are doing and keep transferring you. Disappointed with my initial enquiry and after reading other reviews I have to agree with them all. Poor customer service and sound like the reliability is not good either.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
North London Virgin Media  
I'm on 20meg service and have just tested it with three different speed tests. Lowest was this website at 14meg, other two were 18 meg and 19.5meg.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Hampshire Virgin Media  
Recently I upgraded from Sky to VM, not being happy with Sky's poor broadband speeds even though they claim up 20Mbps.

I ended up getting the VM Premiere Collection and so far I haven't looked back. I got this mainly because of the 100Mbps broaband and I thought we might as well switch over our TV package as well just for convenience.

Doing a wired speed test I get on average a whopping 85Mbps! And remember, even though you pay for a 100Mbps, data is lost from the box on the road down the coax cable to your home, so you will never get the full speeds you want, regardless of who you are with - what matters is the percentage of data you get of what you pay for.

But there is a but. We have a loft conversion and our router is located on the 1st floor of the house, meaning WiFi signal is poor in the loft; it's very good on the ground floor, however. Because of this poor signal I get poor download speeds, meaning I'm not getting the most out of my internet package up here. Unfortunately, this isn't something an ISP can solve for you because this is a problem with regards to your environment. Also, WiFi speeds are no where near as reliable as an ethernet connection! This is fact. But we never want to be wired up and restricted with our freedom of movement. So, the only way you can get around this is by being ingenious, spending a little money and being a bit of a geek, I'm afraid.

If you can fulfill that criteria then you can do what I've done, which is buy another router (a good one that is dualband), flash it with a custom firmware (I used DD-WRT), and use it as a wireless repeater. There are tutorials on the internet that will assist you if you're not sure what to do or where to start (however, you MUST be computer literate and be comfortable with what you're doing!). Furthermore, I bought a dualband wireless adapter to take advantage of the 5Ghz band and WiFi speeds. Since doing this, I went from 25Mbps download speeds to 70Mbps download speeds - in the LOFT!

With Sky I got a measily 5Mbps and I did everything I could to make it better to no avail. With Virgin I get 70% of the speeds I pay for through WiFi and the package I pay for is £5 cheaper than what I was paying for Sky.

I have given 3 stars for Customer service because I haven't been with them long enough to give a decisive rating on that one.

Broadband reliability is good, not amazing, haven't had any real issues though.

I hope I have answered any questions you may have had. A lot of people don't understand networking and just jump on the bandwagon of their ISP is bad and not understanding why they're having problems - remember Wired > Wireless.
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    4 stars
London Virgin Media  
Ultrafast and reliable they say, ultra slow and unreliable more like, I have had WiFi run faster before all the technical fiber optic rubbish, seriously would not recommend the WiFi all the engineers say is they have over contracted the WiFi in the area, well if your suck a big company with the best WiFi there should be no problem with a large group of people wanting your service
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Virgin Media  
RUBBISH! VM is so bad. Internet is often down and what is it with blocking harmless sites? VM love blocking sites and they absolutely love giving a crappy service. I now have to go and convince my family to abandon VM. Hate it.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Atrocious service. Broadband can be fast, but falls far short of the promises they make. Their internet speed test is flawed (all other clearly show their service is poor whereas theirs miraculously is fine). Internet is unreliable, at times cuts out. When internet does cut out, customer service is unreliable.
  • Satisfaction
    2 stars
  • Speed
    3 stars
Gloucester Virgin Media  
Ordered with self install but did not work. Had to wait a few days for Engineer visit and even after that the new hub needed to be manually configured for correct Wifi settings so that ll devices would connect to it. Good speed, though not the full 100 MBps or even the 90+ MBps worst case promised. Poor customer service for the following reason. Signed on for 100MBps BB+Talk and then noticed that BB+Talk+TV was available for same price on a promo offer online. But Virgin customer care refused to move me to that plan. Their attitude very evidently from talking to customer care about this twice was that they'll get the same amount of money from me anyway, so why should they provide the extra service. One of the reps, on being told that I was not happy in general with the activation issues (which I have never faced with Sky or EE) and delay in activation along with the hub issues, and that I might think of cancelling, actually challenged me to cancel the service right then. Would not recommend because of this attitude alone. Stuck with them only because no other fibre broadband providers available currently in my area and non-fibre speeds are low in my area. Am moving the moment BT inifinity capacity opens up in my area.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Loughborough Virgin Media  
I have been with Virgin Media for some years. I have found the internet reliable enough, however the engineers can be a little hit and miss when you have a problem. Recently I had a complete phone outage the dug up the whole line to my house only to discover it was a faulty connection in the cabinet. Internet connection is as advertised, Virgin Phone is expensive if you have the M package (at least a 10p connection charge) but I use Vonage so no problems there. TV is also ok but the box is buggy around midnight (I assume they are doing upgrades.) While this may sound like a poor Review my grandmother has Talk Talk, my parents Sky and my Aunt BT and it seems no matter what company they are all as bad as each other. So for me it is better to stick to the devil you know.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Cambridge Virgin Media  
I was given a free upgrade to the 70Mbps service with much fanfare and the company told me that the new speeds were possible because of their much lauded DOCSIS cabling.
Well, ever since the 'upgrade' (two weeks ago) I have had very intermittent service and the 'Service Status' page of Virgin reveals that Virgin are aware of the problem and are constantly sending engineers to fix it.
Its over a wide area because several of my friends nearby who are also Virgin Media customers are suffering the same poor service.
Virgin are never late to ask for their money though...funny that.

bye bye Virgin Media
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Belfast Virgin Media  
im on vivid 200 yet download speed of 10 is less than my upload speed
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
rainworth Virgin Media  
Avoid at all costs. Not only the slowest and most unreliable broadband but also appalling customer service. For the entire 1yr contract, the broadband was unusable during peak times - apparently due to high network utilisation. After dozens of frustrating and fruitless calls to virgin I have moved to BT. Whilst BT's customer service is equally as poor, their broadband is far superior.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hampstead Virgin Media  
Terrible company miss sold told after the initial 6 months could down grade with out charge not true broadband is terrible my 3 year old bt hub was much better . Go elsewhere .Terrible customer services
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cardiff Virgin Media  
The speed and service are fine; but the customer service and systems in place are the worst I have experienced of any company ever. I receive invoices for two different accounts by email; one for someone who lives in a totally different part of the country. My package was changed without me wanting to leading to a surcharge of £30 last month, and without fail I have to call them up at least once or twice a month as my bill is incorrect and is just charging me an extra £10 on what I have signed up to. I assume this is done purposefully on the assumption that people will simply not contest the extra charges as they are always wiped off as being 'an accident'. This company is an absolute joke, I'd rather pay more for slower internet quite frankly so as not to have to deal with them, but unfortunately you are locked in for 18 months if you go with them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
London Virgin Media  
Connection & broadband speed slow! Less than area and national averages.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    3 stars
St Helens, Merseyside 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  
i paing for 200mb ,but the speed is never more then 80mb, so i paing for nothing , i did spoke with them and the anwer is this is not wifi speed only by cable ,so how many hoses using cables not wifi ?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
PORTADOWN Virgin Media  
I am 'lucky' enough to have only one other household on my branch so my mbs download speed is fantastic. However: I often online game and regularly have timeouts which cause the game to lag briefly. This is often not noticable for most apps but utterly ruins online gaming. I would rather have a slower but consistent connection.

Their customer Service is appalling. The call centre staff have very little knowledge of the services being provided or the hardware. One guy kept repeating steps i should take to improve my wireless connection even though I kept reminding him I wasn't using wireless but ethernet cable! They are hopeless, and follow a script that seems to be designed to deflect any blame from their service and apportion it to your hardware.

Their broadband speeds are fast but not solid. If you are an online gamer, avoid
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    1 star
Cheltenham Virgin Media  
appalling. No TV, broadband and phone for 4 days. on line status says fine, when you call they agree there is a fault! Cancelled engineers without letting you know, more often than not you get cut off when you call, no one can give you clear information. 8 different fixed time over 3 days, all passed and failed. You get vacuous and empty apologies but nothing actually happens. when the service works it's great. when something goes wrong..... best of luck
  • 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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