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 11487 customer ratings since 2018-05-20 (Show all time ratings)

Visit Virgin Media   Read our Virgin Media buyers guide

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.

3008 Customer Reviews for Virgin Media

Reviewer Location Reviewing Date Ratings
I have been trying to cancel broadband for last 1 hour and they are just transferring me to department to department asking me stupid reasons and transferring me to new departments. I would not recommend it to any one.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bradford Virgin Media  
Appalling company. I wouldn't trust any of them to sit the right way round on a toilet seat. Having advised I was moving home (before the end of my contract) I had to pay £200 in early termination fees: absolutely fine, I knew what I'd signed up to.

No one explained that I could take that contract with me to my new home. When I learned I could have done that, I asked them, retrospectively, whether they'd be willing to refund the early termination fees if I had Virgin Media in my new home. A call centre script monkey of about 12yrs old told me they "don't refund termination fees".

Well, fair enough. Virgin Media, you could have been reasonable and had me as a customer for the next 18 months+, but you don't want me. Fine.

I've gone to Sky.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    3 stars
Bradford Virgin Media  
Appalling customer service - disgusted!!!!!
I phoned Virgin just before Christmas as my boys have Xbox's already and play online a lot and we're now getting an iPad so needed faster speed. On the initial call the virgin representative was nice and friendly and helped with ease.
After that it was all down hill.
I received an email to confirm the installation date as the 30th December perfect I was off work that day between Christmas and new year. Waited in all day no one arrived I then phoned them to find out where they were, to be told t had been moved too the 17th January no warning or call to tell me this. I had already given notice to my previous provider and my broadband was going to be switched off on the 5th January. Virgin said don't worry ring your previous provider and they will just prolong it til we come.
No apology for me waiting in all day on my day off and reason was no wires to my house to connect, surely they would have known this before booking a date to come out.
They then promised someone would call me back within 48 hours to discuss what had gone wrong and if they can bring the date forward.

Today is the 5th January (still no call back 6 days later) so I call at 6pm on hold 17 minutes at first get through to be told nothing they could do but refer another call back. Not happy with this I said forget it I don't want you to install it for them then to say we can't cancel that I will transfer you to the pre installation team. I was on hold an hour and then the phone cut out you can imagine how furious I was.
So I rang back again and an actual nice guy called joe tried to help me but again had to transfer me to same
team, would you believe it like a fool I held for another hour to be yet again cut off!
So again I called through this time I asked to speak to complaints or a manager and as I have the best luck ever I got the worse manager that ever walked this plant.

The manager JANIC was the rudest woman I have ever spoken too. I have worked in customer service for 14 years and never been spoken too so rude in my life. All JANIC could then tell me was that the department I needed closed at 8 after been on hold 2 and half hours and nothing she could do to help me. Yes I was high rate and raising my voice but she didn't once apologise or even try to help.
She repeated 'anything else I can help you with' during my ranting which obviously annoyed me more, then said I'm hanging phone up now!

No I didn't swear but I did call her a ball sack before she managed to put the phone down. I expect she didn't refer my call back.

The customer service is less than poor and I honestly wouldn't recommend this company to anyone.
Good luck any one joining!!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bradford Virgin Media  
First time we've ever used Virgin having always used Sky and, once my contract is up, I'll never ever be returning. Absolutely appalling. We pay for the 200 Mbps package and we struggle to get 50. Every single day the wifi doesn't work - we've spoke to the company about this (started in February!!) and they said it was a fault and was going to be fixed by August so basically we were paying for broadband that we weren't even getting and their generous offer was to give us £25. Ye thanks. Anyway, we are now 2 days away from September and it still doesn't work. Customer service is crap. Crap crap crap crap. Everything about it.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bradford Virgin Media  
I would have given 0 stars. We arranged to purchase Virgin Broadband and phone, and because nobody else on our street had Virgin they needed to run lines down to our house. Apparently this would take 4-6 weeks. We never heard back. My fiancé phoned them this morning and they stated they aren't going to be running the lines at all because our street is a 'privately owned' street. This is absolute rubbish as we know for a fact from our letting agent and council that it is an unadopted road. We would have been a little more understanding had they actually got in touch with us to tell us. Terrible customer service. Going with Sky instead who are only too happy to help.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bradford Virgin Media  
This provider is a total and utter joke. After telling them I wanted to change providers they offered me same package with a discount..Wrong..they are charging me £80 n more a month when we agreed on £46.65..put in complaints numerous times and told them to disconnect which they agreed but still not done and still charging me..I have copy of call when agreed on the lower charge and STILL pestering me over non payment..now in touch with offcom over the matter..anyone thinking of using this provider I would think twice..I have been with them for a long time and so frustrated and annoyed at the service received..
Bradford Virgin Media  
I would never recommend Virgin Media to anybody... we have had virgin in our house for several years now and the quality just gets worse and worse.
We have been having problems with having no internet, so we called the customer service team to be told that during peak times the internet will be slow. However they should tell you that it will always be slow, we normally get a download speed of 15mbs, which considering we pay for 200mbs is appalling. We have had several engineers out to make sure that it was not our 'SUPER HUB', but apparently there is nothing wrong with it. We then called to complain again and they told us they can send us the newest addition of the 'SUPER HUB' which is giving us less internet than before and only allows you to get access in the room that the hub is in. But they still say that it is because so many people use it at peak time, considering it is currently 7.30am and I cannot load a 5 minute video and I am the only person in the house it is just not acceptable. When we call to try and cancel they just 'upgrade' our internet and tell us that there will be a charge if we choose to leave. If you are thinking about changing your broadband to virgin media please don't it is over priced and a waste of time!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bradford Virgin Media  
I've been with Virgin media for over 10 years at me parents house. I moved to a rented property because it was close to work, but later moved back to my parents and wanted to take my Virgin internet with me. "Al-though there is a connection in the house" But wanted the Internet upstairs in my bedroom. As the connection for 100Mb is based downstairs in the Cinema room. I already told Virgin regarding a 2nd connection in my room. But they cancelled my visit. Seriously? Virgin, get your guys back to training and "listening skills" Lack of communication and mistakes made by these guys. I'm going to cancel all connections including Mobile contracts and go with a different provider. These guys are a joke! Would never recommend them!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bradford Virgin Media  
Been without broadband since April 2016. Fault is due to be fixed early September!!! Shocking service!
Oversold connections so network cannot cope. I've been a customer for over 12 years, but will change provider (when I can get online).
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Bradford Virgin Media  
I have been with virgin media since 2009, paying for the top premium fastest package, and for the past 2 years their service, the speed, the broadband quality has gone way down. I used to get speeds of nearly 100Mbps and for the past year it has dwindled to less than 10Mbps at busy times. Over this weekend it went down to less than 2Mbps. I have never seen it so bad. Virgin's network is clearly overloaded. They cannot guranatee you anything. It is all a lie. Don't bother paying for something they cannot deliver. They will tell you fibs when you complain. Avoid. Avoid. Avoid.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    2 stars
Bradford Virgin Media  
I have a 100Mb package. You know the advert where they say you will have "no more buffering" , that is not true . In fact its the same as the cheapest broad band from a cheaper provider. On top that they keep increasing their prices. would recommend you try another provider.
  • Speed
    2 stars
bradford Virgin Media  
This connection is absolutely terrible, It isn't reliable for **** and the speed is so slow I feel like its my fault I signed a contract with them but when this contract run out I am definitely going to sky... I am speechless about this connection.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Bradford Virgin Media  
Literally the WORST i had no internet for a full week when generally my problem would get fixed in under 6 hours but this time u have been held back over 2 WEEKS i was disgusted and moved immediately
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Bradford Virgin Media  
Very bad conection when someone calls me or if I call them I can't even hear them and they can't hear me I pay the right amount but I still don't get good wifi it has been 2 years. I have never done a complain virgin media fix it
  • Satisfaction
    2 stars
  • Speed
    3 stars
  • Reliability
    2 stars
BRADFORD Virgin Media  
Completely unusable between the hours of 6pm and 12am.

Having called numerous times, the problem is described as 'over utilisation'. Basically, these money grabbers have over sold the service in the area and cannot offer the speeds we pay for between peak hours, therefore restrict it to an unusable bandwidth.
The result - extremely stressful evenings trying to get a webpage to load.
Want to stream the latest episode of your favourite series? Impossible.

I would not recommend this to my worst enemy!
STAY AWAY!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bradford Virgin Media  
I am paying £35/month ATM they have already put the price up once and now they want to do it again. I would not ever recommend virgin media to anyone, and looking at other's comment. I am gonna cancel my plan. Is expensive and I didn't get the speed I paid for. Read the fine print and you will see your service depend on where you live, so with the same amount of money you could go and sign up with other company. I HAVE LOST ALL FAITH IN VIRGIN MEDIA.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Bradford Virgin Media  
Totally unreliable broadband at least 2 or 3 times a day the speed drops below 1mb rubbish wouldn't recommend to anyone
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bradford Yorkshire Virgin Media  
Broadband barely works I usually have to use my mobile data, phone is always down, the only thing that works efficiently is the TV and still that's isn't amazing. Customer service is horrendous always rude and dont know how to treat customers and understand their issues, glad I'll be leaving soon.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Brent Virgin Media  
Been with Virgin Media for six months on a fibre to the house connection. It is a 200MB connection and the speed is amazing. My wife and I have numerous computers, wired and wireless, and it is very reliable. Never had any problems so no experience with customer service.
  • Satisfaction
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Bridge of Weir Virgin Media  
As much as the speed is good the customer service is horrendous! We were told we would get a refund on numerous occasions from 2 different people then when you chase it up they say otherwise. I wouldn't recommend them, they don't want you to stay with them and they lie about other providers. Not impressed at all. Not wasting my time with these people anymore
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Bridgend Virgin Media  
ABSOLUTELY AWFUL! Should never have left sky which was 100 times better. Catch up and recording options are rubbish and is impossible to watch something from last week. It Is also far too complicated and often stops working and won't let you watch anything on demand/catch up. Don't bother with virgin
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Brighton Virgin Media  
Broadband is fast, you can find that in other companies.

They are thieves and they take your money, make customer service difficult, so you cant really talk to a human being. Service is rubbish!

Thats it really. Never again! i say spare your selves, time and money on something more genuine,

Cheers!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    5 stars
Brighton Virgin Media  
SO FRUSTRATING AND DISAPPOINTING, TERRIBLE SPEED AND I LOOSE BROADBAND , EVEN WHEN SITTING DIRECTLY OPPOSITE THE HUB, A DISGRACE AND THE SMALL PACKAGE OF TV SEEMS WORSE THAN FREE VIEW AND YOU PAY FOR IT ? THE STAFF WHEN YOU PHONE TO DOWN GRADE WORK HARD TO UP GRADE YOUR CALL, ITS SO FRUSTRATING.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Brighton Virgin Media  
was with virgin media for around 5 years with nothing but trouble on a regular basis with either the internet going down or tv going down...the reason why I stayed so long was because of the amount of devices I had running through the internet....2 pcs 4 ps4s 2 ps3s and a couple smart tvs….which Netflix was playing on a regular basis on 4 devices at same time.....so thought bigger broadband was better...but six months ago...had enough of virgin and decided to jump to sky.....and wow..im running all the devices that I was running on virgin and no internet or tv down....word of advice for people when virgin turn around and say that there will be a final bill when all of the virgin devices are back to them..to make sure its done in the first month of ending virgin as if it goes over... virgin put it as a late payment on your credit.....which gives you bad credit
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
brighton Virgin Media  
Worst customer service I have ever experienced and the most unreliable broadband. Will never go with them again and will be leaving them as soon as my contract is up
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Brighton Virgin Media  
A terrible service. If you have to ring customer service you just get passed around. You NEVER speak to the same person twice. They do not seem to have the knowledge to solve problems. I was left without broadband for over a week after moving. I rang for a total of over three hours in separate phone calls. Bills seem to be made up every month. Email service is slow. If there is an alternative use it.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Brighton Virgin Media  
I the consumer Actually lost count to the times I had called Virgin Media regarding a fault that was never fixed even though I was paying for this service.
Unfortunately when I called Virgin on countless occasions I was
met with rude and most of the time obnoxious customer service advisers based in India I was told.There command of the English language was appalling and constantly repetitive,fault would be fixed was the norm from them,phoned
getting slammed down when the conversation got to complicated getting told there tech team are looking into fault ,there Is a problem in my area and Virgin were working on it.This lasted for over 5 months
I eventually cancelled home broadband & did an indemnity claim
The agreement between me the consumer and virgin the provider was meaningless,pay for a service even though not working,bleed the consumer dry and 10s of thousands like me for there own gain,then breach there data protection by adding false and inaccurate information on there Credit file at a touch of a button which they have done when I the consumer had done nothing wrong.
In mediation they offer to clear debt but leave default on Credit file for a period of 5 years?
A consumer challenges Virgin & this is the outcome.
Dana Strong &Tom Mockridge do not speak or deal with
Consumers who pays there wages?
If anyone out there has had similar issues please Private message.Will be uploading videos very soon
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
brighton Virgin Media  
When it works, the broadband is fine. However, when there is a problem, it's difficult to convince Virgin Media to send a technician to the house to resolve the issue.
Specifically, I am asked to rerun tests on my router each time I call. This is inconvenient since I am often not at home during the day.
Service would be better if they had a record of previous technical calls/visits and didn't require me to rerun the same tests ran only a few days ago.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    2 stars
Brighton Virgin Media  
I was really upset and frustrated after spending hours on phone.i had enough, was gonna cancel at services,went to the store .ive been so delighted and greatfull with young man called Yaz for solving my problem.it took 3days now all working and running smoothly. Thanks Yaz again
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Brighton Virgin Media  
The star ratings are generous, as everything above would not even be rateable especially the speed, it makes me laugh all of your TV adverts you claim it to be the real deal fast internet when really it is a complete myth.

I am currently trying to play call of duty and as many of you know there is nothing more frustrating then getting killed, let alone being able to move. Trying to ring you now but obviously on hold
Thank you for your service completely utter rubbish.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Brighton Virgin Media  
They are con artists. I don't want your slow, infuriating TV box. I don't want the landline that, even it I wanted to (I don't), I can't use because their engineer broke the wires when installing next doors broadband. And I don't want to be offered deliberately misleading 'deals' only to find you downgraded my speed without bothering to tell me. Virgin Media are the pits.
  • Speed
    4 stars
  • Reliability
    4 stars
Brighton Virgin Media  
Don't trust their advertised speeds. I pay for 200 mb/s but I only ever see just under 100 mb/s. 100 mb/s is fast but I don't trust Virgin when they promise, and I pay for, and they simply don't deliver
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    3 stars
Brighton Virgin Media  
Very disappointed to say the least with Virgin Media Business.

I arranged a simple residential to business change over and was told this could be done without the need to dig up pathways or interrupt any neighbours as we live in a block of flats.

The surveyor spent literally 5 mins here and didnt ask any questions just said it could be done from the flat.

The installations guy came and then told me I must either drill holes in neighbours walls or dig up pathways in order to do what we asked.

Guess what the sales guy had put the contract in wrong and had told the surveyor it was a new install.

Whilst here the installations guy put his manager on the phone promising to do it from our flat - never have I heard back from him since.

Furthermore virgin sales and virgin order dept keep blaming each other and even telling lies about why this all went wrong I can proof this too as I kept all the correspondence.

In fact Virgin Ordering Dept are now ignoring me as I seek compensation for 6 weeks of messing around trying to do a simple easy task.

Be very very careful and keep all emails if you choose Virgin as they tell you one thing and dont back up their promises, I will never use them for any business related device as they are unreliable.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Brighton Virgin Media  
I'll be changing as soon as I can!!! These people know nothing about customer service. Had an almost monthly problem where they take my direct debit, send it back the next day then disconnect me... Then I have to ring them with my card to sort it out and wait 2 days for service again! Plus they make you feel like you've robbed them or something when you do call. And when I have service it's hardly reliable, sure its fast when it works... I'd rather have no broadband then pay them any more money!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Brighton Virgin Media  
Abysmal. Supposed to be getting 200mb/s down and when you do a speed test it can hit 150-170 but try just using the web and it's like 1997 dial up speeds. It's a stitch up on par with VW - rig the tests so you look good and screw everyone the rest of the time. AVOID AT ALL COSTS. I'll be counting down the days now until my 18 months is up and I can go back to Plus Net - they know how to treat their customers.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Brighton Virgin Media  
I had issues with my VM broadband and still get letters asking me to come back.
Fob-off VM the same I got from you.
What a shoddy service they provide and the promises of a fix every month for 3 years so I left and I have a stable connection using my neighbours talk talk connection which is better than virgin superslow broadband.
Brighton Virgin Media  
We have been having trouble with the Internet connection all day long. It is still not fixed. The engineers are seemingly on the way.Very disappointed with the service.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Brighton Virgin Media  
Nightmare, saw much cheaper offer advertised the next day by Virgin and so asked them to switch me to that but I just ended up spending ages on hold and being passed around from department to department. Didn't receive call back when promised and was given a lot of conflicting information. Ended up cancelling my account. No customer care!
Brighton Virgin Media  
Since I moved to the UK, I always had Virgin (broadband only). Always decent service, but speed was good.

In the last 12 months, I received a bill increase, the speed stayed the same (if not dropped a bit, despite an upgrade to 150 Mbps declared) and their customer service is definitely horrible).
Bounced 3-4 times, answering the same questions and nobody able to find solutions to problems. It is time to find another provider....
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Brighton Virgin Media  
After my internet keeps going down i thought i will attempt to use this appalling internet service to find some reviews and i am completely not shocked by others, the duration of when it decides to go down is awful, especially weekends, the signal strength is absolutely weak i have had stronger farts - a big stay away from this company
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Brighton 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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