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)

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.

3489 Customer Reviews for Virgin Media

Reviewer Location Reviewing Date Ratings
Speed: Fantastic Speed, I usually get faster than my package should be and you can download as much as you want.

Customer Service: Very annoying with their automated lines that you usually have to call more then once.

Reliability: Not very good, Over the last 18 months I must of called them a good 10 times about outages (and that's only the ones I bothered to call them about) always with the same excuse NOISE ON THE LINE.

And lastly a word of warning, keep an eye on your bills they go up often without notice.
  • Satisfaction
    4 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    2 stars
Merseyside Virgin Media  
There has been breaks in theservice with no warnings or compensation
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Lee on the Solent Virgin Media  
i pay for 20mbps but only get from 12 to 15mbps and if its peak time only 6 to 10mbps not good or happy :-(
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
totton , southampton Virgin Media  
I feel I have been thoroughly taken for a ride my virgin. Everything was fine until I moved. It took a total of 9 phone calls for them to understand I live at number 1 and not number 2. I was then told by someone thousands of miles away that my house dosnt exist. They gave me a installation date but didn't change the address. I rang them and to change it from a number 2 to the correct number 1 my installation date was moved back 3 weeks. I was given another 2 installation dates and both times the technician never turned up. This cost me around £200 as I'm self employed. I dicided to leave virgin and get sky after that. I was told I owed them no money and they would send me packaging to return my virgin media equipment. 3 weeks later I had a letter from a debt recovery company saying I owed £230.01 ( may I add that the letter went to the wrong adress as virgin still hadn't bothered changing it. When I rang up to pay the bill through virgin miraculously my adress was changed straight away!!! I've never been so angry in all my life. When I rang virgin and asked what my lost revenue was worth after having 2 days off work waiting for Virgin to be installed I was given the cold shoulder and told to speak with the debt recovery company. So a word of advice. There products may work well but the companies customer services are undoubtedly the worst I have ever come across
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
doncaster Virgin Media  
Virgin have the most disgusting Custer service I've seen since I've had internet have hung up on me 9 times today and kept putting me to wrong departments then to make it worse said they can help me with my question then to be told from there Scottish department they can't realy unhappy such a big company making so much money of people but horrible custermer service is wrong wen your a customer feel stressed and alarmed now way I've been treated from 24:00 to 19:19 to be told now there closed terrible do not recommend
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
W3, Acton London Virgin Media  
I'm trying to review my package but have paid direct debit for 5 years and don't have my account number anymore or password. I cannot get passed these questions!I have never been sent an online bill as suggested. What happened to the 'pop-up customer service guide' that you could chat to? I know that I could call but I don't want to be co-erced into a new deal x
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Northampton Virgin Media  
This internet provision is painful. Too many times it is down and especially at weekends. I wouldn't recommend them at all
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    2 stars
London Virgin Media  
Broadband speed below expected, considering monthly charge.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Stafford Virgin Media  
I’m so disappointed with virgin media, they don’t care about the loyal customers, all they care about is money . I was try to phone them 7 times and never got throw. I will definitely be changing my supplier
Do not touch
  • Satisfaction
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Birmingham Virgin Media  
bunch of imbeciles... we moved into a new house, and signed up to Virgin Media for phone+broadband
They took the wrong address, then they messed up the order, so there was a lot of confusion with moving things over to the correct address, which they obviously don't have the brainpower to handle.

Had to do sooooo many calls, repeat the same things to every single person to sort this out; still not sure everything is done correctly, will have to see the first bill, and probably contact them again.

Oh, also, they LIE TO YOU AT EVERY TURN!!! 9 out of 10 things they told me were lies, and when I told them that because of their incompetence and lies I am losing money, they suggested that I just buy a mobile add-on and use that for internet access! So I told them that I shouldn't have to invest in anything, as I did nothing wrong, and will start looking for compensation, they told me that not being a business account holder, I am not eligible to any compensation. So, basically, they can treat you like scum and get away with it!

Too tired now, will come back to add more later!:)
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Erith Virgin Media  
We have the top broadband package and are suppose to get 200mps, however we never get anywhere near that on a good day we will get max 50mps, we have constant problems with the broadband dropping out.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Crawley Virgin Media  
Not the best network for gaming
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    1 star
Northern Ireland Virgin Media  
Worst customer service ever. After being put on hold for an hour, the person who finally answered the phone demanded a number 3 times that I hadn't been given. I asked him to ask me a different question and he responded by telling me to make myself a cup of tea and chill out, implying that I should ring back later and hold for another hour before he could be bothered to talk to me!
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    5 stars
Leeds Virgin Media  
This applies to Virgin Area 21: West/South west London. High DL speeds, slow UL speeds for fibre packages (except the highest). VERY HIGH UTILIZATION in this area. Your connection will be nuked even during non-peak times. This is even after an upgrade in the area, so expect issues in this area until 2020.

Not that they will even tell you this, they'll just say there is a connection problem, but not make this known when you login to your account to check any issues with broadband, you'll have to find this information out if you complain. Not very transparent simply because they oversell their network and don't invest in improvements until their market research shows unsubscribes. As a loyal customer of more than a decade, they will not head your complaints, they only listen to money - if people leave, they will do something about it, but only if enough leave.

If you live in West/South west London, your bet is to use BT's Openreach network, which is much more reliable. Virgin peak speed - <10% of what I paid for.
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    2 stars
London West/South West Virgin Media  
All was good with VIRGIN until I decided to cancel….been a loyal customer for years and would have recommended them BUT UNTIL I TRIED TO CANCEL….I am moving and needed to cancel my contract and virgin do not cover our new address....BUT!!!!!it is near impossible to cancel, took me over 4 hours to achieve this, on the phone for over 2-3 hours cut off twice...told I could not cancel by phone and to go on web site chat....did this again over 3 hours on line and did not get any response during this time.....very disappointed as up to cancelling I would have recommended virgin..... virgin aware on my frustration and disappointment BE VERY SURPRISED IF I GET RESPONSE??..... VIRGIN MAKE IT AS DIFFICULT AS POSSIBLE TO CANCEL...….due to the current coronavirus there will be a lot of people in financial difficulties and they make it near on impossible to cancel....who has time to hang on phone for 4 hours trying to exercise the right to cancel!!!!!!!!!
It is absolutely disgusting the way they treat loyal customers …..on the phone I was told in no uncertain terms I could not cancel via phone..BUT I COULD ADD OR CANCEL SOME OF MY FEATURES ON THE PHONE!!!!!!.....I was told someone would ring me back....never did....asked to speak to a manager ….said I would hold until they were free...I did this for 45 minutes and then was cut off....they had took my number and promised call back if cut off…….never happened what a surprise!!!!!!!!

I am really angry and would never recommend or use any virgin products again

I HAVE WASTED OVER 4 HOURS TRYING TO DO ONE SIMPLE TASK!!!

WHY DON’T THEY ….have link on your personal online account where you can cancel contract??????????????
WHY DON’T’ THEY ...make cancelling contract on phone easy...…

BECAUSE THEY TREAT CUSTOMERS WITH CONTEMPT!!!!!!!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
berkshire Virgin Media  
I used to work for virgin and was selling it like it was an amazing servo e and thought I knew everything about it.....WORSE MISTAKE I EVER MADE. Becoming a customer after I had moved into an area that allowed virgin I was excited to finally have the service.....i hate it half way through a programme it shuts down on Netflix or hay u I never get to watch what I want iv applied to go back to sky immediately I can't wait.....dont get this service most of u will regret it and our bill went from 50 to 90 pounds and there's nothing you can do once your in that contract...never been reimbursed for any loss of service as everyone we call up the message says they're aware of the fault n never let u speak to anyone it's disgusting do t bother with it.
  • Speed
    3 stars
WYTHENSHAWE Virgin Media  
Why do I only get a satisfaction survey after a satisfactory telephone conversation? Perhaps it's a language problem when dealing with someone who's first language isn't English. Perhaps it's just me?
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Cheshire Virgin Media  
WiFi just Disappears intermittently. It is incredibly frustrating
  • Speed
    3 stars
London Virgin Media  
Virgin media has a reputation but not able to provide good customer service.
  • Speed
    3 stars
  • Reliability
    3 stars
Hayes Virgin Media  
If you're reading this with a view to using VM, just don't, please god just don't! Worst customer service ever experienced, they switched my service off "by mistake". 72 hours later 9 phone calls, 15 people spoken to, still no service. "wait another 24 hours" - waiting for god!
Use BT, plusnet, sky, a piece of string and two paper cups...........just don't use VM. Unless you're into BDSM & enjoy pain! Totally useless, total & utter incompetent customer service, in fact that's a misnomer - no customer service! I loathe & despise them with a passion beyond belief!
  • Speed
    3 stars
  • Reliability
    3 stars
Nottingham Virgin Media  
I've been a Virgin customer for more years than I care to remember (anyone remember Telewest?). Until recently I could not fault the service apart from the odd couple of issues that were resolved very quickly.
However, in the last six weeks I've had constant issues with my internet connection dropping for a few minutes at a time. This happens between two and five times an hour. Gaming or streaming media is impossible. Being from an IT background I have a better understanding of what the issues might be and what might be involved in fixing them.
I'm tired of constantly being stonewalled by their customer support when I try to find out exactly what is going on. Being told to "check back in a week or so" really doesn't cut it.
The fact they seem incapable of resolving the issue is worrying. If my company took this long to resolve a fault somebody would be out of a job. Rather than offers of credits on my bill, I'd rather just have a service that works.
Virgin Media is out of touch with what really matters to customers and I think they will find that despite offering cash bribes to keep customers placated, many (including me) will start moving to alternative service providers.
I no longer have any confidence in Virgin as a service provider. Their customer service is pointless. Their engineers are clueless and yes, I'm really p***ed off with the lot of them.
I wonder if any of their senior management read these posts and realise just how much in danger they are of seeing an exodus of people leaving them? Would it make any difference? I doubt it. Prove me wrong Mr Branson.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    3 stars
Essex Virgin Media  
signed up for VM ON 26 July 2017 with a good 12 month deal that i was quite happy with. 11 days later I get a letter saying the price was going up by £2.99. I called customer service to see what was going on, their reply was 'its unfortunate we had to put the price up so early on in your contract but thats the way it goes sometimes'
Do I need to tell you I went potty. VM gave me the option of cancelling my contract, which I took them up on. They couldn't care less whether or not I stayed.
On the plus side I have to admit the speed and reliability was very good but their attitude stinks
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Heathrow Virgin Media  
it is all about sales with virgin , i have the top 50mb package at 45 pounds on it own and never have had anywher near this speed on avg over 26 weeks my speed was 11mb, virgin unhelpfull staff point out that 50mb is not what was promised at all, it is up to 50, not 50, most expensive but no where near the best, if the drinks industy sold beer in up to a pint but only supplied a pint once in a blue moon no one would buy beer, out and out dishonest
  • Speed
    3 stars
livingston Virgin Media  
Never reached what I'm paying for in all the time I have been a customer. Stopping tomorrow
  • Customer Service
    3 stars
Carbis Virgin Media  
In terms of reliability and speed, it knocks or out of the park. However, when it comes to customer service and price, it is abhorrent. Where I live, you only have 1 option due to other companies having the correct equipment/accessibility. Therefore, I am forced to choose Virgin media. It has never been an issue until today where I was notified my 1 year contact was about to end. All I need Virgin Media for is broadband/WiFi, yet the price was going to shoot up to 55 pounds a month. I am in the Uk for only another 10 months. When I asked if it was possible to do a 10 month contract, I was told no and that it was either 55 pounds a month or the 18 month... when all I use it for is WiFI/Broadband. I was forced to do a 18 month contract but will only be here for 10 of those 18 months. Therefore, I am going to have to pay a hefty cancellation fee for the remaining months I didn’t use. The fact you can’t do your own timed contract or a year long contract is ridiculously stupid and will never recommend Virgin Media to another individual.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    4 stars
Cambridge 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  
There broadband is indeed the best on the market, fastest, most reliable in my experience. However there customer service is shocking and they will rob you for every extra £ they can make through their 'mistakes'. Like logging you cancelled the contract. Not logging your referred by a friend discounts. They will charge you the full length and cost of your contract if you move house and they can't provide internet at that postcode.
We had 3 months of of super fast broadband but ended up having to pay over £300 for it
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Preston Virgin Media  
This man is making so much money that his staff have no remorse on even people with disability! Not helpful and if want help with billing will not give you any compation in your situation so if want help or support with virgin media you will not get it
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
W3 Virgin Media  
slow broadband - I'm on 10mB, not a lot I know, but it shouldn't be this slow.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Reliability
    3 stars
le2 3ga Virgin Media  
In September 2013 I signed the contract for 18 months. The first 6 months promotional offer was £14.99 and after promotional offer is £29.49. During this time they INCREASED PRICE and somehow service charge is £36.40 now!!! Very disappointed. They answer for this is always "investing".
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Studley Warwickshire Virgin Media  
Pitiful customer service featuring a labyryinth of passed over complaints, all I wanted to get a cable redirected to a new office 3 months for initial broadband with 4 site visits, then hours on phone totally unnecessary.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Cheltenham Virgin Media  
worse ever customer service, they are masters to leave you on hold for hours.... useless ever customer service
  • Satisfaction
    3 stars
  • Speed
    3 stars
  • Reliability
    3 stars
birmingham Virgin Media  
When it's good it's good. When it goes down it's terrible, the customer service is useless, very hard to contact and when you get through they just pass you around and loads of B/S.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Kingswinford, Dudley Virgin Media  
Average is what I call Virgin Media Broadband. Customer service technical support not that great. whilst reporting a fault they said its been fixed just as my modem went off. they then change their mind and said its a modem fault. I know its not a modem fault (I am a network technician) most of the time the service is stable, a little slower than what I would like. Speed restictions are in place between 5pm and 11pm. when calling them they have automated selection which talks way too much. I would say to anyone thinking of joining them. most of the time its a fair service 80% of the time the other 20% I would say poor but not completey bad.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
stockport Virgin Media  
Virgin fibre promises speeds of up to 200 Mbps - I average between 25 and 30 Mbps at best and my computer is literally beside the network router. Unfortunately there is no good alternative in my area which can offer a full TV and phone package as well - so much for the market delivering quality services and product!! Phoning Virgin to communicate issues is difficult as the Virgin Rep often does not understand a Scottish accent and frequently records information wrongly. Unfortunataly the accompanying TV package does not give access to Sky Atlantic, the Virgin TV interface is badly designed and the Tivo box often freezes while the wi-fi range does not cover my whole flat. I would like to move to SKY fibre if at all possible but surprisingly it not available in central Edinburgh.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Reliability
    5 stars
Edinburgh West End Virgin Media  
The original deal seemed to good to be true, 100mb and tv for £30 a month for 12 months. Half way through hey add £3 a month. In the last month the WiFi didn’t work for a week. And trying to contact customer services was impossible. We decide to cancel. Yet 2 months later are still being charged as they didn’t consider our cancellation and charged us a new improved price.
This company model is built on the completely wrong thing. And it’s a scam. Honestly the worst company to deal with.
  • Satisfaction
    2 stars
  • Speed
    5 stars
  • Reliability
    2 stars
London Virgin Media  
The broadband speed and reliability has been great. However, their customer services are awful. Once they have your money, any issue is your problem, not theirs.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Manchester Virgin Media  
Overall satisfied with Virgin Media but they made us a nice present for christmas. We are paying 43.99 per month (we are not even using the phone) and now they want to increase the bill by 3.99£ starting from the 1st of February. The bill will be around 50£ per month and I really think it's too much consider what they offer. But I have to say we haven't got any problem with the broadband, tvbox until now so they are quite reliable.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    4 stars
London Virgin Media  
Virgin media's customer service sucks. I'll advice anybody looking for Virgin to look at other providers. In particular their billing and payment, they will pile up arbitrary charges and then use terms and conditions to nail you.
  • Speed
    3 stars
Northwood Virgin Media  
The wifi is good. It doesn't cut out and it is very fast HOWEVER it costs an arm and a leg. They don't help out existing customers like they do new customers. Overall their customer service team are really unhelpful and rude (they basically say there is nothing they can do about charging me £45 a month for a service that new customers get for £23 a month..) Very poor.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Farnborough 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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