Virgin Media 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 12529 customer ratings since 2018-03-22 (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.

2935 Customer Reviews for Virgin Media

Reviewer Location Reviewing Date Ratings
I am appalled by the way I've been treated by Virgin media! I've been a loyal customer of theirs for over 5year now. When the engineers came to install my new neighbours internet. They managed to disconnect my internet during this time. I informed them immediately as I was working from home. These charming engineers refused to fix it immediately as they wanted a new 'job number' and left- refusing to accept responsibility, leaving ransoms cables strewn across my front lawn. I thought the people at virgin would want to protect their customers by getting my broadband reconnected immediately. The customer service member I spoke to, who appears to be based in India was most unhelpful. He offered to send an engineer in a week! So this meant a week without internet access at home! I also had to argue why I refused to pay for the week I had no internet. (Apparently the logic was lost at customer service) A second phone call eventually led me to U.K. Based personnel who seemed to be more proactive and promised an engineer out by today. After not hearing back from them, a final phone call back to helpful India, led me to being abruptly informed that things stood at me waiting for an engineer on the original date. Threats to cancel my subscription was met with 'that's ok'. I am shocked that this is the type of service I have been offered in light of virgin's mistake. In gaining one client they have lost another. I have cancelled my home's broadband and telephone connection as I am self employed and often work from home. I strongly advise that people steer clear of this company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
London Virgin Media  
Virgin media by far is the ******** broadband provider going.
Every single day we have problems where there is no internet connection , we are paying £35 for the fibre optic broadband and its just *****. We are sick of complaining and nothing getting done . If anyone is thinking of getting virgin media, save yourself the time and your money. You will only be dissapointed. Even the sky £7.50 basic package is 100% better.
Newcastle Virgin Media  
Worst possible services in all spectrum of services provided by Virgin. Tv offers nothing special at all while it is expensive compared to others. Their broadband is the biggest lie, it doesn't work upstairs when hub is downstairs. The price goes up frequently and customer service assistants would lie. They don't value customers and their loyalty at all. Hell hath no fury if you want to cancel, didn't think twice before coming out of contract paying oddless fees. Worst service provider from my experience.
  • Reliability
    1 star
Luton, Beds Virgin Media  
These guys are like smoking: it's bad for you, but if you were stupid enough to start, it is difficult to get rid of it...

So, this provider will treat you like you are second-grade, will not try their best to solve problems, and will just repeat things things you said back to you (I never understood why do people do that? I know what the problem is, I just told you about it, don't repeat it back to me and make it sound like YOU discovered it!).

the broadband service itself is tolerable, but the customer service is absolutely disgusting! keep messing things up, wrong bills, no internal communication, took them almost a month to set things up because they took down a wrong address!!! how difficult is it to pick the right house from the dropdown list?! will leave as soon as I can unless things improve dramatically.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Erith 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 were due to transfer to virgin phone, broadband and TV on 18th June 2015. Installer for internal connection kept appointment and was very helpful However installers to connect box simpler failed to keep appointment so we have no service luckily existing supplier of phone and Broadband did not discontinue service. I complained to Virgin and installers are due to come back on the Saturday meaning we have to cancel our weekend plans
Virgin promised seamless trouble free change.
This is anything but
Stanmore, Middlesex Virgin Media  
Broadband service is 100Mb, and in the day it's fine, but the evening is more like 4Mb. Raised this with Virgin Media, they sent an engineer and they replace the hub. Now get the issue in the day as well as the night and the broadband hub is reporting errors, but Virgin does not want to look into errors from their software, instead send me a deadlock letter (so error exist, virgin refuse to check the errors), i guess its easier for them to hope i leave them..
London Virgin Media  
There are no words to describe the ineptitude of the staff working there let alone the speed of internet and the fact that the television gives up all the time necessitating a plug switch restart several times a day. Joy of joys. An absolute joke. Avoid unless you are into agonising waits for internet/television or are just plain wierd.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Raynes Park Virgin Media  
Diabolical service. I contact Virgin almost every week because of my slow internet speed. This has been going on for years. They have never been able to fix it and I pay for so called fast speed broadband: I’m going to the Ombudsman about this because ii am paying for a sub standard service and they only offered me a refund of £10!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
ST. helens Virgin Media  
Ok the broadband is good - From my experience I can't complain about that, But then you have a Tivo box which was slow and hardly ever worked. Customer service at Virgin is so bad words can't decribe it. It's as though they are deliberately trying to loose customers? Used to be great company to deal with but something seems to have gone seriously wrong. On top of this prices went through the roof. I was a customer for over 16 years but was treated with Disdain so cancelled and went with Sky. Wow what a deal and the Q box is amazing. Also when you call they provide amazing service - really top notch. Funny thing: When I cancelled Virgin they pestered me for weeks trying to get me back with deals that they would not offer me when I was a customer of 16 years? Laughable really
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Birmingham Virgin Media  
Absolute AWEFUL company. No respect or care for existing customers. After 6 years and £3k of bills, I am not allowed upgraded/current equipment without paying through the nose for it, meanwhile they keep putting up your bills every few months and this effectively forces you to leave or pay over the odds. Going to look into mobile 4G, tethering, wifi hotspots and streaming tv from my phone, as I suspect it will be cheaper, more reliable, and easier than dealing with idiotic companies that have no common sense. Not happy with Virgin at all, avoid at all costs.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Bournemouth Virgin Media  
After umpteen texts and emails from virgin stating and confirming the installation date, they never turned up, wasted a days holiday waiting in. Got through to the customer service department and they stated that the installation date had been delayed due to construction problems. Why had they not bothered to tell me? Rung up BT and asked about returning, no problem, put me on a better BT package and cheaper then old BT one. Never again!
  • Satisfaction
    1 star
  • Customer Service
    1 star
Ashford Virgin Media  
Absolutely sick of Virgin
I have been with them nearly 30 years!
Tried to leave today quoting expense old equipment
They were not interested
They know they have got you.
Will not change for modern equipment so stuck with old obsolete box
Why can’t you you just let people leave?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Warrington Virgin Media  
Extremely poor customer service, no connection form2
Months no one cares, speed is a big lie
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
This is a crap company with poor service. I don’t recommend anyone. from October
((around 3 month)6 times I hade disconnect internet and around 20days I had no internet. Which is affect my business. virgin customer service is very rude and bad. When I am call to virgin always they keep me wait on phone around 50 minutes
Virgin need to grow and need to learn how to respect customers
My account reference number with them: 303587301
ha4 6lr Virgin Media  
Nothing but problems. Broadband disconnects randomly for long periods. Speed is slower than sloth at busy times.

Customer service is non-existent only when we come to move house do they suddenly up their game. When they find out Virgin aren't where we are moving to, they offer this "third-party" service, who try to hard sell their package to us, and who keep calling and won't leave us alone. Lucky we only gave them the land-line number which is due for disconnection on Friday as part of our move.

Advice here - DO NOT sign up to Virgin.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Nottingham Virgin Media  
Only been with Virgin for a couple of months, terrible system, terrible service, customer service is a total waste of time.
Dumping Virgin and going back to Sky, 30% cheaper as well.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
London Virgin Media  
Virgin Media are complete rubbish! I've had problems with my mobile, especially when I am abroad. The sound on my TV doesn't work (though sound with my DVD player does, so it's not the TV). My broad band keeps shutting down almost every night now since they changed their format on the e-mail site a few weeks ago. What on earth is happening to them. I'm about to change everything and dump Virgin Media for good.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Edenbridge Virgin Media  
Utter rubbish. Can't watch Netflix without the picture rebooting then freezing on 25%, a common fault judging by other people's comments. Can't watch iPlayer without it freezing. Can't watch playback without picture freezing. £70 a month for dozens of rubbish channels full of adverts and can't watch Netflix/iPlayer/playback. Totally ruined my viewing of Glastonbury weekend.
Contract getting cancelled when it's due renewal.
Yorkshire Virgin Media  
Been complaining for months about the
internet service from, can't remember the last evening that we could watch a programme without in buffering. Paying £50.31p for vivid 150 optical fibre which should mean 150mbs been get 1.80 or 1.67 or 4.93 etc. But it's nothing to do with their service everytime they check it they say it's fine. NOT FIT FOR PURPOSE!!
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Seabrook Kent Virgin Media  
Absolutely disgusted.been mislead and lied from start to Finnish. Been charged for services haven't got anymore and when complained was first told to ignore the bill and would receive a new one. Found out they had charged me anyway.when rang again and was told that Thier notes say I was ok with the bill. When ask to speak to a manager was told to hold the line but they hung up. Rang back same story asked to speak to a manger told to hold the line then hung up again, don't use them.
  • Satisfaction
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Cheswick green Virgin Media  
Appalling service, I am not sure what is worse the customer service or the broadband! I have been a customer for many years but not through choice! Everytime you change anything on your service the automatically renew the contact for 12 or 18 months. The broadband decides to work when it wants to work and the speed is no where near the advertised speed. As for customer services, I don't see the point the do nothing, know nothing and help with...you guessed it nothing!!!!! You'd be better burning your money on the fire
  • Speed
    3 stars
  • Reliability
    2 stars
Leeds Virgin Media  
Very few problems and the call centre if I need it are always helpful. I can't see why I'd change and risk another provider like the over-priced BT.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    4 stars
SOUTHAMPTON Virgin Media  
Virgin's representative knocked on my door more then a year ago with a fantastic offer. Full tv bundle, fibre broadband and free weekend calls for £30. I couldn't believe it. I was assured this will not change unless I decide to change package. Yesterday morning I received a bill for £74.99 instead of £30. When phoned them, I was acknowledged that my contact has expired, as well as the discount and that I should have given a 30 day disconnection notice if I wasn't happy with the service provised. At that point I decided to leave but because of the 30 day notice I will be charged another £75. Even though I should have been aware of it and read terms and conditions of a contract carefully, I still think it is a disgusting tactic to rip the customer off.

Stuff you face with my money virgin. Hope you'll fell better after robbing a poor foreign student.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Leeds Virgin Media  
virgin media has been shockingly bad in the past year, i didn't think it was possible to be this bad in 2018, the Internet is basic needs nowadays like electric and gas. I have been told they have utilization issues for over a year now which basically mean they signing up people without having the ability to provide the service they promising. they keep pushing back the date of the repairs every time I call,
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham Virgin Media  
PRETTY AWFUL SERVICE TO BE HONEST.
We have patchy reliability and the speed often dips, the cost has been going up year on year but the service is still poor. Changed bank accounts and the DD glitched for just one month and they charged us and additional £10!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Cheshunt Virgin Media  
I wish I could provide less than one star!
After signing up and being assured I would be able to get broadband up and running using their quick start package that they sent (to the wrong address), I then found out I needed a virgin socket installed and would have to wait a week for an engineer to come out. He was due to come out yesterday, I was given a timeslot between 1pm-6pm, got a phone call at 5.55pm to say he would be late and he couldn't promise he would be there by 7.30 (I had to leave for work). Was on the phone for over an hour only to be told he had three more jobs to complete for he got to me and there was no guarantee he would even make it to my house, when we were hung up on by the customer service line. We rang again to be told he wasn't coming and the next availble date for an engineer to come out would be a week later - then I get a bill off them for £74, two months payment up front and a £20 activation fee, when I have no service and nothing has been activated!! They are utteraly appalling. DO NOT use Virgin Media.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Liverpool Virgin Media  
When I get a chance I will be leaving virgin, I reported an issue on 7th July, an engineer didn’t come out until 10th, he came back out on 11th to put a new cable into the house but then told me he couldn’t as they neede permission from the council to dig up the road. He then came back on 12th and tried replacing the kit incase that was the issue but it wasn’t. I rang virgin on 13th to find out what was going on and they said they needed wait for the engineers report and they would call me on 16th. I had no call and when I tried to call I had no answer. 17th today, I got through to someone and have now told me they are only just booking it in for 27th so if I didn’t call then I don’t know how long I would have been without it. I work from home 2 days a week so you can imagine how frustrating this is for me. I don’t rate Virgin at all, all they could offer me is money off for the loss of service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Eastleigh Virgin Media  
5/8 box installed- technician went outside to check signal 'bad news' you need a repull ... Nightmare begins . He took all the equipment away , otherwise I'd have to pay from that day!
12/8 technician turns up 9am and didn't know anything about repull . He out the box in and two construction men turn up to lay cables . I had 8-1 slit they promise a 4th chap would come the same day to do the repull .
I rand virgin 5 TIMES that day , and been robbed off by advisors India and lied too to get me off the phone .
Outcome - no service . Call 5 established that manager will call me tomorrow as repull has been rescheduled for 21st August!!!! What a joke this company is .
Don't be drawn in by flashy adverts or prices as their service is very very bad , infact one of the. Worst I've ever experienced . 5th call today lady an hour and I've put in a complaint that could take 28days for a reposnse ! Shocking .
Very person from virgin has lied or fobbed me off , wish I'd stick to BT
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham Virgin Media  
Absolutely awful internet! Would not recommend, is very slow and laggy.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Stockport Virgin Media  
Utilisation issues for the last 9 months - they simply can't provide the service. Many calls to customer support but no solution provided. Speed during 'peak' time is typically less than 2mb/s when up to 50mb/s is advertised. Often can't even stream music. Time to leave.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
avoid this cowboy company!!!!!! I received a flyer offering 6 months half price TV I am on the basic TiVo package which is rubbish, Sky are much better, when I joined I spoke to someone who couldn't speak hardly any English and lots of background notice so feel I was miss sold their package, I just got a £180 bill lol thought the basic TiVo package was meant to be cheap! I ordered this for fox and Sky Atlantic and was told I could get both! I get fox, anyway to cut a long complaint short, don't bother with them the controls are rubbish rubbish channels etc way way over priced better using free view.
halifax Virgin Media  
If you are looking for an internet provider. Try and avoid virgin media. Their speeds are good and that’s how they get you. But it just goes down randomly I don’t think it’s planned maintenance as in there website it doesn’t acknowledge that it has gone down. However in the last 2 months the internet has gone down multiple times for no reason. Stopping me from being able to do anything on the internet for up to 4 hours. They give no indication of when it will be back online you just have to hope and wait. Terrible company with no care for there customers. Avoid them please.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    2 stars
Leicester Virgin Media  
Getting virgin media was the worst decision I made. I have been using the service more than 5 years despite the numerous period where internet was not even provided (I work often from home so let you imagine the hassle of not having broadband for two weeks...getting connected through my phone). Although I got my money back for a service not provided they were still happy to charge me the numerous 20mns + passed over unhelpful staff unable to put the service back on or even send an engineer (they automatically cancel engineer appointment if an issue has been sorted in the area, of course that was not the case for me so had to call again and wait for another week to get an engineer...). These stuffs can drive you to an asylum. That said because of my laziness to take action after 3 years in a flat I am cancelling my contract and moving to an unserviced area by virgin, just to discoverthat i have to pay 106 pound for early disconnection charges (quite funny when you have been with a provider for 5 years) because i stop
a contract which apparently I agreed orally 9 months ago as my bill unexpectly moved up by 30 pound a month...and i move to a place they cannot service...
This is just nuts
Obviously you cannot find your contract or even its end date online...even with paper free billing

To me this is just an organised rip off.
London Virgin Media  
Been with Virgin Media for several years. Normally decent speed. No issues until recently when line failed suddenly. The customer service I have received has been awful, resulting in me raising a formal complaint which Virgin Media even failed to respond to within the promised timescales.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Southampton Virgin Media  
So after being charged 4x the BT rate for ~1mb connection i've been trying to leave Virgin for the last month. After calling to leave and get my MAC code - I came home to find the Broadband disconnected immediately. After 3 hours on the phone virgin tell me nothing they can do as BT have taken over the line, refusal to reconnect the broadband and have now us without broadband for 4 weeks. They also refuse to release the phone line so we can start the new service.

I could write a small book on all the calls, escalations, contradictions, mis-guidance that we've been through over the last 2 weeks trying to resolve this...... its been stressful, unprofessional and and caused significant personal impact as we both work at home and rely on being connected. Due to the nature of our work we have a police monitored system which is now down - so they have also put a worker at risk for a month which could have horrific consequences.

So far we have spent in excess of 5 hours on the phone escalating..... been lied to repeatedly about disconnection dates, status of the phone line, "Software issues", its BTs fault (untrue), its standard practice (again not true)... I could go on...

I have never in my life experienced such bad customer service, been lied and misguided so much by any company. I've cancelled everything to do with Virgin and will never use them again for anything, Working in a large company who use a lot of data and telco connections... wont touch them with a bargepole for those either!

Virgin used to be a brand I admired........ after this experience I will never used them again for anything and am constructing a long letter of the events of the last month to send to the industry regulators, watchdogs and online forums.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hampshire Virgin Media  
Worst broadband provider. Have been trying to fix the broadband, in the entire area affecting thousands of customers, over a year now. They admitted to overselling their subscriptions in the area. Estimated time to fix it 12 months! Getting 5MB and paying for 150MB. Do yourself a favour and pay a little extra at a reliable provider.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Ealing, London Virgin Media  
Pay for 70mg which is mostly under 17mg on an intermittent servicein central London 2017 !!
Useless, dishonest and unapologetic.
You may recall the Virgin advertising with Usain Bolt.. it's a fantasy. Reality would be a 30 stone drunk passed out in front of a kebab shop in a pool of his vomit.
After many years of BS we're leaving.
DON'T JOIN VIRGIN
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Rather disappointed with Virgin Media as their website stated that the fibre broadband was available in my area via their post code lookup system - I additionally checked this with one of their employees using their online Chat service and they confirmed it was available. However, when the engineer was due to setup the service at our property which was booked in at almost one month in advance the engineer didn't bother turning up. At the end of the day after waiting in all afternoon for the engineer to show my wife rang Virgin Media in which they stated the service couldn't be installed in our area. The lack of communication is rather disappointing to say the least, as well as the fact that it has cost me in both time and money as I had to pay £30 to cancel the BT line and now I have to pay £20 again to reactivate it. Virgin Media refused to reimburse me for my expenses even though they have mis-sold me the broadband as they stated it was originally available.

I've given them two stars as the people on the phone are actually quite nice - however the information they provide is incorrect.

Unfortunately, I wouldn't recommend Virgin Media to any friends.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Loughton, Essex 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  

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