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
    3.1 stars

Based on 8369 customer ratings since 2019-07-12 (Show all time ratings)

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Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

3448 Customer Reviews for Virgin Media

Reviewer Location Reviewing Date Ratings
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  
The internet connection itself is OK. I really have very moderate needs for internet. I think internet speed is lower than advertised, but I am fine.
But recently Virgin Media disconnected me due to their internal system error out of blue. After about 1 hour of communication on the phone I finally found out that there was an error on their side and I was disconnected. I was informed that reconnection would happen somewhere on Wednesday. This is 72 hours, but in working days. Since it happened on Saturday, I am now experiencing 5 days without internet. We work from home, so the work is partially blocked now. And, come on, it is 21 century (probably?), why would reconnection take so long? In a well-organized company it should be a click of a button! Especially taking into consideration that it is absolutely not my fault. This is not reliable at all! And I got no excuse from the personnel! As if it is something normal! I have chosen Virgin Media and payed more, since I wanted better reliability, but it has not proven to be reliable.
Also, they have absolutely no idea about customer loyalty. After my first year they offered same tariff, but with increased price!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
London Virgin Media  
Had virgin for a year, was always an issue with the speed. At the end of the contract wanted to cancel it and got the most terrible experience, put on hold for 3 hours and at the end the customer service team didn't think to cancel at all always trying to offer me better deals. I asked who am I talking with and he brutally refused to answer. Avoid.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Bromley Virgin Media  
Half the time these days the internet is down and they always have some excuse and say it will take a day for it to be back up. Just awful. Better pick another provider.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    2 stars
London Virgin Media  
I am supposed to have 150mb today's speed test is 15mb that is 1% of claimed speed ! And their wireless router has the worst range I have ever seen at the end of my contract I will not renew I would rather pay 25% of the cost for 25% of the service than pay 100% for 1% of the service
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Redcar Virgin Media  
DONT TAKE A CONTRACT WITH THESE THEIF’S/SCAMMERS ALWAYS STEALING EXTRA MONEY FROM YOUR ACCOUNT AND THE MOST UNHELPFUL CUSTOMER SERVICE, CANT WAIT FOR MY CONTRACT TO FINISH AVOID AVOID AVOID!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Birmingham Virgin Media  
Virgin Media are truly an appalling company. BEWARE - once you have signed a contract with them, they will just turn up unannounced at your property whilst you are out, and dig up your tarmac driveway, completely ignoring your request to be present and causing considerable damage.

Needless to say we cancelled our contract immediately, wanting nothing more to do with this shabby, shoddy company.
One year on and Virgin Media are yet to rectify their damage. Fobbing us off onto their contractors, Kelly communication who make excuses after excuses not to repair their damage.
No reply from any of Virgin Media's senior management including Tom Mockeridge.
Their complaints adjudicator scheme CISAS is unable to look at damage cases either.
I wish we'd never had the misfortune to come into contact with Virgin Media - a terrible, costly mistake!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leicester Virgin Media  
Worst service provider with poor customer care....
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Service to have a quick chat-zero, so as the customer service I believe-useless advice over the phone. Broadband Wifi speeds 12mbps. Simply they dont want to swap the modem. Broadband via cable still ok, but who uses nowadays the cable and not all devices have the cable connection!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    4 stars
LONDON Virgin Media  
SW London (Area 21) has been oversold, everyone we know on Virgin in this area is experiencing incredibly slow internet at night. We are paying for 100mbps however averaging around 0.9mbps at night, so slow just browsing the web is frustrating let alone downloading something. Virgin needs to upgrade their exchange, however apparently it's not happening until 2020. Would avoid at all costs, BT Open Reach meant to be better option.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Brixton, SW London Virgin Media  
Salesman convinced me that Virgin's broadband would enable my son to use the internet in his bedroom. When the engineer came to install the broadband I asked him if the broadband signal would work in my son's bedroom. He looked up the stairs and said 'It will work, I cannot see any issues'.Broadband installed and NO signal in my son's room. Called Virgin, back and forth between customer services and technical dept. Engineer can come out again and preposition the box, or you can buy a booster. However cannot do anything today as engineer has not closed the job and it is still active so call back tomorrow. Goodness and it has only been installed today. Well the sales man lied to get a sale?? What a surprise, and no assistance until tomorrow. Really no point in changing from Sky to Virgin as they are both useless
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
DUNFERMLINE Virgin Media  
Hi Guys,

Be careful with the virginmedia sales team they will encourage you to take a new package and promising to give you a better deal for the whole year for the a better price but after 3 months it will go up and then when you contact the customer service after 4 months because you notice your bill it was very high they will not going to do about it but instead asking you for another contract to lessen it for another 12 months becareful for a virginmedia SCAM. "VIRGINMEDA SALES TEAM IS A SCAM" I was a virgingmedia customer for almost more or less 5 years but I was victimized by this SCAM.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Bournemouth Virgin Media  
Every few days the internet will go off due to this and that, that's the most frustrating thing that happens, so annoyed I decided to write a review, bye
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
Beckenham Virgin Media  
we get 160 mb download and 12 upload, for 400£ a year. we used the vcloud code when ordering. no phone tv or that rubbish.
install on time and professional.

thing is with most broadband, its just luck of draw. it might be brilliant, it might be awful. so many factors influence this beyond the name of the company who you choose.

so far is better than we dreamed but it could change, so fingers crossed it stays good
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
london Virgin Media  
I was with Virgin Media for the past 10 years, paying by direct debit on a monthly basis without fail.

Recently, they posted a promotion for new customers offering the same package as mine at 35% less. Despite my call to the customer retention department, they still wouldn’t offer me lower cost.

If a Virgin Media does not appreciate its loyal customers it’s time to avoid them which is why I left. Virgin Media should know that it’s easy to temp new customer with Special Christmas packages, but loyalty from your existing customers has to be earned.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Birmingham Virgin Media  
Broadband keeps disappearing every evening without a fail from 8 o clock onward. Sundays are bloody nightmares. When I was sold my package they guaranteed that my broadband speed wont fall below 41mb which turned out to be a complete lie. Technicians have been out and I was told that line can handle x amount of people and currently there are three times the amount of people connected to the same line and it cant handle it. Guess what- you will still charged the same amount of money even when you are not getting any services. O, needless to mention that technicians are not sent out in the evenings and weekends when services are overloaded. They can only pay you a visit during the day when broadband is not used as much and speed is relatively reasonable. So to sum it all up...If you want to buy top price Ferrari with a 1.2 litre engine which can only do 25 mph at the most... Go for Virgin! On a serious note- PLEASE PLEASE PLEASE RUN AWAY IF YOU HEAR VIRGIN MEDIA!!!!!! They take your money and dont provide you with what they promise....
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Chatham Virgin Media  
Left BT 2 years ago as they still insist on extra £17 pm for a phone line PLUS £27 for broadband but Virgin charge £24,50 for 30meg broadband only, and I use VOIP for phone calls, speed usually around 33,5 megs, av phone bill £3-4 pm. Everything done when promised, everything reconnected within 24 hours of moving home, one streetbox problem in 2 years fixed within 24 hours, about to get free upgrade to 50megs, VERY happy with Virgin, could never go back to high price and extremely poor service I got from BT.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Yate Virgin Media  
just simply they are the worst people to deal with,if you try to cancel they will put you through to several different people and change your free 150 number to an 08444 number without telling you .And beware if you do get through to someone to cancel your account the chances are they will still take their next payment out and you will have to wait 45 days to get your money back.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
great yarmouth Virgin Media  
Never again bad people very bad services liers
Derby Virgin Media  
every single day after 9.30pm speed drop.
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    2 stars
  • Reliability
    4 stars
watford Virgin Media  
Broadband service availability is quite pathetic. If you want reliable service please avoid virgin media even if it is for free.
This is 31st March and broadband is not working. If you call customer service it lies that wait is 30 seconds. I am waiting for 45 minutes on music now. I am sure no one will pick up the phone.Broadband service availability is quite pathetic. If you want reliable service please avoid virgin media even if it is for free.
This is 31st March and broadband is not working. If you call customer service it lies that wait is 30 seconds. I am waiting for 45 minutes on music and was disconnected. You wont get worst customer service even in third world countries.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Absolute rubbish service. Cuts off every 5mins and extremely slow speeds, buffers all the time.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cardiff Virgin Media  
Do not use this company - they are a bunch of cowboys. I have had to call every month with an issue and they have now cut my phone line and can't fix it till Tuesday - I spoke to Sean in Teeside who was as helpful as a chocolate teapot!! i have now cancelled my services and they will charge me £250 for the privilege - please stay away from this company!! Sean was also a rude man who just wanted me to leave the company. STAY AWAY
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
POOR CUSTOMER SERVICE
They decided to do a maintenance in my area without letting me know. As a result I was unable to work for whole day. Upon raising a complain I got offered a petty £8 of credit. I went to regulators and got a £150 cheque then. It's disappointing that I need to go to regulators to make things right.

NO LOYALTY
Introductory offers are nice but VM never treats loyal customers fairly. Disappointing to see that you can get my package for half a price if you join VM now.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Manchester Virgin Media  
Sky rule! Virgin are a shoddy outfit with useless equipment and poor Internet speeds. Customer services are useless you can tell they are on minimum wage ! At the end of a contract you are asked to return your equipment in a bag provided and return to your nearest depot point (humiliating and some what of a struggle if you are an older person!) have now been waiting 6 weeks for a cheque to be returned.... This surely must be a record for sending out a small amount of money. I thought it was the 21st century and could send to my account. SKY all day long..... Be warned!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Exeter Virgin Media  
Before I signed up with virgin media through Currys store I wished i'd looked online for reviews because I have regretted it till today. Biggest rip off all time they even changed my broadband package without informing me and charged my over £100 until I luckily received the email and rang them to sort it out. I had no option but to be stuck with them and now thank god I've only got till December left thank god because I will never EVER go or recommend them to anyone. Staff are useless and your on hold for over 10mins untill you decide to hang up once you fed up. I honestly hope they get exposed for their rip off deals. P.s if you try and cancel your broadband you will have to pay the remaining amount which aint worth it really. Good luck to everyone because I feel like I'm finishing my prison sentence with them
  • Speed
    3 stars
  • Reliability
    3 stars
London Virgin Media  
Any1 looking for broadband go to SKY, SKY hasbetter customer service with correct advise, been with virgin for a year, will NEVER go back to them or recommend them, over priced & charge you even if they not providing a service took them 2 months to get my land line working which I still paid for. Phoned to give 30 day notice and went back to SKY , still got charged for further 2 months cause apparently I need to give 30 day notice. After 3 call my 30 day notice was finally placed.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
South Croydon Virgin Media  
Virgin has been consistency disappointing througout . The UK based customer services representives are really rude and have no desire to assist you with your problem (in fact one started arguing with me over the phone). Additionally, always having one problem or another. For the past two months it has been the broadband speed, but now I have lost my movie channels. Virgin used to be a associated with quality, but now they take their customer base for granted!! Poor service all round!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
London 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  
Customer service is rubbish!! When joining, they were all sweet and when we were not informed about procedures when the 18 month contract finished, then the department indrirectly called us liars!! Never going back!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leicester 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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