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 stars
  • Customer Service
    2.8 stars
  • Speed
    3.2 stars
  • Reliability
    3 stars

Based on 2682 customer ratings since 2021-08-14 (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.

4,224 Customer Reviews over 106 pages

  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely terrible service from a crowd of patronising confidence tricksters.
  • Reviewer
    Location
    Sheffield
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I moved from sky to VM due to house move

    Broadband- 100Mb fribreoptic- BUT actual speed was <0.5Mb. every 1-2min has to refresh and stare at the screen for further 2min to obtain connection. My mobile internet via crappiest EE even faster. I went closer to the router (2-3 feet) absolutely no difference. switched on and off everything not a jot of a difference. No other wireless equipment in the house as I have just moved in and have no other equipment in the house other than a sofa!!!!

    TV- has anyone noted how frequent the adverts appear in Virgin TV. this is absurd. i was with Sky for 7 years and for the first time moved to Virgin and can immediately notice the change

    Telephone- no real concerns

    over all- customer services- I was within 14days. When tried to cancel, customer services were dishonest. kept me on the phone till 8:10pm and mentioned that cancellation team has now closed. Next day morning when i called they were RUDE trying to convince me why i should not. Infact i was told 'you are not giving us a chance to correct it'. YES i was not giving them a chance so that I go over the 14 day cancellation period.

    AVOID AVOID AVOID worst ever broad band. Perhaps BBC watchdog should investigate where the 100Mb speed comes from.

    I don't know who is better. I had talk talk in my other house.....they are bad but not worse
  • Reviewer
    Location
    West bromwich
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    There is no exaggeration in me when i say that virgin media is utterly and completely rubbish i have never seen such a bad wifi connection or spoke to anyone who doesnt even help u with the problem

    I have contacted virgin media over 50 times now yes 50 TIMES and everytime i either get cut off or get told some next random crap which doesnt make sense or sounds stupid

    Its been months since my wifi hasnt been given signals and all ive been doig with my life is calling up this crap provider i dont know why in the first place i even joined this company its one of the worst i have ever been with

    Utterly rubbish
  • Reviewer
    Location
    Coventry
    Reviewing
    Virgin Media
    Date
    Ratings
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Stay away from this company. Customer service is appalling. Have tried to cancel my mum's account with them several times and have also written (snail mail). They deny that they have received any phone calls from me. When I called their phone operatives tell me that the account was cancelled, then only that the phone was cancelled...then they deny dates etc. My 83 year old disabled mum is now being threatened with the baliffs.!
  • Reviewer
    Location
    Poole
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst service in Uk they cancell my direct debit without letting me know and without reason So it looks like they don’t want money for they crappy service.
  • Reviewer
    Location
    UK
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    When we closed our Virgin Media Account they failed to close down our old email addresses with the company. Nearly 2 years later, hackers got into my mother's virgin email address and began trying to access her accounts on other sites and registering new accounts using her identity. After confirming that they understood the situation, Virgin refused to change the password on the email address to lock the hackers out, or to take any other action at all until we signed a new contract with the company. They made it clear that this new account would be fully charged and non-refundable. They turned my mother's identity theft into a marketing exercise and willfully aided criminals for a quick buck.
  • Reviewer
    Location
    Lydiate
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Don’t even go there spent longer on the phone than wall streets biggest hitter, whilst trying to cancel the account luckily before it started in contract they just tried to sell me more. Clearly only a day training for customer service, it was comical
  • Reviewer
    Location
    Bristol
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The only thing worse than the unreliable internet speed is the idea of having to speak to the customer service team, if you're lucky enough to get through! Go with another provider...
  • Reviewer
    Location
    Hampshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Virgin upped the payments on broadband and said it is because we were to get faster broadband this is not so.when phoning they say it will be in the area soon. They put the price up in May. this is now August and still no faster broadband.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Reliability
      1 star
    Comments
    AVOID!
    3 months,and 3 failed installstions, after signing my contract, I still dont have internet.
    1. The first installation attempt was scheduled for mid-December, I had to take a morning off from work but the Virgin team didnt show up or even notify me the installation was rescheduled.
    2.The second installation attempt was scheduled for mid-January, however they again failed to show up or notify me of the cancelation, their explanation being they couldnt find a parking space.
    3.The third installation attempt was scheduled for early February, however they phoned me up just the evening before the installation day to let me know that they wont be coming the next morning because someone had parked in the parking slot they had secured(why they had decided that this person will be parked there the next morning, or couldnt simply call the traffic warden, is a mystery to me)

    All in all, they have been failing consistently over the last 3 months and seem to have zero regard for their customers.
  • Reviewer
    Location
    reading
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Dont buy them. They will stuck you in contract and then keep increasing the bills. I was told my final bill will be 22.50 and then it shot up to 29.99 next month. Online contract also was made to fool people, small prints shows few discounts ending at different dates. I read all details it shows my actual bill will be 37.00, will have 12 months discount of 7.00 and there was another discount of 7.00 ending after 6 months all in small prints.

    They don’t send you written documents or email contacts details to avoid any proof.

    Very intelligent fraud company.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid at all costs! I have been waiting for my service to be set up for 1,5 months and still not working. The appointment for the technician was scheduled 3 weeks after the contract was signed which was already shocking but then it was postponed by another 3 weeks without even informing me, I only found out when I called them. I’m speechless about this poor customer service. Absolutely unacceptable!
  • Reviewer
    Location
    Oxford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Apparently walls are a big issue for Virgin media. Internet constantly intermittent unless I'm pretty much sat on the box in the front room. Engineer promised these issues would be resolved following his visit and they were not...good job Virgin, I enjoy paying you £45 a month and then using my own 4G...brilliant service!!
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible service
    Customer service horrendous
    Can't connect to the broadband service daily
    Steer clear
  • Reviewer
    Location
    West Bromwich
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Without a doubt the worst service provider in the developed world. Shocking service, Sky puts Virgin to shame, had Sky for years and it never went down once, Virgin on the other hand goes down constantly.
    Really they deserve no stars
  • Reviewer
    Location
    Woodley, Reading.
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have now been a Virgin Media customer for years (from the NTL days). For the last 2 to 3 years it has progressively got worse in all areas. When you eventually get through to someone they are often clueless and give inaccurate information. The Broadband continually drops out or fails with average speeds of 10Mbps and I have their so called top package!!!!!. I have had engineer after engineer come out and I still have the same problems. I have 2 of the latest TV boxes and I don't get all of the channels on the second box because the signal is insufficient according to Virgin Media Engineers. I have had promise after promise of fixing the ongoing issues I have had for 2 years (still waiting). I am a very patient person but ....... It's not worth the money I pay per month. Probably time to look somewhere else.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Been a Virgin customer for 16months and subscribed to and been paying for 350mb broadband and tel line. In 16months I have yet to experience a single week where the broadband is actually what virgin promised to deliver and what actually I pay for!!!! ie anywhere near the 350mb, instead I have Ookla tests (approx 70-100 recorded test) on my phone for the last 12months and they consistently show broadband speeds of around 30-70mb!!!! I have rang up
    Virgin customer services on at least 10-12 separate occasions comparing about the lack of service and after 4 engineer visits and 9 months the problem is still there and yet to be resolved!!! Engineers acknowledge problem but make small fixes and leave and problem literally returns as soon as engineer leaves! Last engineer could not even get speeds of 100mb!!
    No offer to recompense loss of service and to date continue to charge me full price for the service eventhough they completely failed to deliver the service promised! Cannot even offer a date where problem will be resolved!!!
    I cannot wait for any other provider to offer these speeds as I will switch instantly and never return to Virgin.
    I would strongly advise anyone looking at Virgin as a supplier to avoid this company and disgraceful service and look elsewhere!
    Terrible unprofessional company that don’t even have an email address for customers to make any complaints or feedback!!!
  • Reviewer
    Location
    london
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolute rubbish.
  • Reviewer
    Location
    coventry
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I don't understand why is the Virgin media infrastructure not aligned with customer needs, perhaps they shouldn't connect too many customers to one point at their network which is overloaded and causing really slow speeds at peak times 10mbit on 100mbit service (peak = most of the day except 11pm till 6 am). I used to have BT infinity 76mbit and that was at nearly full speed 24/7. AVOID VIRGIN MEDIA AT ALL COSTS. Customers which are getting what they paid for are scarce and they should be considered lucky as there are probably not too many neighbours (burned by Virgin and switched to others) which are using Virgin connection and therefore connection is not congested.
  • Reviewer
    Location
    COVENTRY
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Signed up with Virgin about 4yrs ago and service went from bad to worse but couldn't stand the hassle of moving. Eventually with constant issues of no broadband and unable to get hold of these guys when you need help I decided I had no choice to leave. They are shocking at customer service they don't know what the meaning is. I spent 3Wks trying to get through to them for help which even that was poor and went days without Internet hoping it might suddenly return. I then tried to call to cancel, I got cut off and kept on hold for over an hour each attempt. I would suggest anyone is better than Virgin so don't waste your money, to e and effort with them...
  • Reviewer
    Location
    Wirral
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Awful customer service and awful awful reliability of broadband. I paid for the super fast fibre which was good for the first 6 months but shocking after that. I called on at least 6 occasions with broadband/WiFi failing and everytime the solution was to turn it on and off which is a complete joke.

    I tried leaving after my contract finished and they offered me a new contract with a £60 credit and did some ‘tweaks’ on their systems to help the WiFi run better, I decided to accep on the basis the first 6 months ran fine but lo and behold a week later the WiFi kept going down.

    Tried cancelling the contract again and this time he promised I’d have a month cancellation period, gave another £19 credit and sent and engineer out.

    Another week goes by and yet again the WiFi goes down. I tried cancelling for good and they claimed that I was outside the cancellation period. I had recorded all my calls with them because of this exact situation. Scumbags backed down and let me cancel but they tried offering me more solutions and discussing with a specialist on how to fix the issue. How about fixing it first time instead of when your about to lose the customer.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The most unreliable inadequate service of any. Everything based in India. Very hard to understand as the English is awful, no customer service, constant outages, slow and lower than paid for speeds and no communication.
    Chose someone else!!!!!!
  • Reviewer
    Location
    Liverpool
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    Comments
    Absolutely disgusting vile lying load of robots .

    Every month demanding money for a service which was asked to be downgraded the previous month for a period of 4 months .

    Will be suing for loss of earnings and inconvenience
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Changed from Plusnet because Internet kept dropping getting the same problem with Virgin.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Just found out that my broadband speed has been affected by poor cabling but have been paying a premium price for many years...will take 2 months to resolve and the compensation amounts to £35. It does explain why the wi-fi cant reach around the corner of the one room it is stationed in. Shocking.
  • Reviewer
    Location
    wallsend tyne and wear
    Reviewing
    Virgin Media
    Date
    Comments
    I have been a Virgin customer for years but once my contract is up I will be leaving.Since they brought the new routers in I have had nothing but trouble..The Wi-Fi keeps going off every few minuits I am paying for 100megs but lucky to get 1 it is absolutely ridiculous.Customer services just keep fobbing you off with excuse after excuse.They don't give a jott but keep on taking your money.
  • Reviewer
    Location
    coventry
    Reviewing
    Virgin Media
    Date
    Comments
    who ever reads this please do not join this company as it is a con.i was told my bill was 31.99 and i was always charged 43.47.
    most importantly all my friends say that they keep getting over charged in the bills.i am now seeking legal advice. looking forward to leaving the company a.s.a.p
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    I Hate virgin media. Do not use under any circumstances. Terrible customer service, paying for 30mb/s a month for broadband and telephone. Been getting less than 1mb/s in the evening, and tonight it reached an all time low of 0.1 mb/s, 300 times less than what they promised; and the telephone lines been down for months as well. Tried to contact virgin, but everytime had to wait over 30 minutes, and then they hang you up. I AM PRETTY SURE ITS ILLEGAL TO FALSLY ADVERTISE YOUR PRODUCT. SOMEONE WITH RESOURCES NEED TO SUE THEM. When finally reached the support team by going into a virgin shop; they told me my internet was an area problem, which they say will take 6 month to fix. And they refuse to compensate. DO NOT USE. DO NOT USE.
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Comments
    Worst service ever... Broadband is not even close to 50 mbps.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    I wouldn't give them any stars.Service is absolutely poor and that is understatement . There is no service almost a week now.customer services are clueless as to what is going on.definitely will cancel the contract. Avoid! !!!!
  • Reviewer
    Location
    Bradford, UK
    Reviewing
    Virgin Media
    Date
    Comments
    A shocking service particularly for the last 3 weeks but hasn’t been satisfactory since we joined Virgin Media. Have been meaning to leave for a while now after lots of unfruitful telephone calls to Virgin Media customer services and technicians . Customer Service is very poor with no recognition of the difficulties we’re experiencing with frequent periods of no connectivity. I don’t feel I can award any star ratings - zero across the board.
  • Reviewer
    Location
    redditch
    Reviewing
    Virgin Media
    Date
    Comments
    Do not buy virgin media. There nice brochures say speed upto 50MBPS but it is always less than 20 MBPS. They say when they say upto 50 it can be anywhere from 0-50. What would you tell these people. And it is very difficult to contact customer services. Even after We got the connection, we get daily promotional matter delivered to doorstep and by post. But when I complained the service is down, they say technical team has to take 5 days to come. I need to give minus stars if possible. Get lost..Cheats
  • Reviewer
    Location
    Bracknell
    Reviewing
    Virgin Media
    Date
    Comments
    Rubbish company, I never will use them again.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    Don't get Virgin!!! Installation was supposed to have occurred a week ago. Despite having had 3 weeks to check if external cabling was function, they left it till day when they cut my existing phone line and broadband. A car was parked on a manhole preventing them from feeding cable through, so contractor left and that was the last I heard of them. I have spent a week calling Virgin repeatedly. They have not managed to call me once to inform when or if installation will ever occur. Still not clear. Why cut my phoneline and internet when they could easily have checked cabling before installation, then absolutely no urgency to resolve. The contracts with external contrators obviously favour smooth installation so if there is any problem contractor can just dump job with no penalties. Customer service is designed to ensure you can never speak to anyone with any authority to do anything except to say you have to wait for 48 hours for something or nothing to happen (nothing in my case). They are not allowed to call out so if you get a direct line to relevant dept rather than passing round vast numbers of call centres, you are charged for phone call. In all Virgin milk customers who have no problems, but provide zero service in those cases where there are problems. That is the business model.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    An awful company. An engineer lied to my wife and made her cry. I had 6 different appointments for my internet to be installed and they were u successful. Appalling customer service. A COMPLETE SHAMBLES!
  • Reviewer
    Location
    The vanilla unicorn
    Reviewing
    Virgin Media
    Date
    Comments
    The internet is so bad speeds are so bad customer service is bad and I disconnect from the WiFi every ten minutes even though we’re paying £60
  • Reviewer
    Location
    Brotton
    Reviewing
    Virgin Media
    Date
    Comments
    Virgin Media is the worst internet broadband there is! I am currently using my 4G to write this as it is down once again!!! If you can get Sky or BT get one of those as they actually work!
  • Reviewer
    Location
    WOLVERHAMPTON
    Reviewing
    Virgin Media
    Date
    Comments
    on the day of my installation by Virgin which I've been looking forward too, turned out to be a shocking eye opener into just how poor the service can be!
    Took day off to wait in for the installation team to arrive but they didn't turn up or even call to advise they wouldn't turn up, so I called them to be cut off twice diverted then cut off, then got through to a guy who in fairness seemed a real nice honest guy he called me back as he said he would and then I had to wait for another guy from virgin to call.
    The guy called and said sorry but there is an issue with the fibre Virgin know there is an issue and should not have given you a date or even a connection as we can't install for possibly another six weeks! So I called another person at virgin to complain as I've lost a day's pay to be at home paid just under £70 to terminate my provider and then not even be called to be advised about what was happening! I was told sorry you can go to another provider. What a brilliant way to do business Virgin I do hope people read this and think twice before wasting their time.
  • Reviewer
    Location
    Basildon Esssex
    Reviewing
    Virgin Media
    Date
    Comments
    I was having trouble with my broad band for nearly a month
    I was phoning Virgin nearly everyday..was on the phone for about an hour every time..and the operator would say that's sorted now..would go off the phone and about an hour later no internet A GAIN..
    Eventually they sent a technition out..his name wa Deen he gave me a new box then looked at the wires inside one out and he sorted it..internet be ok so far
    Thank you so much Deen..
  • Reviewer
    Location
    northern ireland
    Reviewing
    Virgin Media
    Date
    Comments
    on their website they happily say 'you can go up or down' when you have too much data or too little. This isn't true. You can go up when it suits them and they may offer you to go down but only by changing contract which is hassle and not easy like they say. Yet they have changed mid contract without making it clear to me that they were doing that. They are nice on the phone but don't solve anything really. It's a shame because the actual coverage is good and when you do sort out the problems it works. But they don't sort problems to suit the customer, only to suit their computer systems and therefore lose custom. But I don't think they care because they are only interested in big contracts.

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.