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.

Overall Customer Ratings for Virgin Media

  • Satisfaction
    3.3 stars
  • Customer Service
    3.2 stars
  • Speed
    3.2 stars
  • Reliability
    3.2 stars

Based on 169003 customer ratings since 2009-04-06 (Show recent 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.

3248 Customer Reviews for Virgin Media

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Reviewer Location Reviewing Date Ratings
Service has declined. Main problem is availability because the loaded latency is up to around 400ms most of the time according to fast.com speed test. I was hit by price hike and pressured to upgrade from Vivid 50 to Vivid 100 which I refused to do because of poor responsiveness of simple database apps on the connection. I have been urged to make a complaint but that is just too hard to get through to do. I think I will have to resort to snail mail. Contract started 22Oct17 Time to leave.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
HP4 Virgin Media  
Customer service is very poor. Also have very aggressive sales tactics. Overall virgin media make life very difficult for customers to manage their accounts and/or complain. I would never recommend and am looking forward to leaving.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Manchester Virgin Media  
Virginia media is one of the worst service provider I have ever come across, their offers are trap so don't fall for it as they have so many hidden costs Which you will know at the termination of the contract.

My experience was alright when I was with them but then I explored X Y Z cost which was never clearly mentioned in my contact. When I asked they said this link that link.

So be careful!!! If you decide to go ahead at your own risk
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
PORTSMOUTH Virgin Media  
Dreadful. Been signed up 3 weeks and already facing an internet outage with 6 days until they can get an engineer to my house and now having to use annual leave at work to be at home waiting for them.

Not allowed to cancel as I’m ‘outside cooling off’ but to be having problems 3 weeks in is appalling. Customer Services incredibly unprofessional ... to quote their CS team who said to me on the phone: ‘some agents want to go the extra mile to help but other agents don’t care’. Speechless.

I had 10+ years of flawless uninterrupted service with TalkTalk... wish I’d never left. But for 3 years Virgin Media hounded our village with leaflets and door to door sales people after they installed here - every month was junk mail or someone knocking. We finally caved and what a regret.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    1 star
UK Virgin Media  
Whatever you do, don't show them any loyalty. At the end of my contract, they put the price up by £15/month. Retentions said that if I cancelled my contract then they would cut me off for 30 days and I would regret it!
Go ahead, cut me off.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Warrington Virgin Media  
Awful customer service. Wanted to cancel my broadband, was directed to wait "a minute" by a representative who then proceeded not to transfer me for several minutes, instead just muting on his end.

After an hour, I had to hang up. Regular people don't have several hours to just wait on the phone. My issue, unresolved.

They have no desire to help and certainly work as hard as possible to make cancellation a miserable experience.

Avoid at all costs.
West Midlands Virgin Media  
Mid contract price increase from £27 to £31! 15 % price increase was after 5 months I signed the contract. Very disappointed.
Over charged by £20 - the mistake admitted by the virgin team, still waiting for the refund after few months.
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Salford Virgin Media  
The only positive about them is the broadband speed. I've been a customer of Virgin for over 3 years in two different properties. In the first one it took me several tries and hours spent on the phone to get an engineer out and replace the faulty router, the second time there was regular outages for hours at the end almost every 3 days.
Checking their website they were aware that there were issues at my postcode so it couldn't have been a problem at my property.

Their router's range (Hub 3) is awful, I couldn't get proper speeds in the next room, had to use another router in the house (and no, this is not normal as with my router from Zen I get proper Wi-fi signal and speeds through several walls outside in my garage).

And of course the despicable price hikes and constant haggling with them so they can lock you in for at least 18 months every time.

Even though I could get it for less than £30 for the broadband, the peace of mind, range, speed and reliability is just so much better for £10 more a month from Zen.

Also they tried ripping me off at the end and my complaint is still not resolved after months.

All in all, avoid at all costs!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Leeds Virgin Media  
Broadband good but very expensive. Phone and pester lots to upgrade package and having been customer for over 5 years find myself locked into contract when wanting to leave, hasselled into getting extra channels at apparently no cost which seems to have locked me in. Bit annoyed...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Edinburgh Virgin Media  
Avoid virgin media at all costs! They are treacherous and hike their prices all the time and will then offer you a "promo deal". This is something that several of my friends and family have experienced first hand too! They will then slap you with early termination fees as to scare you off of leaving.
I've never had to deal with a company that is so treacherous and am taking this to Trading & Standards.


AVOID VIRGIN MEDIA
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham Virgin Media  
I am a current customer of Virgin Media, called to upgrade / take advantage of a black Friday deal, I spoke to one person who redirected my call I was then on the phone for 30-minutes no answer problem not resolved. Im not happy at all considering leaving, they don't believe in looking after the customers they have got.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Swindon Virgin Media  
Never met such a terrible company for customer service- random bill charges - still send bills after I left - and then say I have not returned Router - really very difficult to contact anyone to sort out anything about bills, account or anything else - have to speak to loads of different people each time- and call costs usually charged for. Cut believe this company gets away with so much!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
bristol Virgin Media  
Customer service is non existent, if there is an issue expect at least 6 months before it is resolved as all people working in their customer service team are clueless. And that is if you can get hold of them
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
UK Virgin Media  
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
The vanilla unicorn Virgin Media  
Customer services department is full of Psycho's, even on chat (when they know everything is recorded they are nasty at their best).
When you broadband contract is ending and you are about to pay more they will try their best to up sell you.
The first thing you should say to them is my broadband contract is ending and I would like to terminate the service when it ends....
At this point only they will try to give you a better price and package.
I did a mistake, my broadband contract was about to end and I wanted to sign up for another year, the person on chat was just not willing to extend me to another year unless I upgrade my package to double the speed!
At this point I was pissed off, signed up for another provider and called them to terminate my services, to my surprise they were very polite initially, is there anything we can do about price? I said no I already discussed this, sorry please close my account.
Now they know that I'm sure to leave, their nasty side kicks in....
Sir you need to give us one month notice if you wan't to leave, I said I only signed up for 12 months minimum and after that can leave any time, they cannot do that.

Unfortunately they are in business of providing very high speed broadband, which I don't need....
I stream on TV, computer at same time, while 3 mobile devices are connected and no issues with a 36MB broadband connection....

I'm done with VM once and for all, having used them for 5+ years.....
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Kingston Virgin Media  
I fail to understand the amount of negative feedback Virgin has online. I’ve recently had Virgin installed and from day one I’ve had nothing but amazing customer service from the Virgin team - they’ve always been in contact letting me know of any changes or dates/times of when things are happening and I’ve had any questions answered. The service is brilliant and has been set up much better than Sky, the engineer fitted everything so neatly and was very professional. Extremely pleased with the swap from Sky as I had nothing but terrible issues with them.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Edinburgh Virgin Media  
Dreadful customer service. Problem with Tivo. Had tried calling them now for nearly 2 months but have never got through even though I have tried at all times of the day. On every occasional my telephone handset has run out of battery before it can get answered. Have sat with piped music on hold for over an hour and still not got through every time. I would cancel if I could find a way to contact them and tell them! Avoid at all costs.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Cambridge Virgin Media  
Awful customer service, the call centre is the worst they are always mumbling, so rude and no clue what to do. Total wind up merchants. The service has an outage every other month, usually when it has been raining what a joke. Please get UK only call centres, what a waste of money repeatedly calling to get one person who can actually help me.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
nottingham Virgin Media  
No stars from me as the service is shocking. My internet is slower than ever and when i called to try and get my problem sorted the very unhelpful lady put the phone down on me
Liverpool Virgin Media  
Virgin media is probably the best broadband provider. However, their customer service is absolutely non exist ant. Expect to spend hours on hold if anything goes wrong or you want to ask a question. If you choose the text service it takes at least 6 hours for a response which is more than useless. Wish I tried BT first. (ps virgin media has minimal employment in the UK, the majority of jobs are now in the Philippines)
  • Satisfaction
    2 stars
  • Speed
    4 stars
  • Reliability
    3 stars
South Yorkshire Virgin Media  
Virgin media are the worst customer service company i have ever had the misfortune to have to contact.
I moved house recently and advised Virgin media with three weeks notice on the day I was moving they advised me they would not be installing my services and they had no idea when it would be. I have lost count of the number of people I have spoken with provided information to verified my account with to be ask the same questions five minutes later.
I have now been advised that it may be the first week in February before I get my services reconnected by Virgin.
There customer services experience is terrible it is done by text message that they take for ever to answer and then ask the same questions as previously.
So I am a customer with over 20 years of loyalty who has simply moved house and now cant have any service until February and today my email has stopped working and I can no longer send emails but its not there fault. Oh yes and I have been told if I am not happy i can simply go elsewhere.

I am sure this is by far the worst service I have received form a service provider. A definite 1/10 experience that i can't complain about because I don't have an account but do have an account and that no one at virgin will actually take any ownership of they just pass you around to someone else.
1/10 Definitely stay away from this company if I were you poor service and lack of customer care and even though I have wrote this I know Virgin will take no notice or care at all.

One very hacked of Virgin Customer
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Kirkby in Ashfield Virgin Media  
Ive had Virgin Media for quite a few years now, And they seem to have gotten worst. The Speeds are constantly slow, The other morning I was getting 1mpbs download speed on a package with 60 mbps is meant to be the average. The Customer Care has been replaced by a system of menus that keep you from speaking to an advisor and hang up on you after you've been on the phone for 10 minutes. After calling back, you finally get through and have to deal with some ill trained Person repeating the information that the automated voice has just told you while you were waiting. They are willing to compensate you for the downtime but only after you call them every time you experience an issue, but this means you end up wasting even more time on the phone with them to tell them something that they can probably already see on their system. Not a good expereience with them at all, Its not all bad but incredibly frustrating dealing with frequent loss of internet.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
London Virgin Media  
So when it works it is pretty good but that is WHEN it works. It’s over subscribed in my area and VM don’t have a clue. Their support is just dire! I work from home... so they then tried to sell me the business package.... but it’s through the same infrastructure so why would I pay more for the same sub par service?

I downgraded my internet from 300 to 100. They were adamant I had to have the 300 as I was chewing up some 1.5-2tb a month of data! Muppets! The volume of data I consume has no correlation to my speed. Did I notice a difference? Nope!

When I have an issue.... they cannot tell their arse from their elbow. The kit is poor quality (goes with their support).

BT are now in the area, Virgin Media have had the monopoly in the area for far too long and become complacent. Thinking that as only they were providing super fast broad band to user in the area they could get away with doing nothing!

BT fttp is now live so just ordered up.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Currie Virgin Media  
Can’t express enough how terrible my experience has been with Virgin Median. Had no WiFi for a week and no one will tell us anything, other than problems in area and to allow long. I have been promised 3 Manager call backs which have not happened and again just told to allow longer as issues in my area. Just told them I want to leave and told would have to pay fee to leave early. Please avoid at all costs as I have just told my husband “Virgin Media have broken me” .
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leicester Virgin Media  
Very good service but a bit pricey
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Chelmsford CM1 Virgin Media  
My contract is expiring to-day I rang to see if there is a deal or can I stick to what I have at the same cost, but I was put on hold for about 58min just to get an reply NO DEAL only for NEW CUSTOMERS … this is against the LAW NEW or OLD customers can qualify for the same DEAL as advertised on TV or the NET.

I was talking to some junior who did not understand as to what I want so I asked for a manager who kept me on HOLD for that long to give me a reply NO DEAL … what a crap service

Virgin Media needs to listen to this phone conversation and replace these kind of managers who don't have respect for their customers.

is VM become so big that they don't need customers .. read the reviews of other customers and get working to employ better staff.

I wish there was an option to give a -* instead of 1*
  • Satisfaction
    1 star
  • Customer Service
    1 star
Middlesex Virgin Media  
Terrible... Simply terrible! We need the speeds due to the amount of devices we have in the house and the amount of downloading done... But DAILY the network goes down. Random times. Tried calling to get it fixed but as it's a 3 month ongoing issue I cannot get through to customer services as I get a automated message saying "On going issue, engineers working on it"... Terrible terrible service. Wouldn't recommend to anyone unfortunately.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Leeds Virgin Media  
Simple questions asked about their current deals, so I know whether it’s worth waiting for their engineer to come out and confirm whether we are able to have fibre broadband in our area. (We had just moved to a new property) My questions were perfectly valid, as they have black Friday deals on at the moment, with cash back options, and so do many other providers. I am shopping around as it is my right as a consumer, and of course I will try to find the best value for money. Rosey via the webchat was incredibly condescending, unprofessional and rude. One of responses was “you need to be patient with us before you take advantage of our deals. Alright?” And then she left the chat without saying anything else. I was not impatient, and I wasn’t at all rude, I was just making an enquiry. But I’ll take my business elsewhere then, shall I. :)
So glad I experienced the appalling customer service before I joined! Thanks Rosey, if your colleagues are half as bad at their jobs as you are, you have actually saved me a lot of headache.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
High Wycombe Virgin Media  
Absolutely CRAP! Rubbish customer service team who are only interested in increasing your bill. Once you leave they still try to rip you off by sending you another bill. BEWARE rip off merchants!!!!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wigan Virgin Media  
Absolutely pathetic customer service.
They put you on hold for quite a long time. Rather than trying to fix or help to fix the issue, they pass the call from one team to another , keeping you waiting for long time. Sometimes , you wait for more than hour.

Take long time to respond. Please have a live chat feature to make it less painful for customers.
  • Satisfaction
    1 star
  • Customer Service
    1 star
London Virgin Media  
Customer service is a joke. I waited for 45 min, but it was the wrong department, said would transfer me to customer service who passed me to faults, waited yet again for a looong time to i hope the proper department. Sky is cheaper and easy to contact.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Cardiff uk Virgin Media  
I've been a customer of Virgin for many years on an M200 plan but getting no where near it. Latest Speed test from Virgin..Download 37.63 Upload 20.75.
Yet paying for fastest plan, been like this on and off for days. Seems like you get the true speed for a while when a new customer and then dropped to a rubbish rate when they have your monthly payment.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Wigan Virgin Media  
I'm lucky I can get this review to you as my broadband has been disgraceful. I'm currently on 120mbps with 5g contract.Im cancelling my bill as I've been with them for over 7 years and for 6 of them years never had a problem.This past year my broadband wasn't performing as well as it should and wouldn't even work some days.It seemed slower for some reason as I use Netflix and was having streaming issues.Now, I'm on 5g with 120mbps,streaming Netflix shouldn't be a problem...right?I kept ringing them up about issues and for some reason,after ringing them up my Internet would work again for about 2 weeks before a problem happened...again.After a few phonecalls and complaining I've had enough.Ive just checked my Internet speed and I was shocked.Theyve billed me for 5g 125mbps for 7 years and I've just realised that I've only been receiving 2g at 75mbps.How long this has been happening,I do not know but the scary thing is,it still works my Netflix etc.Probably been receiving 2g 75mbps for the whole 7 years.Do not put your trust in this company as I have,I've been robbed as a loyal customer and am deeply disgusted.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Middlesbrough Virgin Media  
Isn't worth any stars. If you manage to speak to one decent person in their customer service team then you are lucky. Originally had huge issues over receiving the box because it hadn't been delivered and each time i rang to ask, I got told it had already been delivered which was very clear it hadn't. Spent two whole evenings on the phone to them, until I lost my patience and they then decided to send someone out to me to install it free of charge. At the time i told them i wouldn't be paying for the time it took them to install it which they agreed. They offered compensation of £5 for everyday late it was but sent me through a cheque for a quarter of this. To top that off i noticed a charge added to my bill for the amount of the cheque they sent me, so they had charged me for my compensation! A month later my complaint got resolved because they couldn't get hold of me, despite having my email, phone number and home address. Obviously they try so hard (NOT). I set up a direct debit for payments and it was showing on my bank account but they didn't collect the money and have tried to charge me for a late payment fee. Needless to say, i am fuming, another 2 hours on the phone to them. Be very aware they try to slip in additional charges on to your bill and thy purposefully make the bills unclear. Compensation still hasn't been added on despite them saying it had been added. I regret choosing Virgin media, bad experience 15years ago but thought they might have changed so tried them again, what a stupid mistake that was. Never again would i go tto them. It's so bad i am contacting the financial ombudsman about my options. Please don't use Virgin Media, save yourself the trouble, it takes ages to get through to anyone and they are very rarely able to rectify anything. They certainly only do things when you refuse to accept their nonsense
Medway Virgin Media  
Medway Virgin Media  
I have not had to ever deal with customer service directly, but the have been increasing reliability problems. Its now become common to net to get spotty and slow service in the evenings for an hour or so. And the last 3 days have been terrible. Even in the morning.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    1 star
Central London Virgin Media  
My broadband would just stop - current stoppage is over 2 days. You call them and wait an hour on a premium line. Then you get some guy in Deli who is polite enough, but gets you to do pointless things and still not Internet. NO INTERNET. Just USELESS. This will cost me my job, they don't give a ****.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
London Virgin Media  
Broadband been off solid since the 4th of nov, to be told would be back on 6th, then to be told the 11th, then to be told the 15th, now to be told the 22nd of nov, I don’t hold my breath,,, shocking service, and lied to day after day...
Rotherham Virgin Media  
Unacceptably poor experience. I would not use Virgin Media again if they were the only internet provider on the planet.

Charged for Sky Movies, couldn't cancel it, no option online, you have to call, called multiple times, holding for over 15 minutes more than once, no answer, eventually got through, had my call dropped twice, Virgin say no proof of call subject, so refuse to reimburse and suggested a mediator would see it the same way if i took it further, I only wanted internet, i only took TV/Free 3 month offer due to sales telling me it was minimal price difference!

I submitted an online complaint and written letter to Virgin, received a very poor, generic response letter weeks later stating aim to resolve/be in touch within 7 days. Took a month and another online complaint to receive any cotacted.

To top it off, i moved to Norfolk - Virgin dont supply there - so they charged me the full contract fee (£150 outstanding) as THEY were unable to supply me a service in my new home. Awesome.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Lincoln UK Virgin Media  
Apart from speed all else is bad - don’t fall for their free offers as this nothing but trap. When you want to cancel free offers, you will have to call and wait for a long time.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Barkingside 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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