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
    3 stars
  • Speed
    3.2 stars
  • Reliability
    3.1 stars

Based on 8090 customer ratings since 2019-05-26 (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.

3387 Customer Reviews for Virgin Media

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Reviewer Location Reviewing Date Ratings
We've just been conned into re-contracting with VM for another year. After our initial year they were putting the prices up significantly. I shopped around and then spoke to their 'retention' department. I was instantly offered a lower price, and what seemed like a good TV upgrade deal. However, days later, the order had not gone through. I had to ring multiple times and basically got told they would not honour the previous agreement. So patronising (I used to work for another provider, and hold a Masters degree in Telecommincation Engineering, but they treat me like I'm an idiot). Pack of lies. We're now stuck with them as my back was against the wall. I wish I'd switched. Shouldn't have touched them with a bargepole!

This is the latest of the issues I've had with them. Soon after we had their BB my email stopped working. They blamed all my clients (on iOS, Windows, Ubuntu and Android) when it was their servers. Had to refer to CISAS who found in my favour but VM were very slow to pay the compensation awarded. Took months to resolve and they only 'fixed' it by accident. So many issues and a lack of quality.

If it's working the speed is generally good (especially as we can't currently get VDSL here) though the TV service leaves much to be desired with missed recordings and the like. We've enjoyed advertised speeds with no sign of contention, good latency and reasonably reliable WiFi from the Arris hub. However, when things go wrong, and they will, the Customer Service is dire and is bad on so many levels. Be suspicious of a firm that cannot even get basics like their website to work properly without broken links for functions like 'contact us' - or insist you ring them but cut you off after ages of robot voices and music on hold. Not recommended.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Ipswich Virgin Media  
I have been with Virgin for over two years. Today is the day I ended the service with them, the service is terrible, the speed is ridiculously slow and the customer service is unhelpful.

Also, they hold back information from people when there is a better deal on the market with them. For example, I was paying £45 for a year for 100m internet package, I called them up to ask if theres any other packages and they ended up letting me know that the prices have changed and that for 41£ i can get the 350M package, so it makes me wonder how long have they been charging me extra, i know its not that much but still, it would of been nice to be informed.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Beckenham Virgin Media  
Avoid Avoid Avoid! Awful and dishonest customer services. Called to disconnect the services and been confirmed they will do so, received debit collect letter months later and found out I was still charged for bills. They denied the call despite I provided the calling record, several complaints sent they just ignored. Case now almost 2 year and still in dispute. Be careful with them
  • 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  
cancelled my subscription within the cooling period as the connection was rubbish but yet the have sent me the bill when I was being told on the phone that my balance was 0,Now they are threatening to to pass on my details to a debt recovery agency.Beware of this company!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
BEDFORD Virgin Media  
I recently disconnected from Virgin Media after my bills shot up to £50.50 per month for just fiber. Now that was already an issue as that do not call or email to inform you that your contract is coming to an end or that you are being moved on to a rolling contract.

The bigger issue is their incredibly rude, unprofessional and dishonest call center staff. When I called to disconnect I was informed that as I pay in advanced I would not be charged going forward. Fast-forward to today where I have been charged.

I have called the call center again to discuss and let them know that I was misinformed by the previous colleague I spoke to and have now been charged. Their response was to refer to their online payment system and pay no attention to what I was saying at all. The person I was speaking to (John) did not listen to a thing I said and kept on rattling on about how it is explained on my online bill without listening to my complaint that their staff member (A human) had lied to me.

After him repeating the same sentence to me about 5 times without trying to understand what I was saying I left the call with no solution and still having been lied to and charged.

Overall they are absolutely despicable, their conduct is incredibly unprofessional and dishonest. This is the worst experience I have ever had with an ISP. You are better paying for BT as they are less likely to rip you off and lie to you (Or their customer service will at least resolve your issues and accept responsibility). If you want just fiber hyperoptic looks great and there are so many options to explore which we will be doing.

Please be aware that no matter how much you pay them their customer service and support will always be terrible.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
London Virgin Media  
0 stars it should be. I signed up with this awful company, tempted by the promise of superfast optic fibre connection, have now ended it after a year of slow speeds, eg last night, less than 1 Mbps, all evening. Customer service is rubbish, they always just tell me that the service is working, after supposedly 'testing' the line. Long waits for the call centre, they now charge me £46 per month for the worst broadband i've ever had. Am so glad that I didn't try to save money by getting my phone contract with them too, after a year of internet cuts, eg 3 hours occasionally, the phone with a different company was vital. In short, don't touch Virgin with a bargepole, I last used them 20 years ago, and they haven't improved a bit.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Southampton Virgin Media  
THE WORST INTERNET PROVIDER!
Terrible experience with them.
I am tired of calling them to solve the problem and they just move on. Internet keeps dropping and it’s impossible to have any type of meeting from home.
Do not recommend. Terrible service, will be changing for sure.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
The absolute worst! Do nothing to resolve issues but quick to take your money. CISAS complaint upheld but no improvement. Time to change supplier
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
LONDON Virgin Media  
What a con. I go this WiFi to stream and I have over 3 million subs on twitch and need my own WiFi so I decided to get this.
I got the 300 mbps and at best go 5mbps it tacks me over a hour to load onto Fortnite and could not stream over 10 min. Go and get EE the WiFi is not even have to be next to my pc and I get 300 or over mbps even through I pay for 300 mbps with the whole family using it. You might get a lag slick every 2 or 3 hours but that is ok as I have at leat 10 devices using it
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Upminster Virgin Media  
i have been conned! - false advertising at it's best - I THOUGHT I was buying 200MB/s download speed Broadband but once you go through about a dozen pages you find that your wonderful 200MB/s download speed is in fact about 12MB/s at best I have had 36MB/s - really really slow - really bad false advertising and when other users are online at home then it's even worse - DO NOT BOTHER BUYING VIRGIN MEDIA - You have been warned.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Surrey UK Virgin Media  
Constant dropping out and buffering when watch TV. We have a standard size house and the internet does not get to every room or anywhere in the garden. Awful absolutely awful
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wokingham Virgin Media  
poor customer service, was put on hold for 40 minutes and then hung up on. internet speeds not what advertised, paying for 500+mpbs only receiving 10mbs. customer service just pushing the issue on by reseting the system, temporarily boosting the speed or sending a so called 'booster'. would avoid if possible. speeds of wired internet is good, but if you use wireless i would keep an eye on internet speeds and ask for money back if the speeds are too slow.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
east ham Virgin Media  
Virgin Media is rather Not Giving Media. The internet speed is shocking they offer up to 100mb if I get up to 20Mb that is it.Their prices are way too high for the quality and speed you gain. Dissatisfied unfortunately.
  • Customer Service
    2 stars
Wellingborough Virgin Media  
Utter utterly awful. The internet is intermittent and almost unusable. To use the pandemic as an excuse for a a service that many in the area have complained about shows the deprived depths to which Branson and his business go to. Focusing on delivering the service promised in a simple business is better than newspaper grabbing headlines on trying to get to space .....
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wallington Virgin Media  
BLAME THE CORONA VIRUS!
I have ordered installation business broadband in our two business sites.
The sweet salesmen Randeep from the business team will sell you everything, fast with.

The first installation didn’t go as a plan: I have to wait the whole day in the empty site, no buddy come as arranged despite asking for an hour half a day slots - sorry, only daily slots.
No phone call no email. Waste of my day!

I managed to contact virgin media, to reschedule the appointment. Finally success.

After installation, the engineer from virgin media took the “old” hub with him and disappear.
Domestic team invoiced me £90 fo the old router (it has been taking by your installer). It took me many hours on the phone to New Delhi holding and explaining again, again and again.

The worst: I have ordered the business broadband in January this year, The installed at the beginning of February. The complaint took around two months, 5 emails sent to a virgin - no reply.
When I finally spoke to VIRGIN MEDIA they blamed COVID19 for messing the installation! The first week of February? Seriously? No sorry, they don’t care!

I have planned to set up another five sites with a business broadband connection from virgin media - I am staying with the current provider.

Please avoid. AVOID!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
London Virgin Media  
Virgin Media should be renamed Virgin Merdia... No internet, if you EVER managed to get to speak to someone they will send you a new router which will work for one month. There is NO customer service - not even a note anywhere saying anything about it. They will charge you over the odds (I pay £50 a month for ONLY broadband) - they will not fix problems, EVER! And then, they will send you email telling you how 'your speed has been boosted!' - now imagine you buy a car that won't start, and the manufacturer bombards you with messages telling you how fast you can travel down the autobahn!!!

Who effing cares for download speeds of a million times faster than the competition, if you can NEVER use your internet connection?

Liars, thieves, incompetent dumbwits!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
south east london Virgin Media  
Liars, slow and misinformed.

Lied to me about delivery times/when internet service would start.
They told me things in writing which they then went against.
They couldn't guarantee an internet start date.
I would call, they told me something had been actioned. I would then call back and there would be no record of any previous calls...
Their Sales team provided assurance to me so I would sign up to the new service - once signed up these "assurances" were taken away and conveniently forgotten again with no record.

Could not be more disappointed - lied to me so I'd sign up. Misinformed me to get me off the phone. Couldn't help when I needed it.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Manchester, United Kingdom Virgin Media  
I’d give them no star if I could. The WiFi signal is poor and times it would cut off due to technical issues. The customer service is ****. I called a month before my contract end date to give notice and cancel my broadband. The customer service advisor stated to call back on the day of that I was finishing to cancel so I did but only for me to be told by a another customer service advisor that I need to provide 30 days notice which I did but it was not noted on my account. Virgin Media are thieves. I will never go back to them again. **** reputation.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Appalling customer service. Still waiting for call back from them after 2 weeks. Promised a booster and have not received it!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Terrible company. Customer service impossible to get hold off. Using current covid 19 as an excuse. Broadband speed no where near what you pay for. Don't go near these scammers.
Bolton Virgin Media  
Biggest regret signing up to Virgin - it has been slow, unreliable and makes it impossible to work from home. I have needed to set up a separate contract with a mobile provider (to use tethering), so that I can work uninterrupted. Very disappointing service and you do not get what you pay for.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Biggest regret signing up to Virgin - it has been slow, unreliable and makes it impossible to work from home. I have needed to set up a separate contract with a mobile provider (to use tethering), so that I can work uninterrupted. Very disappointing service and you do not get what you pay for.
  • Satisfaction
    1 star
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
I’ve been 2 hours on “hold” - no one couldn’t help me.

I’ve been transferred twice and still have not received proper answer, no one doesn’t know how to change monthly package - it’s ridiculous(after 2 hours of waiting).

Nobody is not responsible for nothing and just searching how to transfer you to someone else.

The quality of “customer” service it’s the same as quality of the internet
After 2 hours on hold Shelby pick up the phone and she was extremely rude .When we wanted to change monthly payments she was repeating herself twice that we agreed to that .When I said that I was talking with your colleague on September she said no , I didn’t speak to anyone since 2018 !
After 5 times asking her to change the contract to a cheaper one she offered “the cheapest one “ for 42 but on your website the cheapest one for 27 pounds!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Broadband is fast, but very unreliable. To the extent that neither I nor my housemate can use it for work. If I want to watch something on Netflix or Amazon I download it first because the likelihood of my internet connection lasting for the duration of a whole film is negligible.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    1 star
UK Virgin Media  
Absolutely pathetic. my advice to people who are tempted to have it installed DON'T if you do install you will regret it...
i was promised 50mb i get 13mb on a good day, Try to contact THEM you will spend at least 40 minutes waiting for an answer, the person who eventually answers will not have a clue make up some excuse and tell you to phone again in 24 hours, you have an option of pressing 1 and they will phone back 3 times i have done this i am still waiting for the call 6 days later.
They genuinely are the WORST COMPANY i have ever had the misfortune to use.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leicester Virgin Media  
Utter crap. Been struggling with the most basic of things such as emails ect, never mind streaming video. Checked my speeds every day for two months and I'm lucky to get 3 mbps. Paying for 100 mbps. I give up, I'd rather go somewhere else and get 50mbps constantly than put up with all this super fast fiber crap that virgin can't deliver. Very long time customer and disappointed for a long time. Bye bye virgin, never shall you be a problem again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Liverpool Virgin Media  
When the broadband works it is great, but it is intermittent.
The customer service is nothing short of awful. They are practically impossible to get in contact with.
You leave a complaint message and they say they'll acknowledge receipt in 48 hours. How does this help when my internet isn't working?
No refunds or acknowledgement of poor service, terrible.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Beeston Virgin Media  
Im paying £43 a month and my broadband is shocking all i have is broadband no phone line no tv
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Darwen Virgin Media  
scams! They take advantage of everything. My contract ended and they increased the price from 27 to 50 pounds per month. I called them when I checked my statement and they said they cant renew the contract and I had to pay 50 pm. i discussed with my roommates and for a month I've being trying to call back to cancel my subscription and no one would answer (i tried from website to cancel but there is no option). So I cancel my direct debit and when they finally called they said I had to give one month notice so I had to pay for next month too even if my contract ended.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
London Virgin Media  
The worst customer experience I've ever come across

After 3 months of waiting and 4 engineer visits Virgin decided to give up on installing Fibre into my building. Over those 3 months they refused to let me cancel and go with another provider, redirecting 6 times to different departments as a retainment device.

I've been left working remotely with no internet during the Corona outbreak, putting my employment to work at risk.

Please do your future self a massive favour and avoid this awful company!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
London Virgin Media  
I bought internet m350 fibre nearly 2 months and internet not working in the house. I spoked with costumer service few times for help but nothing changed. They promise engineer will come by appointment but nothing. Just lied! Worse service ever. But they happy with your money, that’s it!! Very careful!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wembley Virgin Media  
Appalling service. We have been with Virgin for several years and they have got progressively worse. They are now nothing short of con artists. You sign up to a speed of service for a set monthly figure; they increase the monthly figure and, in our experience, you never get the speed you pay for.

We are supposed to get 100Mb/s. We do not get this anywhere in on our property, despite having to purchase WiFi extenders (the Virgin router would not provide coverage outside of a single room). I am currently getting 0.5Mb/a right beside the router. You contact customer service and they waffle on, spoon feeding you a load of rubbish.

The worst provider going by a significant margin. Avoid; go with a more expensive provider, any other provider, not these guys. Absolute rubbish.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Maidstone Virgin Media  
Endless problems.
Was charged £100's on home phone that i dont even have.
Have had 18months of horrendous internet, cant hold a skype call even by the router but Virgin wouldnt let me leave my contract.
Terrible customer service and internet connection.
My friend is a manager there and says Virgin are really struggling financially and technically.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Croydon Virgin Media  
Virgin is fast. Unfortunately, it isn't very reliable, and their Customer Service and Tech Support is incredibly poor. This is what happens when you outsource the majority of your tech support to Indian Call Centres.

Virgin seem to use "speed, speed, speed!" as an exclusive measurement of connection performance. If you're having any issues, then they'll immediately blame your Wi-Fi connection, even if you're not using Wi-Fi (like me). They don't seem to care about the quality or reliability of your connection which can cause more problems than simply the speed of your connection.

It is suspected that many of their reliability problems are caused by over-subscribing their network - trying to accommodate more customers than their infrastructure can physically handle.

I find it hard to recommend Virgin for consumers right now - if you can get a decent connection from BT/Openreach, then perhaps you should go with them instead.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Bromley Virgin Media  
Cannot believe how bad Virgin media is, moved house 2 months ago signed up with them , tv’s keep breaking up internet hardly ever works when it does really slowest we’ve ever had. It’s been completely off for over 3days now phoning constantly being told there’s an outage and back on in a few hours
Essex Virgin Media  
Atrocious customer service. Broadband cutouts for a week that have only been getting worse with no communication whatsoever as to what’s happening despite signing up TWICE for text updates. You only really find out how good a company is when things go wrong and Virgin have been singularly unimpressive.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Dover Virgin Media  
This customer service...... Should be 0.

Still waiting for email.

How long they answer for complain half year?
  • Satisfaction
    3 stars
  • Speed
    3 stars
  • Reliability
    5 stars
Croydon Virgin Media  
Virgin Media are highly unethical and could be described as profiteering:
* They set high prices, hook people in with a reasonable deal, customers then find their prices are effectively hiked 70%+ after a year.
* They do not offer the same prices for existing customers as for new customers. I'm therefore being discriminated against new customers. I've currently been offered a package at £38 (best deal they can offer) which is online to new customers at £29.99. This is unethical and I do not understand how they get away with this shameful business practice.
* They said to me I could not move to another provider as currently Corona Virus restrictions mean their competitors cannot complete any installs. They are using this as a tool to keep prices high knowing I can't go to their competitors with current movement restrictions.

Further:
* Their Customer Services have been extremely poor for a number of years. One example is they cannot send my bills to my personal email address - because I used it at a previous address when I moved house. I could go on, but will spare all the details.
* Virgin Media also said that if I cancel, then no one else can take out a contract with Virgin at my address for at lease 3 months.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    5 stars
Edinburgh Virgin Media  
Great product, but, the most despicable, unethical and greedy company to inhabit this world
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Shropshire 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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