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 3260 customer ratings since 2021-05-17 (Show all time ratings)

Visit Virgin Media   Read our Virgin Media buyers guide

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.

4,163 Customer Reviews over 105 pages

  • Reviewer
    Location
    Derby
    Reviewing
    Virgin Media
    Date
    Comments
    Never again bad people very bad services liers
  • Reviewer
    Location
    cheshire
    Reviewing
    Virgin Media
    Date
    Comments
    spoke on the phone to a lot of people abroad (this is where you end up being put through) due to many problems with this company, of which you are passed from one person to another as they haven't got a clue what they are talking about. very bad customer service , I do not recommend this company unless you want to spend half your life on the phone!!!
  • Reviewer
    Location
    Runcorn
    Reviewing
    Virgin Media
    Date
    Comments
    We've had Virgin Media for months and since we first signed up with them, we've had non-stop problems with our internet speeds and reliability. Virgin keep promising us the issue will be resolved by x or y date but it never is, and that's if you can get speaking to them in the first place!

    Virgin Media have terrible customer service and extremely poor communication skills between their own staff. They have no care for the service they provide or their customers. Stay away.
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Comments
    They don't even deserve any stars from me. Absolute **** with their services, I've had people sleeping on the phone to me, hung up the phone on me, over charged me for two properties for no reason, yet they still have no clue as to what's going on. Worst company ever, waste of time, can't wait to leave them.
  • Reviewer
    Location
    Coventry
    Reviewing
    Virgin Media
    Date
    Comments
    If I could select stars in the minus catagory for the Internet service and customer service catagory then believe me I would. The broadband is absolutely diabolical, when paying for vivid 200 and fibre optic then I expect to be able to connect to the internet, not get kicked out every 5 mins and listen to the rest of the house hold moan at the disconnection. Every time I phone virgin media for help, I get put through to somewhere in the Middle East and language barrrier is an understatement! And to be told endlessly that the problem had been resolved, when it clearly hasn't doesn't impress me the least! And then to be told by a very rude gentleman to phone back when I have purchased a laptop really makes my blood boil. I have never dealt with search rude, incompetent people in my life! And virgin customer service team think it's acceptable!
    To then request my services be cancelled and be told they can't until I've paid my bill is laughable, pay my bill for a service I never received? I think not...... I would not recommend virgin media to anyone, NOT A SOLE!
  • Reviewer
    Location
    middlesbrough
    Reviewing
    Virgin Media
    Date
    Comments
    my broadband download speed id LESS than....wait for it....I MGPS. i should be getting up to 10mgps but i've never been over that in nearly 3 years that i have been with virgin. and they have the audacity to increase my internet bill from £15 a month to £18.50 a month. i rang them yesterday and said to reduce it back to £15 or i will be going elsewhere. i won that one. my complaints have NOT been answered and i find virgin to be the worst broadband suppliers of all. all i ever get is someone from an indian call centre when i phone them to complain about my treatment. i joined them initially as i don't have a bank account and i can pay my bills by cash with virgin. but i've had a lot of trouble with them ignoring me time after time,and i know i am not alone in this. it can take me 5 hours to download a movie. my mate does his in an hour! (he lives a couple of miles away). take my advice, stay away from virgin broadband.
  • Reviewer
    Location
    northwest
    Reviewing
    Virgin Media
    Date
    Comments
    Stay well away from virgin at the minute. Problems ain't the word, now I've been with them for years (no bt)and I've had problems for over 2 years, I was on 10mb then 30mb to fix a problem with no joy.then went up to 60mb to try and fix it now on 152mb. Just to let you know if you do upgrade to 152mb don't expect to receive that speed, only ever get around 10 to 60mb.one more thing when you ring them .GOOD LUCK with that one. Get another provider. DON'T WASTE YOUR MONEY ON VIRGIN. I phone them twice a week with no joy in fixing my Internet. Hurry up BT and get in my area .
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    Bad customer services,17 days no broadband ,they promise everyday but still not have.Always pay on time.They even don't provide correct information when will be fix the issue.Sad no internet,no TV.Lost hope.
  • Reviewer
    Location
    Surrey
    Reviewing
    Virgin Media
    Date
    Comments
    Recently upgraded to v6 box. Had loads of issues with it that eventually got resolved. Broadband keeps dying. Not the router but the feed from the street. Numerous engineers come to fix it. Works for a whole then dies again have to wait another week for them to come and fix it. Never ever gives full speed or anywhere near it.
    Phone line hasn’t worked for 9 months.
    Customer support is a joke. Absolute waste of time. And the only way I can contact them is from my mobile as the phone does not work.
    Virgin. Great products, useless service. Invest more money in people and less on technology. Virgin on the ridiculous. Have cancelled my account. Hope I get better results from sky.
  • Reviewer
    Location
    Bristol
    Reviewing
    Virgin Media
    Date
    Comments
    Not completely reliable
  • Reviewer
    Location
    kings cross
    Reviewing
    Virgin Media
    Date
    Comments
    We do not have internet connection from last Saturday 17th of February 2018 and they are telling us the same story every day. it says it will be fixed by 12 pm / 5 pm / 10 pm everyday same story for last 5 days. There shouldn't be any unscheduled downtime. What is the problem and when will it be actually fixed no reliable information available. I don't want this again tomorrow and the day after. anyone facing the same problem @ WC1 area Kings cross?
  • Reviewer
    Location
    Reading
    Reviewing
    Virgin Media
    Date
    Comments
    As bad as a service provider can get. Pathetically designed website, no way of mailing virgin team, Chat support keeps showing agents BUSY in case of help and allows you to chat for new connection. Stopped Help/Support and moved all agents to Neew Connection ???.
    Customer care is more serious problem, Every call requires 6/7 reditrections and at every stage security questions. Each calls may go as long as 1 hour and customer care hangs up the call in case they are not able to answer.
    No regard of customer's time. I closed all other bills in 15 mins( Bank, Electricity, Gas, Council ) this Virgin service has eaten up whole day without any results.

    Purposefully engineered customer service so that people don't get thier issues resolved just end up getting redirected.

    I will never suggest anybody to have a connection with virgin media again.

    Horrible scam, that is not a way to run a company/service.

    Really sorry to have connected with these guys.
  • Reviewer
    Location
    lanark
    Reviewing
    Virgin Media
    Date
    Comments
    Rip off merchants if you try to cancel they talk you into a new contract unfortunately they have their grip on you for another 12 months
  • Reviewer
    Location
    bromley kent
    Reviewing
    Virgin Media
    Date
    Comments
    Don,t touch them with a barge pole,had an a/c set up at my address in my sons name [same as mine]it was set up by my ex partner so I don,t know the password,i carried the a/c on after she left and was cut off after about 6 months after I had paid the bill,i was reconnected and told that cheques take 3 weeks to clear,i cancelled the a/c but they continued to bill me,i wrote 3 times recorded delivery and retained copies,i was billed for over £160 which I refused to pay and they put it in the hands of a debt recovery agent,i told virgin and debt collectors to take me to court [as they kept threatening to ] and I would counter claim,i have visited their shop in bromley on 3 occasions and spent hours on the phone to them to no avail,i say again don,t touch them with a barge pole
  • Reviewer
    Location
    Hitchin
    Reviewing
    Virgin Media
    Date
    Comments
    I have today after 20 years cancelled my contract. This is the worst customer service I have ever received. On top of paying for a service I wasn't receiving, not fixing the issue, blaming it on the fact they were having to provide the service to too many people, passing me to 10 different departments, they then had the audacity to ask me to send the box back or they would fine me!! Well done Virgin media you just lost another loyal customer!!
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    Broadband service is 100Mb, and in the day it's fine, but the evening is more like 4Mb. Raised this with Virgin Media, they sent an engineer and they replace the hub. Now get the issue in the day as well as the night and the broadband hub is reporting errors, but Virgin does not want to look into errors from their software, instead send me a deadlock letter (so error exist, virgin refuse to check the errors), i guess its easier for them to hope i leave them..
  • Reviewer
    Location
    Lincoln
    Reviewing
    Virgin Media
    Date
    Comments
    they are not able to fix their broadband after 4 months. still having issue. had to call them evrytime i dont want to pay for not working broadband... never had any issue with other providers. soooo bad and sooo expensive
  • Reviewer
    Location
    Netley
    Reviewing
    Virgin Media
    Date
    Comments
    Broadband has been rubbish for month recently getting worse. Speeds as low as 1 best 30. Phoned to complain calls take approx 1hr. Upgrade to system being undertaken apparently soon to be completed. Told not to worry as it should be better within days still holding my breath. Initial offer of compensation £5 increased to £58. I still consider service poor as speeds nowhere near 50 advertised.
  • Reviewer
    Location
    Glasgow
    Reviewing
    Virgin Media
    Date
    Comments
    Worst customer service I have ever received from any company. They denied I had cancelled my TV and continued to charge me. I even paid the cancellation fee. Every month my bill included the TV and every month I phoned. After 6 months I left paying everything except the TV. Now they have sent a debt company after me for the money I DIDN'T OWE. Stay away from them unreasonable unreliable and incompetent company.
  • Reviewer
    Location
    Paignton Devon
    Reviewing
    Virgin Media
    Date
    Comments
    Broadband speed shocking even though I paid extra for the 200 package, TV system slow and barely any channel's. And worst of all, the leaving charge, they don't cover where in moving to, but have the cheek to charge me £240 to cancel with them, daylight robbery. They are unable to provide me with the service in paying for, they should cancel free of charge, but won't cause they don't care about their custoners. Would strongly avoid these theives
  • Reviewer
    Location
    Crawley
    Reviewing
    Virgin Media
    Date
    Comments
    Absolutely appaling!If you want to be kept on the the phone for a week that is your deal,but do not accept any improvement as people who work for them use automated service and all the employess use lines provided by the company.I had no service in the past and recent incident made me cancel the no providing service anyway.a week without internet and ingineer booked with no apperance..when you contact them it is like talking to a wall!!!
  • Reviewer
    Location
    North Shields
    Reviewing
    Virgin Media
    Date
    Comments
    Slowish Speed but good overhaul backup and Virgin keep asking if Im happy with the service but I think I could do better...
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    I am disappointed to say I hate the virgin media broadband service. For 2 years I've had to change my router 4 times. The reason being that the wifi is awfully slow and undoubtable poor, sometimes the wifi will turn off unexpectedly and everyone at home is struggling to go on about their daily duties without it. I have bought a virgin media sim card, which was a huge mistake as I am force to pay huge amounts of hidden fees from the company, which I have NOT signed up to do. I signed up to a contract of unlimited time and I am definitely disappointed with the customer service and broadband reliability. We have called to cancel the contract by phone and has taken over half an hour to get a responds back. Therefore I WOULD RECOMMEND you to take ANY BROADBAND EXPECT THE VIRGIN MEDIA BROADBAND OR ANY OTHER OF THEIR SERVICES.
  • Reviewer
    Location
    Reading
    Reviewing
    Virgin Media
    Date
    Comments
    Absolutely the worst company ever, been waiting for installation since September and whenever I call to get an update they just read out a script. Stay away from them!!!
  • Reviewer
    Location
    East London
    Reviewing
    Virgin Media
    Date
    Comments
    Avoid at all costs. Everything has been awful from the moment we signed up. Firstly, we booked the date for them to come and set up, waited in all day, and nobody came. No reason was ever given, we were never informed, we had to call to rearrange, which of course meant waiting a couple of weeks until another opening.

    Now, 4 months into our contract, we regret every day the decision to go with Virgin. Firstly, the signal doesn't reach all the rooms, even of our very small flat, we have had to purchase 3 signal boosters for a 4 bedroom flat. Secondly, we pay for 152mbps, but you could count on one hand the number of times we have even approached this. The combination of poor wi-fi signal, and low speeds mean it's not unusual to get speeds below 5, or sometimes even 1, mbps in the bedrooms.

    Thirdly, it regularly stops working totally. It's extremely rare for a day to pass where it doesn't drop out, with drop outs lasting anywhere from 20 minutes to a couple of hours. We have to turn the router on and off again a couple of times, most days. We have had them come and replace our router for a new one, which has changed nothing.

    Fourthly, our experience with customer service has not been positive, with them showing little enthusiasm for trying to help us improve our experience.

    Fifth, they have just informed us the price is going £3/month, despite the fact we already vastly over pay for the quality of service.

    If you are considering Virgin, reconsider. When this contract is over, I will chose ANY other provider, even if it means paying the same for a 'slower' speed, as all Virgin's big promises about speed are empty.
  • Reviewer
    Location
    Yorkshire
    Reviewing
    Virgin Media
    Date
    Comments
    Utter rubbish. Can't watch Netflix without the picture rebooting then freezing on 25%, a common fault judging by other people's comments. Can't watch iPlayer without it freezing. Can't watch playback without picture freezing. £70 a month for dozens of rubbish channels full of adverts and can't watch Netflix/iPlayer/playback. Totally ruined my viewing of Glastonbury weekend.
    Contract getting cancelled when it's due renewal.
  • Reviewer
    Location
    Liverpool
    Reviewing
    Virgin Media
    Date
    Comments
    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
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    Tom Mockridge the Virgin Media CEO should be ashamed of himself. This company clearly has not invested enough in infrastructure to be able to substantiate its claims of super fast broadband and is in clear breach of advertising standards. The broadband took 6 weeks to install, simply awful connection, slow speeds and lots of downtime every day. To compound matters they then try to hit you for a cancellation fee, when they are clearly in breach of contract for not providing the service promised. Customer service awful - Mark Davidson, head of customer care, does not take calls or return emails, as they try to fast track you towards a debt collection agency. A shockingly bad experience.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    I have allegedly the fastest and most expensive package at 350mbps but am getting abysmal speeds between 4Mbps and 45Mbps on a regular basis with regular dropouts that require switching wifi on and off every time. Engineer came but tried to say that his speed reading was over 300Mbps and was only convinced when I showed him the real speed across multiple devices. I also showed him that the speed was the same whether wired or wireless. He changed the modem but problem was not sorted. He said he will report this as it seems to be an external network error and that it will be fixed the following day. He wanted me to sign that signals were up to spec. but I made him add that the speed is still slow. I waited for this to be sorted and was in touch back and forth with the engineer for a week but nothing was sorted and he stopped replying. Complained and was booked another engineer for a time slot which they changed on the day. The engineer didn't show up, so I called and they denied they changed the appointment. They rescheduled the visit. Still engineer didn't show up. I called them and they said there was a glitch in the system and although they confirmed a time slot with me, the engineer was given a different time slot. Overpriced. Bad service. and what used to be a good speed is no longer. Do not recommend at all.
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Comments
    There good at damaging people houses and when you go to make a complaint and claim there tell you we will have this look in to and pay for all the damaged to be fixed but tgat a lie as there never call you back there just lie and say the same everytime you call them just wait another week you will get a call when it comes to that week no call I do not trust them or go with them
  • Reviewer
    Location
    east sussex
    Reviewing
    Virgin Media
    Date
    Comments
    awful. customer services dont do anything. you have to call them up every day to give them the same information over and over again. nobody calls back and deadlines to fix the fault are always missed
  • Reviewer
    Location
    Dartford
    Reviewing
    Virgin Media
    Date
    Comments
    Absolutely disgusting service they have been ripping my mum off for years! They are terrible to get hold off. STAY AWAY FROM THEM. they do not care for customers. They say they will get back to you they are liars.
  • Reviewer
    Location
    south yorkshire
    Reviewing
    Virgin Media
    Date
    Comments
    signed up with virgin media 25/03/11 paid them £49.95 for v+HDbox,7 weeks later still no installation. they gave me a installation day of 09.04.11 and then cancelled very late the night before, saying that i needed a drop down cable to my property, and to do this they needed to lift a service pit in the road, and would have to get permission from the local council to do this!ever since then, when ive contacted their customer service desk to enquire about this, they have just passed me about from pillar to post, kept me on hold for ages, and in two situtions just cut me off, after i'd spent ages getting through to them in the first place! VERY rude i thought!im now at the point where they are going to have to sort this out very quick and offer me some sort of compensation to keep my custom! :(
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Comments
    Virgin media are absolutely terrible for gaming, high ping, high jitter and when trying to get hold of support you get put through to someone in Malaysia or India that goes through their "script" each time you call, effectively getting you nowhere and wasting your money on the call.

    On my second support call (which took an hour of ping and trace route testing) I was told there was a problem and it would get escalated to "the second tier" and would be called the following day to get the problem sorted.

    No call the following day and when I called them in the evening they started back at square one, trying to log into my router and change the MTU and not even acknowledging what had happened the previous day even though they had all the details sent to them in an email.

    On the third call I got through to the "technical manager" who simply went did the same thing that the very first person I called did, logged into my router and changed the MTU and upgraded the router firmware.

    Stay far away from Virgin if you want decent internet for gaming and any form of support, I have done a ton of research online on all the major UK ISPs and virgin wins by far in the complaints department.
  • Reviewer
    Location
    Essex
    Reviewing
    Virgin Media
    Date
    Comments
    By far the worse UK`s communications company. They boast about the so called turbo speeds they have to offer but really never deliver.Average speed is 10-20 on a good day and drops quite often or spikes in the evening.Worst customer service I`ve ever encountered who are there just to fob you off ....that is they understand your accent in New Delhi & hardly ever make notes on their system regarding your complaint so when you call again your back to square one.
    Bet you R Branson is using BT infinity
  • Reviewer
    Location
    Witney
    Reviewing
    Virgin Media
    Date
    Comments
    Terrible after sale service.
    Very difficult and time consuming to contact anyone when a problem occurs
    When or if you can eventually speak to someone it is suggested that you may be doing something wrong and if an engineer is needed to reslove the situation you will be charged a call out fee if not Virgin responsibility ?
    After many months of attempting to cancel my subscription both my family members and friends have now subscribed to a more impressive service elsewhere
  • Reviewer
    Location
    Cambridge
    Reviewing
    Virgin Media
    Date
    Comments
    i signed initally for a 18 months contract with virgin media on Feb 2014, which end on August 2015. On Feb 2015, i decided to move the house and the virgin customer service department, mentioned that they will move the virgin services to my new address and i have to stick with Virgin untill August 2015. When i tried to cancel the contract on August 2015, i was informed that they have signed a new contract untill Feb 2016, without my concern.
    i contacted the Virgin outbounds department on 06/08 and was informed that, i can end my contract with a 30 day notice, however when contacted later, they informed that i have to be with the virgin media untill Feb 2016. The customer service department is really misleading and untrained.
  • Reviewer
    Location
    North shields
    Reviewing
    Virgin Media
    Date
    Comments
    On 28th October I had appointment between 1&6 to install virgin media . This day was very hectic as we moved into property. By half 6 no engineers had arrived so phoned to be told that they were delayed and would ring me when on way . They never arrived ?????? . Following morning I rang again took 3 attempts to speak to someone and I was told they were delayed and I'd have to wait till November 19th for next available appointment . I am so annoyed and frustrated as a valued customer you would think a big company like this would have a subtle slots for the following day . This was there fault so why did they not have engineer out with in 24hrs following day ???? It's common courtesy to have a few appointments available to a customer under these circumstances . I am absolutely disgusted the way we have been treat and will b taking this further so is recommend to other customers to b very careful as we have been left with no phone internet or tv . Can't even give them 1 star for way we have been treat and we e no further on . Very very annoyed as every time I asked to speak to manager I got told nobody was available and the staff actually agreed with what I said saying about service
  • Reviewer
    Location
    Leeds
    Reviewing
    Virgin Media
    Date
    Comments
    I had virgin at my ex's and moved at the end of Jan to my new address. I arranged to have my contract continue here and was set up on 13 Feb. I referred my ex and we were each meant to get £50 off but this never happened, but that's the very least of my worries.

    I stupidly agreed to get a phone line as this would be cheaper than not. Please note that I never use a landline and do not have a handset. When I got my first bill (March) call costs came to £160-odd. I called virgin who sent out an engineer. The engineer confirmed that the calls did not come from my house (cross line). The phone bill was cancelled and I thought all was sorted.

    In April I got another huge phone bill. Called virgin and they said they's send an engineer out. Before the engineer came out, my credit limit was exceeded (due to £180 phone bill) so I was disconnected. When I called virgin to reconnect they refused and further said they would not send an engineer out until my service was running. I was forced to pay £51 (on top of the £27 which is the actual cost of my service). The customer relations person also said that she had called the number and I answered the 'phone!!!!!!!!!!!

    The engineer came on Saturday 14 May and confirmed that there was no way I could've made the calls, he's written something about D sides and E sides at the exchange on the slip of paper he gave me.

    I called virgin back for a refund of my £50 and was promised a call back within the hour. Still waiting.

    I've just checked my credit score and virgin's put a note that I'm £90-odd in arrears on there.

    My question is, how do I sort this out? Virgin won't communicate in writing, it's all via phone calls - I've been on the phone to virgin for at least 10 hours since February. I work full time and have two young children, having to talk to virgin during the working day or in the evening is a hassle I'd rather not have, especially as I keep getting passed from pillar to post, I've been called a liar (by the person who said I answered the phone I was disputing), my credit rating's being affected by their incompetence and they say I can't cancel my contract without being charged.
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Comments
    Absolutely terrible service. The Internet has been on and off all days for the last few months. I'm working remotely and have to work about 2 hours longer each day as my broadband connection is getting cut all the time. My managers at work are not happy. I missed a lot of important Zoom meetings. I will be ending the contract before the end date. I'm sure it states that the company is supposed to provide me with Internet which they're not doing.

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.