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
    3.1 stars

Based on 2411 customer ratings since 2021-09-29 (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.

4,290 Customer Reviews over 108 pages

  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    Robbing off extra money off my account without letting me know.

    I would not even give them a single star.

    If you care for the hard earned money then avoid this company. This is a huge corporate trying to rob off people. They took money out of my account without letting me know. When asked about the extra money they owe me their cutomer services seem to avoid me and put me on hold fo 45 minutes this happened 4 times on the same day. they cut off my call as well after putting me on hold, the worse thing is they never call you back on the same number when they cut the call off that meant I had to explain the full history of my issue to the new agent on call and that clearly means they were trying to avoid me.

    I had immediately requested to end my contract and filed a complained, again have never heard back and the irony is they have never been apologetic or have not even returned the extra amount they have withdrawn from my account. Now I have contacted my bank to block any direct debits and they have kindly refunded my money.

    Normally I am a very calm person but they drove me to my breaking point and frustration.

    Take my sincere advice stay away from this company, they have the worst every customer service. The idea of high speed fibre may appeal to alot of customers and it did to me as well I would rather have a low speed but reliable connection where only the right amount is withdrawn from my account who I can trust!

    Virgin Media is simply not trustable!
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Comments
    Would just like ti inform people beware as we looked into having virgin and may I add looked into but before you know it they have set up an account and direct debit and a man will be knocking on your door to lay cables all before we had even said yes and our old supplier contacted us to say they was disconnecting us
  • Reviewer
    Location
    Oldbury Birmingham
    Reviewing
    Virgin Media
    Date
    Comments
    very very bad company , i have 200 MBPS , and its giving me 0.62 MBPS on speed test, its been like that for 3 F***** weeks , and what ..
    when u call for service they'll tell you that we know the issue , so try to fix it you stupid dinguses , very disappointed and looking forward to change service
  • Reviewer
    Location
    halifax
    Reviewing
    Virgin Media
    Date
    Comments
    avoid this cowboy company!!!!!! I received a flyer offering 6 months half price TV I am on the basic TiVo package which is rubbish, Sky are much better, when I joined I spoke to someone who couldn't speak hardly any English and lots of background notice so feel I was miss sold their package, I just got a £180 bill lol thought the basic TiVo package was meant to be cheap! I ordered this for fox and Sky Atlantic and was told I could get both! I get fox, anyway to cut a long complaint short, don't bother with them the controls are rubbish rubbish channels etc way way over priced better using free view.
  • Reviewer
    Location
    KETTERING
    Reviewing
    Virgin Media
    Date
    Comments
    Diabolical first cable laying - improved within 48 hrs of re-booking.

    This subsequent install was fine, the test showed 55MB, which has held for a week so far,,,,,,,,,,HOWEVER...IT IS OF LITLE USE AS EVEN 1080 YOUTUBE BUFFERS EVERY 5 SECS!!! - 4K? - YOU CANNOT BE SERIOUS!! - I ordered and agreed to pay their loony rates to leave slow web behind (6MB is all I can get at the farm cos of long twisted pair) - the reality is, I doubt the 50MB is better than 20% better than the 6MB on Youtube...

    Netflix advise 25MB for 4K............Just what is occurring?!
  • Reviewer
    Location
    TWICHENHAM
    Reviewing
    Virgin Media
    Date
    Comments
    The worst experiance i have ever had with customers service. i have booked for virgine media broadband installation to be carried out on the 23/08/2016. After two months waiting they failed to deliver the service and no one informed me about the cancellation until i called custimers service and i found they have booked me on the 5th of october 2016.
    i had enough from then and i cancelled the agreement. i joined John Lewis co which is a respectfull company and i recomend it to anyone.
  • Reviewer
    Location
    England
    Reviewing
    Virgin Media
    Date
    Comments
    WiFi provider which is unable to do the following things: provide WiFi.
  • Reviewer
    Location
    Coventry
    Reviewing
    Virgin Media
    Date
    Comments
    VM is the worse ever company absolutly NO words to describe them no customer service no service no broadband does not work 90% of the time tv chennels rubbish and above all unhuman policies I am wondering is there no one to ask them what they are doing like the watchdogs
  • Reviewer
    Location
    Northern ireland
    Reviewing
    Virgin Media
    Date
    Comments
    Absolute worst experience with Virgin. I am counting down the days until our contract ends. Broadband is awful and the customer service is even worse. Cannot come to a conclusion without being put through to 3 or 4 separate people who have no idea who to help.
    AWFUL. AVOID!!
  • Reviewer
    Location
    Penkridge
    Reviewing
    Virgin Media
    Date
    Comments
    I am utterly disgusted with Virgin Media and their staff and attitude to customers leaving the service. Having recently moved home, it was necessary for me to cancel my contract with Virgin. This after being a loyal continuous customer for over 15 years. Unfortunately I have moved to a new build property and Virgin cannot provide a service at my new address as they have no cables here. They have however sent me a bill expecting me to pay £75.00 termination fee for cancelling the remaining 3 months of the said contract. When I called them today to dispute this, I was met with rude stsff who kept me waiting over 10 minutes to speak to a manager. When said manager came on the line she was equally rude and continuously talked over me when I challenged her statement which was and I quote "You are required to stay in the same property for the full duration of your contract. She could not justify this statement when I challenged that had I been moving to a property where they could provide a service that statement would not apply. In my view it is Virgin that are in breach of this contract because they are unable to provide a service. I have asked that they waive these charges but they have refused. The so called manager had no people skills, had certainly not had any training in conflict resolution and was down right rude. The call was apparently recorded and I would suggest that any senior management reading this should listen to it. I am quite happy for this to go to court where I would like Virgin to explain how I am responsible and to justify being told that you can't move house as long as you have a contract with them. I was disappointed that I couldn't take my Virgin package with me, but after this experience I doubt I will ever use Virgin for anything again. Very poor treatment of loyal customers.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    useless company
    made me loss 300 quids already
    rubbish customer service, don't give any help and wasting time
    lowest speed ever used in my uk life
    charge me additional money for overuse "unlimited data". which is download a pc game(2.8 GB)
  • Reviewer
    Location
    Uk
    Reviewing
    Virgin Media
    Date
    Comments
    Wish I had stayed with BT
    Promise everything and deliver a poor product with even worse customer (no) service !!!
    Wi-Fi box changed 4 times speed good but drops out randomly but very regularly, customer service contacted me after I opened a complaint and then don’t call you back. They offer pods to help but want to charge you more for them then agree to give you them free and charge you for them anyway.
    Don’t trust anything they say in their brilliant marketing trap as the product it’s even worth 1STAR

    So wish I had stayed with BT
  • Reviewer
    Location
    Carnoustie
    Reviewing
    Virgin Media
    Date
    Comments
    Cancelled Virgin Media yesterday to go to another provider. Today my internet connection is lost. Is this a co-incedance? I think not. Paid them for another month, so should be providing service. Loads of issues in past, e.g. replacement router that was inferior. Stay well away from them. They are not as good as all their advertising blurb promise.
  • Reviewer
    Location
    Sydenham
    Reviewing
    Virgin Media
    Date
    Comments
    Everyday we need to ring up as we lose our tv or internet. Paid for a phone line for 7 months that was never installed rang up everyday about it. They a robbing *****
  • Reviewer
    Location
    Salford
    Reviewing
    Virgin Media
    Date
    Comments
    Less than impressed! Paying for 200 download and getting 5!!!! Time for a switch me thinks!!@
  • Reviewer
    Location
    LONDON
    Reviewing
    Virgin Media
    Date
    Comments
    The worst ever broadband you want to take i had sky for three years and was working fine when i started getting offers from virgian media fiber broadband and i changed it to virgin thinking it would be good but trust if you want headeach and build your anger then get virgin media i would not take virgin media for free and customer service is even worse it goes to another country and dont know what they are talking .
  • Reviewer
    Location
    Northamptonshire
    Reviewing
    Virgin Media
    Date
    Comments
    I've been a customer of virgin for many years, I was told my broadband speed was 100mps and was paying accordingly, in reality it was less than 10mps and they either didn't want to do anything about it or didn't know what to do, not only that, it kept dropping out and I was without broadband 3 times last year with it taking their engineer on average 3 days to attend! I was also fed up with having to ring them to challenge their annual 12 - 15% price increases until last year when they tried to impose price rises 5 times, that's when I dumped them and went back to Sky, within a week, they offered me £480 off annual charges if I went back to them, too late Virgin, you had your chance and you blew it because of your poor service and greed!!
  • Reviewer
    Location
    Streatham
    Reviewing
    Virgin Media
    Date
    Comments
    After cancelling the installation more than 4 times and leaving us with no internet for 6 weeks during the lockdown, I can say that I am simply appalled, not just at their lack of bother towards their potential customer but also at the endless list of excuses they were ready with when we called them. Had they spent the same amount of effort generating actual results rather than excuses, we would have been happy customers. The most interesting part is that they refused to allow us to cancel out contract with their customer service team offering us endless incentives as an alternative option.

    At first we were understanding, knowing that Covid-19 has caused delays in the running of many companies but after no internet for 6 entire weeks, I can guarantee that this was less due to Covid-19, more due to the absolutely shambolic, unorganised and unprofessional nature of the company itself.

    We did not want the £5 per day or the reduction of the monthly payment. We didn’t want excuses either. We simply wanted WiFi! And that was something Virgin had claimed to provide however had the audacity to cancel the day before the installation.

    After having to go through the nightmare of doing my online law exams using my mobile data, I can guarantee that I will NEVER go for Virgin again and advise you not to either.
  • Reviewer
    Location
    Leeds
    Reviewing
    Virgin Media
    Date
    Comments
    Having paid for 100mb speeds, we are currently only receiving everything from 0.49mb to 2mb. Loading simple web pages is a nightmare and netflix isn't an option. Having spoken to customer service they offered a dismal discount and said the problem would be fixed. 2 months later the problem persists and the date for the fix in our area (everyone in our area seems to be affected) keeps getting pushed back. Do not get virgin media if you live in Hyde Park, Leeds.
  • Reviewer
    Location
    Ealing
    Reviewing
    Virgin Media
    Date
    Comments
    Pathetic! quite frankly they are the worst provider of broadband I have ever had the misfortune of experiencing. Not only relating to the broadband service but also their customer service! DO NOT USE THIS COMPANY!!!
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    Absolute garbage. WiFi is intermittent at the best of times, you do NOT receive the advertised download/upload speeds and then have to deal with poor custmomer service on top of it all. Please avoid.
  • Reviewer
    Location
    Uxbridge
    Reviewing
    Virgin Media
    Date
    Comments
    The bad company witch I see in Uk. They lie me say I have plug in my house from their company, and propose internet. Ok . 1,5 month I wait their installation. So they was first
    Time at me after 2 weeks after our appointment, and say ohhh you need cable, you don’t have cable . Ok .in that time I booked again another appointment for install cable , after other 2 weeks they come and say again “ you need cable , we didn’t know about cable “ ok . Again book other appointment after other 2 weeks, and in that day when we have appointment we call at they to ask if come or not, they say “ you don’t have appointment for today “ . So I lose 1 month and 2 weeks. Do not choose this company never
  • Reviewer
    Location
    Peterborough
    Reviewing
    Virgin Media
    Date
    Comments
    Absolutely fuming with this company right now! So though it would be nice to get set up for xmas etc and installation app booked for 10th dec, then get a call to see they can bring my app forward.. which was great. Then an engineer turns up today and says he cant install coz its a 2 man job and it needs cables and a box installed outside now they cant fit me in till end of jan??? So ring them to say this is unacceptable and they managed to bring the app forward for 31st dec.. explained ive left my old provider and have no tv, phone or internet. Just what I need with xmas xoming up!! Expecting a callback from a manager, but I wont hold my breath. If this isnt resolved to my satisfaction I will cancel and go elsewhere. A warning to others
  • Reviewer
    Location
    West Wickham
    Reviewing
    Virgin Media
    Date
    Comments
    Absolutely awful, ever since I have started using virgin I have received a shocking 2mbs at the most even though I am giving money for 50mbs which will apparently become 70mbs.This is getting so bad to the point where I am having 72kb at the time of writing this. The virgin help line is also awful because I'll either receive the generic "turn it off and on again" response or a temporary fix that lasts an hour. I am also receiving a packetloss of about 5% making it challenging to complete my work online. Finally, after contacting virgin through the help line they said they are under maintenance until April which is shocking coming from a company that has a space program.
  • Reviewer
    Location
    Neath
    Reviewing
    Virgin Media
    Date
    Comments
    If you're thinking of going to virgin for anything, please don't make the mistake that I did.

    They are the worst ever company that I have ever dealt with. I decided to change to them as their package sounded good, but have never had my original telephone number allocated to me.

    I have made over 20 phone calls in the past few weeks in an attempt to solve this, but I have different answers all the time. I have spoken to managers on three occasions only for them to put the phone down on me... its so frustrating.

    I have had this number for over 22 years and my husband relies on this for his business. He has lost customers now as they can't get through.

    I changed over on the provision that they keep my number.

    I spoke to customer services on several occasions, and at one point I thought I was getting somewhere. They arrange for an engineer to call to sort it out. Low and behold, he came and installed a new line, a new number, can you believe it. This number is no good to us at all.

    So, if you're thinking of changing over to virgin, don't bother, they are the worst ever. I have sent an email to xray, and in the process of speaking to the ombudsman to try and solve this.

    I am absolutely disgusted at their customer services and the the atrocious way I have been treated.
  • Reviewer
    Location
    Leicester
    Reviewing
    Virgin Media
    Date
    Comments
    Dire service just spent 40 minutes waiting for a reply. I know I need a new remote - changed batteries and still no light showing - can't there just be a simple checkbox on line for things that really don't need a phone call? Missed to programme tonight because other half has meeting in main room and can't use second box.
    And charges astronomic after 'bait' prices end - far more than we were told they'd be. Def time to look at alternatives.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    Getting virgin media was the worst decision I made. I have been using the service more than 5 years despite the numerous period where internet was not even provided (I work often from home so let you imagine the hassle of not having broadband for two weeks...getting connected through my phone). Although I got my money back for a service not provided they were still happy to charge me the numerous 20mns + passed over unhelpful staff unable to put the service back on or even send an engineer (they automatically cancel engineer appointment if an issue has been sorted in the area, of course that was not the case for me so had to call again and wait for another week to get an engineer...). These stuffs can drive you to an asylum. That said because of my laziness to take action after 3 years in a flat I am cancelling my contract and moving to an unserviced area by virgin, just to discoverthat i have to pay 106 pound for early disconnection charges (quite funny when you have been with a provider for 5 years) because i stop
    a contract which apparently I agreed orally 9 months ago as my bill unexpectly moved up by 30 pound a month...and i move to a place they cannot service...
    This is just nuts
    Obviously you cannot find your contract or even its end date online...even with paper free billing

    To me this is just an organised rip off.
  • Reviewer
    Location
    Stanmore
    Reviewing
    Virgin Media
    Date
    Comments
    We recently received a marketing call from Virgin Telesales team 10, a lady by the name Abi. As we are not with Cirgin on the broadband package ( we are with sky) she offered us the fibre 100 package ( telephone and broadband only) at £29 per month. The deal was good as am currently paying £38 with sky. I did inform her that we had previously tried to join virgin for broadband but were informed that no space is available in our area. She confirmed that space was now available. I informed her that as I was with sky, before I join virgin, I needed to find out when my contracts end with sky and what the cancellation charges are, so as to avoid unnecessary double charges. We agreed that I would call her the next day after speaking with sky. I did speak with sky and they told me the cancellation charges were £44, which was acceptable to me, hence informed sky to cancel my contract. I immediately called Abi, who stated taking my details down I order to join Virgin. Half way down the call, the phone got disconnected, since then I have been trying to contact abi with no luck. I then tried calling virgin through their helpline, spoke to another sales consultant who informed me that I could not join Virgin as no space was available in my area. This was a shock to me since Abi had promised me space was available, and based on that I cancelled my existing contract with Sky. This is tiattalynnot acceptable of virgin, luring new client to sign up for a deal, making them cancel their existing contract with other providers, only to inform them later on that they cannot provide the service due to unavailable space. I will never join Virgin ever again due to poor business ethics.
  • Reviewer
    Location
    Doncaster
    Reviewing
    Virgin Media
    Date
    Comments
    Poor customer service. Totally unreliable. Sky gives a service you can rely on with excellent communication. Feel totally let down by a virgin media team team who appear to fail to communicate between themselves and the customer. The customer is not a priority to them sadly. Mr Branson training in customer service skills needs a review please.
  • Reviewer
    Location
    Croydon
    Reviewing
    Virgin Media
    Date
    Comments
    I don't even know where to start with this company. I just wished Telewest never sold their business to these Virgin scammers. I've been a customer with Virgin scammers for around 10 years, sometimes the misses with be paying for it and when we moved other address, I would be the one paying for it.

    Then my house burned down including their modem and they charged me £50 for it. Their customer service which is from India refused to waived it, showed no compassion whatsoever while dealing with me. I've tried numerous phone calls to try get that £50 back because let's face it, I've just been in a fire but they wouldn't help. What amazed me the most was that every single customer service agent that i dealt with behaved the same way and it felt like talking to wall. On the other side, I couldn't attend my physiotherapy sessions and had all charges waived due to the circumstances. From that day, I decided I would never affiliate myself to any business that has the name of Virgin and decided to move on until I got an email this morning that my details have been compromised when i specifically told them to delete everything about me. A report will be made after this to Information Commissioner’s Office (ICO) because I'm not happy that a cheap, unethical company like Virgin is still holding information about me, its been 1 year VIRGIN. Was it really a breach or have you been selling our information to make some extra money to fund your space programme scam? To be honest, expect the unexpected when it comes to unethical cheap companies like Virgin.

    All the money you give to them through Virgin goes to their stupid space programme anyway, it doesn't go into any innovations.They planned taking humans in 2008 and we're 2020. We are all getting scammed. They call Elon musk a scammer but i believe Richard Branson is the scammer of the century. At least Elon Musk shows progress. Wake up guys and hit them when it hurts the most.

    Do you want to deal with a company that is Cheap and unethical like Virgin? If yes, then go ahead and throw money at them. You been warned !!!!
  • Reviewer
    Location
    fgiop[
    Reviewing
    Virgin Media
    Date
    Comments
    The wifi is a scam because I can not get good wifi from 10 cm away !!!!!!!!!1 person can not go on it without losing connection.also the pants security code made mine broken into 14 times.you wast you time and money on this don't get it and go to BT just cause they atleast give you conection from 10 cm away haha!!!!!!!!!!!!!!!!!!!!!!!!!!!
  • Reviewer
    Location
    Wrose, Bradford
    Reviewing
    Virgin Media
    Date
    Comments
    Unreliable service, up and down like a Yo-yo both on the broadband and TiVo services. Poor customer service whenever we contact them which is around 50+ times per month due to issues, and we get palmed off with half baked excuses and promises that it will be fixed by x time. We're switching to any other provider as Virgin media like most of the Virgin enterprises are appalling and not worth the hassel
    Avoid at all costs if you want a decent reliable service.
  • Reviewer
    Location
    Bournemouth
    Reviewing
    Virgin Media
    Date
    Comments
    The worst broadband provider I have ever had , so many problems , spending lots of hours on the phone to sort out problems which in the end they are still not sort out.
    They taking money from your account with out information you.
    If you ever have to change the broadband DONT go with virgin media. They are USELESS.
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Comments
    My mother went into hospital on Dec 12th last year, she has since been admitted to a care home & has not been at her address. She had TV & Telephone through Virgin Media, I got in touch with them to let them know she was not there & asked them to cancel her contract, as she will not be returning home. They said they couldn't cancel as she hadn't paid her bills, I would have to wait until there had been 3 months' unpaid bills before they cut her off!
    I explained the full situation again & got the same answer a 2nd time. I then asked them why she was paying so much, £57.55 a month for a TV & phone package, they said she had requested a station not her basic package, they had upgraded her & it was up to her to cancel, as she hadn't she was still on the most expensive package they do. My mother has Dementia & her memory is almost completely gone, this you can tell when you speak to her. They have quite obviously taken advantage of a vulnerable adult in order to make some extra money from her
    I explained that I was in the process of getting deputyship for her affairs & that I would pay the bill as soon as I had access to her bank account. They said that a debt collection agency was now involved & that they could not call them off, as it was against company policy. I made every aspect of the case clear to Virgin media on 3 occasions over the phone between the beginning of February and the end of March, but threatening letters keep coming from a debt collection agency BPO Collections
    I live 200 miles away so I don't get to visit that regularly, she has some friends who pick up her post & visit her on a more regular basis that I do. I have asked them not to take any threatening letters from Virgin or from BPO to the care home as these would upset her, she is already in a heightened state due to the physical upheaval of going back and forward to hospital & from the deterioration of her memory. Virgin media have refused to call off BPO, have refused to stop sending final demands & have been rude & unhelpful.
  • Reviewer
    Location
    Enfield, London
    Reviewing
    Virgin Media
    Date
    Comments
    I never thought I'd be writing a review on the Internet but the internet is absolutely terrible. It cuts of daily!! I basically pay £40 for nothing. There's times where I've waiting 3 weeks for a technician to come over. The Internet is very slow and over priced. DO NOT JOIN VIRGIN
  • Reviewer
    Location
    Essex
    Reviewing
    Virgin Media
    Date
    Comments
    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
  • Reviewer
    Location
    Carshalton
    Reviewing
    Virgin Media
    Date
    Comments
    Super slow speed and incompetent customer service.just cancelled my broad band with virgin due to 1 mb at peak when on a 50 mb contract.they have misled me all along.this is a very specific example of how they deal with a complaint.on monday 25 MNS waiting to be contacted to India,explained phone line not working,agent gives me Tuesday afternoon appointment,i say would prefer Wednesday morning,he agrees.received an automatic text on Tuesday afternoon that their engineer is on its way!!!!!Text only accept yes or no.text no.1 hour later engineer calls that he is waiting at the door!!!!! This best explains virgin customer service.you have been warned stay away.ofcom is aware now and hopefully something will be done to rectify their very ineffective set up.i also emptied my 2 saving accounts with them.i will also spend 2 hours a week sharing my experience with others.again stay away from Virgin.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    The only problem is the internet, its constantly going on and off at LEAST six times a day. Seriously needs to be sorted out. Everything else is great
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    Appalling! Our broadband has never been fast or reliable however over the past few months it has been particularly troublesome and often doesn't work for hours or even days at a time.

    Virgin continue to take our money for an abysmal service and refuse to refund for loss of the internet we have paid for. Customer service has sometimes even been rude, with the agent acting as if it were a favour to send out an engineer. He made me promise several times that I would be in, only to fail to set up the appointment.

    Several engineer visits later and with many calls to Virgin - STILL RUBBISH INTERNET in return for the money we pay every month.
  • Reviewer
    Location
    Basildon
    Reviewing
    Virgin Media
    Date
    Comments
    Virgin media is a very absolutely useless provider. The customer service is useless. No one knows what they are doing kept passing me from piler to post. Waited for router to be delivered via yodel for 3 days and still waiting. No one is taking responsibility. PLEASE before u consider virgin media shop around first.

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.