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 2954 customer ratings since 2021-07-02 (Show all time ratings)

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Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

4,200 Customer Reviews over 105 pages

  • Reviewer
    Location
    Ickenham
    Reviewing
    Virgin Media
    Date
    Comments
    Got a call from Virgin Media Out bound team. Offered a deal to stay with Virgin Media. Double checked both sides had same understanding of deal, and then agreed to deal. Advised that contact would be sent via email. No contract received, I had to make follow-up call only to be informed that there was no deal offered by Virgin Media and then asked about telephone call recording, this was not there either. How convenient. Result. Virgin Media - absolutely disgusting service and liars and time wasters.
  • Reviewer
    Location
    Medway
    Reviewing
    Virgin Media
    Date
    Comments
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    I have had to call virgin media upteen times over the past few weeks to change an address. They have continued to use an incorrect address sending all my mail there and services such as hubs and technicians. Every time I have been on the line holding for over 1.5 hours quite often 2 hours - this is no exageration. I have been holding for approximately 12 - 15 hours in total and the problem of changing the address is still not solved. Again no exaggeration. Every time Im told the address has been changed - until a technician doesnt turn up or something similar. Its a complete and utter joke. The teams dont liaise with each other and send you around in circles and if they dont want to liaise with you they just hang up. They promise to call back but dont. And the same basic thing has to be explained again and again....holding as I write this so far 49minutes - I have spoken to 2 people 1 from cancellations and one from removals all I want is an email I was promised 3 days ago to give me my new account details. (ps I am meant to be at work!). If you dont use virgin media already - use a smaller company that might be able to offer better customer care.
  • Reviewer
    Location
    Medway
    Reviewing
    Virgin Media
    Date
    Comments
    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
  • Reviewer
    Location
    Leicester
    Reviewing
    Virgin Media
    Date
    Comments
    I cannot even give Virgin a 1 star rating! So to begin - Virgin installed cables throughout the entire village - rep calls round and explains the 200mps broadband speeds I can achieve and the costs - all sounds good so I sign up - Tuesday Virgin installed - Thursday ring up to find out why we still haven't got internet access and problem sorted - Saturday kids complaining that PS4 games were rubbish and lagging and upstairs no Wi-Fi on laptop. So ring Virgin who explain all the devices need to sign in to 5g not 2g. So away we all go to resign in. Only 1 mobile could sign in and get 150mps speeds, Xbox could find 5g but Wi-Fi signal couldn't travel upstairs so couldn't sign in. PS4 does not support 5g!!! Nobody mentioned this to us during the sales pitch and advice from the engineer. So after further conversations about boosters and wiring all the devices up we decided to return to our trusted BT service which gave us better speeds and worked all devices throughout the house. So,be warned, if you want the speeds promised them make sure you have the right mobile phone, gaming consoles and don't mind wiring running through your house!
  • Reviewer
    Location
    Folkestone
    Reviewing
    Virgin Media
    Date
    Comments
    One of the worse service. No good costumer service, higher than market price,

    There are so many better service than virgin media I don't recommend this service
  • Reviewer
    Location
    Hertfordshire
    Reviewing
    Virgin Media
    Date
    Comments
    Awful broadband and even worse customer service!!
    The broadband is constantly not working, I’ve phoned up so many times to sort it out , when I’ve asked for a refund for a service that I’m paying for but not receiving they are so rude and do not want to offer any good will gesture.
    Shocked at the way they deal with paying customer and how we get treated, and they get away with it. I haven’t got one apology from them .
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    Virgin Media Breach of Contract

    We signed up to Virgin Media's "Big Bang" package, which includes broadband, TV service and telephone.

    Engineers came Saturday 30th April to set it up, but only installed broadband and TV service.

    They were about to leave, and we asked about the telephone service, and were told they had nothing in their paperwork about installing a telephone service.

    After many calls to Virgin, taking nearly two hours, we were told we could not have a telephone from Virgin because there was "no capacity."
    We discovered that Virgin media knew two days prior to the engineers visit they would be unable to install a telephone service, but:

    a) They did not contact us to inform us of the situation.

    b) The engineers visited and set up only two thirds of the agreement, despite Virgin media being aware the third part of the contract could not be met.

    We asked about a reduction in price because we were only getting part of the service, and were told we would have to pay roughly the same because the "Big Bang" package was a special offer.

    We still need a telephone, so it would mean paying Virgin roughly the same price for only two-thirds of the agreed service package (contract signed), plus we would have to pay another provider for a telephone line.

    We told Virgin they had broken their contract and we no longer wanted their service, and they promptly agreed and cut us off within the minute.

    So, Virgin engineers have entered our home fraudulently, drilled a hole through our wall, screwed a connector box in our living room, and fixed cable to our wall - for a "package" they cannot supply.

    We are now without broadband and phone, as it was too late to stop the cancellation of service with our previous provider (BT).

    We are now going through the (purposely) slow complaints procedure.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    Virgin media is very unreliable. I can’t remember the last time we didn’t have problems. I’m currently trying to do work but haven’t been able to do any as my internet isn’t working!!
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Comments
    Biggest scammers. All they do is lie to steal your money. Zero customer service. No reliability.
  • Reviewer
    Location
    Belfast
    Reviewing
    Virgin Media
    Date
    Comments
    Like all others I got the promise of 200 speed and truth is I will be lucky getting 40. I can’t get catch up or on demand I now am having to buy booster for the WiFi. All this and almost £130 per month for the worst service money can buy.
    HELP
  • Reviewer
    Location
    Exeter
    Reviewing
    Virgin Media
    Date
    Comments
    Virgin Media are incompetent.
    I have made 10+ complaints abd the idiots still email me Dear Mr Ben Roberts..... THAT'S NOT ME YOU BLOIDY IDIOTS.
    0/10. RIDICULOUS.
  • Reviewer
    Location
    Shrikumar
    Reviewing
    Virgin Media
    Date
    Comments
    Virgin Media

    You have been taking money off my bank acct ( you arranged for the transfer from another acct holder who left the country) I was on a 38£ per month subscription and without my knowledge you were taking out 92£ a month for more than 6 months .
    You mentioned data protection policy and assured me that letters were sent to me to change password which never arrived.After MANY phone calls I had to cancel your services which was the only way left .
    I'm asking for reimbursement of the money that was taken out of my acct without my permission and also compensation for making me go through such hassle to no avail .
    I have also written a complaint weeks ago .

    Still waiting for your response
  • Reviewer
    Location
    Lincoln
    Reviewing
    Virgin Media
    Date
    Comments
    I cannot rate these because I am so upset with Virgin they should be ashamed of themselves. They have called my a liar and said I have upgraded to receive sports and increased my monthly bill by £55.00 which has caused my to be charged in my bank. I have not upgraded I don't even like sports! I called them and they will not refund me. This is theft the guy at the call center the manager wouldn't help me and said I had to write in to complain. They make complaining as difficult as possible, which is really bad customer service, they should want to know if they have upset their customers. I am going to get my money back £110.00 they have taken from my bank account it is day light robbery! Richard Branston should be ashamed for stealing off poor people! I am leaving Virgin and will set up with another service provider. I will never use another virgin product as long as i live. i feel so angry and upset by this.
  • Reviewer
    Location
    cambridge
    Reviewing
    Virgin Media
    Date
    Comments
    cost just gone up by 2pounds without notification,so now pay twenty nine pounds for only broadband connection and the only reason we use this is somy husband can read his local estonian newspapers and nothing more.Has anyone any idea for a cheaper alternative .
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    I was a virgin customer for 5 years, I couldn't believe it when they charged me £180.00 cancellation fee as the only reason I had to cancel the contract was because they were unable to supply my new flat in north London. As the new flat is only 1 mile from my old flat it didn't even cross my mind they would be unable to supply it. Absolutely awful company avoid at all costs.
  • Reviewer
    Location
    walsall
    Reviewing
    Virgin Media
    Date
    Comments
    Frustrated and angry that no one in virgin cares.they take your money after hard advertising, tie you into 18 month long contracts and dont deliver. Customer service is non existent because the poor lowly ipaid muppets on the end of the phoneline are not interested in what you have to say and the may never speak to you again. I have only been with virgin media since 6th september and to date have had no telephone service. Had tv and broadband working for a couple of weeks but tv kept buffering. Now have no services whatsoever from virgin. My package is big kahuna with movies sports and HD including phone. I have none of these services operational at this moment in time but still psying for them. virgin still want to take money from me. Rubbish, rubbish, rubbish. Dont even think about going near virgin because all these reviewsant be wrong. Im now waiting for an engineer to fix the problem but no assurances when. Its a joke but no one especially me finds it funny. If I went to the shop and bought something and it became faulty, I would take it back and get my money back. If you tell virgin you're cancelling direct debit, they say that they will come after you and ruin your credit rating. Isnt virgin wonderful?
  • Reviewer
    Location
    Glasgow
    Reviewing
    Virgin Media
    Date
    Comments
    Disconnects every 10 minutes. Cut off for hours last night for no reason. Virgin media have been contacted 3 times and still have not fixed the problem.
  • Reviewer
    Location
    Wandsworth
    Reviewing
    Virgin Media
    Date
    Comments
    I have been with Virgin on 70MB for 18 months now. For most of 2016, Virgin was 'upgrading' the local network resulting in frequent service disruption and speeds as low as 1MB. Despite the network upgrade, reliability is appalling with frequent disruption resulting in engineers apparently working on fixes for days. Now I have taken the 'full house' TV service. Firstly, no one should accept the TIVO box - its painfully slow, noisy with illogical menu structure and 1980s style video game graphics. Finally, if equipment orders are mis-delivered, Virgin refuse to accept responsibility and refer to Yodel, the delivery co.for resolution (who cannot replace the equipment, merely search in vain for days).
    CONCLUSION: SAVE YOURSELF ENDLESS FRUSTRATION AND USE ANOTHER PROVIDER.
  • Reviewer
    Location
    Peterborough
    Reviewing
    Virgin Media
    Date
    Comments
    I haven't had Internet for 3 days now.. I pay an outrageous amount of £70 a month just for Internet and my house phone.. I have now missed 3 days of work.. I am cancelling my contract and I want to be paid for 3 work days.. this is completely unacceptable
  • Reviewer
    Location
    Belfast
    Reviewing
    Virgin Media
    Date
    Comments
    Avoid avoid avoid avoid total rip off

    Avoid avoid avoid

    Please please avoid avoid

    Problem since day 1

    Rally rubbish CS moving back to sky which are 100% better
  • Reviewer
    Location
    Burnley
    Reviewing
    Virgin Media
    Date
    Comments
    Rubbish company,cancel contract after years.The speed up o 100mb getting 5mb if you lucky.
  • Reviewer
    Location
    south shields
    Reviewing
    Virgin Media
    Date
    Comments
    have nothing but trouble with this provider paying for one hundred megs but barely gets to 30 constant problems which they are always unable to fix going to get this taken out very soon
  • Reviewer
    Location
    Middlesex
    Reviewing
    Virgin Media
    Date
    Comments
    Very bad service..not reliable..even after telling them to cancel the connection,the staff say okay we will and after some days they say you have an outstanding balance to pay,if you do not pay we will report bad credit on your account...the other broadband services are far better then virgin media..very disappointed with their service..will never recommend anyone.
  • Reviewer
    Location
    Middlesbrough
    Reviewing
    Virgin Media
    Date
    Comments
    Absolute joke of a company on one of the fastest internet services that they provide yet it take absolutely ages to load the internet up. Also if you play games expect to lag or lag out of every game you play ******* joke of a company then when you phone them about it they put on a guy you cant understand or claim that the problem must be something else rather than admitting there internet is just **** in general. All honesty get sky or bt over them at least there reliable.
  • Reviewer
    Location
    Bedford
    Reviewing
    Virgin Media
    Date
    Comments
    BE careful what you agree with virgin. I'm elderly and moving to sheltered housing so cancelling my telephone line and broadband. VIRGIN are charging me £64.20 disconnection charge,after I have paying them from when they first commenced trading. SO DISAPPOINTED ITS NOT THE COMPANY IT ONCE WAS.
  • Reviewer
    Location
    NORTHOLT
    Reviewing
    Virgin Media
    Date
    Comments
    Worst customer service ever. Problems with my parents phone line and broadband. They are in their 90s and have a careline alarm which is attached to the phone line. Constantly experiencing lost connection which means alarm doesn't work. They say they have not identified any problems on phonelune or network. Been pushed from pillar to post. Booked an engineer but was then told no engineer booked. Couldn't speak to anyone in authority only offered a call back. Not good enough with vulnerable people. Moving parents to another supplier. Fast speeds only any good if it works.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Comments
    I have never written a review before so I am sorry I have taken this long.

    I was with Virgin Broadband and TV for over 10 years up to 2016, the last 6 years I had only landline and broadband with them. They went from providing a good customer service (during the blue yonder period) to a poor service of deliberate lies and excuses.

    I think more problems occurred when the company changed hands:

    Hiking up my bills within 4 months for 3 years when I had been promised and agreed a certain fixed price.

    Not being able to access my email despite typing the correct password. Sometimes waiting 5 mins to get into my email.

    Being passed from one department to the other.

    My bills were always paid on-time by Direct Debit. I didn't mind there being a problem just as long as it wasn't frequent and that any problem would be solved quickly (and I mean immediately or within two days).

    I left Virgin because of the fluctuating prices and their dishonesty. Yet when I gave them notice that I was leaving, I had a numerous calls from a separate operation centre related to Virgin. They were rude with either a sarcastic tone, bullying tone and sometimes hung up on me when told them that I had already given notice to leave and I would not return. They were ringing everyday and I had to make a complaint to Virgin. Thankfully I spoke to someone who was mature and sensible. I had my credit sent within days, cut off was smooth.

    Now reading the reviews of so many broadband providers I can agree that a company is only as good as its workers.

    I am now regrettably, with Post Office Broadband and the only winners in this are Openreach the engineers they 'have to use'. Their customer service is diabolical - the internet when a second person is using it in the home - even more so. (Avoid Post Office Broadband. If you are desperate use the library or a friend/relative because believe me it is not worth 18 months of your life. After reading countless reviews and listening to comments, including the younger members of my household the Post Office broadband is not worth the bother.

    In conclusion: WE should dictate our terms. WE have the power to do so.
  • Reviewer
    Location
    Leeds
    Reviewing
    Virgin Media
    Date
    Comments
    I've been with loads of mobile providers over 18 years and this is definately the worst. Internet and texting works intermittently so most of the time doesn't send messages or log on to Internet. Customer services say it's temporary, then say it's my phone when i've tried various phones. Now they've decided it must be the SIM Card so i'm waiting for a new one-which they said would arrive today but hasn't. Never paid for such a faulty service- it might be cheap but that's because you're paying for nothing!
  • Reviewer
    Location
    Hertfordshire
    Reviewing
    Virgin Media
    Date
    Comments
    I was meant to be getting 60mb of internet. Super fast fibre optic they call it. For the past month it has been extremely low. Reaching 0.35mb which is ridiculous. Contacted an online chat support who was rude! He also had the nerve to log out of the chat before I could respond! Virgin Media staff tend to be very helpful when getting you to sign a contract!
  • Reviewer
    Location
    wirral
    Reviewing
    Virgin Media
    Date
    Ratings
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    never get the speed as they offer
  • Reviewer
    Location
    North east
    Reviewing
    Virgin Media
    Date
    Comments
    WORST WIFI IN THE WORLD - DO NOT USE VIRGIN. Right now I'm having to go to my friends or another family members home to revise for my a-levels as my wifi is unusable, up too 150MB per second and u cannot even load a page. Whenever we rang ( as we have over 25 times ) we get told that there is a 'fault' in our area or some over pathetic excuse. I am not one to write reviews but genuinly iv never ever ever ever been this hot headed in my life and it is due to Virgin media wifi
  • Reviewer
    Location
    Brighton
    Reviewing
    Virgin Media
    Date
    Comments
    Nightmare, saw much cheaper offer advertised the next day by Virgin and so asked them to switch me to that but I just ended up spending ages on hold and being passed around from department to department. Didn't receive call back when promised and was given a lot of conflicting information. Ended up cancelling my account. No customer care!
  • Reviewer
    Location
    Croydon
    Reviewing
    Virgin Media
    Date
    Comments
    My daughter is the account holder with virgin media for over two weeks we've had broadband service that's in and out of service 3 engineers have come out the whole rd has the same problem when you ring they give different excuses. You have long waiting times just to get threw to them . Now that we have had enough of never being able to use broadband not WiFi as were not morons and understand that there are limitations with speed and that you cannot connect all of the time but our issue is not connecting to there broadband basically that's all we want we are constantly on the phone to them it's time consuming and irritating and still after two weeks we have a service that doesn't connect or is in and out continuously I would never recommended virgin as I think they have trouble connecting in our area and didn't explain this at the time of signing up and that they give conflicting reasons for the problems your having and never the truth
  • Reviewer
    Location
    Kettering
    Reviewing
    Virgin Media
    Date
    Comments
    We canceled the contract with Sky because Virgin offered better after nearly two weeks turned out we would not have a landline until one of our neighbors would not give up the Virgin contract. We were fooled! Worst company ever!!
  • Reviewer
    Location
    Ealing
    Reviewing
    Virgin Media
    Date
    Comments
    Trying get to Virgin on behalf of my elderly mum. Waited 50 mins on phone only to be transferred another dept. Been waiting further 3p mins so far. This co is not fit for purpose. Everyone I know who has been with Virgin all report same bad experience with customer service.
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Comments
    When I first joined Virgin media they were great, everything ran smoothly at a very reasonable price. Then after a year my bill was put up by £30 a month without our knowledge or agreement to pay so much extra for the same package. When I rang up I was informed that we could have 6 months free then pay £50 for the next 6 months, I even read this back to the operator who agreed that I had heard correctly.
    Shock, I am still being charged the full amount and virgin media are saying this was never offered to me and refusing to find the recording of the phonecall in which I had been misinformed. When I rang to sort this the woman was very patronising, all she wanted was to take my money. I went on to write a complaint to which I had no response. When I next rang I was told that my dispute had been closed, nobody had contacted me to inform me of this. I will be taking this further as I have just been made to pay £140 as they were threatening me with debt collectors and tarnishing my credit rating.
    It's fair to say I will not be using virgin media again after my contract ends and will not be recommending them to anyone when this time last year I would have!
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Comments
    For last two weeks I'm loosing internet connection every 2-3h, I don't know what is going on, but last time Virgin is rubbish.
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Comments
    It’s not even worth giving a rating.
    Taking two DD from my account but won’t talk to me as I didn’t sign the agreeement. They have been spoken to by the account holder and written too and still won’t discuss. They are a joke.
  • Reviewer
    Location
    Romford
    Reviewing
    Virgin Media
    Date
    Comments
    Virgin you are an absolute joke. I want to cancel you as after being a loyal customer since 2007 I rang you twice yesterday to let you know I got an amazing deal with sky. After waiting for over half an hour each time the first bloke was rude and did nothing but slate sky. Second time I was given a deal that would last for 9 mths only. I am leaving this review while being on hold again so far 20 mins. And they want to know why I am leaving. I'm sure they put you on hold on purpose so that you get fed up and hang up

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.