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
    Leeds
    Reviewing
    Virgin Media
    Date
    Comments
    Absolutely a joke of a company wish I would of stayed with sky now always something up with connection just a complete joke wouldn't advise any1 to join them I am going back to sky thanks for f### all u idiots
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Virgin Media
    Date
    Comments
    Stay away from Virgin Media Group, I have had a bad experience with these lot. They tried to charge me for services they did not provide, after waiting for months to be connected I decided to cancel. Then I realized my information was passed on as a credit defaulter and as you guessed I now have bad credit score etc.
    Wasted so much time call them to rectify this but they did not bother to rectify anything.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    My 1yr broadband contract was up, I was changing over to a new provider which was cheaper, so I called virgin media to cancelled, the customer service man asked why I was leaving I told him, he then offered me a cheaper deal, to my horror the first bill was nearly double the amount he promised, I then contact the customer service to be told I missed out on the deal which was first promised to me now I am stock with them for another year because I was conned by virgin media.
  • Reviewer
    Location
    Fife
    Reviewing
    Virgin Media
    Date
    Comments
    Ordered broadband and phone package. Arrived bang on time here ends the good news. Installation (paid for) shocking could have wrongly installed it myself. From day 1 router re-booting up to 8 or 9 times daily due to said installation. Called many many times and given the run around. After many calls and finally changing settings in the router i recieved a new router. Guess what problem persists. Finally an engineer came out did a few things to solve the issue and left saying a follow up visit from an engineer has been booked in for 4 days later. An hour later same issue. 4 days later no show from the engineer. Finall when another engineer dud arrive he located the issue and fixed it. I decided to lodge a complaint and was advised i'd get a call back within 7 days. Due to work i missed the call so phoned to ask how my complaint was progressing. Was told because i didn't get back to Virgin my complaint was closed!! I requested a call back after 2pm the next day from a manager able to deal with my complaint. Guess what yep no call back then or since. I rekon they are due me £25 for engineer no show. I'd like my money back for the non installation and a reduction in my monthly bills for the remainder of my contract due to loss of service which i paid for. DO NOT go with Virgin simple as that. No consideration for customers other than screwing you for as much money as possible. Horrible company horrible service horrible customer care.
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Comments
    Broadband is left not working for weeks and when you try and get in contact they continuously hang up on you. They have terrible customer service and have no interest in resolving your issues.
  • Reviewer
    Location
    Halesowen
    Reviewing
    Virgin Media
    Date
    Comments
    Misled into a sale!! Promise of a voucher for amazon and never recievied it. Cannot talk sense with anyone, they made me go with them instead of Vodafone and misled me into a sale. Shambles of a Company, also quoted 3 different prices for broadband. Avoid these cowboys will be reporting them
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    Hi Virgin, I am very disappointed in your customer service team. As the chat helpline has been down for the past week, I have had to wait to speak to someone for over 20 minutes each time. - having had to call three times. Lastly, the last person I spoke to, Sunny knows little of customer service. He did not hear my request, repeated the same things and interrupted me as I spoke to him. He also refused to let me speak to a supervisor. I told him I no longer had time to speak to him, and asked if I could receive a phone call back at a later time to finish with my request and he said no. Like always, your company is quick to respond to a sales request but terrible after sign up.
  • Reviewer
    Location
    Liverpool
    Reviewing
    Virgin Media
    Date
    Comments
    Worst costumer service advisories, no help I signed up to a 55 pound contact and with no notice they told me my bill is now £191.90 nothing but excuses on the phone no help at all told me I can have free view channels for £67.40 a month this is a disgrace !!
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    Oh what can I say about Virgin Media another with bad customer service under its belt!
    I signed up for 50Mb Broadband, telephone and tv in July 2014. But guess what? there was no telephone because there was no more lines available on my road. They had reached their maximum installation, I'll be put on a waiting list until a line becomes available.
    But here's the problem... the package for the three was £29.99 for six month on 18 month contract. After which I'll pay full package price at £35.00.
    They installed the tv and the broadband. I thought that I would receive some type of compensation, but instead they said I still have to pay the £29.99 for the six months.
    I had to make numerous of calls to say that this was unfair since the package I received was incomplete and the weren't in a position to inform me when I could have the telephone installed.
    I experienced frustration dealing with the representatives of Virgin Media. The internet service was also bad, as there was always a drop in speed which I had to call technical support for several times.
    I cancelled within the cooling off period and I will never go back to Virgin Media. All these companies are just extorting money from the public and are not interested in retaining customers.
    I won't recommend Virgin Media!
  • Reviewer
    Location
    Hatfield
    Reviewing
    Virgin Media
    Date
    Comments
    If you live in this area don't bother with Virgin network issues since November and always takes over a week to fix. Too many broken promises this time for repair the completion time has changed 5 times and has not worked for 10 days if it is finally fixed on the latest guess this will be 13 days. So if you are looking at email in this area buy stamps and send your mail it will at least get there and probably quicker
  • Reviewer
    Location
    Maidstone Kent
    Reviewing
    Virgin Media
    Date
    Comments
    AVOID! AVOID AVOID!!!!!!!! I had a contract with Virgin Media that ended in February. I told them I was leaving and they said they're charging me a disconnection fee of £246. Ridiculous!!!!
  • Reviewer
    Location
    Rainworth
    Reviewing
    Virgin Media
    Date
    Comments
    Happy to be  leaving. Problems since day 1. The worst internet provider I've ever used. Uselesd customer service, expensive and receive no internet most of the time. I would never ever be a virgin customer again. Switching back to sky .. much better service from them.  Do not chose virgin media.
  • Reviewer
    Location
    Warrington
    Reviewing
    Virgin Media
    Date
    Comments
    Utter shambolic provider, I was a new customer to Virgin I originally booked my broadband on Jan 27th we are now on 28th March 17 and I'm still waiting for it to be installed!.... 4 times my installation has been put back and I get a call the day before it's suppose to be fitted!!... blaming fitters and even the council!!!!!..... I have now cancelled this agreement and will never go to virgin again it's shocking... avoid at all costs there a joke of a company. Dare I say even worse than sky!..
  • Reviewer
    Location
    Doncaster
    Reviewing
    Virgin Media
    Date
    Comments
    Disgraceful. I had tv package for 6months were ok wen I moved they said I was going to be connected. The day after moving I get charged 47 quid and they disconnected me. So to literate. I paid 47 and did not have the serv9ce. Now they're still trying to charge 170 quid f0r 3nonths even tho it got cancelled due to being disconnected and they take your money. All I'm saying is cover your self by the citizens advice. Or a solicitor. Cover all angles and fight for y9ur right. Avoid these cowboys
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Comments
    Very bad customer service.
    Check your bills. They will rip you off.
    Staff are not properly trained.
    Rude engineers.
    Would never recommend.
  • Reviewer
    Location
    Newton Abbot
    Reviewing
    Virgin Media
    Date
    Comments
    Virgin Media wired up the next-door neighbour's technology incorrectly and has caused many problems to this address, also having carried out work - no doubt also way below safety-standard protocols - to another neighbour's house in the area, too.

    When the company is called about the problem, they lie, saying that they have checked the property's wiring, when they haven't, despite these effects having caused all sorts of issues such as extreme static-charge in and around the house to life-threatening levels, radioactive effects hitting the immune-system and high-pitch frequency effects causing ear-aches for days, the company having had all of these details relayed to them.

    Virgin Media does not care about the lives of people, they care only about profit via aggressive sales tactics and bad wiring. Stay away. They are bad people. Five years these effects have hurt people and Virgin Media simply does not want to take responsibility for their under-trained representative's mistakes because they do not wish to be seen as liable.

    The ISP we were with at the time even stated that Virgin Media has messed up their own installations of technology in the past.

    These people are some of the lowest of the low. Surrounded by advertising and plenty of profit which people keep feeding them without thinking about the consequences. Am sure that if there was really proper, alternative regulation to the mirage of an organisation that is Ofcom, a proper international regulatory counter-corruption organisation that was able to deal with these types of criminal companies, then Virgin Media, as well as companies like Vodafone, would not be trading (maybe down the odd back-alley).
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    If I had option to choose zero stars I would. The worst utility company I have ever dealt with from service to support.
    If I had option to choose zero stars I would have without blinking. Having having been with sky for years , a professional service, I can’t believe how poor Virgin are, in the UK and they are getting away with it. Shame on you Branson. How dare you . My wife regretfully chose to change tempted by ads and some sales person s in front of Sainsbury’s , tempted by a promise of faster service and cheaper prices, what a mistake!!!??? We have suffered since April 2017 . There is no where to start. THERE nothing good to say. They are very, very bad. From service internet/tv/broad band , I am sincere in saying nothing works correctly, Indian customer service lies and poor, this is by far, and a sincerely mean it, by far the most poorly run company I have dealt with in UK. If you are tempted, do not take their offer. They are a huge con. I don’t care. Virgin, Contact me. I want out of this con . You ate the worst company I’ve dealt with EVER . Even your ‘English staff agree, if by coincidence I get through to them and not your lpoor commmision chasing badly managed lieing Indian call center . It’s so bad, I wish I could disclose my email. Please don’t be tempted by their sleazy tactics. They are the worst con in the Uk, and offcom or whoever needs to take action. This can’t be allowed in the UK. Why doesn’t this review site allow me to post my email. I have never felt this cheated before .
  • Reviewer
    Location
    Reading
    Reviewing
    Virgin Media
    Date
    Comments
    I am without broadband for 4 days now. I contacted them 4 days ago and I was told to reset my router then I was told there were issues in my area. One day later, received a text message saying all back again. I rebooted the router many times since and their system says all working for me. Now they need to send an Engineer but it will be in 7 days time. What a great service from this company whose customer service people do not understand anything technical or do not understand how the world has evolved. I am with them for more than 10 years and now it is getting worse and worse so definitely I moving away from this company when my contract expires.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    Tv gone off went through automatid call fault found not resolved spoke to human told that equipment was fine told me that the engineer will be out on Tues to day is Saturday
    Will need to take time of work to accommodate so cancelled contract at cost for suppliers lack of engineer availability will not recommend virgin
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    Worst broadband company that i have ever joined with. I just recently moved property and found out that they don't provide their services to my new property. Therefore i have to pay £152 cancellation fee, which does not make sense in any way, because i am not cancelling because i want to, but i have no other option because even if they provide me with another option i still get charged the £152 cancellation fee. This is just robbery, and i recommend no one to join virgin media at all.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    Terrible rude customer services, have been overcharging me for ver a year...even when after hours on phone they accepted they had overcharged because. Had email evidence they said as a "goodwill" gesture they would give me three months refund although it the year previous overcharge when I disagreed they sent me a lette completely misrepresented our conversation and letter signed from Garry Menzies operation manger no contact phone number or email address just a PO box in Manchester for "Executive Office" this is an international media telecoms company that dissatisfied customers cannot contact. This is clearly a design to obstruct customer care or service. I want to cancel contract as they have breached contract by overcharging ..my request for 12 month previous bills was ignored even though was agreed to and I was told I would need to pay £3 per month for copy of bills , unbelievably bad do not go to Virgin daylight robbery
  • Reviewer
    Location
    Cardiff
    Reviewing
    Virgin Media
    Date
    Comments
    SHOCKING!! Avoid virgin at all costs had it a month and we have logged probably 5 hours of slow broadband time which has caused a nightmare for working at home and cost us both money and clients.Keep thinking I'm being punkd and Ashton kitchen is going knock on my front door.
    I can't even give 1 star on any platform,in fact I think it's criminal.AVOID virgin people 100%
    Cancelled already and awaiting BT infinity to be installed this week
  • Reviewer
    Location
    Surrey
    Reviewing
    Virgin Media
    Date
    Comments
    - very disappointed
    - 3 engineers have visited and they had no clue
    - Problem still exist
    - I seriously don’t recommend using Virgin to anybody
  • Reviewer
    Location
    UK
    Reviewing
    Virgin Media
    Date
    Comments
    !!!Virgin Mobile charged me £44 for only 300MB internet!


    I was charged £44 for only 300MB I've used at Virgin Mobile. Let me explain how this happened.


    I was originally calling Virgin Media this summer to stop its broadband contract from re-occuring automatically after the contract expiry date, while somehow was transferred to the Virgin Mobile team where the staff induced me into signing up the £5 contract deal with virgin mobile.
    The contract was agreed over the phone call where I was not having the contract with me, the only way I could know about the terms and conditions of the package deal was through what the staff had told me. The staff only informed me what was included in the £5 monthly deal but DID NOT tell me that there would be a £2 charge per day after I reached the package's internet limit as long as the mobile data is 'on' in the mobile's settings. This means even if you have not used your browsers at all (which means you have used almost 0MB data), you'll still be charged £2/day.
    This is undoubtedly a very crucial commercial information which would have influenced my decision of choosing whether or not to enter into this contract, yet the staff omitted to tell this information to me.

    Apart from this, at that time I was having a monthly deal with another mobile company which just started, so I told the staff that I would be paying twice if I sign the contract with Virgin Mobile on that day.
    However, the staff said that she would send me a cheque which covers the expense of that other mobile company's service so that I would not be paying twice, I singed the contract yet never received the cheque.
    Also, the staff did not tell me we'll have to pay £5 in order to start the contract.

    I used to trust Virgin Mobile and therefore I signed the contract on that day based on all these information.

    I have received text messages informing me that I have used up all of the package's monthly data, BUT, unlike what most of the other mobile companies do, the message also NEVER told me about the £2 charge thing.

    ******Therefore, based on trade customs, I assumed that I would only pay for the data I have used. Never expected that for the past two months, I have been charged £44 in total for only 300MB extra while 300MB only worth £3 according to Virgin Mobile's 'pay as you go'!!!

    ******I cannot believe that I was charged more than 10 times of the actual worth of the service which is definitely an unfair commercial behaviour
    Yet when I called Virgin Media, they simply said as I signed up the contract there is nothing I can do about it.

    I'm very disappointed and scared by this service therefore I stopped the monthly package and now I don't want to have anything to do with Virgin Media as I feel very insecure about their potential 'landmines' hidden behind their tricky business veil.

    I hereby sincerely warn all Virgin Mobile Customers to be very careful about their service, and to get to know about all the key details of the service by ourselves instead of simply relying on what the staff tell us during the negotiation service.

    ******We defo should protect our rights and FAIRNESS we are ENTITLED TO as CUSTOMERS!!
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Comments
    Unacceptable customer service-installation delayed for ober a month, no one is contacting to update on what is going on. I have to constantly chase them and everytime I get a promise to be contacted which never happens. My biggest mistake was to join them, do not recommend
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    Would give minus stars if I could. Never works. Hours on hold to speak to anyone. Truly awful. Avoid at all costs.
  • Reviewer
    Location
    gateshead
    Reviewing
    Virgin Media
    Date
    Comments
    Been with them for 25 years last 3 or 4 years been terrible always putting my bill up, saying my discount has run out etc, never get a letter or email, just put my monthly bill up from £53 to £96 told me i had to stay with them for another 6 months at this price, when i ring to talk to them they hang up, cancelled contract, wish i done it years ago.
  • Reviewer
    Location
    England
    Reviewing
    Virgin Media
    Date
    Comments
    I have been experiencing intermitent problems with access to my E mails, internet, phone and TV. This is very frustrating especially as Virgin have increased the price late 2015 and there is another increase February. Why should I have to pay more for problems!!!!
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Comments
    Virgin can be named as the worst internet service provider. They cheat their customers out of money and get away doing so. I will always advise people not to join Virgin.
    As two of my children were away at University, I no longer required to have a high internet speed. So decided to downgrade to save a bit of money, low and behold I said ‘ I wanted to save money’ does not mean you change my package by reducing my calls to weekend only, when they have full records of my call usage. So instead of paying for the £8 extra for call anytime, they charge me £100 for my call usage which I had no recollection making.
    These people live off deceit, why would I make a change on a service full well knowing I would be paying 13 times MORE?!
    It doesn’t make ANY SENSE.
    So I paid £210 for two months of calls, so I could leave the company and now they’ve cut off my service when I still have a month left.
    NEVER EVER use them. They WILL leave you high and dry.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    hello to all readers,
    I wanted to leave a good review, but because I received a letter from bpo I can't believe how thieves I am !!! my contract was terminated for a very long time and on the contrary I told him that I don't want to continue because I am moving and I don't need it anymore. But they say one thing and do another. a few months later I woke up with direct debit payments. I called them and they said I didn't tell them to stop :))) in the end they stopped and said they would return my money ..... but from where, on the contrary, I still owe :))) and still where .... bpo collection! SHAME VIRGIN MEDIA !!!
  • Reviewer
    Location
    Sheffield
    Reviewing
    Virgin Media
    Date
    Comments
    Absolutely discusted in the customer services that's if you can even call it that absolutel rip offs I'll be telling everyone how bad they are only good thing about is was the engineer been totally ripped off for internet iv never used and then passed around the phone idiot to idiot who's sat on there arse all day putting ppl on hold no notes on my account nothing absolute worthless how is this company still running I'm going to do everything possible to complain where is the customer services I feel to go there to actually get this balance wiped off my name absolute jokes!!!!!!!!!!!!!!!!!
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    Very slow connection speed
    Very poor customer service, could not find a solution to my problem, kept on passing it on to another person on the phone. And of course all that time, I was still paying my mothmy bill even though I could not open a single web page as connection was too slow, I should say inexistent. AVOID this company
  • Reviewer
    Location
    United Kingdom
    Reviewing
    Virgin Media
    Date
    Comments
    My experience with Virgin Media has been, to say the least, painful. The word incompetent comes to mind. After having a mix up involving two mobile phone tariffs, myself and my mother have been on the phone to Virgin multiple times over a three month period in order to rectify this however we were promised three times a phone call from them which never happened. Not to sound racist but it would be very helpful if the staff had English as their first language. This matter has taken up time and energy, as well as causing unnecessary stress. The staff do not listen to the customers needs and even one of the members of staff accused myself of lying about how I ordered my current phone. The whole experience is incredibly aggravating as my mum has made very clear to the Virgin Media staff. At one point I was on the phone for 2 hours and had, still, no conclusion as there was a "technical glitch". I find this "technical glitch" difficult to believe as it took them six days to rectify it, I was promised a phone call from them at a particular time which didn't happen- how rude! Overall, my Virgin Media has been confusing, raging and just completely painful. I would like to make a point of the incompetence of the staff.
  • Reviewer
    Location
    Havant
    Reviewing
    Virgin Media
    Date
    Comments
    After losing my wife i fell behind with my payments. I feel that I was treated fairly considering that I fell behind for 3 months but they gave me enough time to sort out benefits and such thank you virgin
  • Reviewer
    Location
    Leicester
    Reviewing
    Virgin Media
    Date
    Comments
    The worst customer support you are ever likely to experience
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Comments
    By far this is the worst company I have ever encountered in my life! Not only they're unprofessional, their customer service is ridiculous and they're STEALING MONEY from their customers!
    I have been virgins customer for a year and when it came to moving homes and closing my broadband account the whole process was a pain since day one!
    Not only my account hasn't been closed for a YEAR at this point, but I've lost over £500 due to direct debit collection that should not take place!!!
    After months and months of trying to solve the issue with customer service, who for most of the time was rude, unprofessional and arrogant, I still have an open account, and payments are still being taken off my bank account for services that I don't use anymore!
    This action is illegal and I shall speak to my lawyer at this stage, as no one in virgins company wants to admit to a mistake and return me my money that they've been stealing for a year now!
    DO NOT SIGN ANY CONTRACTS WITH VIRGIN!
    DO NOT RECOMMEND!!!
  • Reviewer
    Location
    BRIGHTON
    Reviewing
    Virgin Media
    Date
    Comments
    I have lived in my house for 18months now and I have never had over 70mb speed and it always crashes. And I'm paying for 500mb
  • Reviewer
    Location
    Northampton
    Reviewing
    Virgin Media
    Date
    Comments
    Awful customer service. Price for TV service just goes up and up every year, yet we lose the TV service regularly, no explanation provided to us, and no refund offered! If you call them it will take you 10 minutes to get through to someone human and they are rude and unhelpful. They almost seem to play games with you on the phone so you run out of credit and go away. Awful, avoid this company.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    Unbelievably bad customer service. They disconnected me by mistake and I've been back and forth with calls to try to get re-connected for the last 5 days. Each time I call I wait for more than 30 minutes and then whomever I speak to in customer services usually has no information about what is happening with my account, or passes me to another department at which point I'm usually cut off. How can they get away with treating customers like this.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    Worst service ever, every couple of months we gave issues with our internet and it stops working and it takes Virgin days and weeks to fix. On Sunday our internet stopped working and we have been waiting days for an engineer to come and each day they cancel and make us wait for hours. Each day we call the customer care and they still ask us to repeat the whole story and they don't seem to be saving the history. We are looking for another provider this week, six days with no internet and still no word on fixing it is unacceptable in the UK in 2019!

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.