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 1001 customer ratings since 2023-04-24 (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.

4,684 Customer Reviews over 118 pages

  • Reviewer
    Location
    liverpool uk
    Reviewing
    Virgin Media
    Date
    Comments
    Hi i have just had my virgin broadband router set up by virgin but because the incoming virgin box is in the bedroom, he simply set it up there. On the opposite side of the room is the power socket so the cables are stretched between the socket in one corner and the virgin incoming box in the opposite corner with the router in between. he s tried his best to eliminate the trip hazard by stretching all cables and router to the walls of the bedroom but this means that the router is permanently behind the wardrobe or under the bed. I am not happy with this and i am trying to contact their customer care team.
  • Reviewer
    Location
    Bicester
    Reviewing
    Virgin Media
    Date
    Comments
    Contacted Virgin media due to broadband at service fault all the time. Worse customer service from India call centre. Very rude!! She was making you feel stupid as if you don’t know you don’t how to reset the modem. She even told me that she can not provide compensation as it was just our household who had a problem with the broadband.
  • Reviewer
    Location
    SOUTHEND-ON-SEA
    Reviewing
    Virgin Media
    Date
    Comments
    Disgusting service from the beginning. No point in raising a complaint as they'll give a reference number but no one will contact you & when chase managers will transfer you without telling you & the next person will put you hold then cut you off. So I shall be cancelling every service I have with them.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    by contract speed 100 but in reality 4-10mbs.and its like 1 month like that and they cant fix it.Plus service is bad and engineers are rubbish.
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Comments
    Absolutely awful. First of all rang to set up home internet and arrange a technician to come out. I rang the day before that was scheduled to check they were still coming and told me my order hadnt been processed correctly (no one bothered to call to tell me this) so had to do the whole process again and schedule another date (had to wait a further week) The day after the first visit was scheduled a technician arrives at my house (I was at work) and left a message saying I need to rearrange another date. I rang customer services and explained the situation and told them I did not schedule a technician to come out that day or time and gave him the order number but said unable to find my order yet a technician was sent to my house randomly. He tried to get me to do the whole process again and make me wait another week for someone to come out but I refused as twice my order had not been processed and not given the right information on the previous two occasions.
    Absolutely terrible, I will never use them again. Three different people giving me three different sets of information and cant process an order correctly
  • Reviewer
    Location
    london
    Reviewing
    Virgin Media
    Date
    Comments
    virgin media order placed on 1st June. then 1st issue not receiving letter from way leave team for landlord permission. after 22 days it sorted then got installation date for 12th July. 2nd issue called them to get earlier date but they comes up with they not sure they can able to install new line to my flat. Engineer has to come and check. If he can then he will do it or he will say no he can't then they can't do anything. (They checked when i placed order that i am able to get service) then i called them many times so to get answer that they can do it or not so i can go to another provider but on 3rd July they told me supervisor working on my account and i'll get call back with in 24 hour (But no call received) then i called on 5th July guy said he arrange pre-installation team visit on 7th July between 8.00 am to 1.00 pm so they can check and let me know. after that i called them on 7th July at 2.00 pm asking for no one turn up after spend sometime on call he told me he spoke to team they will there in 30min (but no one turn up). In the end I got text & email today 10th july at 12.43 pm that they wanna speak to me about my installation so I called them they said my installation is on hold due to they need some cable work and some other work near my place so they need another 5 days to work out that how long is it gonna be to do that work and when i'll able to get line in my property. so they kept lie to me since i place my order around 1 and half month. i was without internet all time. told that many times over phone to please check so i can go to another provider but they just tell lie all the time. at last i want to speak to manager but guy said manager will not do anything he was say same words as he told me to wait another 5 days. now i told them to cancel my order so let see what they doing but very terrible experience.
  • Reviewer
    Location
    Liverpool
    Reviewing
    Virgin Media
    Date
    Comments
    Stay clear of vergin total rip off merchants told me my contract was ending then charged me a further month cancellation fee no customer service available got to be the worst company to deal with . You have been warned
  • Reviewer
    Location
    Burnley
    Reviewing
    Virgin Media
    Date
    Comments
    Tried sorting something on my account, when I call, the automated asked me to chat, after 10 minutes chatting, it sent me to WhatsApp, i have been for 10 hours on WhatsApp trying to solve the problem, everytime I respond I wait for a reply minimum 20 minutes, looks like they keep changing staff at the WhatsApp chat as I have been ask the same questions over 20 times and nothing has been solved.
    My secretary has been on the phone with them for over 2 hours, been asked in each department a list full of questions, then transferred and same repeated, still no luck.

    Horrible customer service.
  • Reviewer
    Location
    Birmingham uk
    Reviewing
    Virgin Media
    Date
    Comments
    I would request all of the UK citizen please do not take a contract from Virgin Media, one of the worse customer service , I ever experieced, I can give a example , I was talking to a manager he is from Philippines his name is Ian at one point of our conversation Mr Ian telling mr of saying shut up ! I was fully shocked all I ask him can you please explain me how much I paid so far ,why my bill is so high.
    So please think twice before you buy there product and please bare in your mind about the service. Thank you very much for reading.
  • Reviewer
    Location
    Bradford
    Reviewing
    Virgin Media
    Date
    Comments
    This provider is a total and utter joke. After telling them I wanted to change providers they offered me same package with a discount..Wrong..they are charging me £80 n more a month when we agreed on £46.65..put in complaints numerous times and told them to disconnect which they agreed but still not done and still charging me..I have copy of call when agreed on the lower charge and STILL pestering me over non payment..now in touch with offcom over the matter..anyone thinking of using this provider I would think twice..I have been with them for a long time and so frustrated and annoyed at the service received..
  • Reviewer
    Location
    Warfield
    Reviewing
    Virgin Media
    Date
    Comments
    Changed from Sky to get 50M Fibre. Only get this on non-peak times. At peak times we only get 1Mb/s which is shocking!! Getting hold of customer services to discuss is very difficult too!! So frustrated and getting ready to leave.
  • Reviewer
    Location
    West Midlands
    Reviewing
    Virgin Media
    Date
    Comments
    Awful customer service. Wanted to cancel my broadband, was directed to wait "a minute" by a representative who then proceeded not to transfer me for several minutes, instead just muting on his end.

    After an hour, I had to hang up. Regular people don't have several hours to just wait on the phone. My issue, unresolved.

    They have no desire to help and certainly work as hard as possible to make cancellation a miserable experience.

    Avoid at all costs.
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Virgin Media
    Date
    Comments
    I am writing this review while I sit on hold for the 36th minute with virgin media. The problem I'm facing is one caused by virgin media. Our bill is issued on the 14th with our direct debit being taken on the 4th. Theyve now suspended our services because our current bill hasn't been paid yet. I am angered by this dreadful negligence and oversight by a company that boasts to have such good relations with its customers.

    This is unacceptable and will be looking at other companies to go with. I suggest you do the same.
  • Reviewer
    Location
    N8
    Reviewing
    Virgin Media
    Date
    Comments
    There is poor customer service....there is really really bad customer service....there is totally unacceptable customer service, and then there is Virgin Customer service...which surpassed all of these. Truly awful!
  • Reviewer
    Location
    Newcastle
    Reviewing
    Virgin Media
    Date
    Comments
    Virgin media by far is the ******** broadband provider going.
    Every single day we have problems where there is no internet connection , we are paying £35 for the fibre optic broadband and its just *****. We are sick of complaining and nothing getting done . If anyone is thinking of getting virgin media, save yourself the time and your money. You will only be dissapointed. Even the sky £7.50 basic package is 100% better.
  • Reviewer
    Location
    Rotherham
    Reviewing
    Virgin Media
    Date
    Comments
    Broadband been off solid since the 4th of nov, to be told would be back on 6th, then to be told the 11th, then to be told the 15th, now to be told the 22nd of nov, I don’t hold my breath,,, shocking service, and lied to day after day...
  • Reviewer
    Location
    ha4 6lr
    Reviewing
    Virgin Media
    Date
    Comments
    This is a crap company with poor service. I don’t recommend anyone. from October
    ((around 3 month)6 times I hade disconnect internet and around 20days I had no internet. Which is affect my business. virgin customer service is very rude and bad. When I am call to virgin always they keep me wait on phone around 50 minutes
    Virgin need to grow and need to learn how to respect customers
    My account reference number with them: 303587301
  • Reviewer
    Location
    Manchester
    Reviewing
    Virgin Media
    Date
    Comments
    Totally lost the will to live with this company. Long story, apparently today they decided we don't exist on the system, post more when I feel up to it. Let's just say they chose their customer service, or as they say technical team on the basis that they can't speak proper English, probably pay them next to nothing, yet it takes them all day and they can't even find your post code, I need oxygen!
  • Reviewer
    Location
    Tooting
    Reviewing
    Virgin Media
    Date
    Comments
    Wish I never signed up with them. I have never dealt with a company with such poor service. Originally we were told 2 weeks for installation, they kept moving it back and back and took 3 MONTHS to finally have it working. They would arrange an install time, (and I actually took a day off work to be there for this), and no one showed up! I called to find out when they were coming and they moved the date again with out telling me!
    They gave us 3 months of movies 'free' as an apology, and then started charging me £20 EXTRA a month for this and will not refund me!
    Absolute con of a company and do not deserve any stars at all.
    Also when I have tried to talk to someone on the phone, no one knows what they are doing, when I ask to talk to a manager there never is one, and when I finally get hold of one, he was rude, unhelpful and hung up on me!
    I bought this because I thought fibre optic was supposed to be high-speed and efficient. But it freezes regularly and we have to restart it every week or so.
    Joke of a company, DO NOT SIGN TO VIRGIN.
  • Reviewer
    Location
    Brighton
    Reviewing
    Virgin Media
    Date
    Comments
    I had issues with my VM broadband and still get letters asking me to come back.
    Fob-off VM the same I got from you.
    What a shoddy service they provide and the promises of a fix every month for 3 years so I left and I have a stable connection using my neighbours talk talk connection which is better than virgin superslow broadband.
  • Reviewer
    Location
    Oldham
    Reviewing
    Virgin Media
    Date
    Comments
    No ratings to award as the most incompetent company in media history. Impossible to contact even head office have not responded to my letter of gross misconduct and extremely dangerous practice leaving exposed cable on a public pavement! Which incidentally they trespassed on my land to weave the cable through in order to provide broadband to my neighbours! Nothing like blatant cheek! Last resort now contact Cisas again and local tabloids This bunch of cowboys left cable on top of my garden , dug up my flagging and just left rubble. No one is taking responsibility for the siting of the junction box outside my Home passing the buck from virgin to Oldham Council ping pong! Could it be due to payments involved with LA? For allowing siting of virgin junction boxes?? All abdicating responsibility. Absolutely atrocious lying company told me I could landline with virgin however engineer stated never in a month of Sunday’s as no provision! Thank god I didn’t go ahead with their installation not that it was feasible anyway according to the engineer! Too dangerous after leaving exposed cables lying in view and obstructing pavement.
  • Reviewer
    Location
    West Drayton
    Reviewing
    Virgin Media
    Date
    Comments
    Worst broadband. Would not recommend to anyone. Every month my internet goes down and have to wait for a week or more to get an engineer come and fix. Again after few weeks the internet goes down. I have no internet for a week or 2 every month. I am wasting my mobile bill for calling them.
  • Reviewer
    Location
    Withington
    Reviewing
    Virgin Media
    Date
    Comments
    Horrible customer service!! Especially the advisor from faults department should learn how to speak to the customers. My broadband isn’t working effectively. I have been said that, we pay for the wire connection and so WiFi is not guaranteed as per the terms and conditions. That’s the way it is and I should accept it. I have to put up with the connection. If this was mentioned by the sales team, I wouldn’t have dared to accept the connection.
    They never log the calls. So please beware of Virgin Media. I can’t change the provider as I am tied to 12 month contract. If it continues I would rather be ready to pay to break the contract for such an atrocious provider and customer service.
  • Reviewer
    Location
    Slough
    Reviewing
    Virgin Media
    Date
    Comments
    Virgin media is rubbish , customer are rude they take as if they are in charge of you , theydidnt compensate me for not connecting a telephone line , speed is rubbish seems just about getting 10mg waist of money , iv given my notice had the rubbish for 13 months , going back to SKY tv and get value for money and still get to keep the Q box with all the free view channels . Bye virgin rubbish media
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Comments
    AVOID !!!!First of all Disgusting…
    AVOID !!!!First of all Disgusting custumer service!! Poor connection!!! Unhelpful!!!
    Before my contract finished I phoned them to cancel it, the manager it self convinced me to stay with virgin media for another year promising better speed (which it doesn't connect 10 steps from where the broadband is set) plus instead of paying the same 24 pounds I had to agree with 32 per month as apparently there is no further discount.
    However, the service is the same if not worst ! Have called them 5 times spending over an hour each call, and seems to get no where . Twice been promised that someone gonna call me in 3-5 days. From the last call I made its been a month and haven't received any calls from virgin! Today received a letter signed by Kaushik Nagendran (Googled his name , man with this name is based in shrilanka- really?) saying that they tried to contact me but there was no luck! They are not just thief's but a liars too!!!!! They don't care at all about solving the issue, they only want to charge as much as they can and because people don't wanna pay over 100 pounds yo cancel the contract they know that we have no other option just ti stick with the till the end of the contract! On my 2nd call to virgin spoke with such an unpleasant man who was working from home, he was so unprofessional, telling me " I know what you want, you want your money back, but because you not gonna get it you getting upset" First of all I didn't ask for the money, I asked to leave a contract free of charge! He continued to be as rude and insulting as he could be!! Shame don't remember his name!
    They offering me wired connection (lan/Ethernet) where possible, and get a boosters from virgin with extra 3 or so pounds a month!
    Its a joke! I WOULDN'T RECOMMEND VIRGIN MEDIA BROADBAND TO ANUONE !!! AVOID AVOID AVOID!!!!!!!!
  • Reviewer
    Location
    Islington
    Reviewing
    Virgin Media
    Date
    Comments
    We were told we would get our broadband box over two weeks ago, and have called every day since with absolutely no progress being made. The customer service reps clearly did not write down what we had been saying, as they gave us the same reply and did not help at all. We finally cancelled our service without ever receiving the box, and would not recommend this service to anyone wishing to get good and reliable wifi.
  • Reviewer
    Location
    Rugby
    Reviewing
    Virgin Media
    Date
    Comments
    I wished to update my account but had forgotten my password. The contact us help refused to help for a week and it wasn't until I reminded them they had my phone no and was it beyond their imagination to ask someone to ring me and that I was changing supplier. I then received two separate phone calls offerring to help - their first security question was could you tell me your password. My cousin told me she was in tears having spent an hour trying to cancel the account her grandmother had with Virgin when she died, and her grand-daughter did not know the password. Surely this is something which happens on a regular basis and there should be a dedicated team to help bereved relatives at such a difficult time without adding to their grief. A friend has just left because of a replacement package for the now obsolete one he was happy with, of course the new package was more expensive and had features he didn't need.
  • Reviewer
    Location
    Croydon
    Reviewing
    Virgin Media
    Date
    Comments
    The wose thats all i can say i've been with company for 10 years the customer service is the woset.Im looking to leave.
  • Reviewer
    Location
    Leeds
    Reviewing
    Virgin Media
    Date
    Comments
    Totally screwing you on your money while not being capable of providing service.
    Having had satisfactory service on my old address, I had stated my intention to the company to move my services to my new address. First, given the fact they claim themselves as the best in field, it's absolutely stunning they cannot provide the service.
    Following the fact, they cannot provide me the service - they made the contract quit. To top that, made me accountable for an early termination fee of 240 gbp as well. That's not just poor service, that's just not acceptable. This company screws you on your money while falling short on offering the service. The minimum of a 1-star one has to give to the review, is definitely overrating this company.
    To top the story, they also had the courage to stop the chat.
  • Reviewer
    Location
    BIRMINGHAM
    Reviewing
    Virgin Media
    Date
    Comments
    Absolutely appalling service never again, I am buying my self out of my contract at a cost of £185.00.They have just got too big headed and think they can do as they please. Well not with me. They can stick there service were the sun doesn't shine.
  • Reviewer
    Location
    Stafford
    Reviewing
    Virgin Media
    Date
    Comments
    Terrible customer service. Wasted my one hour speaking with this guy on the phone just to cancel my service which I no longer need. Extremely rude and unprofessional. Even though I made it clear that I don’t want the service, he constantly came up with cheap alternatives and started bothering me. After a long conversation, he just put me on hold for 2 min which was meant to be forever and later on I had to hung up the phone. Didn’t get the chance to cancel my service. Extremely pathetic way to deal with the customer. Never coming back to Virgin media and would not recommend to any one as well. Stay away from it, it sucks everything out of you like leeches.
  • Reviewer
    Location
    BIRMINGHAM
    Reviewing
    Virgin Media
    Date
    Comments
    appalling service poor broad band speed and customer service very rude and tell I lot of lies. Never again.
    They send out a lot of threatening emails. They claim they are always right I am done with them.
  • Reviewer
    Location
    Scunthorpe
    Reviewing
    Virgin Media
    Date
    Comments
    Paying For 200. Getting 15.
    Virgin media are outright stealing from customers.
  • Reviewer
    Location
    Luton
    Reviewing
    Virgin Media
    Date
    Comments
    Signed up in 2016. Got an installation date. Days before installation they co texted me stating they had cable problems and couldn't install. I then had no tv/internet for 2 weeks whilst I got another company to fit it's stuff.
    A couple of weeks ago a get a leaflet stating virgin is now in my area. Had some great deals. Signed up again. 2 1/2 years later guess what. They contact me a few weeks before installation stating they can't install as , you guessed it, there's a broken cable.
    Messed about twice by an incompetent and ignorant company.
  • Reviewer
    Location
    Somer
    Reviewing
    Virgin Media
    Date
    Comments
    What a rip off.. Do not use, you have been warned, what a bunch of c u next Tuesday, charge you for any thing they can, rubbish service... DO NOT USE... They will not take negative feed back, how do you think beardy can afford to fly into space, pity he came back...
  • Reviewer
    Location
    Unsatisfied
    Reviewing
    Virgin Media
    Date
    Comments
    VIVID200 - speed between 16-70Mbps.
    DO NOT TRUST THEIR PROMISES - THEY'RE JUST LIARS
  • Reviewer
    Location
    CHEADLE
    Reviewing
    Virgin Media
    Date
    Comments
    save your money and stay away from this company. so slow internet
  • 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.

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.