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
    3.3 stars
  • Reliability
    3.1 stars

Based on 841 customer ratings since 2023-07-21 (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.

4,708 Customer Reviews over 118 pages

  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Comments
    After 9 years of being with Virgin Media I have now finally left them and just joined up with Sky. Never known a company with such poor communication between not only me and them, but also between them and their colleagues!

    I moved house 3 weeks ago and when my installation for transferring my services came there was a problem. The cable that runs under my drive way was basically damaged. Virgin media wanted to dig up my drive, being a newly brought property with a newish driveway I refused. Several different engineers even told me that Virgin Media will make a mess of the drive. So at this point I spoke to an area manager whom we discussed an alternative route for new cables to be laid.

    I was told the cables needed to be laid before my new installation date and that someone would be out. This didn't happen and I continuously rang them up until my new installation date on the 27th September to say that my cables still hadn't been laid. I was assured that the engineers coming to do my installation would be laying the cables and doing the installation.

    Surprise supirse when the 27th September came (yesterday) the engineers turned up and said they aren't qualified to lay new cables and are only here to connect my boxes up. They then rang the area manger that I had previously spoken to, he assured me that a construction team would be out that day to lay the cables so the two engineers that were here could complete their job. Guess what, that never happened, these poor engineer guys kept coming back out during the day to complete their job only to find everytime that the construction team still hadn't been!

    I then rung and complained as was assured by a lady at the technical team that the installation would be completed by the end of the day. So 5pm came and the area manager decided to ring me and ask me "Are you sure you don't want us to dig up your drive?" This is a question he had already had an answer to over 2 weeks ago when I told them NO. I them asked if the team were on their way and he said no he had been in a meeting all day so was unable to arrange it!! This was a blatent lie aswell as several times when the engineers arrived here throughout the day they was on the phone to him! So he basically had no intention of arranging this work to happen even though he had 2 weeks to do so after my first installation was meant to happen. Therefore I sat in all day long yesterday under the false pretention that I would be all connected up!

    I advise if you are thinking of going to Virgin them DO NOT. The centres just tell you anything to get you off the phone and are no help whatsoever and the managers are even worse.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    Virgin Media in my opinion does not deserve any star in view of the services received so far. The services and wrong charges to my account (for service not received) is fraud.

    The home phone constantly go off or connect to another line (calls ringing on another number). In addition to the regular service failure, it is difficult to report fault and some of the customer service are rude and incompetent.

    I cannot recommend Virgin media to anyone until the service gets better, for now the service to me is bad choice of purchase - money and time wasted.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Comments
    Worst Company ever, I can't close my account for 2 months. They hang up or say that someone will call back for months.
  • Reviewer
    Location
    Newmarket
    Reviewing
    Virgin Media
    Date
    Comments
    We have had nothing but problems since day 1 .. internet not working multiple times . Tv off as usual ..
    Customer service are useless ... and will ve switching back to sky .. much better service from them ..
    AVOID THIS COMPANY !!!!
  • Reviewer
    Location
    Coventry
    Reviewing
    Virgin Media
    Date
    Comments
    SCAMMERS!!! Only signed with them cause Vodafone takes longer for the installation but now I regret not waiting. Virgin not only has a bad wi fi and internet connection but bad customer service. The are not helpful at all and tell lies. When I signed the contract I specifically said I need good wi fi and I got the fastest one (200 mbs), couple of months later they told me that is the wire speed not the wi fi speed, but even the wire does not give this much. Also they are splitting their modems to 2.4Hz and 5Hz. The 2.4Hz is limited to up to 40mbs so if you don't have a laptop that can connect to 5Hz you are stuck. NEVER AGAIN!!!
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    Horrendous. Booked installation. Never turned up. Called them and on the phone for 30 minutes to be told they cancelled the installation without telling us. Tried to say that we emailed them to cancel it, but then admitted that was not true. Told I would be put through to manager to rearrange installation and then left on hold for 30 minutes and nobody picked up. Simply want to cancel installation and never use them if this is how they treat customers.
  • Reviewer
    Location
    Warrington
    Reviewing
    Virgin Media
    Date
    Comments
    This company rip you off and blame you and your house for having no broad band. I have been with Virgin for many years. Since January I have had an intermittent connection. Every time I contacted the customer service I was told it is my house that is the issue and that there are no problems with the connection. I have not been listened to at all. I finally had an engineer a few weeks ago who said the issue is a weak signal from the box outside my house which was the issue, and increased the strength. My signal was still intermittent. 10 days ago another engineer told me that the wire from the box is damaged. He did a temporary fix, and said that I would have some signal once the green light stopped flashing - shouldn't be long - and left. I had no signal whatsoever since then. I was told someone would be out that evening, then received a text saying I would have to wait another 3 days as I was not a priority. A third engineer said the line is damaged. I received a follow up call from the same man who had previously tried to blame the layout of my house (although he admitted he didn't KNOW the layout of my house). He said 'the engineer report says that the fault IS with your house'! He had said nothing of the sort so this was an absolute lie. Yesterday Virgin's 'pull-up team' came and told me that the council seem to have cut the wire, and that they have to contact them before they can fix the issue. I get charged £51 a month for not having the broadband I pay for and being accused of saying the issue is with my house and me. I agree it is my fault as I have stayed with Virgin. I contacted them again asking to exit the contract however was told to pay £288 despite it being their fault and them not ready to fix the issue . Stay away from these thieving company. PLEASE EMPLOY SOME ONE WHO FLUENTLY SPEAKS AND UNDERSTAND ENGLISH - THIS WOULD BE A GOOD IDEA OF WHATS CALLED SERVICE. Whilst each engineer has been pleasant and polite, the customer service team on the phone have been beyond frustrating. They do not care at all.
  • Reviewer
    Location
    gt,harwood
    Reviewing
    Virgin Media
    Date
    Comments
    Had date arranged to leave next month after many years as the cost was too high and £32 OFFER on phone/broadband was only for new customers ,so I SENT E MAIL TO CEO and was pleasantly surprised to get a phone call from virgin offering loyalty discount at £32per month for 18 months. might be worth an email for others in the same boat ,I was polite pointed out how long I had been with them,and that friends and family were of a similar opinion and were also looking to find another supplier ,good luck
  • Reviewer
    Location
    East London
    Reviewing
    Virgin Media
    Date
    Comments
    I work from home and need to rely on a constant connection to the internet. Surprisingly in 2015, Virgin Media are not capable of supplying it. It can regularly go down for several hours straight, meaning I'm not able to work. The website always states that there are no issues in the area, usually a customer service rep confirms otherwise, but isn't able to do anything to fix it. I'm sure there are companies out there who provide a broadband service worthy of the name and I intend to find one asap.
  • Reviewer
    Location
    Wokingham
    Reviewing
    Virgin Media
    Date
    Comments
    Worst company ever, took over 2 months to install Broadband then I gave up as they keep changing the install date. Waste of time and money stay well away
  • Reviewer
    Location
    Northampton
    Reviewing
    Virgin Media
    Date
    Comments
    I wish I could give them less than 1. We have recently moved house and went to Virgin to get an internet connection. They explained that it will get time, as they need to check whether our house is serviced or not. We had an engineer's meeting arranged in a week's time. On the actual day this person went to completely different address in different town (3 hours away from where we live). After we went to Virgin to re-arrange the engineer's visit they said that our house is not serviced so there is nothing they could do. In a couple of days we have received a new tenant letter saying "welcome to the new property. It is serviced by Virgin and we would like to offer our internet for you". Was it some kind of a joke from the company? Btw there is a Virgin box on the house servicing neighbors. No idea how these idiots work, but glad we are not with them and not paying them
  • Reviewer
    Location
    wigan
    Reviewing
    Virgin Media
    Date
    Comments
    Absolute rubbish , trashed the cladding on front of house, then bodged the repair and tried to say wed had it done badly in first place, customer services just dont want to know theyre short of saying blah blah, to your face waited 3 months for netflix even though it was part of package , they said so what its free youll get it soon.broadband is hit and miss.and good old Richard gets a knighthood, what for fleecing folk? Absolute disgracefull company
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Comments
    I being waiting for a engineer to come to my house today to install my broadband service between 8 am to 1pm. Still the engineer hasn't arrived. I'm so annoyed. Bad service
  • Reviewer
    Location
    BROMLEY
    Reviewing
    Virgin Media
    Date
    Comments
    I was very happy plodding along with my pay as you go mobile when I received a phone call from Virgin offering me a so called fantastic deal as I had been such a fantastic customer. I was reluctant wtvfirstvas I don't like direct debits but they twisted my arm. The deal was £3 a month for 200 minutes and unlimited text but they failed to tell me that if your mobile is on roaming you get charged extra the following month I received a bill for £97 when queried they said I had been useing the internet, I HAD NOT. They then reduced the bill by £35 to save the hastle I paid the bill and told them I wanted the account closed and I immediately canceled the direct debit, they assured me there would be no further payments and that was the end of it. Today I received a letter saying they had reinstated my direct debit and would proceed to take £100 a month from my account for I don't know what, needless to say I have cancelled once again the direct debit, when I phoned them they said I was still getting billed as I didn't give 30 days notice, he phone concerned is no longer in use so how can they expect me to pay for a service I haven't used. Virgin mobile you are a bunch of crooks, Your staff cannot understand English and most of the time I cannot understand them, some people are on very low income but need there mobile phones, shame on you Richard Branson and your marketing team
  • Reviewer
    Location
    St. Helens
    Reviewing
    Virgin Media
    Date
    Comments
    Disgusting customer service ring them and try and cancel and been trying to ring them to cancel as there WiFi is rubbish and pathetic how the speed goes up and down 24/7 we have been ringing them for about 1 hour and they have just cut us off apsoloutely disgusting never ever go with virgin the worst WiFi service you can ever have go with bt sky or talk talk apsoloutly disgusting customer service and when they do answer the phone the can hardly speak any English NEVER GET WITH VIRGIN WORST CUSTOMER SERVICE AND WIFI NETWORK IN THE WORLD
  • Reviewer
    Location
    Leyton
    Reviewing
    Virgin Media
    Date
    Comments
    Wasted 2 months of trying to get broadband installed. Installation date kept being shifted for no reason, noone could explain anything. I went into the store where i was advised if noone is coming to install on the given date then i'd better cancel the contract. What a service...trying to get rid of them is also not that easy. You can only do something by calling, where they transfering you to different people and keep you waiting for numerous minutes.. I don't recommend virgin at all!
  • Reviewer
    Location
    Sussex
    Reviewing
    Virgin Media
    Date
    Comments
    My VM email address of 20 years stopped working 4 weeks ago. Ringing VM daily - am told each time, 'yeah yeah it'll be fine in an hour' - 'we'll ring you later to check'... blah...

    Still doesn't work.
    Still no call back from them.

    They are unable to fix their own simple error - or use a telephone.

    Incompetent and lazy
    No MORE MONEY FOR YOU, VM!
  • Reviewer
    Location
    Surrey
    Reviewing
    Virgin Media
    Date
    Comments
    What to say, been with them less than a month and they are rubbish. High latency and even the TV lags. Failed to import home telephone number too. Complete rubbish, avoid like the plague...
  • Reviewer
    Location
    LONDON
    Reviewing
    Virgin Media
    Date
    Comments
    If you get virgin media it will either make you mad or dipressed this is the worst network i have ever got and the custermer service is even worse it goes smoe where in india and they dont care and even botherd what you say virgin media is just rubbish
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    Terrible service. No internet connection since a week, no answer from the technicians to repair it other than "wait to see if it comes back" I have cancelled my contract with Virgin and will have another week of no internet before the cancellation can go through.I am being reimbursed £7!! for 2 weeks of no internet!! - Don't bother with Virgin because they certainly won't bother to look after you!
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    I rate your whole service at zero, your broadband is slower than my 92-year-old aunt, and when you are questioned and challenged you say The service is working properly and when asked for a new Router you tell us we have to pay for it, your call centres are a joke and run on the cheap, I will be leaving your service at the first available opportunity, after eight years of customer loyalty you treat us shabbily and with contempt,If any of you had any shame you would be out stealing for a living ! Goodbye virgin and good riddance !!!
  • 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
    Terrible
    Rude staff
    Inflated prices And more so the longer you are with them
    On hold for hours and then cut off. Couldn’t be less impressed after 15 years!
  • Reviewer
    Location
    walsall
    Reviewing
    Virgin Media
    Date
    Comments
    Having posted a review on here in mid September, I would like to confirm that Vigin Media are the very best.The very best at lying, incompetency, providing awful customer service, etc, etc. DO NOT CONTRACT WITH VIRGIN. 5 weeks on from my original installation date I still have NO service whatsoever, ie TV, Broadband or phone. Customer service non existent with lies, lies and more lies and phone calls from my mobile phone in abundance as I have no landline. Today have spent probably 4 hours plus on the phone to Virgin, CAB, consumer helpline and others trying to get my service up and running or cancel contract with Virgin. Now being referred to Trading Standards on my behalf although not holding my breath. I am recording all calls made to Virgin. What a disgrace they are.
  • Reviewer
    Location
    Ne30
    Reviewing
    Virgin Media
    Date
    Comments
    2nd time tried to submit this I am absolutely disgusted that such a big company r so disorganised and lack customer care . On Friday 28th I moved into new property waited all day for engineers and nobody turned up !!! Rang them half 6 and I was told they were running late and would ring me when on way . Nobody bothered to call or turn up !! Rang next day to b told 19th Nov was soonest after 3 calls they then said 11th and they would solve problem and ring me within 24hrs to 48 I am still waiting for call and I'm contacting trading standards tmrw as the service has been disgusting when I could have had it installed by someone else with no problems . My argument was engineers failed to show so why is there nothing in place to turn up for customers the following day ????? Disgusting service and will b cancelling the appointment for Nov 11
  • Reviewer
    Location
    Cambridge
    Reviewing
    Virgin Media
    Date
    Comments
    Dreadful.

    Literally THE worst broadband service I have ever encountered.

    I'm on Virgin Media Business Broadband and have hours of downtime every week - It's impossible to get work done consistently, useless support from overseas call centres that have terrible training, never call back, useless engineers and even 2nd line support has no idea why we have no Internet every week!

    AVOID!
  • Reviewer
    Location
    swansea
    Reviewing
    Virgin Media
    Date
    Comments
    leaving virgin after being with them nearly 10years. only need bandwidth of about 4mbs for iplayer/netflix and paying full whack for high speed and they just put prices up.currently getting 2mbs download.and this is happening intermittently for months, going to get BT line installed asap and go elsewhere cheaper and consistently faster.
  • Reviewer
    Location
    Stanmore, Middlesex
    Reviewing
    Virgin Media
    Date
    Comments
    We were due to transfer to virgin phone, broadband and TV on 18th June 2015. Installer for internal connection kept appointment and was very helpful However installers to connect box simpler failed to keep appointment so we have no service luckily existing supplier of phone and Broadband did not discontinue service. I complained to Virgin and installers are due to come back on the Saturday meaning we have to cancel our weekend plans
    Virgin promised seamless trouble free change.
    This is anything but

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.