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)

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.

4,200 Customer Reviews over 420 pages

  • Reviewer
    Location
    liverpool
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    PLEASE PLEASE do not use this company. Like many other ex customers on here it is an absolute nightmare trying to leave them.I have been on the phone (passed from pillar to post), written letters which are ignored, been on live chat and recently been on WhatsApp from Thursday through to Monday, including Saturday and Sunday.Their messages make no sense at all and they are billing me in advance for services I have cancelled and should not be paying for.I cancelled from 6th Feb and they are charging me for the whole month, March, April and May.I have cancelled my direct debit and waiting for them to sue me for non payment for non existing services....I am keeping a record of all the WhatsApp messages and will be sending them to my MP to peruse. If there isn't a law covering this sort of exploitative tactics by companies then there should be.They are absolute charlatans and their customer service is an joke.....unless you are signing up with them of course!
  • Reviewer
    Location
    Watford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely terrible (that's the polite word) company. The worst broadband provider I've been with.
    They have the worse customer service team who only follow an on screen process.

    I have been without internet for 2 weeks, I have had 3 technician visits, all of which I have had to wait at least 48hours when making the appointment for, and each one of them have turned up late without any notice to us on their whereabouts.

    Each technician tries to resolve the problem, says it is fixed, does not wait around to check as I requested, 15mins later the same interenet issues start to happen. I then wait hours to get in touch with the call centre who then spend hours trying to identify my account, and check the router from their location.

    They have bene absolutely useless at resolving the problem and make it a prioetiy, each time I call the call centre worker acts as if this is a new issue, I have been without internet for weeks this is not a standard case. And apparently there is no management to pass the case to.

    I would say this is the worse customer service ever experienced, they have lost my business and will continue to lose more.
  • Reviewer
    Location
    Sheffield
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    True my shocking doesn’t quite cover it. New customer and had a query on a landline which Talk Talk wanted to know (current provider) when I finally got through after hours of waiting the person whilst used the English language clearly had different definitions to me. I would say ‘no’ and she proceeded as if I had said yes. Waste of time shysters.
  • Reviewer
    Location
    UK
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    AVOID AVOID AVOID

    Had to take them to CISAS due to their incompetence and appalling customer service, Conclusion from CISAS

    a. The company has broken a term of the contract and has failed in its duty of care to the
    customer.
    b. The reasons given by the customer are sufficient for the company to remove the ETF or
    termination fee from his account, provide a written apology and pay compensation of
    £75.00.
    11. Therefore, my decision is that the company shall remove the ETF, provide a written apology and
    pay compensation of £75.00.

    If your a customer don't put up with their crap and if your not don't join them!
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    An awful unstable service which had a detrimental impact on my revenue streams (I facilitate workshops virtually).

    Despite a speed test saying there was 300MB+ download it could take a minute to download a webpage, would simply stop working at times, the hub would turn off or start flashing a different colour.

    I am going back to BT which is 10% of the speed (40MB not 400MB) and a little more expensive but we had it for 5 years before Vorgin without a single incident.

    Virgin - it is just embarrassing. I've done video calls on 4G with one bar at a higher quality than your 400MB wifi.
  • Reviewer
    Location
    Ch430rp
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Constantly drops out and no success with the help line and engineers to sort the problem. Will have to change provider
  • Reviewer
    Location
    Exeter, UK
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    WORST INTERNET PROVIDER!!!
    They raised their prices 3 times during our contract and would not provide me a way to exit out the contract. Very hard to get rid of them. Very very bad customer Service. Never ever going back, even if they provide their services for FREE!
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    I set up on virgin media business broadband in order to get a better, more stable service
    My service started on 13 Dec - Virgin did not tell me of a major fault to the service. This wasn’t fixed until 5 Jan
    I’ve had other loss of service incidents in Jan and Feb. My phone line still isn’t connected
    I’d strongly advise to listen to the many, many negative reviews on this site, and stay away from this provider. They are truly awful.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Absolutely terrible company. The worst broadband provider I've been with. Too many bad experiences to list but here are a few:

    They provided a router which randomly resets its configuration so I randomly find all my devices are no longer connecting and have to reconfigure it.

    When I ring up about the problem router they tell me that I must be resetting the router and they won't give a replacement despite there being dozens of others in the same situation on their own support forums.

    When I left them I rang up to check if there would be a cancellation fee before signing up with another provider. They told me there wouldn't be so I signed up with another provider and rang back 5 days later to cancel my virgin account. At this point they pulled the ol' bait and switch and told me I would be charged a £241 cancellation fee.

    When I asked to complain about this I was told as I already had a complaint in progress I could not make a complaint. I promptly went to their website and made a second complaint which it turns out is entirely possible.

    I'm now £241 out of pocket but it was worth it to leave this nasty company.
  • Reviewer
    Location
    Maidstone
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    TO ALL PEOPLE WHO MAY WANT TO BECOME A VIRGIN CUSTOMER!!!
    Please be very very careful with that organisation of FRAUDSTERS.
    If you want to cancel the contract you will not be able to do so!!!
    I’m a customer of Virgin over 10 years and now decided to cancel the contract.
    UNFORTUNATELY THERE IS NO CHANCE TO DO SO BECAUSE THOSE CHEATS EITHER NOT ANSWER THE PHONE OR HANGING THE PHONE DOWN ON THE MIDDLE OF REQUEST.
    So in very simple words that organisation simply breaching all possible consumer rights and forcing you to stay with them as you have no chance to cancel your contract.
    Me and my wife spent hours and days on the phone but they simply not dealing with our cancellation request.
    PEOPLE BE VERY CAREFUL WITH THOSE FRAUDSTERS!!
    We now cancelled our direct debit as this is only the way to get rid of them and also will make a complaint to Financial Ombudsman.
    Do not take any contract with them because if you will than it will be forever
    AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID

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.