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
    3.1 stars
  • Reliability
    2.9 stars

Based on 4879 customer ratings since 2020-11-30 (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.

4,013 Customer Reviews over 402 pages

  • Reviewer
    Location
    Cheltenham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Total garbage. The router reaches about five in in any direction, beyond that you’ll need an extender and virgin knows this and has done ready to sell to you. Up close the speed Is good….But it constantly drops out and gets stuck loading web pages. Customer service is typically atrocious, they will simply avoid you and cut you off. Knowingly taking money for such purposefully abysmal service is verging on plain evil. Avoid.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Been having intermittent wifi for around 7 months now and nothing has been done by Virgin to fix it. Each time I try and call them, I get the same answers “Have you tried rebooting your router?”. 2 engineers came and did nothing useful. Virgin are aware of the issue as there is an automated message saying that there is a wifi issue in my area, however when getting through to a person on the phone, they seem completely unaware of any faults. In addition, sometimes when I call they say it will be resolved by a certain date, however this date then rolls over to another date in the future and Virgin act like these issues are completely different when the intermittent connection has been the exact same the whole time. Avoid Virgin Media if you can.
  • Reviewer
    Location
    Beddau, Pontypridd
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    -100, after virgin came around installing new cables and convinced us their network was the best we changed over from talk talk. i wish we never bothered, absolute crap, keeps dropping out, rubbish .
  • Reviewer
    Location
    Grimsby
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Absolutely rubbish customer service. My husband was told visit by engineer would be Thursday, we waited in all day and cancelled appointments but no engineer arrived.We contracted customer service and was told Saturday was the arranged day not Thursday. The operator was very unpleasant when my husband told her we had been given Thursday for appointment. The staff should get their facts right AND NOT BLAME THE CUSTOMER SO NBNBNBNB RUBBISH CUSTOMER SERVICE STAFF!!!!!!
  • Reviewer
    Location
    Emsworth
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Having for over 2 years complained to virgin media about my internet dropping out tonight was last straw when bidding on ebay my internet dropped out at last minute in bidding really unhappy but will complain tomorrow and be told wait in for half a day for poorly educated engineer which I question his ability to sort problem.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I've always had issues with Virgin. Their broadband is OK, but whenever there are issues (and there are regularly) their customer service is the worst in the biz.
    I moved house, and was assured my contract could carry over. It did not.
    They gave me a new contract paying significantly more. I've continued to pay the wrong fee, because otherwise, my credit rating would be affected. I've been trying to get the bill adjusted for months. Waiting hours on the phone, on the 'Chat'. When I finally get someone, can barely understand them and they invariably never actually make any changes, despite promises to do so.
    Stay away from Virgin...
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    Absolute garbage. WiFi is intermittent at the best of times, you do NOT receive the advertised download/upload speeds and then have to deal with poor custmomer service on top of it all. Please avoid.
  • Reviewer
    Location
    United Kingdom
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    The worst company EVER!!!
    I'd give zero stars if I could. The service I received was shocking absolutely atrocious, we moved houses over the weekend and planned it accordingly to ensure that we have our broadband services moved as quick as possible to ensure that we can continue working from home ASAP. I did my part of the job by contacting them and making them aware of everything, it all seemed great moved into our new home and then comes Monday the day the engineer is supposed to come to get it all started for us. The time slot I was allocated was between 8:00 to 13:00, we waited, waited and waited no one turns up, no msg/call nothing I call virgin Media up and then I'm told well the engineer couldn't find parking space near your location, so he decided he couldn't do the job and left. But, I insisted I wasn't contacted at all and I they would have then I had a free parking spot that I would have let him use, then comes all the shocking couldn't care less attitude from this global brand. They say the earliest we can reschedule is the 12th of November, I let them know I wasn't having it and that we needed to get back online ASAP or we wouldn't get paid..! She said she'll see what she can do, then comes back and says that they can reschedule an engineer to come back to our place at 21:22 on 01.11.2021 I was like that's fine but it the engineer doesn't turn up then we'd like to cancel as Virgin has screwed us over! So, agent 1 (girl) said she'll transfer me over to another agent to get that looked into and there I spoke to Dean (Agent 2), he also confirmed that the engineer will come back at 21:22 and apologized for the inconvenience and stuff and I said I'd like to log it as an official complaint. He said he was unable to log it as he didn't have system access, he confirmed he input all the notes and reiterated it to me and said he'd transfer me to another agent to log my complaint and then he transferred me over to Adam (Agent 3), who said he couldn't see anything and wasn't to sure why I was transferred to him as well, he also proceeded to say that he can't log my complaint and transferred me to Tony (Agent 4) who said he'll look into it went about doing his job placing me on hold 5 times only to comeback and say no engineer will turn up today and the earliest availability was 15.11.2021 that's 2 weeks without pay due to the incompetency of these bozos! I lost it and had a go at him and said let me speak to a manager, he kept insisting there's no manager and transferred me directly to another agent, Chloe (Agent 5) and she insisted I do my DPA checks as she didn't know anything about why I was put through to her, so u went ahead explained everything and said I need to work from home, so broadband is essential in the midst of this she had the audacity to ask me, can't you work from the office - I mean how could she? I live in a family that has vulnerable people, so due to their error I should risk my family's and my life, she was totally unhelpful and said she couldn't log my complaint either and that no manager will take the call.

    Now, I'm left with no broadband unable to work, rent to pay, no wages for two weeks and all I'm asking is if virgin weren't able to comply with their end of the delay then I should be allowed to cancel the contract without being penalised and move onto a company that values their customers. I tried to do the right thing and allow Virgin to rectify the issue, but since I'm unable to log a complaint despite being on the call for 2 hours 30 mins plus. I will proceed to the FOS, luckily I have recorded all the calls as I had a feeling I'd just get passed around from pillar to post!
  • Reviewer
    Location
    Castleford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      2 stars
    Comments
    This company has treated us the worst of any company we have been involved with customer service shocking they can't get bills right every bill has been seriously incorrect and and there's no end to there confusion of sorting anything out,absolutely the worst.
  • Reviewer
    Location
    Cambridge
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      2 stars
    Comments
    WiFi frequently down, several times a day for varying periods. Occasionally have trouble-free times. Customer service is difficult to get hold of, takes forever and the recorded messages are irritatingly unhelpful. Have had to spend money I can’t afford on mobile data. Been with them many years and they get worse.

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.