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 2718 customer ratings since 2021-08-07 (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.

4,224 Customer Reviews over 423 pages

  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    AVOID!!! Easily the worst broadband provider I've ever had the misfortune of using. We pay for 100Mbps and its fantastic when it works but it also drops out regularly. For the past week I've not had speeds above 20Mbps for very long and it cuts out constantly. I need a high broadband speed for work and this is really unreliable, also no way of exiting the contract without paying huge fees. Once they have you locked into a contract they don't really care about providing usable internet, they just want your money. The customer service people are pleasant enough and quite a few have been very friendly (I only rate them two stars as the company itself make no attempt to fix issues) but sadly they're limited in what they can do to fix persistently bad broadband speeds (I've been with them 18 months its not improved at all). I'd give a zero for overall satisfaction and reliability if I could. Virgin don't care about their customers, very unprofessional and fraudulent.
  • Reviewer
    Location
    Watford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Absolutely Awful service I am paying double what I paid my previous provider for the same speed. The first month I had no service for 48 hours meaning I couldnt work. Their customer service is appalling - refused any compensation payment and sent robot replies to my complaint.
  • Reviewer
    Location
    uk
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    where to even start ...

    Service is unstable and inconsistent if i had the option to go with another ISP i would have a long time ago however in my area VM is the only provider available.

    the customer service agents are rude, inexperienced only know how to follow a scripted set of instructions and will go silent for 5-10 minutes before just hanging up on you wasting at this point 20-60 minutes plus phone call just so you have to ring back up and start over... oh and they will easily lie to you for a temporary resolve

    they do not follow or care about complaints or if their service is not working as long as one device is connected out of many you may have that seems to be an acceptable reason for them to say its working

    they seem to not be able to change adjust or amend any settings any other service provider would have the options of changing despite them being a sole company (not like bt /talktalk /ee who operate via openreach) i asked if they can't get these things changed who can and the answer was literally no one ...

    they only seem to care about being paid the money for the service and not upholding their side of the deal providing said service even when they are clearly going against it for example i have 1 gig package with a guaranteed minimum speed of 550mbps i constantly get 250-300 mbps but they say thats ok.

    they have no respect for ones feelings or conditions or the fact they cause stress.

    i have been with them for over 5 months now and all my devices were working up till a few months ago i started getting the below guaranteed speeds. last week for no reason my xbox wont connect via Ethernet and it will even stop the xbox booting up while plugged in (just get a black screen) i showed them its not my xbox by using my mobile phones internet via hotspot and it loads up and connects straight away no issues they still refuse to say theirs an issue on the home broad band side despite showing them /the engineer.

    this is literally the worst ISP i've ever had in the 20 odd years of using internet and by far the WORST customer service team ive ever had to talk with.

    they forced me to install whatsapp an app i'd rather not use, all the live chats/phone calls start with a stupid robot ai system that's pathetic then when you eventually get to speak to a live person its no different feels like they for got about feelings altogether.

    seriously AVOID this scumbag service it literally will make you stressed or depressed

    i wouldn't even say their worth the 1 stars but i had to click them
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      3 stars
    Comments
    The service is pretty fast when it works however it goes down more than any other provider I've tried. They increase the price by a few £ every few months and until your 18 or 24 month contract ends you cannot leave. I am currently trying to leave, this began at 4:30pm yesterday, I called their customer service, waited on hold for 25 minutes and was immediately hung up on when I got through. I called again and was given the option to communicate via text, which I selected. I got a text which I replied to, answered a number of questions before being told the conversation had to move to whatsapp, spoke to someone on whatsapp who asked me a load more questions (many of which I had already answered) before being told I would be transferred to someone to deal with my query. After 25 minutes I spoke to a person who asked me a load more questions (many of which I had already answered, sometimes twice) he then said he couldn't deal with my query but would transfer me to someone who could. 17 hours, yes 17 HOURS later I got a reply with another person asking me the same questions yet again. At the end of virtually every message I said please just cancel my contract. He kept offering reductions in prices (despite me previously being told that was not possible) but not anywhere near as cheap as new customer offers. It is currently 10:52am, the person has finally agreed to cancel my contract...in 30 days time.
  • Reviewer
    Location
    Bexley
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Worst broadband service and customer service ever. I paid good money for 100mb per month and the broadband always down for no reason and the speed hover around 50 to 100mb, most of the time between 50-75mbps.. complaint many times about it they end up telling me there are too many devices in the house so asked me to upgrade to 200mb and I did to try it out, end up same problem, speed mostly 30 to 50% slower and broadband line is unstable and disconnected. now the broadband is offline for 3 days.. I am leaving VM for good, waited more than 1 hour for customer service to connect me to 'cancellation team'.. worst provider ever..
  • Reviewer
    Location
    Mansfield
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Don't sign up to virgin media. Although the speed is good, it is impossible to leave as there is not a easy or even possible way of contacting them. Basically it is a trap where you cannot leave. Very very unprofessional and fraudulent. Customer reference number 825164704
  • Reviewer
    Location
    York
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    Positives first. The broadband is very fast.

    Unfortunately only when it works. People I know have been with virgin for a long time and have rarely had issues. Postcode lottery maybe.

    Been with virgin over 2 years. Sporadic dropouts ever since joining for hours at a time sometimes. Nightmare getting in touch with customer service. Get fobbed off with lies like "issues in your area" when my neighbours don't have any. Lost count of how many phone calls I've had explaining that you may fix the connectivity issue today, but there's clearly an underlying issue and it will dropout again, but they just don't listen or understand. They've finally had an engineer out who said the issue is with the line and someone will have a look. Nobody came and they're booking me another engineer to come to the house for some reason.

    On the live Web chat they'll book you an engineer days away whilst advertising a paid service for next day engineer appointments. I've had an on-going issue for this long and they have the ability to fix it sooner but won't.

    Compensation scheme requires 2 consecutive days of no service. Everyday for nearly a month I've had dropouts for hours at a time but don't qualify for compensation.

    Most providers are obviously not without their faults, but in my experience I advise going elsewhere. I had no issues with Plusnet or Tesco.
  • Reviewer
    Location
    Northamptonshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Utter rubbish joke of a company with no idea of customer service where they rely on untrained lying incompetent staff who in 99% of cases are clueless. The broadband is unreliable where it keeps dropping out and nobody at Virgin clueless Media cares! I Have since given up and given notice to leave this incompetent company
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Incredibly obnoxious and irritating customer service who make no attempt whatsoever to give you what you want, just try to sell you more expensive packages.

    Bizarre and annoying insistence on making you sign up to a TV service you don't want, leaving us with useless TV hardware taking up space in our flat.

    Our broadband (the 350 tier) is unreliable.
  • Reviewer
    Location
    Chiswick London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    constantly dropping out and website saying under repair. can't rely on this to do work from home.

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.