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 850 customer ratings since 2023-07-18 (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.

4,708 Customer Reviews over 471 pages

  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Broadband price rises from £28 to £69. Call virgin media customer service, passed over 4 times and waiting for over an hour, the agent just hanged up and refused to cancel
  • Reviewer
    Location
    Suffolk
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Honestly do not even think about using this unreliable poor customer service provider you will regret it
  • Reviewer
    Location
    Summerseat
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Dreadful, after poor installation the whole lot stopped working and I was without internet andtv for 3 weeks. Very amature installation with exposed cables outside and a protective cover that was hanging off. Nobody was willing to come and look at the mess, the customer service is by far the worst experience I’ve ever had, they could not care less and resolved nothing, nasty company, AVOID
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Constant service cuts of over 24 hours with no previous warning. Completely unreliable, had to pay for a second Internet connection as it was not possible to use this one. Avoid at all costs.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid Virgin at all costs. They charge exorbitant fees to cancel the contract, but also charge ridiculous fees to do anything in general. We upgraded our broadband to the most costly package because our wifi was working so poorly. The upgrade didn’t help and customer service was not helpful whatsoever in trying to rectify the issue. They made us go through the whole process of using their app to assess the broadband in each room. The app showed the quality of our broadband was poor in more than half the rooms, yet we still didn’t qualify for wifi extenders to be installed. When we inquired further, we were told they could send an engineer, but if they “decided” nothing was wrong, they would charge us £25 for the visit. Absolutely ridiculous, don’t waste your money!
  • Reviewer
    Location
    Heartfordshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    It isn't obvious but Virgin line quality is shockingly bad. Most of the time browser caches and video buffering will hide the line drop outs. Poor line quality is hell for VPNs required for working from home. Spending fifteen minutes waiting and wondering what is happening while the router resyncs and trying to work is frustrating. Also the DNS servers occasionally go offline which makes using the internet next to impossible, but you ARE still connected confusing support staff. And Virgin won't mention this.

    Our Tech Support Staff echo the comments about Virgin being the worst broadband supplier. DON'T use Virgin for working from home.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Tempted by low prices and promise of fast speeds, I am now trapped in a hell of no or intermittent service, and non-existent technical and billing support. My broadband has been out completely for days on end, and also intermittently cutting out for over four weeks. Virgin neither warns, apologises, nor compensates us. I’ve had to conduct important meetings from my phone sitting on a wall outside the house.

    When I have tried to contact them I get obsequious apologies and absolutely zero help. I submitted a complaint; they responded that “we just checked your service and it’s fine, we are closing this complaint” - even though their records should show that engineers and subcontractors had been sent to our road every day for two weeks! Oh and I got an email announcing an 8% price rise after another weekend with zero service.

    In despair after an online presentation and online PhD examination had to be cancelled because of unplanned outages, I tried to cancel my contract. Was told I owed £200 in penalties for early cancellation. I refused to pay so much money for such a faulty product. They said, call 150 and speak to the technical team, maybe they can waive the extra fees. I can’t call 150 because my landline is out. So I call the costly number from my mobile and try to get through to technical support and get a recorded message - “there’s a fault in your area” - then bumped straight back to the main menu.

    It’s impossible to speak to a human or get hold of anyone who will take responsibility or can help us. I have lost huge amounts of time and am going mad with stress and frustration. The worst consumer experience I’ve ever had, and it has been the same for every Virgin customer in my road - all of whom are switching at the first opportunity. If my suffering helps one other person to avoid this horrible catastrophe of a country, that would make me feel a bit better. The regulators should shut them down; they should go bankrupt.

    Going to try to post this now before the broadband goes down again
  • Reviewer
    Location
    Staffs
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I gave the engineer freedom to put the router in the best place and explained we'd had problems before with Wi-Fi reaching all areas of the house. He assured me their hub was the best on the market, with super strong reach and great connection speeds but that if we did struggle then Virgin would supply us with a free mesh pod to help. That was not true. The reach is worse than it was before and they want me to pay an extra £96 a year to improve it with their pod. When I asked to put a complaint in, I was told I'd get an email in response. I was not told the agent had closed it himself and marked it resolved without any such agreement with me. We've been a customer less than a week and I'm now trying to decide whether to use the 14 day cooling off period to go elsewhere or to stick with it and go to the Ombudsman. It's disgusting how poor the service has been and how bad the connection is.
  • Reviewer
    Location
    Leicester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    If you have a stable connection and all is working as it should there is no issue. I was happy for a long time. However when I tried to leave it all went wrong.
    We are moving abroad so we had no choice but to cancel. As we knew we were leaving we let our contract expire, knowing Virgin did not operate in the country we are moving to ( thankfully!)
    I gave 30 days notice as per my contract and told virgin we had sold our house and the sale was completing on 24th April. We were told it was fine and our purchasers then applied to move their services to the new address on 24th April. I have emails for both transactions. On Monday we woke to find all our services disconnected and this week I have tried to get them reinstated. It has been an absolute nightmare. Lies, broken promises, breach of contract aside there is absolutely no way to get my services back and the best they can odder by way of compensation IS THAT THEY WONT CHARGE US FOR THE REST OF OUR CONTRACT ( for services we have not had!!!)
    Like many I am left wondering how their customer services have been allowed to get this bad.
    Oversees call centres and limited access to systems aside I cannot believe they can cancel services with no notice, without redress to their own contract and just shrug and say tough when all I want is for them to honour their own contractual obligations.
    This is a company to avoid. All the major customer review sites have them just above a 1. The only reason for that is you cannot score them as 0
    AVOID AVOID AVOID
  • Reviewer
    Location
    Blackburn
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      2 stars
    Comments
    Absolutely shocking customer service and contract.

    You should seriously consider before signing a contract with Virgin Media since the price IS NOT fixed. Unless you're happy to pay for more than what you've contracted for, go for it.

    Also, their customer support is absolutely shocking. Cheap outsourced Indian call centre who read off a script.

    Virgin Media simply doesn't have the reputation it used to have

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.