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 4251 customer ratings since 2021-01-26 (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.

4,045 Customer Reviews over 405 pages

  • Reviewer
    Location
    Newtownabbey
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Been with them 25 years since dial up days. Broadband fine. then they made an error and disconnected my services. When contacted them got the runaround for 4 days. Can only contact by Whatsapp or a Premium number. They do not answer Whatsapp immediatley. conversations lasted for over 11 hours over 3 days still not reconnected. Got fed up and told them not to bother reconnecting. Was promised and lied to for days. Transferred to seven different advisors in 43 minutes. None did anything. Useless
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    No Internet for 11 days.
    In the meantime, I am forced to use the data on my phone and am over-consuming. Virgin refuses to refund me or give me extra time.
    I've just spent 2 and a half hours with the different virgin "customer service expert" who pass the buck and disconnect, leaving me with their useless bot.
    Pathetic and useless.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Not directly broadband issue but since most contracts are dealt with as a package...Just putting this on here in hope it stops others suffering the same. My father has just had to move into a home due to terminal cancer, so my sister rang virgin media to have the phone contract for the family home changed into my mums name, they said that wouldnt be a problem but maybe at same time it was best to update the contract to a new version with a better deal. At this point nothing was ever detailed about any break in service. But then disaster strikes the landline is cut off and an along with that an emergency pull cord system that my mother needs due to severe ill health and disability is no longer active and when you ring up and spend an hour and a half explaining you are still told youll have to wait another 5 days at which point they might get you back online. Totally disgraceful company. So people please be aware they dont tell you the consequences of changing contracts
  • Reviewer
    Location
    Chiswick
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst and unfair company ever. I just want to walk away as soon as possible. Who is thinking to sign please dont. Setting up wrong contracts, sending wrong bills and when you call then to seek help no one even helping you, i even having issues to cancel contract. Manager Sarah lie that will call in 2 hours and never call been recieved, assistants as Mia, Trisia and many others unprofessional, unexperienced. Extremely dissapointed.
  • Reviewer
    Location
    Manchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The service is just awful, they charge an extortion every month and the wifi just randomly disconnects throughout the day.
  • 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
    Hambledon
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    9 months to cancel a Virgin line and no refund
    It took 9 months and CEDR to cancel my contract with Virgin who paid £250 compensation but refused to refund the 9 months of charges: -
    I had a land line with Virgin Media for many years but moved 6/1/21 to an area that Virgin did nor service so wanted to cancel my service. I tried to do this using the online system but it did not support cancellation. I tried using the online chat function but they kept me waiting until I lost the will to live. I emailed Virgin who insisted that I phone their retention team. I tried to phone the retention team and sat in a phone queue until my patience was exhausted. I lodged a complaint through the Virgin Complaints process and asked to be contacted by email. Virgin phoned me while I was driving and left a message asking me to call them. I tried and sat in another phone queue for a while. I kept emailing with no success so took the case to CEDR (meanwhile, Virgin were still debiting the monthly bills for as service that I was not receiving). I received an offer from Virgin as follows:- "£250.00 compensation, as a gesture of goodwill....Cancel your services free of charge. Once again, please accept my apologies for the inconvenience caused as a result of the delay in cancelling your services". It was now 29/7/21 so I reluctantly accepted expecting the money to be credited to my account. Nothing happened so I followed up and Virgin told me that it was company policy to only offer refunds by cheque. I eventually received a cheque for £250 but Virgin were still debiting my account £25.85 per month. I received approximately 10 calls from the Virgin Retention team asking if there was anything they could do to retain my business. My account was cancelled in Sept but my money was not refunded and Virgin does not accept complaints from cancelled accounts so I went back to CEDR and raised a further complaint. Virgin challenged this under CEDR terms and conditions saying that a complaint cannot be accepted if it relates to a previous complaint. I responded saying that Virgin had failed to properly deal with the previous complaint but CEDR upheld Virgin's position. I shall also be lodging a complaint against CEDR.
  • Reviewer
    Location
    Ipswich
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Very unreliable service. Broadband drops out most days, sometimes for minures, other times for hours.
    Virgin blame you, but cannot explain wht it starts to work again without you doing anything.
    Customer service is useless, and the information on the website is bogus.
  • Reviewer
    Location
    Cumbernauld
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Home move scheduled for the 1st of October. Changed to the 17th of November by them. Pit dug at the front of my drive, 17th came and went as they cancelled the install. Now the 24th and still have the pit at the front of my garage with no end in sight.
  • Reviewer
    Location
    CARDIFF
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst Internet provider on the planet, not deserving of any stars only have them one because zero isn't available. Constantly goes down, customer service are poor, very very poor overpriced product, my advice is avoid at all costs

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.