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 841 customer ratings since 2023-07-21 (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
    lewisham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    We switched from BT to Virgin over a year ago in our efforts to be more cost effective and now we're switching back to BT because of poor internet connection. I work from home and the situation is now impossible. They say you get what you pay for, I don't recall these problems with BT and I wouldn't recommend Virgin especially if you rely on it for work purposes.
  • Reviewer
    Location
    Falkirk
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Was promised this, that and the next thing.

    The only thing that works without problems is the phone line. Broadband 100Mbs? more like 9-21Mbs.
    TV - picture keeps going and sometimes sound isn't in sync with picture.

    ITS MY FAULT. MUST BE MY EQUIPMENT. MUST BE MY AREA.

    There is nothing wrong with my equipment - supplied by them.

    Would not suggest anyone to touch them. If I knew this on 10/08/14 then I wouldn't have bothered.

    Customer Service - Whats that? Don't think virgin knows what that is either.
  • Reviewer
    Location
    london
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible service. Broadband and wifi constantly breaking down.

    Expensive and poor customer service. Very poor value for money!
  • Reviewer
    Location
    United Kingdom
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    have been working as a key worker for some time now helping a man with learning difficulties take back control of his finances and manage his debts.

    Unfortunately over the past few weeks I have had to deal with virgin media. Within the call centre I have been told conflicting information time and time again and it boils down to the fact that as a company they are completely incompetent.

    The man I work with has obvious learning needs, he was sold a product via a door to door sales man which was £7 for 6 months and then £14 per month thereafter (18 month contact).
    The issues I have are 1) the man in question isn't capable of attending a doctor's appointment alone, so how they can think he is able to commit to paying for Virgin Media is beyond me...
    2) the month virgin was installed he was arrested held in custody. He was incarcerated for 6 months (he has mental health issues) at the time virgin were contacted and told that he would be unable to pay. At this point they took his box and the service with them ended.

    From this moment onwards, virgin have pursued him for just short of £70. This amount is small, but he has no money and is unable to pay, Furthermore, he should never have been sold the product to begin with.

    When I have spoken to virgin about the account they informed me that if I was able to send proof they would write off the debt as a gesture of goodwill. I sent in proof of incarceration and from then on matters with virgin have got worse.

    Today I took it to a complaint within the call centre as it had gone on too long, I was patronised by an utterly incompetent 'manager' called Leanne after I had been kept on hold for 30 minutes (on a 0871 number!!!) I explained the situation, she then bluntly told me that he has signed the contract and therfore had a duty to pay. When I elaborated that the guy I work with in unable to read and write and was clearly taken advantage of and miss - sold the product by the sale's man she was unsympathetic and said they were unable to reduce the balance.

    Virgin Media record calls, but informed me they are only listened to for training purposes... so as a result they are unwilling to listen to the call to find out if I was misinformed and unwilling to listen to find out whether or not someone called when he was incarcerated...

    I find this company's conduct completely unacceptable in their treatment of vulnerable people. They need stopping.
  • Reviewer
    Location
    Widnes
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I got great service in the St Helens Store when I signed up for a Big Kahuna package. The guy went through everything with me and matched big to this package he was very knowledgable and even when I got installed the engineer was great to. Very happy with my 152mb broadband. Great quality product. If you are looking to sign up I highly recommend going into this store or contacting them on 017447393939.
  • Reviewer
    Location
    East cote Road south harrow
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    Comments
    after 15 min on the telephone frustrated and angry i got passed on to amey she was so helpful and friendly. i she calmed me down and seemed to be in my best interest the way she dealt with the problem was really good.. in the end i was for 25 min on the phone/hold and still ended up thanking her.. good costumer service from her!!
  • Reviewer
    Location
    North West London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Router / Modem needs rebooting a few times a day.

    They cannot seem to fix it.

    Now they won't let me leave the contract without a penalty.}

    Make up your own mind.
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We have been with Virgin for 9 years, and for all that time, all we have received is a load of CRAP.

    We live in a fairly rural zone, so obviously you wouldn't expect fibre to be in our area. However, that is no excuse for the use of lines that are actually ERODING, making our internet among the slowest in the UK. As a student, internet in our day and age is key for my success, and when it's constantly running at speeds of up to 60 kb/s and/or shutting down on its own accord, how on earth am I supposed to get anything done?! I have had trouble sending off assignments to teachers, getting me into serious trouble, and all because Virgin couldn't get their bloody asses in gear and change the phone lines! Even if you walk up our road, you will see new lines in place. But not for us!! And we're paying what BT customers do for fibre! It's a bloody joke!

    One time, the phone lines had been cut due to the winter storms. But when we called Virgin to inform them about the problem, they were absolutely useless!! We had to wait 5 days for it to come back online, and ever since then, it's never been the same. Whenever we call Virgin and complain about the reception, they tell us it's BT's fault because they own the lines. Then when we call BT, they tell us it's Virgin's fault, sending us in never ending circles.

    I'm sick and tired of having internet which does nothing modern day internet should. I now know why they're called Virgin, it's because they have no experience at anything to do with internet!!
  • Reviewer
    Location
    London sw1
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I have had countless problems their service is up and down like a yoyo. Their customer service is typical of a company which does't care about its customers. Their indian call centre are willing but clearly not trained. Like all things Virgin, its just a brand with great advertising and poor quality product and service.
  • Reviewer
    Location
    Ilkley
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    This company lies constantly! They tell you what you need to hear on the phone but this never appears on your notes and never happens. We were mis sold our original package (as it seems is pretty normal), we had our tv installed and then broken so we didn't have service, we were told the original item we had been told didn't exist does exist, we were promised a discount and that lasted 1 month and then surprise surprise there is nothing on our system showing this agreed discount so now you have to pay double! They pass you from pillar to post, patronise you, have no clue (one person will tell you it's not possible, the next will send you an engineer and the final person of you're persistent enough will do it for you over the phone) and lie constantly. The worst is they talk over you and don't let you speak. Awful awful company I would NEVER use Virgin again and make a point of telling everyone I know not to use them.

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.