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
    Rugby
    Reviewing
    Virgin Media
    Date
    Comments
    I wished to update my account but had forgotten my password. The contact us help refused to help for a week and it wasn't until I reminded them they had my phone no and was it beyond their imagination to ask someone to ring me and that I was changing supplier. I then received two separate phone calls offerring to help - their first security question was could you tell me your password. My cousin told me she was in tears having spent an hour trying to cancel the account her grandmother had with Virgin when she died, and her grand-daughter did not know the password. Surely this is something which happens on a regular basis and there should be a dedicated team to help bereved relatives at such a difficult time without adding to their grief. A friend has just left because of a replacement package for the now obsolete one he was happy with, of course the new package was more expensive and had features he didn't need.
  • Reviewer
    Location
    West Bromwich
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    So far been with Virgin Media for 24 months for the first 18 months I had TV (Tivo and V+) Broadband and Phone had been perfect. after my contract finished I cannceld the TV pavkage and upgrade my broadband from 100MB to 152MB now it my first time with VM and got to say the best ever. Even helped me but canceling a 3 months bill due to been laid off. THANKS VIRGIN MEDIA AND THANKS RICHARD BRANDSON NEVER BSKYB AGAIN
  • Reviewer
    Location
    North Yorkshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Just avoid Virgin Broadband. Yes its fast - but you pay a lot for it, its just not worth it. The awful thing is they’re covered in slimy sales techniques and they’ll do all they can to patronise you and make your life miserable. For example, you can’t find out what anything costs its all how much money you’ll save, well whoopee. Their website is awful, its complete marketing bull. Every time I have to deal with them a little bit inside of me dies. I’ve spent 18 months looking forward to the end of my contract and now I’m cancelling all they do is try and sell me more crap at extortionate prices.
  • Reviewer
    Location
    United Kingdom
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Virgin Media is without a doubt the worst internet service provider I've ever had the misfortune of having to deal with. Although the connection speed is decent when available, the reliability of the connection is horrible. I will be choosing a new ISP as soon as I am able to do so.
  • Reviewer
    Location
    Chandlers Ford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Just used UK broadband Speed Test - download speed 0.9mb - upload speed 0.7mb - price £26.50 per month.

    Customer service non-existent - today tried to contact Virgin Media - after 5 minutes and many pressing of telephone buttons they cut me off. Virgin Media is junk.
  • Reviewer
    Location
    NW
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Take care if you don't know how long you will be living in a property.
    I was told prior to contract if they could not provide the service when I moved the contract would be cancelled with no penalties.
    Surprise Im moving they cannot provide virgin service and have charged me £166.66!!!!
  • Reviewer
    Location
    Rotherham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Really getting fed up with VM broadband. 'Known faults' and 'a engineer is on his way' is becoming all to frequent. Up to 100mb d/l speed but out of the three months since upgrading its never passed 50mb. Poor service.
  • Reviewer
    Location
    Sunderland
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Ive been with virgin media for around 10 years now and yes had the odd problem with internet connection but nothing too major. Only have broadband with them though. Maybe just been lucky with all these bad reviews.
  • Reviewer
    Location
    South Gloucestershire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Have been with Virgin for nearly 5 years - thought about levaing a few times but been promised better BB speed and stayed. I asked them in October (with monthly reminders to confirm my contractual notice) as they frequently upped the price with no notifications. I got a response from someone in India saying they had a contractual right to up the price when they liked - I pointed out that the contract actually says with notice. I asked them to confirm when and how they had provided notice to me of the price rises - no response despite reminders. I asked them to escalate this as a formal complaint and they responded from India to say it would be dealt with in 28 days - that was in Jan and still waiting! The service itself was rubbish and frequently hung or disappeared completely.

    If you want poor customer service and a poor product that doesn't deliver then Virgin is the company for you. The only thing they do efficiently is up the prices and take your money.
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Virgin Media is the only provider I am SCARED to call because I know they will be incompetent and upsetting most of the time.

    Any conversation with them ends up being a fruitless call with an unprofessional representative. It has been a 3 year journey with Virgin. Firstly, they left me without a service for 3 months because they could not arrange a team of 2 people to come and reinstall the service at my new address that included TV, internet and phone! Throughout my 4 scheduled installations there was only 1 person coming instead of 2. I had to take 2 holidays at work to meet them and ended up with no service every time. I spent hours on the phone with them calling 0800 number from the mobile phone being transferred from one department to another for 3 months before it was sorted out.

    I got so upset at some point I realised I have never been more upset with any service provider. After the incident was sorted out I had to chase them for 1 YEAR to compensate me for the reimbursement of 1 MONTH of service, not 3.

    In the meantime I don't know how but I actually recommended their broadband to my friend which was offering 50 GBP reimbursement for the services for her and me. I has been 4 months they should have paid this money to us. I called them 5 months ago to ask what was happening and they confirmed that the reimbursement was due in 1 month. 4 months since then, I just asked my partner to call them and that was the first time I witnessed him, being always composed and polite, to use an F word on the phone. They have no comments with regards to the reimbursement to any of us...

    Should I start the fight again and spend more on a rehabilitation SPA treatment afterwards or leave it and let them get away with this?

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.