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
    Cambridge
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Don't let anything go wrong with your broadband or bill as their customer service is appalling. When I opened my account I was given the wrong information by the operator and this has resulted in me being out of pocket of £50. When I called for help, none was given and on top of that they could not have been more patronising. If I knew how incompetent their staff was I would have chosen a different internet operator.
  • Reviewer
    Location
    staffordshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I only have TV package and now on numerous occasions have tried to contact virgin media to get channels removed. I have had to wait over 5 minutes to get through to the right person after pressing the various numbers only to be told they are experiencing technical errors so therefore waste of my time problem still not solved. Had issues with internet dongle also, going move to sky asap.
  • Reviewer
    Location
    Bristol
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I used to be an NTL customer. Then NTL became Virgin, we lost all the sky channels and I left Virgin swearing I would never deal with this bunch of dishonest scum again. 2 Years later i find myself in an area with dreadful ADSL and am forced to go with Virgin if I want servicable internet. I knew this would be a nightmare entered into, and guess waht, yes it is. This company is a disgrace. It invests millions of pounds in new main backbone infracstructure but then completely fails to support this with suffucient capacity in the street boxes that share the internet and TV out to its customers. In the last 4 years I have had to phone up and complain every 5 to 6 months that my TV signal has gone so that half my channels can no longer be recieved, and my internet is clearly being swamped in the box as I get sub 1mb download in the evening. If I try at 1am miraculously I get full speed. Every time I phone up some idiot at the call centre tries to tell me it is a TV box issue (what...both of them! really??) and that my router has a problem - oh just like it didnt have a problem on the previous numerous visits. I know how the system works (I'm a network engineer) and I actually explain the workings of their own system to these gimps and yet they insist that I have to wait in my house for an engineers visit - I do not need an engineer in my house, he just needs to add a card or fix my connection in the box in the street -but every time an engineer comes out and confirms once again that my boxes in hte house are perfectly fine and it is a problem with the box in the street - wow really...you don't say....

    The thing is that Virgin could get rid of 95% of their complaints and negative feedback (and maybe not piss off all their customers ..just an idea) by sorting out the capacity on the boxes in the street - this will cost money - but how many customers leave because of their shocking service???? I can now get BT fiber in my area, my Virgin contract is about to be cancelled - thats about £1200 a year they wont be getting off me because they wont put some £4 interface cards into the box in my street.
  • Reviewer
    Location
    Stansted
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Please do not use virgin broadband. We have been on the phone for three weeks every night now to their supposedly customer service! Every day from 4PM our download speed drops to 0 and we lose connection completely. They told us out modem was faulty and sent us a new one, they failed to tell us they would charge us 7 pounds postage. They promised us that if this did not resolve the problem we would not have to stay in another 12 months contract with them. Of course this did not solve the issue and they deny the conversation ever happened. Yet they say they record their phone calls so I said to them go back and listen and you will hear they reply but we don't record all phone calls. They are rude, have an answer for everything, never phone back when promised, and constantly deny that there is anything wrong. I have now got a Mac code from them and they informed me that if we do not pay for the Rueter which did not need replacing that they will send round the debt collectors. I said they can have their reuter back as this will cover the so-called debt. Please please do not use them you will spend every evening on the phone even trying to get through to someone is a joke, when you do get through to India you will be lucky if you can understand the person on the other end of the phone as their accent is so strong. I am now switching to BT
  • Reviewer
    Location
    london
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    we get 160 mb download and 12 upload, for 400£ a year. we used the vcloud code when ordering. no phone tv or that rubbish.
    install on time and professional.

    thing is with most broadband, its just luck of draw. it might be brilliant, it might be awful. so many factors influence this beyond the name of the company who you choose.

    so far is better than we dreamed but it could change, so fingers crossed it stays good
  • Reviewer
    Location
    londonl
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Expensive and rubbish. Over the years l have noticed their service getting worse and more so as the years go on. They give me a deal then instantly find a reason why it should go up! The broadband cuts out continually. The customer service is a total joke a technician who couldn't tell me what was up?! Are you kidding! And to add more insult to you has a customer Expensive!!!
  • Reviewer
    Location
    blackpool
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Very impressed. Easy to order on line, look around for discount codes dont always accept the first price that comes up.
    Good communication. Engineer arrived as arranged and explained and set up everything including my laptop and internet tv.
    All speeds as advertised.
    Previously very disappointed with bt. I found my home powerline didnt get good speeds but that was down to older equipment not supporting the speed. Pleased that I moved.
  • Reviewer
    Location
    hartlepool
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Well where do i start, service engineers at virgin media do there best to try and convince you that virgin media is the best service.provider on the market but to be honest we know that is a pack of lies.
    I used to be an engineer with virgin but have now left and work for sky.
    I can tell you that the network is saturated and we had alot of cabinets that where so old that the equipment in them is so old that we had to take out of one cabinet that had been discontinued to replace the amps. Network engineers are so supposed to keep on top of the daily maintaining of the network but all theu can do is try and keep it worming as best they can as virgin have now pulled the budget yet again and there is no money for upgrades.
    engineers are told to tell customers that the network is fine and the is no problems but we know different. The cab network is a mess 90% of street cabinets are full and all that happens when new customer comes on board is they use a splitter in the cab to share the power down the rg11 or rg6 cable to your house. And to be honest unless you are top tap port in the cabinet you are go to have problems.
    And all that will happen is another engineer will come out and just swap the tap over to another port whicb means they take someone off service and put yours on there tap port simpme job done and when they do red tools test it comes back with green no one knows any different.
    engineers are hit on a monthly basis with massive under achievable kpi,s which then helps the company claw money back from engineers.
    and this is just a tip of the iceberg of what afm,s tell there engineer,s to make sure they get pass results and also bully the engineers into making sure they get 10 out of 10 on nps scores from customers.
    i feel sorry for anyone who is with virgin media now and this will only get worse my advice would be tv with sky and fibre broadband from BT i have had BT in for year now and constantly get 84mbits and not dropped off once
  • Reviewer
    Location
    Coventry
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I am a landlord and have three accounts with Virgin in my properties.

    Their service is not simply poor, it is the worst, most incompetent that I have ever come across. Their staff don't know how to do their job and something simple like transferring an account has taken over 7 hours on the phone - on a call I am paying for!

    Trust me, when I say that you should avoid them like the plague. You can get a better level of incompetence with BT or EE (with whom I also have accounts).
  • Reviewer
    Location
    Belfast, Northern Ireland
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Even whilst connected via ethernet, I've been experiencing speeds below 10mbps at off-peak hours, with extremely high ping ranging from 100-600ms and high jitter. When it works, it works well with advertised speeds, but especially recently more often than not the internet has been extremely unreliable, with extreme ping and jitter issues, making the internet completely unusable. We're on the best package that Virgin offers us, and yet working from home and multiplayer gaming is an impossibility. Not only that, but Virgin increased our monthly cost without letting us know. Absolutely pathetic service.

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.