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
    Bristol
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    We ended up going with Virgin by default. You see, our house didn't have a BT line and again and again we battled to get law-unto-themselves Openreach to install one. We were happy customers of BT infinity in our previous home, even though speeds were never even half of the '76mb' claimed - at least it was faster than ASDL2 and very solid, never going down once.
    We were nervous of Virgin as over the years friends have had various issues with them. But BT just couldn't deliver so out of desperation we went with them.
    It's only been installed a short while so can't comment on longer term reliability the speeds are blazing, with over 100MB frequently achieved, so for us a huge upgrade on BT Infinity. And unlike BT Openreach, actually turned up and installed their line.
  • Reviewer
    Location
    Liverpool
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Virgin broadband is absolutely abysmal I have numerous complaints. Firstly the speed is terrible I know it can differ at times of day but I have never exceeded 1 mb/s which for 30 mb/s stated is terrible. The super hub is garbage often loosing connection. The service is unreliable and is frequently down especially during bad weather. And lastly the customer service from the call centres based abroad is terrible there knowledge only reaches to 'turn the power off wait 2 minutes and turn it back on' and 'I will book an engineer' and due to the large volume of connection errors these engineers take up to 2 weeks to come. If I weren't tied up in a 12 month contract I would ditch Virgin tomorrow and wouldn't recommend them to anybody absolutely terrible service.
  • Reviewer
    Location
    Guildford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    My 60 Mb cable deal has a maximum speed of 8Mb, the superModem does not reach 10m (admittedly from the groundfloor to the first floor), the connection to the internet breaks up all the time (I had over a dozen cut-outs since the afternoon). Each time I call technical services, the response is "reboot the router", followed by "I fixed the server now". I then get a derisory 3quid off my next bill. They don't solve the problem.
    I had an "engineer" out twice, who told me that it must be a problem with (whatever), and if I want to get another "engineer" out, I have to pay them 100 quid.

    I was promised fast and reliable broadband, and for the benefit of 45 quid a month, I get neither.

    As soon as my street gets cable from a different provide, we're off. Pathetic customer service.
  • Reviewer
    Location
    Bolton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I am totally dissatisfied with Virgin Media. The fair usage policy is utterly ridiculous. I get back from work, turn the computer on, and receive between 0.01kb/sec and 0.1kb/sec immediately. How is it reasonable that I am traffic managed when I have not been in the house to use the internet?

    Virgin are the only fibre optic provider in my area, I will be downgrading to a 2mb connection that is stable.

    May I also add that the customer service spent weeks goose chasing me around, and culminated in me being unable to cancel my account until the next day because the customer services department was closed (at 7:30pm!)

    I wanted to file an OFCOM complaint, but the procedure was too complicated.

    In summary, do NOT get Virgin broadband. You do NOT receive what you pay for.
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Rip-off merchants. Daughter signed an 18 month contract in July with all prices on contract sheet for this period. Email last week to say price increasing by £2,50 pcm. What is the point of signing up for a contract if it can be changed by provider at will. Abuse of a monopoly??
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Are you tired of decent customer services? Want to spend hours on hold before being cut off randomly? Then you've come to the right place. If you love being ripped off and the thrill of waiting for that call that never comes, then you'll love Virgin Media. At Virgin Media, we believe that once we have your money, you don't matter. Need your fix of daily frustration? Our staff go out of their way to be rude and insincere, just ask our team about our latest offers.

    That wireless superhub that we gave you? You'll have to give that back - but we won't collect it.... we'll just keep on turning up at the wrong address until you give up. Want to post it back? We'll keep on sending a collections guy.... still to that wrong address. Is it shoddy service your after? You've come to the right place!

    *Written while on hold for over 30 mins*
  • Reviewer
    Location
    Derby2
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    During this past weekend Virgin broadband was down for 51 hours, it eventually came up for the area this morning at 12.00, it effected several dozen streets, The customer service from India was appalling, will be moving broadband supplier with the next month, I have been with Virgin (NTLWorld) since 1998, but I am not being treated like I was again by the virgin customer contact team who could not be honest with me.
  • Reviewer
    Location
    Cardiff
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    In my experience, virgin media do not provide the speedy broadband that they promise to. They also set up our services wrong so that the installation meant not everyone in our small house had internet at the same time. Finally, they billed us for a month when we were not even living in the house, despite us giving notice before the billing date.
  • Reviewer
    Location
    Hampshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    So after being charged 4x the BT rate for ~1mb connection i've been trying to leave Virgin for the last month. After calling to leave and get my MAC code - I came home to find the Broadband disconnected immediately. After 3 hours on the phone virgin tell me nothing they can do as BT have taken over the line, refusal to reconnect the broadband and have now us without broadband for 4 weeks. They also refuse to release the phone line so we can start the new service.

    I could write a small book on all the calls, escalations, contradictions, mis-guidance that we've been through over the last 2 weeks trying to resolve this...... its been stressful, unprofessional and and caused significant personal impact as we both work at home and rely on being connected. Due to the nature of our work we have a police monitored system which is now down - so they have also put a worker at risk for a month which could have horrific consequences.

    So far we have spent in excess of 5 hours on the phone escalating..... been lied to repeatedly about disconnection dates, status of the phone line, "Software issues", its BTs fault (untrue), its standard practice (again not true)... I could go on...

    I have never in my life experienced such bad customer service, been lied and misguided so much by any company. I've cancelled everything to do with Virgin and will never use them again for anything, Working in a large company who use a lot of data and telco connections... wont touch them with a bargepole for those either!

    Virgin used to be a brand I admired........ after this experience I will never used them again for anything and am constructing a long letter of the events of the last month to send to the industry regulators, watchdogs and online forums.
  • Reviewer
    Location
    cardiff
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Beware of virginmedia deals. Keep a copy of everything as they do not honour the credit off your first bill unless you get it in writing. Funnily enough they don`t mention it in contract. Make sure you get it in writing. Also very disappointed with broadband keep having router problems.

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.