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 998 customer ratings since 2023-04-20 (Show all time ratings)

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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.

4,684 Customer Reviews over 469 pages

  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    So when an experianced technically minded person approaches Virgin's Forum Team using the same user account they've used for many years helping other customers diagnose and fix faults you don't quite expect to be told that the troublshooting and investigation work into your own service problem is trash!

    I found a recent upgrade to the Hub 5 after using a Hub 3/4 at same property for 5-11 years, was a the problem causing streaming and connection drop outs (5000 in a month Virgin Media recorded) but the response from a Forum Team member with 6 years tenure says "The hub 5 is more than fit for purpose. I've had one for many months and no issues"

    So 4 weeks later, issues not resolved, 3 engineers, 1 network team manager visit later and nothing is fixed and we still know what I said in the first place, apart from now I've even investigated deeper and isolated the issue.

    Still though I'm told that Hub 5 is not at fault, so the Hub 3 connected right this second working fine must be magic.

    No replacements orHub 4 offered to test, just wasted time, appointment changes and now that same long tenured Forum Team member has said,

    "The only offer now of a complaint resolution would be a 7 day disconnection notice, not hold you to EDF's but I will be asking our Housefiles team to mark your property as a non-serviceable address as there's no issues with the Hub 5."

    Silly Me :(
  • Reviewer
    Location
    tyne wera
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Shocking service virgan you are bigoted the lack of compassion is shoking you have not done nothing to resolve the issues rased you have lack of diplomcey and the totol lack of traning of your staf is shoking.Iv spent all day on the phon to you at virgan iv spok to to prox 20 peopel but still nothin you kept me on hold for one hour and two mins shoking then you cut me off now i am going to ofcom shame on virgan
  • Reviewer
    Location
    Nottingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    The product is acceptable however the renegotiation of service is appallingly. I experienced a brick wall when Virgin started to take out more money than I agreed. They would not refund or speak to me, failing to call be back and ignoring my repeated Emails. Its nearly impossible to cancel. My calls took 45 minutes to get through to cancellations and then the call disconnected. The has been going on for 6 months, after which I cancelled the direct debit. Because I didn't get to speak to someone, I emailed the person they told me too. Apparently this isn't acceptable. So frustrating, they are after all a communication company.
  • Reviewer
    Location
    Welwyn Garden City
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      4 stars
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    First few months no problems, 190-250mbps and around 20-40mbps upload which is what i'm paying for. After a few months it went bad. 200-700 ping on fortnite, 75mbps download and 5-10mbps upload. Overall **** broadband
  • Reviewer
    Location
    Dublin 10
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    6 months ago I renewed my contract with vm and they put me virgin mobile too, nothing wrong till then, what happened? My sim never arrived, I went face to face in tallaght and talked with a guy from a shop and he said the account number i have doesn t exist, so they probably made a misstake and i won t be charged, till then for like 3 weeks i wasn t charged, after they started sucking from my account 20 euro every month on SOMETHING I DON T HAVE and i didn t notice, In december they even charged twice, once on 5 december and once on 15 december, so 40 euro in a month for nothing, I called them they said they can t give me a refund because they don t know if i used the sim or not, I talked with another agency and they said as an agent you can check if an sim is used or not, after i cancelled i received ANOTHER BILL, I went to the bank and they blocked virgin media so they won t take money from my account anymore, but at the bank they told me to call virgin media for a refund, and virgin media won t do anything, i lost 140 euro on air!!! WE ARE NOT RICH, STOP STILLING FROM PEOPLE!! Not fair
  • Reviewer
    Location
    Wembley
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    In all my years of internet surfing, Virgin broadband services are probably the worst service ever experienced. The reliability is so poor and the time for rectification unbearably slow.
  • Reviewer
    Location
    Darlington
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Horrible company!!! No one responses to complain, charges are extremely high! Serves is s!#@! Please, please stay away
  • Reviewer
    Location
    Leeds
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid and save yourself an absolute nightmare. Awful customer service. Impossible to communicate with them as they never answer emails or leave you on hold for ages. Rubbish service. Total conmen. End up with threatening emails about credit rating. Avoid avoid avoid.
  • Reviewer
    Location
    Reading
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Extremely unreliable service, frequent ping spikes and an absolute nightmare to actually get any of it fixed.

    Not viable for teams meetings, streaming, games.

    Genuinely terrible service, stay as far away from virgin as possible.
  • Reviewer
    Location
    Kent
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Avoid in ANY case.
    Worst experience in my life.
    Looks like Customer Service has been hacked by SCAMMERs!
    LIES AND LIES AND MORE LIES!!
    1)I ordered the Broadband 25 days ago - order accepted. After 3 days I received a cancellation by email because the previous account did not give a 30-day notice, which, as it turned out, was not true - they accepted notice was received but they did not register it. I lost the offer and a lot of time and days.
    2) On December 1st I ordered:
    Broadband only,
    26.50 per month.
    +115 credit,
    + cashback (from top cashback).
    delivery on December 12th.
    Confirmed and NO cancelled in any way. So,after lunch I called and no one could tell me why there would be no delivery.
    I spent many hours talking with Customer Service and received the drop call after talking with 3 people over 90 minutes. 2nd call. 3rd call etc.
    3)The last one I spoke to I literally told her 20 times that I absolutely do not want to open a new order under any circumstances, if she cannot give me my order dated December 1st, I will not take any order. She spent 30 minutes convincing me that this was the same order, only she needed to open an account for me. She said I will got the same order 115 credit, etc.
    4)FUTHERMORE. 10 minutes later I received an SMS with a new 18 Month order with 75 credit etc.
    I'm shocked - why lie so OPENLY?
    What I can say more...?
    I'm watching Ofcom, Financial Ombudsman ... or any advice.

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.