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 2718 customer ratings since 2021-08-07 (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.

4,224 Customer Reviews over 106 pages

  • Reviewer
    Location
    Bedford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I am struck with the contract or else would have left by now. Was with another service provider for month than 6 years their 30 MPS speed was faster than Virgins 100. For last few days has no service no update when it will be back. Customer service reply is leave us by paying penalty we cannot do to get your service it's a technical issue, worst customer service I have encountered.
  • Reviewer
    Location
    Bedford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Although the broadband is ok I could never use this company again because of the sheer pain of leaving. You cannot communicate termination online, only via phone (chargeable number to many mobiles and huge waits, disconnections etc) and post (really?). After all that they have then charged me an early disconnection fee - my contract had finished but the difficultly in the process meant I hadn't provided the full 30 days. There is more but you get the idea...
  • Reviewer
    Location
    BEDFORD
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    cancelled my subscription within the cooling period as the connection was rubbish but yet the have sent me the bill when I was being told on the phone that my balance was 0,Now they are threatening to to pass on my details to a debt recovery agency.Beware of this company!!!
  • Reviewer
    Location
    Bedford
    Reviewing
    Virgin Media
    Date
    Comments
    BE careful what you agree with virgin. I'm elderly and moving to sheltered housing so cancelling my telephone line and broadband. VIRGIN are charging me £64.20 disconnection charge,after I have paying them from when they first commenced trading. SO DISAPPOINTED ITS NOT THE COMPANY IT ONCE WAS.
  • Reviewer
    Location
    Bedford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Virginmedia broadband is poor in the evening.
    I'm lucky if I get 2.0 Mbps which means the the video you're watching constantly replays or doesn't play at all.
    Virginmedia doesn't tell you the truth. They must reduce their broadband in the evening.
  • Reviewer
    Location
    Bedford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      3 stars
    Comments
    Utter gits. They so messed up transfer from Sky that I permanently lost my landline number, and never had a working landline. Their support helpline is absolutely grim. More thanan hour wait each time and the line is dropped about a third of the time. AND YOU CAN ONLY CANEL USING THAT LINE! You can' teven WRITE A LETTER TO TO THEM TO CANCEL. So I eventually cancelled. They would not allow it and persued me with relentless debt collectors. I took them to arbitration and they lied there too, but I still won. I left them the year before becuase they was monsters. They learrned nothing except that, hin the UK, delivering good service is simply not cost effective - there's no incentive to do it, and the law is quiet on the matter. MORALLY BANKRUPT.
  • Reviewer
    Location
    Bedford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Cusomer service it's useless. Drives you mad. You just want to cancel everything and never have to deal with the company again.
  • Reviewer
    Location
    Bedfordshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    No real issues with the service, but very disappointed about how they treat customers. My contract was nearly up so I rang 3 weeks before the contract ended and signed up to a new contract for 18th months. Should have been a smooth process, but some smarmy sounding a-hole seemed to take pleasure in telling me I didn't give them 30 days notice, so my bill sky rockets up before the new contract kicks in. What a scummy way to treat loyal customers who are choosing to stay with them.
  • Reviewer
    Location
    Bedfordshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    Well i was with virgin for over 4years and never really recieved good wifi it was quick but wasnt stable it droped all the time but trying to tell this to the tech team was a waste of time as all they will look at is signals being sent to the box which the box did get so no fault was shown and i was left paying for 200mb speed even if my connection wasn't sturdy (xbox online play would forever keep loseing connection hasn't hppened with sky at all ) another issue i had was my bill would rise every month so i asked them what the could do and they said lower my broadband speed and i could save 25£ so i dicided to leave a go with sky then they pulled there finger out sent a engineer round that week to replace my modem and offered me my virgin package allmost 50£ cheaper but the deal i got from sky was un beatable virgin was £1.40 off the best price but sky gave me sky cinima 12months and a free 32inch tele now im with sky i see how bad my virgin service was as my issue's are no more
  • Reviewer
    Location
    Bedfordshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    For the last 7 months the connection has been shocking. I have tolerated it for as long as I can.

    The connection disconnects around 10 times a day, completely disrupting what I am doing constantly. I would strongly advice people avoid this service if possible. The connect speed is good, when it works!
  • Reviewer
    Location
    Bedfordshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Disgusting customer service, so expensive and receive no internet most of the time, virgin blamed it on our neighbours!
  • Reviewer
    Location
    Bedfordshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have been with Virgin media for three months and had nothing but issue. My phone has been blocked three times in one month despite me calling in every time to remove the block. I get told it is for my own protecting because my phone bills are high. Three times I have confirmed that the usage is verified and I can pay the bills and have been doing so yet they still bar it?

    Despite me not being able to use my phone I am informed that I have to pay £250 to get out of my contract?

    The service is terrible, the automated system is terrible and the customer services representatives when you finally get through are rude! I have never had these issues with Sky or BT, I have requested for my account to be canceled, I will not be recommending them and will make it known just how bad the service really is.

    Oh and my phone is still blocked, lets hope there is no emergencies!
  • Reviewer
    Location
    bedfordshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    All good apart from farming out of telephone calls for customer service.I needed an interpreter for help,ridiculous a company as big as this is providing a bad communications port between customer and help.
  • Reviewer
    Location
    Bedfordshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Reliability is absolutely shocking... the broadband is off at least as much it is on. Customer Service make the right noises but the problems aren't solved.

    Have cancelled the contract a week after it started - what a waste of time.
  • Reviewer
    Location
    Bedworth
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Have constantly high download speeds with this provider and very little outage time. Customer services are excellent.
  • Reviewer
    Location
    Beechdale, Nottingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      4 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    been having problems with my broadband speed for almost 2 months everytime i ring virgin media they say it will be sorted by next week but it never is i'm paying for 300mbps and only gettin 21.7mbps (tested this afternoon at 2.40pm)
  • Reviewer
    Location
    Beeston
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    When the broadband works it is great, but it is intermittent.
    The customer service is nothing short of awful. They are practically impossible to get in contact with.
    You leave a complaint message and they say they'll acknowledge receipt in 48 hours. How does this help when my internet isn't working?
    No refunds or acknowledgement of poor service, terrible.
  • Reviewer
    Location
    Beeston
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely terrible service, internet is so slow and have rang up multiple times about slow internet and have never left the conversation with a result. Customer service isn’t great, on the multiple times of having to ring up, virgin are always wanting more money for a better service, however I feel that the service I am getting now is no where near as good as it should be for the money I am paying every month. Not very impressed at all. Have been with virgin for years now and the service is going down hill.
  • Reviewer
    Location
    Beith
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shocking. I got a service agent and when I asked wether 4 was less than 200 he hung up on me. Absolutely disgusted.... they said it will be fixed in 24 hours....that was Thursday it's Sunday.
  • Reviewer
    Location
    Belfast
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Customer service is terrible, they have never fixed a problem I have had, the speed is good but only lasts like an hour when I decide to download something, service is terrible getting high pings in games, throttled by 75% when trying to stream. Do not use virgin media as your ISP.
  • Reviewer
    Location
    Belfast
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I was given a free upgrade to the 70Mbps service with much fanfare and the company told me that the new speeds were possible because of their much lauded DOCSIS cabling.
    Well, ever since the 'upgrade' (two weeks ago) I have had very intermittent service and the 'Service Status' page of Virgin reveals that Virgin are aware of the problem and are constantly sending engineers to fix it.
    Its over a wide area because several of my friends nearby who are also Virgin Media customers are suffering the same poor service.
    Virgin are never late to ask for their money though...funny that.

    bye bye Virgin Media
  • Reviewer
    Location
    Belfast
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Over view
    1, check what they charge for.
    2, Keep a record of your contract start and end date to avoid a shock.
    3, they aren’t perfect, no one is.
    4, Value for money ???
    Read more for deatil of my own experience..
    Overall Virgin media offers a very good broadband service, but were it fails is it’s customer services it simply isn’t good enough, i.e. moving home with them is made more difficult than it should be, there are considerable extra charges which came as a surprise despite me making it very easy for them, bascially i didn’t need an engineer it was pretty straight forward to install the service. i gave there customer service two stars due to there willingness to solve the problem that they created otherwise it would be a 1. I remain with virgin due to poor service/value/quality from other services in my area.
  • Reviewer
    Location
    Belfast
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Had signed up to get broadband and telephone line in from virgin 3 weeks ago. No broadband equipment was sent out to be installed. Today was meant to be the install date so phoned to ask about this and they said there must have been a mistake! Not only has it took 3 weeks so far but now I will be left without Internet and phone line for a while. Also I have a disabled child living with me who depends on Internet on a daily basis! The customer service also was pathetic! Did not want to help at all and always passed the blame to someone else! Although they won't make the mistake of taking payment out of my bank account! If your thinking of getting virgin think again! Never had this problem with sky!
  • Reviewer
    Location
    Belfast
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I cant understand how a business can be allowed to function for so long with the system they have in place.

    Twice they have doubled up on my bill. The first time I had to pay for two bill double up error before their staff could transfer me through to customer care to have my connections switched back on. I got no apology and I wasnt credited the money back into my account. Instead they said my next bill would now only be due in two months time. They also tried to sound like they had done me a favour!

    Second time... I said I was canceling my account and going with a different provider. They had offered that if I take a virgin mobile sim I could keep the same package and reduce my total by £50 a month. GREAT. Except that they still charged me £144 for my package and then when I wouldn't pay for a sim extra £22 they sent the £22 bill to a debt collector after just 30 days.

    This is where they despite being paid £144 a month for the rest of my services decided they wanted two Bill's in advance again. Are you confused yet? Because I was.

    This is so I have to keep using their services for another two months and perhaps in the hope that I will calm down.

    Really feel they should be investigated. Their staff apparently cannot switch accounts on or transfer calls to customer care unless the amount on the screen is paid. Whether that amount is wrong or not.

    Worst provider... I dont care how fast your broadband service is or if you can get me all the champions league matches ... for what you're charging I can get club season tickets flights and accommodation and there's noway it costs you anywhere near that ammount to run these services.

    This doubling up on billing is a joke. Do you give your staff their wages in advance? I doubt it.

    Enough said.. I'm no longer paying Virgin media for the privilege of recieving this pain in the backside every other month.

    No longer under contract.
  • Reviewer
    Location
    Belfast
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    It's brilliant when it works but right now I'm using giffgaff internet to ask why my virgin simply isn't working at all even when the modem isn't flashing any suggestions of difficulties.
  • Reviewer
    Location
    Belfast
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    speed of this is so bad that when u using more than 3 devices the inthernet will be slow and you will not be able to do anything. evry 2-4 days have to restart the router because it wont work at all. when u contact them and tell about it they will want the extra money for the new router and even when u get the new router it still happends
  • Reviewer
    Location
    Belfast
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Awful company I moved they couldn't provide me with the service I had to pay disconnection fee customer reps are idiots I will never deal with these people again
  • Reviewer
    Location
    Belfast
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I was charged an early cancellation fee of £140 because I'm moving to a place Virgin Media does not service. I would've been willing to transfer my broadband to the new location but it appears it's my fault that I moved to a place they don't' supply. As my only consolation, I was told that I signed a contract and could've looked for a place that Virgin Media supplies before I moved. Really quite horrible for something out of my control. Also wildly more expensive than most other internet providers for unreliable broadband. I wouldn't use them again.
  • Reviewer
    Location
    Belfast
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    When it works it works well, I get great upload and download speeds, when it fails they tell me it'll take days for the engineers to fix a problem.
    Now anyone with any knowledge of the internet knows that unless the problem is with the relay box right around the corner from you then they can disable the server and make a route around it; after all they're supposed to have the best broadband infrastructure in the UK so routing around one server hub would cause a small, almost unnoticeable drop in my total internet speed as well as everyone elses, it's made me wonder why they don't do this instead of putting me on their old wires and giving me an internet speed that is 30x slower than the download speed on my mobile phone (making me wish it had an unlimited data plan or you could pay X amount of money a day for unlimited data as I could just use it then as my internet while these sluggish engineers (who I was promised; probably falsely are there currently working on it)
    I've seen one of the biggest servers for an MMO (eve's tranquility server, based in London, capable of holding upwards of 100k people on it) go down before repeatedly and the absolute max time it's ever been down for was one day; for which all players were reimbursed. If it does go down, four hours are usually the max one would have to wait for the engineers to have it running again. Oh yeah and since it's a multi node server (essentially it's own little big internet) they route around small problems while they are being fixed with people rarely noticing.
    So if they can do it so easily why can't virgin engineers do the same.
    Simple; the engineers are either not there (the person on the phone is lying; I'll call back to confirm after posting this), they are completely incompetent that they cannot locate the problem or they are working with equipment that is either above their ability or they were never trained to fix, hence being told that it will be fixed in 72h from our first call despite suffering problems for a week.
    You'd expect them to notice a small problem and fix it but they need to be told about it.
    Absolutely useless.
    Sorry if some of this is incomprehensible, I've been doing three things at once not including the review.

    Virgin media, it's about time you got on the ball and fixed these problems, rather than leaving us to sit and wait for days around the Christmas period.
  • Reviewer
    Location
    Belfast
    Reviewing
    Virgin Media
    Date
    Comments
    Wouldn’t recommend absolutely useless, be told that someone will come out between 08-1:00 to take away the outside leads because we opted out of the contract and apparently no one can come out now because we opted out… if you go with virgin be prepared to get no help and false statements!
  • Reviewer
    Location
    Belfast
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      2 stars
    Comments
    Really unreliable service, aggressive throttling during peak times makes Netflix/NowTV/on demand/iTunes practically useless. So flakey.
  • Reviewer
    Location
    Belfast
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Existing Virgin Media customer paying twice the price as the new deal for the 10Mb line for a 2Mb line that is constantly 'throttled back' to 1Mb
  • Reviewer
    Location
    BELFAST
    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 over 5 years. they were a good company to start but we moved plans to get a better deal and they have charged us for both wifis for the last year this has charged us over £300 and when we went to try and go back to our old policy they said we would have to pay an extra £275 cancellation fee.
    IF I COULD 0*. THERE CUSTOMER SERVICE IS DISGRACEFUL.
  • Reviewer
    Location
    Belfast
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Failed to provide proper service for 9 months now. No compensation and no explanations. Just refusal cancel my contract and excuses. Do yourself a favour and go elsewhere.
  • Reviewer
    Location
    Belfast
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Honestly the worst broadband company I’ve ever dealt with. Was told the engineer would come between 9-4 to install so we were awake from about 8, and he came half an hour late in a 7 hour window. Then, when the new WiFi was installed we told him we couldn’t get any connections in the bedrooms. He told us this wasn’t his issue because he wasn’t actually from Virgin (yet was in a Virgin van and wearing a uniform??) and then left. Called customer services and had one person tell us we could get free boosters to help get connection upstairs, then another telling us we’d have to pay for the boosters! What’s the point installing the ‘fastest broadband’ if you can only get it in your hall and kitchen?! Their customer service is the worst and the broadband is totally unreliable, honestly just save yourself the stress and use any company but these cowboys!
  • Reviewer
    Location
    belfast
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    I've had a complete nightmare with virgin media, i have had to call them more than 20 times about my service, my wifi connection dosnt work all the time it constantly disconnects all my devices and when i phone virgin to try to get it fixed im told the same 2 things "I cannot see anything wrong on our end" and "ive made some changes to your router" they do not belive that your having issues and it has even now spred to a wired connect and im still told there is nothing wrong, i would not be phoning if nothing was wrong, in my opinion they are the worst customer service team ive ever delt with. It did seem to work fine for the first couple of months but they do not want to help when something goes wrong i cannot wait to get this out of my home! Please avoid
  • Reviewer
    Location
    Belfast
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Extremely poor customer service. Upon cancelled your virgin media, you will be sent a box to return the kit. I have contacted virgin 5 times regarding this kit, it has been 7 weeks and they still have not sent me one out. If you do not return the kit, they will give you a very large fine. The virgin staff are extremely unhelpful and fairly rude too. Very difficult to contact as they lines are always busy, you should expect to wait an hour to get through. The broadband speed and reliability is actually quite good, shame their customer service is horrendous.
  • Reviewer
    Location
    Belfast
    Reviewing
    Virgin Media
    Date
    Comments
    Like all others I got the promise of 200 speed and truth is I will be lucky getting 40. I can’t get catch up or on demand I now am having to buy booster for the WiFi. All this and almost £130 per month for the worst service money can buy.
    HELP
  • Reviewer
    Location
    Belfast
    Reviewing
    Virgin Media
    Date
    Comments
    Avoid avoid avoid avoid total rip off

    Avoid avoid avoid

    Please please avoid avoid

    Problem since day 1

    Rally rubbish CS moving back to sky which are 100% better
  • Reviewer
    Location
    Belfast
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Honestly regret getting Virgin Media. It cuts out every day for a good 30 minutes and sometimes I’ll have no internet connection for hours. It is beyond ridiculous. We have had people come out and try sort out the problem but to be honest they have no clue what they are doing.

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.