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 2954 customer ratings since 2021-07-02 (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.

4,200 Customer Reviews over 420 pages

  • Reviewer
    Location
    Cardiff
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Constant harrasment from virgin
    The guy who picked up was brilliant..
    Customer service couldn't stop the calls, emails, texts and letters to harrass me on an error that VIRGIN made. Either procedures are limiting and not customer focused or the company doesn't care. Bought virgin as was sold on their world class speed internet.. had nothing but issues and it's anything but world class! Constant drops, speed lag and excuses. Been told multiple incorrect things when I got in contact to solve the issues or complain.
  • Reviewer
    Location
    Airdrie
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      2 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I've been with Virgin for almost 13 years now. Our internet connection almost always performs above specified speeds, and rarely dis noticably lower. In these 13 years, we have suffered 3 outages of a few hours. This is a great result when you consider the complex logistics of maintaining a network. There are three downsides to virgin however. 1.Price hikes - these happen yearly and are always at inflation + an extra percentage. Inflation I can acept, but the added percentage is a rip off. 2. Supplied Router - The superhub 3 or the more modern 4 are dire. They need regular rebooting (which takes about 5 mins to complete) and the wifi coverage is terrible. If you choose to go with virgin, an aftermarket router is a must (a huawei ax3 costs aboutr £30 and massivly improves performance). 3. Customer service is terrible. Most agents seem to be based in Asia and comminicating with them is hard, and they seem only to be trained to follow a script. Waiting times can be significant, and having to redial numerous times to get an agent in the UK makes the process a huge pain. In my experience, problems have been rare, but if you do need to call, expect pain.
  • Reviewer
    Location
    Plymouth
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    i was with Virgin a few years ago,i would give them a other go,what a wast of time ringing them today,i talked to nice woman on the phone,i passed there test to have virgin,even the boss of virgin help me today,the man i talked to the other day failed me on the same test,and blacked marked,and missed up my good credit rating,i am planning to talk to CAB,and talk to my mp about this matter,i want this to goto court,virgin are still going down hill,and most of the staff are rude and out of order,keep away from virgin,find a better one to go with.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid virgin at all cost. Activated our fibre Wi-Fi 11 days ago and I can’t even have a zoom meeting without it freezing. When we called for help and/or to cancel they told us they sell broadband not Wi-Fi? So I should connect my laptop to the router at all times….

    I’ve been on calls with virgin for more than 2 hrs and what a shameful company. They had no solution to offer, no offer of help or a booster. Zero customer service.
  • Reviewer
    Location
    Dorset
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The most ignorant support ever going, i had notified them by phone of the lousy b band that i was getting, over a period of 3 months, i cancelled the service when they told me that they would give me the fastest b band for the same money, i did not want this, they are obviously aware that the speed of b band they advertise is not true. trading standards and Ofcom should get involved, i cancelled my b band giving them more than 30 days notice, they then put on my credit file that i was a bad payer, that is yet another lie. I will never use them ever again. to add insult to injury they demanded that i sent the modem that i was given for free when i joined 2 years earlier.
  • Reviewer
    Location
    Leicester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    The speed is very good although I did experience lost of WiFi for no reason on occasions. My main complaint is that there is ZERO CUSTOMER SERVICE, if you have any issues at all be prepared to wait, a looonnnng time, if you require to speak to someone more senior than a call centre assistant forget it, 5 calls requesting a call back due to being over charged and nothing, the best bit is that the assistants I speak to don't have the authority to sort it out! Unless you are planning on staying with Virgin FOREVER, DONT BOTHER, TERRIBLE!
  • Reviewer
    Location
    Huddersfield
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have had the worst customer service experience with Virgin Media I have ever experienced. I called complaining about a WiFi issue and was told they would put this through to Ofcom and if they could not resolve the issue within 30 days I could cancel my contract without an early disconnection fee, I was then told after 30 days when the issue was not resolved several different reasons for why they would still charge me for an early disconnection fee. These included that they handed booked a technician to come out (which I had not been told needed to happen), that they had not logged the call, and that they had not put this through to their ofcome team. I was then told I could cancel with no early disconnection fee but to give them 30 days notice, when I complained about this I was told they couldn't give me a disconnection fee. I have spent over 10 hours on the phone to them over the past month and have never been spoken to so rudely, at one point I had them shouting "do you think I'm lying to you" down the phone to then realise that he was wrong and say i can now "see why you're saying that". I have been told they have put 3 complaints in but they have only been able to find records of 2 of these, I have been told complaints have been closed then I have been told the same complaint is still open. I have been promised several call backs from a manager, non of these have happened 2 weeks later. I have been put on hold without being told, I have been hung up on, I have been told they have called me and I did not answer when they have not. My issue has still not been resolved, and the only way I can easily resolve this is by paying them 160 pounds (a number that has gone up and down the several times I have spoken to them) or to continue paying for Internet that barely works. I wish I could give them 0 stars.
  • Reviewer
    Location
    Perth
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Lost broadband service for over a month. Repeated calls to a customer service centre who are incompetent. Told there was an intermittent signal problem in the area and that engineers were working to fix. On the 7th call I was able to speak to someone who was in the UK and an engineers visit was arranged the next day to the house and fixed. Told I would be entered into the Virgin Automated Compensation scheme for £8.06 per day for loss of service . Virgin Media refusing to acknowledge this and my case is now with the Ombudsman.
  • Reviewer
    Location
    Ealing
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely terrible service. Unreliable. Unresponsive. Save yourself the trouble and go with someone else.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I've experienced nothing short of horrific customer service over the last few days.

    I tried to carry over my Virgin broadband to my new property. I was moving on the 8th, but got disconnected on the 6th (more detail to this but it was a huge problem since I work from home). Virgin could not reconnect me for the 2 days following this mistake…

    This cost me £10 in data passes to my mobile phone company because I had to tether. When I got to the new house the broadband didn’t work—even though it was claimed that it should and it’s a Virgin line.

    I had to be passed around 3 diff departments / 1hr call to troubleshoot.

    I finally got through to the faults team who said they need to send an engineer out but the system was down. Said they’d call me back. Surprise surprise—no return phone call.

    At this point, after about 3 hours dealing with various incompetence, I’d had enough & wanted to leave.

    I’d already been charged ~£40 for April for—at this point—a non existing service.

    I found a much more competitive package at Vodafone and signed up.

    I’ve been trying to cancel my Virgin package today and I’m being told that my last day will be 12th May…

    I tried to explain to the “I’m leaving” team that it’s not fair for me to be charged for April since 1) Virgin messed up my move 2) I don’t have access to any services.

    Got passed between 2 customer service representatives. Neither could understand this, just wanted to read their script.

    Apparently someone was going to phone me back (of course they didn't).

    At this point I just wanted a refund for this month for charged services that i don’t have access to. It’s not hard, and it’s fair.

    There is absolutely no way I am going to waste my time calling them or ever using them again.

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.