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 4251 customer ratings since 2021-01-26 (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.

4,045 Customer Reviews over 405 pages

  • Reviewer
    Location
    New milton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We attempted to change to virgin, due to our last provider having rubbish customer service, and virgin were offering a lot faster speeds of Internet. We were told that this new Internet would be hooked up within a week. 4 days later they told us there had been a delay, it would now be done in the next two weeks. A week and a half later with no news we called to get an update, the person we spoke to in customer service was very nice and GUARENTEED that it would be done by the end of the week. The next day we got a call saying that it would not be done by the end of the week and would be done in the next two weeks. Now by this point our old provider was going to be ending in a few days, so we asked if they could provide a Internet dongle, so that we could have Internet, as it was needed for work ect, and it was their fault we didn't have Internet. They then replied saying that unless you had been without Internet for 8 weeks they would not provide it (which is rediculus, who can live without Internet in the modern world!). Finally after many calls over the next few days, we managed to get them to send us the dongle, but not before we got the news that we may not get our WiFi for another 6-10 weeks...
    Fine we can live with a dingle for a few weeks (stretching a few). They then gave us a new date for installation 8 weeks later, for after the 10 week mark, we didn't complain as we finally had an install date. Then today, 4 days before that date, they tell us its delayed another two weeks. This is beyond rediculus and we will be calling tomorrow to see how they can compensate for how much they have been screwing with us.
  • Reviewer
    Location
    Burnham on sea
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I will NEVER buy anything to do with virgin media ever again. After work was carried out in my road to get us connected to fibre broadband through avonline company employed by virgin media my car got scratched as they had used it as a barrier between their barriers. I have photos of the site foreman barging past my car, work men with machinery next to my car. On witnessing all this going on I moved the car and spotted the damage. After bringing it to virgin media’s attention they refused to pay for the damage. Vile company and clearly don’t care as they don’t take responsibility for the actions of their contractors
  • Reviewer
    Location
    Darlington
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    80% exit fees for left months
    I incurred an exit fee of £240 when I was moving.
    There was no broadband services available in new area so I needed to leave Virgin media. When I was signing there was nothing clearly stated that I will charged that much. Only later through third party websites I find out about possible fees.

    Very disapointing when go into contract and later find out that there will be such fees only when bill comes.
    Speed is great comparied to other providers. Unfortunately lacking of clearly stated fees in contract which outweights this pro.

    I tried to make a compaint through website to submit form but was not able with message "Sorry, there's nothing to see here"

    How it can be even allowed 80% fees paying for services you will not use.
    Been using different broadband providers in past and always left with good terms. Seems not this time.
  • Reviewer
    Location
    Mitcham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This company is a scam! They had an outage and told me that if they couldn’t fix it, I could cancel my contract. For 27 days, they had a recording that apologised for the outage. On day 28, they took off that recording.

    On day 31, I asked to cancel and they had the nerve to tell me that I couldn’t cancel because I had only reported the issue twice instead of the times. The next agent told me that they had fixed the issue, which was a lie!

    They still won’t cancel my contract without penalty and have been taking money from my account.

    This issue has affect led my work and I can no longer work from home because their service doesn’t provide the connectivity that I need.

    Avoid them like the plague that they are.
  • Reviewer
    Location
    Milton Keynes
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    The standard of customer service that I have recently received from Virgin Media ranks among the worst experiences I have ever endured when dealing with any business. I made contact to arrange a home move, aware of the fact that there were likely to be complications as I would be staying with friends temporarily whilst between addresses.

    I was informed within this conversation that there was no mechanism within Virgin Media's contracts to pause in such an event, despite this being a very commonplace occurrence. As the contract could not be transferred to my temporary accommodation, I was informed that it would be terminated as soon as new residents commenced a contract at my previous address.

    As I had no desire to end this contract and had every intention of transferring it to my new permanent address or recommencing at the new address, I requested that the termination fee be waived. I was told bluntly that this was not an option and that no level of management would have the authority to waive the fee.

    I have spoken to multiple members of the home move and customer service team but have been unable to speak to a manager at any point. I was promised a call back from a manager at 9am the following day. This never materialised.

    When I called back to request the promised conversation with a manager, I was informed that a manager had tried to call at 9.40am. This was absolutely untrue. After multiple conversations with further members of customer service staff, I was informed that the aforementioned manager would try to call again and that another manager would ring me back within 72 hours.

    These calls have again not occurred one week later.

    My account has been terminated with no written notice, I found this out only because I logged into my online Virgin Media portal to find that my account had been closed. My Virgin Mobile account, which was directly associated with my Virgin Media account, stills works, but I have been given no information about the terms and conditions of this ongoing service.

    All in all, this has been an appalling experience as a customer, leaving me to pay a significant fee despite having actively sought to remain with Virgin Media. Almost all staff involved have been wilfully obstructive and management appears to be either deliberately evasive or extremely incompetent.

    Given the inept standards of service that I have received, I would never recommend that anyone ever uses Virgin Media's services for any purpose.
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    It is a joke when you're moving home, Virgin is not available there and they charge £200 for disconnection fee! Customer service is useless.
    Would not recommend Virgin to anyone, made a mistake by choosing them.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      2 stars
    Comments
    Customer service is rubbish. First of all. you can only chat through WhatsApp and they take ages to reply. Besides, they just basically ask you to wait for the issue to be fixed by itself! My hub has not been working properly for 2 months. All they are telling me is just to unplug and plug it back but can’t give me a replacement hub! It’s ridiculous!
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    **READY TO READ WHAT HAPPENED?**

    Back in 20 August we stopped getting WiFi service in my flat. We called a number of times to get it checked, they did nothing. They sent a few engineers to check, and nothing. They sent their third-party construction company Kier to check cabling, only to find out there cables were torn and weirdly installed.

    Fast forward, almost two months later WITHOUT internet service. Dates kept getting pushed and pushed and calling customer service was pathetic; they did not know what to say or how to stall this problem. I wanted to escalate this terrible customer service and they said they were not allowed.

    Even third world countries (I should know because I am from one) offer better services and show MUCH better attention.

    **THINGS GOT WORSE!!!!!!!!!!***

    A month and a half after not getting services, we check the bill to see we need to pay more (GOD KNOWS WHY!??!) -- We called only to find out Virgin forced us into an 18-month contract without contacting us. We decided to terminate services, after they had given us false hopes. Of course, they did so in a blink of an eye so they don't have to deal with us.

    DO NOT EVER PAY FOR VIRGIN'S SERVICES. THEY ARE INCOMPETENT, INDIFFERENT, AND LAZY.

    Virgin if you are reading this, you can contact me all you want, I would LOVE to hear from you and see what is your excuse you left us close to two months without services.

    ZERO STARS
  • Reviewer
    Location
    Stourbridge
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Be warned! There is no customer service whatsoever! It seems to be the norm with most companies but Virgin are truly the worst to try and discuss/sort a problem. They've cut us off and advised us the new router is being sent to our new address in Slough?????? We have not once said we are moving as we're not!
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    The service was ok although expensive but the worst part happened when I moved abroad at the end of 2019.
    Considering my account was in credit I was then due a check which Virgin states was sent, received and cashed but it was surely not cashed on my bank account.
    After dozens (literally) of phone calls (where I spent much more the amount I was due) just to find out what happened and who cashed it, Virgin is still refusing to support me during the process while stating "we launched an investigation and will let you know next week".
    2 years and nothing happened.

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.