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)

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.

4,045 Customer Reviews over 405 pages

  • Reviewer
    Location
    Bromley
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Broadband cuts out every day and is no where near the advertised speed. I'm bored of spending hours of my life on the phone, half of it passing the same long winded security checks to then get no help with the terrible broadband service provided. I recommend you NEVER ever use Virgin Media. It is by far the worst provider I have ever dealt with, and they have the worst broadband despite their bold lies. If you are being locked in a contract with them and you want to leave early, check your consumer rights
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Overpriced, unreliable, slow, annoying and very disappointing service. Cannot be trusted to cover your daily needs. Only using it because of phone line limitations. Paying trough the roof for nothing. Avoid!!!
  • Reviewer
    Location
    Enfield
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst customer service ever, very rude and undertrained, massively overpriced, am looking for a new provider
  • Reviewer
    Location
    Sunderland
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I am actually writing a review on customer service more than anything. I have just moved from Devon to Sunderland. The provider I had in Devon was not too good so I decided to go with Virgin Media as the previous owners had been with Virgin and it seemed the easiest option. My router arrived exactly when it was meant to but I could not find where the router was meant to be connected. I was sooo frustrated. I went online, was asked when I wanted an appointment for an engineer to visit. I requested same day. Two fantastic engineers arrived, Adam and Dave and fixed the problem. There wasn’t actually a problem it was me being blonde but the service was brilliant. Thanks VM.
  • Reviewer
    Location
    Cambridge
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Almost certainly the most dishonest, lying company I have ever dealt with in my life. We're paying for 213Mb/s and we can rarely get more than 5Mb/s, more than once it's dropped below 0.1. After they sent us the router it took 5 days to get any connection because they hadn't bothered to maintain their own infrastructure properly. The router has an effective range of about 5m, and if you want to get a booster so it'll actually cover the whole of your house, it costs you an extra £5 a month - that is, when the boosters are in stock, which they never are. All of their customer service is automated, so it's basically impossible to talk to a human being who could actually be of any use. They frequently lie about their services: if you download the app it promises to "optimise" the wifi for you to eliminate blackspots. This makes absolutely no difference to your actual connection, and yet they still claim to have improved it every single time. While they were trying to sign me up they promised I'd have access to an individual advisor, Daniel Gray, in case I had any problems. I have tried to ring Daniel Gray 5 times in the last week and have sent him 2 emails and he has never yet responded to me: apparently he only wants to talk to me if he can sell me something. Totally dishonest, nakedly greedy, transparently uninterested in the actual service they're providing so long as they can sign you up to pay them £35 a month.
  • Reviewer
    Location
    Kensington
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    One of the worst customer experiences I have ever had. I've ordered a "self-install kit" which came - 10 days late! - with a flaw (the power supply did not match the wifi hub). Despite not working, Virgin activated my account anyway and started charging me for broadband. I have spent more than 2 days on the phone with the customer service (more than 7 hours on the phone in total) and the best reply I got were that an engineer couldn't be booked until 2 weeks later. After much complaining, I was told an engineer would come the next morning, but no one showed up. I called Virgin again and was told that the engineer had contacted me twice (I have no missing calls on my phone). After this, I was told someone would contact me "within 1 hour". Three times. No one did... this went on for 3 days and I still don't have an up and running broadband service. Absolutely horrible experience. I'm obviously never using Virgin again, I have been completely disrespected as a customer.
  • Reviewer
    Location
    Manchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I switched broadband last month. Had an engineer booked for Monday, but they said I could install myself. Received the package and can't install because we dont have a VM socket.

    I spent 1 1/2 hours on phone to 6 different people on Monday. They won't send anyone out until Friday, despite explaining to them I have to work from home and rely on broadband. Wasn't told I'd need a VM socket when signing up. No after sales support.

    Spoke to 5 different people today over 45 minutes and they all blame other departments, transfer you and you have to repeat the same things you told the previous person. Nobody takes responsibility, nor cares. Wouldn't even let me raise a complaint.

    Rang them back and cancelled due to their appalling service.
  • Reviewer
    Location
    Crawley
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I have been with Virgin Broadband Media from nearly 1 and half years as in market its says..its a high speed internet provider..But i didn't feel as many time my speed was 10 MBPS while they are offering 200mbps. Customer Service Sucks, Nobody is helping.. I have to move my house as landlord sold the property and i have to pay for exit fee for the virgin Media contract. No one mention to me when they are selling to me the contract. I am ready to keep Virgin Media at my new property as i don't want to pay Exit fee (do not think because of service as its sucks) but they are not providing service where i moved and its my mistake that i am going out of contract as Virgin media saying.. So my suggestion do not go for Virgin Broadband, i never suggest to my friend after going through this type of pathetic service which not helping and understand their consumer. I have give 0 star to the customer service..Please Note
  • Reviewer
    Location
    Huddersfield Berry brow
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The broadband is absolutely shocking, doesn’t connect around my whole house and disconnects everytime I go upstairs. Constantly tells me my password is incorrect and disconnects from my phones and iPads. Would not recommend 100% going back to sky
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely horrible customer experience. The services are good if it actually works but the moment you have an issue good luck getting anything done about it. My router blew a fuse and I had to wait for a replacement for a week and they wouldn't even honour the promise of 8£ off for every day you're left without Internet because apparently weekends don't count towards those days, so why should I be paying my bill for those days if I won't get any service or my downtime isn't important. Now I am having intermittent cut offs every now and then for the past 2 days and when I called was told I have to suffer through it for another 24 hours and monitor the connection, what an absolute joke, it's been like this for the last 2 days so I have done 48 hours of monitoring.

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.