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 4282 customer ratings since 2021-01-25 (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
    Fitzrovia
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Internet connection (fiber) is really bad, it goes on and off and unfortunately in our case it is during weekend. The lights on the hub just blink for no reason and the internet will be off for hours. Then we checked and their website says everything is fine. We booked an engineer which is 5 days later ( the earliest). And the next day it will resolve by itself and the engineer doesnt have to come again. This thing happens almost every week. Ffs. Things are so annoying. Useless company. Avoid at all cost.
  • Reviewer
    Location
    Derby
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Breathtaking incompetence and shockingly poor service. The installation date was booked and I waiting, standing, at the unfurnished property for 5 hours only to be informed by the driver that he was not in Derby but in Manchester. I had phoned twice to check on when he was coming to be told he was on the way. He had the right street name in the wrong city and part of the country. Need I say more? An hour of holding on the phone TJ try to speak with a supervisor and 15 minutes of being identified in the Philippines and still no joy for what is to be a £1,000 per year order. Shocking…
  • Reviewer
    Location
    Tadworth
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    After last price rise from £27 to £52 then to £62, I decided to cancel the service and go with someone cheaper. Talk Talk offered me service for £23 per month. I cancelled Virgin contract and moved to Talk Talk. To my horror, their promised Fibre internet is a phone line! when I enquired following many calls, I was informed that the Fibre cable is only to the cabinet and connection is via land line! I tried to upgrade to full fibre 500 for £30 but after calling and waiting for hours....their customer service is appalling, they either redirect me to another operator that asks for all details again or hangs up. I came back to Virgin Media, within few minutes, everything was set up, new channels added free of charge, 2 new boxes order to replace old one and arranged for an engenderer to fix my land line. What an amazing service!
  • Reviewer
    Location
    West London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Can’t wait to the end of the contract and leave VM, broadband constantly down and the agents make false promises. What a terrible company. The network is so old and lacks maintenance so the broadband is consistently slow and goes down regularly and the support centre staff area always blaming each other within the company.
  • Reviewer
    Location
    CHEADLE
    Reviewing
    Virgin Media
    Date
    Comments
    save your money and stay away from this company. so slow internet
  • Reviewer
    Location
    Alsager
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      2 stars
    Comments
    In summary, terrible customer service. We needed to move house to an area that virgin media do not offer coverage. I therefore after 10years of being a virgin media customer needed to terminate my contract. Virgin media rewarded my 10 years loyalty with a £250 contract cancellation penalty. I wrote and phoned virgin media customer service to try and resolve They ignored me and I now have a debt collection agency chasing me. Very poor customer service. I will never buy a Virgin product again
  • Reviewer
    Location
    Manchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    I'd rather shoot myself than use this company's services myself. Everything was okay up until the point where we needed to cancel. Booked an appointment after moving and explicitly told them my address and phone number. Their people went to the wrong address, didn't call, and I found out that the customer service person didn't even update my address or phone details during the previous call. I was then told they updated both of these and that they booked a new appointment. Sike, they didn't A few days later I received an email that they're charging me 40 quid for the unreturned kit THAT THEY THEMSELVES FAILED TO PICK UP. I called them up, and they told me that they cannot guarantee pickup even when its booked. SO WHY HAVE A SERVICE LIKE THAT THEN? They also said they cant track which collector does which appointment so no liability for any of them, and I am left with a 40 quid charge which is after I gave them the whole loadout of information 3 TIMES. Insane, I'd probably rather go without any internet than to go with VM
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Virgin has got to be one of the worst internet providers in UK or the world. They have failed to create my online account, they have mispelt my name and I wasn't able to access my account for the first 6 months. The only way to complain about that, and the internet that kept disconnecting throughout the day was through an online account which I didn't have access to. I have contacted them 10's of times and wasted many many hours trying to get access to my own account that I was paying for :). A year has passed I have cancelled at the end of my initial contract, they have sent me several letters saying that they will be deducting several ten's of pounds from my account if I don't send them the equipment back. At the same time I had their engineers text me saying they will do a pick-up from 9 am to 7 PM, for 3 days in a week and no one showed up. I had to re-arrange my day and miss some work because of it and when I called them to confront them about the mess that is their operations, I asked what kind of compensation I could get for my lost time, as I would assume if their engineer was the one waiting for 3 days I would've gotten quite a generous bill. I have been placed on hold for 10 minutes and then they hanged up. :):):).

    THE ABSOLUTE WORST PROVIDER I HAVE EVER EXPERIENCED - CUSTOMER SERVICE IS JUST A WORD IN THAT ORGANISATION, ITS ACTUALLY ONLY THE CUSTOMER THAT IS SERVICING THEM, THEY ARE INCOMPETENT, TAKE NO OWNERSHIP OF THEIR MESSUPS AND ARE JUST TO BE AVOIDED - PLEASE LISTEN UP!
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Worst company ever. Avoid, they don’t care about you just ££££. The only good thing is internet speed.
  • Reviewer
    Location
    Canterbury
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Honestly, just the most awful company I have ever dealt with in my 30 years in business.

    Failed to deliver the product promised. When I enquired as to why they then failed to pursue what went wrong. The personnel who made the initial sale ignored all my subsequent (and let me stress POLITE) enquiries by phone and email for an update.
    After 4 weeks waiting for a device that I was promised within 2 working days, I made an official complaint. Was promised an immediate response and 'escalation'. The complaints department then totally ignored all my subsequent requests for an update. It is now 7 weeks later, no device delivered and I have heard absolutely nothing. Now given up on them.

    I am just incapable of saying more that can be printed about just how dreadful they are.

    Where do you go to complain about a complaints department that does nothing and does not respond or process your totally reasonable and legitimate complaint (we had a customer waiting for the device) ?

    Based on my experience, do not touch this company. They are totally incompetent and clearly they don't care at all.

    Totally and utterly useless.

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.