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 998 customer ratings since 2023-04-20 (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.

4,684 Customer Reviews over 469 pages

  • Reviewer
    Location
    Northampton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    This provider deserves a zero for customer service. It does not exist, they renewed my contract despite telling them not to. It is impossible to dispute their billing me for a contract I did not sign for. To all new customers - STAY AWAY. It is impossible to end or cancel a contract. You will not have access to them when you want to leave. They cheat and it is the worst provider I have come across. Do not be fooled by the introductory customer service, you will hate yourself when they make it impossible to quit. They should be banned from operating on UK soil.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I would rate at zero stars if possible. Stay away if you value your time, money and sanity.

    This company is a complete joke. I was falsely charged due to some internal mistake - fair enough - and they acknowledged this mistake. Great. However this is where the journey begins.

    After reaching out OVER and OVER again, each time they admit something went wrong, and confirming to me that a refund has been processed, but it never has. This has been going on since last april (so 6 months now). I have been chasing a simple refund that i am entitled to for over 6 months. Each time i reach out, i am assured that this time it was processed correctly. It has not. This is an ongoing experience, and i am writing this while waiting for yet another wasteful response from virgin.

    This company has the most useless, incompetent, joke of a support department that I've ever interacted with.
  • Reviewer
    Location
    Exeter
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Poorest customers service always issue with
  • Reviewer
    Location
    Sw London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible internet service multiple faults nearly every day totally unreliable and slow performance. Ringing service desk achieves nothing of value sometimes down to a fault and told to wait other times they just say it's not a fault and ignore my statement of slow or no service. Terrible service terrible customer service will avoid for all future contracts
  • Reviewer
    Location
    Plymouth
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Broadband hasn't been delivered since yesterday evening. You cannot get to talk to a human. Talking to a BOT produced false deadlines for it being resolved. First 1200, then 1600 and now nothing. signing up for text updates has produced not a SINGLE update today. Clearly Virgin's network isn't being maintained properly. Clearly it has cut its investment in staff as it has nobody available to help, and the problem isn't being fixed. Shame on Virgin. A legend for poor customer service.
  • Reviewer
    Location
    Twickenham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    We have been with virgin for 10 years. Every two years they put the price up and we stayed, mainly due to their internet being the best at the time and there being no real competitors. I have to be fair, their service worked 95% of the time perfectly (although when I used to play ps5 till late my internet would suit off at 1230ish every night for about 15 minutes, we never did find out why that happened?!

    However we got wronged by them recently, when I found out they would be putting the price up I called to see if it would affect us, I was told it wouldnt. Only to find out months later that we were paying £20 more! To be fair they had sent an email but this was later and we had already been told it was nothing to worry about. I called up, I was lied to by the adviser but after another phone call they did trying us.

    We have now put in our notice to leave when the contract is up in November. The fact we have been with them 10 years and the still charge is us such large fees is disrespectful! Ee on the other hand really look after us for such a long mobile phone contact!

    Virgin used to have a monopoly on the fastest internet but now they don't. We don't have any special packages except bt sport (we can get that for £20 a month with ee), we don't use the home phone and mum only watches Freeview and aids she pays for separately. Community Fibre offer 1gps speed internet for £20 a month, we have a freeview box and recorder, what's the point of virgin now?

    They offered us £52 which we would of stayed simply for the hassle of changing but now they have a great bit in all their contracts which says they will increase their fee every April inline with inflation and you cannot cancel!

    Be safe guys, ask these questions.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Honestly - avoid this company at all costs.

    Not only is it extremely expensive compared to it's conterparts (£50 a month for a package I got at £27 a month with Community Fibre) the customer service is absolutely horrendous.

    When I moved house, and opted to take them with me, they re-entered me into a new 18 month contract at double the price, without my consent. I only found out on receiving a shockingly high bill for the exact same service I had before. I'm pretty certain that's illegal - a contract can only be entered into with the express permission of two parties. When I told them this, they initially said I had to pay a fee to leave early. You can also repeatedly call and speak to different agents, have "notes" made on your accounts, but actual change doesn't happen. It's only been when I've escalated things to management that any changes have happened. Mind you - Management said they'd call me back the same day, and it was 3 weeks before I heard anything.

    The staff are rude, overfamiliar and don't seem to know basic information pertaining to their company and jobs. EG One person will tell you you'll receive credit refunds as a payment onto your card, another will say it's a cheque. Simple processes, totally different responses, but they both guarantee they're right. Also, they have ZERO tact, and don't seem to recognise that part of their jobs is understanding the consumer, not being rude, abrasive and patronising.

    Now for the broadband - it didnt even stretch from the front to the back of the house. I've changed providers and it's now working brilliantly.

    Stay well, well, well away from Virgin Media.
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    18 month contract and reliability was a common flaw. 50mbs speed was guaranteed but often it fell under 10 - in a household with 3 devices.
    The email providing notice my price was doubling didn’t arrive hence they’ve caught me with an additional bill.
    Service was shocking and all hidden behind a chat window making it extremely difficult to converse with and get a resolution.
    I would warn everyone with Virgin that their pricing is eye watering with my bill going from £24 to £51 so make sure you cancel with 30 days prior to your end date.
  • Reviewer
    Location
    Devon
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Have been with Virgin Media for several years. Now being charged £81 per month for 200 mb of broadband and a landline we do not use.

    We are moving to Plusnet where we get 500mb for £35 per month.

    We have tried to cancel our account with Virgin but without success. They do not answer the phone, the online chat does not allow cancellations, so they suggest we write to them. This is 2023.

    Ofcom has opened its own investigation into Virgin Media's compliance with its handling of contract cancellations. It has evidenced that Virgin has not complied with the rules.

    Avoid Virgin, they are expensive, dishonest and do not play by the rules.
  • Reviewer
    Location
    Glasgow
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Just Awful. If you have shares in these Jokers..dump them.
    This is a company going down the tubes
    They Cancelled my 7 years old account because a neighbour with a similar address wanted to join.
    Over a three week period, they could not fix it. I have logged around 40 hours on the phone and been passed around (more than 40 operatives) like an unwanted parcel. Every time it seems a little difficult the line drops! "Offshore", customer care operatives are badly trained, have little idea how their own system works and often just guess..they have even made it worse. In the end, took on a completely new contract and within seven days...you guessed it. back to the 3x 90 minute phone calls in one day PLUS. No TV service, Now find without wifi you have no landline, Hive heating, or of course all the other wifi dependent vital services...banking, email, council services...4 engineers 3 home visits, no one has a clue. No one cares. They know the customers they lose..they'll pick up from their awful competitors.

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.