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
    Ashford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Awful experience they cut off my internet during installation and left with me with nothing, no engineer to fix it even a week later, I had to fix it myself. Customer services not interested, engineer booked but didn't turn up. Tried to cancel my account but they refused! Had to cancel in writing and just ignoring them now. Avoid!!!
  • Reviewer
    Location
    Leeds
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I was missold an offer in which I would be given £100 off my bill only to be then billed this without this taken off. Tried to contact customer services on 3 occasions: email took a week for an automated response; first phone call was told i would be called straight back then never rang back; second phone called answered then immediately hung up. Worst customer service ever received. Also, upon trying the 500mb wifi the most i can get it’s around 280mb often dropping as low as 47mb. Shocking service and shocking wifi.
  • Reviewer
    Location
    Warrington
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Husband receives a massive bill because our contract has finished, no notification of that, at all.
    Treating existing customers, despicably, we suggest you don’t bother with them. Computers are down we can’t deal with you, from a broadband company
  • Reviewer
    Location
    Bristol
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Please please please do not use vrigin media. This is the first time that i am reviewing and i am reviewing to save your life from Hell. IT IS DREADFUL. I have called 12times to fix my bills, plus you do not get the guaranteed speed. Also, they will not send me the return slip to send the broadband back. Avoid at all cost.
  • Reviewer
    Location
    Oldbury
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Dreadful customer service. Took 17 hours of waiting on the phone over 4 days to speak to the right person, who I barely understand due to their foreign accent and poor English. Engineer installed the finer cable box outside my house on the 23rd of February but did not did not install the broadband to the external cable box. There were no hub installed or provided to me, all I got was a fibre cable connection outside my house and that’s where it ends. No internet connection or equipment to enable me to receive internet supplied or installed. On the 3rd of March they sent me a bill for £55 for broadband charges, a service I was not provided with. When I rang them to explain the issues I as passed to 17 deferent staff located from all over the world. None them helped in the end and most were rude and lack experience.
    I then sent a letter and a copy of the contract to cancel the contract. On that very same day of sending the cancellation notice I phone virgin to cancel the contract, it took 2 hours and 4 different staff from around the world in the so called retention department and even then I got no where. On day 31 of they sent me another bill, which did not go through because I canceled the direct debit payment . I rang them again and after been passed to 6 different staff and departments I finally was put through to a staff in the uk who finally understood the situation and canceled the service. Never again! SAVE YOUR SELF THE TROUBLE, STAY AWAY FROM VIRNIN MEDIA!!
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Rated 1 out of 5 stars
    Just now
    NEVER JOIN VM Terrible - Is this legal ?
    I've been with them for more than 3 years. In October 21 I moved home and I kept the broadband under VM the assured me connection was perfect an no issues...

    1st LIE - I then discovered there was an issue opened from April 2021
    I opened a complaint as they confirmed the issue will be solved by the 1st of January 2022 and entitled to compensation once the issue is fixed. Asked if I could leave and they confirmed I will have to pay penalties.

    It's now March 22 and the issue in the area is still there (now due to be fixed April 22)

    Still can't have compensation and the issue is not fixed but, and here is the amazing part, the tariff went up. The increase doesn't have to wait the issue to be fixed.... ABSOLUTELY RIDICULOUS


    Just to give you an understanding of the issue

    Connection is intermittent - often not working
    When it works I don't receive what I'm paying for (I'm paying for 200VM I receive 70 less than half)

    Final thoughts
    If you are in NORTH LONDON and you have a job that requires a internet connection DO NOT JOIN Virgin media.
    Competitors is this areas are better - all our neighborhood is switching to BT with no issues at all.
  • Reviewer
    Location
    Worthing
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Absolutely appalling customer service from Virgin Media. We've had their broadband service for a few years then contacted them a week before we exchanged contracts for our recent move.

    The person we spoke with told us we could take our existing Virgin Hub with us to our new home, and the next day after the move plug it in and our service will continue.

    This turned out to be a lie.

    It didn't work so we spent an hour waiting to get hold of someone and when we did they stated that we were given incorrect information and that we needed an engineer to visit and install for us.

    So, we decided to cancel our contract and return our hub... we've endured patchy customer service over the years from Virgin Media and thought we'd take the opportunity to go with BT instead.

    Contract cancellation was confirmed on the phone with Virgin Media and we also then cancelled our Direct Debit. A few weeks later, they send us a new hub, which we put to one side thinking they'll then twig they didn't need to send it then ask us to send it back. They're so disjointed as a business that it's still sitting in our dining room awaiting collection.

    But the sting for us is that a few months later we receive a debt agency collection communication that we owe Virgin Media money… which we don't as we cancelled and it was confirmed on the phone by a Virgin agent.

    We've now spent a few hours over the last fortnight calling and communicating with Virgin, asking them to listen to the phone recordings, and then cancel this debt that we don't owe. Eventually, we speak with someone who states that we did owe for a disconnection notice and we agreed we'd pay it. It was £61.

    We've now been presented with a bill for £82, more than the amount agreed. It's just insane. We're both self-employed so spending more time chasing Virgin is time we could be spending on billable activity for our business. So, what do we do? Pay it and put it down to experience? Just leave it, and see if the Debt Collection Agency comes back again?

    I've never experienced anything like this and I'm hoping that someone senior in Virgin Media will see this and other posts and actually initiate some change within the organisation. Each department is like a silo, operating independently of other departments. Why they can't get aligned and actually offer a joined-up customer service is ironic, given they're in the communications sector.

    I never want to use Virgin Media again and indeed it puts me off potentially using other Virgin branded services. I wonder what Sir Richard makes of this? I wonder if he really knows just how poor the customer experience is? Happy to have a 1-2-1 call with Sir Richard if he's up for it.
  • Reviewer
    Location
    Manchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If you are thinking of getting Virgin broadband/fibre ..DONT!! I had their 'super fast fibre' installed in January 2022 and since then I have had nothing but problems. The signal is weak to devices upstairs ..less than a metre from the router, connection to my desktop computer and laptops is exceptionally poor with the dreaded 'connected no internet' status. Despite several calls to the call centre based somewhere on the Southern Indian continent I am still stuck with this product. I have asked several times for an engineer to call to my home, but have been advised by their staff to take all my computer products to a computer repair shop as they are the fault ? Wish I had stuck with Sky, at least that worked all over my home.
  • Reviewer
    Location
    northampton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    service compare to price that have to pay them is worst ever seen. try to disconect from over one hr from them !!!!!
  • Reviewer
    Location
    Bristol
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Basically I had a lot of issues with virgin media over the years, and a new issue happened, I contacted them nearly two weeks ago, and after speaking to four different members of staff, and getting nowhere, a manager took over the case, and booked a call for Monday and it never happened, then a new call was booked for later in the week, that never happened, and I am still waiting, and when I call virgin media no one believes me as none of this information is on my notes, and I just end up going round and round in circles, and get nowhere I would not recommend virgin media there customer service skills are terrible

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.