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 3260 customer ratings since 2021-05-17 (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.

4,163 Customer Reviews over 105 pages

  • Reviewer
    Location
    Manchester 0161 manny on d map
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I've had my wifi since April and my sons and I can not use the wifi for our rooms my boys have been complaining since the day they installed it that they can not play their games without "lagging out" i switched from sky to virgin and i have so far regretted my decision.
  • Reviewer
    Location
    Blackpool
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Just had 100m fitted and its total crap.The worst thing though is customer service, some else commented that they're morons but they're far from it.Its a carefully worked plan to send you round in circles.lve ripped mine out
  • Reviewer
    Location
    Enfield
    Reviewing
    Virgin Media
    Date
    Ratings
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    By far the worst Uk Utility company I have dealt with EVER in Britain, I mean Ever. Such a disorganised mess of company from customer services to mainly engineers who don’t care. Young guys who guess what to do when when they come to your property. 8 engineers since April when I (my mrs) changed from sky to virgin. Complete in prosessional farce. This truly an example of management /corporate getting it wrong, I’m desperate to get back to SKY. I will say that loudly, . No phone line working, pixalted pic, pooor Internet, 8 so called engineers under 20, clearly apprentices , so much a lot more, and the lies and lack of coherence with Call center/admin. I don’t know How a company can justify such an 8 Month farce. I can’t be bothered any more. I just for April 18. I repeat the worst utility experiance you will face. I live in London, I’m not I’m yhe country side. There is no justification for this . From gas to water, I don’t understand how a communications utility I moany of this scale can get away with this in the UK
  • Reviewer
    Location
    Surrey
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Have been with VM for over 30 years
    Most USELESS Broadband Company on the planet.
    No one answers their 150 or 0345 numbers.
    Have lost money trying to upgrade my package because of their rubbish website
    Son at Uni and wife on Furlough so need a stable Wi Fi
    Yet 3 complaints logged and still no one answers the phone
  • Reviewer
    Location
    Wallsend
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    promised connection 3rd Nov 2010 not connected then promised 23 Nov 2010 not connected promised 5th December 2010 Company apologised promised compensation not received eventually connected 5th December 1 month late. First 10 days download speeds were lower than upload speeds.Download speeds are still below promised. Only .4km from exchange at this point so disgusted changed to BT promised connection date 23rd December still not connected do I go on.
  • Reviewer
    Location
    Glasgow
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst supplier in the world - poor service - high charges for what is provided - never meets contractual speeds - cannot be contacted - desperately seeking an alternative supplier
  • Reviewer
    Location
    Kingston, Surrey
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    This is a shameful Mobile telephone service provider. If I could give them negative 5 star, I would,
    They do not honour what they offer on your contract and overcharge you at every opportunity.
    They change the terms of your contract and allowance to suit them.
    They do not deal with your complaints nor they resolve your issues.
    It is impossible to speak to their supervisor and no manager or supervisor ever calls you back.
    I don’t believe they exist. This company is very unreasonable and don’t listen to any rational or logic.
    It is wise and sensible to avoid this organisation if you value your money and time.
    Shame on you Virgin Media
  • Reviewer
    Location
    Stanwell
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Virgin media doesn’t care
    I have had one of the worst experience with this virgin media company. I called them 3 times in 2 weeks and they said an engineer will call and come but no one called. Now when I called them the call centre team and manager said , the service is not available on that postcode.
    The annoying part is that they are providing service just next door. And not in new build house where I am based.
  • Reviewer
    Location
    Devon
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Reliability
      1 star
    Comments
    Absolutely abysmal service now no broadband for 16 days. Cust service non existent online complaint link doesnt work. 2 scheduled engineer visits nobody turned up. When they did they didnt know what for and no tools to fix cable also as 6.45pm couldnt see anyway! If I could score zero on all points I would. Complaint sent recorded delivery still no response 4 days after they received it
  • Reviewer
    Location
    Selhurst
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Ohh dear! Such a waste of money every month.. so often we have problems with channels and broadband.. they just keep sending someone to fix.. and they just adding extra plugs to go in socket to get something better probably they don’t know them selfs.. I’ve feel tired to call every month with some problem.. my channels stopped worked and they kind of fixed it by putting more cables into sockets.. that means more electricity to pay.. now my internet is not working so they coming to fix this problem too.. I mean pls people choose Different companies this one is too crappy.. besides to cancel contact I need to pay more than 100 pounds omg
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Reliability
      1 star
    Comments
    After a 2 month wait for install I received a voicemail saying it would take 'around 6 weeks' longer, after that I would need to rebook the install. Worst experience ever for getting internet installed at a property.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid at all costs!
    Worst customer service ever.
    Their staff had a xenophobic attack on me when I rang to request a transfer of my account to my new address. I asked if she could do earlier dates and she kept lecturing me that ''That's how we do things in London''.
    In another occasion they rang me at 9pm to threaten me that I should ''check my account and see what's gonna happen to it'', simply because I was late on a payment due to a bank issue.
    I've been a customer since 2013 and when I requested a transfer of my account to a new address, they wouldn't send the technician till 2 weeks later. When I suggested I wanted to cancel my membership they threatened to charge me an early cancellation fee of 160 pounds even though it was their fault. They wanted to make me pay more money than I did before I transferred my account and they wanted to blame me for it. Disgusting service.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid virgin at all cost. Activated our fibre Wi-Fi 11 days ago and I can’t even have a zoom meeting without it freezing. When we called for help and/or to cancel they told us they sell broadband not Wi-Fi? So I should connect my laptop to the router at all times….

    I’ve been on calls with virgin for more than 2 hrs and what a shameful company. They had no solution to offer, no offer of help or a booster. Zero customer service.
  • Reviewer
    Location
    Hertfordshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Really poor. Poor customer service, poor broadband speed, TV box turns itself off whenever it feels like it. The engineer who came to fit the broadband is the company's only saving grace- he was fantastic- clean, quick, polite and courteous.
  • Reviewer
    Location
    Castleford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    What a load of crap!!!! Was offered sky sports for £22 the other day by email. Phoned upthis morning and asked why it hasnt come on. He didnt know anything about it and if i wanted movies! And sports it would cost nearly £100.
    Waiting for this contract to b over with
  • Reviewer
    Location
    East London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Honestly avoid. Was with TalkTalk who I thought I hated until I came to Virgin Media, and realised TalkTalk's slow internet was better than the more expensive and far slower internet of Virgin Media (I'm talking promised speeds of 100Mbps, and actual speed of 7Mbps) then spending hours on the phone being shuttled from one team to another, being told I'll need to pay a break fee, or I'll have to keep calling technicians to come out to try repair otherwise I can't exit contract. With an average of like 50 mins of hold each call, they make it the hardest possible thing to cancel. Very. Over. It.
  • Reviewer
    Location
    Earls Court
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    Comments
    I have been trying for the last 2 weeks to purchase a broadband service for my new flat that I just moved in. I have dealt with about 6 people on the phone who on my behalf completed wrong information on the phone and the process cannot be completed due to their fault and internal error. I have never had to deal with so many incompetent people just to buy a simple service. This is a complete joke and I still don'have a broadband. They even advised me to go to a different provider as they cannot fix their internal problem.
  • Reviewer
    Location
    Maidstone
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible customer service - just pass you on to other people for you to re explain the problem, won't allow you to cancel without huge termination fees, very very awful service.
  • Reviewer
    Location
    lodon
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    VERY VERY VERY BAD.The worse company ever!!!!!
    Don't recommend not even to my worse friend!
    They renewed my contract without my authorisation
    The customer services is always bad
  • Reviewer
    Location
    southbourne
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    disconnected my internet connection without my permission, 48 - 72 hours to get reconnected still nothing, only a sorry no compensation or anything useless customer service been with them for years. wouldn't waste your time with them use a different ISP.
  • Reviewer
    Location
    SW LONDON
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This company used to be very good but the last few years the service had been appalling. Very poor broadband speeds, constantly cutting out, customer service very poor and extremely rude. I cannot wait for my contract to end, will never have anything to do with them again.
  • Reviewer
    Location
    chertsey
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    8 months of stress after a bad installation and them digging up my drive and me calling twice a week for the last 8 months and no one wanting to take responsibility for what happened! Your just a number not a person and I won't be renewing my contract with them. If you have any sense stick with sky! Customer srrvice is outstanding with them compared to virgin. You have been warned.
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely terrible service from a crowd of patronising confidence tricksters.
  • Reviewer
    Location
    Sheffield
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I moved from sky to VM due to house move

    Broadband- 100Mb fribreoptic- BUT actual speed was <0.5Mb. every 1-2min has to refresh and stare at the screen for further 2min to obtain connection. My mobile internet via crappiest EE even faster. I went closer to the router (2-3 feet) absolutely no difference. switched on and off everything not a jot of a difference. No other wireless equipment in the house as I have just moved in and have no other equipment in the house other than a sofa!!!!

    TV- has anyone noted how frequent the adverts appear in Virgin TV. this is absurd. i was with Sky for 7 years and for the first time moved to Virgin and can immediately notice the change

    Telephone- no real concerns

    over all- customer services- I was within 14days. When tried to cancel, customer services were dishonest. kept me on the phone till 8:10pm and mentioned that cancellation team has now closed. Next day morning when i called they were RUDE trying to convince me why i should not. Infact i was told 'you are not giving us a chance to correct it'. YES i was not giving them a chance so that I go over the 14 day cancellation period.

    AVOID AVOID AVOID worst ever broad band. Perhaps BBC watchdog should investigate where the 100Mb speed comes from.

    I don't know who is better. I had talk talk in my other house.....they are bad but not worse
  • Reviewer
    Location
    West bromwich
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    There is no exaggeration in me when i say that virgin media is utterly and completely rubbish i have never seen such a bad wifi connection or spoke to anyone who doesnt even help u with the problem

    I have contacted virgin media over 50 times now yes 50 TIMES and everytime i either get cut off or get told some next random crap which doesnt make sense or sounds stupid

    Its been months since my wifi hasnt been given signals and all ive been doig with my life is calling up this crap provider i dont know why in the first place i even joined this company its one of the worst i have ever been with

    Utterly rubbish
  • Reviewer
    Location
    Coventry
    Reviewing
    Virgin Media
    Date
    Ratings
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Stay away from this company. Customer service is appalling. Have tried to cancel my mum's account with them several times and have also written (snail mail). They deny that they have received any phone calls from me. When I called their phone operatives tell me that the account was cancelled, then only that the phone was cancelled...then they deny dates etc. My 83 year old disabled mum is now being threatened with the baliffs.!
  • Reviewer
    Location
    Poole
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst service in Uk they cancell my direct debit without letting me know and without reason So it looks like they don’t want money for they crappy service.
  • Reviewer
    Location
    UK
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    When we closed our Virgin Media Account they failed to close down our old email addresses with the company. Nearly 2 years later, hackers got into my mother's virgin email address and began trying to access her accounts on other sites and registering new accounts using her identity. After confirming that they understood the situation, Virgin refused to change the password on the email address to lock the hackers out, or to take any other action at all until we signed a new contract with the company. They made it clear that this new account would be fully charged and non-refundable. They turned my mother's identity theft into a marketing exercise and willfully aided criminals for a quick buck.
  • Reviewer
    Location
    Lydiate
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Don’t even go there spent longer on the phone than wall streets biggest hitter, whilst trying to cancel the account luckily before it started in contract they just tried to sell me more. Clearly only a day training for customer service, it was comical
  • Reviewer
    Location
    Bristol
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The only thing worse than the unreliable internet speed is the idea of having to speak to the customer service team, if you're lucky enough to get through! Go with another provider...
  • Reviewer
    Location
    Hampshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Virgin upped the payments on broadband and said it is because we were to get faster broadband this is not so.when phoning they say it will be in the area soon. They put the price up in May. this is now August and still no faster broadband.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Reliability
      1 star
    Comments
    AVOID!
    3 months,and 3 failed installstions, after signing my contract, I still dont have internet.
    1. The first installation attempt was scheduled for mid-December, I had to take a morning off from work but the Virgin team didnt show up or even notify me the installation was rescheduled.
    2.The second installation attempt was scheduled for mid-January, however they again failed to show up or notify me of the cancelation, their explanation being they couldnt find a parking space.
    3.The third installation attempt was scheduled for early February, however they phoned me up just the evening before the installation day to let me know that they wont be coming the next morning because someone had parked in the parking slot they had secured(why they had decided that this person will be parked there the next morning, or couldnt simply call the traffic warden, is a mystery to me)

    All in all, they have been failing consistently over the last 3 months and seem to have zero regard for their customers.
  • Reviewer
    Location
    reading
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Dont buy them. They will stuck you in contract and then keep increasing the bills. I was told my final bill will be 22.50 and then it shot up to 29.99 next month. Online contract also was made to fool people, small prints shows few discounts ending at different dates. I read all details it shows my actual bill will be 37.00, will have 12 months discount of 7.00 and there was another discount of 7.00 ending after 6 months all in small prints.

    They don’t send you written documents or email contacts details to avoid any proof.

    Very intelligent fraud company.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid at all costs! I have been waiting for my service to be set up for 1,5 months and still not working. The appointment for the technician was scheduled 3 weeks after the contract was signed which was already shocking but then it was postponed by another 3 weeks without even informing me, I only found out when I called them. I’m speechless about this poor customer service. Absolutely unacceptable!
  • Reviewer
    Location
    Oxford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Apparently walls are a big issue for Virgin media. Internet constantly intermittent unless I'm pretty much sat on the box in the front room. Engineer promised these issues would be resolved following his visit and they were not...good job Virgin, I enjoy paying you £45 a month and then using my own 4G...brilliant service!!
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible service
    Customer service horrendous
    Can't connect to the broadband service daily
    Steer clear
  • Reviewer
    Location
    West Bromwich
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Without a doubt the worst service provider in the developed world. Shocking service, Sky puts Virgin to shame, had Sky for years and it never went down once, Virgin on the other hand goes down constantly.
    Really they deserve no stars
  • Reviewer
    Location
    Woodley, Reading.
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have now been a Virgin Media customer for years (from the NTL days). For the last 2 to 3 years it has progressively got worse in all areas. When you eventually get through to someone they are often clueless and give inaccurate information. The Broadband continually drops out or fails with average speeds of 10Mbps and I have their so called top package!!!!!. I have had engineer after engineer come out and I still have the same problems. I have 2 of the latest TV boxes and I don't get all of the channels on the second box because the signal is insufficient according to Virgin Media Engineers. I have had promise after promise of fixing the ongoing issues I have had for 2 years (still waiting). I am a very patient person but ....... It's not worth the money I pay per month. Probably time to look somewhere else.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Been a Virgin customer for 16months and subscribed to and been paying for 350mb broadband and tel line. In 16months I have yet to experience a single week where the broadband is actually what virgin promised to deliver and what actually I pay for!!!! ie anywhere near the 350mb, instead I have Ookla tests (approx 70-100 recorded test) on my phone for the last 12months and they consistently show broadband speeds of around 30-70mb!!!! I have rang up
    Virgin customer services on at least 10-12 separate occasions comparing about the lack of service and after 4 engineer visits and 9 months the problem is still there and yet to be resolved!!! Engineers acknowledge problem but make small fixes and leave and problem literally returns as soon as engineer leaves! Last engineer could not even get speeds of 100mb!!
    No offer to recompense loss of service and to date continue to charge me full price for the service eventhough they completely failed to deliver the service promised! Cannot even offer a date where problem will be resolved!!!
    I cannot wait for any other provider to offer these speeds as I will switch instantly and never return to Virgin.
    I would strongly advise anyone looking at Virgin as a supplier to avoid this company and disgraceful service and look elsewhere!
    Terrible unprofessional company that don’t even have an email address for customers to make any complaints or feedback!!!
  • Reviewer
    Location
    london
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolute rubbish.

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.