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
    coventry
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I don't understand why is the Virgin media infrastructure not aligned with customer needs, perhaps they shouldn't connect too many customers to one point at their network which is overloaded and causing really slow speeds at peak times 10mbit on 100mbit service (peak = most of the day except 11pm till 6 am). I used to have BT infinity 76mbit and that was at nearly full speed 24/7. AVOID VIRGIN MEDIA AT ALL COSTS. Customers which are getting what they paid for are scarce and they should be considered lucky as there are probably not too many neighbours (burned by Virgin and switched to others) which are using Virgin connection and therefore connection is not congested.
  • Reviewer
    Location
    COVENTRY
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Signed up with Virgin about 4yrs ago and service went from bad to worse but couldn't stand the hassle of moving. Eventually with constant issues of no broadband and unable to get hold of these guys when you need help I decided I had no choice to leave. They are shocking at customer service they don't know what the meaning is. I spent 3Wks trying to get through to them for help which even that was poor and went days without Internet hoping it might suddenly return. I then tried to call to cancel, I got cut off and kept on hold for over an hour each attempt. I would suggest anyone is better than Virgin so don't waste your money, to e and effort with them...
  • Reviewer
    Location
    Wirral
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Awful customer service and awful awful reliability of broadband. I paid for the super fast fibre which was good for the first 6 months but shocking after that. I called on at least 6 occasions with broadband/WiFi failing and everytime the solution was to turn it on and off which is a complete joke.

    I tried leaving after my contract finished and they offered me a new contract with a £60 credit and did some ‘tweaks’ on their systems to help the WiFi run better, I decided to accep on the basis the first 6 months ran fine but lo and behold a week later the WiFi kept going down.

    Tried cancelling the contract again and this time he promised I’d have a month cancellation period, gave another £19 credit and sent and engineer out.

    Another week goes by and yet again the WiFi goes down. I tried cancelling for good and they claimed that I was outside the cancellation period. I had recorded all my calls with them because of this exact situation. Scumbags backed down and let me cancel but they tried offering me more solutions and discussing with a specialist on how to fix the issue. How about fixing it first time instead of when your about to lose the customer.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The most unreliable inadequate service of any. Everything based in India. Very hard to understand as the English is awful, no customer service, constant outages, slow and lower than paid for speeds and no communication.
    Chose someone else!!!!!!
  • Reviewer
    Location
    Liverpool
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    Comments
    Absolutely disgusting vile lying load of robots .

    Every month demanding money for a service which was asked to be downgraded the previous month for a period of 4 months .

    Will be suing for loss of earnings and inconvenience
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Changed from Plusnet because Internet kept dropping getting the same problem with Virgin.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Just found out that my broadband speed has been affected by poor cabling but have been paying a premium price for many years...will take 2 months to resolve and the compensation amounts to £35. It does explain why the wi-fi cant reach around the corner of the one room it is stationed in. Shocking.
  • Reviewer
    Location
    wallsend tyne and wear
    Reviewing
    Virgin Media
    Date
    Comments
    I have been a Virgin customer for years but once my contract is up I will be leaving.Since they brought the new routers in I have had nothing but trouble..The Wi-Fi keeps going off every few minuits I am paying for 100megs but lucky to get 1 it is absolutely ridiculous.Customer services just keep fobbing you off with excuse after excuse.They don't give a jott but keep on taking your money.
  • Reviewer
    Location
    coventry
    Reviewing
    Virgin Media
    Date
    Comments
    who ever reads this please do not join this company as it is a con.i was told my bill was 31.99 and i was always charged 43.47.
    most importantly all my friends say that they keep getting over charged in the bills.i am now seeking legal advice. looking forward to leaving the company a.s.a.p
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    I Hate virgin media. Do not use under any circumstances. Terrible customer service, paying for 30mb/s a month for broadband and telephone. Been getting less than 1mb/s in the evening, and tonight it reached an all time low of 0.1 mb/s, 300 times less than what they promised; and the telephone lines been down for months as well. Tried to contact virgin, but everytime had to wait over 30 minutes, and then they hang you up. I AM PRETTY SURE ITS ILLEGAL TO FALSLY ADVERTISE YOUR PRODUCT. SOMEONE WITH RESOURCES NEED TO SUE THEM. When finally reached the support team by going into a virgin shop; they told me my internet was an area problem, which they say will take 6 month to fix. And they refuse to compensate. DO NOT USE. DO NOT USE.
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Comments
    Worst service ever... Broadband is not even close to 50 mbps.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    I wouldn't give them any stars.Service is absolutely poor and that is understatement . There is no service almost a week now.customer services are clueless as to what is going on.definitely will cancel the contract. Avoid! !!!!
  • Reviewer
    Location
    Bradford, UK
    Reviewing
    Virgin Media
    Date
    Comments
    A shocking service particularly for the last 3 weeks but hasn’t been satisfactory since we joined Virgin Media. Have been meaning to leave for a while now after lots of unfruitful telephone calls to Virgin Media customer services and technicians . Customer Service is very poor with no recognition of the difficulties we’re experiencing with frequent periods of no connectivity. I don’t feel I can award any star ratings - zero across the board.
  • Reviewer
    Location
    redditch
    Reviewing
    Virgin Media
    Date
    Comments
    Do not buy virgin media. There nice brochures say speed upto 50MBPS but it is always less than 20 MBPS. They say when they say upto 50 it can be anywhere from 0-50. What would you tell these people. And it is very difficult to contact customer services. Even after We got the connection, we get daily promotional matter delivered to doorstep and by post. But when I complained the service is down, they say technical team has to take 5 days to come. I need to give minus stars if possible. Get lost..Cheats
  • Reviewer
    Location
    Bracknell
    Reviewing
    Virgin Media
    Date
    Comments
    Rubbish company, I never will use them again.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    Don't get Virgin!!! Installation was supposed to have occurred a week ago. Despite having had 3 weeks to check if external cabling was function, they left it till day when they cut my existing phone line and broadband. A car was parked on a manhole preventing them from feeding cable through, so contractor left and that was the last I heard of them. I have spent a week calling Virgin repeatedly. They have not managed to call me once to inform when or if installation will ever occur. Still not clear. Why cut my phoneline and internet when they could easily have checked cabling before installation, then absolutely no urgency to resolve. The contracts with external contrators obviously favour smooth installation so if there is any problem contractor can just dump job with no penalties. Customer service is designed to ensure you can never speak to anyone with any authority to do anything except to say you have to wait for 48 hours for something or nothing to happen (nothing in my case). They are not allowed to call out so if you get a direct line to relevant dept rather than passing round vast numbers of call centres, you are charged for phone call. In all Virgin milk customers who have no problems, but provide zero service in those cases where there are problems. That is the business model.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    An awful company. An engineer lied to my wife and made her cry. I had 6 different appointments for my internet to be installed and they were u successful. Appalling customer service. A COMPLETE SHAMBLES!
  • Reviewer
    Location
    The vanilla unicorn
    Reviewing
    Virgin Media
    Date
    Comments
    The internet is so bad speeds are so bad customer service is bad and I disconnect from the WiFi every ten minutes even though we’re paying £60
  • Reviewer
    Location
    Brotton
    Reviewing
    Virgin Media
    Date
    Comments
    Virgin Media is the worst internet broadband there is! I am currently using my 4G to write this as it is down once again!!! If you can get Sky or BT get one of those as they actually work!
  • Reviewer
    Location
    WOLVERHAMPTON
    Reviewing
    Virgin Media
    Date
    Comments
    on the day of my installation by Virgin which I've been looking forward too, turned out to be a shocking eye opener into just how poor the service can be!
    Took day off to wait in for the installation team to arrive but they didn't turn up or even call to advise they wouldn't turn up, so I called them to be cut off twice diverted then cut off, then got through to a guy who in fairness seemed a real nice honest guy he called me back as he said he would and then I had to wait for another guy from virgin to call.
    The guy called and said sorry but there is an issue with the fibre Virgin know there is an issue and should not have given you a date or even a connection as we can't install for possibly another six weeks! So I called another person at virgin to complain as I've lost a day's pay to be at home paid just under £70 to terminate my provider and then not even be called to be advised about what was happening! I was told sorry you can go to another provider. What a brilliant way to do business Virgin I do hope people read this and think twice before wasting their time.
  • Reviewer
    Location
    Basildon Esssex
    Reviewing
    Virgin Media
    Date
    Comments
    I was having trouble with my broad band for nearly a month
    I was phoning Virgin nearly everyday..was on the phone for about an hour every time..and the operator would say that's sorted now..would go off the phone and about an hour later no internet A GAIN..
    Eventually they sent a technition out..his name wa Deen he gave me a new box then looked at the wires inside one out and he sorted it..internet be ok so far
    Thank you so much Deen..
  • Reviewer
    Location
    northern ireland
    Reviewing
    Virgin Media
    Date
    Comments
    on their website they happily say 'you can go up or down' when you have too much data or too little. This isn't true. You can go up when it suits them and they may offer you to go down but only by changing contract which is hassle and not easy like they say. Yet they have changed mid contract without making it clear to me that they were doing that. They are nice on the phone but don't solve anything really. It's a shame because the actual coverage is good and when you do sort out the problems it works. But they don't sort problems to suit the customer, only to suit their computer systems and therefore lose custom. But I don't think they care because they are only interested in big contracts.
  • Reviewer
    Location
    Hitchin
    Reviewing
    Virgin Media
    Date
    Comments
    Fed up does not even come close to how I feel about Virgin Broadband....i must be so stupid for sticking with them for so long.....not now.....had enough....speedtest results for me over the last month average 6.2mbps when I am paying for a 50mbps service...i have had nothing but lies and no calls back!!!....they simply have no duty of care for the customer... brand Virgin is utterly useless and not one that embodies quality, trust and immpecable service...theres my rant...BT here I come!!!!!!!!!!!!!!!!!
  • Reviewer
    Location
    kettering
    Reviewing
    Virgin Media
    Date
    Comments
    awful install - came back and sorted out few weeks later

    Receiving 50MB on their 50mb service...however whichever browser i use and coupled to hard wire ethernet - youtube struggles badly with............1080 x 60 !!!!!! - buffer symbol several time er min..

    Spent £10 on the usual painful phone call - where they are only trained to talk you around in circles in barely understandable English from an Indian bedroom til you give up or shoot yourself

    Pointed out they were offering 100MB for same amount and that I am a 2 week old dissatisfied customer...my problem apparently
    Then the thing stops working - turns out that for some reason they ignore DD and send you an email bill?!! - for over £100

    Next phone call, I simply cannot relate in civilised tones (another £10 on pay as you go) couldnt tell me why it was a hundred not £33 - told me to look on internet....I pointed out that could be tricky - he replied that if i refuse to tell him exact amount owing from email I would fail the 6th level of security checks

    I pointed out that since my mobi no. checked out with their records and i confirmed postcode, name, address , when installed. type of contract,..zzzzzzzzzzzz and was trying to pay to re-establish connection............i am kinda highly unlikely to be some criminal mastermind....eventually he said, well how much do yu want to pay?...I picked a random fig, he processed it and back on line...none the wiser - still wont handle 1080p..........it is no better than my £19 talktalk, which incls phone...avoiding the 2 £10 phone charges in first week (£100 +£20) for 30 days of 720...dont get me started on the wi-fi!! - 10mb!!!!
  • Reviewer
    Location
    England
    Reviewing
    Virgin Media
    Date
    Comments
    Worst company on planet poor service terrible pricing and the customer service is like fighting Tyson with a blindfold on, use anybody but this conpany
  • Reviewer
    Location
    North London
    Reviewing
    Virgin Media
    Date
    Comments
    Virgin Media broadband is a waste of money and a waste of time. The service is terrible, I got fooled by their advertisements. Please boycott them. They
    deserve to be taught a lesson for fooling with people.
  • Reviewer
    Location
    Northern Ireland
    Reviewing
    Virgin Media
    Date
    Comments
    YOU HAVE BEEN WARNED
    YOU HAVE BEEN WARNED! I am sitting here a month after giving VM notice of leaving and still they are messing me about I have contacted them 6 times over that month to tell them I am leaving and now still they say after all that time there is an issue, so my advice to anybody would be DO NOT USE VM !!!
  • Reviewer
    Location
    Colchester
    Reviewing
    Virgin Media
    Date
    Comments
    Completely awful! Stopped my internet 10 days before my actual end of contract date. Have to wait 2 days for a technician when I have deadlines and work to do. The only way I can connect to the internet now is through a pay-as-you-go WiFi spot from BT which works better than my wired connection from Virgin.

    Don't use Virgin!
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Comments
    Rather defecate on my hands and clap than use this provider again. Their customer service is appalling. You cannot use the phone service if you do not have access to your password (which you cannot reset), you cannot call a member of staff and can only communicate via letter and a very intermittent WhatsApp service. I'm livid that I ever gave virgin the time of day as a broadband provider. There seems to be a total disregard and reluctance to communicate with customers. They failed to give me 30 days notice (legal requirement) that the fees would increase from £27 per month to £51. It took over 48 hours to get hold of a member of staff using their portal chat service. The service I did receive was non coherent and misspelled, and did not solve any issues I had.
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Comments
    Terrible speeds, a 50MB package barely rises above 1.5MB, with regular dips to 0.5MB. Getting 1% of promised performance is unacceptable.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    This is the only company believes that that the customers are always wrong and liers and their staff can never be wrong I had the worst customer experience ever.
    When customer complains the least you can do is listen and investigate.
    Mr Lutz Schüler your staff are not doing you a service and I will be in touch soon I hope you have better listening skills than your staff
  • Reviewer
    Location
    Mansfield
    Reviewing
    Virgin Media
    Date
    Comments
    Don't use. Confirmed my installation date several times over two weeks then decided 4days before installation to postpone for two months. After complaining they offered me a free dongle for the two months which since my current supplier had be cancelled meant at least I would have WiFi access. However I was then told when contacted the following day that I had failed the credit check for a dongle which they were giving me for free, even though I passed the credit check for the broadband they were going to charge me for. On complaining yet again suddenly on the day before original instalation date I got told that the work needed that had caused the postponement was too costly and the I stallation was being cancelled. I then received an email from my current supplier saying that they had been contacted by virgi media to say that they were taking over our supply so my current supplier would no longer be supplying our broadband leaving us totally disconnected
  • Reviewer
    Location
    Wigan
    Reviewing
    Virgin Media
    Date
    Comments
    Rubbish.
    I had to wait 32 mins on hold before giving up and hanging up.
    We are having to reset our router on a daily basis.
    Every time I try to call Virgin, I'm put on hold, no doubt to generate some income before their server spits the number out to call operative.
    I thought I was getting good service and a good deal with Virgin. Not any more. They are good arousing their new services and getting new customers inboard but they fail miserably at looking after the ones who have been eithem a number of years.
    To say I am disappointed is an understatement. I'm going to go on line and find a better deal.
  • Reviewer
    Location
    Redhill
    Reviewing
    Virgin Media
    Date
    Comments
    I've made a contract with Virgin expecting to have a solution, but I get until now only excuses and sorry, what does not give me any solution. I still expending time and phone calls to hear sorry, I'm unfortunate, exhausted, upset... Can't wait for the next excuses. I've been treated without consideration, as I'm a new client, feeling frustrated since the beginning. That is Extremely abusive. I don't know if it worth.
  • Reviewer
    Location
    Urmston
    Reviewing
    Virgin Media
    Date
    Comments
    Chuffin heck That was a close one !!. Just about to enter into a virgin media 12 month contract, and thought i would just have a quick look at a few reviews ......looks like B.T arn't so bad after all.. seems no company can offer a reliable, fast fiber to the home option. Its like living in a third world country think i will struggle on with what i've got for now thanks every one for posting your reviews its really helped my decision cheers Andy
  • Reviewer
    Location
    ILFORD
    Reviewing
    Virgin Media
    Date
    Comments
    We have had a very bitter experience with Virgin. Without advising, our home phone no. has been lost! They are unavailable to reclaim it due to the time taken to respond to the request. The customer service is horrendous. An apology does not resolve the issue. Stay away from Virgin!! Would not recommend it!! Rating of -1
  • Reviewer
    Location
    Bolton
    Reviewing
    Virgin Media
    Date
    Comments
    Disgraceful service less than 1/20th of advertised speed in urban area. Virgin Media TV signal is just as bad - impossibly slow reaction to saving and playing in/out Tivo Box
  • Reviewer
    Location
    Port Talbot
    Reviewing
    Virgin Media
    Date
    Comments
    None of the above, no stars. Awful service, wish I had never gone there. Have another six months to go. Can,t wait to be released. Poor in every aspect.. In fact a nightmare.
  • Reviewer
    Location
    Merseyside
    Reviewing
    Virgin Media
    Date
    Comments
    I can say i am extreamly disappointed with virgin media, had to cancel my account through no fault of my own, as i had to move house and they couldnt provide their service to my new flat. then without my consent i get a fee taken out of my account. I do not recommend them at all. Considering i once had to cancel Sky and due to a move and they said that although i am in a contract with them it is not my fault my current home doesnt let them be a provider. Therefore in my opinion if any of you out there are thinking inbetween sky or virgin. I would definitely recommend sky they are great.
  • Reviewer
    Location
    Manchester
    Reviewing
    Virgin Media
    Date
    Comments
    Do not lined this company's pockets any more!

    Only got 1 star because I had to but really it's so not deserved.

    I started with this company in January 2022 and had an intermittent wireless connection from day 1. Poor connection via the ethernet cable and can't even log in to My Account as it say "Oops, something's wrong". Took nearly 2 weeks to get through to customer services. Kept being passed from pillar to post, with nobody knowing what the call was about. No notes being made for other agents to see or understand any of the issues and what had been done. One agent promised a call back with 24 hours and I had to call back after 3 days then the call back happen 6 days later. I was promised to be compensated for my calls to them and loss of service, only to now say they will do nothing as it was not a complete loss of service.
    So being sat a home not being able to work, watch any TV or use my phone on WiFi in the next room for 3 weeks means I am meant to pay for, not 1 but 2 months at £50. If I want to leave I have to pay over £200 and I can't make a complaint without setting a call back to resolve an issue they already said they don't have to resolve because it's sorted now! Makes no sense but as long as my pockets get thin and theirs get thicker right? Make this make sense as I am currently paying for Virgin Media to take the p*** out of me!

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.