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
    3.1 stars
  • Customer Service
    2.9 stars
  • Speed
    3.1 stars
  • Reliability
    3 stars

Based on 8402 customer ratings since 2019-08-11 (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.

3488 Customer Reviews for Virgin Media

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Reviewer Location Reviewing Date Ratings
Appalling customer service. Still waiting for call back from them after 2 weeks. Promised a booster and have not received it!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Terrible company. Customer service impossible to get hold off. Using current covid 19 as an excuse. Broadband speed no where near what you pay for. Don't go near these scammers.
Bolton Virgin Media  
Biggest regret signing up to Virgin - it has been slow, unreliable and makes it impossible to work from home. I have needed to set up a separate contract with a mobile provider (to use tethering), so that I can work uninterrupted. Very disappointing service and you do not get what you pay for.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Biggest regret signing up to Virgin - it has been slow, unreliable and makes it impossible to work from home. I have needed to set up a separate contract with a mobile provider (to use tethering), so that I can work uninterrupted. Very disappointing service and you do not get what you pay for.
  • Satisfaction
    1 star
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
I’ve been 2 hours on “hold” - no one couldn’t help me.

I’ve been transferred twice and still have not received proper answer, no one doesn’t know how to change monthly package - it’s ridiculous(after 2 hours of waiting).

Nobody is not responsible for nothing and just searching how to transfer you to someone else.

The quality of “customer” service it’s the same as quality of the internet
After 2 hours on hold Shelby pick up the phone and she was extremely rude .When we wanted to change monthly payments she was repeating herself twice that we agreed to that .When I said that I was talking with your colleague on September she said no , I didn’t speak to anyone since 2018 !
After 5 times asking her to change the contract to a cheaper one she offered “the cheapest one “ for 42 but on your website the cheapest one for 27 pounds!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Broadband is fast, but very unreliable. To the extent that neither I nor my housemate can use it for work. If I want to watch something on Netflix or Amazon I download it first because the likelihood of my internet connection lasting for the duration of a whole film is negligible.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    1 star
UK Virgin Media  
Absolutely pathetic. my advice to people who are tempted to have it installed DON'T if you do install you will regret it...
i was promised 50mb i get 13mb on a good day, Try to contact THEM you will spend at least 40 minutes waiting for an answer, the person who eventually answers will not have a clue make up some excuse and tell you to phone again in 24 hours, you have an option of pressing 1 and they will phone back 3 times i have done this i am still waiting for the call 6 days later.
They genuinely are the WORST COMPANY i have ever had the misfortune to use.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leicester Virgin Media  
Utter crap. Been struggling with the most basic of things such as emails ect, never mind streaming video. Checked my speeds every day for two months and I'm lucky to get 3 mbps. Paying for 100 mbps. I give up, I'd rather go somewhere else and get 50mbps constantly than put up with all this super fast fiber crap that virgin can't deliver. Very long time customer and disappointed for a long time. Bye bye virgin, never shall you be a problem again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Liverpool Virgin Media  
When the broadband works it is great, but it is intermittent.
The customer service is nothing short of awful. They are practically impossible to get in contact with.
You leave a complaint message and they say they'll acknowledge receipt in 48 hours. How does this help when my internet isn't working?
No refunds or acknowledgement of poor service, terrible.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Beeston Virgin Media  
Im paying £43 a month and my broadband is shocking all i have is broadband no phone line no tv
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Darwen Virgin Media  
scams! They take advantage of everything. My contract ended and they increased the price from 27 to 50 pounds per month. I called them when I checked my statement and they said they cant renew the contract and I had to pay 50 pm. i discussed with my roommates and for a month I've being trying to call back to cancel my subscription and no one would answer (i tried from website to cancel but there is no option). So I cancel my direct debit and when they finally called they said I had to give one month notice so I had to pay for next month too even if my contract ended.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
London Virgin Media  
The worst customer experience I've ever come across

After 3 months of waiting and 4 engineer visits Virgin decided to give up on installing Fibre into my building. Over those 3 months they refused to let me cancel and go with another provider, redirecting 6 times to different departments as a retainment device.

I've been left working remotely with no internet during the Corona outbreak, putting my employment to work at risk.

Please do your future self a massive favour and avoid this awful company!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
London Virgin Media  
I bought internet m350 fibre nearly 2 months and internet not working in the house. I spoked with costumer service few times for help but nothing changed. They promise engineer will come by appointment but nothing. Just lied! Worse service ever. But they happy with your money, that’s it!! Very careful!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wembley Virgin Media  
Appalling service. We have been with Virgin for several years and they have got progressively worse. They are now nothing short of con artists. You sign up to a speed of service for a set monthly figure; they increase the monthly figure and, in our experience, you never get the speed you pay for.

We are supposed to get 100Mb/s. We do not get this anywhere in on our property, despite having to purchase WiFi extenders (the Virgin router would not provide coverage outside of a single room). I am currently getting 0.5Mb/a right beside the router. You contact customer service and they waffle on, spoon feeding you a load of rubbish.

The worst provider going by a significant margin. Avoid; go with a more expensive provider, any other provider, not these guys. Absolute rubbish.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Maidstone Virgin Media  
Endless problems.
Was charged £100's on home phone that i dont even have.
Have had 18months of horrendous internet, cant hold a skype call even by the router but Virgin wouldnt let me leave my contract.
Terrible customer service and internet connection.
My friend is a manager there and says Virgin are really struggling financially and technically.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Croydon Virgin Media  
Virgin is fast. Unfortunately, it isn't very reliable, and their Customer Service and Tech Support is incredibly poor. This is what happens when you outsource the majority of your tech support to Indian Call Centres.

Virgin seem to use "speed, speed, speed!" as an exclusive measurement of connection performance. If you're having any issues, then they'll immediately blame your Wi-Fi connection, even if you're not using Wi-Fi (like me). They don't seem to care about the quality or reliability of your connection which can cause more problems than simply the speed of your connection.

It is suspected that many of their reliability problems are caused by over-subscribing their network - trying to accommodate more customers than their infrastructure can physically handle.

I find it hard to recommend Virgin for consumers right now - if you can get a decent connection from BT/Openreach, then perhaps you should go with them instead.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Bromley Virgin Media  
Cannot believe how bad Virgin media is, moved house 2 months ago signed up with them , tv’s keep breaking up internet hardly ever works when it does really slowest we’ve ever had. It’s been completely off for over 3days now phoning constantly being told there’s an outage and back on in a few hours
Essex Virgin Media  
Atrocious customer service. Broadband cutouts for a week that have only been getting worse with no communication whatsoever as to what’s happening despite signing up TWICE for text updates. You only really find out how good a company is when things go wrong and Virgin have been singularly unimpressive.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Dover Virgin Media  
This customer service...... Should be 0.

Still waiting for email.

How long they answer for complain half year?
  • Satisfaction
    3 stars
  • Speed
    3 stars
  • Reliability
    5 stars
Croydon Virgin Media  
Virgin Media are highly unethical and could be described as profiteering:
* They set high prices, hook people in with a reasonable deal, customers then find their prices are effectively hiked 70%+ after a year.
* They do not offer the same prices for existing customers as for new customers. I'm therefore being discriminated against new customers. I've currently been offered a package at £38 (best deal they can offer) which is online to new customers at £29.99. This is unethical and I do not understand how they get away with this shameful business practice.
* They said to me I could not move to another provider as currently Corona Virus restrictions mean their competitors cannot complete any installs. They are using this as a tool to keep prices high knowing I can't go to their competitors with current movement restrictions.

Further:
* Their Customer Services have been extremely poor for a number of years. One example is they cannot send my bills to my personal email address - because I used it at a previous address when I moved house. I could go on, but will spare all the details.
* Virgin Media also said that if I cancel, then no one else can take out a contract with Virgin at my address for at lease 3 months.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    5 stars
Edinburgh Virgin Media  
Great product, but, the most despicable, unethical and greedy company to inhabit this world
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Shropshire Virgin Media  
Mis-sold me a plan on price twice in a row. Liars
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Fast broadband is useless when it doesn't work most of the time. We've had constant outages since we joined 6 months ago. Virgin Media are well aware of the problem, and it's not limited to our house - the whole area is affected.

We call multiple times a week, but customer service are absolutely useless (they're not even technically part of Virgin Media, but instead are outsourced so they can't actually provide any useful information).

Yet they're doing nothing about it. Constantly told that an engineer is working on the problem, and that it'll be fixed in a few days. Never happens.

Even worse. We can't cancel our contract without incurring an £80 penalty fee, because Virgin record the intermittent outages (i.e out for 10 minutes at a time, every half hour) as separate incidents, and thus the outage doesn't last long enough to trigger the cancellation clause.

We're literally being held hostage.

Avoid at all costs.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
I am giving Virgin Media 1 star because there is no 0 star option. They have absolutely the worst customer-service of all the ISP's (we own 12 properties and use several ISP's), as well as being the worst for broadband speed and reliability. We have always had problems with VM - both with broadband speed and reliability, and with customer -service.

Today was typical of our experience with VM. This morning I had to contact them about issues pertaining to two properties.

PROPERTY 1: We have had broadband problems (e.g. upload speed of 0.01Mbps - this is not a typo - just one HUNDREDTH of one Mbps) for more than 1 MONTH, and received a text message (for the third time!) advising the problem is fixed, even though it is not. Spent 52 MINUTES ON HOLD (this is not that unusual for VM even before the coronavirus) when I called. When I finally got through, VM said they know about the problem and their engineer will sort it out asap. I said VM has been saying this for weeks and asked why VM keeps sending such messages if they know the problem is not fixed - VM did not have an answer for that.

I advised that on 4 March I wanted to speak to a manager, was told that none were available to speak to me, but was promised that a note would be placed on the account for a manager to call me back within 48 hours. I advised that it has now been 20 DAYS and no call, only to be told that the last person I spoke to at VM did not place a note on the account for a manager to call! I asked the lady I was speaking to today to place a note on the account for a manager to call and confirm to me that she has definitely done so. However, I do not hold out any hope that a manager from VM will bother to call me.

PROPERTY 2: Potential serious issue with a new account, tried to call VM, kept on hold for 87 MINUTES, then recorded message saying they cannot process my call and to call back later. Found VM email address on an old email from VM, and sent an email explaining the problem. Received an automated reply saying VM do not monitor this email address and to contact them through the website. Website options do not match the issue and I keep getting directed to FAQ's with no option to send message to VM - spent the last HOUR trying to find some way to email or message them with no luck.

Unfortunately, in the two properties above VM is the only ISP that can provide fibre-broadband at the moment, so we have no option but to use them. However, we have decided that for the other properties we will no longer use VM and will cancel the other VM accounts as soon we are out of the contract period.

For anyone who is thinking of opening an account with Virgin Media I say if what you really want is very poor broadband-service and worse customer-service, and you really, really enjoy spending literally hours on hold to sort out issues, then VM is definitely for you. The rest of us who want reasonably dependable broadband and good customer-service will go elsewhere.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Location Virgin Media  
Problem almost everyday, no help just stupid pre-recorded messages ... the downtime is more then the uptime, they never seems to get the problem fix, they are really driving me crazy...new provider next year for sure !
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Redbridge Virgin Media  
I’m so disappointed with virgin media, they don’t care about the loyal customers, all they care about is money . I was try to phone them 7 times and never got throw. I will definitely be changing my supplier
Do not touch
  • Satisfaction
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Birmingham Virgin Media  
The worse company ever! the worse customer service it is shocking. I have called them 10 times in two months to return my router. Every time they say they will send a new return package -they refuse to send a tracked one- and despite the fact that I am home all the time I nver receive one. They keep texting me, emailing me, harassing me about a £40 charge of I do not send it back by the end of the month!! I call them and email them without reply. There is no way to contact them and solve their fault. Do not sign with them! You will regret!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
UK Virgin Media  
Trying to get through to Customer Service. I have attempted 19 times in past week. They do not answer. Our TV is not showing the channels and my mobile calls keep 'dropping'. I have to try at least 6/7 times before it connects. I have now been waiting for Customer Service today (Saturday 21st March) for 65 minutes!! They are not the cheapest of providers. Hopefully, people will vote with their feet
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
London Virgin Media  
I have never and i mean never received such dreadful customer service, all the big telco firms are pretty poor but when it goes wrong with virgin media not only are they too incompetent to fix it, they cant even keep a track of the customer complaint. If they can't even log complaint interactions accuralty (or at all) what hope do you have of actually getting the complaint resolved? I have now been trying to get my number back for 6 months and am no further forward at all. Absolutly dreadful.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
London Virgin Media  
Really bad.I wish I had read all the reviews before switching to virgin media. I Have just cancelled my contract as I was still in my cooling of timing.Would not recommend to anyone
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
BEDFORD Virgin Media  
I joined them 6 months ago. Services don't work. Indian helpline completely useless. They lie and cut off calls after making u wait for 30+min. Comolisn process even worse
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham Virgin Media  
I have been with these bandits for just 4 weeks, what a set of cowboys, told once I was with them I wouldn't use anyone else, that was the first lie of many.
I had the supposedly 200Mb package, sat in front of the router using Speed Checker everything appeared fine, leave the room and it dropped by half, walk another 5ft and you was down to 50mb, although these figures sound better than TalkTalk, Sky, they are not stable or consistent, move back to the Router and for some reason this now shows 110Mb, even though the numbers seem high, buffering was a major problem, Computer, Laptop and Phone show's 2bars, luckily I still had my reliable TalkTalk @ 39Mb no matter where l go in my home. Don't bother contacting customer service for help its beyond a joke, many lies told, looks like its from a script, sounds just the same as may others on here.
I phoned 12 times to try and sort, its just unreliable and finally 3 calls to cancel, finally got it through to them I had, had enough, thank god I didn't cancel my other provider before trying this very poor service, would I try them in the future again, most certainly not even if it was for free. Good Bye Virgin Media and Good riddance.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Derbyshire Virgin Media  
I have allegedly the fastest and most expensive package at 350mbps but am getting abysmal speeds between 4Mbps and 45Mbps on a regular basis with regular dropouts that require switching wifi on and off every time. Engineer came but tried to say that his speed reading was over 300Mbps and was only convinced when I showed him the real speed across multiple devices. I also showed him that the speed was the same whether wired or wireless. He changed the modem but problem was not sorted. He said he will report this as it seems to be an external network error and that it will be fixed the following day. He wanted me to sign that signals were up to spec. but I made him add that the speed is still slow. I waited for this to be sorted and was in touch back and forth with the engineer for a week but nothing was sorted and he stopped replying. Complained and was booked another engineer for a time slot which they changed on the day. The engineer didn't show up, so I called and they denied they changed the appointment. They rescheduled the visit. Still engineer didn't show up. I called them and they said there was a glitch in the system and although they confirmed a time slot with me, the engineer was given a different time slot. Overpriced. Bad service. and what used to be a good speed is no longer. Do not recommend at all.
London Virgin Media  
I don't even know where to start with this company. I just wished Telewest never sold their business to these Virgin scammers. I've been a customer with Virgin scammers for around 10 years, sometimes the misses with be paying for it and when we moved other address, I would be the one paying for it.

Then my house burned down including their modem and they charged me £50 for it. Their customer service which is from India refused to waived it, showed no compassion whatsoever while dealing with me. I've tried numerous phone calls to try get that £50 back because let's face it, I've just been in a fire but they wouldn't help. What amazed me the most was that every single customer service agent that i dealt with behaved the same way and it felt like talking to wall. On the other side, I couldn't attend my physiotherapy sessions and had all charges waived due to the circumstances. From that day, I decided I would never affiliate myself to any business that has the name of Virgin and decided to move on until I got an email this morning that my details have been compromised when i specifically told them to delete everything about me. A report will be made after this to Information Commissioner’s Office (ICO) because I'm not happy that a cheap, unethical company like Virgin is still holding information about me, its been 1 year VIRGIN. Was it really a breach or have you been selling our information to make some extra money to fund your space programme scam? To be honest, expect the unexpected when it comes to unethical cheap companies like Virgin.

All the money you give to them through Virgin goes to their stupid space programme anyway, it doesn't go into any innovations.They planned taking humans in 2008 and we're 2020. We are all getting scammed. They call Elon musk a scammer but i believe Richard Branson is the scammer of the century. At least Elon Musk shows progress. Wake up guys and hit them when it hurts the most.

Do you want to deal with a company that is Cheap and unethical like Virgin? If yes, then go ahead and throw money at them. You been warned !!!!
Croydon Virgin Media  
Terrible TERRIBLE service and Our information is not safe with them!! They deliver my package to another address by accident and don’t go to collect and rectify and then TODAY I GET A EMAIL STATING THIS “we are sorry to inform you that you’re information that’s on our data base has been accessed” so I am not vulnerable to fraud an third party calls!!! Then they still want to charge you stupid money and they can’t even secure our information... can not be trusted with anything. I can’t believe this is actually a company ... WORST COMPANY CREATED BY MAN. Avoid virgin media
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
They are not helpful and they will take money from you even when there service is down not a good company strictly about taking money out your and my pockets cancelling service today! Don’t go with virgin also hidden charges apply
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Acton, London Virgin Media  
Worst company I have ever dealt with. Extremely unhelpful advisors who keep telling me a different thing? Nothing seems to add up. They have not honored the rewards for joining them and have added extra costs which was never agreed. Woeful, inept company and shall never use again. Unfortunately in contract with them for a few more months. Wish I had read the reviews first as there are a lot of people who are experiencing the same problem. Disgraceful! Please avoid
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Barnet Virgin Media  
Record every call!
Such a shame when the excellent broadband fails and you have to speak to a customer service representative, after a 35 minute wait the 1st rep just hung up on me during booking me a technician appointment. 2nd one immediately upon requesting his name and reference number he just gave me a name and said everyone in India faults knows him!
Third time I recorded the whole conversation and got a plausible answer and a complaint ref no:for a refund of loss of service
  • Satisfaction
    4 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Southampton Virgin Media  
I have used many broadbands over the years. Unfortunately at my current place Virgin was the only option and I have never been that dissatisfied with any provider before. AVOID IT! Cancelled my contract without an explanation, then I started new contract which is two times higher. The worst broadband!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Have been trying to make a simple change for three months, numerous stressful phone calls, to no avail. Stock questions asked . I am now considering going down legal route. The bills keep coming for a service I am not getting, funny how that happens!! Looking at the reviews I am on a long list, and my problem not uncommon.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wallingford. Oxon Virgin Media  

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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.

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