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
    2.9 stars
  • Speed
    3.1 stars
  • Reliability
    3 stars

Based on 8174 customer ratings since 2020-03-06 (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.

3713 Customer Reviews for Virgin Media

  • Showing page 1 of 93, skip to page 1
  • 2
  • 3
  • 4
  • 5
  • 6
  • 7
  • 8
  • 9
Reviewer Location Reviewing Date Ratings
WHATEVER HAPPENS, DO NOT USE VIRGIN.

You will go through hell and high water and still be the loser. I implore you to try others like EE where customer service is top notch.

VIRGIN CAN MESS UP YOUR CREDIT WITHOUT RIGHTS! AND SCARE YOU INTO PAYING FOR NOTHING.

It is almost impossible to get through to them so don’t even bother.

You will thank me later, trust.

Good luck
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
An extremely damaging company especially when it comes to mis-selling and poor customer service. Today they closed a complaint I opened in January citing because I didn’t get in touch after the first response, they assume I was happy with their resolution.

Only I did get in touch several times by email over the last month directly to the resolution team, I also called several times and was promised several calls back – none of which were returned, and I recorded all my outgoing calls! Finally, I sent a letter to their complaints department in Sunderland, citing my complaint, the original reference number, and copies of all correspondence. Royal Mail obtained a signature but still according to Virgin Media I didn’t get back in touch!

Even yesterday trying once again to resolve this on the phone I spoke to the resolution team who decided to pass me back through to Virgin Mobile an overseas call centre where the staff sound like robots and have absolutely no idea about customer service!

So, thanks Virgin Media and thanks to your outbound retention team based in sunny Birmingham for mis-selling. Please don’t respond asking me to text you, I think I have made adequate attempts to resolve this and you have failed. As for closing my complaint I have escalated it now to CISAS and the Financial Ombudsman, next stop the ICO for the fact your employee stole my bank details from my Virgin Media account and set up a direct debit with my bank for Virgin Mobile, I misuse of my personal data. You are an awful company and as soon as the next price increase occurs I am gone never to return and I’ll be taking at least seven different customers with me, friends and family who are absolutely appalled at how you have handled my complaint.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Bolton Virgin Media  
Truly awful company, overcharge their existing customers, make it as hard as they possibly can to prevent you switching. And getting worse all the time.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Wiltshire Virgin Media  
It was very bad experience with virgin service, instead of giving better service virgin took additional money from my direct debit and so i would advise never took virgin broadband or TV
  • Speed
    2 stars
Feltham Virgin Media  
Avoid Virgin at all costs. Greedy money grabbing company who don't care about their customers on any level. Best way to cancel with them, is to write to this address: Virgin Media
Matrix Court
Swansea Enterprise Park
Siemens Way
Bon-y-maen
Swansea
SA7 9BB

But be warned. I just did, they confirmed and then still went ahead and charged me for the next month! They are leeches, trying to suck as much money out of you as they can. They don't even offer you the best deals, just see how much they can get out of you! So glad that I finally have them out of my life and never want to deal with Virgin ever again!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
horrible service, my own mother was scammed by Virgin Media multiple times and had just heard from her today that virgin media were supposed to take 81 euro from her account as stated in the contract and took 189 EURO instead. i have no idea how you are so incapable at your a job that you can confuse 81 euro with 189 not to mention a few days ago they restricted her internet service because she didnt pay for a TV package {we do not have a TV Package} and took her a whole hour to get a slightly competent employee to start getting it back up. please do NOT go with this service it is a horrible decision and something you will regret
  • Satisfaction
    2 stars
  • Speed
    4 stars
  • Reliability
    3 stars
Virgin Media  
Abysmal customer service. Impossible to reach. Re-negotiated my rate due to an extended absence and later discovered they had put me on a new contract without my consent.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Newcastle under Lyme Virgin Media  
Shame on Virgin company. Haven’t got an internet since this morning (afternoon now) and they keep moving estimated fix time every two hours and postpone it for another two hours over and over again.
Had to by separately internet data to be able to work.
This is not the first time, happened many times before.
Horrible company, no care for customers, just shameless !
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Awful company do not go with them. The internet speed was OK on moving to a new house though regularly went up and down. They fraudulently attempted to place me on a 12 month fixed term contract without consent, when they lost at arbitration and were instructed to apologise and pay me compensation they did not comply and now 4 months after that ruling I'm going to have to ring Ofcom and have a default account on my credit score even though Virgin owe me money in compensation not the other way round. They are terrible, their customer service representatives have flat out lied to me multiple times. Don't deal with them, they're terrible.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Don't go with Virgin Media for Broadband - Look at the cost to start with. For me £27 and 18 months later price went up to £50.50. Then in January 2021 I got a letter saying it was going up by another £3.50! Making the total cost £54 per month.

I tried to cancel but Virgin Media would not reply to me on e-mail, Royal Mail, and would not answer the phone to cancel. Had to cancel my direct debit with the bank in the end.

Bad customer service - especially as I am recovering from cancer. High prices too - Keep away!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Grimsby Virgin Media  
I would leave 0/5 if I could for customer service and satisfaction. Our WiFi has fully cut out on several occasions, preventing us from doing our jobs. We live in a one bed flat in central London but barely get internet access in the bedroom and none in bathroom when router is located less than 3 meters away. Upon trying to cancel our contract today, my partner has been on the phone for 2 hours, and has been hung up on three times, even when assured he would not be transferred. Appalling service that traps you in a contract. We will be forced to simply cancel our direct debit. DO NOT GET VIRGIN MEDIA BROADBAND, we definitely will never do this again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
London Virgin Media  
Dont believe the hype! You pay for 100mb and very rarely get it. Constant dropouts throughout the day, connection cant even do zoom which I now do using 4G.
Then theres the customer support. An hour AT LEAST every time to speak to someone in the Phillipeans.
I changed from Plusnet for the speed upgrade but going back as soon as I can
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Surrey Virgin Media  
DO NOT WASTE YOUR MONEY AND BUY ANYTHING FROM VIRGIN. Don’t be fooled by the superfast speeds that they advertise. We fell for the trap and bought the biggest bundle they had to offer. In our first month (january 2021) we have had 6 issues. Firstly the advertised wifi speeds only cover one room in our house. You're never getting them in every room. The customer service is absolutely terrible, we have been on around 13 different calls, each with 1 hour wait times and we get bounced back and forth between departments who tell us the same thing over and over. We ordered wifi boosters with 3 DIFFERENT customer service agents. THREE! After the 2 weeks they all said to wait, we didn't receive anything and called up again only to be told no one had ordered anything for us and nothing was on the system even when we registered the boosters to be delivered online ourselves as well. Noone will answer your questions or help you; they will just repeat what they say multiple times until you're bored of hearing it. One time our wifi cut out for 4 days, which was shocking in itself and we had 5 people working and learning from home and Virgin said they can’t do anything to fix it. All they said was wait for an engineer to come, when the nearest available appointment was a week later. We asked for them to at least give us unlimited data on our sims until we have wifi and they said no. What kind of service are they running? If you're thinking of getting reliable wifi do not come to virgin, everything is a joke and you will not be helped at all. In one month we have had more issues than we have ever had with our broadband. The fast speeds they advertise is a facade. I would not recommend this to anyone.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
london Virgin Media  
When I finally got to talk to humans (by calling the number to quit) they were polite and helpful, however, nothing would make me stay with Virgin after just 4 days. 100mbs IF you are standing next to the router. Upstairs, 0.17mbs at one point. Called to ask for boosters and was told I’d have to wait weeks for one, and as that would take me past the cooling off period, decided to quit.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Buckinghamshire Virgin Media  
Worst provider EVER. In London, zone 2, there isn't a day without disconnections and lags. They simply don't care at all about their costumers, they just want money and their job ends there. Even to write this review I'm using data from my phone just to give you an idea. Luckily I'm convincing the estate agent to change provider for this house and all the one they have on rent. Shame on you Virgin media, you are more of tax collector than a provider, since you take the money without offering any service, hope you fail soon, and seen your lost of costumers on the third quarter of 2020 it won't be long.
Oh and if you guys haven't subscribed anything with them, save yourself some agony, since closing a contract with them is one hell of experience.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
THANK YOU! I got a discount on my account and a speed upgrade for being loyal. I want to personally thank Jessica from the Retentions department for being an absolute SUPERSTAR! VIRGIN MEDIA ROCKS!!! The service has always been great but the customer service always had problems. This proves to me that management does care and has been trying to improve. I will stick to your service for years to come and as well continue to recommend you to all my friends and family as the best ISP in the UK.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
London Virgin Media  
The worst customer service I have ever encountered. No humans to talk to. Bills are not detailed and they charged me unnecessarily AFTER disconnection.
I do NOT recommend this company.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Cardiff Virgin Media  
fast & reliable Broadband.

Utterly appalling customer service when there’s a TV problem.
Very slow and staffed by muppets who’s only idea is to restart the box.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Kent Virgin Media  
We have been with Virgin Media for a little over 3 years (initially at 100mbs and a year ago we upgraded to 200mbps). We also have had a landline service through Virgin Media.

The creeping, and significant, price increases and increasing outages and poor connections finally persuaded us that we should leave - and doing so has convinced me that I'd never wish to have anything to do with this company again (and neither would I recommend anyone else to do so). It's almost impossible to get through to the right person on the 150 number (the only way you can cancel apart from writing a letter to the address given in the terms and conditions).

In the end I had to send a recorded delivery letter (never acknowledged) and (finally) manage to get through to the correct department on the 150 number. Since I finally succeeded in ending the contract I've received two calls from "retentions" offering ever lower prices to persuade me to stay. There are infinitely better providers in parts of London and I am now happily with one.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
London Virgin Media  
Shockingly poor customer service - I've left them now but still have to wait 30 days.
Joke of a company
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Edinburgh Virgin Media  
VM customer service is non-existent. The speeds used to be okay but really poor. Awful service - I wish there was a way of holding them accountable for the bad service they provide.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Virgin Media:
1) paying for 100Mbps, never seen any speed even remotely close to it, not even once.
2)Constantly being throttled to 40Mbps
3)WORST customer service known to man, 9 hours spent on phone, fobbed off. Another full day of work lost, engineer sent. Engineer fiddled with cable, made excuses then left. Nothing changed, complaints ignored, cost per month went up and speeds remain hopeless. Sometimes it's as low as 6Mbps and never goes past 50Mbps, when we are paying for 100.
They need to be locked up, frankly, they are criminally bad.
DO NOT recommend using Virgin Media to anyone, unless you are big business or rich (those are the only people getting true 100Mbps in my area from Virgin)
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Livingston Virgin Media  
I called Virgin almost every day to try and tell them that I wanted to leave them. Usually I was on hold for over 30 minutes before getting cut off. When I finally did manage to speak to someone they cut me off twice in a row. They then try and tell me that I have to wait for 30 days to cancel my contract. Be warned - it is virtually impossible to reach them if you need anything.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    4 stars
Glasgow Virgin Media  
Customer service is atrocious. I am moving house, and despite hours on hold and on the messaging app I cannot get through to anyone.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
London Virgin Media  
Terrible, I was told on chat that I could place an order. Then the next day changes the delivery of the hub to my current address and the switch on date to the move in date to the new address.

They lied. You can’t do that online. Even the registration online is broken, they first email to confirm email address is broken, the link is wrong. (the template is broken and untested) You have to request a 2nd time, then he link works.

I called, which takes an 1hr on hold. I got through to a call centre in India that struggled to understand what I wanted to do. They were confused about if an engineer needed to visit. I told them it was a self-install. After about 30 minutes I thought they understood.

Then they told me to contact yodel.com to change my install date. They didn't understand that Yodel was a courier and that would not change the install date.

That’s enough for me, the level of service is awful. I’m cancelling while still in my cooling off period, a lucky escape! I have plusnet at 4 other houses I manage and will stick with them as you can actually speak to someone accountable on the phone.

The Virgin website tries to make you call a 0345 to cancel, which can be expensive from a mobile. Just shows how bad they are and attitude to customers.

I’ve phoned the 0800, spoke to Jordan who was helpful. But of course, had to be put through to another department. So back to a call centre in India, we struggled to understand each other, tried to talk me out of it over and over……again told me to contact yodel to reschedule!! I don’t think they understand what yodel is. I asked them if they were refusing to cancel and what their name was! They said they were trying to give me options, but didn’t tell me their name. I was just getting more infuriated! They did finally give in and even email me to confirm it was cancelled.

At every step the company is incredibly badly run and no accountability, no process is tested and to many departments.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Manchester Virgin Media  
Tried to cancel as I'm moving and virgin isn't available at the new house. For some reason you have to call them to cancel - what is this the 90s!? Total joke as it takes at least 5 30 minute calls to speak to anyone as they just cut you off. At least 3 hrs of my life wasted, why not have a button on your website to cancel Virgin Media. Where's my compensation?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
London Virgin Media  
we signed up to virgin media following the promise of a £125 bill credit. we didn't get it and really feel like we have been scammed!! the credit should have come off our first bill and didn't. then we were promised it would be credited after 90 days. six months later we are still trying to get it, spending hours on hold finally to be fobbed off when we do get through. I made a subject access request last time and have still been ignored even though this is a legal requirement. we will cancel the direct debit early and let them chase us for it. I would be happy to spend a day in court so that their atrocious behaviour comes to light. steer well clear. Virgin media offer better services and broadband than sky but we will still be returning to them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    3 stars
Newton Abbot Virgin Media  
Absolute nightmare to cancel my contract after my property was declared inhabitable for human habitation, without being charged an early exit fee. Even after explaining the extreme circumstances, they didn't care they just said that they were following procedure. And the amount of times I had to call them without an outcome, and today was even worse, one of their customer service agent terminated our call with him hanging up on me! I would rate them a 0 if I could.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
London Virgin Media  
Do not use virgin for on line gaming not very reliable
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Havant Virgin Media  
Virgin Media failed to refund me after I left their service. Nearly 2 years have passed since I informed them, the cheque never arrived and customer service hung up as soon as you explained the situation for them. NEVER EVER USE VIRGIN MEDIA. THEY ARE A BIG SCAM COMPANY.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Worst customer services in the UK. 5 separate calls to cancel service after moving, each call 30-50 minutes on hold, every call cut off. Online member centre link to cancel service not working so you have no choice but to call. If you sign up to Virgin you will regret it, the only question is when.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Northampton Virgin Media  
Pros: Great quality of service and awesome broadband speeds.
Cons: Customer service is absolutely awful. Practically impossible to reach by phone. Expensive. Discounts only for new customers. Existing customers get shafted.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Huddersfield Virgin Media  
In my opinion, the wifi is good for one year and after the contract end everything went quite bad, the wifi keep coming and going but overall is worth it and I really recommend it. (Better than sky)
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
bedford Virgin Media  
It took me 5 minutes to get broadband, but it takes weeks to cancel the contract.
There is no email address, phone line is always engaged. Very expensive t&cs. If you move address and there is no service where you are going, they will charge you hundreds of pounds moving
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
chelmsford Virgin Media  
Our router was damaged by a recent power cut, Virgin are doing everything except replacing it. Problem is getting worse as wifi no longer works upstairs. It did before. Have long thought their customer service was non existant but at least the kit used to work, no longer so. We have 2 people working from home, one a key worker. Situation is now so bad I'm thinking about moving even though that will result in much lower speeds.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Stourbridge, West Midlands Virgin Media  
Very poor cust,service India based,speed ok I've got 350 but very very expensive £61 just for fibre and phone,that's going up £4 in March and £10 after 18 months contract,daylight robbery.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    5 stars
  • Reliability
    3 stars
Sheffield uk Virgin Media  
Poor Customer service- Hangout without resolving, Long waiting time, Multiple dropouts of signals, weak security, Very expensive for old customers. I wont recommend at all.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Manchester Virgin Media  
Extremely bad customer service. I was holding for 20 min before I spoke to an agent. She said after 5 min that She is not the right person and transfer me to the "RIGHT" person. I was holding for 20 min before someone replied and apologised as she has put me to the wring team. After lot of discussion he admitted that he did not know what to do hence consulted his superior. And referred me to the "RIGHT" team. I was holding for one hour before the connection was disconnected by virgin. Can it get any worse?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Waltham Abbey Virgin Media  
The service is advertised at 100Mbits what you'll mostly get 99% of the time is half that at around 50Mbits. Yet, the price keeps going up. So, let me get this straight, you provide half the advertised speed and provide non-existent customer service (read the other reviews) yet you're raising prices on people? No thanks. I'm moving on ASAP to someone else.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
the business side is so bad that after 1 day i wanted to cancel, believe it or not in our days and age they do not support wifi?!!!
When i canceled after 1 day they wanted to charge me 90days of service, apparently they do not know the 14 days retractation period...
STAY AWAY FROM THIS SERVICE
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Enfield Virgin Media  

Loading...

  • 3713 reviews, showing page 1 of 93, skip to page 1
  • 2
  • 3
  • 4
  • 5
  • 6
  • 7
  • 8
  • 9

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.

Broadband.co.uk