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 8110 customer ratings since 2019-11-29 (Show all time ratings)

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Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

3603 Customer Reviews for Virgin Media

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Reviewer Location Reviewing Date Ratings
I don't usually leave reviews but the service provided by Virgin Media has been terrible from start to finish.

I have no idea what I did in a past life to deserve this level of punishment, Micheal really outdid himself when he designed this torture scene in the good place.. Working from home means you rely on a wifi provider and right now I'd rather live off universal credit.

We first opened our account in Nov 2019, the wrong start date was set internally leaving us without a router for over a week, we then received our router & TV package; with the wrong cables for the set up we have in the house. We waited over an hour to speak to their support service (pre-covid) to be told that the correct cables are definitely in the box & they couldn't help, in the end I had to use livechat to send a photo for someone to finally confirm it was the wrong wiring.

The Television box itself is very slow and becomes unresponsive often. Speaking with the team at virgin they say to "empty your downloads" - We had no downloads - and then they would check there is no faults, according the virgin there never was a fault so they wouldn't help.

When our wifi occasionally started to drop out we where told very similar things "there's no fault" "It must be your device" etc, well funny that 8 different devices can throw up the exact same issue.

Upon our contract coming to the end of the first year we got offered a renewal price of over £60 for a service we paid under £30 for! I called and asked for their best price and they said £58 was the absolute best. I got the exact same package at talktalk for £25 so called back to cancel and all of a sudden they offered us the exact same package for £28. If that was offered at first then MAYBE I would have considered it but having spent hours waiting on hold to be told an entire bunch of different rubbish by virgin media I decided enough was enough.

After cancelling Virgin I was still stuck with them for 30 days, during this period my wifi speed dropped from 100mbps down to between 10 and 20 mbps.

I'm glad I'm no longer with this money hungry service.
- Over 1 hour wait times outside of covid-19
- Almost 2 hour wait time inside of covid-19
- Webchat for support is incredibly glitchy, you get refreshed out, the wait time displays as 1 second even though you'll wait over an hour.
- Service is slowed after cancelling
- Random additional charges of £1 - £5 added to your bills with no explanation.
- Try at every cost to con you into paying above the odds
- Online portal doesn't work for half the pages, you cannot look at prices, update details etc.

Honestly terrible company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Surrey Virgin Media  
Joined Virgin Media for the first time and they are great for internet speed but the customer service and fault support service is extremely poor.

Everytime i have tried to call the support line i have had to wait for over an 1 hour. Even if you managed to get hold of someone the phone would get disconnected and have to call in again and wait for another hour. It just nightmare to get support from them
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Wembley Virgin Media  
if you want to be ill , develop stress, and mental issues then pls join virgin media .
this is the worst experience ive ever had in my entire life. there is simply no customer service training , it seems like staff can simply do what they want and make up errors as they go along. missed 2 important deadlines and the compensation offered is around £1 pound something a day.
it's usual to be hanging for an hour then get a not bothered member of staff listen and then transfer you then phone goes dead . please DO NOT join Virgin . you have been warned . i am thinking of taking my complaints further
  • Speed
    5 stars
catford Virgin Media  
Useless. Cut off my broadband ‘by mistake’ when I renewed my contract with them. Sent a complaint letter 3 months ago and not heard back. Now they have cut off my account again due to ‘late payment’ but I’ve been paying by direct debit for 3 years! Unbelievably bad service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Essex Virgin Media  
I have, until now, been quite happy with my Virgin Media Phone & Internet package.
I pay circa £59/month for phone and internet...... and have recently been informed that my internet speed has been increased to 100 Mb/s at no extra cost.
I logged into my account and requested an increase in internet speed from 100 to 200 Mb/s at extra cost of £6.01/month...... I received an email from Virgin Media asking me to call a number "as some of the information required was missing". I called the number ; BIG MISTAKE !
What followed was 30 minutes of high pressure sales during which ;
1. The phone connection went down three times, and I was called back.
2. I could barely understand what the caller was saying.
3. The caller asked for the first, third and fifth character in my password ..... I thought only I was supposed to know my password.... obvious security implications for my account.
4. I was coerced into 350 Mb/s internet, which I can't afford, and which has a contract length of 18months versus 1 month for 200Mb/s.
5. I was coerced into opening a Virgin Mobile account, which I don't want, and which included the caller asking me for an account password, security implications AGAIN.
6. When I was asked for bank details, which Virgin Media already have, as I pay by direct debit, I "smelled a rat". I told the caller I wanted my account reverting back to the way it was after which the caller still insisted I carry on with the process. I told the caller I was going to hang up the phone now, and my account should be reverted back to normal, and I hung up.
7. Less than 1 minute later, the caller rang again and before they could say anything, I told them that our dealings were finished and I wanted my account reverting back to the way it was, and hung up.

The initial email I was sent asking me to call them was misleading, and dishonest ; it used the excuse of needing information to subject me to a sales call ; had they said, honestly, that it was a sales call, I wouldn't have bothered.

So here I ; still haven't got 200Mb/s internet, wasted 30 minutes of my life trying to understand a phone caller, and Virgin Media don't want to communicate with me about my email to them...... I'm still waiting for a communication from them, a week later.

I'll leave you to make up your own mind.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Merseyside Virgin Media  
Absolutely discusted in the customer services that's if you can even call it that absolutel rip offs I'll be telling everyone how bad they are only good thing about is was the engineer been totally ripped off for internet iv never used and then passed around the phone idiot to idiot who's sat on there arse all day putting ppl on hold no notes on my account nothing absolute worthless how is this company still running I'm going to do everything possible to complain where is the customer services I feel to go there to actually get this balance wiped off my name absolute jokes!!!!!!!!!!!!!!!!!
Sheffield Virgin Media  
Apparently we get up to 200 mbps, however, we rarely get above 100. Recently had an outage and when it came back online I did a speed test on VM site & I got 81.8 down 13.4 up. Later that day I was texted to say that "... it was all fixed" so I did another speed test and got 62.2 down and 7.6 up. Go figure. Whenever there is a problem God help you. Lets just say that if I could rate Customer Service No Stars, I would.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Colchester Virgin Media  
If you are thinking of using Virgin Media - trust me, you will live to regret it. They hiked our internet prices up to an extortionate amount - just cancel the contract I hear you say! The problem is you can't cancel the contract. Firstly, they inform you of the price after the termination date has passed, so you've already been scammed into paying for at least one month. Secondly, Virgin Customer Service is beyond disgusting, they make it impossible to contact them. You can't email them, and trying to speak to someone on the phone will cost you over £20 in charges - and they will not do what you said anyway. We have spent 3 months, and over £50 on calls telling them to cancel our service but each month they take nearly £50 from our account. Ofcom needs to close these scamsters now!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
If i could give minus points for customer service i would. Kept me on hold for over an hour and then put me back on hold. Wish there was other high speed provider in my area so i wasn't stuck with the awfulness that in virgin.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
peckham Virgin Media  
I did paid every month over 50 pounds for more then 7 years without any problem. When I move out I should get refund of 43 pounds. It was over one year ago and till today never got any penny. Just thieves. I called them many times and each time they promis me to send the check in two weeks time, never got it, I did wrote official letter, they did not responded. They are just proper THIEVES!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol 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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