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 8040 customer ratings since 2020-01-20 (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.

3,657 Customer Reviews over 92 pages

  • Reviewer
    Location
    Eltham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst broadband you can get. It’s not working at all and I still have to stay and pay them for no service till the end of the contract. Beware!!!!
  • Reviewer
    Location
    Plymouth
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      3 stars
    Comments
    Fastest Broadband speeds,But isn’t overall reliable but problems usually fixed quickly without any problems
  • Reviewer
    Location
    Leicester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    If you want to spend half your life on the phone to customer services dealing with incorrect additional charges and unacceptably slow refunds choose virgin media for your wifi provider.
  • Reviewer
    Location
    Devon
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have been using the Virginemedia broadband since 2010, while the price is going up and up every year, the service is getting poorer and poorer. The wifi signal I get in the house is weaker and weaker and since last year, it started getting cut off almost every a few minutes!What made it even worse is their technical support - your call is either not answered after you have keyed in all the numbers and security code etc, or different technician tells you a different story and no one could actually solve your problem. It has been a frustrating experience.
  • Reviewer
    Location
    MORDEN
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Been with VM 15 + years, finally taken decision to move to another provider. VM service has become consistently unreliable, especially over last 12 mths, not getting anywhere near the 100mps i am paying for and consistent drop outs. Since COVID 19 working am loosing packets of audio on video calls making work v fustrating. Moving to Zen fingers crossed for a better experience
  • Reviewer
    Location
    W
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    Comments
    When the broadband is working is fine however can be cery slow a lot of the times. Considering the amount of money that we pay for it, this should not be happening. Theres been multiple ocassions when the internet would stop working and it would take Virgin up to a week to cone around and look at it - this is the same with area problems. The customer service on the phone was disgraceful, the staff memeber who I spoke to was very rude and unhelpful. Overall I'd say that when it is working it's a good internet but most of the time thats not the case
  • Reviewer
    Location
    Coventry
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    If I could give less than a star for some of these sections I would. Virgin charge us £43 a month for just internet services (and that's at the discounted rate). At that price you'd think we'd get some good customer service. It takes at least half an hour to get through to them on the phone each time (though that's at the lower end of the scale). When you do finally get through, Virgin just randomly cuts you off after wasting your minutes (I lost my 500 monthly minute over two days calling Virgin). The people on the phone are really slow (they take half an hour just to fill out forms with basic details like names and postcodes). We ordered a booster because the internet connection wasn't stretching to the back of the house at all. We knew this would cost an extra £3 a month, but we also got charged an extra 50p for the costs Virgin had to undergo just for changing the contract slightly (which so, so stupid). And their online chat is pretty much never available. We went without internet in one part of the house for nearly a month but there was never an apology from Virgin.
  • Reviewer
    Location
    Central London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    I have not had to ever deal with customer service directly, but the have been increasing reliability problems. Its now become common to net to get spotty and slow service in the evenings for an hour or so. And the last 3 days have been terrible. Even in the morning.
  • Reviewer
    Location
    Sheffield
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Absolutely aweful randomly reboots itself and has constant lag spikes. Had eningeers out about 5 times in last month or so and each time they’ve just made it worse cannot wait to leave!
  • Reviewer
    Location
    Luton
    Reviewing
    Virgin Media
    Date
    Comments
    Signed up in 2016. Got an installation date. Days before installation they co texted me stating they had cable problems and couldn't install. I then had no tv/internet for 2 weeks whilst I got another company to fit it's stuff.
    A couple of weeks ago a get a leaflet stating virgin is now in my area. Had some great deals. Signed up again. 2 1/2 years later guess what. They contact me a few weeks before installation stating they can't install as , you guessed it, there's a broken cable.
    Messed about twice by an incompetent and ignorant company.
  • Reviewer
    Location
    Torbay
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Virgin media used to have excellent customer service once. Now it’s just an unmitigated disaster. Don’t expect any help whatsoever and certainly don’t expect to have your issues sorted to any degree of satisfaction. This is what happens when you sell a perfectly good company to the Yanks. The expression piss up in a brewery comes to mind.
  • Reviewer
    Location
    West Midlands
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    Every two to three weeks it goes down status checker says no problems for a few hours log in wants to book an engineer. Another hour it says we have a known issue late PM it works again
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If you are unlucky enough to only have Virgin Media servicing you area you then you have my sympathy. I've been stuck with them for 16 years and frankly its been awful. The companies only incentive is making money. They do not care about service, which is intermittent, they just refund £1 per day that it goes wrong. The poorly trained customer services in India are rude and you will wait 40 minutes to be told by a robot what you already know. I can't wait to be in an area with an alternative broadband supplier. Woeful! Makes me annoyed to see their logo and even thinking different about Usain Bolt now!
  • Reviewer
    Location
    manchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have been with Virgin Media for 10 years. At first it was great and worked mostly fine. The last 2+ years have been a nightmare. I average less than 5% of advertised speeds. All customer service do is yadder and say maintenance. Their latest trick is to ask for remote connection to your rig. Do not allow this, there are many, many dodgy companies willing to bribe a low paid foreigner for your access information and many a low paid foreigners willing to accept such a bribe (not everyone). Virgin Media is the worst company I have dealt with and their lack of service and customer service has alienated me for life.
  • Reviewer
    Location
    Kingswinford, Dudley
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    When it's good it's good. When it goes down it's terrible, the customer service is useless, very hard to contact and when you get through they just pass you around and loads of B/S.
  • 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
    Suffolk
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    How useless can one company be, i moved and they couldn't supply service so i requested to send my equipment back it's been over a month and no packaging then i get a email saying i will be charged £135 for none return of equipment, I contacted them and spent over 2hours trying to get them to actually post the packaging so i know where to post it and after the 2+ hours i was told the packaging would be sent in 5-7 days only to get a email today saying they are posting the packaging to the OLD address! I can't even fathom how they could get this wrong! Then on top of how useless their customer service is they think they will charge me for their stupidity. And don't even try calling i waiting over an hour on the phone it's beyond a Joke! Companies should be fined for such incompetence.
  • Reviewer
    Location
    Brighton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Had set up installation with virgin media, booked time off work for the installation and was told the fee would be wavered. The day has come and they have decided to give us a self installation that we cant do as we have no virgin boxes in the house. Customer service have made us rebook another date so we will be without internet for 2weeks and they have tried to charge us for the installation, they refused to give us a discount for the first month and have already proven themselves useless before the set up has even arrived!
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Not reliable at all. In the last 10 months I call support at least 20 times. What's the point to have fibre if you can use it just sometimes?
  • Reviewer
    Location
    West Yorkshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Forever having issues after issues after issues with virgin media. We have random days where the WiFi doesn’t work at all and during the night it barely ever works. Inconvenience after inconvenience to the extent I have to go use WiFi at others some days.
    When it is working, it works completely fine but the inconveniences that come with it, it’s not worth it at alll
    Customer service takes very long to get through.
    I would highly not recommend getting virgin installed.
  • Reviewer
    Location
    Blackburn
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    absolutely insulting customer service, they are trying to charge me for a months worth of internet i haven't had, i cancelled over a month ago and they sent me a bill of over £100. They said when i signed up that installation was free, they charged me £50. I'm currently charging them for every email i respond to. they actually swore at me down the phone. I had great speeds when i had it, just god forbid you have to deal with a issue with them.
  • Reviewer
    Location
    Derby
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Dissapointed with virgin media overall. The internet is extremely unreliable at peak times (evenings and weekends) which make it hard to do much other that load up web-pages at a slow rate. I have to reset the router usually once a day. The speeds are far from promised and ping is very unpredictable making it horrible for gaming. I have had a virgin media technician around lots to "fix the router" which has had no effect the last three times. My parents have BT infinity which has stable ping, download and upload speeds from what i experienced when i stayed over for a week.
  • Reviewer
    Location
    Hucknall
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Multiple cases of packet loss and no connection at all multiple times throughout the day. This has been the case for the past 2 months of usage.
  • Reviewer
    Location
    Barkingside
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Having only been with virgin media for 2 weeks we are very unsatisfied with this well known provider that claims to provide high speed fibre optic broadband. It stops working completely every couple of hours, making work-life difficult and time when we want to relax and watch tv frustrating. We have called customer services for assistance and all they do is tell us how to reboot, not even agreeing to an engineer to have a look. Don’t join this provider.
  • Reviewer
    Location
    Nottingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Live in Nottingham. Broadband been off since yesterday spoke to someone after waiting for 40 minutes no explanation why it’s down and no compensation what so ever!! Also this isn’t the first time it’s happened virgin are always having issues and we receive no warning or explanation every time. Sky here we come!!!!
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Comments
    When I first joined Virgin media they were great, everything ran smoothly at a very reasonable price. Then after a year my bill was put up by £30 a month without our knowledge or agreement to pay so much extra for the same package. When I rang up I was informed that we could have 6 months free then pay £50 for the next 6 months, I even read this back to the operator who agreed that I had heard correctly.
    Shock, I am still being charged the full amount and virgin media are saying this was never offered to me and refusing to find the recording of the phonecall in which I had been misinformed. When I rang to sort this the woman was very patronising, all she wanted was to take my money. I went on to write a complaint to which I had no response. When I next rang I was told that my dispute had been closed, nobody had contacted me to inform me of this. I will be taking this further as I have just been made to pay £140 as they were threatening me with debt collectors and tarnishing my credit rating.
    It's fair to say I will not be using virgin media again after my contract ends and will not be recommending them to anyone when this time last year I would have!
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    It's the worst service ever my land line never works clearly that's when it's working and every time I complain I don't get nowhere it's like taking to a brick wall and I've been with out a line for the past two weeks and everyday the promise to fix it in the evening they sent a text it'll be fixed by a.m. and changed to p.m. later and it's been going on more than two weeks now and it's so frustrating!!!! Cus all they do is read a bunch of bs.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Don't go with them west of time and money
    Don't even think about it another provider with be
    Better then this stupid people
    They booked me and came two hours late
    Did not do the job
    And now they said it's going to take 6-8 weeks to be done
  • Reviewer
    Location
    New Malden
    Reviewing
    Virgin Media
    Date
    Ratings
    • Reliability
      1 star
    Comments
    The Virgin Media Internet service has recently been woeful to say the least. I make my living via the web. I am fully dependent on the Internet in this respect. You can imagine my frustration when I sit behind the laptop to find the Internet is down. This has been occurring on a daily basis.
  • Reviewer
    Location
    West Bromwich
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    So far been with Virgin Media for 24 months for the first 18 months I had TV (Tivo and V+) Broadband and Phone had been perfect. after my contract finished I cannceld the TV pavkage and upgrade my broadband from 100MB to 152MB now it my first time with VM and got to say the best ever. Even helped me but canceling a 3 months bill due to been laid off. THANKS VIRGIN MEDIA AND THANKS RICHARD BRANDSON NEVER BSKYB AGAIN
  • Reviewer
    Location
    BIRMINGHAM
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    A load of crap, I wont be signing up ever again,prices keep going up almost every two months.virgin sent me threatening emails " we are going to charge you for un used equipment we sent you" more trouble.. there are better suppliers out there now. plenty of choice. stay away from Virgin
  • Reviewer
    Location
    BIRMINGHAM
    Reviewing
    Virgin Media
    Date
    Comments
    appalling service poor broad band speed and customer service very rude and tell I lot of lies. Never again.
    They send out a lot of threatening emails. They claim they are always right I am done with them.
  • Reviewer
    Location
    BIRMINGHAM
    Reviewing
    Virgin Media
    Date
    Comments
    Absolutely appalling service never again, I am buying my self out of my contract at a cost of £185.00.They have just got too big headed and think they can do as they please. Well not with me. They can stick there service were the sun doesn't shine.
  • Reviewer
    Location
    Leyton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Virgin media are a scam, they took extra money on my direct debit for 3 consecutive months and all they wanted to do is reimburse me as a credit note. They're customer service team have the poorest customer service who told me that they couldn't do nothing apart from reimburse me until I asked for the manager. long story short, Virgin media have a wasted customer service team who can't help or support you!
  • Reviewer
    Location
    Stratford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Extremely poor service. I am having to pay a lot of money for a service which I can not get and due to the wording of their policy I am unable to complain. Also I am threatened with a cancellation fee of £125 so now I have to remain with this rubbish service for another 10 months. If you live in the Stratford London area, please avoid using Virgin Media- there are many other cheaper options which end up giving the same speeds as Virgin.
  • Reviewer
    Location
    london
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    virgin media has been the worst provider I had in several years, took ages to install and extra charges on the way out.
    one of the agents was rude and pointless.
    i would never comeback to use your services and i will tell everyone everywhere what you did to me.
    those lies over the phone weren't necessary at all.
  • Reviewer
    Location
    Southampton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst service ever! Intermittently disconnects/restarts throughout the day; I am on Vivid 300, and the download speed I am getting is around 5 to 10 mbps for the last two-three days, and they supposedly 'guarantee' a minimum speed of 180 mbps! Virgin is simply taking advantage of people and providing rubbish service if there is no BT fiber line at their locations!
  • Reviewer
    Location
    Liverpool
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Virgin media has proved to me more than once that they are a bunch of liars and the most unprofessional company I've ever dealt with.

    When I was going to end my contract, they were helpful and genuinely listened to my problems. After that, the manipulation started again. They tell you about discounts on the phone and then once you renew your contract, all sorts of extra charges appear.

    I blame myself for not just ending my contract last year and actually believing their apology. Even the discount they offered as an apology lasted for 6 months, while on the phone they said it's for 12 months. Now, good luck for me finding the recorded phone call.

    It is disgusting when big companies like Virgin media treat their customers like idiots. I will definitely leave this miserable provider even if I'll pay double to any other provider.
  • Reviewer
    Location
    Trowbridge
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Virgin Media Business should be ashamed of their service and they should change their company's name to some **** company because they do not know how to serve costumer and they are more professional in scams than in providing internet to people. I have been patiently waiting since three months for their people to install internet at my store but every time they came with different excuses which i accepted because i thought such a big company won't lie. The tricky thing with their contracts is that on the very first day they know that there is going to be extra construction work but they won't tell you in the start. After waiting some time, one will accept any condition to get the service on and this is the point when the virgin media will ask you for extra money or upgrade the package. To be honest i will never ever recommend this company to anyone even if they are willing to provide the service for free and in one day because they will lie again and again! Better to be without internet than being a costumer with virgin media business. I would recommend them to change their name from virgin media business to virgin media SCAM!
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I'm trying since 10 days to talk with one of the staff of virgin media and I'm asking him to help me to find out a broadband for my house, everytime I call him he says to me 'I'll call you back tomorrow" but he never calls me back!! Very bad customer service!!!

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.