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 8198 customer ratings since 2020-03-04 (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.

3711 Customer Reviews for Virgin Media

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Reviewer Location Reviewing Date Ratings
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  

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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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