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
    2.8 stars
  • Speed
    3.3 stars
  • Reliability
    3.1 stars

Based on 831 customer ratings since 2023-07-24 (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.

4,708 Customer Reviews over 471 pages

  • Reviewer
    Location
    Garden
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Utter rubbish I am sat in my garden 12 ft away from the box so to speak and never knew Queen bohemian rhapsody was 86 minutes long!!.
    It cuts out starts again, cits out starts again, cuts out starts again and repeats for that time frame, remember Norman Collier if you are old enough just like him.
    Thought Sky was bad this is far worse.
    You would be better throwing money out the window than have this poor performance.
    Avoid Virgin.
  • Reviewer
    Location
    Manchesfer
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Worst ever, do not even think of using them
  • Reviewer
    Location
    Bristol
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I'm adding this review to as many sites as I can, I have decided to do as many sites as attempts I had to make to cancel my Virgin Media despite being out of contract.

    So expensive! Always increasing the bills. Much cheaper elsewhere. Customer service awful. Took five calls and many Web chats to finally get cancelled. DO NOT BOTHER

    EDIT: even after the 5th call we were sent ANOTHER contact to sign. Their cancellation centre is clearly up to something dodgy! I then tried to cancel on the web chat, was on the web chat for over an hour (remember I am out of contract), waiting and waiting while they make more promises that they are cancelling my contract. Assurances that its all done and an email will be with me within 48 hours. Guess what...

    Email never comes! I ask for transcript of webchat (which you are given the option of in an email). Guess what...

    The transcript never comes. I try again on the web chat exactly the same promises. They started by saying that they had no record of my cancellation. Luckily I took screen grabs of the first web chat as I just knew they were being dodgy. Then they did manage to find a record, after about another hour qnd refusing to leave the web chat until the email is sent (remember that I am out of contract) it finally arrives. Guess what...

    The 30 day notice started on that date! So clearly there had never been a cancellation process started! Asked for a transcript. Guess what...

    Transcript never came! Their customer services have clearly been out sourced to an unscrupulous, sales company who are lying and playing dirty tricks to make it difficult for you to cancel. I have made a data access request for all of the transcripts and recordings of calls. I have put in a customer service and a staff conduct complaint and intend to bundle all of the information up to make a complaint to Ofcom. Something needs to be done about this.
  • Reviewer
    Location
    Essex
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Virgin review

    Broadband package deal came to an end so contacted customer service and spoke to Khutso (who was not helpful at all) 30 days prior to give my 30 days notice to cancel (as that’s what they require). I asked for an email address just to be told “virgin media does not have a email address” so cannot contact them that way to confirm in writing that I wanted to cancel. Received email confirmation on the same day (22nd April) of the cancellation and information regarding returning their kit. I contacted on 29th April just to confirm the cancellation however they kept cutting me off so I believed as I had the confirmation email, everything was processed! Today is the last day of the contract and still not received the return kit package so I contacted customer service just to be told that my cancellation had not been processed and I needed to give another 30 days notice! I was on the phone for a total of 45 minutes today just to be put on hold for the majority of that as they are “processing the cancellation”. I was then transferred to another team who didn’t answer the phone to speak to me. They just left me on mute and then eventually hung up on me! I tried to contact them back again but it kept cutting me off! How many times do I need to keep calling to speak to someone to get confirmation of cancellation!? Absolutely fed up and disgusted with the way I have been treated and quite clear they don’t like people to cancel because they don’t want to loose money so they just avoid speaking to them and hang up to make it more stressful for us! Absolutely disgusting customer service. I was going to take out another package deal once I had my new fixed address however after the stress of this, I absolutely will not be using virgin media again and certainly DO NOT RECOMMEND USING THEM!!
  • Reviewer
    Location
    Lanarkshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Recent change to virgin- internet spasmodic and unreliable- keeps turning off and I have to reset- AND it has never worked upstairs….. I’ve been provided with 2 pods and Virgin won’t supply the third pod we need (why??).
    Waited for 4 hours today for an engineer we arranged two days ago to find out THEY cancelled without notifying us, despite no resolution to our problem- shockingly poor service. So no reliable internet for weeks now….
    Virgins response- engineer in 3 days time (unless they cancel and don’t tell us) some customer service eh???
  • Reviewer
    Location
    Peterborough
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Absolutely bad customer service and absolutely shocking contract. So my experience with the Virgin media business was very sad, they haven't contacted me before the end of contract and haven't contacted me after the contract ended, thought it's the law now, but they dont care. But when it came to me telling them Im leaving because my contract has ended a while now, they tried to keep me for 90 days ( which they said its the disconnection notice) which was noted in the contract, so they wanted me to uphold my part of the deal but they didn't care on upholding their part. After heated discussion with complaint department, they backed down and made me stay for 30 days... Now another disappointment with them was when they finally closed my account i was due 36£ but because they closed before refunding me they told me they cant give it back to me... So there you go Virgin media business is absolutely shocking business that doesn't care about the law their customers and steal their money in the end. Good luck to anyone that does business with them....
  • Reviewer
    Location
    Cambridge
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Horrendous company. Just trying to move house, they offer no service in that area and want to charge me a calcellation fee when they know you cant. Charge me a month for 8 days service. Wont close you account for weeks after and want to charge you for it. Was told by customer service agents doesnt matter who calls you back you will still be treated the same, STAY AWAY FROM THEM. Even when you follow their process they charge you and then you will have to chase them for refunds. Hours on the phone, no questions answered difficult to understand operatives and will do anything to keep your money and keep you in contract at a property you dont even live in. Months of stress ahead now and also time to report to regulator.
  • Reviewer
    Location
    West london
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    disgusting company that should be investigated.
    Loyal customer for many years, thousands of pounds paid, but I found out how much of a scam company they are when I had to move house trying to cancel because virgin media are not in the new area where I'm relocating was an absolute nightmare going through WhatsApp messages speaking to people for hours being cut off being put on hold past around this went on for months. Then I was promised everything is cancelled and then I get a letter chasing me for money debt collectors pay that off then another letter comes again six months later. Absolute joke, very stressful. My credit score went from 900 points down to 480 and now I've got that on my credit report for six years, a default with missed payments disgusting company that should be investigated.
  • Reviewer
    Location
    Maidstone
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    I would not recommend Virgin Media to anyone! Their customer service is absolutely awful. It took 2 months to solve an issue that caused. I have wasted time and money just to be told lie after lie after lie. They are completely unreliable and not trustworthy.
  • Reviewer
    Location
    Ruislip
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Extremely difficult to speak to a person obviously designed to put off only the most persistent caller. Expensive and it appears Virgin expects you to complain about rising charges and will reduce them by a small margin quite willingly, only for the reduction to be whittled away in the next price rise.

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.