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
    3.2 stars
  • Reliability
    3 stars

Based on 2698 customer ratings since 2021-08-12 (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.

4,224 Customer Reviews over 106 pages

  • Reviewer
    Location
    Ealing
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Everything about them is awful. Chose them over BT, regretting that decision but stuck in this contract.
  • Reviewer
    Location
    Bradford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Service set up 1st Feb, engineer booked 5th Feb, cable wasn't working so just router fitted n cable repull scheduled for 18th, then cancelled again n rescheduled till 3rd March, that got delayed to 18th March. 18th March comes by, no engineer, rang up only to be told to speak to construction team, who said it'll be done within a week and that half the work has already been done. It's now 27th April, over 3 months have gone by, I am without any Internet, and no one is telling me when this work will be done, the construction team says my account only came into their systems 4 weeks ago and they can't confirm a date when the work will be done. The customer service team says they can't even try to book a date as they aren't permitted to. All they could do was file a complaint. I'm still being charged per month for the service even though I have no Internet. I do NOT reccomend virgin media at all. They are useless and do not even try to provide help, half the customer service agents don't understand what you're telling them.
  • Reviewer
    Location
    Deeby
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely a waste of time ring them atleast once a week after wifi cuts out constantly then can't connect and even when it is connected never get quicker than 20mbps on one of there highest packages Absolute joke
  • Reviewer
    Location
    Hamilton Scotland
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Not a happy camper, my TiVo box started to break down so I phoned customer service at first I asked for a new v6 box witch I should’ve got when the contract started not even a year ago, but she said because I’m in a contract I would have to pay for the new v6 box I contested that but to no avail, so I agreed and payed for £35 because of that she would send an engineer to connect it saying it would usually cost £99 but wavered it but now there’s no engineer coming it’s getting delivered by yodel so I will have to connect it myself she said she would raise my broadband speed up to 500mb But I pay for 350 mb anyway tried my broadband speed it’s still the same,she did send a SIM card worth £50 but it’s no good to me it’s a different email add, what a sorry state of affairs with customer services I’m seriously thinking of going with another supplier and been with virgin for around 12 years, she asked me to Wright a review for her on her performance but not now abbi abbi Sarah.
  • Reviewer
    Location
    Cardiff
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Constant harrasment from virgin
    The guy who picked up was brilliant..
    Customer service couldn't stop the calls, emails, texts and letters to harrass me on an error that VIRGIN made. Either procedures are limiting and not customer focused or the company doesn't care. Bought virgin as was sold on their world class speed internet.. had nothing but issues and it's anything but world class! Constant drops, speed lag and excuses. Been told multiple incorrect things when I got in contact to solve the issues or complain.
  • Reviewer
    Location
    Airdrie
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      2 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I've been with Virgin for almost 13 years now. Our internet connection almost always performs above specified speeds, and rarely dis noticably lower. In these 13 years, we have suffered 3 outages of a few hours. This is a great result when you consider the complex logistics of maintaining a network. There are three downsides to virgin however. 1.Price hikes - these happen yearly and are always at inflation + an extra percentage. Inflation I can acept, but the added percentage is a rip off. 2. Supplied Router - The superhub 3 or the more modern 4 are dire. They need regular rebooting (which takes about 5 mins to complete) and the wifi coverage is terrible. If you choose to go with virgin, an aftermarket router is a must (a huawei ax3 costs aboutr £30 and massivly improves performance). 3. Customer service is terrible. Most agents seem to be based in Asia and comminicating with them is hard, and they seem only to be trained to follow a script. Waiting times can be significant, and having to redial numerous times to get an agent in the UK makes the process a huge pain. In my experience, problems have been rare, but if you do need to call, expect pain.
  • Reviewer
    Location
    Plymouth
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    i was with Virgin a few years ago,i would give them a other go,what a wast of time ringing them today,i talked to nice woman on the phone,i passed there test to have virgin,even the boss of virgin help me today,the man i talked to the other day failed me on the same test,and blacked marked,and missed up my good credit rating,i am planning to talk to CAB,and talk to my mp about this matter,i want this to goto court,virgin are still going down hill,and most of the staff are rude and out of order,keep away from virgin,find a better one to go with.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid virgin at all cost. Activated our fibre Wi-Fi 11 days ago and I can’t even have a zoom meeting without it freezing. When we called for help and/or to cancel they told us they sell broadband not Wi-Fi? So I should connect my laptop to the router at all times….

    I’ve been on calls with virgin for more than 2 hrs and what a shameful company. They had no solution to offer, no offer of help or a booster. Zero customer service.
  • Reviewer
    Location
    Dorset
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The most ignorant support ever going, i had notified them by phone of the lousy b band that i was getting, over a period of 3 months, i cancelled the service when they told me that they would give me the fastest b band for the same money, i did not want this, they are obviously aware that the speed of b band they advertise is not true. trading standards and Ofcom should get involved, i cancelled my b band giving them more than 30 days notice, they then put on my credit file that i was a bad payer, that is yet another lie. I will never use them ever again. to add insult to injury they demanded that i sent the modem that i was given for free when i joined 2 years earlier.
  • Reviewer
    Location
    Leicester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    The speed is very good although I did experience lost of WiFi for no reason on occasions. My main complaint is that there is ZERO CUSTOMER SERVICE, if you have any issues at all be prepared to wait, a looonnnng time, if you require to speak to someone more senior than a call centre assistant forget it, 5 calls requesting a call back due to being over charged and nothing, the best bit is that the assistants I speak to don't have the authority to sort it out! Unless you are planning on staying with Virgin FOREVER, DONT BOTHER, TERRIBLE!
  • Reviewer
    Location
    Huddersfield
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have had the worst customer service experience with Virgin Media I have ever experienced. I called complaining about a WiFi issue and was told they would put this through to Ofcom and if they could not resolve the issue within 30 days I could cancel my contract without an early disconnection fee, I was then told after 30 days when the issue was not resolved several different reasons for why they would still charge me for an early disconnection fee. These included that they handed booked a technician to come out (which I had not been told needed to happen), that they had not logged the call, and that they had not put this through to their ofcome team. I was then told I could cancel with no early disconnection fee but to give them 30 days notice, when I complained about this I was told they couldn't give me a disconnection fee. I have spent over 10 hours on the phone to them over the past month and have never been spoken to so rudely, at one point I had them shouting "do you think I'm lying to you" down the phone to then realise that he was wrong and say i can now "see why you're saying that". I have been told they have put 3 complaints in but they have only been able to find records of 2 of these, I have been told complaints have been closed then I have been told the same complaint is still open. I have been promised several call backs from a manager, non of these have happened 2 weeks later. I have been put on hold without being told, I have been hung up on, I have been told they have called me and I did not answer when they have not. My issue has still not been resolved, and the only way I can easily resolve this is by paying them 160 pounds (a number that has gone up and down the several times I have spoken to them) or to continue paying for Internet that barely works. I wish I could give them 0 stars.
  • Reviewer
    Location
    Perth
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Lost broadband service for over a month. Repeated calls to a customer service centre who are incompetent. Told there was an intermittent signal problem in the area and that engineers were working to fix. On the 7th call I was able to speak to someone who was in the UK and an engineers visit was arranged the next day to the house and fixed. Told I would be entered into the Virgin Automated Compensation scheme for £8.06 per day for loss of service . Virgin Media refusing to acknowledge this and my case is now with the Ombudsman.
  • Reviewer
    Location
    Ealing
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely terrible service. Unreliable. Unresponsive. Save yourself the trouble and go with someone else.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I've experienced nothing short of horrific customer service over the last few days.

    I tried to carry over my Virgin broadband to my new property. I was moving on the 8th, but got disconnected on the 6th (more detail to this but it was a huge problem since I work from home). Virgin could not reconnect me for the 2 days following this mistake…

    This cost me £10 in data passes to my mobile phone company because I had to tether. When I got to the new house the broadband didn’t work—even though it was claimed that it should and it’s a Virgin line.

    I had to be passed around 3 diff departments / 1hr call to troubleshoot.

    I finally got through to the faults team who said they need to send an engineer out but the system was down. Said they’d call me back. Surprise surprise—no return phone call.

    At this point, after about 3 hours dealing with various incompetence, I’d had enough & wanted to leave.

    I’d already been charged ~£40 for April for—at this point—a non existing service.

    I found a much more competitive package at Vodafone and signed up.

    I’ve been trying to cancel my Virgin package today and I’m being told that my last day will be 12th May…

    I tried to explain to the “I’m leaving” team that it’s not fair for me to be charged for April since 1) Virgin messed up my move 2) I don’t have access to any services.

    Got passed between 2 customer service representatives. Neither could understand this, just wanted to read their script.

    Apparently someone was going to phone me back (of course they didn't).

    At this point I just wanted a refund for this month for charged services that i don’t have access to. It’s not hard, and it’s fair.

    There is absolutely no way I am going to waste my time calling them or ever using them again.
  • Reviewer
    Location
    London SE22
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Once they have you, they do not want to let you go!

    VM Broadband was OK, but expensive and were slow to deal with problems. However the problems really started when I tried to leave. VM’s strapline is “stay connected” and now I know what that means. Website does not have a leave route, no email, and no pickup even on the phone. Ended up writing to their Head Office three times, and then just stopped payments. I went to the small claims court who agreed in my favour, and still VM have not paid the amount the court agreed, I think they assume they are big enough to ignore a court.
    I am not the first, and probably not the last, Trust Pilot have 61% “bad” scores for Virgin Media, so I would strongly recommend you go somewhere else.
  • Reviewer
    Location
    Ng44fd
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Landline down for a whole week forget complaining as you will robots on the other end who don’t understand what you complaining about. With the high prices they charge there is no compensation as not all your services are down ? So have now decided to leave them after 33 years with them
  • Reviewer
    Location
    Peterborough
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shocking service not worth the money
  • Reviewer
    Location
    Manchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Truly the worst customer service in the world...if you want customers service to treat you with disdain and being awkward and unhelpful the go with virgin media.....YOU HAVE BEEN WARNED
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid at all costs! I have been waiting for my service to be set up for 1,5 months and still not working. The appointment for the technician was scheduled 3 weeks after the contract was signed which was already shocking but then it was postponed by another 3 weeks without even informing me, I only found out when I called them. I’m speechless about this poor customer service. Absolutely unacceptable!
  • Reviewer
    Location
    West Midlands
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Terrible customer service is none! They have good services and most of the time reliable but if you have a problem your on your ear they do not care. I’d say but the service it’s self is good but then I think actually it isn’t because they make you pay for it and there are better companies that have good services but also actually care amount customers and not just profit margins I would never recommend this company
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Moved house as an existing virgin media customer and although speaking with moving team and transferring service to new address was charged the total remaining contact amount in one direct debit, plus a fee for not returning the hub (despite agreeing this would be needed in the new address).

    Once service was finally transferred, monthly bill was almost double the contact I had originally entered despite Virgin already taking the full contract value from my bank without notification.

    Have been unable to access my online account and money has been taken out for the hub, new monthly fee even though I don’t owe anything.

    Similar to other reviews, have been passed around several disjointed departments - have been told the issue has been resolved twice now but still no resolution.

    I thought this was just a one off case and I was unlucky but after investigating there is severe underlying dysfunctional operations in the organisation and no one is able to take responsibility to fully resolve a clear issue.

    I would never want to buy anything from a virgin brand again after this. It’s remarkably bad.
  • Reviewer
    Location
    UK
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Appalling company. Terrible customer service, tricks you into other products and internet is incredibly poor quality . AVOID AVOID AVOID
  • Reviewer
    Location
    UB35LU
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Unfortunately, but after 17 months of the contract, I find that the company has very poor contact with the customer, the link often fails. I pay for 350Mb / s link, of which I usually had less than half of that, and in the last month they broke all records where the speed dropped even below 5Mb / s. Unfortunately, contact with customer service usually ended with the fact that they did not see any problem at home, the link returned to normal for a while, and then the fun started all over again. Today I have decided that this is the last month of my cooperation with this company and as it turns out I have been waiting four hours for any answer in the chat. Bravo for the approach to the client ...
  • Reviewer
    Location
    Northwood
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Due no loyalty and price increases I moved to another supplier.. at the time I was assured that I could take my email to the other supplier. However after 3 months I was told by virgin media that the email belonged to them and I could not use it as I am not with them. I had the email 20years before I joined virgin media. Horrible company do not join .. be warned
  • Reviewer
    Location
    Ashford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Awful experience they cut off my internet during installation and left with me with nothing, no engineer to fix it even a week later, I had to fix it myself. Customer services not interested, engineer booked but didn't turn up. Tried to cancel my account but they refused! Had to cancel in writing and just ignoring them now. Avoid!!!
  • Reviewer
    Location
    Leeds
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I was missold an offer in which I would be given £100 off my bill only to be then billed this without this taken off. Tried to contact customer services on 3 occasions: email took a week for an automated response; first phone call was told i would be called straight back then never rang back; second phone called answered then immediately hung up. Worst customer service ever received. Also, upon trying the 500mb wifi the most i can get it’s around 280mb often dropping as low as 47mb. Shocking service and shocking wifi.
  • Reviewer
    Location
    Warrington
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Husband receives a massive bill because our contract has finished, no notification of that, at all.
    Treating existing customers, despicably, we suggest you don’t bother with them. Computers are down we can’t deal with you, from a broadband company
  • Reviewer
    Location
    Bristol
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Please please please do not use vrigin media. This is the first time that i am reviewing and i am reviewing to save your life from Hell. IT IS DREADFUL. I have called 12times to fix my bills, plus you do not get the guaranteed speed. Also, they will not send me the return slip to send the broadband back. Avoid at all cost.
  • Reviewer
    Location
    Oldbury
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Dreadful customer service. Took 17 hours of waiting on the phone over 4 days to speak to the right person, who I barely understand due to their foreign accent and poor English. Engineer installed the finer cable box outside my house on the 23rd of February but did not did not install the broadband to the external cable box. There were no hub installed or provided to me, all I got was a fibre cable connection outside my house and that’s where it ends. No internet connection or equipment to enable me to receive internet supplied or installed. On the 3rd of March they sent me a bill for £55 for broadband charges, a service I was not provided with. When I rang them to explain the issues I as passed to 17 deferent staff located from all over the world. None them helped in the end and most were rude and lack experience.
    I then sent a letter and a copy of the contract to cancel the contract. On that very same day of sending the cancellation notice I phone virgin to cancel the contract, it took 2 hours and 4 different staff from around the world in the so called retention department and even then I got no where. On day 31 of they sent me another bill, which did not go through because I canceled the direct debit payment . I rang them again and after been passed to 6 different staff and departments I finally was put through to a staff in the uk who finally understood the situation and canceled the service. Never again! SAVE YOUR SELF THE TROUBLE, STAY AWAY FROM VIRNIN MEDIA!!
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Rated 1 out of 5 stars
    Just now
    NEVER JOIN VM Terrible - Is this legal ?
    I've been with them for more than 3 years. In October 21 I moved home and I kept the broadband under VM the assured me connection was perfect an no issues...

    1st LIE - I then discovered there was an issue opened from April 2021
    I opened a complaint as they confirmed the issue will be solved by the 1st of January 2022 and entitled to compensation once the issue is fixed. Asked if I could leave and they confirmed I will have to pay penalties.

    It's now March 22 and the issue in the area is still there (now due to be fixed April 22)

    Still can't have compensation and the issue is not fixed but, and here is the amazing part, the tariff went up. The increase doesn't have to wait the issue to be fixed.... ABSOLUTELY RIDICULOUS


    Just to give you an understanding of the issue

    Connection is intermittent - often not working
    When it works I don't receive what I'm paying for (I'm paying for 200VM I receive 70 less than half)

    Final thoughts
    If you are in NORTH LONDON and you have a job that requires a internet connection DO NOT JOIN Virgin media.
    Competitors is this areas are better - all our neighborhood is switching to BT with no issues at all.
  • Reviewer
    Location
    Worthing
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Absolutely appalling customer service from Virgin Media. We've had their broadband service for a few years then contacted them a week before we exchanged contracts for our recent move.

    The person we spoke with told us we could take our existing Virgin Hub with us to our new home, and the next day after the move plug it in and our service will continue.

    This turned out to be a lie.

    It didn't work so we spent an hour waiting to get hold of someone and when we did they stated that we were given incorrect information and that we needed an engineer to visit and install for us.

    So, we decided to cancel our contract and return our hub... we've endured patchy customer service over the years from Virgin Media and thought we'd take the opportunity to go with BT instead.

    Contract cancellation was confirmed on the phone with Virgin Media and we also then cancelled our Direct Debit. A few weeks later, they send us a new hub, which we put to one side thinking they'll then twig they didn't need to send it then ask us to send it back. They're so disjointed as a business that it's still sitting in our dining room awaiting collection.

    But the sting for us is that a few months later we receive a debt agency collection communication that we owe Virgin Media money… which we don't as we cancelled and it was confirmed on the phone by a Virgin agent.

    We've now spent a few hours over the last fortnight calling and communicating with Virgin, asking them to listen to the phone recordings, and then cancel this debt that we don't owe. Eventually, we speak with someone who states that we did owe for a disconnection notice and we agreed we'd pay it. It was £61.

    We've now been presented with a bill for £82, more than the amount agreed. It's just insane. We're both self-employed so spending more time chasing Virgin is time we could be spending on billable activity for our business. So, what do we do? Pay it and put it down to experience? Just leave it, and see if the Debt Collection Agency comes back again?

    I've never experienced anything like this and I'm hoping that someone senior in Virgin Media will see this and other posts and actually initiate some change within the organisation. Each department is like a silo, operating independently of other departments. Why they can't get aligned and actually offer a joined-up customer service is ironic, given they're in the communications sector.

    I never want to use Virgin Media again and indeed it puts me off potentially using other Virgin branded services. I wonder what Sir Richard makes of this? I wonder if he really knows just how poor the customer experience is? Happy to have a 1-2-1 call with Sir Richard if he's up for it.
  • Reviewer
    Location
    Manchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If you are thinking of getting Virgin broadband/fibre ..DONT!! I had their 'super fast fibre' installed in January 2022 and since then I have had nothing but problems. The signal is weak to devices upstairs ..less than a metre from the router, connection to my desktop computer and laptops is exceptionally poor with the dreaded 'connected no internet' status. Despite several calls to the call centre based somewhere on the Southern Indian continent I am still stuck with this product. I have asked several times for an engineer to call to my home, but have been advised by their staff to take all my computer products to a computer repair shop as they are the fault ? Wish I had stuck with Sky, at least that worked all over my home.
  • Reviewer
    Location
    northampton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    service compare to price that have to pay them is worst ever seen. try to disconect from over one hr from them !!!!!
  • Reviewer
    Location
    Bristol
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Basically I had a lot of issues with virgin media over the years, and a new issue happened, I contacted them nearly two weeks ago, and after speaking to four different members of staff, and getting nowhere, a manager took over the case, and booked a call for Monday and it never happened, then a new call was booked for later in the week, that never happened, and I am still waiting, and when I call virgin media no one believes me as none of this information is on my notes, and I just end up going round and round in circles, and get nowhere I would not recommend virgin media there customer service skills are terrible
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Comments
    By far this is the worst company I have ever encountered in my life! Not only they're unprofessional, their customer service is ridiculous and they're STEALING MONEY from their customers!
    I have been virgins customer for a year and when it came to moving homes and closing my broadband account the whole process was a pain since day one!
    Not only my account hasn't been closed for a YEAR at this point, but I've lost over £500 due to direct debit collection that should not take place!!!
    After months and months of trying to solve the issue with customer service, who for most of the time was rude, unprofessional and arrogant, I still have an open account, and payments are still being taken off my bank account for services that I don't use anymore!
    This action is illegal and I shall speak to my lawyer at this stage, as no one in virgins company wants to admit to a mistake and return me my money that they've been stealing for a year now!
    DO NOT SIGN ANY CONTRACTS WITH VIRGIN!
    DO NOT RECOMMEND!!!
  • Reviewer
    Location
    Halesowen
    Reviewing
    Virgin Media
    Date
    Comments
    Misled into a sale!! Promise of a voucher for amazon and never recievied it. Cannot talk sense with anyone, they made me go with them instead of Vodafone and misled me into a sale. Shambles of a Company, also quoted 3 different prices for broadband. Avoid these cowboys will be reporting them
  • Reviewer
    Location
    Livingston
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    I have had virgin broadband for 20 years which supplied good broadband however. The cost of the service is over double their competitors and the customer service is so very very bad and you cant trust the operator. I called them and waited a long time (which I had to pay for) I then asked for them to cancel my broadband and mobile contract - they didn't and I have called twice! I am running up another costly month (this has happened twice!) Very poor.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Rubbish. Do not even have service yet. Two appointments were never kept. I spent those two days with customer service waiting answering same question many times. Still no resolution. Will contact regulator. Rubbish company, Rubbish customer service and basically rubbish overall. Will try to change provider, but they want me to pay 240 pounds to leave, even though I have not had 1 second of service.
  • Reviewer
    Location
    S11 9EB
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Customer service give wrong information. Today I called them because I do not have internet in one of the rooms. They said they will sort this problem and give me a SIM card with 10 pounds extra, I agreed then an hour later they rang to change the price and said I can't go back to my previous account although it was their customer service mistake giving me wrong information and I have never accepted the change in my package. Phones should have been recorded which is a proof. I will never trust their customer service again. Internet is very poor. They say 100 MB but one of the rooms in the three bedroom house does not have any signal. Poor service, weak internet, unprofessional customer service
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Finally, after 10 years of bad service and prices just going up and up, there is a new (Fibre cable) half the price alternative "Community Fibre", so I spent the whole of yesterday trying to give 30 days notice to cancel, first by phone (that was the first wasted hour) and finally they hung up on me, then I went online to their chat (another wasted hour), I tried texting (as they advised on their site) they kept asking me the same 10 questions, individually / relatedly for about 2 hours, then they passed me to WhatsApp, asking me the same, individually / relatedly for about 2 hours, and then finally they told me (after 9 hours of this) that all their agents had gone home at 5, now this morning they have started asking the same questions again (which I have already answered all of them about 20 times, 1 by 1 (at about 5-minute intervals)

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