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 8149 customer ratings since 2019-12-04 (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.

3611 Customer Reviews for Virgin Media

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Reviewer Location Reviewing Date Ratings
I have been a long term customer of Virgin Media broadband as it is part of the TV package. However, for the last 12 months the internet is extremely bad! Continuously cutting off, which is annoying whilst I conduct video calls whilst working from home.

I have now cancelled my subscription and hope they improve in the near fututr.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
South London Virgin Media  
I would welcome anyone's views on the grievances outlined in a letter of complaint I sent off by email today.

I have now noticed that since sending the letter off, the speed has considerably dropped. It might be worth mentioning also my yearly contract had finished back in September. I had only been paying 29 sterling as a special promotion for 100mbps when I initially signed up. By telephone, I attempted to renew the contract and at first I was offered the same packet but for 59 sterling. I refused to accept it and hung up. But didn't give up and rang again. But I didn't give up. By some sort of fluke I managed to get through to Marianne at Customer Retention. She offered me something completely different for 28 sterling but the same packet for the same speed. I asked her how so, since I was originally quoted a different price. She said, in future, just ask to be put through to Customer Retention.

What is this? There is no option for Customer Retention when you make a call. Press 1,2,3, 4 for limited options no mention of Customer Retention. After reading all the reviews of people in similar circumstances, I thought it was worth a mention. Only after reading other reviews of people being encouraged to accept the initial quote did it ring a bell.
Getting back to my grievances over the last 2 days, here is the letter:-

Please note that my reference to being a 'satisfied customer' was in regards to the high speed only. This was why I signed up in the first place.





TO WHOM IT MAY CONCERN,


I have been a customer with Virgin media since October 2019 and in that time, I have been more than satisfied with the quality of services provided. A situation has now arisen in the past two days that requires me to move to another home. Consequently, I decided to act right away in an attempt to transfer my account to the new address. The address was in the same town, not far from the present address. By doıng this, I had no inclination ıt would turn out to be a problem lıke the one that unfolded.

Yesterday, I went online to check if your services were available at the new address. I entered the postcode several times on the facility provided via my online account. However, there was an instruction 'please wait' each time I entered. I assumed that maybe this was because there were lots of apartments in the building. Subsequently, I proceeded to enter the online chat facility under 'moving home' to get further clarification on the issue.

From the outset of the chat, I specifically outlined the nature of my enquiry ie I would be moving home and I wanted to find out if Virgin Media was available in that area: and, that my previous attempts to enter the postcode had been unsuccessful. This was not clarified immediately by the agent but instead, he proceeded to ask for security details and lots of information relating to the new address. He also asked if I wanted Virgin Media at the new address to which I replied 'I did'. Since this turned out to be a lengthy procedure, I interpreted it as meaning that the service was indeed available at the new address; after all I had not been advised otherwise. Or, indeed my interpretation was that I needed to go through this procedure just to find out if services were, in fact available in the area. The correspondence ended with the agent advising me that another agent would be in touch in the next 45 minutes.

In the meantime, I decided to call Virgin Media for further clarification. I explained what had happened as outlined above. The agent advised that it was an unnecessary procedure and there should have been a check beforehand to establish if the service was available at said location. He then kindly proceeded to check this out and was able to confirm that it wasn't in fact, available. He also advised there would be a fee for disconnection. I was disappointed when I heard this and the agent was sympathetic to my concerns. He was very helpful and kindly offered to transfer me to customer care which I accepted. I waited for 20 minutes but there was no reply.

Despite this, I continued to the chat facility in the hope that maybe there would be some other options available. Before I could get to explain what had happened, the agent took me through the whole process again asking for lots of information. In between times, I asked if he could see the messages from the first point of contact where I had already given all the same information. As time went on, I became increasingly frustrated and the conversation was just one of disarray and confusion. At the end of it, he said the service was indeed not available and that there would be a fee for disconnection. Then he encouraged me to book a cancellation date.

My account of the correspondence, leads me to my poınt in writing to you. My grievance is twofold:

1 I can only describe yesterday's communication as a mission impossible. For at least four hours, I was trying to clarify something that could have been clarified at the outset. In addition, there was no consistency in the means of communication, at least not what one would expect from a high profile service provider. It provided nothing but unnecessary confusion for such a simple inquiry. Of course with exception to the agent's help via telephone call. My hope is that in highlighting the matter, you may take it on board and review it for whatever purposes.

2 The above, coupled with the fact that I was alarmed to learn that I would have to pay a disconnection fee. This, I find totally incomprehensible. Taking into consideration the fact that I did not wish to leave Virgin Media in the first place and that your broadband service was not available for that location. It was not a matter of me being dissatisfied with your services. Why, therefore should I be penalised for something that is totally out of my control?

When I renewed my contract back in September, I could not foresee that I would be moving home in the future. It came about out of necessity. Just like I could not foresee the service would not be available at the new address. The terms of the contract do not allow for such a predicament. In other words, when I agreed to that contract, I did so, because I was happy with the service after one year's subscription. I never perceived that I would leave it, no matter what the circumstances.

I could understand it would be different if It had been a situation whereby I had chosen to leave the service as a dissatisfied customer. Indeed, I would accept, via the terms of the contract, I was liable to pay a disconnection fee. This however is not the case.

Furthermore, I am a single parent who is really struggling to make ends meet under the benefits system at this period of time. The internet connection is a valuable lifeline for me and my child. In that respect, no matter how a little money I receive every month, I have always made it a priority when it comes to paying the essential bills. Thereby a loyal customer. I would also add that even if I was of affluent status, the principle of the matter outlined above would still remain the same.

Now, I find myself in a situation whereby I must move to another home which incurs further costs. Perhaps you can understand, that such a fee on top of that, I would struggle to pay; and simply have not got the funds to do so.

In light of these circumstances and for the reasons aforementioned, I would appeal to you to consider a waiver of the penalty fee.

Trusting you will acknowledge.

I am enclosing a record of yesterday's correspondence for reference.


So the above letter outlined my grievances. I again decided to contact them out of sheer frustration, not wanting to let it go This time, (after waiting 30 minutes for a response and paying for the call) I asked what the options where. This individual advised that when I pay the diconnection fee and hook up with another provider, that provider will cover the cost of the fee as part of their payment plan. Now, I ask all of you out there. Have you ever heard anything the likes of????? He's on the other side of a phone call and he thinks I was born yesterday!!!! Honestly as we say too good to be true. Wish it were that simple!

I then asked if there was any way of airing the complaint since the address I sent the mail off to was the only address I could find (after much deliberation on Google Search). There was no facility on their online system for making a complaint. He further advised me to make the issues known on twitter and facebook. Really, can I trust this?

Really folks, should customer care not be of utmost priority? They are Virgin Media and invincible because of their good reviews for high speeds. Was that not a ploy to get the customers in the initial stages. Why have so many perople mentioned that speeds have been reduced. How can the customer have faith? Like a Lamb to the Slaughter.

I rest my case. Feedback welcome.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Derry Virgin Media  
Would give minus stars if I could. Never works. Hours on hold to speak to anyone. Truly awful. Avoid at all costs.
London Virgin Media  
Abysmal service and disgusting behaviour. Virginmedia have a clear policy of providing no support to residential accounts and will block your attempts to obtain any help by automatically directing calls corresponding to your account to a recorded voice message giving false information. If you eventually get a chat response, they will just lie to you, saying that it is a planned outage, for your benefit, and will be restored by a certain future time. It never is, of course. If you use Virginmedia broadband, expect much lower average speeds than claimed and the complete loss of service for weeks or even months at a time.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
North London Virgin Media  
stay miles away, their pricing is very dicey. for some customers it is low, for existing loyal customers it is high... and they charge exit fee quite randomly.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
UK Virgin Media  
Without a doubt, the most unreliable service and worse customer service.

After signing up to a 12-month contract in April 2018, they are now claiming that I agreed to a new contract during the course of a technical support call, after siting that I was paying £60/month for a service that was not being delivered.

They are now attempting to charge an additional exit fee for a contract that was never agreed, without reading out my terms and conditions.

6 months, getting download speeds between 5-15mgbs, on an m200 package, is quite disgraceful.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Reading Virgin Media  
Terrible customer service. Yesterday I call them for moving my house. They accepted it and fixed the new contract from 28 th of this month for my new house. From today morning there is no Internet connection. When I logged in they said the contract ended. I call them twice, kept on hold for over 1 hours and cut off. As an nhs staff, we expect at least a minimum standard from our provider. This is terribly frustrating...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
I normally don't leave reviews but feel compelled to do so due to the entirely horrific experience I am currently having with Virgin Media. Having been a customer for a number of years I have become accustomed to the terrible customer service and hours on hold but this time has broken the proverbial camels back. I have been lied to, coerced, fobbed off and treated with contempt. There are no words to describe how I feel, "violated" is as close as I can get. Avoid at all costs.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    3 stars
London Virgin Media  
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  

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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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