Virgin Media Reviews

Virgin fibre is good until something goes wrong, then they are atrocious. Someone the worst customer service I have ever experienced.

Monday 14th of July – Noticed issues, Virgin status page confirmed there was an issue in FY2 9UR, fix was supposed to happen on Tuesday.

Tuesday, 15th of July, fix got pushed to Thursday.

Thursday, 17th of July, fix got pushed to 22nd July at 11:07.

Thursday, 17th of July, I contacted customer support and was told/promised it would be fixed between 4 and 24 hours.

Friday, 18th of July, it was still not fixed. I reported it again and was told it would be fixed urgently, and it was raised to complaints.

On Friday, the 18th of July, I got an email saying my complaint had been resolved. It was not. I replied to the complaint saying it was not resolved and they closed it again saying there is a known outage in my area, quoting the 22nd date for it being fixed.

On Tuesday 22nd, the fix was once again pushed until the 28th.

Speed test reports speeds of around 600mbps download but between 0.2 and 2 Mbps upload.

Using PingInfo, there is sustained packet loss to both Google and Cloudflare, at approximately 15% over a 10-minute period.

They constantly say someone will fix it, but nothing ever happens

I recommend avoiding Virgin Media for broadband provision.

I have contracted with Virgin Media since its formation. (I originally contracted with NTL, which was then subsumed into Virgin Media.)

In 2025, I switched to an alternative provider.

My reasons for leaving Virgin Media were as follows:

(1) Unreliable broadband service up-time -- i.e., in 2025, I have experienced simply too many outages for comfort.
(2) Highly inefficient non-UK based call centres, with colleagues who are often unable to get to the root of any problems, and successfully solve them.
(3) Implementation of AI/"bot" online communication tools, which typically lead to zero resolution of problems.
(4) Unpredictable and perpetually rising price-points.
(5) Wasted time-and-energy with "price point games", at the point of contract renewal.

As a final aside, at time of writing, Virgin Media have ignored our household's simple and concise single-page hard-copy cancellation letter, received via a premium Royal Mail recorded delivery service, at their official cancellation address.

So, all things considered, I recommend avoiding this provider.

I pay for the 1gb connection and when it's working I do in fairness tend to get around 900mb to 1gb, the issue I have is that its just so unreliable, I don't seem to get through a full month without having issues where the connections drops, I'm told through customer services there is a problem in the area, I can be without the internet for 2-3 days, most recently it was 6 days !!

Customer services are a joke! I was told that all ISP have issues and Virgin are no different, I could log a complain and be compensated £10 if my connection is effected for 2 days or more.

I will be seeing out the rest of my contract and then jumping ship to a more reliable provider!

Speed is good, only 953Mb out of 1130Mb here, but price rises using RPI and customer service are abysmal. Downgrading costs more, and they're the only provider here for gigabit currently. I would never sign up again. Roll on FTTP!

Where to begin.... Poor service from the installation team, they used a white internal junction box on the outside of our house so the service became degraded after a few months due to water ingress which required another visit. It appears the network is over-provisioned in our town so during peak times our bandwidth is either capped or there is a bottleneck due to the amount of Virgin customers. The prices constantly increase every few years, the upload speeds do not keep up with the download speeds. After years of 'okay' service with some frustrations, when phoning to cancel, the first time I was cut off after holding for 45+ mins, when I tried another night it took 90 before I could speak to someone.

September 2024 I was informed by the female customer agent ( English ) that my package would be £109 and that VM would charge that despite service going up to £118..I queried this and was told that they would not increase my package and keep it at £109 definitly... fine I thought .. how wrong I was ..I was charged the higher amount and now its going up to an eye watering £125 this April..
I complained to VM realising I had been shafted by them and lied to.. VM denied saying this basically inferring it was me that that was lying..

To cancel and leave would be over £600 ..I have to bite the bullet .. and pay higher monthly fees..what a shower .. been a customer for several years .. twill be adios VM and will arrange a OTS.. looking at BRSK ,Aquiss ,ID NET or ZEN.. I am in an Openreach area I cannot wait VM service is generally OK but too expensive for me these days

Great till you have signed up
Been in discussion now for 4 months and just keep getting through to another country customer services who have no idea
Many calls to ask for a manager and when 1 called he did not carry out what we agreed, and they have sent me phone call recordings with conversation but still Deny PROMISESS

Been with Virgin media for a number of years now. 18 months ago I started to notice my connection was not stable. If I played a game online my ping would shoot up through the roof rendering the game unplayable. If I tried to stream Netflix in the evening the stream would buffer constantly

Spent 6 months arguing with virgin media who sent me engineers to tell me nothing was wrong. After 6 months they told me I needed to upgrade as my 250mb package couldn't handle the 14 online devices in my house?? That are obviously not all on at the same time?

Rather nieve I took the agents word and signed up. As you guessed it made no difference. Tommorow is a year to the day they signed me back up and I've been arguing with them since.
Multiple engineers have been out, multiple new hubs. Try tell the engineers the issue is not in the property, they just plug their little monitor into the wall and tell you it's fine
Have a forum post running for months with no response from virgin. Finally had a cable repull which did nothing. An engineer finally checked the cab 6 weeks ago and found an snr/utilisation issue. Same day fix, wasn't done. Told.fixed today, still nothing. Been on chat today, one tells me there is no outage reported. Next one tells me there is? Now I'm stuck in a contract for another 6 months as they won't cancel it!

No customer service. Can't get through and when you do offshore scripted. Then forum team are now just the same. Do not read problems pad things out with generic questions to avoid issues. I have had continuous issues since I upgraded to 1gb in September 2022. Equipment changed, two cable repulls (first on was done with the wrong cable). Now suffering random reboots at 2am for the second time causing issues with my internal devices waking me up at 2am having lost connection. On top of this they sold me volt in an area with no o2 data coverage due to a faulty mast which is still not fixed. Absolutely rubbish to be honest.

Avoid these absolute chancers at all costs.

18.09.24, I order M250 Fibre Broadband with an install date of 03.10.2024, which is changed without explanation to 05.10.2024. On 04.10.2024, a rep calls me while I’m out, promising to call back at 3 PM. She never does.

I wait in all day on the 5th but no one arrives- I get no notification. I log into my Virgin account and see the date has been moved again, now to 07.10.2024.

I contact VM via WhatsApp, which takes three hours. They eventually inform me that they need council approval, which could take 10-15 days. A fourth installation date, 22.10.2024, is set.

On 10.10.2024, I speak to Komal from the preinstallation team. She assures me I’ll get an earlier date and asks for a top rating in their follow-up survey. I call on 11.10.2024, only to be told I have to wait until the 22nd.

The next day, I’m told someone will get back to me in 24 hours. They don’t. When I follow up, I’m told "my name is Harsh and you can mark my words that you will definitely going to receive the call back within next 2-3 working hours." Of course, no call comes.

The standard of English of their customer support is horrific.