Virgin Broadband Reviews

Find Virgin Media Broadband deals in your area

Virgin Media Broadband
Ends 25th February
Gig1 fibre broadband only
New customers only | No Price rise in 2024
  • 1130Mb
  • average* speed
  • Unlimited
  • fibre broadband
  • Free
  • setup
  • 18
  • month contract
  • Free
  • delivery
View Deal
  • £48
  • per month
  • 1st year total £576

Prices may alter during contract*

Ends 29th February
M125 Fibre Broadband
New customers only | No Price rise in 2024
  • 132Mb
  • average* speed
  • Unlimited
  • fibre broadband
  • Free
  • setup
  • 18
  • month contract
  • Free
  • delivery
View Deal
  • £29
  • per month
  • 1st year total £348

Prices may alter during contract*

Ends 29th February
M250 Fibre Broadband
New customers only | No Price rise in 2024
  • 264Mb
  • average* speed
  • Unlimited
  • fibre broadband
  • Free
  • setup
  • 18
  • month contract
  • Free
  • delivery
View Deal
  • £33
  • per month
  • 1st year total £396

Prices may alter during contract*

Our review of Virgin Media

How do I switch my broadband to Virgin Media?

Before you begin the process, it's definitely worth making sure that you're outside of your contract tie-in with your current broadband provider. If you aren't then you will face a financial penalty and will probably be required to pay for each month that you have left on your contract. If you would like to switch to Virgin Media broadband and your contract has ended, you can go ahead and place your order with Virgin Media. If you don't already have Virgin fibre cable going to your property, an engineer appointment will be arranged for its installation (if you are unsure about the disruption that installation will cause, you can arrange a pre-installation visit from an engineer). We recommend that you wait to cancel your services with your current provider until your Virgin Media appointment has been made. If you're ready to start looking for a Virgin Media broadband deal, just enter your postcode into our broadband availability checker to see which Virgin Media broadband deals are available in your area.

Compare Virgin Media Deals

How long will it take to switch my broadband provider to Virgin Media?

If you and your property are new to Virgin Media, you can expect to be offered an engineer visit for fibre cable installation within approximately 14 days of placing your order. It may take longer if Virgin Media have to seek permission from the owners of other properties affected by the installation, for example in the case of shared access. If your property already has Virgin Media fibre cable, you could be eligible for their Quickstart service, which could see you up and running within as little as 4 days.

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Virgin Media Pros & Cons

Key features for Virgin Media packages

Virgin Media Pros

  • Gig1 Ultrafast cable broadband option with an average download speed of 1130Mbps
  • No satellite dish required for tv
  • Broadband only options - No phone line required

Virgin Media Cons

  • Installation and activation fees may apply
  • Some digging may be necessary to get the cable broadband to your property
  • No static IP option for residential customers

Can I keep my telephone number if I switch to Virgin Media broadband?

The simple answer is YES! As long as you're not moving house away from your current telephone exchange. The telecoms regulator Ofcom clearly stipulate that if you have not moved, your old provider must allow your number to be transferred.

Can I get Virgin Media broadband without a phone line?

Virgin Media doesn’t use BT’s infrastructure, instead, they use their own cable network so you don't need a traditional copper phone line. Virgin can supply a broadband-only package, but the best offers are for customers combining TV, phone and broadband. Virgin broadband is not available to all properties in the UK but, if you're in a city or built-up area, you are more likely to have the option of getting broadband without a phone line. Other providers like Vodafone, B4RN and BT have options of FTTP (Fibre to the Premises) which does not require a phone line.

Compare Virgin Media Deals

*Prices may fluctuate throughout your contract unless otherwise specified. Your broadband provider may adjust monthly fees in line with the retail or consumer price index each year. Please review the terms and conditions of individual broadband providers before signing up.

Virgin Media customer reviews

A trusted source for genuine Virgin Media customer experiences. Leave a review to help others
Compare top 10 ISP reviews 2024

1.0
518 reviews
Post review
  • 4
  • 4
  • 11
  • 94
  • 410
  • Package price
    1.2/5
  • Customer service
    0.8/5
  • Broadband speed
    1.8/5
  • Overall satisfaction
    0.7/5
Virgin Media broadband review
by george
Absolutely appalling
  • Package price
    0.5/5
  • Customer service
    0.5/5
  • Broadband speed
    4/5
  • Overall satisfaction
    0.5/5
Review
After contacting Virgin Media for my contract renewal, I was lied to. They denied it, then lied to me again, promised a phone call back that never happened, then lied again and then got the contract changed against my will, when I tried to cancel, I was lied to again, only after contact from the ombudsman I could finally close the account down and change. Never again Virgin, zero star is too much for their appalling customer service
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Virgin Media broadband review
by robyn
Terrible customer service when moving house
  • Package price
    2.0/5
  • Customer service
    0.5/5
  • Broadband speed
    3.0/5
  • Overall satisfaction
    0.5/5
Review
I set up a broadband contract with your company in late 2022. The original set-up was problem-free, and we were fully up and running in our old flat on day one. Unfortunately, due to the current renting market and cost of living, our landlord chose to sell their property, meaning we needed to find a new home mid-way through our contract.

I had no issues maintaining the Virgin Media contract and transferring it to our new property if possible. So I phoned your team well in advance, 4th October, a month before our moving date, 4th November, to ensure this would be ok, and I was advised that it would be possible. Also, Your team could install it on our move date. I was delighted with this and gained my new landlord’s permission to have the installation.

The problems started three days before our moving date when I received an email informing me that the set-up would be delayed because it required permission from the two adjacent homeowners. This late notice did not give me enough time, and I needed to interact with neighbours myself when I was not even living at this property. This delay was unsuitable as I work from home, edit videos, and upload large files; my partner is a game developer. However, we were willing to try to connect with Virgin Media for the sake of high speeds, and I thought this might only leave us a few days without internet, so I worked on the permissions.
Unfortunately, the couple at number 7 were away on holiday and number 6 was an elderly lady living alone. It was challenging to ask for permission as any cautious person would be weary of a stranger knocking on their door in the evening, asking for personal contact information to get Wi-Fi with nothing more than an email from Virgin Media to validate the request. Why could your team not write to the owner of each property officially, allowing me to advise them to expect a letter, and could they help me. I think this would be a better process, especially for customers who are just moving in and unaware of neighbours, so it may be an improvement point for you to consider.

In the meantime, our existing service was stopped on November 2nd at 11:59 pm, a day early. Again, I was willing to overlook it as I thought it wouldn't take long to get a connection again.

Eventually, we gained permission, and I provided it to [email protected], who 1st emailed me requesting the details. They took three days to reply, confirm receipt, and longer to take action. Eventually, both neighbours received emails with permission forms and instructions to print, sign, and scan back in before sending it back. Again, your process of using only email electronic interactions meant that this was a problem, as neither of them had access to a printer or a scanner. So I had to ask me to arrange to print the forms, which I had to go to my parent's home, at my cost, as I also didn't have access.

I got the forms completed, but both neighbours wrote conditions on the form to make sure they got restoration of their property to their satisfaction. I then called customer service to speed up response and was advised there’s no direct way to speak to the “residential wayleave” department. You can only reach them via email, which wasn’t a fast response time again, and as I continued down this timeline, responses only got slower.

At this point, customer service finally offered a pocket Wi-Fi, which was irritating since no other time I phoned before was this given this option, and I advised I worked from home. I accepted this offer and received a pocket Wi-Fi with 250GB capacity until December 14th. I had already been without Wi-Fi for 10 days (I had to increase my mobile contract to cope with its use at my own expense).
The email response from the "residential wayleave" department. It took five days this time, and only to advise of a new problem, in that they couldn’t accept the forms, as they had been written on, not just a date and a signature. I didn’t see how this was an issue since their additional comments were making clear their expectations, and no one had advised how to share any expectations of the neighbours. The form still permitted with their signature. So, I had to repeat the process, inform my neighbours, and return to my parents to print off new forms. I got these back, but it took five days for any response, with no way to speed up the process as the team is uncontactable.

We were now three weeks without Wi-Fi, and the pocket Wi-Fi couldn’t support a working household with a 250GB data limit, so we had to constantly limit our Wi-Fi usage to stretch it out and make it last.
I was told that the earliest your team could install was December 14th, six full weeks after we moved in! You seem to get put to the back of the queue whenever you need to answer a question or issue raised by the uncontactable "residential wayleave" department. I asked to escalate this and spoke to someone on the pre-installation team. They said there was nothing they could do to bring it forward due to external work and then credited £75 to my account to compensate for the delay, as it was the best they could do.

I asked if I could speak to someone to help your company improve this process for future customers and was told I could raise a complaint. However, based on their experience, nothing changes as these processes have remained inefficient and have been this way for a while. Hence, I decided to write a review due to this lack of customer acknowledgement which does not align with the customer-first organisation policies.

I then waited patiently for the 14th and took the continuing financial impact as I had to travel to cafes or family members' homes. I use my phone data to do my work. Unbelievably, I received an email on December 11th, just three days before installation again, saying it was delayed. This was followed by a phone call from the company to tell me that the install date will now be the 30th of December. This would make it 8 WEEKS after my initial set-up date.
I had no confidence that the new date would be met! So I demanded to be released from my contract with no penalties and compensation, as the failure to deliver an acceptable service in an acceptable timeframe has long passed.

They released me from my contract with no exit fees and when I asked for the £75 credit on the account to be sent to me to help cover the cost I had taken waiting for them to provide a service, I was told they could not do this. I proceeded to ask why this was and they said that they had cancelled the account and therefore it should be sent to me automatically. I never received this!

I am appalled at the process and treatment of this affair and the lack of urgency to complete my move process and keep my business. I have been left out of pocket during a cost of living crisis and the company Virgin Media showed no remorse or customer care for causing me stress and an unnecessary financial burden.

Their website states "customer first company." But this is a lie!
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Virgin Media broadband review
by Alan semple
Liars just a rip off
  • Package price
    0.5/5
  • Customer service
    0.5/5
  • Broadband speed
    1.5/5
  • Overall satisfaction
    0.5/5
Review
I went to Virgin because my new property had it installed. Worse thing i have ever done. I was told my package was one price, then charged over. I've been on the phone with them for hours, and they say they know what went wrong and then try to get you to take a new contract out. Agents are liars and just try to get you off the phone. Worse company i have ever dealt with.
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Virgin Media broadband review
by Matt
Hub 5/Forum Team - Need Improvements (The story of romance between man and hub 5)
  • Package price
    4.0/5
  • Customer service
    0.5/5
  • Broadband speed
    4.5/5
  • Overall satisfaction
    1.0/5
Review
So when an experianced technically minded person approaches Virgin's Forum Team using the same user account they've used for many years helping other customers diagnose and fix faults you don't quite expect to be told that the troublshooting and investigation work into your own service problem is trash!

I found a recent upgrade to the Hub 5 after using a Hub 3/4 at same property for 5-11 years, was a the problem causing streaming and connection drop outs (5000 in a month Virgin Media recorded) but the response from a Forum Team member with 6 years tenure says "The hub 5 is more than fit for purpose. I've had one for many months and no issues"

So 4 weeks later, issues not resolved, 3 engineers, 1 network team manager visit later and nothing is fixed and we still know what I said in the first place, apart from now I've even investigated deeper and isolated the issue.

Still though I'm told that Hub 5 is not at fault, so the Hub 3 connected right this second working fine must be magic.

No replacements orHub 4 offered to test, just wasted time, appointment changes and now that same long tenured Forum Team member has said,

"The only offer now of a complaint resolution would be a 7 day disconnection notice, not hold you to EDF's but I will be asking our Housefiles team to mark your property as a non-serviceable address as there's no issues with the Hub 5."

Silly Me :(

"Love's that Hub 5 though"
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Virgin Media broadband review
by MJ
Terrible service
  • Package price
    0.5/5
  • Customer service
    0.5/5
  • Broadband speed
    -1/5
  • Overall satisfaction
    0.5/5
Review
I was a new customer. They sent me a second-hand router caked in dust from the previous home it had been in. Took 18 hours to get hold of them and then they cut me off. Trying to cancel my contract and can't get hold of anyone. If this is how they treat new customers just imagine how they treat people who are already locked in
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