Virgin Media broadband review

Virgin MediaOur review of Virgin Media is based on results from our Customer Satisfaction Survey. The stars represent average ratings from Virgin Media customers - so you know it's information you can trust...

How good is Virgin Media broadband?

Overall customer satisfaction (from 396 ratings) Close

Our provider star ratings are sourced directly from our Broadband Customer Satisfaction Awards. Customers were asked to grade their broadband provider on a scale from 'very satisfied' to 'not at all satisfied' across six criteria.

These criteria were reliability, download times, value for money, customer service, activation speed - how quickly their service was activated after they subscribed - and clarity of billing. A broadband provider's overall rating is taken as an average of these six ratings.

For each provider, our journalists selected a representative sample of customer reviews. Their reviews are shown as-is and are not edited, whether good and bad. We trust they will provide you with a balanced take on each provider.

3 stars out of 5 3 stars out of 5

User reviews for Virgin Media from an independent Customer Satisfaction Survey carried out in June 2013

Score breakdown

  • 3.5 stars out of 5
    Quality and reliability

    Quality and Reliability refers to how good customers feel the broadband provider is overall and how consistent they found the service they received.

  • 4 stars out of 5
    Speed

    The Speed category indicates how fast customers feel the service they have received from the provider has been compared to the advertised 'up to' speeds.

  • 3 stars out of 5
    Customer service/technical support

    This gives an indication of the provider's availability to customers and its interaction with them, as well as its ability to solve technical issues.

  • 4 stars out of 5
    Service activation

    Customer rating of how smooth the process of getting their service activated was - whether it was done within the time specified and so on.

  • 3 stars out of 5
    Value for money

    Measures whether customers believe the overall service they receive from the broadband provider - from speed to technical support - is worth what they pay.

  • 3.5 stars out of 5
    Clarity of pricing and billing

    This denotes how clear the provider makes it to customers how much they are paying, what they are paying for and what their bill shows.

  • 3.5 stars out of 5
    Quality and reliability

    Quality of router shows how customers rate the router the provider offers in terms of looks, build quality, features, ease of use and wireless.

  • 2 stars out of 5
    Additional customer benefits

    Customer ratings of any additional benefits the broadband provider offers, such as Wi-Fi hotspot access, online security, static IP addresses or webspace.

  • 3.5 stars out of 5
    Online security features

    This is how customers have rated the security the provider offers in terms of effectiveness, how easy it is to set up and so on.

Virgin Media Broadband packages

As the UK's largest cable broadband provider Virgin Media (www.VirginMedia.com) consistently comes out top in Ofcom speed tests, delivering broadband speeds at least 85-100% of those advertised. It offers a range of package speeds from up to 10Mb to 100Mb.

So, it's no surprise that Virgin Media was highly commended in the Speed category of the Broadbandchoices.co.uk Customer satisfaction awards, and it also got good reviews for Quality and Reliability, and Speed of Activation, and was highly commended in the Overall Winners category.

Virgin Media is also the only UK provider to offer 'quad play', with customers able to create a unique bundle of broadband, TV, phone and mobile phone products.

To compare Virgin against ISPs in your area, run a postcode search with our Ofcom-accredited price comparison calculator.

Visit www.VirginMedia.com to build your own broadband bundle, or compare deals with our table. Our prices and package details are checked daily across a broad range of providers.

Customer comments about Virgin Media

The good

  • Customer service very good, do all they can to help when you have a problem.
  • My speed was doubled from 30mb to 60mb, and the speed has never dropped below 60mb at any time of the day, no dropouts or speed reduction over a 24hr period.
  • Very fast and reliable.

The bad

  • At least twice a week, I have to reboot the router. Internet Freezes!!
  • Prices increase each year by too much.
  • It is getting a bit expensive compared to other suppliers.

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