Virgin Media broadband review

Virgin Media broadband review

Our 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?

Virgin Media Customer Satisfaction Rating (from 396 ratings)

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 3 stars out of 5

User reviews for Virgin Media from the Customer Satisfaction Survey carried out in July 2013.

Score breakdown

3.5 Stars
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

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
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
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.

3.5 Stars
Quality of router provided

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

3 Stars
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
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.

2 Stars
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
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.

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.

Virgin Media Broadband packages

As the UK's largest cable broadband provider Virgin Media ( 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 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.

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