Virgin Media Broadband Buyers Guide

Ultrafast high speed cable broadband available to around 60% of UK households

  • Fastest widely available broadband speed - with average download speeds of 516Mb on their fastest packages
  • 99.88% network uptime as of December 2020, based on 12 month average
  • Large range of TV and phone broadband bundles available, as well as broadband-only packages
  • Line rental cheaper than BT, also available with no phone line or line rental required
  • Technical support and repairs are free of charge
  • Free Hub 3 router with advanced 802.11ac wireless technology with all deals
  • Free wi-fi on the London Underground

0800 083 8870   Go to site

Virgin Media M100 plus Phone
£26.00 for 18 months
£51.00 thereafter

No upfront cost when you sign up online

  • 18 months reduced price!
  • 108Mb average download speed!
  • 10Mb average upload speed!
  • Truly unlimited usage
  • Free Super Hub with 802.11ac Wi-Fi
  • Add a mobile SIM for just £5 extra
  • Use home phone minutes on mobile
  • Weekend UK landline calls
  • No activation fee online
  • 18 month contract

0800 083 8870   Buy now

Virgin Media M200 plus Phone
£32.00 for 18 months
£57.00 thereafter

No upfront cost when you sign up online

  • 18 months reduced price!
  • 213Mb average download speed!
  • 20Mb average upload speed!
  • Truly unlimited usage
  • Free Super Hub with 802.11ac Wi-Fi
  • Add a mobile SIM for just £5 extra
  • Use home phone minutes on mobile
  • Weekend UK landline calls
  • No activation fee online
  • 18 month contract

0800 083 8870   Buy now

Virgin Media M500 plus Phone
£44.00 for 18 months
£69.00 thereafter

No upfront cost when you sign up online

  • 18 months reduced price!
  • 516Mb average download speed!
  • 36Mb average upload speed!
  • Truly unlimited usage
  • Free Super Hub with 802.11ac Wi-Fi
  • Add a mobile SIM for just £5 extra
  • Use home phone minutes on mobile
  • Weekend UK landline calls
  • No activation fee online
  • 18 month contract

0800 083 8870   Buy now

Details last checked on 2022-09-26

Reasons to choose Virgin Media

  • No need for line rental if you opt for a broadband-only deal - cable to the property allows for broadband-only packages
  • Fastest widely available provider in the UK, averaging 516Mb download speed, more than 7 times that of BT fibre, which is currently averaging 67Mb on its fastest speed
  • 99.88% network uptime as of December 2020, based on 12 month average
  • Consistently the fastest of the big national providers in our monthly speed test report
  • Hub 3 router standard on all deals offers 802.11ac advanced wireless technology with faster speeds at a distance
  • Equipment is 'rented', meaning Virgin provides free repairs and replacements (provided that the customer hasn't abused the equipment)
  • No switching hassle - different technology, can run concurrently with ADSL while one or the other is set up
  • TV services provided by underground high speed cables so not affected by storms or heavy usage of your broadband service
  • Family Plan - existing broadband and TV customers on a Virgin Pay Monthly SIM can bundle up to 5 SIMs on one account to get discounts and additional parental controls
  • Rated highest for reliability out of all TV with broadband providers by Broadband.co.uk vistors

Possible downsides

  • Only available to around 60% of the UK, ruling out the vast majority of rural areas, but their footprint is growing
  • Installation can be more complex if your home hasn't been connected to Virgin Media before

Features at a glance

  • Top speeds average 516Mb download speeds and 36Mb upload speeds

  • 18 month or 30 day contracts

  • Truly unlimited usage on all packages

  • £35 upfront cost as standard

  • Free technical support by phone or online - 8am-9pm Weekdays, 8am-8pm Saturdays, 8am-6pm Sundays

  • Free anti-malware protection, firewall and parental controls for up to 5 devices

  • Free advanced Hub 3 802.11ac wireless router with all deals

  • Full range of premium Pay TV channels available, including Sky Sports and Sky Cinema

  • Phone bundles available

  • Free wi-fi at over 3.5 million hotspots, including in the London Underground and Glasgow Subway

  • Phone line optional for broadband only deals

  • Virgin Media have published a Traffic Management Policy

3 stars
  satisfaction rating based on 2411 customer ratings since 2021-09-29. See more Virgin Media customer ratings and reviews.

Customer 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.

Customer Ratings Summary

  • Satisfaction
    3 stars
  • Customer Service
    2.8 stars
  • Speed
    3.2 stars
  • Reliability
    3.1 stars

Based on 2411 customer ratings since 2021-09-29

Show all time ratings

Add your own review of Virgin Media

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 placed, whichever is largest.

Reviewer Location Reviewing Date Ratings
Do not get Virgin media!!!!
My mum and I have been customers of virgin media for at least 10 years. Sadly my mum died last year which I informed virgin media of and they allowed me to continue paying the bill on her account. I got tired of paying this expensive bill and cancelled the account. They came to pick up their broadband box and said I would get a refund of what was owed to me in the next couple of weeks. I then received a cheque in my mum’s name. I called virgin media to ask them to put the cheque in my name as my mum has been dead for over a year and they tell me I need power of attorney. Unfortunately I couldn’t get this before my mum died, so someone named Ren in customer service says there’s nothing she can do.
How am I supposed to get power of attorney for a dead person! Virgin media have been perfectly happy taking my money for the last year even though they’ve known the account holder has been dead. All I’ve asked for is for the cheque to be made out to me and they’ve said they can’t do that.
How can I pay for an account, cancel an account, talk to customer service about an account but they can’t change the name on a cheque?
I also don’t understand why no one informed me to change the name on my mum’s account until after the account has been cancelled??
I’ve paid them over a grand in the last year and this is not how you treat a customer of over 10
Years. I know I’ve made the right decision leaving virgin media.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
London Virgin Media  
Awful, almost non-existent customer service. It can take an average of an hour to get through to someone on the phone. They'd rather you go through an online forum or divert you to a 'chat bot.' The broadband itself is sketchy with regular major drops in connection and speed, which can affect your ability to work. They auto-renew your contract even if you ask them not to, then blame you for it. I'm so glad to be leaving them. Never again!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
cambridge Virgin Media  
Changed contract amount without consent, overcharged (charging me double) terrible customer service, lied that they had actioned things and hung up when couldn't solve issues
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
London Virgin Media  
NEVER go with Virgin. Someone from their end, without my consent, canceled my contract when I first joined and signed me up to another contract at double the price!! I had to argue to get a reduction and then they kept charging me the double price. Customer service always assured me it was sorted, but it NEVER was
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
London Virgin Media  
Awful company. They owe me around 200-300 pounds for screwing me over twice. They cancelled my broadband installation date twice. On their website they claim to allow returns but when you call up you get a team based out in India and the phillipines who DO NOT CARE. They literally hang up on you when you try to make a complaint.

They might provide decent wifi but they are an awful company and the risk of them messing up your installation date is very high.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
It should be as easy to unsubscribe from a service as it is to sign up. Other than powerful brand bullies, who is against this?

I gladly signed up with Virgin Media for an eighteen month broadband contract in March 2021. The process was rapid, the price very competitive (until my deal ended, when it became absurdly UN-competitive, but I knew that going in) and the service good. When fibre broadband was installed in my area there was no way Virgin or any other traditional provider would be able to compete, so, playing along with the unnecessarily restrictive rules about their timing of cancellations (read the small print) I took an afternoon off to unsubscribe (thanks to feedback I was prepared). Cancelling requires a seemingly inescapable charade of aggressive renegotiation (just offer me your best price upfront please, we don't live in some medieval bazaar). I was then hassled for weeks with "better" offers at all hours of the day from a variety of different phone numbers, making it difficult to block. For reasons known only to Virgin, my service was cancelled four days before my contract ended and I was, ludicrously, billed a few pounds for an early disconnection charge. Because the company had proved so inconvenient to negotiate with regarding cancellation, I paid it, which is presumably their bad faith strategy. Then, I was almost immediately threatened with further billing despite returning my Virgin Media equipment within 24 hours of receiving their packaging (now resolved, but we'll see). I kept transcripts of exchanges, and am advising other existing customers to do the same, as the culture demonstrated suggests they are not to be trusted. I can't imagine what it would be like dealing with Virgin Media in case of bereavement or other personal crisis.

If anyone from Virgin ever reads this, please know: It is unlikely that making it extremely inconvenient to turn off the service is going to dissuade someone from doing it. It hurts a once respected brand, will demotivate your employees and destroys loyalty. It is short term-thinking and depressingly lazy.

But you do it anyway. Just look at the reviews amassing on Trustpilot.

When organizations get too big and too short-term focused to pay attention to the market, it’s a perfect moment for consumers to band together and give them a guardrail. If I can sign up with a few clicks, I should be able to withdraw my custom with a few clicks. I rent my London flat, so when I move I may not have fibre broadband as an option, and will likely require another provider. It won't be Virgin Media, and a once loyal customer will now repeat this complaint across any platforms that allow me to leave a review. Pity.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    5 stars
LONDON Virgin Media  
I was signed up for broadband and phone but I just wanted to postpone my contract for 8 days until my previous contract expired so I started to get in touch. After work the following day about 7 o clock I tried to call them but no matter what I tried to do on the phone and on line couldn't sort it.
The following morning it took me 40 min to speak to someone that might be able to postpone the contract but they said they couldn't do it. At this stage I am getting disappointed with the service so I told them to cancel everything.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    3 stars
Londonderry Virgin Media  
Very satisfied with the speed (reach 100mbit every time) and with the reliability - we can't recall any downtime in the 18 months we've been with them. The customer service isn't amazing, is it ever? and things move slow.
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Manchester Virgin Media  
This company is awful.

Save yourself, avoid Virgin at all costs.

I beg you, heed my advice.

Four months of promised engineer visits that never materialised. In fact, customer service just flatly deny and engineer was ever booked. If you ever get through to customer service, that is.

Hours waiting on the phone, then you get rudely asked for "security questions" that were never set-up.

Eventually a baby faced (and clearly untrained) "engineer" turned up, couldn't figure out the problem, blamed another company installing lines to the property, dropped his wirestrippers under the floorboards, panicked, spent 2 hours trying to retrieve the wirestrippers, then eventually did a very very amateur job of installing cable to the house. It all had to come down.

Seriously, don't use Virgin. They are **** and its a nightmare dealing with them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Loughton Virgin Media  
Stay clear of vergin total rip off merchants told me my contract was ending then charged me a further month cancellation fee no customer service available got to be the worst company to deal with . You have been warned
Liverpool 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.

Frustrated woman with a laptop

Virgin Media outed by Ofcom as the most complained-about broadband provider

Posted by Andy Betts on in NewsBTSkyPlusnetTalkTalkVirgin MediaEEVodafone

Ofcom's latest figures on broadband complaints are out - and it's bad news for Virgin Media. The company has rocketed to the top of the list as the major broadband supplier that gets the highest rate of complaints.

The report covers January to March this year, and counted the number of complaints made to Ofcom about providers with a market share of 1.5% or more.

It shows that Virgin Media generated 33 complaints per 100,000 customers, an increase of 20 in just a year. That puts them a long way ahead - or should that be behind - the next two worst performers, with Vodafone and TalkTalk both getting 24 complaints. Vodafone had been the worst ranking provider in six of the last seven quarters. Plusnet also generated complaint levels above the industry average.

And that's not the end of the bad news for Virgin Media. They also racked up the highest complaint levels for their landline service (19 per 100,000) and their pay TV service (17 per 100,000), and were second worst for mobile (5 per 100,000) behind Three.

The biggest reason why customers complained to Ofcom about Virgin Media was failings in the broadband provider's own complaints handling system - amounting to 39% in total. A third complained about faults and issues with the service, and a further 13% about billing problems.

Industry-wide, faults, service and provisioning issues accounted for 42% of reports, followed by complaints handling and billing.

Sky and EE were the least complained-about providers, generating just seven apiece. They've been in the top two positions for the last two years. The only other provider to beat the industry average was BT, with 15.

In good news for the industry overall, the average number of complaints has more than halved over the last decade, from 40 per 100,000 in the first quarter of 2011, to 19 now. The numbers are up from a record low of 10 in Q2 of last year, perhaps in part a consequence of pandemic disruption and the increasing importance of internet access for work, school and entertainment.

Broadband complaints per 100,000 customers

  • EE: 7
  • Sky: 7
  • BT: 15
  • Industry average: 19
  • Plusnet: 21
  • Vodafone: 24
  • TalkTalk: 24
  • Virgin Media: 33

In pay TV, Virgin Media generated 17 complaints against an industry average of 6. Sky performed best with just two. For landlines, Virgin had 19 complaints, eight more than the average, and EE and Sky tied as best performers with five each.

Mobile complaints were largely flat, and at much lower levels. Three performed worst with six complaints, while Tesco Mobile, Sky Mobile and EE had just one each.

Service reliability, billing, and complaint handling are important factors you should consider when choosing a new broadband provider. Our site contains thousands of customer ratings and reviews that can give you a true feel for how each provider performs. Currently, Zen top our list for customer satisfaction.

If you aren't happy with the service you're getting from your supplier, and you're coming to the end of your contract, it's easy to switch. Use our postcode checker to find the best broadband deal available in your area today.

Comments

Hands typing on a laptop

7 myths about UK broadband busted

Posted by Andy Betts on in FeaturesCuckooVirgin MediaNOW BroadbandBTSkyVodafoneTalkTalk

There are so many well established ideas about broadband and switching broadband providers that get repeated again and again.

The trouble is, many of them are wrong - and they're costing you money.

Switching suppliers can easily save you a hundred pounds or more every year, and if you're stuck on a slow internet package when you need something much faster, it doesn't have to cost you a fortune to upgrade.

So here are some of the biggest myths about broadband, and the truth that you need to know.

"Fibre is fibre - all fibre broadband is the same"

While fibre broadband is used as a catch-all term, it encompasses very different things.

Most of us are using something called fibre-to-the-cabinet broadband. This is where the ultrafast fibre cables carry your broadband signal as far as your nearest street cabinet - that green box down the end of your road. The connection from the cabinet to you house is over the old copper telephone cables. These are a lot slower, and the signal degrades the further it has to travel, which is why a house on one of the street can get very different performance levels to one at the other end.

There's now a big push to roll out "full fibre" broadband, which is also known as fibre-to-the-home. Here, the fibre cables run right up to your house. The result is that the speeds are much, much faster and the service is more reliable.

"There's no benefit to upgrading to ultrafast broadband"

A recent survey found that one of the main things that stopped people from upgrading to ultrafast or full fibre broadband was the belief that it didn't really offer any benefits. But there are many.

The main one, obviously, is that you get much faster download speeds. Our internet use is skyrocketing - Ofcom's recent Communications Market Report shows that the average household now burns through 429GB of data each month, an increase of 36% on the previous year. Even if you think you don't need faster speeds right now, you will do soon.

On top of that, you get vastly quicker upload speeds, which will be essential if the working from home revolution continues. The service should be more reliable, too, as you won't have to deal with line faults on the old telephone cables.

And it's also better value for money: currently, you pay the same price for your broadband as your neighbour down the street, yet you could be receiving a much slower service. That's far less of an issue with full fibre.

"It's too much hassle to switch providers"

By now it's well established that those of us who are willing to switch providers will get a better and cheaper deal than those who stick with the same provider for a long time.

Why don't more people switch? Because it's seen as too much hassle. But it really isn't.

If you move between two providers on the Openreach network - which includes almost all the main providers, including BT, TalkTalk, Sky, Vodafone, Plusnet and so on - then the one you are moving to will handle the entire switchover process for you. You won't have to do anything, and the whole process should be done within a couple of weeks.

Granted, it is a little more complicated to switch to or from a provider that uses a different infrastructure, like Virgin Media, as you may need an engineer to come and install it. But these companies are now set up to make even this part as easy as possible.

"You'll lose internet access when you switch"

Another reason people are reluctant to switch is that they assume they'll be left without internet access while it happens. This is another myth.

Generally speaking, your old service gets turned off as your new service gets switched on and you might be disconnected for a few minutes in between, but nothing more dramatic than that. If you're switching to or from Virgin Media, you can even arrange an overlap where your new service is connected before your old one is turned off.

"You always have to sign a long contract"

Something that puts off a lot of people when they're looking at broadband deals is the prospect of having to commit to a long contract.

In fact, you don't have to. NOW Broadband, Virgin Media, and newcomer Cuckoo are among the providers that offer no-contract deals. You have to pay a little more on the activation fee up front, but this might be worth it for the flexibility of being able to cancel at any time. These deals can be especially worth it for students or anyone who's planning to move house in the near future.

Most suppliers offer 12 month contract options as well. And keep in mind that if your reluctance to sign a long deal is through the worry that you'll be stuck with something you aren't happy with, then there are ways you can quit a contract without charge. If your broadband speed constantly underperforms, for example, and your supplier cannot fix it, or if they put your prices up by more than the amount in agreed in your contract.

"It's too complicated to find a better deal"

There are a lot broadband suppliers in the UK, and they offer a lot of deals between them. Trying to figure out the differences can be tricky, especially if you aren't that tech savvy.

But it needn't be that complicated. We make it easy for you to compare all the latest broadband deals, and you can filter them based on whatever you want most. So, you can see the cheapest deals, or the fastest deals, or just the fibre packages, or those that offer broadband without a contract.

And if you then sort them further by speed or first year cost, you'll very quickly narrow your list of options down to just a few packages.

"Faster broadband always costs more"

While it's natural to assume that upgrading to faster broadband will cost you more, it isn't necessarily so.

If you're in a coverage area, you can get full fibre from Hyperoptic (at the slower 30Mb speed) at a rate normally reserved for the old, standard broadband deals; you can upgrade to a faster 67Mb plan from OneStream for just £22.50 a month; or you can burst through the 100Mb barrier with Vodafone for just £26 a month. These are some pretty keen prices, that make faster broadband more accessible than you might have expected.

So, now you know the truth about broadband and how to upgrade, are you ready to start shopping? Use our postcode checker to discover the best broadband deals available where you live.

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Virgin Media Broadband Buyers Guide - Is Virgin Media right for you?

Can I get Virgin Media?

Virgin Media ultrafast broadband is only available through the company's own fibre optic cable network, meaning you need to live in a Virgin Media cable area to be able to get it.

The network currently comprises about 60% of UK homes, although Virgin Media are looking at expanding their coverage by the end of 2020. Ultrafast speeds (in excess of 100Mb) are available in all cable areas, and the full upgrade from M200 to M350 rolled out across 2018. M500 rolled out across 2019, and M600 is due to roll out as part of the Ultimate Oomph package, but expect that to extend to other packages later on.

You can use our broadband checker to see if you live in an area with cable.

What packages are available?

Virgin Media provide 5 different broadband packages, each providing a different speed of broadband service:

  • M50, averages 54Mb download speed, 5Mb upload speed
  • M100, averages 108Mb download speed, 10Mb upload speed
  • M200, averages 213Mb download speed, 20Mb upload speed
  • M350, averages 362Mb download speed, 36Mb upload speed
  • M500, averages 516Mb download speed, 36Mb upload speed

All packages except M500 can be taken as standalone broadband deals, or with the option of line rental and a Weekend or Anytime calls package. Broadband is fully unlimited, with no restrictions on downloads or uploads. You can get Virgin Media broadband on both 18-month and 30-day rolling deals. The short term deal offers greater flexibility, but comes with a much higher upfront installation cost, typically £80, compared to £35 on the long. They're also more expensive per month if you choose a package with calls. You also have the option boost your speeds to the next package and get a 2GB data SIM bundled in.

Virgin Media is a "quad play" provider. This means that you can add a full range of pay TV services, plus a mobile deal, to your broadband and phone package. All TV deals require an 18 month contract.

Fibre optic broadband like that provided by Virgin Media does not vary in speed depending on how far you are from a telephone exchange, unlike their competitors who use copper phone lines.

Which package should I choose?

All Virgin Media broadband packages are truly unlimited, and offer 'superfast' and 'ultrafast' speeds over 24Mb and 350Mb respectively. When deciding which package is best for you, you should consider how heavily you use the internet, how many people will be using your connection, and your budget - you don't need to pay more than necessary.

Virgin Media claims an average 5 second download time for an album, and 2.4 minutes for a movie on M100, and even faster on M200 with less than a 4 second average download for an album and 1.45 minutes for a movie, and even faster still on M350. These speeds are more suited to people who download a lot, or who regularly play online games, especially if there is more than one person doing this.

As most internet users do not need the higher broadband speeds, the size of your household should be a primary consideration when selecting which package you wish to go for. Virgin Media claim the M100 package is ideal for families, and the M200 and 350 packages are the 'ultimate experience' easily adequate for 5 or more people. This assumes that everyone will be using the internet a lot - which may be the case for some larger families or student households, in which case going for a faster package will enable you to avoid slowdown when everyone is online at the same time.

However, there is no point in paying for more than you need.

Points to consider before you choose

  • How many people will be using your broadband connection?
  • Are you a heavy downloader, or do you regularly play online games?
  • Would the expense of the faster speed be worth it for you?

Compare all Virgin Media deals

What TV deals do Virgin Media offer?

As well as their very fast broadband speeds, another big attraction of Virgin Media is the range of premium Pay TV services they offer.

Virgin Media TV is delivered via Virgin's cable infrastructure, so you need to live in an area where this has been installed. You watch via the Ultra HD-ready Virgin TV V6 box, which allows you to record six shows while watching a seventh. You also get on-demand viewing and support for Netflix and YouTube. In addition, the Virgin TV Go app lets you watch on a phone or tablet. These services come on a 12 month contract.

Virgin Media TV offers four bundles with an increasing number of channels:

  • Big Bundle: over 120 channels, most of which are available through Freeview. You can add Sky Cinema or Sky Sports as add-ons without contract. The standard Player TV bundle comes with Virgin's M50 fibre broadband.
  • Big Bundle + Entertainment Picks: more than 150 channels, including the above plus premium entertainment channels like Sky One, Sky Witness and Fox. Sky Atlantic is not available on Virgin. Boost your TV options by adding Entertainment Picks, with a choice between Drama, Documentaries, Lifestyle and Sport Lite
  • Bigger Bundle: over 240 channels including HD and +1 versions of many of the Mix TV channels, plus BT Sport in Ultra HD and the Virgin TV Ultra HD channel. You can add Sky Cinema or Sky Sports as add-ons without contract. Bundled with M100 fibre broadband.
  • Ultimate Oomph Bundle: the full package of over 280 channels, including Sky Sports HD, Sky Cinema HD and BT Sport UHD, plus the Virgin TV Ultra HD channel. Bundled with the ultrafast M500 fibre broadband, Anytime calls and a mobile SIM with truly unlimited data, minutes and texts.

Virgin offers certain bundles that match TV packages with specfic broadband deals, but you can mix and match, too, to ensure you get exactly what you need. All TV packages come with an option to boost your speed to the next tier, aside from Ultimate Oomph which already offers the fastest speeds available.

How do I switch/sign-up?

Customers switching to Virgin Media will have an engineer come over to their house to install the cables and help you get set up with fibre broadband, including the Hub 3 router.

If you are switching to a Virgin Media package that includes phone services, you will need to switch your phone line. Virgin Media should do everything for you, including letting you keep your pre-existing phone number. If you do this, then your previous provider will automatically cancel your phone line and any broadband services that are associated with it.

If you're not switching phone services, you will need to give your current broadband provider 30 days notice of cancellation. If you're worried about downtime, you can always arrange for your current broadband to end a few days after your Virgin start date.

Find out more at our guide on switching broadband providers.

What do I get when I sign-up?

It's always good to know upfront what you'll get when signing up with an ISP so you know what you can enjoy for free, or to budget for any extras you may want.

  • Wireless router - All customers signing up to Virgin Media fibre broadband will get a free Virgin Media Hub 3 wireless router with the very latest 802.11ac wireless technology offering the fastest speeds and greatest range. The routers will be set up by a Virgin Media engineer on installation day.
  • Online security - F-Secure SAFE, an anti-virus tool worth £79.99 a year, is included free for all Virgin Media broadband customers. You can install this on up to five devices for 12 months, including PCs and Macs, and Android tablets and phones. You also get Virgin Media's Web Safe parental controls tools.
  • Inclusive phone calls - Virgin Media provide the option of getting phone services along with your broadband packages. The phone inclusive packages are less per month than the broadband-only packages. These phone packages offer Talk Weekends, which means unlimited weekend calls to UK landlines and Virgin Mobile numbers, and you can extend this to evenings and weekdays, or add international or mobile calls as optional extras for an extra cost. 087x and 084x numbers are subject to extra service and access charges.
  • Option of TV - You can also get broadband, phone and TV altogether as a combination package. These packages come in various sizes ranging from basic collections for lighter users to the VIP collection for those who want it all. These packages offer a wide range of cable and HD channels, with over 200 channels including most Sky channels with the larger collections. You also get a 1TB Virgin TV V6 box, which enables you to record up to 500 hours of TV.
  • Free tech support - If you experience any problems you can support over the phone between 8am and 10pm, seven days a week. Online chat is also avalable Monday to Saturday between 8am and 8pm.

What are the benefits of Virgin Media?

The benefits offered by an ISP may be what seals the deal in your decision to buy a package from them.

  • Fastest widely available broadband speeds - Virgin Media currently offer the fastest affordable consumer broadband speeds in the UK (excluding some full fibre services in limited localities) with ultrafast (above 100Mb) broadband available in all cable areas. Full speeds averaging 362Mb are in the process of being rolled out with many areas already upgraded and all areas can achieve average speeds of 213Mb.
  • Free hardware support - All Virgin Media broadband customers are entitled to free servicing and repairs on your broadband connection and Virgin Media Hub 3 router, and round-the-clock technical support for when things go wrong. However, because the equipment remains property of Virgin Media, and customers technically only rent it for free, any perceived misuse or mistreatment will not be covered by the free servicing and repairs.
  • Free London Underground wi-fi - Virgin Media customers are able to use wi-fi connections free of charge at over 250 London Underground stations, plus everywhere on the Galsgow subway.
  • All deals get the premium router - Virgin Media offer their very best router with the latest 802.11ac wireless on even their cheapest products. Equally, all TV customers get the same high-end V6 box regardless of how many channels they choose to take.

What are the drawbacks of Virgin Media?

Let's face it, not everything can be perfect, and even the best deals may have a downside.

  • Installation is more complex - If your house has never had Virgin Media before, then the installation will more complex. An engineer will need to run cabling from the connection point on your pavement to an outside socket installed on your outside wall, to a wall socket inside your house. Virgin says it normally takes around two hours, although could be longer in some cases. However, if your home is already set up for Virgin, a self install option might be available.
  • No fixed IP addresses - Virgin Media do not offer fixed IP addresses as part of their regular packages. However this is only likely to be an issue if you wish to set up a local web server, otherwise you are unlikely to notice the difference.
  • Slower upload speeds than most FTTC - Although Virgin Media's download speeds tend to outstrip fibre to the cabinet alternatives, their upload speeds don't tend to keep up. Many other fibre services offer upload speeds averaging around 19Mb while Virgin Media's M100 service offers only 6Mb average upload speeds, although their most expensive M350 service now offers 21Mb average upload speeds, and the new M500 service will offer 35Mb upload speeds.
  • High customer complaints - According to an Ofcom report, Virgin Media are the third most complained about of the major broadband suppliers.

 

Broadband.co.uk