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.
Judge for Yourself… Full Chat transcripts kept as evidence
I was a VM Customer and joined O2 and was given an upgrade from 500MB to 1GB broadband. I was informed that I needed an upgraded router which was sent out via Yodel. Tracking said out for delivery on Friday. Delivery never attempted, tracking said “Please arrange to collect your parcel from our depot by using the Manage your parcel feature above”. I sat in ALL weekend as Yodel promised each day that it was going to be delivered. Didn’t happen.
Monday 22nd Nov 2021VM Online Chat (took 2hrs) and informed them I was at work. Asked for router to be put to a shop for pickup. Not possible finally got them to cancel first router and send out another for pickup from a shop near my work.
Tuesday 23rd Nov 2021 VM Online Chat (5 hours 11 minutes) contacted again as no sign of old router being cancelled or new one dispatched.
14:20, Nov 22 Alistair : Broadband TV or Phone
16:33, Nov 23 Ayat: Apologies for the experience, I will go ahead and raise a new order for you, Alistair. Is it a new Hub4 you are looking forward to upgrade to with 1 Gigabytes?
17:50, Nov 23 Ayat: Appolgies for the experience, Alistair. I just tried raised an Order for the new Hub4 but due to somereasons it is not happening, You please need to cotanct us after 24 hours, As the system will be refreahed and we will be able to send you a new Hub.
18:01, Nov 23 Alistair : can you not just do this i have already spent hours over the last 2 days on this chat trying to get this sorted?
18:13, Nov 23 Ayat: I can completely understand this, I am unable to place the order, Alistair.
18:15, Nov 23 Alistair : this is not acceptable. VM is taking up too much of my time and I'm going round in cirlces
18:16, Nov 23 Alistair : you give me a service that i cannot use and spendin hours on this thing. I want to cancel my broadband
Alistair : this chat was intiated @14:20 hrs GMT it is not 18:54 hrs!
18:57, Nov 23 Reliza: Excellent! We’ll need to go through a few security questions. I’m going to send you a secure web form for you to answer. Please put the 7th, 10th and 13th characters of your password in the secure link. This is the password you use when you call in, and not your online account password. Please keep in mind that the form will expire in 30 minutes once we have sent it to you.
19:05, Nov 23 Reliza: Great. Thanks for that! May I know the reason for contacting us?
19:06, Nov 23 Alistair : How many times do i have to repeat myself, 1 min until i copy and paste
19:14, Nov 23 Reliza: I do apologize for that, Alistair. Just to confirm, do you want to have the Hub 4, right?
19:15, Nov 23 Alistair : i would but i cannot afford ANYMORE time dealing with this myself, too much time spent on this already
19:15, Nov 23 Alistair : i am risk my employment, I am supposed to be working not on this 19:18, Nov 23 Reliza: I'm very sorry about your frustrations today, Alistair. Let's work together and try to sort this thing out, okay?
19:18, Nov 23 Alistair : ok 19:19, Nov 23 Alistair : its not just today though this is the second day on this
19:22, Nov 23 Reliza: I'm so sorry about that, Alistair. However, if you really want to have the Hub 4 you can coordinate with our faults team regarding this because in this department we only handle the customers who are in need of new contract.
19:25, Nov 23 Alistair : I DON'T HAVE ANY MORE TIME JUST CLOSE MY ACCOUNT
Wednesday 24th Nov 2021 VM Online Chat (33 minutes)
16:57, Nov 24 Dixit: Hi Alistair I am so sorry to hear that you have not receive a response on your complaint not to worry I will quickly check the details and help you with a resolution
17:06, Nov 24Dixit: Alistair I am so sorry to see that the hub was not delivered and you have applied to disconnect the account. May I know how can I help you today?
17:07, Nov 24 You: well i am getting no repsonse on the forums so am looking for a conclusion one way or another
17:08, Nov 24 You: have you read the forum posts?
17:08, Nov 24 Dixit: Alistair I am so sorry I am unable to read the forum as we are restricted from accessing any link.
17:09, Nov 24 You: do you want acopy and paste of the transcripts for monday and tuesday then?
17:09, Nov 24 You: if you don't have them there?
17:10, Nov 24 Dixit: Alistair No I have the details on the account notes. May I know what resolution you are looking for so I can get it Immediately.
17:12, Nov 24 You: well what I have wanted all along a hub that will let me use 1gig as promised but if this can't befinalised today, I am on a 10 minute break just now at work. Then you close my account
17:16, Nov 24 Dixit: Alistair I am so sorry but to order the hub 4 we will need to cancel the disconnection request. So Would you like to go ahead and cancel it?
17:16, Nov 24 You: if it can be done now yes
17:20, Nov 24 Dixit: Alistair Okay so I will now connect you to the Customer relations team and they will cancel the disconnection request and then get you connected to the care team who will order the Hub 4 for you.
17:20, Nov 24 You: please don't use YODEL
17:21, Nov 24 You: sorry ,my break is up I need to go back to work now
17:22, Nov 24 You: see this is what I mean I spent 5 hrs on this chat yesterday and it looks like I am getting the same thing again today.
17:22, Nov 24 Dixit: Alistair Not to worry I will leave a clear note on the account and then give a direct calling number to use so we will be able to do it once our free. will this be okay?
17:23, Nov 24 You: someone needs to phone me not the other way round
17:23, Nov 24 You: I will be at home tomorrow until 12:00 hrs
Thursday 25th Nov 2021 VM Online Chat (46 minutes)
Alistair Skakles Unsure + Account Holder: Hi Arbiya
8:05, Nov 25 Alistair Skakles Unsure + Account Holder: Can you please look at the notes from my chat yesterday please?
8:05, Nov 25 Arbiya: Hi Alistair! I am really sorry for the wait time you have experienced. I do see that you havecontacted in order to report that you are looking for cancellation. Not to worry, you have reached the rightteam. I can surely help you today. Absolutely, let me have a check on your account notes.
8:06, Nov 25 Alistair Skakles Unsure + Account Holder: thanks
8:06, Nov 25 Alistair Skakles Unsure + Account Holder: from the transcript
8:06, Nov 25 Alistair Skakles Unsure + Account Holder: 17:20, Nov 24 Dixit: Alistair Okay so I will now connect you to the Customer relations team and they will cancel the disconnection request and then get you connected to the care team who will order the Hub 4 for you.
8:07, Nov 25 Alistair Skakles Unsure + Account Holder: this is what we need to do. If this isn't possible then I will leave cancellation in place and start my ordert with another provider
8:09, Nov 25 Arbiya: I am really sorry for the inconvenience Alistair. Please do not worry. I do see the retentions team online now. I can connect you right away if you agree, they can surely help you getting hub 4. May I connectyou?
8:09, Nov 25 Alistair Skakles Unsure + Account Holder: yes please
8:09, Nov 25 Arbiya: We can transfer you through our Messaging service to our Customer Relations team to help you further.
8:24, Nov 25 Lisa: I can see that and I will feed that back to Yodel but I can not order a new one.
Received a final bill with a demand for £240 for termination of my contract early:
Thurs 6th Jan 2021 VM Online Chat (2 hours 15 minutes)
17:07, Jan 6 Meena: Thank you for your patience, I have looked into your account and I see you have cancelled services within the contract period and hence you have been charged early termination fee as per the terms and conditions Alistair.
17:10, Jan 6 You: you ugprded me to 1GIG and sent out a router which was never delivered by yodel. I even requested another router which was refused. So unable to use the service as you didn't supply hardware I spent HOURS and I have proof trying to sort this mess out with you
17:11, Jan 6 You: I couldn't use a service without the hardware so why would I stay with a provider that cannot provide?
17:29, Jan 6 You: here I am again over 90 mins repeating myself and getting nowhere
17:29, Jan 6 Meena: I am sorry to know about the hassle which you have come across Alistair, I feel really bad after going through all these and you have been so patient so far. Dont worry I will see what best can be done for you. But we could have definitely cancelled the order and placed a new one before cancelling Alistair.
17:30, Jan 6 You: but you didn't and as per the transcripts refused to send out another until you got the one that Yodel lost Back
17:31, Jan 6 You: yuou will see that the transcripts over the days contradict themselves
17:44, Jan 6 Meena: Alistair, I understand what you are telling but this is completely the issue with yodel and it was supposed to be dealt by them else we could have cancelled and replaced the order. I have tried my best Alistair, but unfortunately we cannot waive off the charges as you have been able to use the services and itcould have been resolved alternatively. But as you have cancelled it between contract, you was been charged with disconnection fee Alistair.
17:46, Jan 6 You: Did you not read the information i poasted??
17:52, Jan 6 Meena: Okay where you not informed that you will be charged termination fee if you are cancelling the contract Alistair?
18:00, Jan 6 Meena: Alistair, we booked for the second time and you never waited for the delivery to be sent, you immediately put a request for disconnection Alistair. Please understand this charges cannot be removed as itsvalid from our end.
18:03, Jan 6 You: no, i made contact with VM as you had not even bothetred to disptach the second one. Eve though yousaid you had. Enough, I will now seek compensation for the time and stress your company has continued toput me through over these months
I have now raised a complaint through offcom and seeking an apology for time, stress, lies and incompetence and now compensation too.
Got the 100mbph as I assumed it would be good for working from home. Within these 18 months rarely have I had more than 15-25,mbph on average for download speed. The connection itself was unreliable kept dropping, leading me to some very big problems at work. Customer service is out of the question: an outsourced team at another country just copied and pasted the same useless response over and over again despite my desperate attempts to explain what the problem was. I felt like no one cared.
Terrible online chat service. Waited for half an hour for an agent. But it wasn’t really a chat, you have to answer some automated questions. I answered and it said it’s more than 15 mins ( I only took less than 1 min) and they have to close my chat. This is really insane ! Terrible service and really bad at everything
My landlord won't change to another provider because he said Virgin is the cheapest. Well I do agree with him, cheapest internet quality I've ever seen. I can't count how many times we lost internet in the whole house (ethernet AND wifi). It's been for years like that. The modem recently was changed but there's no difference. Rubbish.
Speed is good when it works.
I have no internet way too often. When working from home during this pandemic it doesn't help at all when the internet cuts off during meetings or first thing in the morning when I am trying to log on and work.
Finally had enough with virgin media will leave once my contract is up.
In addition to that the customer service from them is the worst i have ever experienced.
Speed is great when it works but that’s the problem. I’ve been with virgin about 3 months and so far I’ve had about 3 occasions that it’s been down. May not seem much but in the previous 4 years with sky I had one time with no internet. Don’t think I’ll renew with virgin when my contact is up.
Ok when it's working but it goes down frequently. Working from home is virtually impossible with Virgin media
Fibre kept cutting out often & once out of contract our bill doubled in price.
Tried to leave and they said they could lower our bill back to it’s original price if we stayed so we (stupidly) agreed and kept having issues so decided we would in fact leave.
When we went to cancel again they said we’d started a new contract when they lowered our bill (even though we weren’t sent one) so we had £100+ of early cancellation fees & had to pay for the next months bill too. We agreed to all this just to be done with them.
We then continued to be billed each month even though we’d cancelled so I had to contact them again to find out what was going on & they said our account was still active and if we wanted to cancel we’d have to pay our outstanding bills, our early cancellation fees and the next months bill unless we could prove we’d cancelled it.
I then had to contact a different team to request the call log (we’d wrote the date and time of the call) and they found we had in fact cancelled and they had no idea why it hadn’t gone through and had now cancelled it properly.
I’ve now had a bill through of £88 of early cancellation fees.
Just an absolute hassle and money grabbing for a very poor service.
The bad company witch I see in Uk. They lie me say I have plug in my house from their company, and propose internet. Ok . 1,5 month I wait their installation. So they was first
Time at me after 2 weeks after our appointment, and say ohhh you need cable, you don’t have cable . Ok .in that time I booked again another appointment for install cable , after other 2 weeks they come and say again “ you need cable , we didn’t know about cable “ ok . Again book other appointment after other 2 weeks, and in that day when we have appointment we call at they to ask if come or not, they say “ you don’t have appointment for today “ . So I lose 1 month and 2 weeks. Do not choose this company never
e-mail down again, impossible to get support from VM, rubbish company.
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
Industry average: 19
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.
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.
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.
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.
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?
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.
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.