1. Introduction to Virgin Media Broadband
Virgin Media O2, a joint venture between Liberty Global and Telefonica, is a major player in the UK broadband market, serving approximately 5.9 million customers. With 3.4 million subscribers, it is also the UK’s second-largest pay TV provider and has 3.1 million mobile customers. While Virgin Media is known for offering the fastest widely available broadband speeds in the UK, with its top tier Gig1 package providing an average ultrafast download speed of 1,130Mbps across its network (which is 22 times faster than the national average), it’s important to consider other factors when selecting an internet provider, such as pricing, customer service performance, and customer complaints. In this review, we’ll examine how Virgin Media Broadband compares to other providers and whether it’s a good choice for you. If you decide to sign up for a Virgin Broadband plan or a Virgin Broadband, phone & TV bundle, you can get started from this page.
2. Virgin Media Broadband Performance
For those who prioritize broadband speed, Virgin Fibre Broadband is likely to be the fastest option, with packages offering average speeds of 132Mbps (increased from 108Mbps in Nov. 2022), 264Mbps (increased from 213Mbps in Nov. 2022), 362Mbps, 516Mbps, and 1,130Mbps (1Gbps).
The advertised download speeds for Virgin Fibre packages are calculated using the median average, which is the midpoint between the fastest and slowest speeds for each package during peak times (8-10pm) each month. This approach is in line with guidance from the Advertising Standards Authority (ASA).
Ofcom’s UK Home Broadband Performance Chart Data (measured in March 2022 and published in September 2022) shows that Virgin Broadband’s advertised speeds are very close to their real-world speeds. The M100 (108Mbps) package had an average download speed of 110.8Mbps with a 14.7 millisecond (ms) latency/ping, while the M200 (213Mbps) package achieved 217.9Mbps with a 15.4ms latency/ping. The M350 (362Mbps) package recorded an average download speed of 380.3Mbps with a 14.8ms latency/ping, and the M500 (516Mbps) package clocked in at 540.7Mbps with a 12.9ms latency/ping. Virgin Media’s Gig1 (1,130Mbps) package, which is the UK’s fastest widely available broadband service (available to 15.5 million UK premises), delivered real-world 24-hour average speeds of 1138.7Mbps with a 15.6ms latency/ping.
Ookla’s latest Speedtest Intelligence data, published in October 2022, confirms Virgin Media’s dominance in terms of broadband speed. The data shows that during the first half of 2022, Virgin Media was the fastest fixed broadband provider in the UK, with median download speeds of 116.44Mbps.
It’s worth noting that the actual broadband speed you experience from Virgin Media (or any other provider) may be lower than what is advertised or estimated during sign-up. Factors such as Wi-Fi usage, the device being used, the wiring in your home, and the number of users online and accessing a particular website can all affect broadband speeds.
3. Virgin Media Broadband: 24-Month Contracts
If you’re looking for a broadband-only package without phone line rental or TV, Virgin Media has several ultrafast broadband-only products to choose from. Please see below for a comparison of their current pricing for new customers:
| Provider | Package Details | Average Speed | Download Limit | Contract Period | Monthly Cost | First Year Cost | Set-up Cost | Offers and Inclusions |
|---|---|---|---|---|---|---|---|---|
| Virgin Broadband | M125 Fibre Broadband | 132Mb | Unlimited | 24 months | £15.00* | £270.00 | £0.00 | 6 Months HALF PRICE + FREE Setup + Intelligent Wi-Fi |
| Virgin Broadband | M250 Fibre Broadband | 264Mb | Unlimited | 24 months | £21.00* | £342.00 | £0.00 | 6 Months DISCOUNT + FREE Setup + Intelligent Wi-Fi |
| Virgin Broadband | M350 Fibre Broadband | 362Mb | Unlimited | 24 months | £27.00* | £414.00 | £0.00 | 6 Months DISCOUNT + FREE Setup + Intelligent Wi-Fi |
| Virgin Broadband | Gig1 Fibre Broadband | 1,130Mb | Unlimited | 24 months | £30.00* | £480.00 | £0.00 | 6 Months DISCOUNT + FREE Setup + Fastest Widely Available Broadband Speeds |
| Virgin Broadband | M500 Fibre Broadband | 516Mb | Unlimited | 24 months | £33.00* | £486.00 | £0.00 | 6 Months DISCOUNT + FREE Setup + Intelligent Wi-Fi |
Note: Prices and packages are subject to change and may vary depending on location and availability. It is recommended to check with Virgin Media for the latest pricing and offers.
4. Virgin Media Broadband + Phone: 18-Month Contracts
| Provider | Package Details | Average Speed | Download Limit | Contract Period | Monthly Cost | First Year Cost | Set-up Cost | Offers and Inclusions |
|---|---|---|---|---|---|---|---|---|
| Virgin Broadband | M125 Fibre Broadband + Weekend Calls To UK Landlines & Virgin Mobiles | 132Mb | Unlimited | 18 months | £34.00* | £408.00 | £0.00 | FREE Setup + Intelligent Wi-Fi + Weekend Calls to UK Landlines & Virgin Mobiles |
| Virgin Broadband | M250 Fibre Broadband + Weekend Calls To UK Landlines & Virgin Mobiles | 264Mb | Unlimited | 18 months | £40.00* | £480.00 | £0.00 | FREE Setup + Intelligent Wi-Fi + Weekend Calls to UK Landlines & Virgin Mobiles |
| Virgin Broadband | M350 Fibre Broadband + Weekend Calls To UK Landlines & Virgin Mobiles | 362Mb | Unlimited | 18 months | £46.00* | £552.00 | £0.00 | FREE Setup + Intelligent Wi-Fi + Weekend Calls to UK Landlines & Virgin Mobiles |
Note: Prices and packages are subject to change and may vary depending on location and availability. It is recommended to check with Virgin Media for the latest pricing and offers.
5. 30-Day Rolling Contracts
| Provider | Package Details | Average Speed | Download Limit | Contract Period | Monthly Cost | First Year Cost | Set-up Cost | Offers and Inclusions |
|---|---|---|---|---|---|---|---|---|
| Virgin Broadband | M125 Fibre Broadband + Weekend Calls To UK Landlines & Virgin Mobiles | 132Mb | Unlimited | 30 days | £51.00* | £692.00 | £80.00 | Includes Virgin Media phone line rental + Weekend Calls |
| Virgin Broadband | M250 Fibre Broadband + Weekend Calls To UK Landlines & Virgin Mobiles | 264Mb | Unlimited | 30 days | £57.00* | £764.00 | £80.00 | Includes Virgin Media phone line rental + Weekend Calls |
| Virgin Broadband | M350 Fibre Broadband + Weekend Calls To UK Landlines & Virgin Mobiles | 362Mb | Unlimited | 30 days | £63.00* | £836.00 | £80.00 | Includes Virgin Media phone line rental + Weekend Calls |
Note: Prices and packages are subject to change and may vary depending on location and availability. It is recommended to check with Virgin Media for the latest pricing and offers.
6. Review of Virgin Media Home Phone Service
Virgin Media offers home phone calling plans as part of their broadband, TV, and phone packages, as well as with individual broadband or TV packages. All Virgin Broadband and phone packages, including TV bundles, come with phone line rental and weekend calls to UK landlines, Virgin mobiles, and 0870 numbers. Customers can add inclusive evening and weekend calls to UK landlines, UK mobiles, and 0845/0870 numbers for an extra £5 per month. Anytime calls can be added for an extra £8 per month, and for customers who also wish to make anytime calls to international destinations, an extra £15 per month can be paid to include over 50 popular international destinations.
7. Virgin Media TV
Discover the ultimate TV entertainment experience with Virgin Media TV, combining super-fast fibre broadband, a range of TV apps, and the Virgin TV 360 box. With Virgin TV, you can enjoy live TV including all Freeview favourites and Sky TV, catch-up TV, TV box sets, integrated Netflix, Amazon Prime, Sky Sports, BT Sport, Sky Cinema, and more. Watch the latest movies with the Virgin Media store and pick and mix the TV you love.
With the Virgin TV 360 box, customers can experience amazing TV at home, in another room, or on the go using the Virgin TV anywhere app. This 4K-ready box has 1TB of storage and can record 6 shows simultaneously while you watch something else you’ve recorded. It is Virgin Media’s smallest, smartest, and fastest TV box to date, providing comprehensive access to the world of TV entertainment.
8. Virgin Media Bundles: Broadband, Phone & TV
Are you looking to bundle broadband, phone, and TV services together? Look no further than Virgin Media! With prices starting at just £29.99 per month for new customers, you can enjoy a comprehensive package that includes the Virgin TV 360 box, allowing you to watch your favourite shows and movies in stunning 4K Ultra HD quality. Plus, with the ability to add ‘Personal Picks’ such as BT Sport on a one-month rolling contract, you can tailor your package to your specific needs.
| Provider | Package Details | Average Speed* | Download Limit | Contract Period | Costs | More Info |
|---|---|---|---|---|---|---|
| Virgin Media Big Bundle | 4.5 Star Rating Big Bundle: Virgin Media M125 Fibre Broadband + Weekend Calls To UK Landlines & Virgin Mobiles + 100 Digital TV Channels + 5 HD Channels + 7 Day Catch-Up TV + TV, Movies & Music On Demand + 1TB 360 TV Box* For 18 months. Includes Virgin Media phone line rental. Pricing may change during this 18 month period |
132Mb | Unlimited | 18 months | Monthly cost £29.99* 1st year cost: £359.88 £0.00 setup |
Add Personal Picks Like BT Sport On A One-Month Rolling Contract FREE Setup + FREE Engineer Visits For Any Repairs Or Replacements |
| Virgin Media Bigger Bundle | 4.5 Star Rating Bigger Bundle: Virgin Media M250 Fibre Broadband + Weekend Calls To UK Landlines & Virgin Mobiles + 190 Digital TV Channels Incl. Top Sky HD Channels + BT Sport + 47 HD Channels + 7 Day Catch-Up TV + TV, Movies & Music On Demand + 1TB 360 TV Box* For 18 months. Includes Virgin Media phone line rental. Pricing may change during this 18 month period |
264Mb | Unlimited | 18 months | Monthly cost £39.50* 1st year cost: £474.00 £0.00 setup |
Includes BT Sport + Top Sky Channels FREE Setup + FREE Engineer Visits For Any Repairs Or Replacements |
9. Virgin Media Broadband, TV, Phone & Mobile
Virgin Media is a pioneer in the UK’s quadruple-play service, providing customers with unlimited broadband, revolutionary on-demand digital TV, great value landline phone calls, and a leading mobile phone service. By bundling all four services together, they offer better value for money compared to purchasing them individually, and customers receive a single bill for all services. Virgin Media allows you to customize your bundle and select any service you need, whether it’s Virgin M350 broadband for £21 per month or Virgin M125 broadband, weekend phone calls, line rental, and Virgin TV for £29.99 per month.
Virgin Media offers customers the freedom to choose the services they want, including all Sky channels and BT Sport channels. With Virgin Media, you can bundle services to suit your needs, providing flexibility and affordability.
10. Installation
If your home has been connected to Virgin Broadband within the past 3 years, you may be able to install the Virgin Media kit, including the Super Hub 3 router and/or the V6 box, by yourself using Virgin Media Quickstart. However, if you’re switching from a different network, such as BT or Sky, a Virgin Media engineer will need to install a Virgin Media line at your property. In this case, it will be your responsibility to cancel services with your current supplier.
A £35 broadband setup fee is typically required, whether you’re using Quickstart self-install or a Virgin Media engineer. As for switch-over timescales, according to Ofcom’s Comparing Service Quality Report from May 2022, it takes Virgin Media an average of 4 days to deliver broadband service from order to delivery, which is significantly shorter than the industry average of 12 days.
11. Customer Support, Satisfaction, Complaints & Service Phone Numbers
To contact Virgin Media’s customer service team, customers can call 150 from a Virgin Media phone line or mobile, or 0345 454 1111 from any other phone. The team is available from 8am-9pm Monday to Friday, 8am-8pm on Saturday and 8am-6pm on Sunday. However, according to the Ofcom Comparing Customer Service Report 2021, Virgin Media’s call waiting time is on average 3 minutes 45 seconds, which is slower than the industry average of 2 minutes 16 seconds.
In terms of customer complaints, Virgin Broadband received 18 complaints per 100,000 customers in Ofcom’s Q3 2022 Telecoms & Pay TV Complaints Report, which is higher than the industry average of 11 complaints per 100,000. The overall customer satisfaction with Virgin Broadband’s service was found to be 78% in Ofcom’s Customer Satisfaction Tracker 2021, below the industry average of 83%. However, there was a 79% satisfaction score for the speed of Virgin Broadband’s service, which is similar to the industry average of 80%.
Customers may find helpful resources on the Virgin Media website, including a range of help guides and diagnostic tools to solve common problems and issues.
Final Verdict on Virgin Media Broadband
Virgin Media offers the fastest widely available broadband speeds in the UK, covering around 53% of homes with an impressive average speed of 1,130Mbps. However, these ultrafast speeds come at a premium price point, so customers should expect to pay more than with other providers. It’s worth keeping an eye out for special offers and sales periods to potentially save on costs.
FAQ and Questions By Our Users Section
There can be several reasons why your broadband connection may be slow. Some of the most common causes include:
Network congestion: If many people are using the same network at the same time, it can cause network congestion and slow down your broadband speed.
Distance from the exchange: If you live far away from your broadband provider’s exchange, it can result in slower broadband speeds.
Interference: If there is interference from other electronic devices, such as microwaves, cordless phones, or baby monitors, it can impact your broadband speed.
Outdated equipment: If your modem, router, or other equipment is outdated, it may not be able to handle faster broadband speeds, resulting in slower connections.
To check your actual broadband speed, we recommend using popular third-party speed testing services such as Ookla, Speedtest.net, or Fast.com. These services allow you to test your internet connection speed quickly and easily from any device with an internet connection.
It is definitely possible to switch your broadband internet provider at any time, but it is generally recommended to do so when your contract period comes to an end, as this will allow you to avoid any cancellation charges. If you’re not sure when your contract ends, simply get in touch with your current provider and they should be able to provide you with this information.
It’s also worth noting that if your existing provider notifies you of an upcoming price increase for your broadband package, you have the right to terminate your contract without any penalties within 30 days of receiving the notice, in accordance with Ofcom regulations.
While most parts of the UK have access to standard ADSL copper broadband with average download speeds of 10Mbps, faster fibre optic broadband options such as ‘Superfast Broadband’, ‘Ultrafast Broadband’, and ‘Full Fibre’ or ‘Gigabit capable’ Broadband can offer a significantly better experience with average speeds ranging from 36Mbps to 1Gbps (1 Gigabit per second). Currently, Superfast Broadband is available to 95% of UK homes with an average fibre speed of at least 30Mbps, while around 70% of UK homes can access Ultrafast/Gigabit Broadband with average speeds of 1Gbps, largely thanks to the Virgin Media network. Various providers including Virgin Media, Openreach (used by the likes of BT, Sky, TalkTalk, Vodafone, Plusnet & others), CityFibre (used by Vodafone, TalkTalk and others), Gigaclear and Hyperoptic are rolling out Ultrafast and Full-Fibre broadband networks with speeds capable of 1 gigabits per second (1Gbps) in different areas across the country. For more information, check out our fibre broadband guide.
At Broadbandpicker, we make every effort to ensure that the costs displayed on our website are checked regularly and completely accurate.
The broadband speeds we display are average speeds and may vary depending on the package.
Please note that the monthly costs displayed may change during the contract period.
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