Virgin Media Broadband Review 2023 - Is Virgin Broadband Any Good?

Review article by Steve Tattersall, Broadband Technology Writer, last updated 14 November 2023

What We Like (Pros): The fastest widely-available download speeds in the UK, choice of broadband packages with and without a phone line, 30-day rolling contracts available, one of the few providers to offer broadband, phone, TV & mobile all together, upgrading its Hybrid Fibre Coax (HFX) cable network to XGS full fibre FTTP technology by the end of 2028

What We Dislike (Cons): Customer complaint levels consistently higher than the industry average, its HFX cable broadband network only covers 53% of UK homes & suffers network congestion issues in some areas, upload speeds slower compared to FTTP technology, higher latency/ping compared to FTTP technology, long call waiting time when I tested phoning them (3 minutes, 35 seconds), can be expensive so keep an eye out for sale periods

Our Verdict: 4.5 out of 5 4.5 Star Rating

1. Introduction

Virgin Media (owned by Virgin Media O2, a 50/50 joint venture between Liberty Global and Telefonica) is the UK's third largest broadband supplier with around 5.9 million customers. It is the UK's second largest pay TV provider with 3.4 million subscribers and also has 3.1 million mobile customers. The company offers the fastest widely available broadband speeds in the UK, with its top tier Gig1 package delivering average ultrafast download speeds of 1,130Mbps across its Hybrid Fibre Coax (HFX) cable network (that's 22 times faster than the national average). But it's not just about speed when you're weighing up switching to a new internet supplier, so that's why we take a closer look at things like cost, customer service performance and customer complaints. We find out ourselves how Virgin Media Broadband really stacks up. We tell you what we like and dislike about Virgin Media and compare them against BT and Sky. You can then decide whether a Virgin Broadband deal (or a Virgin Broadband, phone & TV bundle) is right for you and if you like, you can start your order from this page.

2. Virgin Media Broadband - At A Glance

Average speeds: M50 Broadband 54Mbps, M125 Broadband 132Mbps, M250 Broadband 264Mbps, M350 Broadband 362Mbps, M500 Broadband 516Mbps, Gig1 Broadband 1,130Mbps (now available to 16.1 million UK homes residing within Virgin Media's network)

Latest Virgin Media broadband prices & offers (18-month contracts): No setup fee, saving £35, on all speeds. Broadband & phone prices from: £34p/m for M125, £40p/m for M250, £46p/m for M350, £52p/m for M500 & £58p/m for Gig1. Phone line rental plus weekend calls to UK landlines and Virgin mobiles included. Broadband, Phone & TV bundles from £31.99 a month. Find out how much is BT Sport (TNT Sports) and Sky Sports on Virgin Media here

Broadband only plans with FREE setup, prices from £26.50p/m for 132Mbps speeds, £30.50p/m for 264Mbps speeds, £34.50p/m for 362Mbps speeds, £38.50p/m for 516Mbps speeds & £45p/m for Gig1 speeds. See virginmedia.com for more

Virgin Media broadband for people on benefits: Please see Virgin Media Broadband for low income families

Virgin Media O2 VOLT Products & Benefits: Following the merger of Virgin Media and O2 to form Virgin Media O2 (VMO2), customers can now buy Virgin Media and O2 Pay Monthly products together and take advantage of some impressive benefits. For example, take Virgin Media Broadband and an O2 pay monthly SIM together and enjoy a Virgin Media Broadband speed boost to the next speed tier, plus double the data on the O2 Pay Monthly SIM. Wi-Fi Pods are also included at no extra cost if there's any Wi-Fi blackspots at home. VOLT bundles start from £46p/m for Virgin Media M250 Broadband, weekend home phone calls to UK landlines and mobiles, plus an O2 10GB SIM. Find out more here.

Virgin Mobile Sale for new & existing customers: Get the iPhone 14 with AirPods from £32.25 a month, or the iPhone 13 with AirPods from £29.50p/m. No upfront fee required. Find out more at virginmedia.com/mobile

Installation & COVID-19: Self-install your Virgin Media service with QuickStart. All kit delivered to your door for free. Please note QuickStart is only available at addresses that have had Virgin Media services in the past. Virgin Media did let me know if I could self-install before I placed my online order

Extras Included: FREE Servicing and repairs of Virgin Media kit (for me this is particularly useful), Web Safe security, 12 months F-Secure SAFE online security (usually £79.99)

Availability: Virgin Media broadband runs on its own Hybrid Fibre Coax (HFX) cable network and DOCSIS 3 technology (rather than the Openreach network which is used by many ISP's). It covers around 53% of UK homes (16.1 million premises). You can check your postcode on our fibre broadband availability tool

Latest Virgin Media Broadband customer complaints data - Q1 2023: 15 complaints per 100,000 customers - that's above the industry average of 12 complaints per 100,000, but fewer than rivals Vodafone, Shell and TalkTalk (Source: Ofcom Telecoms & Pay TV Complaints Report Q1 2023, published July 27th 2023)

Latest Virgin Media Broadband customer satisfaction data 2022: 81% overall satisfaction with the Virgin Broadband service, pretty much in-line with the industry average of 82% (Source: Ofcom Comparing Customer Service Report 2022, published 18th May 2023)

3. Virgin Media Broadband Speed Performance

If broadband download speeds are your number one priority, then Virgin Fibre Broadband is most likely to be the fastest you can get with packages offering average download 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 their Virgin Fibre packages are calculated by taking the median average, or the mid-point between the fastest and slowest speeds for each package at peak times (8-10pm), each month. This is in line with guidance from the Advertising Standards Authority (ASA).

The Ofcom UK Home Broadband Performance Chart Data (measurement period March 2023, published in September 2023) reveals that the average Virgin Broadband speeds advertised are pretty close to their actual real world speeds. The M125 (132Mbps) package was found to have a 24-hour average download speed of 136.30Mbps with a 13.52 milliesecond (ms) latency/ping and the M250 (264Mbps) package was 272.46Mbps with a 14.78ms latency/ping. The M350 (362Mbps) package was 380.90Mbps with a 13.91ms latency/ping and the M500 (516Mbps) package was 539.55Mbps with a 12.51ms latency/ping. Virgin Media's Gig1 (1,130Mbps) package which is the UK's fastest widely available broadband (covering 16.1 million UK premises) had real world 24-hour average speeds of 1137.08Mbps with a 14.84ms latency/ping. For your information, a latency/ping rate of below 100 millieseconds (ms) is considered good, while below 20ms is regarded as great, especially for gaming. That said, Virgin Media's latency/ping rates on its HFX cable network are higher than many broadband providers using full fibre FTTP networks like Openreach.

Ookla's Speedtest Intelligence data, last published in October 2022, further supports Virgin Media's broadband speed dominance. The data revealed that during the first half of 2022, Virgin Media was the UK's fastest fixed broadband provider with median download speeds of 116.44Mbps.

Unlike other full fibre FTTP networks like CityFibre, Virgin Media's upload speeds are considerably less than their download speeds - which I have noticed myself. However, this will be resolved when they complete the upgrade of their HFX cable network to XGS full fibre broadband technology in 2028.

Please bear in mind that the actual broadband speed you experience from Virgin Media (or any other provider for that matter) can be lower than what is advertised or estimated during sign-up (this has happened to me before). Broadband speeds may be affected by things Virgin Media can't control - like the use of Wi-Fi, the device you're using, the wiring in your home and the number of users online and accessing a particular website.

4. Virgin Media Broadband Only Prices - 18-Month Contracts

Looking for broadband only packages without phone line rental or TV? Compare Virgin Media's ultrafast broadband only products below. Pricing applies to new customers only.

Provider	Package Details	Average Speed*	Download Limit	Contract Period	Costs	More Info
*Average speed: 132Mbps, Download limit: Unlimited, £0 setup, 1st year cost £318, £26.50* per month**	Virgin Media M125 Fibre Broadband * For 18 months. Virgin Media phone line rental not required. Pricing may change during this 18 month period	132Mbps	Unlimited	18 months	Monthly cost £26.50* 1st year cost: £318.00 £0.00 setup	FREE Setup + Intelligent Wi-Fi Find out more FREE Engineer Visits For Any Repairs Or Replacements
*Average speed: 264Mbps, Download limit: Unlimited, £0 setup, 1st year cost £366, £30.50* per month**	Virgin Media M250 Fibre Broadband * For 18 months. Virgin Media phone line rental not required. Pricing may change during this 18 month period	264Mbps	Unlimited	18 months	Monthly cost £30.50* 1st year cost: £366.00 £0.00 setup	FREE Setup + Intelligent Wi-Fi Find out more FREE Engineer Visits For Any Repairs Or Replacements
*Average speed: 362Mbps, Download limit: Unlimited, £0 setup, 1st year cost £414, £34.50* per month**	Virgin Media M350 Fibre Broadband * For 18 months. Virgin Media phone line rental not required. Pricing may change during this 18 month period	362Mbps	Unlimited	18 months	Monthly cost £34.50* 1st year cost: £414.00 £0.00 setup	FREE Setup + Intelligent Wi-Fi Find out more FREE Engineer Visits For Any Repairs Or Replacements
*Average speed: 516Mbps, Download limit: Unlimited, £0 setup, 1st year cost £462, £38.50* per month**	Virgin Media M500 Fibre Broadband * For 18 months. Virgin Media phone line rental not required. Pricing may change during this 18 month period	516Mbps	Unlimited	18 months	Monthly cost £38.50* 1st year cost: £462.00 £0.00 setup	FREE Setup + Intelligent Wi-Fi Find out more FREE Engineer Visits For Any Repairs Or Replacements
*Average speed: 1,130Mbps*, Download limit: Unlimited, £0 setup, 1st year cost £540, £45	Virgin Media Gig1 Fibre Broadband * For 18 months. Virgin Media phone line rental not required. Pricing may change during this 18 month period	1,130Mbps	Unlimited	18 months	Monthly cost £45.00* 1st year cost: £540.00 £0.00 setup	FREE Setup + Fastest Widely Available Broadband Speeds Find out more FREE Engineer Visits For Any Repairs Or Replacements

5. Virgin Media Broadband & Phone Prices - 18-Month Contracts

Virgin Media is the UK's fastest widely available broadband provider offering top average ultrafast download speeds of 1,130Mbps across their network with their Gig1 fibre package. Compare Virgin Media broadband & phone deals below. Applies to new customers only.

Provider	Package Details	Average Speed*	Download Limit	Contract Period	Costs	More Info
*Average speed: 132Mbps*, Download limit: Unlimited, £0 setup, 1st year cost £408, £34	Virgin Media M125 Fibre Broadband + Weekend Calls To UK Landlines & Virgin Mobiles * For 18 months. Includes Virgin Media phone line rental. Pricing may change during this 18 month period	132Mbps	Unlimited	18 months	Monthly cost £34.00* 1st year cost: £408.00 £0.00 setup	FREE Setup + Intelligent Wi-Fi Find out more FREE Engineer Visits For Any Repairs Or Replacements
*Average speed: 264Mbps, Download limit: Unlimited, £0 setup, 1st year cost £480, £40* per month**	Virgin Media M250 Fibre Broadband + Weekend Calls To UK Landlines & Virgin Mobiles * For 18 months. Includes Virgin Media phone line rental. Pricing may change during this 18 month period	264Mbps	Unlimited	18 months	Monthly cost £40.00* 1st year cost: £480.00 £0.00 setup	FREE Setup + Intelligent Wi-Fi Find out more FREE Engineer Visits For Any Repairs Or Replacements
*Average speed: 362Mbps, Download limit: Unlimited, £0 setup, 1st year cost £552, £46* per month**	Virgin Media M350 Fibre Broadband + Weekend Calls To UK Landlines & Virgin Mobiles * For 18 months. Includes Virgin Media phone line rental. Pricing may change during this 18 month period	362Mbps	Unlimited	18 months	Monthly cost £46.00* 1st year cost: £552.00 £0.00 setup	FREE Setup + Intelligent Wi-Fi Find out more FREE Engineer Visits For Any Repairs Or Replacements
*Average speed: 516Mbps, Download limit: Unlimited, £0 setup, 1st year cost £624, £52* per month**	Virgin Media M500 Fibre Broadband + Weekend Calls To UK Landlines & Virgin Mobiles * For 18 months. Includes Virgin Media phone line rental. Pricing may change during this 18 month period	516Mbps	Unlimited	18 months	Monthly cost £52.00* 1st year cost: £624.00 £0.00 setup	FREE Setup + Intelligent Wi-Fi Find out more FREE Engineer Visits For Any Repairs Or Replacements
*Average speed: 1,130Mbps*, Download limit: Unlimited, £0 setup, 1st year cost £696, £58	Virgin Media Gig1 Fibre Broadband + Weekend Calls To UK Landlines & Virgin Mobiles * For 18 months. Includes Virgin Media phone line rental. Pricing may change during this 18 month period	1,130Mbps	Unlimited	18 months	Monthly cost £58.00* 1st year cost: £696.00 £0.00 setup	FREE Setup + Fastest Widely Available Broadband Speeds Find out more FREE Engineer Visits For Any Repairs Or Replacements

6. Virgin Media Broadband & Phone Prices - 30 Day Rolling Contracts

If you need some flexibility and would rather not commit to a longer contract length, Virgin Media's range of 30-day rolling contract broadband products could be the answer. I think these one month broadband contracts are perfect for short term or temporary broadband and are available on a range of broadband speeds. They also represent an alternative option for students at University looking for short term internet access.

Provider	Package Details	Average Speed*	Download Limit	Contract Period	Costs	More Info
*Average speed: 132Mbps*, Download limit: Unlimited, £80 upfront, 1st year cost £692, £51	Virgin Media M125 Fibre Broadband + Weekend Calls To UK Landlines & Virgin Mobiles * Rolling 30-day contract, give 30 days notice to cancel. Includes Virgin Media phone line rental. Pricing may change	132Mbps	Unlimited	30 days	Monthly cost £51.00* 1st year cost: £692.00 £80.00 upfront	Upfront Fee Includes £35 Setup Fee + £45 Rolling Contract Fee Find out more FREE Engineer Visits For Any Repairs Or Replacements
*Average speed: 264Mbps*, Download limit: Unlimited, £80 upfront, 1st year cost £764, £57	Virgin Media M250 Fibre Broadband + Weekend Calls To UK Landlines & Virgin Mobiles * Rolling 30-day contract, give 30 days notice to cancel. Includes Virgin Media phone line rental. Pricing may change	264Mbps	Unlimited	30 days	Monthly cost £57.00* 1st year cost: £764.00 £80.00 upfront	Upfront Fee Includes £35 Setup Fee + £45 Rolling Contract Fee Find out more FREE Engineer Visits For Any Repairs Or Replacements
*Average speed: 362Mbps*, Download limit: Unlimited, £80 upfront, 1st year cost £836, £63	Virgin Media M350 Fibre Broadband + Weekend Calls To UK Landlines & Virgin Mobiles * Rolling 30-day contract, give 30 days notice to cancel. Includes Virgin Media phone line rental. Pricing may change	362Mbps	Unlimited	30 days	Monthly cost £63.00* 1st year cost: £836.00 £80.00 upfront	Upfront Fee Includes £35 Setup Fee + £45 Rolling Contract Fee Find out more FREE Engineer Visits For Any Repairs Or Replacements

7. Comparable Services: Virgin Media Broadband Versus BT Fibre & Sky Fibre

Take a look at the table below to compare Virgin Media Broadband speeds and prices versus BT Fibre and Sky Fibre. Want to compare more suppliers? Use our fibre broadband checker to understand how Virgin Media fares against other providers.

Provider	Package Details	Average Speed*	Download Limit	Contract Period	Costs	More Info
*Average speed: 132Mbps, Download limit: Unlimited, £0 setup, 1st year cost £318, £26.50* per month**	Virgin Media M125 Fibre Broadband * For 18 months. Virgin Media phone line rental not required. Pricing may change during this 18 month period	132Mbps	Unlimited	18 months	Monthly cost £26.50* 1st year cost: £318.00 £0.00 setup	FREE Setup + Intelligent Wi-Fi Find out more FREE Engineer Visits For Any Repairs Or Replacements
*Average Speed: 61Mbps*, Download limit: Unlimited, £0 setup, 1st year cost £300, £25	Unlimited Sky Broadband Superfast + Unlimited Sky WiFi + Sky Talk Pay As You Go Calls To UK Landlines & Mobiles * For 18 months. Includes Sky phone line rental. Pricing may change during this 18 month period	61Mbps	Unlimited	18 months	Monthly cost £25.00* 1st year cost: £300.00 £0.00 setup	No Setup Fees + FREE McAfee Internet Security Suite Find out more at Sky Includes Sky Wall To Wall Wi-Fi Guarantee
*Average speed: 67Mbps, Download limit: Unlimited, £0 setup, 1st year cost £323.91, £0* per month**	BT Fibre 2 Broadband *For 3 months, £35.99p/m after. No landline phone service included (can be added if required). Annual price increase applies	67Mbps	Unlimited	24 months	Monthly cost £0.00* 1st year cost: £323.91 £0.00 setup	Add BT TV Sport From £1p/m Find out more at BT 3 Months FREE + No Upfront Cost + Norton Security + £50 BT Reward Card To Spend

8. Virgin Media Home Phone Review

All of Virgin Media's home phone calling plans are available with their individual broadband or TV packages, as well as with their broadband, TV and phone bundles.

Weekend phone calls to UK landlines, Virgin mobiles and 0870 numbers, plus phone line rental, are included as standard in all Virgin Broadband and phone packages, plus those full bundles including TV aswell. I think this is pretty good value.

For an extra £5 a month, inclusive evening and weekend calls to UK landlines, UK mobiles and 0845/0870 numbers can be added, while for an extra £8 a month this changes to anytime calls. Those customers wishing to make anytime calls to overseas countries aswell, can pay £15 a month. Over 50 popular international destinations are included.

9. Virgin Media TV Review

Virgin TV is great entertainment, brilliantly connected. With the Virgin TV 360 box, their range of TV apps and super-fast fibre broadband, customers can experience amazing TV at home, in another room or anywhere on the go where there's suitable Wi-Fi, 3G, 4G or 5G (using the Virgin TV anywhere app).

Virgin TV is comprehensive, bringing the world of TV together in the form of live TV (all the Freeview favourites & Sky TV), catch-up TV, TV box sets, integrated Netflix, Amazon Prime, Sky Sports, TNT Sports, Sky Cinema and more. Customers can pick and mix the TV they enjoy, plus watch the latest movies with the Virgin Media store. Further information about watching BT Sport on Virgin can be found here.

The Virgin TV 360 box is 4K-ready for Ultra HD TV viewing, has 1TB (1,000 gigabytes) of storage and can record 6 shows at the same time, while you watch something else you have recorded. It is Virgin Media's smallest, smartest and fastest TV box so far. I also think it looks and feels pretty stylish and sits well alongside our TV.

10. Compare Virgin Media Broadband, Phone & TV Bundles - From £31.99p/m

Looking to bundle Broadband, phone and TV altogether? Prices start from just £31.99 a month for new customers - with the Virgin TV 360 box now included in all bundles, plus the ability to add 'Personal Picks' like TNT Sports on a one-month rolling contract. A 14-day money back guarantee is offered together with free servicing & repairs of equipment. Compare a selection of Virgin Broadband, phone and TV packages for new customers below or find out more at the virginmedia.com website.

Provider	Package Details	Average Speed*	Download Limit	Contract Period	Costs	More Info
*Average speed: 264Mbps, Download limit: Unlimited, £0 setup, 1st year cost £383.88, £31.99* per month**	Big Bundle: Virgin Media M250 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	264Mbps	Unlimited	18 months	Monthly cost £31.99* 1st year cost: £383.88 £0.00 setup	Add Personal Picks Like TNT Sports On A One-Month Rolling Contract Find out more FREE Setup + FREE Engineer Visits For Any Repairs Or Replacements
*Average speed: 264Mbps, Download limit: Unlimited, £0 setup, 1st year cost £474, £39.50* per month**	Bigger Combo Bundle: Virgin Media M250 Fibre Broadband + Weekend Calls To UK Landlines & Virgin Mobiles + 190 Digital TV Channels Incl. Top Sky HD Channels + 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	264Mbps	Unlimited	18 months	Monthly cost £39.50* 1st year cost: £474.00 £0.00 setup	Includes Top Sky Channels. Pay An Extra £18p/m For TNT Sports Find out more FREE Setup + FREE Engineer Visits For Any Repairs Or Replacements
*Average speed: 264Mbps, Download limit: Unlimited, £0 setup, 1st year cost £744, £62* per month**	Bigger Sports HD Combo Bundle: Virgin Media M250 Fibre Broadband + Weekend Calls To UK Landlines & Virgin Mobiles + 195 Digital TV Channels Incl. 16 Sky Channels + All Sky Sports HD Channels + 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	264Mbps	Unlimited	18 months	Monthly cost £62.00* 1st year cost: £744.00 £0.00 setup	Includes All Sky Sports HD Channels. Pay An Extra £18p/m For TNT Sports Find out more FREE Setup + FREE Engineer Visits For Any Repairs Or Replacements

11. Virgin Media Broadband & TV Package Details With Router Information

The Virgin Media Big Bundle At £31.99p/m Comprises:

Virgin Media Broadband:

Wireless broadband with average download speeds of 264Mbps
Unlimited monthly download usage allowance
FREE Virgin Media Super Hub 3 dual-band wireless router that supports the 802.11ac standard, together with the older 802.11/b/g/n protocols. The Super Hub 3 performs well giving superfast Wi-Fi speeds and has sufficient range to cover more remote areas of our house. It also has 4 ethernet ports which is great for those requiring a wired connection
Intelligent WiFi to automatically sort WiFi issues
FREE Web Safe internet security, F-Secure SAFE internet security and parental controls
FREE servicing and repairs on your broadband and Super Hub router
FREE 24/7 technical support

Virgin Phone:

Switch to Virgin Media and keep your existing phone number
Includes weekend phone calls to UK landlines (01, 02 & 03), Virgin Mobiles and 0870 numbers
Each weekend call can last up to 60 minutes, after which call charges apply. I simply hang up and re-dial before 60 minutes are up to avoid charges
Includes Virgin Media phone line rental

Virgin Mixit TV:

Over 100 great digital TV channels including all the major Freeview channels, plus 10 HD channels (incl. BBC HD, BBC One HD, ITV1 HD, Channel4 HD & Channel 5 HD)
Options to add Sky Sports, Sky Movies and other channels using Personal Picks on one-month rolling contracts
7-day Catch-Up TV using the BBCiPlayer, ITV Hub, All4 and My5 on your TV
Virgin TV On Demand - Choose from a huge library of TV, movies and music to enjoy
Virgin TV Anywhere App - Take Virgin TV wherever you go with this app available on the iPhone, iPad and other smartphones/devices
FREE 1TB Virgin 360 TV box with pause, rewind & record functionality
FREE servicing and repairs
TV delivered by fibre optic cables, thus not affected by the weather

Virgin Media Broadband, Phone, TV And Mobile - Take As Much As You Want

Virgin Media was the first company in the UK to deliver a quadruple-play offering of unlimited broadband, revolutionary on demand digital TV, great value landline phone calls and a leading mobile phone service. By carrying all four services together, they can offer you far better value for money compared to you buying them separately, plus there's only one bill. It's up to you though, you can choose one service like Virgin M125 broadband from £26.50 a month, or choose Virgin M250 broadband, weekend phone calls, line rental and Virgin TV for £31.99 per month.

Put simply, you can take as much or as little as you want from Virgin Media, including all Sky channels and TNT Sports channels - and it's entirely up to you how you bundle their services together.

12. Installation & Setup

If your home has been connected to the Virgin Broadband network before (in the last 3 years), then you should be able to install the Virgin Media kit (Super Hub 3 router &/or the 360 TV box) yourself using Virgin Media Quickstart - which I found to be pretty straight-forward.

If you are switching from BT, Sky or another supplier that uses a different network to Virgin's (e.g. Openreach), then a Virgin Media engineer will need to install a Virgin Media line at your property. You will be responsible for cancelling the services with your existing supplier.

Whether you're using Quickstart self-install or a Virgin Media engineer, a £35 broadband setup fee is usually required.

With regards to switch-over timescales, Ofcom's Comparing Service Quality Report (last published in May 2023), shows that the average number of days it takes Virgin Media to deliver a broadband service to a new customer (from order to delivery) is 10, which is less than the industry average of 14 days.

13. Virgin Media Broadband Customer Service Performance, Support, Satisfaction, Complaints & Phone Numbers

The Virgin Media Customer Service team can be contacted by phoning 150 from a Virgin Media phone line or mobile, or on 0345 454 1111 from any other phone. Opening times are 8am-9pm Monday to Friday, 8am-8pm on Saturday and 8am-6pm on Sunday.

According to the Ofcom Comparing Customer Service Report 2022 (published in May 2023), the Virgin Media customer service call waiting time is on average 3 minutes 7 seconds, which is slower than the industry average call waiting time of 2 minutes 37 seconds. When I tested contacting Virgin Media, I was waiting for 3 minutes and 35 seconds before I spoke to a member of the customer service team. This is certainly an area they need to improve.

The latest Customer complaints data does not fair much better with Virgin Broadband showing 15 complaints per 100,000 customers in Ofcom's Q1 2023 Telecoms & Pay TV Complaints Report (published in July 2023). This is higher than the industry average of 12 complaints per 100,000, but lower than some of its competitors, including TalkTalk, Vodafone and Shell Energy.

In Ofcom's Customer Satisfaction Tracker 2022, the overall customer satisfaction with the Virgin Broadband service was found to be 81%, which is in-line with the industry average of 82%. Specifically, there was an 82% Satisfaction score with the speed of Virgin Broadband's service, which was higher than the industry average of 80%.

It's also worth noting that there's a comprehensive range of Help guides and diagnostic tools on the Virgin Media website which I found very useful and helped me solve a few problems myself.

14. Questions & Answers

Question 1. How do I speak to a real person at Virgin Media?

Answer 1. I called them on the freephone number 0345 454 1111 and had to wait around 3 and a half minutes to speak to someone.

Question 2. Does Virgin Media offer cheaper broadband for people on benefits?

Answer 2. Yes. The Virgin Media Essential Broadband Plus package offers 54Mbps download speeds for £20 a month. It's available on a 30-day rolling contract and has no setup fees or exit fees. Find out if you're eligible by reading our guide on broadband social tariffs.

Question 3. Can I get Virgin Media Broadband without a phone line?

Answer 3. Yes, Virgin Media broadband only plans are available and do not require a landline.

Question 4. Do I have to return my Virgin Media router and TV box if I leave Virgin Media?

Answer 4. Yes, in accordance with their terms and conditions, all your Virgin Media kit will need to be returned, otherwise you will be charged for them.

Question 5. Is Virgin Media Broadband full fibre FTTP broadband?

Answer 5. No, not at the moment. Virgin Media Broadband uses a Hybrid Coax (HFX) cable network which, combined with DOCSIS 3.1 technology, provides gigabit download speeds. Virgin Media is currently upgrading its HFX cable network to Full Fibre FTTP technology and expects to complete this by the end of 2028.

Question 6. Does Virgin Media Broadband have the same upload and download speeds (symmetrical speeds)?

Answer 6. No, I found my Virgin Media Broadband upload speeds to be far less than my download speeds (this is known as asymmetrical speeds). This will change when they complete upgrading their HFX cable network to full fibre technology (as detailed above).

Question 7. Does Virgin Media Broadband have high latency / ping rates?

Answer 7. Yes, I found my Virgin Media Broadband latency / ping rates to be higher than those broadband providers using FTTP networks like Openreach.

Question 8. Can you use Wi-Fi Calling with Virgin Media Broadband?

Answer 8. Yes, I've used Wi-Fi Calling many times with Virgin Media Broadband. The call quality has been up and down though, due to the higher latency of the Virgin Media HFX cable network.

Question 9. Can you enable modem mode on the Virgin Media Hub 3.0 router?

Answer 9. Yes, in the past I've enabled modem mode on my Virgin Media Hub 3.0 router, which effectively turns it into a cable modem. I then connected my own Wi-Fi router to the cable modem to improve the Wi-Fi signal strength and stability around my home.

15. Our Final Verdict & Rating On Virgin Media Broadband

Virgin Media Broadband Review - Our Final Comment And Rating
Final Rating - 4.5 out of 5
It's great to see Richard Branson cement Virgin's brand and its ethos into the broadband sector. In a relatively short period of time the ex ntl Telewest firm, often plagued by its very poor customer service and cable footprint, has been reignited by the Virgin way of thinking. There's been significant investment and training in customer service, with customer satisfaction levels now scoring on a par with the industry average - although Ofcom complaint levels are still a little high for my liking. When it comes to broadband speeds, Virgin Media is the fastest widely available broadband covering around 53% of UK homes with top tier average speeds of 1,130Mbps. It's not cheap though, so expect to pay a little bit more for their ultrafast speeds and look out for their special offers and sale periods where prices can be reduced. Note, new customers ordering Virgin Media broadband only packages online at the virginmedia.com website can currently take advantage of a FREE setup offer. Prices start from £26.50 a month for average 132Mbps speeds, while top speeds of 1,130Mbps are available for £45 a month.

Virgin Media Broadband Review - Our Final Comment And Rating

Final Rating - 4.5 out of 5

It's great to see Richard Branson cement Virgin's brand and its ethos into the broadband sector. In a relatively short period of time the ex ntl Telewest firm, often plagued by its very poor customer service and cable footprint, has been reignited by the Virgin way of thinking. There's been significant investment and training in customer service, with customer satisfaction levels now scoring on a par with the industry average - although Ofcom complaint levels are still a little high for my liking.

When it comes to broadband speeds, Virgin Media is the fastest widely available broadband covering around 53% of UK homes with top tier average speeds of 1,130Mbps. It's not cheap though, so expect to pay a little bit more for their ultrafast speeds and look out for their special offers and sale periods where prices can be reduced.

Note, new customers ordering Virgin Media broadband only packages online at the virginmedia.com website can currently take advantage of a FREE setup offer. Prices start from £26.50 a month for average 132Mbps speeds, while top speeds of 1,130Mbps are available for £45 a month.

Latest Virgin Media Broadband Reviews & Ratings By Customers

If you're unsure as to some of the terms used on this page, please read our beginner's guide to broadband or our guide to switching supplier.

Important note

We are not Virgin Media. We do not provide broadband, phone or TV connections ourselves. Should you have a problem with your Virgin Media order or connection, we advise you to contact Virgin Media directly.

We specialise in offering you independent advice, reviews and tools that should help you choose the right broadband provider and package for you. We provide this impartial service to you for free, whilst being paid a small commission from each ISP we generate a new customer for - so we are like an Independent Financial Advisor. You do not pay any extra for your chosen broadband package by signing up through this site.

About The Author, Steve Tattersall

Steve Tattersall is a broadband technology writer with 20 years experience within the Internet industry. Based in Hampshire, England, he founded the BBC recognised broadband information site, BroadbandInternetUk.com, in 2004 and is currently the Director Of Marketing & Operations. During this time he has helped thousands of people across the UK with their Internet requirements by compiling a comprehensive range of broadband information, comparison tools and guides, all delivered on BroadbandInternetUk.com. A graduate of Buckinghamshire New University (Brunel Business School) with a first class honours degree in Business, Steve has first hand experience of working for a broadband provider, having had a previous career at the broadband supplier NTL. Following its merger with rival Telewest, NTL is now known as Virgin Media, one of the UK's leading broadband, phone & TV providers. If you would like to contact Steve, please visit the contact us page or follow him on Twitter, LinkedIn and Quora. You can also find out more about BroadbandInternetUk.com on our about us page.

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