Virgin Media

Virgin Media Broadband Review 2020 - Is Virgin Broadband Worth Getting?

Review article by , last updated

Virgin Media Bundles

Final Rating: 4.5 out of 5 4.5 Star Rating

Virgin Media (a subsidiary of Liberty Global plc) 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 M500 package delivering average ultrafast download speeds of 516Mb across its network (that's seven times faster than the likes of BT and Sky). But it's not just about speed when you're weighing up switching to a new internet supplier, there's other factors to consider like cost (Virgin Media is among the more expensive providers), customer service and customer complaints. Read our review below to find out how Virgin Media Broadband really stacks up and whether they're any good. 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.

In this review: 1. Key highlights 2. Broadband speeds 3. Broadband deals 4. Virgin Media versus BT Fibre & Sky Fibre 5. Virgin Media home phone review 6. Virgin Media TV review 7. Broadband, Phone & TV deals 8. Package & router details 9. Installation & setup 10. Customer service 11. Our final verdict

1. Key Highlights

  • Average speeds: M50 Broadband 54Mbps, M100 Broadband 108Mbps, M200 Broadband 213Mbps, M500 Broadband 516Mbps, Gig1 Broadband 1,104Mbps (currently available to 3.6 million UK homes, rollout to reach 15 million UK homes by 2021)
  • Prices from: £28p/m for M50 & phone, £27p/m for M100 & phone, £38p/m for M200 & phone, £52p/m for M500 & phone, £67p/m for Gig1 & phone. Broadband only prices from £44p/m for M100
  • Latest FLASH SALE: FREE setup across the range (save £35), save £7 a month on the M100 Broadband & phone package, save £7 per month on the Bigger Bundle + Sports package which contains Sky Sports HD and BT Sport 4K Ultra HD all in one place, save £3 a month on the Big Bundle
  • 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 will let you know if you can self-install before you place your online order
  • Standard Extras Included: Servicing and repairs of Virgin Media kit, Web Safe security, 12 months F-Secure SAFE online security (usually £79.99)
  • Availability: Virgin Media broadband runs on its own 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 (14.6 million premises). You can check your postcode on our fibre broadband availability tool
  • Latest customer broadband complaints data - Q1 2020: 13 complaints per 100,000 customers, pretty much in-line with the industry average of 12 complaints per 100,000 (Source: Ofcom Telecoms & Pay TV Complaints Report Q1 2020, published September 4th 2020)
  • Latest Customer satisfaction data 2019: 85% overall satisfaction with the Virgin Broadband service, in-line with the industry average of 85% (Source: Ofcom Comparing Service Quality 2019, published 21st August 2020)

2. Virgin Broadband Speeds

If broadband speed is your number one priority, then Virgin Fibre Broadband is most likely to be the fastest you can get with packages offering average speeds of 54Mbps, 108Mbps, 213Mbps, 516Mbps and 1,104Mbps (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 annual UK Home Broadband Performance Report 2019 (measurement period November 2019, published in May 2020) reveals that the average Virgin Broadband speeds advertised are pretty close to their actual real world speeds. The M50 (54Mbps) package was found to have a peak-time average download speed of between 54.0-54.5Mbps, the M100 (108Mbps) package was 105.7-108.7Mbps, the M200 (213Mbps) package was 195.3-206.1Mbps and the M350 (362Mbps) package was 334.1-353.9Mbps. There is no data currently available for Virgin Media's Gig1 (1,104Mbps) full fibre package which is only available to around 3.6 million UK premises.

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. 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.

3. Compare Virgin Broadband Deals - Offers End 27th September 2020

Virgin Media is the UK's fastest broadband provider offering top average ultrafast download speeds of 516Mb across their network with their M500 package. Compare Virgin broadband only and broadband & phone deals below.

Provider Package Details Average Speed* Download Limit Contract Period Costs More Info
Virgin Broadband Size L + Virgin Phone Size M + FREE TV & TiVo Box

Average speed*: 108Mb,
Download limit: Unlimited,
£0 setup,
1st year cost £324,
£27*
4.5 Star Rating
Virgin Media M100 Fibre Broadband + Weekend Calls To UK Landlines & Mobiles
* For 18 months. Includes Virgin Media phone line rental
108Mb Unlimited 18 months Monthly cost £27.00* 1st year cost: £324.00
£0.00 setup
FLASH SALE - Save £7 A Month + FREE Setup Saving £35

Find out more at Virgin Media

Self-Install With QuickStart. Kit Delivered To Your Door For Free
Virgin Broadband Size M + Virgin Phone Size M + FREE TV & TiVo Box

Average speed*: 54Mb,
Download limit: Unlimited,
£0 setup,
1st year cost £336,
£28*
4.5 Star Rating
Virgin Media M50 Fibre Broadband + Weekend Calls To UK Landlines & Mobiles
* For 18 months. Includes Virgin Media phone line rental
54Mb Unlimited 18 months Monthly cost £28.00* 1st year cost: £336.00
£0.00 setup
FREE Setup Saving £35 + 14-Day Money Back Guarantee

Find out more at Virgin Media

Self-Install With QuickStart. Kit Delivered To Your Door For Free
Virgin Broadband Size XL + Virgin Phone Size M + FREE TV

Average speed*: 213Mb,
Download limit: Unlimited,
£0 setup,
1st year cost £396,
£33* per month
4.5 Star Rating
Virgin Media M200 Fibre Broadband + Weekend Calls To UK Landlines & Virgin Mobiles
* For 18 months. Includes Virgin Media phone line rental
213Mb Unlimited 18 months Monthly cost £33.00* 1st year cost: £396.00
£0.00 setup
FREE Setup Saving £35 + 14-Day Money Back Guarantee

Find out more at Virgin Media

Self-Install With QuickStart. Kit Delivered To Your Door For Free
Virgin Broadband Only

Average speed*: 108Mb,
Download limit: Unlimited,
£0 setup,
1st year cost £528,
£44*
4.5 Star Rating
Virgin Media M100 Fibre Broadband Only
* For 18 months. No Virgin Media phone line rental required
108Mb Unlimited 18 months Monthly cost £44.00* 1st year cost: £528.00
£0.00 setup
Self-Install With QuickStart. Kit Delivered To Your Door For Free

Find out more at Virgin Media

No Virgin Phone Line Rental Required + FREE Setup Saving £35
Virgin Broadband Size XXL + Virgin Phone Size M

Average speed*: 516Mb,
Download limit: Unlimited,
£0 setup,
1st year cost £540,
£45* per month
4.5 Star Rating
Virgin Media M500 Fibre Broadband + Weekend Calls To UK Landlines & Mobiles
* For 18 months. Includes Virgin Media phone line rental
516Mb Unlimited 18 months Monthly cost £45.00* 1st year cost: £540.00
£0.00 setup
FREE Setup Saving £35 + 14-Day Money Back Guarantee

Find out more at Virgin Media

Self-Install With QuickStart. Kit Delivered To Your Door For Free
Virgin Broadband Gig1 Fibre

Average speed*: 1,104Mb,
Download limit: Unlimited,
£0 setup,
1st year cost £744,
£62*
4.5 Star Rating
Virgin Media Gig1 Fibre Broadband
* For 18 months. No Virgin Media phone line rental required
1,104Mb Unlimited 18 months Monthly cost £62.00* 1st year cost: £744.00
£0.00 setup
1 Gigabit Per Second Broadband! UK's Fastest Major Broadband Provider

Find out more at Virgin Media

Limited Geographic Availability

4. Compare 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
Virgin Broadband Size L + Virgin Phone Size M + FREE TV & TiVo Box

Average speed*: 108Mb,
Download limit: Unlimited,
£0 setup,
1st year cost £324,
£27*
4.5 Star Rating
Virgin Media M100 Fibre Broadband + Weekend Calls To UK Landlines & Mobiles
* For 18 months. Includes Virgin Media phone line rental
108Mb Unlimited 18 months Monthly cost £27.00* 1st year cost: £324.00
£0.00 setup
FLASH SALE - Save £7 A Month + FREE Setup Saving £35

Find out more at Virgin Media

Self-Install With QuickStart. Kit Delivered To Your Door For Free
Unlimited Sky Broadband Superfast For New Customers

Average Speed*: 59Mb,
Download limit: Unlimited,
£9.95 setup,
1st year cost £309.95,
£25.00*
4.5 Star Rating
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
59Mb Unlimited 18 months Monthly cost £25.00* 1st year cost: £309.95
£9.95 setup
FREE McAfee Internet Security Suite

Add Sky Broadband Boost With Guaranteed Wi-Fi In Every Room For £5p/m Extra
BT Fibre 2 + Pay As You Go Calls To UK Landlines

Average speed*: 67Mb,
Download limit: Unlimited,
£9.99 setup,
1st year cost £369.87,
£29.99* per month
5 Star Rating
BT Fibre 2 + Pay As You Go Calls To UK Landlines & Mobiles
*For 24 months. Includes BT phone line rental
67Mb Unlimited 24 months Monthly cost £29.99* 1st year cost: £369.87
£9.99 setup
Add BT TV From £12p/m

FREE £110 BT Reward Card To Go Shopping With

5. 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.

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.

6. Virgin Media TV Review

Virgin TV is great entertainment, brilliantly connected. With the Virgin TV V6 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, BT Sport, Sky Cinema and more. Customers can pick and mix the TV they enjoy, plus watch the latest movies with the Virgin Media store.

The Virgin TV V6 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.

7. Compare Virgin Broadband, Phone & TV Deals - Offers End 27th September 2020

Looking to bundle Broadband, phone and TV altogether? Prices start from £29.99 a month with the V6 box now included in all bundles, plus the ability to add 'Personal Picks' like BT Sport on a one-month rolling contract. A 14-day money back guarantee is offered together with free servicing & repairs of equipment. Compare selected Virgin Broadband, phone and TV packages below.

Provider Package Details Average Speed* Download Limit Contract Period Costs More Info
Virgin Media Big Bundle

Average speed*: 54Mb,
Download limit: Unlimited,
£0 setup,
1st year cost £359.88,
£29.99* per month
4.5 Star Rating
The Big Bundle + Mixit TV: Virgin Media M50 Fibre Broadband + Weekend Calls To UK Landlines & Virgin Mobiles + 110 Digital TV Channels + 5 HD Channels + 7 Day Catch-Up TV + TV, Movies & Music On Demand + 1TB V6 Box
* For 18 months. Includes Virgin Media phone line rental
54Mb 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

Find out more at Virgin Media

FLASH SALE - Save £3 A Month + 14-Day Money Back Guarantee + FREE Setup Saving £35
Virgin Media Bigger Bundle

Average speed*: 108Mb,
Download limit: Unlimited,
£0 setup,
1st year cost £684,
£57* per month
4.5 Star Rating
The Bigger Bundle + Maxit TV: Virgin Media M100 Fibre Broadband + Weekend Calls To UK Landlines & Virgin Mobiles + 227 Digital TV Channels Incl. Top Sky HD Channels + All 4 BT Sport 4K UHD Channels + 47 HD Channels + 7 Day Catch-Up TV + TV, Movies & Music On Demand + 1TB V6 Box
* For 18 months. Includes Virgin Media phone line rental
108Mb Unlimited 18 months Monthly cost £57.00* 1st year cost: £684.00
£0.00 setup
Includes All BT Sport 4K UHD Channels

Find out more at Virgin Media

14-Day Money Back Guarantee + FREE Setup Saving £35
Virgin Media Bigger Bundle + Maxit TV + Sky Sports

Average speed*: 213Mb,
Download limit: Unlimited,
£0 setup,
1st year cost £780,
£65* per month
4.5 Star Rating
Bigger Bundle + Maxit TV + Sky Sports: M200 Broadband + Weekend Calls To UK Landlines & Virgin Mobiles + 230 Digital TV Channels Incl. 16 Sky Channels + All Sky Sports HD Channels + All 4 BT Sport 4K UHD Channels + 47 HD Channels + 7 Day Catch-Up TV + TV, Movies & Music On Demand + 1TB V6 Box
* For 18 months. Includes Virgin Media phone line rental
213Mb Unlimited 18 months Monthly cost £65.00* 1st year cost: £780.00
£0.00 setup
Includes All Sky Sports HD & BT Sport 4K UHD Channels

Find out more at Virgin Media

14-Day Money Back Guarantee + FREE Setup Saving £35

8. Virgin Broadband & TV Package Details With Router Information

The Virgin Media Big Bundle With Mixit TV At £29.99p/m Comprises:

Virgin Media Broadband:

  • Wireless broadband with average download speeds of 108Mb
  • 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 people's homes. 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. Therefore, hang up and re-dial before 60 minutes are up to avoid charges
  • Includes Virgin Media phone line rental

Virgin Mixit TV:

  • Over 110 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 V6 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 M100Mb broadband for £44 a month, or choose Virgin M50Mb broadband, weekend phone calls, line rental and Virgin TV for £29.99 per month.

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

9. 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 V6 box) yourself using Virgin Media Quickstart.

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 August 2020), shows that the average number of days it takes Virgin Media to deliver a broadband service (from order to delivery) is 4, which is significantly less than the industry average of 11 days.

10. Virgin Broadband Customer Service, 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 Service Quality Report (last published in August 2020), the Virgin Media customer service call answering time is on average 4 minutes 26 seconds, which is slower than the industry average call answer time of 2 minutes 10 seconds.

The latest Customer complaints data does fair better with Virgin Broadband showing 13 complaints per 100,000 customers in Ofcom's Q1 2020 Telecoms & Pay TV Complaints Report. Although this is slightly higher than the industry average of 12 complaints per 100,000, it is much improved on the 20 complaints per 100,000 customers in Q3 2019.

In Ofcom's Customer Satisfaction Tracker 2019, the overall customer satisfaction with the Virgin Broadband service was found to be 85%, in-line with the industry average of 85%. In particular, there was an 85% Satisfaction score with the speed of Virgin Broadband's service, compared to an industry average of 82%.

It's also worth noting that there's a comprehensive range of Help guides and diagnostic tools on the Virgin Media website which may help you solve some of the more common problems and issues yourself.

11. Our Final Verdict 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 well at 85% and complaint levels pretty much in-line with the industry average.

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 516Mbps. 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 a Virgin Media broadband and phone package online at the virginmedia.com website can currently get 1 years welcome DISCOUNT. Prices start from just £27 a month for average 108Mbps speeds.

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 is a broadband technology writer and digital marketing consultant based in Hampshire (England). He founded the BBC recognised broadband information site BroadbandInternetUk.com in 2004 and is Chief Editor. He has 16 years experience within the telecommunications industry, helping people across the UK with their Internet requirements via a comprehensive range of broadband information, advice and guidance, all delivered on BroadbandInternetUk.com. He was previously a telecoms executive at cable operator NTL, which merged with Telewest to form Virgin Media, one of the UK's leading broadband, phone & TV suppliers. To contact Steve, please visit the contact us page or follow him on Twitter.
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