virgin media homeworks review

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Whether you work from home every day or just a couple of days, here’s how to get the best out of your broadband to make WFH a little easier

By Virgin TV Edit

The call of the office might have brought us back into the workplace en masse (actually, it was probably the call from your boss that did the trick there), but there are still many of us who still work from home. And even for those of us who have returned to the queues for the microwaves and idle watercooler chit-chat with that person whose name you can’t quite remember, there are still plenty who do the odd day or two WFH.

On those days, you might not have the benefit of calling the IT team when you get stuck. And we don’t want you to worry about not being able to join a Microsoft Teams meeting or whether you’re going to lag during a video presentation. The only thing you should be worrying about is popping that kettle on and making yourself a nice cup of tea or coffee.

We want your broadband to work just as hard as you do – on the clock  and  when you’re off-duty, because we know relaxation mode is just as important as work mode. We’ve put together a guide to all the ways you can make the most of your Virgin Media broadband.

How to increase upload speed

Most people are concerned with their download speed, but a slow upload speed can wreak havoc with your video calls, live streaming and gaming. Fortunately, there are lots of things you can do at your end to potentially rectify this. Simply follow the steps below:

• Check your computer or mobile security firewall settings. The software might be blocking any outgoing data and traffic.
• Most of us are guilty of deferring system or software updates, but the reason those notifications keep popping up is because you need to update!
• Reduce the number of WiFi users. When lots of people are connected to the WiFi, it slows down the speed, so make sure only the devices you’re currently using are connected.
• Using your antivirus, check for any malware or viruses that may impact the performance of your device or potentially slow your broadband speed.
• Use an Ethernet cable to connect your laptop to your modem or router so there is no signal interference.
• Remove background data use. Here’s how:

For Windows:

• Simultaneously press down the Ctrl + Shift + Esc keys on your keyboard.
• This will open a window containing a list of all the programmes and applications that are currently open and running in the background. You can then choose to “End task”.
• Simultaneously press down the Command + Option + Esc keys on your keyboard.
• This will open a window containing a list of all the programmes and applications that are currently open and running in the background. You can then choose to “Force Quit”.

How to speed up streaming

We all want to avoid the dreaded spinning wheel of doom that indicates when a video is buffering. When you’re dreaming of streaming the latest series everyone is hooked on or your favourite comfort watch, you want to just be able to hit play so you can watch all day (if you want)! Here’s how to make sure your downtime isn’t interrupted by pesky lagging or loading:

• First, run a  speed test . If the broadband speed is much slower than normal, there may be an issue with your broadband router, your broadband or phone line, or the internet service provider’s network. Contact technical support. Here are our  broadband speeds explained .
• Reduce the streaming video quality. Most streaming services offer this option, allowing you to select a specific resolution, or choose from high (1080p, full HD), medium or low (480p, standard definition).
• Pause the video and allow it to buffer. You’ll be able to see how much has buffered by looking at the video player’s seek bar.
• Download the video if the option is available. For example, you can do this on Channel 4 and BBC iPlayer. Once it’s finished downloading, you’ll be able to play the video without interruption (and on the go, even if you don’t have WiFi)!
• Every device connected to your broadband will reduce the available bandwidth, so switch off everything that’s not in use so there’s enough capacity for the video. Shut down or pause apps or services running in the background – this is particularly relevant if you’re streaming on a computer.
• If none of these work, there is always the tried-and-tested method of turning your device off and on again! Restart the software first, and if that doesn’t help, reboot the streaming device.
• Get the best WiFi signal. Here’s how:
• Make sure to keep your Hub upright, out in the open (but out of direct sunlight if possible). Objects can block and slow WiFi. Signals from baby monitors and cordless phones can also interfere with WiFi signals. Aim for 1 metre of clearance.
• You can also switch to the Hub’s 5GHz (Gigahertz) frequency (more on this below). The majority of our Hubs have a dual-band feature, which means they switch between the two frequencies automatically when required.
• Keep the Hub upright, with its lights facing into the room. That way your Hub’s strongest WiFi signal goes outwards – not into the floor.
• Want to know more? Watch our video below to find out how you can get the best WiFi signal from your Hub.

How to stream the TV you love

Did you know that great TV, movies and sport are all just a few clicks away? Whether you’re looking for a lunchtime pick-me-up or something to dive into at the end of the day, there’s a streaming service that suits whatever you’re in the mood for. Just be prepared to fight for the remote if you live with fellow TV fans!

Here’s how you can access your favourite entertainment:

• Press Home on your remote.
• Select Apps.
• Choose from Netflix, Prime Video, BBC iPlayer, ITVX, Channel 4, My5, YouTube and so much more!

How to watch Prime Video

If you’re a Virgin Media customer armed with a V6 box, powered by TiVo ® , a Virgin TV 360 box or Stream from Virgin Media, you can get Prime Video direct on your telly once you’ve got a subscription to the service. Simply  sign up to Prime Video via the website , and you can log in on the box.

And because Prime Video is fully integrated into your box, you can search without even going into the app. Just select  Search & Discover  from the Home menu and type in the name of the show or movie you’re after. Not only that, but 360 and Stream customers can also voice search Prime Video shows with their remote.

How to watch Netflix

If you have a  Virgin TV 360  box or  Stream from Virgin Media , there are four ways to navigate to the Netflix app:

1. Use your voice

A.  Just press and hold the voice button and say “Netflix” to open the app.

2. Via the app section

A.  Press  Home .

B.  Go to the right and select  Apps .

C.  Select  Netflix  in the Apps screen.

3. Via channel 204 if you’re a Virgin TV 360 customer

A.  Tuning to this channel automatically launches Netflix.

4. Navigating down to the Netflix icon in the homepage if you are a Stream customer

To access Netflix if you have a  TiVo ®  box  or  Virgin TV V6 box , powered by TiVo ® :

A.  Press  home  on your remote

B.  Select  Apps & Games

C.  Select  All Apps

D.  Select  Netflix

You can also access the app through  Search & Discover  or by pressing Red on channel 204. Just sign in with your existing login and start watching. And you’ll only have to log in the first time you use it.

How to find out what broadband speed you can get in your area

We offer fast, reliable WiFi gliding through every room or money back, with average download speeds of up to 516Mbps – and our Gig1 Fibre Broadband provides download speeds averaging 1,140Mbps! Simply follow these instructions to find out whether we can provide broadband where you live:

• Pop your postcode into the  postcode checker .
• Find your address from the list and select Next.
• You’ll find out whether you can get Virgin Media in your area and what packages, speeds and benefits are available to you.

How to connect to dual concurrent WiFi

When you’re online, your WiFi connection uses radio waves to pass information to and from your computer and wireless devices like tablets and smartphones. Most broadband providers use the same radio band, which is 2.4GHz. With so many people using the same band at the same time, there’s lots of congestion, making information travel slower. It’s also affected by other things, including baby monitors, cordless phones and microwaves, because they use the same band to function.

All our Hubs also have a different and less busy band, which is 5GHz. The 5GHz band has a shorter range than the 2.4GHz band, but is great for activities like streaming HD movies.

Hubs 3,4 and 5 have a single SSID (or Wireless Network Name) which covers both bands, but if you have a Super Hub, Super Hub 2 or Super Hub 2ac, you should make sure your devices are able to connect to the best band for them.

Here’s how to do it:

• If your device is 5GHz compatible, it will automatically pick up both the 2.4GHz and 5GHz Wireless Network names (SSID) in its Wireless Manager page.
• All you need to do is select the 5GHz SSID for compatible devices.
• If your device is not 5GHz compatible, you’ll only have the option to connect to the 2.4GHz SSID.
• You can connect multiple devices on both 2.4GHz and 5GHz at the same time, so all your devices can access the best possible WiFi available.
• To access, simply click on the Wireless Network name (SSID) finishing with “2G” or “5G”, enter the Passphrase and you’re up and running straight away.

How to manage your account on the go

The My Virgin Media app is the easiest way to manage your Virgin Media account on the go – and it’s available to download for all new and existing TV, broadband and phone customers. You can view your bills and package details, check your service status, make quick and easy payments and much, much more.

Download it for  iOS  and  Android  to get started.

How to become a HomeWorks customer

When home is your head office, you’ll want to know your connection is powerful enough to keep your business and your home life running smoothly.

Virgin Media HomeWorks is a savvy toolkit of services that will:

• Give you Next Day Priority engineer call-outs.
• Sort your IT issues.
• Make sure your WiFi network is optimised.
• Protect against viruses, identity theft and more on up to five devices with F-Secure SAFE.

Here’s how to add HomeWorks to your broadband package:

• If you’re already a Virgin Fibre customer, sign in  here .
• HomeWorks is available for an additional £9.99 a month (minimum 3-month term) for all of our broadband customers.

How to make your VPN work for you

If you’re working from home, you may have had to start using your company’s   Virtual Private Network (VPN), which provides employees with a secure and encrypted connection.

Due to the additional protection provided by a VPN, the broadband speed you receive may be impacted. This is because all your internet traffic needs to go through your employer’s network and servers. During peak office hours and with more people working remotely, it may take longer for the data to pass through. This is how you can optimise your VPN use:

• If you’re experiencing slower speeds, disconnecting and reconnecting to your VPN can help.
• When running a  speed test , make sure you turn off your VPN to see if you are experiencing slower speeds.

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Reviews 1.6.

89,792 total

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Good internet

Good internet, but absolutely greedy company,making false promises’ I had a call from sales team “this time we will not increase the price no matter what so ever “ Here i am price increases because of inflation.why you lie, why not tell every customer before selling customer that we gona increase price every april. Finally decided to end my contract can’t continue with lie company.

Date of experience : 22 April 2024

Reply from Virgin Media

Hi Umer, Thank you once again for posting a review. We're sorry you're not happy with a previous response and that you're leaving us. Trustpilot is a third party review site and, as such, I'm afraid we don't have access to account information, nor are we able to enter into a conversation with you to assist here directly. This is why we post a variety of available contact methods to assist you in getting the help you need as soon as possible. Regards, Daniel

So slow most times

So slow most times It's expensive in my areas as u have no choice of having other provider because area I'm in they r only one who provide broadband so they just increase ur payment and don't even offer any discount for years with them. As soon some other provider comes available I be changing

Hey Laura, The speeds that you get at home will, of course, depend on a variety of factors; it can depend on your package, what devices you have and how many, how those devices are connected, and many other things. We have a download speed guarantee, and this will show the minimum speed that we would expect for all our packages. You can take a look at that here: https://virg.in/speedsexplained If it's just the Wi-Fi and all things are looking good over a wired connection, we have some helpful pages to get the best from your Wi-Fi. We recommend starting here: https://virg.in/wifisos If after going through the self-checks you still need some help, feel free to pop along to our Community Forums where our staff and community members have a wealth of knowledge and experience to help you out: https://virg.in/VMforums You can also call us on 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone. Joe

Absolutely diabolical service from…

Absolutely diabolical service from virgin media. Had technician out for problems with my internet. Technician says my WiFi booster pods don't work very well with the latest hub, they have new ones for that. Cannot get anyone to understand on the phone to virgin what I'm saying. They say I've been misinformed by technician, Even though they have the speed test results he done whilst at my home. Do not go with this company 🤬🤬🤬🤬

Date of experience : 24 April 2024

bad bad customer service

price increased from £38 to £58, decided to migrate to toob at £25. very bad experience with customer services. the first time they restarted my router mid process (after having kept me waiting for one hour) so we lost all progress. second time they kept asking the same questions and "strongly suggest to do some research and reconsider, because we are selling the service". seriously. train your retention agents and 1. teach them courtesy, 2. remind them to read the answers before asking the same questions over and over again

Date of experience : 25 April 2024

Hi Enrico, Thank you for taking the time to leave a review. It's very disappointing to hear about the issues you've had with us and that you've left us. I can assure you this is not the standard of service we aim to provide. We always take on board feedback we receive and will certainly pass this along to the relevant teams. If you'd like to discuss anything further, please give us a call on 150 (free of charge) from a Virgin Media landline, 0345 454 1111 from any other phone. Regards, Daniel

My email was locked in error by VM and it was so distressing to be locked out of just about every account, app and website I use. I have learned a painful lesson about not putting all my emails in one basket. Take note if you’re a tech dinosaur like me. VM executive team and second level tech woman really came through for me though. Praise where praise is due. Thank you 🙏

Date of experience : 23 April 2024

Hi Thank you for taking the time to leave us a review. We're so glad to hear the team were able to resolve your concerns regarding the email. We're sure this level of service will continue, but if you do need our help with anything else, please get in touch using one of the following contact methods. Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone WhatsApp: +44 7305 327 112 Facebook: https://www.facebook.com/virginmedia Twitter: https://twitter.com/virginmedia Forums: https://virg.in/VMforums

Hope nothing ever goes wrong

Good, reliable internet, but if you have any issue, be it technical or relating to your bill - good luck! Customer Service is beyond diabolical. Its so hard to reach someone and when you do, its impossible to hear them over the background noise of the call centre, and they are never able to resolve your issue, they will cut you off randomly, eventually promising to fix your issue, which they never will. After being loyal for nearly 10yrs, I'm done, just done with them. Save yourself some strife and go elsewhere.

Date of experience : 26 April 2024

Hi, Thanks for taking the time to leave us a review. We're very sorry to hear that you feel this way, we're keen to know more so we can help put things right. Please get in touch using one of the following contact methods. Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone WhatsApp: +44 7305 327 112 Facebook: https://www.facebook.com/virginmedia Twitter: https://twitter.com/virginmedia Forums: https://virg.in/VMforums

I swapped to VM in 2022 moving from Sky…

I swapped to VM in 2022 moving from Sky for broadband and TV. I am on a new VM fibre to the home connection. I got a great deal saving me at least £50 per month compared to Sky broadband. Network speed is incredible and the WiFi is fast and has great coverage. I have spoken to VM customer service three times. Once about a fault on TV box and twice re WiFi pods. All times agents very polite, helpful and easy to deal with. Regarding TV box engineer came at time convenient to me and replaced TV box; he was very polite and helpful. Again all good. Regarding the WiFi I was sent a free booster pod each time to increase range on first occasion and to fix a problem with a third party device secure login on the second. All good. I do not use O2 mobile as service has degraded in recent years. I read in Which magazine that VM were the worst for broadband. I find this very difficult to understand. Even the price rise this year is ok based on my starting price.

Hey Mark 👋🏼 I'm glad to hear that the VM service is doing you well! We appreciate you reaching out to us on here for the feed back. 🙂 Should you ever need any assistance in future, you can reach out to us via one of the following methods below: Please get in touch using one of the following contact methods: Call: 150 from a Virgin Media Landline or 03454541111 from any other phone Facebook: https://www.facebook.com/virginmedia/ WhatsApp: +447305 327 112 Twitter: https://twitter.com/virginmedia Forums: virg.in/VMforums And we can help from there. Kind regards, Virgin Media.

Complains are listened to or resolved

Nathan - your response is yet another example of the banal customer service if you complain. "we're keen to know more so we can help put things right. Please get in touch". These contacts don't do anything other than say 'sorry', 'we appreciate your feedback' and then try and sell something else. They don't listen or rectify the situation. I'm way past contacting your inept call centre again or your 'Resolutions' department. They even ignored my data access request. Don't use Virgin.

Very poor customer service

Very poor customer service . I'm a victim of virgin media billing error . I picked a broadband connection in last December 2023 £26.99/ month. However they took £51/- from account in the first bill . Anyway they are taking £36.99 every month now . I contacted them many times but problem not resolved yet.

Can I give a zero star?!!!

The contract was meant to have sport TV as part of package. Never got it so I'm stuck paying forty pounds on broadband. It's a ridiculous high price and with communication being held outside of UK. It's near impossible to get resolved and quite frankly I'm just pushed into a corner to accept the price and lengthy contract. I hope everyone reads this and stays away from virgin media for any single product!!!

Being charged for Paper Bills

Being charged for Paper Bills, although I have never requested them and its clearly stated on my account that I have only signed up for e-bills. I have contacted Virgin Media possibly 20 times, each time they tell me that it has been removed, and every month I am being charged for them. Horrible company, horrible customer service. Unfortunately I have been with them for 4 years and not planning to renew next month.

Disgraceful way to treat customers

I used Virgin media for broadband only. The service itself was fine, but as others have said, after one year the cost was doubled from £25 to £50 a month. Contacting Virgin over the phone to discuss costs is not easy but I eventually did renegotiate a better deal. However, I subsequently decided to switch to EE and when I let Virgin know I was told the penalty for opting out of my renewed contract was £419! Basically almost the full cost of the remainder of my contract term, despite having no service. They refused to negotiate a lower penalty fee. I think this is shocking treatment of customers. Avoid this service at all costs.

Date of experience : 15 April 2024

They have no loyalty

YBeen with vm for years. Disapointed that I see them offering great gifts, Nintendo switch etc, to new customers. Of course like many companies they offer nothing for loyal customers. Look after existing customer and they will be less likely to leave. Then you won't need to spend so much on new customers. This added to a double inflation price increase makes me thinks its bye to vm when contract ends soon, no doubt with another price increase. Shame, speeds are great. Looking at reviews of other providers here so fingers crossed for a good deal.

Hey Stu 👋🏼 Thanks for reaching out to us on here. I'm so sorry to hear you feel this way about the service. 😢 Unfortunately we don't have account access on here so we are limited in how we can assist. Please get in touch using one of the following contact methods: Call: 150 from a Virgin Media Landline or 03454541111 from any other phone Facebook: https://www.facebook.com/virginmedia/ WhatsApp: +447305 327 112 Twitter: https://twitter.com/virginmedia Forums: virg.in/VMforums And we can help from there. Kind regards, Virgin Media.

Awful experience within weeks. Had a problem of intermittent WiFi service. Reported to customer services and asked to be released from contract but days over the 14 day window. The advisor’s attitude on the call was terrible. Complained to the complaint department. The girl who called back was pleasant but made several promises, none of which were seen through. Contacted them again, but heard nothing. Took the package with an introductory offer, no credit. Contacted them about it, not interested. I’ll take it to the regulator so I’m sure I’ll get a resolution eventually but so much needless hassle within such a short time. EDIT You haven’t been keen to help any of the previous times I have called and emails go unanswered.

Hello andy, Thanks for taking the time to leave us a review. We’re very sorry to hear that you feel this way and we’re keen to know more so we can help put things right. Please get in touch using one of the following contact methods; Call: 150 from a Virgin Media Landline or 03454541111 from any other phone Facebook: https://www.facebook.com/virginmedia/ WhatsApp: +447305 327 112 Twitter: https://twitter.com/virginmedia Forums: virg.in/VMforums And we can help from there Thanks.

Reviews speak for themselves

Updated to 2* because they did give me £30 credit due to cancelled appointment. But I was still assured installation would be today and simple. I was also incentivised to stay with them, but against temptation did not. The reviews speak for themselves. This must be among the poorest, most absurd and apathetic companies on earth. Only got worse with the O2 merge. Very charismatic and good salesmen, bit too much like buying a car though. Customer support is very hard to get through, their bot drives me insane. Asks for details to enter, which I have to give afterwards anyway. Funnily enough it was easy to get ahold of them when they wanted my money as an interested customer. Misled with contract and install dates. Against all odds, this morning, the very day virgin were due to install service but postponed it for 2 weeks, Openreach have confirmed FTTP installation for June, so it worked out well. Too risky for me to continue with yourselves, doesn’t feel right.

Hi DJSensation Thank you for taking the time to leave a review. I am sorry to hear that you have had a poor experience with our services. This is very disappointing to hear, and I can assure you that this is not the level of service that we want to provide. We’re keen to know more so we can help put things right. Please get in touch using one of the following contact methods; Call: 150 from a Virgin Media Landline or 03454541111 from any other phone Facebook: https://www.facebook.com/virginmedia/ WhatsApp: +447305 327 112 Twitter: https://twitter.com/virginmedia Forums: virg.in/VMforums And we can help from there Thanks.

I recently phoned Virgin Media

I recently phoned Virgin Media. I experienced the usual endless options to try and get to speak with someone in addition to the long wait times. After experiencing this I just calmly put the phone down completely hassle free and was able to get on with my day with no VM concern to get fixed. It then reminded myself why I left this lot over 10 years ago.

Date of experience : 18 April 2024

Awful Customer Service & Renewal Policies

The broadband itself is fine - when it comes to renewal and having to deal with customer service, that’s where we had issues. We’ve gone from £22.95 per month to £62 per month and the best offer I was given over the phone was £48 per month for broadband ONLY. Yet if I was a new customer I can get broadband for £26 per month on virgin’s website? The lady on the phone said they have no access to online offers so cannot give these out over the phone - What on earth? It’s on your website? Make it make sense! When I declined and said I wanted to cancel at the end of this billing period (3 weeks time) I was told I had to call back to cancel because they only do 'on the day cancellations' you cannot give notice of cancellation. How utterly bizzare, i've never known a company not take advance notice of a cancellation. Awful customer service and bad renewal and cancellation policies.

Hi KL, Thank you so much for your review and I am so sorry to hear you are disappointed by our prices and current offers for existing customers. I can assure you that we do value our long term, existing customers but introductory offers are a common business practice. You would have likely benefited from one of these offers when you signed with us originally. We always try to offer the best possible package we can for our customer and you can contact us on 150/0345 454 1111 to discuss your package with an agent who will do all they can to find a bundle that suits your needs and budget! You can also view our existing customer offers online here: virg.in/existing Thank you, Ash

If I could give no stars or even minus…

If I could give no stars or even minus I would. Have been dealing with O2 shower since September 2023 in trying to sort my father's account who sadly passed away The catalogue of failings and quite frankly lies for a so called team in place to help bereaved dealings beggars belief. In addition due to their complete failure to also address a formal complaint I went to the Communications Ombudsman who upheld my case fully and even after that their "remediation actions" have still not been fulfilled, even through they confirmed via a final response on the 1st April to allow a max of 14 days yet here I am nothing and its now 26th April and they have not responded to chase ups. This compnay just lie to customers...fact. To add even more insult they addressed their so called confirmation of actions completed response to my deceased father. Awful company.

Hi Cathy, Thank you once again for posting a review. We're sorry that you are not happy with a previous response. Trustpilot is a third party review site and, as such, I'm afraid that we have no access to account information, nor are we able to enter into a conversation with you to assist here directly. This is why we post a variety of available contact methods to assist you in getting the help that you need ASAP. Regards Paul.

Unreliable and usual price increases

Unreliable and usual price increases - starts off low to get the customers. This kind of practice should be illegal - customers should pay only what has been agreed during the signup! This is essentially theft but they can get away with it! So poor, won't be renewing or using them in the future.

Hi RF, Thanks for taking the time to leave a review. A customer’s bill will change from April each year in line with the RPI rate announced in the preceding February +3.9%. Customers will not receive a right to cancel as a result of this notification because this increase forms part of their Terms & Conditions with us. This was explained to customers last year when we introduced this contractual price change and we offered them a right to cancel without penalty. Customers who have joined since we introduced this policy were made aware of it when they signed up. If you do have any questions or concerns regarding the services, please get in touch with the team. We have a vast variety of ways to contact us for help and support. I have listed a few below for you: Call: 150 from a Virgin Media Landline or 03454541111 from any other phone. WhatsApp: 07305 327 112 Facebook: https://www.facebook.com/virginmedia/ Twitter: https://twitter.com/virginmedia Forums: virg.in/VMforums We're here to help and would really like to get this issue resolved for you.

I'd give a -5* if I could

I'd give a -5* if I could. If you are thinking of becoming a new customer of theirs, don't do it. Do not commit to a contract with them. Virgin Media agreed to a fixed term contract with us. Yet every month they put the price up higher than the advertised price that was agreed upon. Multiple times we have disputed it with them & now instead of actually fixing their incorrect bill, they add further higher charges instead. The app for watching Sky doesn't work on any of our devices, when other apps work fine. The Virgin Media internet doesn't work on some of our laptops either when they work fine on other networks.

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PRESS RELEASE

17 september 2020, virgin media business launch dedicated business 4g start-up and back-up services plus enhanced homeworking offer.

• Virgin Media Business launch 4G Start-up and 4G Back-up services to get businesses connected quicker and help them stay connected if services are disrupted
• Launch follows enhanced HomeWorks offer which provides security, IT support and next day engineer visits for homeworkers

Virgin Media Business has today launched new business-grade 4G Back-up and Start-up services which will help businesses across the country get online faster and stay connected. 

The 4G Back-up service provides small businesses with an unlimited 4G dongle which can be plugged into their existing router and used to keep them connected in the unlikely event of an interruption to their fixed broadband service. If broadband services are interrupted, the router will automatically switch to 4G, meaning no disruption or inconvenience for customers. The service, which costs just £7 per month and is available on all Voom Fibre business broadband packages, comes with unlimited data so customers can continue working as usual without worrying about their data use, offering businesses complete peace of mind. 

Getting businesses connected quicker

Alongside this, Virgin Media Business has also launched a 4G Start-up service which means eligible businesses can get connected in as little as four days. Virgin Media Business will send customers a new router and 4G dongle which they can use to get connected immediately rather than having to wait for an engineer to finish installing their fibre business broadband. This service is ideal for new customers who want to get online quickly – such as those switching from other providers or moving premises – but who require an engineer to install their services.The 4G Start-up service is available on all Voom business broadband packages and costs £40 for the first month.

Supporting homeworkers

For Virgin Media customers working from home using their home broadband connection, the recently enhanced HomeWorks service allows them to benefit from business-grade service levels. With HomeWorks, customers benefit from next day priority engineer call-outs, security for up to 5 devices with F-Secure SAFE and 24/7 IT support for gadgets with Gadget Rescue. Wi-Fi Boosters can also be used throughout the home to banish WiFi blackspots. HomeWorks costs £9.99 per month but customers can currently get it for £6 per month when taken with any speed upgrade. 

Gregg Pearce, Director of SOHO at Virgin Media , said: “Our new 4G Start-up and Back-up services provides complete reassurance for businesses wanting to get online and stay connected no matter what. We know that providing a reliable and always-on connection is essential and are pleased to be supporting UK small business to rebound with disruption-free connectivity they can depend on.”

← Back to Press Release archive

Notes to Editors

For more information on 4G Start-up and 4G Back-up, please visit: https://www.virginmediabusiness.co.uk/connectivity/internet-access/business-broadband/4G-startup-backup/

About Virgin Media Business

Virgin Media Business provide internet, data and telephone services to more than 50,000 UK businesses. It also partners with the public sector: with local councils and thousands of schools to improve connectivity in communities and support learning, and with the emergency services to enable them to perform their life-saving skills efficiently.

Virgin Media has the largest gigabit-capable network in the UK which currently passes nearly 15 million UK premises. Through its Project Lightning programme, Virgin Media is continuing to expand its ultrafast network to more homes and businesses across the UK. More than 2 million premises have been added to Virgin Media’s gigabit capable network since the project began.

Media contact details

Luke Stallard Virgin Media Business [email protected] 0333 000 2900

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For all press enquries, please contact the Virgin Media PR team.

Email us = [email protected] Call us - +44 (0)333 000 2900

Press Releases

• 27 March 2019 | Virgin Media Business launches mobile data sharing plan
• 28 May 2019 | LGfL and Virgin Media Business expand partnership to transform digital learning for 1.2 million UK schoolchildren
• 29 April 2019 | Virgin Media Business unleashes SMEs with UK's fastest small business broadband

→ View Press Release archive

Hands on: Virgin Media Super Hub 3 review

Is vm’s new router a worthy update.

Early Verdict

If basic broadband duties (i.e. web surfing) are all you require, then the SH3 is likely to fit the bill perfectly. But if the broadband quality/QoS is what you’re looking for, then the SH2ac is still probably the better of the two, at least until the issues with the new router are solved.

Ready for VoIP

Stronger signal compared to previous model

Intuitive backend

Serious performance issues

Lack of USB ports

Massive power supply unit

Why you can trust TechRadar We spend hours testing every product or service we review, so you can be sure you’re buying the best. Find out more about how we test.

Update: This could be the SuperHub 4 , the follow up to the Super Hub 3.

 Existing Virgin Media customers can now get their hands on a brand new router if they want to (new customers get it by default, of course). 

Launched almost a year ago now, the redesigned Hub 3.0 (or Super Hub 3) shares the same vertical form factor as its predecessors but adopts a more industrial, harsher, utilitarian design.

The router (also known as the VMDG505) is available to all new Virgin Media broadband customers for free, as mentioned. Existing customers can upgrade to it for a fee, with the device supporting the company’s maximum download speed of 300Mbps (that’s Virgin Media’s HomeWorks).

However, since this is a DOCSIS 3.0 modem with 24 bonded downstream channels and eight upstream ones, the theoretical download and upload speeds are far, far higher (912Mbps and 216Mbps respectively).

Sadly, the Super Hub 3 is not DOCSIS 3.1 compatible which would have made it the first mainstream broadband router to support multi-gigabit download and upload speeds (up to a theoretical 10Gbps/2Gbps).

Available in black or white, the router looks a bit like a small speaker – thanks to its grilled sides – and blends seamlessly in with any modern décor. Congrats to the design team for coming up with something that looks less like a bland piece of tech and more like a piece of art. 

The front panel hosts the Wi-Fi light, the internet activity light, a phone light, a power LED and the WPS button. In normal operation, one white soft light should remain on unlike the blinking blue lights on the previous one.

Around the back you get two inactive/disabled telephone ports, four Gigabit Ethernet ports, a reset button, the power switch, a port for the power cable and the coaxial cable connector.

Setting up the router is a doddle and doesn’t require any specific skill other than the ability to use the bundled proprietary spanner. 

Virgin Media’s online do-it-yourself guides are as straightforward as can be, and if you run into any issues, an operator can run a diagnostic test remotely and decide whether to send an engineer onsite.

Note that the router comes with stickers featuring your login details so that you can display these around the house; just be careful that these aren’t visible through your windows. There’s also a removable card slotted in the router’s base, along with yet another sticker underneath the device.

Inside is where all the action happens. The modem, which is built by Arris and is known as the TG2492LG-VM (there’s even a mention on the bottom plate), is packed with five antennas but doesn’t have any USB ports.

This means you won’t be able to connect a hard drive or a printer to it directly; a rather major let-down compared to some of the competition on the market.

The two telephone ports pave the way for a potential VoIP service. Currently, the phone connection on Virgin Media is physically separate from the broadband one – merging the two together makes sense and could lead to some serious cost savings and ease problem solving.

There’s support for 802.11ac Wi-Fi with up to three spatial streams on the 5GHz band. Other features include Web Safe, F-Secure SAFE and the usual DHCP and firewall which can be tweaked.

The modem comes with a rather big power supply unit, a far heftier one compared to the previous Super Hub . Both are rated at 65W (20V, 3.25A) and have the same physical connector – while the increase in size won’t bother many, modems are often positioned in cramped spaces which makes massive PSUs a tad unsightly.

For our hands on, the router was connected on a 50Mbps Virgin Media broadband fibre line which means that the modem was never totally maxed out; it didn’t even break a sweat (although it did warm up a bit).

The Super Hub 3 wasn’t used for anything other than bog-standard web browsing. There have been reports about issues encountered by users, especially gamers and anyone whose work can be affected by high latency.

Others have reported problems when the router was put in modem mode and connected to another router. Many said that the Super Hub would just shut down the port used by the external router.

Last December, the root of the issue was identified as the Intel Puma 6 chipset that powers the modem, and the semiconductor giant has confirmed that there will be a firmware update that should, in theory, eliminate excessive lag and packet loss.

Don’t expect that firmware to be released anytime soon, though, as it will have to be validated and extensively tested before it’s rolled out to potentially millions of routers across the country. Note that the latest firmware is 9.1.116V at the time of writing.

(Virgin Media got back to us saying that they are currently working with the Hub 3.0 manufacturer on implementing the relevant fix.)

The backend user interface offers a clean dashboard with all the essential features and three easy to access, quick setup wizards that allow you to configure your Wi-Fi connection, diagnose any glitches on your network, and modify your guest network.

It’s worth noting that the modem status overview includes Telephony which alludes to a future offering that will include out-of-the-box VoIP telephony.

Unlike the previous Superhub, this model shows one SSID that covers both 2.4GHz and 5GHz bands. By default, the modem offers a mixed mode option on the 5GHz band, but you might want to limit it to 802.11ac if you encounter any connectivity issues.

The signal strength on the previous router troughed at -80dBm and -85dBm on 2.4GHz and 5GHz respectively, while that was marginally better for the Super Hub 3 at -76dBm and -85dBm for these two bands.

The test was carried out using Wi-Fi Analyser on the same smartphone in the worst part of the property used for testing (no line of sight, two brick walls, a fridge and staircases in-between).

Early verdict

The brief encounter we had with the modem reasserted the belief that this is a non-essential upgrade to any existing customer already using the Super Hub 2ac.

There is a slight improvement on the signal strength and you might get this new model for free if you haggle with customer service, but the issues identified make it too big a risk for anyone who needs more than bog-standard broadband.

Gamers and enthusiasts will probably be better off downgrading to the Super Hub 2ac and using it as a modem with a top-of-the-range router.

• We’ve rounded up the best business broadband deals out there

Désiré has been musing and writing about technology during a career spanning four decades. He dabbled in website builders and web hosting when DHTML and frames were in vogue and started narrating about the impact of technology on society just before the start of the Y2K hysteria at the turn of the last millennium.

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Virgin Media broadband review: Is it any good?

Dan Howdle | April 19th, 2024

Our verdict: Good

We've rated Virgin Media broadband four out of five stars for its fast speeds, availability, and flexible package options. Why not five out of five? Well, we'll get into that further down, but primarily it's because it's no longer the fastest provider (unless you count its new Gig2 package which is only availably to a tiny percentage of households), and it's taken a dip in the most recent customer service data from Ofcom.

Unless you’re lucky enough to be able to get Full Fibre from EE Broadband (1.6Gbps, available to only around one in three households), or have a local alt-net digging a trench outside your door, you simply cannot beat Virgin Media broadband for speed. That makes it one of the best choices for gamers, very busy households and streaming enthusiasts.

Added to that, Virgin Media broadband can be bundled together with a collection of excellent TV subscription options, you can choose whether you want a landline or not, and if you want to go the whole hog you can even throw in your mobile deal with O2, which has merged with Virgin Media to create Virgin Media O2.

Perhaps the biggest real drawback to Virgin Media’s offering is that not everyone can get it – it's available to around three in every five households. However, Virgin Media broadband still comes highly recommended. It's our provider of choice here at Cable.co.uk towers. And don't forget, it's constantly expanding its network, so if you can't get it yet, you may well find Virgin Media broadband is available on your street in the near future.

Key features

Here’s a quick look at what you can expect to find in a Virgin Media broadband deal.

Compare Virgin broadband Call Virgin 0333 210 1126

Is Virgin Media broadband any good?

Virgin Media broadband is the top choice for those seeking speed, but are not living somewhere Full Fibre (from Openreach) is available. It's great for gamers, streaming enthusiasts, and busy households. Overall, Virgin Media broadband is highly recommended for those fortunate enough to have access to it and holds the potential for wider coverage in the near future.

Virgin Media provides the second-fastest widely available broadband in the UK. It's become a bit complex of late in that it's no longer the fastest (EE Broadband no offers 1.6Gbps), but then it is more widely available than Full Fibre on Openreach (which EE Broadband operates on). So there's an argument there to be made as to whether EE's top speed qualifies as 'widely available'.

Likewise, Virgin Media has just recently launched its 'Gig2' service, which offers 2Gbps as well as symmetrical upload speeds for an extra monthly cost. The reason why we can't call Virgin Media the 'fastest widely available broadband provider' anymore on that basis is that Gig2 uses a completely different network technology than the one forming the existing Virgin Media network, and as such is only available to a handful of households across the UK. And that's unlikely to change in the very near future.

Reasons to buy

• Ultrafast, widely available
• More reliable than 'superfast' fibre
• You don't need a phone line
• Flexible bundling options
• Frequent new customer incentives

Reasons to avoid

• Can be pricey outside of sale time
• Not available everywhere
• Harsh cancellation fee policy
• Customer service has taken a tumble

Availability

Virgin Media is the market leader in the UK when it comes to broadband speeds, with average downloads of 1130Mbps from its range-topping Gig1 package. In fact, because it operates its own entirely independent network it's able to offer the most widely available gigabit-speed broadband in the country. Comparable speed broadband from the likes of BT (along with the other Openreach providers) has to be delivered using the Openreach FTTP network (that's 'Fibre-To-The-Premises' broadband, which does away with telephone lines entirely), and can't quite compete.

At present, only about one in four households can get full fibre via Openreach (BT, Sky etc.). Estimates differ, but it's probably still not much more than half of Virgin Media's coverage, although it is expanding rapidly. Check out our guide for more about ultrafast FTTP broadband. So Virgin really is very well positioned when it comes to offering higher speed broadband than competitors.

Being an option for around 55% to 60% of UK households (depending on whose figures you believe), Virgin Media Broadband is still not as widely available as services that operate on the old Openreach FTTC network (that's the previous generation 'Fibre-To-The-Cabinet' broadband, where copper telephone lines are still used to deliver the last leg to your home). So you may still find it’s not yet offered in your area. It’s also worth bearing in mind that should you move to a new area that's not covered by Virgin Media and have to cancel your service mid-contract, you might still be charged early termination fees – a harsh policy not shared by many of Virgin Media's competitors.

Speak to the experts at Virgin Media about switching. Call now on 0333 210 1126.

Insane speeds not everyone wants or needs

That's one additional (and crucial) detail: While Virgin's previous top speed (Gig1 at 1130Mbps) is available to all of its customers, the new Gig2 package is available to almost none. If you're somewhere you can get Virgin Media, you will be able to get every speed up to Gig1, but it's very unlikely you'll be able to get Gig2. Virgin Media even has plans to bring 10Gbps 'symmetrical' broadband to market by the decade's end ('symmetrical' meaning uploads are as fast as downloads). However, that will be on its new 'XGS-PON' network that it's currently using to bring Gig2 to a small number of households. As a whole new network, we can expect rollout to take some years.

Reliability

Virgin Media has always been very reliable, and has one of the best service alert systems of any provider. If there's a problem where you live, Virgin Media is always aware of it before you are and they're about fixing it immediately, updating you on the progress.

Value for money

With all that said though, whether it’s right for you will come down to whether you need or want all that amazing speed. And of course whether you can actually get it where you live. Also, don't forget Virgin Media is considered a premium brand, so it's not really available at the rock bottom prices you might see from other providers. However, it is a provider where the more you add to your package the more money you save. Some of its top-end broadband and TV packages such as Mega Volt, for example, while expensive in and of themselves, are world-beating value when you take account of what you actually get. .

• 132Mb average speed +
• Unlimited usage +
• No phone line
• 1.1Gb average speed +
• 264Mb average speed +

Virgin Media broadband customer ratings

We interviewed 6,000 household broadband decision makers. This is how Virgin Media broadband customers rated their service:

View the full survey

Broadband speeds

Regardless of the recent expansion of the Openreach Full Fibre network, Virgin Media is still winning relative to the top speeds offered to most of the country by the likes of BT and Sky. And even Virgin Media’s slowest broadband, the M50 package (54Mbps) is faster than many ‘superfast fibre' deals from other UK providers.

Any Virgin Media broadband deal of 125Mbps or so would adequately serve a household streaming movies, gaming, or doing some good old-fashioned surfing – in moderation. That said, if you're a really intensive-use household we'd definitely recommend you consider their higher speed packages. If cost isn't a huge issue, then it's better to have too much than too little.

A big selling point with Virgin Media is that you’re more likely to get the actual speed you’re paying for than with FTTC packages (the 35 and 63-ish Mbps packages). Virgin Media connections were just 1% slower than their stated maximum speeds, and there's been a notable reduction in network hitches and congestion in the last couple of years. While we can't really offer a detailed comparison here, that's definitely better than most people can expect to see from a more standard FTTC broadband connection, although Full Fibre does trump Virgin's cable solution in areas like latency.

Upload speeds

Relative to its lightning-fast download speeds, Virgin’s upload speeds are somewhat slower. Unlike some alt-net providers, they've not achieved 'symmetry' quite yet. The average upload speed on Virgin Media’s M125 (with an average download speed of 132Mbps) is just 20Mbps, and 25Mbps on the M250 package. Expect uploads averaging 52Mbps from the M500 package, and double that with the range-topping Gig1. Still, all of those are faster than the download speeds many people have to put up with. The new Gig2 package that almost no one can get offers symmetrical upload speeds for an additional monthly cost.

As a comparison, Plusnet’s entry-level FTTC fibre deal has upload speeds averaging at 9Mbps, while you can get 19Mbps upload speeds on its top-end fibre package, which comes with an average download speed of 66Mbps. Other providers operating on the Openreach network (that's almost everyone else), offer similar upload speeds. For those who can get them, providers using Openreach's newer Full Fibre network enjoy the best upload speeds of all with TalkTalk's 500Mbps full fibre service delivering the highest median upload speed (73Mbps) in Ofcom's recent report.

Do upload speeds matter? With most tasks, not so much. Waiting for photos to upload or big emails to send can be pretty frustrating however, so it all comes down to what you do with your connection most of the time. But if you're a big live gamer, then you'll definitely be looking for the biggest numbers you can find. It's also very helpful for video calls and conferencing, so if you work from home it can be a big plus.

Each broadband provider in the UK tends to have its own way of drawing in new customers. In Virgin Media’s case, it's not usually the sort of cashback or voucher deals you often see with BT, Sky and TalkTalk. Instead, Virgin usually tempts new recruits with a bill credit, meaning your first few bills are waived or reduced. That's often the case for it's broadband only packages. They do occasionally offer limited-time 'flash-sales' where big savings can be made, so watch out for them too. If you're lucky they'll include a free gift too – full-size TVs aren't unheard of.

It’s a good idea, then, if you see a Virgin broadband deal you like, to go for it without hesitation. The price may not be the same if you wait. In particular, we'd recommend watching out for the periods where they waive their otherwise quite hefty £35 set-up charge. See our latest Virgin broadband deals for the best offers available today.

Compare Virgin broadband

Customer service

It should be noted that our survey is a couple of years old now, and that Ofcom's more recent assessment of Virgin Media's customer service performance isn't all unicorns and rainbows. While a very high percentage (compared to other providers) say they're satisfied according to Ofcom's latest report (May 2023) , Virgin Media had the highest percentage of customers with a reason to complain, and the lowest (joint with TalkTalk) percentage of complainers satisfied with the outcome. It's worth remembering that the vast majority of customers are happy, but Virgin Media definitely needs to improve here. The new Ofcom report is out next month, so we will soon see if it has.

Router and installation

In our opinion Virgin Media’s routers are pretty impressive. All broadband customers get the same router, the WiFi Hub 3, with the exception of Gig1 Fibre Broadband customers who will receive the WiFi Hub 5, which is being rolled out in some areas but not others at the time of writing. Customers wishing to upgrade to Gig1 will be issued with a new Hub 5 router free of charge. Gig2 has another router still: The Hub 5x, but as previously alluded to, almost no one can get Gig2 as things stand.

Both the Hub 3 and theHub 5 give superfast wifi speeds that should stay fast across loads of devices. They also have a fantastic range, so they're ideal for larger homes or perhaps working out in the garden in fine weather. You can also stay safe online with the included security tech: Web Safe, F-Secure SAFE and parental controls. As a new customer, you'll be able to take advatage of a free, three month trial of their Virgin Media Internet Security services.

How Virgin Media's routers compare

Read our full guide to Virgin Media routers .

Installation

Recently, Virgin Media have been waiving their usual £35 setup fee, but bear in mind that's not certain to remain the case. However, there's no such generosity when it comes to their no-contract 30-day broadband – and it has been known to be even higher.

If you’re switching from BT or another network that uses Openreach (again, that's pretty much all of the national providers) you’ll need to cease that connection and have Virgin Media install a line at your property – you can’t just switch it over.

Virgin’s QuickStart should be available if your home has been connected to the Virgin network in the past three years. With QuickStart you install your equipment yourself. Take a look at our guide for more information on switching broadband providers .

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• Virgin Media review — is Virgin broadband any good?

Virgin Media broadband review

Virgin Media is one of the biggest broadband and TV providers in the UK, with a reputation for providing some of the fastest home internet speeds available.

But is it as fast and reliable as the adverts claim? We’ve put its service to the test, looking at everything from network coverage and outages to customer service and value for money.

If you’re considering Virgin Media for your next broadband provider, our review will help you decide if the provider is right for you and your household.

Virgin Media broadband customer ratings

Note: these are weighted average scores from a 1-5 rating

To view customer scores for all of the major UK providers, visit our Uswitch Broadband Customer Survey page .

The 2023 Uswitch Broadband Customer Satisfaction survey asked broadband customers to rate their broadband provider’s service in a range of different areas.

Virgin Media’s customer satisfaction results showed a great reputation for internet speed, but a lower score for its value for money and landline services in particular. This has largely been in line with our experience with Virgin Media’s connection, too.

Learn about Virgin Media’s service in more detail with our in-depth review and find out whether our reviewer had a similar experience with the provider.

Pros and cons of Virgin Media

Very fast internet speeds

Great TV and mobile bundle options

Better ultrafast coverage than most providers

Quick and easy setup with QuickStart kit

More prone to outages than other providers

Only 50% coverage of UK properties

Poor customer scores for landline services

About Virgin Media

Virgin Media makes up one-half of Virgin Media O2, which is one of the largest telecom companies in the UK.

It operates on its own cable network, including for its TV service, rather than relying on Openreach for its connections (like most providers do). This gives it some benefits in terms of internet speed because it uses much faster cables than the older, copper-based network that Openreach relies on.

But as a result, it’s not as widely available across the country, and its connection lacks the consistency that Openreach has built up over the decades.

Virgin Media M250 broadband-only

For this review, we tested out Virgin Media’s M250 broadband-only package. But we’ve also explored the other speeds and services on offer from the provider, and how they compare to other providers’ additional options.

I live in a two-bedroom flat in a household of three young professionals, who regularly work from home, join video calls, stream TV and play competitive games online. And the 264Mbps internet speed we get from this package is fast enough for everything we do online and then some. However, intermittent outages on Virgin Media’s network have meant we get some frustrating moments without an internet connection.

Despite this, for the £29 per month price point that we purchased this deal at, this service has largely satisfied the demands we had.

Browse our best deals from Virgin Media

Choose from a range of internet speeds depending on what you need.

Network coverage

As we mentioned earlier in this piece, Virgin Media’s network is separate from all other telecom providers in the UK.

This means it doesn’t use the nationwide Openreach cables that many other providers rely on for broadband. At 97% UK coverage, the Openreach network is nationwide, whereas Virgin Media’s is only around 56%.

So you should first make sure it’s actually available at your property because you won’t be able to purchase a Virgin Media deal if its network isn’t in your area.

As of the end of 2021, Virgin Media had upgraded its entire network to gigabit (1Gbps) speeds. This speed is so fast that most people don’t need it right now. But it’s a move from Virgin Media to future-proof its network for a time in the future when more households have that kind of demand for internet.

Learn more about the different types of broadband on offer in the UK.

Broadband speed

Virgin Media is famous for its fast internet speeds. For years, it has offered ultrafast broadband to more properties than any other provider in the UK.

Ultrafast is an internet speed between 100 and 900Mbps, achievable only on certain networks. Openreach’s superfast network, which is available to 97% of the country, can only supply speeds of up to about 70Mbps.

As for the M250 broadband package we’re subscribed to, the 264Mbps speed is nowhere near the fastest on offer from Virgin. But it’s still more than enough for our needs as a household.

I regularly stream TV in 4K quality, often while my flatmates are doing the same on their own devices, or gaming online with their friends. We also work from home at the same time. And while that doesn’t require as much bandwidth as 4K streaming, it does mean we can all download and share files super quickly and join video meetings simultaneously without any speed-related issues.

Given our usage, a superfast speed of 70Mbps or under might not be sufficient for us when we’re all using the internet at the same time. Thankfully, Virgin Media is the only provider in our area that can supply speeds above this amount, which means we can use the internet whenever and however we want.

This doesn’t mean we always have a smooth experience with our connection, though. As I will explain in the next section, our connection is prone to more outages than we’ve experienced with other providers. So while the ultrafast speeds are certainly enjoyable, the trade-off appears to be a less stable connection.

Virgin Media speed options

Virgin Media has a range of broadband deals set at many different internet speeds. Here’s a quick list of all the speeds it provides on its network:

Virgin Media M125: 132Mbps download, 20Mbps upload

Virgin Media M250: 264Mbps download, 25Mbps upload

Virgin Media M350: 362Mbps download, 36Mbps upload

Virgin Media M500: 516Mbps download, 36Mbps upload

Virgin Media Gig1: 1130Mbps (1.13Gbps) download, 52Mbps upload

Note: all speeds are ‘average’ speeds, which is the internet speed available to 50% of customers during hours of peak internet traffic.

Take a speed test

Run a broadband speed test to find out what speed you're currently getting, and what else could be available to you.

Our Virgin Media broadband deals

Here's a quick view of some of our latest Virgin Media deals on Uswitch.

Virgin Media M125 Ultrafast Fibre broadband only

monthly cost will rise every April by inflation (RPI) plus 3.9%

Virgin Media M250 Ultrafast Fibre broadband only

Virgin media m500 ultrafast fibre broadband + phone, reliability of internet connection.

Virgin Media does seem to experience more connection issues and broadband outages than other providers.

I’ve experienced this personally since joining the provider, having to deal with lots more outages than I used to with providers on the Openreach network. But it’s also evident in our customer survey, where Virgin Media scored lowest out of the biggest broadband providers for the reliability of its internet connection.

The biggest problems it has are usually specific to certain neighbourhoods, rather than the entire network as a whole. So, unless you’re particularly unlucky, you should enjoy a fairly smooth experience with Virgin.

Unfortunately, our household seems to be in an area that suffers from intermittent outages. For the last few months, our broadband completely cuts out at various points throughout the day and night, sometimes for up to half an hour. It interrupts our meetings while working from home and means that we have to tether to our smartphones if we want to continue streaming a show.

The issue took engineers two months to initially fix, but we still experience occasional (though less frequent) issues. But we received bill credit for those two months as a result.

If you’re experiencing a sluggish or inconsistent broadband connection, it’s important to make sure that your home setup is as good as it can be before assuming it’s a network issue.

This includes making sure your router is in a central and open location in your home and is at least a metre away from other electronic or metal objects.

Learn more about what you should do when your broadband cuts out.

If your internet is working but the speed seems much slower than it should be, take a look at our guide:

Customer service

Virgin Media’s customer service has largely been helpful and transparent during my time with the provider. But its website troubleshooting needs some work.

When we first started to have connection issues, we relied on Virgin Media’s Service Status tool. Frustratingly, it would initially tell us that there were no known connection issues in the area, and we only saw some acknowledgement of the issue if we then clicked ‘Still having issues?’ and tested the connection further.

We then received a message saying that Virgin Media was aware of the issues in our area and that engineers were on the case to fix them. However, that’s all we were given whenever we tried to report issues online.

However, we received a lot more support when we (eventually) got to speak to Virgin Media’s customer service team.

I initially had some trouble proving who I was on the phone, because the automated message was asking me to provide a ‘password’, and my attempts to put in my normal Virgin Media password were unsuccessful. It turned out that it was actually asking for my ‘memorable word’ which was a completely different answer. Virgin should probably update the wording here to make it clearer which word they require.

And things then became even more frustrating when I was suddenly hung up on while I was on hold.

But once I finally used the right memorable word and reached a real person, our Virgin Media representative was very receptive to our situation. Within minutes, she provided an update on our specific connection issue, gave us the date the fix was planned for and even offered us two months’ bill credit.

Less than two hours after the call, we received an email saying the credit had been added to our account, and we could see it in the ‘bills’ section of Virgin Media’s app not long after.

If you have problems with your Virgin Media connection, you might have more success than we did by trying to find an answer online. But so far, we’ve only ever reached a swift resolution by calling. Trying to resolve issues or seek answers on its website often doesn’t get us the response we need.

How to contact your broadband provider.

Uswitch broadband provider reviews

Read our expert reviews of all of the UK's biggest broadband providers.

Bundles and additional services

Virgin Media offers all four of the main telecom services — broadband, TV, home phone and mobile subscriptions with O2.

Because it operates on its own network, all of Virgin’s telecom services (except for mobile) are supplied through its cable connection. This means the only way to get cable TV in the UK is through Virgin Media.

Virgin recently gave its TV offering a complete overhaul with the Virgin TV 360 set-top box. It’s very similar to the top-flight experience offered by Sky Q, the country’s most popular TV service. Similar to Sky Q, you get:

A smart remote with voice search and Bluetooth connectivity

User profiles for each member of your household to personalise their experience

4K UHD picture quality on compatible channels and shows

Multi-room streaming of different TV channels

Access to the Virgin TV Go app to stream channels on your mobile devices

Virgin Media no longer offers its TV services without a broadband connection, so you won’t be able to enjoy TV-only with the provider. You’ll have to choose a Virgin Media broadband deal, too.

It offers a range of TV packages at different prices, depending on how many channels and streaming services you want access to:

Access to over 100 entertainment channels and a 108Mbps broadband connection.

Bigger Bundle

Access to 190 TV channels, including TNT Sports, and a 108Mbps broadband connection.

Ultimate Oomph bundle

Access to over 230 channels, TNT Sports, and an ultrafast 516Mbps broadband connection.

Ultimate Volt bundle

Over 230 channels, TNT Sports, Sky HD channels, standard Netflix subscription, anytime calls, O2 SIM and a 1130Mbps gigabit broadband connection.

Take a look at our guide to find out what channels are on Virgin Media TV .

Broadband and TV deals

Take a look at the latest TV and broadband packages on Uswitch.

Virgin also offers landline services with its broadband packages, which work in much the same way as a normal landline service on the Openreach copper phone lines.

There are five different broadband and home phone packages to choose from with Virgin Media. And they allow for different needs a customer may have, whether that’s evening and weekend calls, anytime calls or international calls.

Mobile services and Volt

Volt is the largest bundle package on offer from Virgin Media O2. Not only does it incorporate all four telecom services into a single, monthly payment, but it adds a whole host of other benefits, too. Depending on which Volt package you choose, this could include:

Ultrafast or gigabit-speed broadband

TNT Sports, Sky HD channels and Netflix subscription 

Double data allowance on a 5G O2 Pay Monthly plan

A whole-home Virgin Media Wi-Fi guarantee to ensure you get a strong internet connection in every room of the house

Discounts on selected gadgets with an O2 Custom plan

Virgin Media customers were generally quite satisfied with their TV, home phone and mobile phone deals . Volt products are still quite new and they tend to be quite pricey. But once bundles like this become more cost-effective for customers, we might see these services improve in our future survey scores.

Installation, setup and equipment

If you already have a Virgin Media socket installed at your property, the setup of a new connection is extremely quick and simple.

When we signed up for our M250 deal, our QuickStart kit was sent on time, with clear instructions and with minimal equipment. Just the router, a power cable and a Virgin Media cable. The rest of the setup was done on a smartphone.

It took less than half an hour from opening the box to get connected to the internet. And, while we didn’t opt for a landline, Virgin Media has said that this only takes up to five minutes to set up, while its TV box takes 15 minutes.

If Virgin Media is available in your area but you don’t have a socket yet, you will need an engineer to install it. When signing up, you can choose a day that suits you for the engineer to visit your property. You should receive a welcome pack a couple of days before that date.

It should take the engineer between 30 minutes and two hours to set up your connection. But it’s good to organise your installation date in advance, so you can organise the end of your current tariff with the beginning of your Virgin one.

That way, you can stay connected to the internet at home throughout the switching period.

Virgin Media Hub 5 router review

The latest router supplied as part of a Virgin Media package is the Hub 5. While we’ve had connection issues caused by Virgin Media’s network, our Hub 5 router has worked seamlessly since we turned it on.

We’d ideally like to put our router somewhere more central in our flat to maximise its signal, but the router needs to be connected to the Virgin Media socket in the corner of our home, and the cable provided is only a few feet long. 

However, since our household is just a two-bed flat, we’re not really affected by the Wi-Fi coverage challenges that some larger homes may experience.

Virgin Media Wi-Fi guarantee

If you’re concerned that a single router isn’t enough to get a strong internet connection in every room of your home, you might be interested in Virgin Media’s new Wi-Fi guarantee. 

For an additional £8 per month, the provider will supply up to three Wi-Fi boosters to ensure you get at least 20Mbps internet speed throughout your entire home. That’s the fastest minimum speed guarantee of any broadband provider in the UK. So you can wave goodbye to Wi-Fi dead zones in the upper reaches of your house.

If you still can’t enjoy a strong connection in every room, Virgin Media will give you £100 bill credit.

Learn more about Virgin Media’s new Wi-Fi guarantee with our explainer.

Our best broadband deals

Search on Uswitch to find the right broadband package for you.

Virgin Media is a little pricier than some other broadband providers, but this is often due to its high speeds and premium bundle services. However, as the deal we chose is broadband-only, we were able to save money by not selecting services we wouldn’t use, such as home phone or cable TV.

At £29 per month for a 200Mbps connection, we’re very satisfied with the price of our tariff. 

It’s not the cheapest ever 200Mbps deal — smaller full fibre providers, like Hyperoptic and Community Fibre, have some cheaper offers for these speeds. But, considering most providers charge at least £30 per month for this speed and some even charge a similar price for speeds that are three times slower, £29 per month is perfectly reasonable for us.

Virgin Media social tariff

If you’re receiving Universal Credit or another type of financial support, you could qualify for a broadband social tariff.

Virgin Media’s social tariff isn’t very good value, costing £15 per month for quite a slow 15Mbps connection. By comparison, BT and Hyperoptic charge the same monthly price for 36Mbps and 50Mbps deals, respectively. So you could get a lot more for your money if those providers are available to you.

You can compare low-income broadband deals from all major providers with our guide: Broadband social tariffs for low-income households.

How to save money on your broadband

Find out more ways you can save money on your broadband bill.

Virgin Media price rises

Unfortunately, Virgin Media has started to increase its customers' prices by a set amount each year, even if you're mid-contract. They're tied to the Retail Price Index (RPI) figure announced every February, and they come into effect every April.

This year's RPI figure was 4.9%, but because Virgin adds its own 3.9% increase on top, my price increase this year is 8.8%. It's less than last year's huge 13.8%, but still not nice to receive given that I signed up for a particular monthly price when I joined.

Given that these price increases are included in Virgin Media's terms and conditions, I'm not able to leave my contract early for free either. But despite the hefty increase, I'm not sure I would because I enjoy the speed benefits I get from being an O2 customer.

Learn more about mid-contract price increases for broadband tariffs.

Should you choose Virgin Media?

Virgin Media is a very good option for any household that uses the internet a lot. It’s great for people who:

Live with more than three people

Enjoy streaming TV shows and films in 4K

Regularly work from home

Play online games 

Need to download or share high-quality files quickly and efficiently

And if you want access to the biggest TV shows, sports fixtures and movies, Virgin’s TV offering is extensive and easily bundled with its other services.

However, if you live in a smaller household and you only really use the internet to scroll on social media or stream the odd show, Virgin’s offerings are maybe more than you need. You could pay a lot less for a much simpler package that delivers everything you need from your broadband deal.

Plus, a broadband connection on the Openreach network might be a bit more reliable and consistent than Virgin Media’s network. So you might have a smoother experience with providers that use Openreach, such as BT, Sky, Plusnet, TalkTalk or NOW Broadband.

But if you’re a heavy broadband user, you might find yourself limited by the speeds those providers can offer. So if you can access Virgin Media’s network, you’ll certainly be a lot more at ease on one of its ultrafast packages.

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