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Some of the fastest speeds around
Mixed customer service
Virgin Media broadband review
Our review of Virgin Media’s broadband deals sets out its connection speeds, typical packages, and pros and cons.
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With download speeds topping 1Gbps in some areas, it’s one of the fastest around. Here’s what else you need to know.
What packages does Virgin Media offer?
Check the table below to see Virgin Media’s current broadband offers.
1 - 5 of 5
*Average speeds are based on speed available to at least 50% of customers at peak time (8-10pm). Speeds vary according to factors like location, and the speed you receive may differ from the figure in our comparison. Most providers will give a customised estimate based on your address.
What kinds of speeds can Virgin Media offer?
While Virgin Media heavily markets bundles including both TV packages and broadband, it’s possible to get broadband as a standalone package. Virgin Media’s most basic connection is its M100 product, which offers average speeds clocking in at a whopping 109Mbps.
It only goes up from there, with its other full fibre packages promising speeds of up to 200Mbps, 350Mbps and 500Mbps respectively. Small pockets of the country can also get access to Virgin Media’s Gig1 fibre offering, which as the name suggests, offers speeds of up to 1Gbps.
Do I need a landline to get Virgin Media broadband?
As Virgin Media doesn’t rely on households having a BT connection to connect them, its customers don’t need an existing landline to be able to get a Virgin Media broadband package. If you live in an area serviced by Virgin Media and your home has never used Virgin Media before, the firm will need to send an engineer to install a new line.
How can Virgin Media customers manage their account?
| Smartphone app | |
|---|---|
| Live chat support | |
| Telephone support | |
| Email support |
Can I claim compensation from Virgin Media if things go wrong?
Virgin Media is a member of Ofcom’s Automatic Compensation Scheme. This means that if certain things go wrong with the service you receive from the company, you’ll be entitled to a certain amount of money.
| Problem | You're eligible to claim if... | Amount of compensation |
|---|---|---|
| Delayed repair following loss of service | The service has stopped working and it's not fully fixed after 2 full working days | £8.06 for each calendar day that the service isn't repaired |
| Missed engineer appointments | An engineer fails to arrive for a scheduled appointment, or it's cancelled with less than 24 hours’ notice | £25.18 per missed appointment |
| Delays with the start of a new service | The provider promises to start a new service on a particular date, but fails to do so | £5.04 for each calendar day of delay, including the missed start date |
Virgin Media customer reviews
Virgin Media has a mixed reputation when it comes to the quality of its customer service. The industry watchdog Ofcom found in its most recent annual customer satisfaction survey that a healthy 80% of customers are satisfied overall by the service that they receive, which is in line with the industry average last year.
But the same report found that almost 30% of customers had a reason to complain last year, which is a few points above the 26% average for all large broadband providers over that period. And when customers had complaints about Virgin Media’s service, Ofcom found that only 48% of people felt their problem was dealt with well, which was slightly below the 52% average among the large firms last year.
Customer reviews elsewhere are poor. Just over 70% of 31,000 reviews on the website Trustpilot gave Virgin Media a “Bad” rating, but these reviews cover the experiences of Virgin Media customers across TV, broadband and mobile. Just 7% of reviewers on the same site said their experience with the firm was “Excellent”, while another 5% described the service as “Great” (last updated: June 2021).
Virgin Media pros and cons
Pros
- Flexible plans. Virgin has a range of plans for customers looking to combine broadband with TV and mobile.
- Some of the fastest speeds around. Virgin Media has invested in its own full fibre network, keeping it at the head of the pack when it comes to offering super-fast download speeds.
Cons
- Mixed customer service. Virgin Media’s reputation for customer service is mixed, with around 30% of customers having a reason to complain last year.
- Less coverage. Virgin Media doesn’t operate in as may parts of the UK as its rivals, mainly because it maintains a separate, smaller network.
Our verdict: Is Virgin Media broadband any good?
Virgin Media has crafted its broadband packages to fit as a bundle with its other services, so you may get better value by grabbing a broadband plan as part of a wider bundle with TV and even mobile.
Customer satisfaction overall is decent, but there are many customers who had reason to complain last year. The key selling point for Virgin Media is that it’s pretty competitive for higher speeds, so if you truly need upwards of 300Mbps and it’s available in your area, it’s certainly worth looking into.
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