Frequently asked questions
Virgin Media has put speed at the very heart of its marketing campaigns. Virgin’s broadband packages, the fastest of which is 200Mb, mean you can download huge videogames in minutes, stream movies and TV in ultra high definition (UHD) and keep a family’s worth of phones, games consoles, tablets and laptops connected to the internet over wi-fi.
How do I switch to a deal from Virgin Media?
Check that it’s available in your area
Virgin Media services aren’t as widely available as those of some other providers, so use our Virgin Media availability tool to make sure your area is covered before pinning your hopes on it.
If you find that you can’t get Virgin Media, try our broadband availability checker. This will provide you with a list of the alternative options that are available where you live.
Tell your existing provider that you’re leaving
To avoid having your existing broadband deal renew automatically at the end of your minimum term, let your current provider know you’re switching.
A notice period of 30 days is advisable and if you’re still under contract, you’ll have to settle any outstanding payments and perhaps pay a termination fee. Call your provider to discuss any potential charges if you’re unsure.
Choose a new package that suits you
There are a number of ways of getting Virgin Media broadband, whether it’s on its own, with a phone line, or as part of a Virgin TV bundle. You’ll find everything you need to know about these packages in the above sections, along with some impartial advice to help you make an informed decision.
When you order your package, Virgin will arrange an installation date with you – usually within ten days of sign-up – and after that, you’ll be up and running.
What if I can't get Virgin Media broadband?
If you can’t Virgin Media, still put your postcode into the checker. We’ll show you the best packages available where you live – there just won’t be any Virgin Media packages on the list.
What is a Virgin Vivid broadband deal?
Vivid refers the two fastest broadband packages available from Virgin Media. Virgin Media boosted the speed of its three fibre broadband packages, and gave the fastest two the ‘Vivid’ moniker. Virgin Vivid can be bought as a standalone fibre broadband package, or as part of a broadband, TV and phone bundle.
If I sign up today will I receive faster Vivid broadband?
Yes. These packages are available to buy today and new customers will receive the faster Vivid speed instantly.
I’m already a customer, will I get the Vivid broadband speed boost?
Yes. Virgin is increasing the speed of all its customers’ broadband, and will complete the rollout by July 2016. There’s no need to re-sign your contract and there’s nothing extra to pay. In fact, you don’t really need to do anything, you’ll be contacted by Virgin about the speed increase.
How fast is Virgin Media’s Vivid broadband?
Really fast. It’s the fastest widely available broadband speed in the UK. Here’s a run down of what they were and what they are now. Remember, new customers will receive the faster speed straight off the bat.
- Virgin Media’s 50Mb is now SuperFibre 50Mb
- Virgin Media’s 100Mb is still 100Mb Vivid broadband
- Virgin Media’s 152Mb is now 200Mb Vivid broadband
What router will I get with a broadband deal from Virgin Media?
Virgin Media includes the Super Hub router with all of its broadband packages. The Super Hub is a cable modem and wireless router rolled into one, which reduces the number of cables required. The inclusion of four Ethernet ports and dual-band wireless technology means you can connect more than 20 devices at once.
Do I need a landline for Virgin Media broadband?
Not with a broadband-only package. Virgin Media is the only major UK provider that supplies broadband plans without the need for an existing landline – that means there’s no need to pay line rental. However, if you take a Virgin Media phone line with your broadband, you will need to pay line rental and this is currently charged at £19 per month or £164 for 12 months.
How can I save money on Virgin Media broadband?
Choose a broadband-only package
A broadband-only service from Virgin Media is available on a 12-month contract from £32.25 per month and there’s no need to pay line rental on top of this. However, if you choose Virgin’s 70Mbps package, you’ll have to pay an upfront cost for installation. You can compare all of Virgin Media’s packages on our dedicated comparison page.
Pay for line rental up front
If you’re taking Virgin phone and broadband together you’ll have to pay a line rental fee. This is charged at £19 per month, but Virgin also offers the opportunity to pay for a year’s line rental upfront. By paying for 12 months in a single payment of £164, you’ll save almost £39.88 on the deal overall.
Downgrade to a cheaper package
Virgin Media’s 152Mbps fibre broadband has its appeals, but it’s also one of the most expensive options out there. Downgrading might save you money. If you’d like to test how fast you broadband is, check out our speed test tool.
How good is Virgin Media’s customer service?
In the latest customer service satisfaction report from Ofcom, Virgin Media beat Sky, BT and TalkTalk with its overall satisfaction score of 76%. This was significantly higher than the sector average of 69% and an improvement on its own score for the preceding year. Ofcom noted that customer satisfaction with Virgin Media advisers was significantly above average.
Are there Virgin Media broadband deals for existing customers?
If you’re already a Virgin Media customer many of the introductory offers may not be available to you. There are occasions where deals crop up solely for existing customers though, so don’t be disheartened.
You can still upgrade your package. But if you joined Virgin Media after 24th November 2015 on 52Mbps or below, 100Mbps or 152Mbps, you'll be able to upgrade to a download speed of 70Mbps, 150Mbps or 200Mbps. If you joined Virgin Media after 24th November 2015 on SuperFibre 50, VIVID 100 or VIVID 200 you won't be eligible to a speed boost as you'll already have access to the new speeds. Use our postcode checker to find what’s available.
Are there any deals with free gifts and offers?
From time to time Virgin offers incentives to sweeten deal and attract new customers. These introductory offers can include a period of free broadband, shopping vouchers, or even free gifts like speaker systems or tablets. Put your postcode into the checker to see what deals are on at the moment.
Can I get a broadband-only deal from Virgin Media?
Yes. You can get all Virgin Media broadband speeds as broadband-only packages that come without a separate line rental payment. This doesn’t automatically make broadband-only packages the best value, but you won’t be paying for anything you’re not using (like a phone line).
Are Virgin broadband deals unlimited?
Yes. There are no usage caps on any of Virgin’s broadband packages, so you can browse stream and download until you’re blue in the face. Equally, Virgin does not operate a fair usage policy and it only has traffic management on uploads, so your download speed won’t be restricted in the evenings or at weekends.