Virgin Media Broadband Review

Virgin Media Broadband Speeds

Virgin Media offers broadband at speeds ranging from 132Mbps to 2Gbps.

M125 delivers an average 132Mbps download and 20Mbps upload. It’s suitable for individuals or small households who mainly browse, stream in HD, and take video calls.

M250 offers an average 264Mbps download and 25Mbps upload. This plan is better suited for homes with multiple users streaming in HD or 4K, using smart devices, or working from home occasionally.

M350 provides an average 362Mbps download and 36Mbps upload. It is ideal for busy households with several connected devices, frequent video calls, and streaming on multiple screens.

M500 delivers an average 516Mbps download and 52Mbps upload. It’s a top-end ultrafast plan for households that need reliable speeds for online gaming, large file transfers, and daily remote work.

Gig1 offers an average 1130Mbps download and 104Mbps upload. It’s a great option for homes with high bandwidth demands, such as those running multiple 4K streams, large cloud backups, and intensive bandwidth usage.

Gig2, available in limited areas, delivers an average 2000Mbps download and 200Mbps upload. It’s designed for advanced or multi-user setups requiring maximum bandwidth and lightning-fast speeds.

Plan	Average Download Speed	Average Upload Speed
M125	132Mbps	20Mbps
M250	264Mbps	25Mbps
M350	362Mbps	36Mbps
M500	516Mbps	52Mbps
Gig1	1130Mbps	104Mbps
Gig2	2000Mbps	200Mbps

Speed Guarantees and Real-World Data

Virgin Media includes a “minimum guaranteed speed” in its contracts, although this varies by plan. For instance, M125 users are guaranteed at least 67Mbps.

According to Ofcom’s 2024 Measuring Broadband Report, Virgin Media’s average download speeds were close to advertised figures during peak times. Upload speeds were more affected by contention and dropped slightly in evenings.

Asymmetric Speeds

Virgin Media’s upload speeds are much slower than its download speeds, and lower than what you get from full fibre providers like Community Fibre or Hyperoptic. Even on Gig1 or Gig2, upload speeds are asymmetric and reach a maximum of 200Mbps, which may not suit users who frequently upload large files or do large backups.

Virgin Media Broadband Plans and Bundles

Broadband-Only Deals

Virgin Media offers broadband as a standalone service. These plans are typically cheaper than bundled options and include the Hub 3, Hub 4, or Hub 5 router depending on the plan.

Broadband + TV Bundles

Virgin Media offers a range of TV packages that come with the TV 360 box, which supports 4K playback and includes integrated apps for on-demand content.

Package	Features
Flex	TV 360 box included Month-to-month rolling contract Basic Freeview channels Access to on-demand apps (e.g. BBC iPlayer, ITVX, YouTube)
Bigger Combo	TV 360 box included Over 190 channels Sky Entertainment Documentary and lifestyle channels Kids TV Selected Sky Sports channels (depending on variant) Access to streaming apps
Mega Volt	TV 360 box included Full Sky Cinema and Sky Sports packs Netflix Standard included Over 230 channels O2 SIM and Volt broadband boost (if eligible) Access to streaming apps and on-demand content

The most basic option is Flex, a rolling month-to-month TV plan. It provides access to Freeview-style channels and some catch-up content, with no long-term commitment. It’s suitable for users who want flexibility without locking into a full bundle.

The Bigger Combo bundle adds over 190 channels, including popular entertainment and sports networks. It also includes access to streaming apps and offers a more traditional pay-TV experience, bundled with broadband.

At the higher end are the Mega Volt and Ultimate Volt packages. These include premium add-ons such as Netflix, Sky Sports, and Sky Cinema. They also bundle in mobile benefits via O2, extra set-top boxes for multi-room viewing, and enhanced broadband features like WiFi Max and speed boosts where eligible.

Volt Bundles with O2

Volt plans combine broadband, mobile, and home Wi-Fi upgrades into one package.

Broadband Speed Boost
Volt customers automatically receive a free upgrade to the next fastest broadband tier available at their address. For example, if you’re on M125, you’ll be upgraded to M250 at no extra charge. This applies only if a higher tier is available in your area.

O2 SIM with Extra Perks
An O2 mobile SIM is included with Volt plans. It comes with free data rollover and access to O2 Priority, which includes early gig tickets and discount offers. The exact data allowance depends on the plan you choose, but it’s tied into the Volt bundle pricing.

WiFi Max and Mesh Coverage
Volt includes WiFi Max, Virgin’s enhanced Wi-Fi add-on. It comes with mesh Wi-Fi pods to extend coverage around the home. The service includes a 30Mbps-per-room guarantee—if any room gets less than that on Wi-Fi, you can request more pods, or claim £100 bill credit if the guarantee isn’t met.

Volt bundles are especially useful for households that need reliable Wi-Fi across multiple rooms and prefer all-in-one billing across broadband and mobile..

Virgin Media Routers and Wi-Fi

Hub 3, Hub 4, Hub 5

The router provided depends on the package:

Virgin Media Hub 3 router is supplied with the M125 and M250 plans. It uses the DOCSIS 3.0 standard and supports WiFi 5 (802.11ac). While capable of handling basic fibre speeds, the Hub 3 may struggle with latency and congestion in busier households. It has dual-band support but lacks some of the advanced features found in newer routers.

The Hub 4 is offered with the M350 and M500 packages. This router upgrades to DOCSIS 3.1, which allows for improved data transfer efficiency on Virgin Media’s network. It also retains WiFi 5 but includes better internal antenna design and thermal performance, making it more stable during high-traffic usage or multiple-device scenarios.

Customers on Gig1 or Gig2 plans receive the Hub 5, Virgin Media’s most advanced router. It supports WiFi 6 (802.11ax), delivering better bandwidth, lower latency, and greater capacity for multiple connected devices. This router is better suited to households with smart home setups, gamers, and anyone relying on faster and more stable wireless performance.

Router	Specs
Virgin Media Hub 3	Wi-Fi 5 (802.11ac), dual-band 2.4GHz / 5GHz DOCSIS 3.0 cable modem 4 × Gigabit Ethernet LAN ports Modem Mode (use your own router) Intelligent channel selection / optimisation IPv6 support
Virgin Media Hub 4	Wi-Fi 5 (802.11ac), dual-band 2.4GHz / 5GHz DOCSIS 3.1 support for higher downstream capacity Improved antenna/radio performance vs Hub 3 4 × Gigabit Ethernet LAN ports Modem Mode; works with WiFi Pods/mesh Automatic channel selection / interference management
Virgin Media Hub 5	Wi-Fi 6 (802.11ax), dual-band 2.4GHz / 5GHz DOCSIS 3.1 (Gig1 compatible) 1 × 2.5GbE port + 3 × 1GbE ports OFDMA and MU-MIMO for multi-device throughput Modem Mode; compatible with WiFi Pods/mesh Automatic channel optimisation and IPv6 support

WiFi Max Add-On

Virgin Media offers optional WiFi Pods to improve signal coverage across larger homes. Here are the key features:

Up to Three WiFi Pods Per Home
Virgin Media customers can receive up to three WiFi Pods as part of their broadband package. These plug-in extenders work with the Hub router to improve Wi-Fi coverage in hard-to-reach areas.

Mesh-Based Intelligent Routing
The WiFi Pods use intelligent mesh technology to route your connection through the best path between pods and router. This helps maintain speed and reduce drop-outs when moving between rooms.

Speed Guarantee in Every Room
With the WiFi Max add-on, Virgin Media guarantees at least 30Mbps in every room. If the service doesn’t meet this, they’ll continue troubleshooting until resolved or offer up to three pods.

£100 Bill Credit if Guarantee Not Met
If Virgin Media fails to deliver the guaranteed minimum speed in any room after providing the WiFi Pods and support, they’ll apply a £100 credit to your bill. This is part of their WiFi Max promise.

WiFi Max is included in some Volt plans or available as an optional add-on.

Virgin Media TV

Virgin TV 360 Box

4K and HDR Support
The Virgin TV 360 Box supports 4K resolution and HDR playback, allowing users to stream ultra-high-definition content with enhanced contrast and colour depth, provided their TV is compatible.

Voice Search with Remote
The 360 remote includes a built-in microphone for voice search. You can press the mic button to search for shows, actors, apps, or channels, making navigation quicker than scrolling manually.

Record Multiple Programmes at Once
With the ability to record up to six programmes simultaneously while watching a seventh from a recording or app, the TV 360 Box is designed for busy households that don’t want to miss anything.

Interface and Ease of Use
In terms of user experience, Virgin TV 360 is comparable to Sky Q. While the overall functionality is similar, the layout and navigation menus differ slightly, depending on user preference.

Multiroom Streaming

You can add Virgin Mini boxes for additional rooms. These boxes support simultaneous streaming but lack full recording capability. They’re included with Mega Volt and higher bundles.

App and Streaming

Virgin TV 360 allows you to access major streaming services directly from the main interface, so you can move between live channels and apps without switching inputs or remotes.

The box supports Netflix, Disney+, Amazon Prime Video, BBC iPlayer, ITVX and more, giving you on-demand TV, films and catch-up in the same menu as your recordings and live channels.

Because these apps are built in, there’s no need for external streamers like Fire TV or Apple TV. You sign in with your existing accounts and use the 360 remote to search and play content across services.

Landline and Call Plans

Virgin Media offers a range of landline and inclusive call plans, which are available with broadband — for example, Virgin Media M125 and Phone.

Weekend Chatter includes calls to UK landline numbers starting 01, 02 and 03 at weekends.

Evening & Weekend Chatter includes calls to UK landline numbers starting 01, 02 and 03 on weekday evenings and all weekend.

Anytime Chatter includes calls to UK landline numbers starting 01, 02 and 03 at any time (some versions also include UK mobiles).

International Anytime Chatter includes calls to UK landlines and landlines in 50+ countries at any time (mobiles abroad usually excluded).

Installation

Virgin Media offers a QuickStart option if your home already has a Virgin Media wall socket and the line can be activated. In that case, you can self-install.

QuickStart kits arrive in 1–3 working days. Setup takes minutes, and activation completes the same day or the next day once the hub is connected.

If your property doesn’t have a socket or needs new cabling, an engineer installation is arranged. It’s free with most plans and usually scheduled within a week.

Equipment Provided

Virgin includes a pre-configured Hub with every broadband order. The router arrives ready to plug in, with network settings applied and the account linked to your address.

TV bundles add a Virgin TV 360 box. This is supplied alongside the hub so broadband and TV can be set up at the same time.

All required cables and splitters are included in the box. Printed setup guides are provided, and the My Virgin Media app helps you with installation, Wi-Fi checks, and basic troubleshooting.

Reliability

Virgin’s uptime is generally great, but Ofcom’s 2024 data shows higher-than-average fault rates compared to BT or Sky. Most issues are localised and related to noise on the coaxial network.

Cable infrastructure means bandwidth is shared among nearby homes. During evenings, users in high-density areas may see minor speed dips.

Ping levels are typically 15–30ms. That’s sufficient for gaming, but not as consistent as FTTP rivals like Community Fibre, which can average <10ms. Virgin’s latency usually varies depending on network congestion.

Customer Service and Support

Virgin Media customers have access to several support options to help with technical issues, account management, and service queries.

Customers can call 150 from a Virgin Media landline or 0345 454 1111 from any other phone to speak to a support agent directly. This is suitable for billing questions, service faults, or plan changes.

Live chat is available via the Virgin Media website, allowing users to get help without making a phone call. This is often used for quick questions or basic troubleshooting.

Customers can also manage their services and access support through their My Virgin Media account online. From here, users can view bills, make changes to their plan, check service status, and more.

For connection-related help, the Virgin Media Connect app provides self-diagnostic tools. It can scan for Wi-Fi issues, reboot the router remotely, and suggest fixes—making it useful for resolving common problems without contacting support.

Satisfaction and Complaint Levels

According to Ofcom’s 2024 complaints report:

• Virgin Media receives more complaints per 100k customers than BT, Sky, and Plusnet
• Most complaints relate to billing errors, delayed fault resolution, or contract changes

Trustpilot ratings as of August 2025 show 1.4 stars, with users mentioning long wait times and difficulty getting responses.

Reddit forums also reflect a mixed view—praise for speeds, criticism for service quality.

Virgin Media vs Other Providers

BT

BT’s Full Fibre (FTTP) network delivers similar top speeds as Virgin Media in many locations. However, BT offers significantly faster upload speeds, especially on plans like Full Fibre 500 and 900.

BT is also known for better-rated customer service. That said, Virgin Media still maintains wider coverage in urban areas, especially where Openreach fibre hasn’t been fully rolled out.

Community Fibre / Hyperoptic

These alternative full-fibre providers offer symmetrical speeds — meaning upload matches download — and are often cheaper than larger ISPs.

Their plans are well-suited for households needing fast uploads for work, content creation or gaming. However, availability is limited, with Community Fibre primarily serving parts of London and Hyperoptic focused on large residential buildings and select city areas.

Sky, TalkTalk, Plusnet

These providers use the Openreach network, with top download speeds around 900Mbps and lower upload speeds compared to full altnet providers.

While they offer reliable internet and good value for money, Virgin Media generally delivers faster real-world speeds on entry-leve plans like M125 and M250.

Virgin Media broadband is also more widely available in urban and suburban locations.

Availability

Virgin Media broadband is available to 60–65% of UK homes, primarily in towns and cities, while coverage in rural areas remains limited. Availability is address-specific — even opposite sides of the same street may differ. “It can take longer for new-builds and flats to get Virgin broadband if their cabling hasn’t been completed yet.

Gig1 is available in areas upgraded to DOCSIS 3.1. Gig2 is only offered in selected locations where Virgin’s newer full fibre (FTTP) has been rolled out.

Summary and Verdict

Virgin Media continues to be one of the fastest broadband options available to UK households—especially where Openreach full fibre hasn’t yet rolled out. If you’re in a cabled area, it’s often the simplest route to high download speeds without switching to an altnet.

Performance

Plans range from M125 to Gig2, with real-world download speeds holding up well, especially on M250 and above. However, upload speeds are not impressive —reaching 200Mbps on Gig2, and just 20–50Mbps on entry-level and mid-range plans.

Latency is acceptable for most usage, but serious gamers may find FTTP-based services offer more stable ping.

Bundles and Extras

If you’re after more than broadband, Virgin’s bundles can offer value. Volt upgrades include an O2 SIM, speed boost (where eligible), and mesh Wi-Fi (WiFi Max) with a 30Mbps-per-room guarantee. TV customers get the 4K-ready TV 360 box with integrated apps and PVR. These extras are useful—but only if you’ll make use of them. Otherwise, broadband-only plans tend to be better value.

Reliability and Support

This is Virgin’s weak point. According to Ofcom’s latest complaints data, Virgin receives more complaints than most other major ISPs—mainly around billing and fault resolution. Speeds can vary by postcode, so it’s worth checking user reviews or social media feedback before committing.

Pricing and Availability

Prices are competitive for new customers, but tend to rise after the initial contract. Like other major ISPs, mid-contract price hikes now apply.

Availability is 60–65% of UK premises, focused mainly in urban and suburban locations. Gig2 is only available in select FTTP-enabled areas.

Final Take

Choose Virgin Media if you’re after fast downloads and live in a cabled area, especially if Openreach FTTP hasn’t reached you. Skip it if you need fast uploads, low latency, or want the most reliable customer service.

FAQs

Does Virgin Media require a phone line?
No. All broadband plans are delivered over cable and don’t require a landline.

Are upload speeds symmetrical?
No. Virgin Media uses DOCSIS-based nework which prioritises downloads.

Is Gig1 or Gig2 worth it?
For super-busy households or smart home setups, yes. For basic browsing, lower tiers are more economical.

Can I use my own router?
Yes. You’ll need to enable modem mode in the Hub and connect your own router.

How is Virgin for gaming?
Download speeds are strong. But latency can vary at peak times. FTTP providers may offer more consistent performance.

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