Virgin Media M500 Broadband Review

M500 is Virgin’s mid-range ultrafast package delivering 516Mbps downloads and 52Mbps uploads through their cable network. It’s a great option for households with multiple people streaming 4K content, gaming online, working from home with video calls, and running loads of connected devices simultaneously.

You get unlimited data, Netflix Standard with Ads bundled in, and zero setup costs when promotional offers are running. The package uses Virgin’s cable infrastructure rather than Openreach, which means it’s only available where Virgin’s network reaches – roughly 60% of UK homes.

M500 Speed Performance: Does It Deliver?

Right, let’s talk actual performance because that’s what matters.

M500 consistently hits its advertised 516Mbps in real-world testing. Most customers see between 480-520Mbps throughout the day, and independent testing confirms Virgin actually delivers what they promise for this package. No nasty surprises there.

During peak evening hours (8-10pm when everyone’s streaming), M500 keeps speeds above 450Mbps. That’s genuinely impressive because lots of cable systems slow down when entire neighbourhoods hit Netflix simultaneously.

The 516Mbps download speed means you can download a 50GB game in about 13 minutes, stream eight 4K videos at once without buffering, and basically throw whatever your household demands at it. For most families, it’s more than enough bandwidth.

But here’s where it gets tricky – the uploads.

M500 offers 52Mbps upload speeds. Now, for typical browsing, video calls, and uploading the odd file to the cloud, that’s fine. But if you’re a content creator uploading large video files, a photographer shifting high-res images around, or a household with three people on video calls at once, those uploads feel limiting compared to full fibre alternatives offering 300-500Mbps symmetric speeds.

Latency sits around 10-15 milliseconds to UK servers, which is excellent for gaming and video conferencing. Gamers will be happy here.

Virgin guarantees minimum speeds of 258Mbps for M500. If your connection consistently underperforms and they can’t fix it within 30 days, you can leave penalty-free.

Virgin Media M500 broadband deals

Virgin Media M500 is available as broadband-only, with a landline, or as part of a TV bundle.

Broadband only:
This option includes just the internet connection — no landline, no TV, and no phone number is provided. It’s ideal for households that rely on mobile phones.

Broadband + phone:
Adds a landline service with weekend calls or other calling plans depending on the package. A good option if you still use a home phone but don’t need TV channels.

Broadband + phone + TV
Bundles M500 with Virgin TV 360 (full set-top box with live channels, catch-up, and recording) or the more flexible Stream box (contract-free, app-based Freeview and on-demand access). Also includes a landline.

Contract length:
Standard 24-month term across all plans.

Setup cost:
Setup is usually free for new customers. A setup fee usually applies to one-month contracts.

New customer only:
M500 promotional deals are only available to new Virgin Media customers. Existing customers may not qualify for the same offers.

If you cancel your plan early, Virgin applies an exit fee based on the remaining months of your contract.

M500 Pricing

M500 typically appears as one of Virgin’s more competitively priced ultrafast packages, often significantly cheaper than equivalent speeds from BT, Sky, or Vodafone. During promotional periods, new customers get genuinely attractive rates.

Bill credits sweeten the deal further. Many promotions include substantial credits applied to your first few months, effectively making several months free.

But – and this is important – Virgin implements annual price increases every April. Your bill rises during your contract term, so that attractive initial rate won’t last. Factor this in when calculating long-term costs.

And here’s the scary bit: once your contract expires, M500’s standard pricing jumps to around £72 monthly. That’s more than triple promotional rates. Forget to renegotiate or switch before contract end, and you’ll be hemorrhaging money. Set multiple calendar reminders!

Netflix bundling adds genuine value if you already subscribe. The included Netflix Standard with Ads saves you what you’d pay separately, effectively reducing M500’s true cost.

Routers: Which Hub Will You Get?

The router situation with M500 is… interesting. You might get one of three different models depending on your area and when you sign up.

Hub 3 still ships to many M500 customers. It’s WiFi 5 technology with four Gigabit Ethernet ports. For typical households, it handles things adequately. But it struggles with coverage in larger homes, lacks WiFi 6 for newer devices, and honestly shows its age. If your property exceeds 1,500 square feet or has thick walls, expect to need WiFi extenders.

Hub 4 rarely appears now as Virgin mostly stopped sending it out following various performance complaints. You probably won’t get this one.

Hub 5 is the one you want. WiFi 6, seven internal antennas, way better coverage, and a 2.5Gbps Ethernet port. M500 customers in upgraded areas get Hub 5 as standard now. The WiFi 6 support delivers faster speeds, handles multiple devices better, and covers larger homes without needing extra kit.

Virgin’s rolling out free Hub 5 upgrades to Hub 3 and Hub 4 customers nationwide. Thousands of homes are getting free upgrades. When signing up for M500, ask for Hub 5 specifically – it often works, especially in urban areas where network upgrades have finished.

The Virgin Media Connect app lets you manage your network through your phone – view connected devices, pause internet for specific devices, run speed tests, basic stuff. Configuration options stay pretty basic though. If you’re after advanced features like custom DNS or detailed QoS controls, you’ll need your own router.

M500 with Volt: This Changes Everything

If you’re an O2 mobile customer, stop right here because Volt completely transforms M500’s value.

Volt automatically upgrades M500 to Gig1 speeds at zero extra cost. Instead of 516Mbps, you get 1130Mbps downloads – more than double the bandwidth without paying Gig1’s higher monthly rate.

You also get doubled O2 mobile data, priority customer service, and free WiFi Max guarantee (normally an extra monthly charge). The mobile data doubling alone could save you overage charges or let you downgrade to a cheaper mobile plan.

For O2 customers considering M500, taking Volt is a no-brainer. Getting Gig1 performance while paying M500 rates makes standalone M500 look silly in comparison.

WiFi Max: Do You Need It?

WiFi Max guarantees 30Mbps speeds in every room or Virgin credits you £100. It includes up to three mesh pods creating whole-home WiFi.

Without Volt, WiFi Max costs an extra monthly charge. That adds up significantly over 24 months – enough to buy a decent third-party mesh system outright. The £100 guarantee provides security though.

Volt customers get WiFi Max free, which is another big Volt benefit.

If you’re getting Hub 5 with M500, WiFi Max often isn’t necessary. Hub 5’s improved coverage handles medium to large homes fine. Customers stuck with Hub 3 facing coverage issues should push for Hub 5 upgrade before paying for WiFi Max.

Installation

M500 installation follows two paths. QuickStart self-installation when your property has previous Virgin service, or engineer visits for new installations.

QuickStart is straightforward – plug in your router, wait 5-10 minutes for connection, done. Most people manage it easily.

Engineer installations happen when you need new Virgin connections. Appointments typically schedule within two weeks, taking 1-2 hours depending on your property.

Customer experiences vary wildly. Some people praise smooth professional installations. Others describe missed appointments, communication breakdowns, and frustrating delays. It’s honestly a bit of a lottery.

Activation takes two to three weeks for new installations, or within a week for QuickStart.

Customer Service

Let’s be honest – Virgin Media’s customer service reputation is… not great.

Trustpilot gives Virgin just 1.4 stars from thousands of reviews. Common complaints include long hold times, difficulty getting issues resolved, problems bouncing between departments, billing errors, and installation nightmares.

But here’s the thing – Ofcom’s data shows Virgin achieving mid-table positioning among broadband providers. This suggests most customers get adequate service without major dramas. The contrast likely reflects that happy customers don’t leave reviews, while frustrated ones vent extensively online.

Still, that Trustpilot rating triggers warning flags. If things go wrong, you might face serious headaches getting help.

Support channels include phone (7am-10:30pm daily), online chat, social media, and the My Virgin Media app. Technical support handles standard issues competently – router resets, line diagnostics, basic troubleshooting.

Billing issues generate frequent complaints though. Some customers report incorrect charges, difficulty getting refunds, and confusion around promotional discounts. Monthly bill monitoring becomes essential.

For complex problems, contacting Virgin’s executive complaints team through social media or written correspondence sometimes achieves better results than standard support.

Network Reliability and Coverage

Once M500 is installed and working, it generally stays reliable. Virgin’s cable network delivers consistent performance day-to-day.

Connection stability impresses in normal operation. Cable connections aren’t affected by weather or electrical interference like copper-based systems, contributing to consistent performance.

Coverage reaches roughly 60% of UK homes, concentrating heavily in urban and suburban areas. Rural coverage stays limited. Check your specific postcode carefully – availability varies street by street even within areas Virgin serves.

Outages remain relatively rare. When they happen, they typically affect smaller geographic areas and resolve within hours. Virgin’s technician network means repairs usually happen quickly.

Peak time performance maintains consistency. M500 speeds rarely drop significantly during evening hours, avoiding the dramatic slowdowns some technologies experience.

Power outages kill your connection though. Unlike old phone lines, cable modems need mains electricity. If power fails, broadband fails too.

What M500 Does Well

M500’s 516Mbps downloads consistently meet promises. Real-world testing confirms Virgin delivers advertised speeds, with performance staying above 450Mbps even during peak hours.

Competitive promotional pricing makes M500 attractive compared to equivalent speeds from BT, Sky, or Vodafone. During promotions, M500 undercuts major competitors substantially.

Netflix bundling adds genuine value for households already subscribing. The included streaming service effectively reduces M500’s true cost.

Hub 5 availability in upgraded areas provides WiFi 6 and superior coverage without extra charges. Customers receiving Hub 5 get quality equipment.

Peak time consistency means speeds stay reliable when everyone’s online simultaneously, avoiding frustrating evening slowdowns.

Volt compatibility transforms M500 for O2 mobile customers, delivering Gig1 speeds, doubled mobile data, and free WiFi Max – one of the UK’s best bundle deals.

What M500 Gets Wrong

Upload speeds of 52Mbps disappoint anyone needing strong upload performance. Content creators, photographers, multiple video conference users, and livestreamers find uploads limiting compared to 300-500Mbps symmetric alternatives.

Hub 3 distribution continues in non-upgraded areas despite Hub 5’s superiority. Customers receiving outdated routers lack WiFi 6 and struggle with coverage in larger homes.

Annual price increases push monthly costs up significantly over 24 months. While disclosed upfront now, watching bills rise still frustrates.

Out-of-contract pricing jumps to around £72 monthly – more than triple promotional rates. Forgetting to renegotiate wastes hundreds of pounds.

Awkward value positioning between M350 and Gig1 makes M500 feel squeezed. M350 costs only slightly less for much slower speeds, while Gig1 costs only moderately more for double bandwidth.

Customer service inconsistency risks serious frustration if problems arise. That 1.4-star Trustpilot rating reflects genuine customer pain.

M500 vs Virgin’s Other Packages

M350 delivers 362Mbps for more money than M500 promotional rates. The slower speeds combined with higher pricing make M350 poor value when M500 offers significantly more bandwidth for less.

Gig1 provides 1130Mbps for moderately more than M500 promotional pricing. For households able to afford the modest premium, Gig1 delivers superior long-term value with double bandwidth, guaranteed Hub 5, and included WiFi Max.

For O2 customers, these comparisons become irrelevant. Volt upgrades M500 to Gig1 automatically, making standalone M500 without Volt pointless.

M500 vs Competitors

BT Full Fibre 500 costs more, delivering 500Mbps downloads and 73Mbps uploads. BT charges substantially more than promotional M500 but offers better uploads, wider coverage, and superior customer service reputation.

Sky Full Fibre 500 provides 500Mbps downloads and 60Mbps uploads for more than M500 promotional rates. Sky’s excellent customer service dramatically outperforms Virgin’s reputation. Costs more but delivers better support.

Vodafone Full Fibre 500 delivers 500Mbps downloads and 68Mbps uploads for moderately more than M500 promotions. Vodafone undercuts BT and Sky while offering better uploads than M500. Customer service reputation stays closer to Virgin’s though.

Community Fibre offers 300Mbps symmetric speeds cheaper than M500 in London. Community Fibre dramatically undercuts M500 while providing 300Mbps uploads Virgin can’t match. Excellent customer service and no mid-contract price increases. Limited London coverage only.

Hyperoptic delivers 300Mbps symmetric speeds for competitive rates in served areas. Better uploads than M500, concentrating on London and major cities.

Is M500 the Right Choice?

M500 makes sense for specific situations. If you prioritize download speed and competitive pricing, M500 delivers excellent bandwidth-per-pound value. If Virgin’s available where alternatives aren’t, M500 provides ultrafast speeds others can’t offer.

For O2 customers leveraging Volt, M500 becomes obvious – Gig1 performance at mid-range pricing makes it brilliant.

However, M500 weakens for customers needing strong uploads. Content creators, photographers, livestreamers, and multiple-video-call households find 52Mbps uploads frustrating.

Budget flexibility matters too. If you can afford moderately more monthly, Gig1 delivers double bandwidth, guaranteed Hub 5, and included WiFi Max – superior long-term value.

Customer service concerns need honest assessment. That Trustpilot rating reflects genuine frustration. If reviews worry you significantly, paying slightly more for Sky’s dramatically better support might be worthwhile.

The Verdict

Virgin Media M500 delivers its promised 516Mbps consistently, offers competitive promotional pricing, and includes Netflix bundling adding genuine value. It handles demanding household requirements comfortably, maintaining performance during peak hours and delivering low latency.

But limited uploads, customer service concerns, annual price increases, and awkward positioning between M350 and Gig1 create significant limitations.

Rating: 4/5

M500 earns above-average marks for download performance and promotional pricing. Upload limitations, customer service inconsistency, and better-value alternatives prevent top ratings.

Best for: Download-focused households, O2 customers leveraging Volt, urban residents where Virgin has coverage but alternatives don’t, Netflix subscribers wanting bundled entertainment.

Not ideal for: Content creators needing symmetric uploads, customers prioritizing support quality, anyone able to afford moderately more for Gig1’s superior value, households in areas served by Community Fibre or Hyperoptic.

M500 delivers technically but customer service concerns and better alternatives for specific uses prevent unreserved recommendation. Compare carefully, and set calendar reminders to renegotiate before contract expiry.

FAQ

Any special offers?

Deals vary — often include bill credit, discounts, or free setup.

Is M500 good for gaming?

Yes, excellent. Latency sits around 10-15ms to UK servers, delivering responsive gameplay. Downloads handle game files quickly. Uploads might limit if you stream gameplay regularly.

Can I upgrade my router?

Virgin’s rolling out free Hub 5 upgrades. Contact them when subscribing to request Hub 5. Alternatively, use Hub in modem mode and connect your own router.

What happens when my contract ends?

M500 jumps to around £72 monthly once your contract expires. Set reminders 30 days before to negotiate renewal or switch providers.

Does M500 have upload issues?

52Mbps uploads handle typical use adequately but limit content creators, photographers, and heavy upload users. Symmetric alternatives offer 300-500Mbps uploads.

Is M500 or Gig1 better value?

Gig1 delivers superior long-term value for most customers despite costing more – double bandwidth, guaranteed Hub 5, included WiFi Max. If budget is tight, M500 works well.

Can I get M500 with Volt?

Yes, O2 customers should always choose Volt, which upgrades M500 to Gig1 automatically plus doubled mobile data and free WiFi Max.

What TV options come with M500?

Available with Stream (app-based, no contract) or TV 360 (full set-top box).