Unlimited Fibre 2
Virgin Media is the second-biggest broadband provider in the UK, but that doesn't necessarily make it the best. Its extensive fibre network plus TV, phone and mobile services mean it can challenge BT. But in the past its quest to be the best broadband provider was thwarted by poor scores for customer service. Has this changed in our latest survey?
Below you’ll find a range of information about Virgin Media broadband. Which? Members can also read our full review, including:
|Speed||Reliability||Ease of set up||Value for money||Ease of contacting||Customer service||Technical support||Customer score (%)|
We'll tell you exactly what you need to know about all the UK's biggest broadband providers, and help you avoid signing up for a deal you'll come to regret.
Which? Recommended Providers are the cream of the crop, and the accolade is only given to broadband companies that achieve a customer score of 70% or above.
That's not all. We know that price is important, so companies can only be Recommended Providers if they charge a reasonable price for their services. If they charge too much they're not eligible, whatever score they receive in the survey.
Virgin Media now provides most customers with its Hub 3 router with 'Intelligent WiFi'. This is a cloud-based system which is meant to work in the background to assess wireless speeds and adjust to performance issues. Is it up to the job? Find out more in our .
Customers who opt for Virgin Media's new Gig1 deal will receive one of its new Hub 4 or Hub 5 routers.
Virgin Media uses its own cable network, rather than the Openreach network used by most of the other major providers. While it's becoming more common to find broadband deals that don't include a phone line, Virgin Media was one of the first big providers to offer this. However, with Virgin you have the option of combining broadband with a wide range of phone bundles, and these usually offer better value than standalone broadband packages. You can further customise your deal by adding a TV component.
The company doesn't sell standard-speed deals. It supplies only high-speed broadband starting from an average speed of 54Mbps through its fibre-optic cable network. Unsurprisingly, it's more expensive than most other providers, although Virgin Media regularly offers special introductory deals.
Contracts last for 18 months as standard, although unusually you can opt for a flexible 30-day rolling contract instead (but you'll need to pay a bit more).
Virgin offers only superfast and ultrafast broadband. It has five different widely available speed options, with average speeds of 54Mbps, 108Mbps, 213Mbps, 362Mbps, and 516Mbps.Customers in certain areas can subscribe to its fastest deal, Gig1, which has an average speed of 1Gbps (1,000Mbps). However, Virgin Media is continuing to roll out the deal, so it is gradually becoming more widely available.
Virgin Media’s deals are much faster than the standard home-broadband speeds you can get from most providers that use the Openreach network. The flipside of using its own network is that Virgin Media has less coverage than other providers. It's currently available to just over half of the UK's homes.