- About Virgin Media broadband
- Email access
- Getting set up
- Billing and payment
- Your contract
- About the switch
- Need help or support?
About Virgin Media broadband
How fast is my new broadband service?
We have 3 broadband speeds, perfect for however you surf - all with unlimited downloads*.
- M - up to 2Mb. Ideal for checking emails and general surfing.
- L - up to 4Mb. Getting a free boost to 10Mb by autumn. Perfect for downloading music or sending photos.
- XL - up to 20Mb. Blisteringly fast - for streaming videos, downloading movies and getting the edge with online gaming.
We’ve moved you to the pack that matches your current AOL pack – just check the email AOL sent to you to confirm which pack you’re on.
All our broadband customers have unlimited downloads* and internet security features for peace of mind.
Email access
What happens to my email address?
To keep things easy, you can carry on using your AOL email address – which means you’ll keep all your existing emails. (You can also carry on using all your AOL web services, too.)
How do I access my email?
Exactly the same way as before – either click on the AOL client icon or via webmail. Click here for more information.
If I remove my AOL Client will my broadband work?
Yes it will, you don’t need AOL client to use your Virgin broadband. But if you remove the AOL Client the only way you’ll be able to access your email is via webmail.
Getting set up
Do I need to re-activate my cable modem using any software from Virgin Media as opposed to the AOL Broadband Installer that I originally used to install my broadband service?
No. The migration process should be seamless to you. However, Virgin media has set-up a dedicated telephone number for support. So if you experience any problems please contact us on 0845 045 0953.
Do I need to upgrade my PC?
No – you don’t need to do a thing. If your PC works with AOL, it’ll work with us too.
What internet brower can I use?
It's totally up to you - you can use whichever browser you prefer. However, if you find your preferred browser does not work, please use the AOL Client software.
I have a router between my PC and the cable modem and I have lost my broadband connection.
This is because the router has been set to PPoE. You have to change the router configuration back to automatic and to a connection that does not require a login. This disables PPoE and allows the Virgin Media IP address to be detected by the router and the connection will resume as normal.
This is usually achieved by typing the following into your web browser:
http://192.168.0.1 or http://192.168.1.1
You will then need the username and password for your router to access the router configurations web pages.
If you have a Netgear WGR614, set the 'Does your internet connection require a login question' to no and ensure that the internet and DNS addresses are set to automatic. If you have any other type of router, please refer to your user manual.
I have one of the following types of wireless router and I have lost my broadband connection. How do I restore it?
You will need to re-configure your wireless router from PPoE to DHCP. Depending on the type of wireless router you have, please click on one of the following links which will take you to a set of instructions to re-configure you wireless router from PPoE To DHCP.3 COM - 3CRWER-100-75
3 COM - 3CRWER-100- Alternative Flow
Belkin 802.11g
D-link- Dl524
Hawking HWGRM1A
Dynamode Broadband Lifestyle
Lynksys WRT54G
Billing and payment
Who do my bills come from?
Your broadband bill will now come from Virgin Media. If you are already a Virgin Media customer with our phone or TV service we’ll add your broadband charges to you the same bill as your other services.
What will my Virgin Media bill look like?
Please click here to view a document which describes the Virgin Media bill.
What happens to my billing date?
If you’re already a Virgin Media customer with our phone or TV service, we’ll keep things simple by sending you one bill for all your services. So your billing date for all your services (including broadband) will be the same as your current Virgin Media billing date.
Totally new to Virgin Media? Your billing date will change slightly, but we’ll do our best to make sure it’s within 5 days of the date you are currently billed by AOL.
How do I pay for my services?
If you’re already a Virgin Media customer with our phone or TV service, we will take the payment for your broadband in the same way and at the same time as your other services, you won’t need to do a thing.
New to Virgin Media? AOL have given us your payment details so from now on your statements will have your new monthly Virgin broadband charge and show that the payment is taken by Virgin Media Payments Ltd.
If you don’t pay by Direct Debit there is a £5 monthly handling charge. Don’t worry we won’t charge this £5 handling charge for the first 3 months you’re with us – giving you plenty of time to set up a Direct Debit with us. To set up a Direct Debit call our team on 0845 454 1111 (Please don't call our team to set up a direct debit until after 2nd June since you will remain an AOL member until this date. Your payment method cannot be changed until you become a Virgin Media customer).
(If you are already a Virgin Media customer and do not pay by Direct Debit you will continue to be charged the £5 handling fee for your other services).To find out more about ways to pay click here
Your contract
If I agree to transfer to Virgin Media, am I committing myself to a long term contract?
No. Unless you take advantage of any offer from Virgin media whose Terms and Conditions require you to take a contract for a specific period of time.
About the switch
If I transfer to Virgin Media, do I need a new cable modem?
No – your current modem will work just fine. You don’t need to do a thing – just keep it plugged in as normal.
I’ve decided not to switch to Virgin Media – what do I do?
No worries - just contact the AOL team. You can find the appropriate contact number here.
If I decide not to switch, what do I do with my cable modem?
As you won’t need it, just recycle it. Most local authorities have recycling facilities where you can leave unwanted electrical equipment.
Need help or support?
Want to talk to our team about the changes?
No problem – we’ve set up a dedicated team to help for the first 30 days after the switch. Just call 0845 045 0953 and we’ll be happy to chat through any questions.
Who do I call for general help and support?
After the first 30 days are up, just contact us for help and support.
After the transfer, if I need help with AOL software and services - who do I contact?
For full details on AOL Internet Services & Support please visit www.aol.co.uk/help.
If you have any questions related to services or charges provided by AOL please click here.
* Acceptable usage policy applies.
