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Keeping you up to speed
 

Nobody welcomes a price rise, but it’s essential we continue to invest in our technology, so you can keep doing the things you need to do – and love to do – on all your devices. Last year, we worked hard to give you a better experience with us,

improving our network capabilities and fixing faults. And we’re not stopping there.

We have committed to investing £10 billion over the next five years, with plans to upgrade our entire fixed network to full fibre to the premises by 2028.

We hope you’ll carry on enjoying your services with us. But if you decide not to, you can find information about changing or cancelling your package at the bottom of this page.

Your price increase is outlined in the letter or email we sent you.



How we’re giving you more
 


 

Service and repairs at no extra cost

With us, peace of mind comes as standard. So, if your Virgin Media kit needs repairing, we’ll get you video calling, emailing and file sharing again as quickly as possible, at no extra charge.

 


 

Ultrafast speeds you can rely on

Our network is 99.98% reliable – which means you can do all the things you love doing online, uninterrupted.



 


 

Upgrading our network

We’re continually investing in our fibre network to deliver even more consistent and reliable speeds. So, customers can sit back and let the good stuff flow.


 


 



How we compare with BT and Sky on broadband speed and TV

 

Broadband
We've now rolled out Gig1 Fibre Broadband across our entire network - with speeds of up to 1,130MBps
Virgin TV Go app
Catch must see matches, more than 100 live TV channels or your favourite TV Box Set on the go, or at home in another room
Repairs
Ofcom reports that, on average, we repair total loss of service faults within 24 hours
 
1 in 5 customers can get their top speed of 900Mbps BT
Up to 56 channels on
the BT TV app
3x as long on average to fix

 

1 in 5 customers can get their top speed of 900Mbps

SKY
Up to 73 channels on Sky Go
2x as long on average to fix


 



What happens next?

We hope you’ll carry on enjoying your services with us. But if you decide not to, you can change or cancel your package at any time before the date stated on your email or letter, without paying any cancellation fees.
Simply call us on 0800 052 2001.
 



The legal stuff

BT & Sky 1 in 5 customers can get top speed of 900 Mbps: For verification, see Openreach H1 FY22 KPI Report: https://www.bt.com/bt-plc/assets/documents/investors/financial-reporting-and-news/quarterly-results/2021-22/q2/q2-21-kpis.pdf.

We repair total loss of service faults within 24 hours and BT & Sky comparison figures:
For verification, see ‘Comparing customer service: mobile, home broadband and landline’ report published May 2021: https://www.ofcom.org.uk/__data/assets/pdf_file/0027/218655/comparing-service-quality-2020.pdf

General:
Services, content and features are variable and depend on your chosen subscriptions. You may lose any current discounts you have if you change your package. Information and prices correct as at date of publication. Actual speed of your broadband might vary from the speed advertised. For more info on why, see, virginmedia.com/ourspeeds.

Reliability:
99.98% average network uptime (based on measurements from customers’ Hubs across the Virgin Media network, March 2020–March 2021).

UK's fastest widely available broadband:
Virgin Media Gig1 Fibre Broadband (avg 1130Mbps) vs widely available provider download speeds, for verification see virginmedia.com/fast. Use our postcode checker to see if available in your area yet.

Inclusive service/repair: Excludes misuse/mistreatment and accidental or wilful damage. Equipment remains property of Virgin Media.

TV Go App:
Content available to view depends on TV package. Not all channels/content from relevant pack available. Box Sets are only available with selected TV packs. Live streaming and On Demand requires broadband/WiFi or 3G/4G access. UK only Access via PC, Mac or TV Go App (selected iOS devices and Android™ devices only). Maximum 4 registered compatible devices per account. Only one device can watch TV at a time.