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What are Virgin Media Oomph Bundles?


All of our bundles can now be upgraded to an Oomph bundle. This increases the speed of your fibre and includes a superfast Virgin Mobile SIM. Oomph bundles also come with our new service promise to make sure you keep you connected.


What are the benefits of an Oomph bundle?

 

Superfast mobile

Superfast mobile

When you’re away from your WiFi, it’s good to have a connection that feels more like home. Oomph bundles come with a choice of a superfast 4G SIMs, including one with Truly Unlimited data. All SIMs come with unlimited minutes and texts and have faster 4G than Vodafone, Sky, O2 and Three on average. Our mobile signal also covers 99% of the population too.

 

Faster fibre

Faster fibre

Upgrading to an Oomph bundle cranks up the speed of your fibre, doubling it in most cases. This means you can get up to 5x faster broadband on average than Sky’s and BT's fastest widely available speeds. That's more reliable power for more of your household to browse, play and stream on more devices, all at the same time.

 

 

Personalised TV

Personalised TV 

Enjoy the best bits of the TV world together, including live TV, Catch Up, TV Box Sets, Netflix (if you subscribe), BT Sport and loads more - on your TV, tablet, mobile or laptop. And with Personal Picks, you can pick and mix the TV you love.

 

Our promise to you

Our promise to you

Oomph bundles come with our service promise, which means you’ll get access to a dedicated support team to make sure you’re getting the best from our service. And, because we want to keep you connected however we can, if your broadband ever goes down, we'll add Truly Unlimited data to all SIMs on your account.

 

FAQs

Yes, we’ll even get in touch with your current landline provider to make the switch as smooth as possible.

Hopefully everything goes smoothly, but if we can’t switch you over on the day we’ve told you, you may be entitled to compensation if it’s delayed beyond one working day.

For further information please see our Automatic Compensation Scheme.

To be entitled to compensation, there are some criteria you’ll need to meet:

• You’ll have to tell us within 30 days once you’ve switched successfully

• You’ll have to be switching to Virgin Media from another provider

• You’re not at fault for the delay in the switch

• Your current provider hasn’t unduly delayed the switch

If these criteria are met, we’ll:

• Pay you as a one-off credit

• Aim to pay successful claims within two working days

You’ll get a credit on your next bill. We’ll work out the amount by taking your monthly airtime plan cost, dividing it by the number of days in a month then multiplying by the number of days the switch is delayed. (Minimum credit is £3.)

For more information on compensation click here

 

Yes, we don’t want them to keep billing you! Once you have an install date from us, give your old provider a quick call to let them know you want to cancel your services. Most ask for 14 to 31 days’ notice, so we should be able to get you connected before your old services are switched off.

 

We do indeed! Because we own our entire network - unlike a lot of other providers - we're able to have all your services up and running on the same day. 

How long does the installation take?

Generally speaking, we ask you to allow around two hours, but in most cases we get it done much sooner.

Do I have to sign for the equipment?

Yes, but if you’re not available, someone aged 18 or over can instead. 

What if I have trouble with QuickStart self-installation?

We have a dedicated team to troubleshoot and guide you through each step of the set-up. If it’s not successful we will send an engineer out to you as soon as possible, free of charge.

Will you have to dig up my garden or driveway?

It depends on your property. If Virgin Media services have been installed previously, it is likely that we won’t have to. If not, we may need to do a small amount of digging in order to bring our network to you.

If you are unsure, we can arrange a pre-install engineer visit to have a look and discuss the process in advance.

My driveway has shared access, does this matter?

Yes, we will need you to provide us with some of your neighbours’ details (name, address, telephone number and email address) so we can get permission from them in the event that we need to do some digging.

Will you have to drill through the walls of my property?

If Virgin Media services haven’t been installed in the property before, we may have to do small amounts of drilling in order to feed our cable into the building. If you are unsure, we can arrange a pre-install engineer visit to take a look and discuss this with you in advance.

Do I need a satellite dish on the property?

No, all our services come down our special cable, which means your TV doesn’t get disrupted by bad weather.

I’ve had Virgin before but the cable has been cut, is that a problem?

Not at all – it just means you won’t be able to use our QuickStart self-install service. We’ll arrange for one of our engineers to come and set everything up for you instead.

How big will the box be?

Depending on the bundle you’ve chosen, your QuickStart pack can weigh up to 4.17kg and be up to 195mm x 220mm x 380mm – that’s slightly larger than a shoebox.

How long do I have to pick up my package from the collection point?

You’ll have 10 calendar days from your chosen collection date to pick up your snazzy QuickStart pack.

What do I need to bring with me to pick up my package?

You’ll need to bring the email and/or SMS message you received that includes your collection code. You will also need to take some form of ID, such as your passport or driver’s license. If someone else is collecting on your behalf, they will need the ID of the person who ordered it.

I’ve chosen home delivery, do I need to sign for my package?

You will need to be in on your chosen delivery date to sign for your Yodel parcel. If no one’s in, we’ll try to deliver it to a neighbour. Or if that doesn’t work, we’ll leave a card for you to get in touch and arrange a more convenient time.

How will I know when my package will be delivered?

On the morning your QuickStart pack is due to be delivered, your Yodel courier will give you an estimated 2-hour delivery slot via email and/or SMS message. Please bear in mind that the delivery window is an estimate and can’t be guaranteed.

How long does the installation take?

Generally speaking, we ask you to allow around two hours, but in most cases we get it done much sooner.

Do I have to sign for the equipment?

Yes, but if you’re not available, someone aged 18 or over can instead. 

What if I have trouble with QuickStart self-installation?

We have a dedicated team to troubleshoot and guide you through each step of the set-up. If it’s not successful we will send an engineer out to you as soon as possible, free of charge.

Will you have to dig up my garden or driveway?

It depends on your property. If Virgin Media services have been installed previously, it is likely that we won’t have to. If not, we may need to do a small amount of digging in order to bring our network to you.

If you are unsure, we can arrange a pre-install engineer visit to have a look and discuss the process in advance.

My driveway has shared access, does this matter?

Yes, we will need you to provide us with some of your neighbours’ details (name, address, telephone number and email address) so we can get permission from them in the event that we need to do some digging.

Will you have to drill through the walls of my property?

If Virgin Media services haven’t been installed in the property before, we may have to do small amounts of drilling in order to feed our cable into the building. If you are unsure, we can arrange a pre-install engineer visit to take a look and discuss this with you in advance.

Do I need a satellite dish on the property?

No, all our services come down our special cable, which means your TV doesn’t get disrupted by bad weather.

I’ve had Virgin before but the cable has been cut, is that a problem?

Not at all – it just means you won’t be able to use our QuickStart self-install service. We’ll arrange for one of our engineers to come and set everything up for you instead.

Unlimited Data Boost
 

Who is eligible for an unlimited data boost?

All Oomph bundle customers who experience a broadband fault resulting in a total loss of connectivity.

How many SIMs are entitled to the data boost?

All SIMs that you have on your Oomph  account are eligible for an unlimited data boost.

How long does my data boost last?

An unlimited data boost lasts for seven days.

If a fault is not fixed in seven days, will I be eligible to receive another unlimited data boost?

Yes. Around 96% of broadband faults are resolved within seven days. But if for any reason a technician hasn’t been able to resolve the issue, an additional boost will be added to the account upon request.
 

Next Day Engineer
 

Who is eligible for a next day engineer?

Anyone with the Ultimate Oomph bundle is eligible for the service.

When do I need to contact Virgin Media to ensure a next day appointment is available?

Call before 7pm Monday to Friday for a next day appointment. If you call on Saturday, the engineer will be booked for the following Monday.

Which time slots are available?

There are two, 8am-12pm or 12pm-4pm.

Am I entitled to compensation if I cannot book a next day engineer?

Occasionally, poor weather or illness may create unavoidable circumstances, so our next day engineer is not part of our automatic compensation scheme. However 99% of the time, an engineer can be with you the next day.

Will I always have an engineer sent out for all faults?

We’ll always try to fix any problems immediately, but if it’s not something we can solve remotely, we’ll send an engineer.


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