What is Virgin Media's broadband traffic management policy?

Last updated: June 1, 2018

What is our traffic management policy?

Great news! After listening to your feedback, we’ve decided to stop applying traffic management to your download or upload activity. No matter which broadband service you take from us, we won’t reduce your speed. So now you can download and upload as much as you like without worrying about traffic management measures slowing you down.

See how traffic management measures apply to your broadband service with our Traffic Management Key Facts Indicator documents:

  • For our unlimited broadband services, click here
  • For Fibre 20 with a 30 GB data cap, click here

If you can’t remember which broadband service you’re on you can find these details on your bill. If you're an eBilling customer and view your bills online, just sign in to your My Virgin Media account and select My Bills. If you can't remember your username or password, see Managing your Broadband, TV and Phone account with My Virgin Media.

If you receive a paper bill you can find details of your broadband service on page 2.

We implement some other reasonable traffic management measures across our network in order to comply with our legal obligations, ensure the integrity and security of our networks, make parental controls available to you and to provide you with the services you have asked us to provide. In particular:

  1. We may block access to child abuse material and websites that the Courts have ordered us to block. You can find out more by reading Why do we block certain content?
  2. If you have Web Safe switched on, then depending on what you have chosen to apply to your service, we will attempt to block: (a) websites which are inappropriate for children (Child Safe); and/or (b) websites that may be fraudulent or contain viruses. You can find out more by reading Web Safe
  3. In order to preserve the integrity and security of our network, we use DDoS detection and mitigation technology, and in the case of a suspected attack, we will attempt to screen out malicious traffic
  4. We monitor usage to identify your total volumes of data usage (but not specific applications or content). Where we have agreed with you to provide volume based billing we may use reasonable traffic management to enforce any agreed caps on data usage
  5. We use a number of load balancers in our datacentres to balance traffic and provide you with the best possible service that we can

The types of personal data processed due to site blocking and use of Web Safe are customer IP addresses, which are necessary to process in order to block the website and serve a page informing you that the requested page has been blocked.

No personal data is being processed for DDoS mitigation and load balancing.

We monitor usage to identify a customer’s total volumes of data usage but not specific applications or content. The only personal data processed are customer IP addresses and total data usage.

Virgin Media operates a robust data governance programme with dedicated legal and compliance data protection and information security resources that advise on and monitor compliance with applicable law and policy, including safeguards. These safeguards and other measures help to ensure that Virgin Media’s processing of personal data adheres to all of the guiding principles of data protection law, such as minimisation of collection, fair and lawful use, retention limitations and appropriate technical and organisational measures.

We monitor the performance of our network using a panel of real Virgin Media customers. You can find out all the stats, figures and FAQs about Virgin Media’s speeds from virginmedia.com/ourspeeds

Of course, lots of different factors may affect the speeds you get. We’ve put together a handy guide to checking your broadband performance with some tips on how to ensure you’re getting the most out of your service. You can find it here Checking your Virgin Media broadband performance.

If you are still not happy with the speeds you are getting, then you can find more advice and details of how to troubleshoot your connection here.

 

 


Need more help


    Ask our community

  • Helpful, friendly forums
  • Packed with tips and advice
  • Staffed by Virgin Media

   


    Contact us

  • Talk to one of our friendly agents
  • Safe and secure
  • Free from Virgin Media phones or mobile