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What is Virgin Mobile's traffic management policy?

 

What is traffic management?

Traffic management is typically used in networks to lower the speeds of a minority of heavy users to ensure that it doesn’t impact the experience of everyone.

 

Do Virgin Mobile use traffic management?

Customers on 4G plans are not subjected to any traffic management policies.

See our Key Facts Indicator document for more details.

 

What speeds can I get on 4G?

Currently you'll be able to get up to 85Mbps download and 35Mbps upload on our network.

On average you can expect to get around 37Mbps download and 13Mbps upload on our network.

 

What might cause me not to get these speeds?

It may not always be possible to achieve these speeds.

Mobile data is delivered over the air, and as such is subject to line-of-sight considerations, such as buildings, trees, even the weather.

4G speeds depend on what device you’re using and how close you are to a 4G mast, congestion of cell towers can also play a factor.


Do I get full speed if I consume my entire data allowance?

Yes, if you use up your monthly data allowance you'll continue to get full speed data, but will be subject to data add-on costs or out-of-bundle charges.

 

What does Video Optimisation mean?

Video Optimisation works by delivering video at a data rate just above the rate required for playing that video, streaming the same content at a gentler pace while ensuring smooth playback at the best suitable quality for your connection speed. This also means quicker video loading times and less buffering on your device.<

The primary purpose of this is to enhance the mobile video experience for you while delivering videos most efficiently through our network. You can still watch HD videos when streaming and up to 4K on 4K capable devices.

 

Why do Virgin Mobile block certain content?

We’re required by law to block certain content, meaning you can’t access certain websites or servers using our mobile service.

Blocking access is something that we only do when absolutely necessary. We also implement other reasonable traffic management measures in order to ensure the integrity and security of our networks and make parental controls available to you.

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 Parental Controls switched on, we will restrict access to sites containing adult material
  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


What personal data do we process?

The types of personal data processed due to site blocking and use of parental controls 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.

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.

 

What can I do if I’m unhappy with the speeds I am getting?

Give our team a call on 789 from your Virgin mobile phone, or 0345 6000 789 ° from any other phone.

Remedies: If you have experienced a problem with Virgin Mobile caused by our failure to exercise reasonable care and skill in providing Virgin Mobile to you then legal remedies are available including the right to request a price reduction by an appropriate amount. For more information about when legal remedies are available to you visit citizensadvice.org.uk

 

°Please note standard charges apply, please check with your network operator for rates

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