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Our broadband speeds explained

 

We understand your need for speed, which is why we aim to deliver ultrafast speeds you can rely on. We’ve put together all the facts, figures and FAQs to back up our claims so you can see exactly what you’re getting.

 

Our estimated broadband speeds

To make our broadband speeds crystal clear, we’ve set them out in a handy table. These estimated speeds apply to all new customers who buy our broadband services, and to existing customers who change their broadband services, on or after February 28th 2019.

 

 

Download Speeds

Upload Speeds

Product Advertised Speed* Expected Speed Range** Minimum Guaranteed Download Speed  Advertised Speed* Expected Speed Range**
M50 54 Mbps 53 - 55 Mbps 27 Mbps 5 Mbps 5 Mbps
M100 108 Mbps 108 - 111 Mbps 54 Mbps 10 Mbps 10 Mbps
M200 213 Mbps 207 - 219 Mbps 107 Mbps 20 Mbps 18 - 21 Mbps
M350 362 Mbps 342 - 379 Mbps 181 Mbps 36 Mbps 35 - 37 Mbps
M500 516 Mbps 404 - 521 Mbps 258 Mbps 36 Mbps 35 - 37 Mbps
Gig1 Fibre Broadband 1104 Mbps 1021 - 1149 Mbps 552 Mbps 52 Mbps 47 - 52 Mbps

* The advertised download and upload speeds for our Virgin Fibre packages are calculated by taking the median average, or the mid-point between the fastest and slowest speeds for each package at peak times (8-10pm), each month. This is in line with the Advertising Standards Authority’s (ASA) guidance.

** The expected speed range is the normal download and upload speed that you could expect at peak times (8-10pm, Monday-Sunday). This is in line with Ofcom’s guidance.

 

Our advertised speeds

The advertised download and upload speeds for our broadband packages are average speeds, calculated by taking the mid-point between the fastest and slowest speeds for each package at peak times (8-10pm). We’ve done this in line with the Advertising Standards Authority’s (ASA) guidance.

As these are average speeds, they’re not guaranteed.

 

Normally available speed range

The ‘normally available speed range’ is the download and upload speed that you can expect your Virgin Media Hub to get at peak times (8-10pm, Monday-Sunday). This is in line with Ofcom’s Voluntary Code of Practice for Better Broadband Speed Information, which we’ve signed up to. 

The data for our advertised and normally available speeds comes from a broadband measurement panel made up of our real customers spread out across our network. Powered by SamKnows, we run millions of tests a month to understand how our broadband is performing.

 

Things that may affect broadband speeds

The actual speed you experience can be lower than estimated. Broadband speeds may be affected by things we can’t control – like the use of WiFi, the device you’re using, the wiring in your building and the number of users online and accessing a particular website. Also, at peak times, high usage e.g. during major sporting events, may cause congestion.

 

Our minimum download speed guarantee

The actual speed of your service may vary, but for new customers and existing customers who change their broadband services on or after 28th February 2019, we now provide a minimum download speed guarantee to your Virgin Media Hub. This is 50% of the advertised speed for your broadband service on the date you placed your order.

Our current advertised speeds are listed in the table above. You’ll need to keep your Hub plugged in and switched on for us to get speed information from it. The minimum download speed guarantee does not apply to outages.

 

The right to end your contract

If the download speeds to your Virgin Media Hub falls below our minimum download speed guarantee for three consecutive days (continuously or intermittently) and we’re unable to fix the problem within 30 days, you may be able to leave your contract without paying an early disconnection fee. That goes for new customers, or existing customers who change their broadband services on or after 28th February 2019.

 

Traffic Management

We don’t use traffic management, meaning you can download and upload as much as you like without traffic management slowing you down. The exception to this is for customers that have agreed to a limit on their broadband usage.

We do have other reasonable traffic management measures across our network in order to meet our legal obligations, maintain the integrity and security of our networks, give you parental controls and provide you with the services you've asked us to.

For more details on our traffic management and other reasonable traffic management measures, please go to virginmedia.com/traffic.

 

Speed you can rely on

Great internet experiences can move you, but only when your connection is truly great. Our cable’s thicker copper core combined with quality insulation allows us to deliver average speeds of 362Mbps on our top tier, M350.

We own the entire network to your home which means we can measure the reliability of your connection from beginning to end – including your Virgin Media Hub.

Check out our handy table below to see how reliable our entire network has been.

 

Time period
Reliability
June 2019 99.96%

   

Applies to existing customers who re-contract with us on or after 28th February 2019
 
 

Download Speeds

Upload Speeds

Product Advertised Speed* Expected Speed Range** Minimum Guaranteed Speed Advertised Speed* Expected Speed Range**
M20 20 Mbps 20 - 22 Mbps 10 Mbps 2 Mbps 2 Mbps
M70 70 Mbps 74 - 77 Mbps 35 Mbps 5 Mbps 5 Mbps
M150 150 Mbps
158 - 164Mbps 75 Mbps 10 Mbps 10 Mbps


* The advertised download and upload speeds for our Virgin Fibre packages are calculated by taking the median average, or the mid-point between the fastest and slowest speeds for each package at peak times (8-10pm), each month. This is in line with the Advertising Standards Authority’s (ASA) guidance.

** The expected speed range is the normal download and upload speed that you could expect at peak times (8-10pm, Monday-Sunday). This is in line with Ofcom’s guidance.

 

Mobile/Desktop only wrapper - from Extra small breakpoint - to Medium breakpoint

Our broadband speeds explained

We understand your need for speed, which is why we aim to deliver ultrafast speeds you can rely on. We’ve put together all the facts, figures and FAQs to back up our claims so you can see exactly what you’re getting.

Our estimated broadband speeds

To make our broadband speeds crystal clear, we’ve set them out in a handy table. These estimated speeds apply to all new customers who buy our broadband services, and to existing customers who change their broadband services, on or after February 28th 2019.

 

Download Speeds

Upload Speeds

Product Advertised Speed* Expected Speed Range** Minimum Guaranteed Download Speed  Advertised Speed* Expected Speed Range**
M50 54 Mbps 53 - 55 Mbps 27 Mbps 5 Mbps 5 Mbps
M100 108 Mbps 108 - 111 Mbps 54 Mbps 10 Mbps 10 Mbps
M200 213 Mbps 208 - 219 Mbps 107 Mbps 20 Mbps 16 - 21 Mbps
M350 362 Mbps 342 - 379 Mbps 181 Mbps 36 Mbps 35 - 37 Mbps
M500 516 Mbps 405 - 521 Mbps 258 Mbps 36 Mbps 36 - 37 Mbps
Gig1 Fibre Broadband 1104 Mbps 935 - 1137 Mbps 552 Mbps 52 Mbps 46 - 52 Mbps

* The advertised download and upload speeds for our Virgin Fibre packages are calculated by taking the median average, or the mid-point between the fastest and slowest speeds for each package at peak times (8-10pm), each month. This is in line with the Advertising Standards Authority’s (ASA) guidance.

** The expected speed range is the normal download and upload speed that you could expect at peak times (8-10pm, Monday-Sunday). This is in line with Ofcom’s guidance.

Our advertised speeds

The advertised download and upload speeds for our broadband packages are average speeds, calculated by taking the mid-point between the fastest and slowest speeds for each package at peak times (8-10pm). We’ve done this in line with the Advertising Standards Authority’s (ASA) guidance.

As these are average speeds, they’re not guaranteed.

Normally available speed range

The ‘normally available speed range’ is the download and upload speed that you can expect your Virgin Media Hub to get at peak times (8-10pm, Monday-Sunday). This is in line with Ofcom’s Voluntary Code of Practice for Better Broadband Speed Information, which we’ve signed up to. 

The data for our advertised and normally available speeds comes from a broadband measurement panel made up of our real customers spread out across our network. Powered by SamKnows, we run millions of tests a month to understand how our broadband is performing.

Things that may affect broadband speeds

The actual speed you experience can be lower than estimated. Broadband speeds may be affected by things we can’t control – like the use of WiFi, the device you’re using, the wiring in your building and the number of users online and accessing a particular website. Also, at peak times, high usage e.g. during major sporting events, may cause congestion.

Our minimum download speed guarantee

The actual speed of your service may vary, but for new customers and existing customers who change their broadband services on or after 28th February 2019, we now provide a minimum download speed guarantee to your Virgin Media Hub. This is 50% of the advertised speed for your broadband service on the date you placed your order.

Our current advertised speeds are listed in the table above. You’ll need to keep your Hub plugged in and switched on for us to get speed information from it. The minimum download speed guarantee does not apply to outages.

The right to end your contract

If the download speeds to your Virgin Media Hub falls below our minimum download speed guarantee for three consecutive days (continuously or intermittently) and we’re unable to fix the problem within 30 days, you may be able to leave your contract without paying an early disconnection fee. That goes for new customers, or existing customers who change their broadband services on or after 28th February 2019.

Traffic Management

We don’t use traffic management, meaning you can download and upload as much as you like without traffic management slowing you down. The exception to this is for customers that have agreed to a limit on their broadband usage.

We do have other reasonable traffic management measures across our network in order to meet our legal obligations, maintain the integrity and security of our networks, give you parental controls and provide you with the services you've asked us to.

For more details on our traffic management and other reasonable traffic management measures, please go to virginmedia.com/traffic.

Speed you can rely on

Great internet experiences can move you, but only when your connection is truly great. Our cable’s thicker copper core combined with quality insulation allows us to deliver average speeds of 362Mbps on our top tier, M350.

We own the entire network to your home which means we can measure the reliability of your connection from beginning to end – including your Virgin Media Hub.

Check out our handy table below to see how reliable our entire network has been.

Time period
Reliability
June 2019 99.96%

   

Applies to existing customers who re-contract with us on or after 28th February 2019
 
 

Download Speeds

Upload Speeds

Product Advertised Speed* Expected Speed Range** Minimum Guaranteed Speed Advertised Speed* Expected Speed Range**
M20 20 Mbps 20 - 22 Mbps 10 Mbps 2 Mbps 2 Mbps
M70 70 Mbps 74 - 77 Mbps 35 Mbps 5 Mbps 5 Mbps
M150 150 Mbps
158 - 164Mbps 75 Mbps 10 Mbps 10 Mbps


* The advertised download and upload speeds for our Virgin Fibre packages are calculated by taking the median average, or the mid-point between the fastest and slowest speeds for each package at peak times (8-10pm), each month. This is in line with the Advertising Standards Authority’s (ASA) guidance.

** The expected speed range is the normal download and upload speed that you could expect at peak times (8-10pm, Monday-Sunday). This is in line with Ofcom’s guidance.

 

Mobile/Desktop only wrapper - from Medium breakpoint - to Large breakpoint

Our broadband speeds explained

 

We understand your need for speed, which is why we aim to deliver ultrafast speeds you can rely on. We’ve put together all the facts, figures and FAQs to back up our claims so you can see exactly what you’re getting.

 

Our estimated broadband speeds

To make our broadband speeds crystal clear, we’ve set them out in a handy table. These estimated speeds apply to all new customers who buy our broadband services, and to existing customers who change their broadband services, on or after February 28th 2019.

 

 

Download Speeds

Upload Speeds

Product Advertised Speed* Expected Speed Range** Minimum Guaranteed Download Speed  Advertised Speed* Expected Speed Range**
M50 54 Mbps 53 - 55 Mbps 27 Mbps 5 Mbps 5 Mbps
M100 108 Mbps 108 - 111 Mbps 54 Mbps 10 Mbps 10 Mbps
M200 213 Mbps 208 - 219 Mbps 107 Mbps 20 Mbps 16 - 21 Mbps
M350 362 Mbps 342 - 379 Mbps 181 Mbps 36 Mbps 35 - 37 Mbps
M500 516 Mbps 405 - 521 Mbps 258 Mbps 36 Mbps 36 - 37 Mbps
Gig1 Fibre Broadband 1104 Mbps 935 - 1137 Mbps 552 Mbps 52 Mbps 46 - 52 Mbps

* The advertised download and upload speeds for our Virgin Fibre packages are calculated by taking the median average, or the mid-point between the fastest and slowest speeds for each package at peak times (8-10pm), each month. This is in line with the Advertising Standards Authority’s (ASA) guidance.

** The expected speed range is the normal download and upload speed that you could expect at peak times (8-10pm, Monday-Sunday). This is in line with Ofcom’s guidance.

 

Our advertised speeds

The advertised download and upload speeds for our broadband packages are average speeds, calculated by taking the mid-point between the fastest and slowest speeds for each package at peak times (8-10pm). We’ve done this in line with the Advertising Standards Authority’s (ASA) guidance.

As these are average speeds, they’re not guaranteed.

 

Normally available speed range

The ‘normally available speed range’ is the download and upload speed that you can expect your Virgin Media Hub to get at peak times (8-10pm, Monday-Sunday). This is in line with Ofcom’s Voluntary Code of Practice for Better Broadband Speed Information, which we’ve signed up to. 

The data for our advertised and normally available speeds comes from a broadband measurement panel made up of our real customers spread out across our network. Powered by SamKnows, we run millions of tests a month to understand how our broadband is performing.

 

Things that may affect broadband speeds

The actual speed you experience can be lower than estimated. Broadband speeds may be affected by things we can’t control – like the use of WiFi, the device you’re using, the wiring in your building and the number of users online and accessing a particular website. Also, at peak times, high usage e.g. during major sporting events, may cause congestion.

 

Our minimum download speed guarantee

The actual speed of your service may vary, but for new customers and existing customers who change their broadband services on or after 28th February 2019, we now provide a minimum download speed guarantee to your Virgin Media Hub. This is 50% of the advertised speed for your broadband service on the date you placed your order.

Our current advertised speeds are listed in the table above. You’ll need to keep your Hub plugged in and switched on for us to get speed information from it. The minimum download speed guarantee does not apply to outages.

 

The right to end your contract

If the download speeds to your Virgin Media Hub falls below our minimum download speed guarantee for three consecutive days (continuously or intermittently) and we’re unable to fix the problem within 30 days, you may be able to leave your contract without paying an early disconnection fee. That goes for new customers, or existing customers who change their broadband services on or after 28th February 2019.

 

Traffic Management

We don’t use traffic management, meaning you can download and upload as much as you like without traffic management slowing you down. The exception to this is for customers that have agreed to a limit on their broadband usage.

We do have other reasonable traffic management measures across our network in order to meet our legal obligations, maintain the integrity and security of our networks, give you parental controls and provide you with the services you've asked us to.

For more details on our traffic management and other reasonable traffic management measures, please go to virginmedia.com/traffic.

 

Speed you can rely on

Great internet experiences can move you, but only when your connection is truly great. Our cable’s thicker copper core combined with quality insulation allows us to deliver average speeds of 362Mbps on our top tier, M350.

We own the entire network to your home which means we can measure the reliability of your connection from beginning to end – including your Virgin Media Hub.

Check out our handy table below to see how reliable our entire network has been.

 

Time period
Reliability
June 2019 99.96%

   

Applies to existing customers who re-contract with us on or after 28th February 2019
 
 

Download Speeds

Upload Speeds

Product Advertised Speed* Expected Speed Range** Minimum Guaranteed Speed Advertised Speed* Expected Speed Range**
M20 20 Mbps 20 - 22 Mbps 10 Mbps 2 Mbps 2 Mbps
M70 70 Mbps 74 - 77 Mbps 35 Mbps 5 Mbps 5 Mbps
M150 150 Mbps
158 - 164 Mbps 75 Mbps 10 Mbps 10 Mbps


* The advertised download and upload speeds for our Virgin Fibre packages are calculated by taking the median average, or the mid-point between the fastest and slowest speeds for each package at peak times (8-10pm), each month. This is in line with the Advertising Standards Authority’s (ASA) guidance.

** The expected speed range is the normal download and upload speed that you could expect at peak times (8-10pm, Monday-Sunday). This is in line with Ofcom’s guidance.

 

 

More broadband products

Average download
speed of 54Mbps
 

Average download
speed of 362Mbps
 

Average download
speed of 108Mbps
 

Average download
speed of 516Mbps
 

Average download
speed of 213Mbps
 

Average download
speed of 1104Mbps
 

    

 

FAQs

 

Ofcom Speed Code Information

 

Starting from 1st March 2019, we’ve signed up to a new, voluntary code of practice to make sure we’re giving you transparent, realistic info about the speed you are likely to get when you use our broadband services. This covers the things that may affect the speed you’re getting, as well as how to end your contract without penalty if you’re getting speeds below our minimum download speed guarantee.

 

Ofcom’s Voluntary Code of Practice for Better Broadband Speed Information

You can find a copy of Ofcom’s customer guide to the Residential and Business Codes on the Ofcom website here.

 

The new voluntary code will apply to all new broadband customers that join us, or existing customers that re-contract or change their broadband services on or after 28th February 2019.

 

Broadband Speed Information

 

All of our broadband services are suitable for:

•         Web browsing

•         HD streaming

•         Voice over IP

•         Online gaming

•         Video calling

For Ultra HD streaming to a TV we recommend having a broadband service that has an advertised download speed of at least 30Mbps.

All of our broadband services are capable of achieving our advertised download and upload speeds, but the actual speeds you experience in your home may vary, particularly at peak times. This is why we’ve agreed under the Voluntary Ofcom Speed Code to give you some additional broadband speed info. In particular, we’ll now provide new and re-contracting broadband customers with an estimated, normally available (peak time) speed range and for peace of mind, a minimum download speed guarantee.

This is an estimated range of download and upload speeds you can expect to get to your Virgin Media Hub at peak times (8-10pm, Monday-Sunday).

With help from the experts at SamKnows, we’re given measurements that let us show you our broadband speeds, as required under Ofcom’s Voluntary Speed Code. Every Virgin Media Hub has the SamKnows measurement tech inside it, meaning we get a good picture of broadband speeds across our network and can provide you with all the speed information we need to under the Code, including an estimated speed range and minimum guaranteed download speed (this needs to be at least 50% of our advertised speeds).

The technical bit:

A subset of Hubs with SamKnows measurement tech are configured to run download and upload speed tests during peak hours (8-10pm). Each speed test uses three concurrent TCP connections and measures speed to a cluster of test servers located in a major London datacenter, outside Virgin Media's network. The sample of Hubs is no fewer than 3 lines per Virgin Media broadband service, across at least 250 of our local aggregation hubs (called a CMTS).

The actual speeds you get can vary from the advertised speed of your product, particularly at peak times. Broadband speeds may be affected by things we can’t control – like the use of WiFi, the device you’re using, the wiring in your home and the number of users online and accessing a particular website. Also, at peak times, high usage, e.g. during major sporting events, may cause congestion.

If the actual download speed provided from our network to your Virgin Media Hub falls below the minimum guaranteed download speed (which is 50% of the advertised speed for your broadband service on the date you placed your order), and this happens for 3 consecutive days or more (whether continuously or intermittently during the day) and we are unable to fix the problem, you may be able to leave your contract without paying an early disconnection fee.  You need to contact us if you have a speed problem via the contact us page.

Once our speeds have reached your Hub, a number of things may affect your broadband speeds outside of our control. This can include your use of Wifi, the device you’re using and the wiring in your building. To help you get the most out of your in-home WiFi, and fix some of your WiFi issues, check out our help pages.

We’ve put together a handy guide on how to check your broadband performance with some great tips to make sure you’re getting the most from your service. You can find it here: Checking your Virgin Media broadband performance.

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

Our retail stores and kiosks aren’t able to help with speed related faults. Instead, drop us a line on our 'Contact Us' page. Just so you know, our fault agents will need to perform checks to try to fix the fault, so you’ll need to be at home for this.

 

Right to Cancel

 

If you’re having speed issues and we haven’t been able to fix things on our call with you, we’ll set up a few scheduled speed tests for your Hub, beginning on the day after you told us about the problem. You won’t have to do anything – but it’s worth knowing that we’ll only run these tests if we detect you’re not using the connection for anything else.

We’ll let  you know the results as soon as possible after we’ve finished the tests.

 

If the actual download speed you received to your Virgin Media Hub during the test period falls below our ‘minimum guaranteed download speed’ for 3 days in a row (continuously or intermittently), we’ll confirm that there’s a speed fault, and if we can’t fix the issue within 30 days of your report, you may be eligible to leave us without paying an early disconnection fees.

Don’t forget, our minimum guaranteed download speed is to your Virgin Media Hub, not the device you’re using WiFi on. Even when using a wired connection, some older devices might not support our fastest speeds.

We’ll always contact you by email at the end of the 30-day period to let you know what’s happening, and ask you to contact our customer service team to talk through your options.

You can read more about ending your contract in Section N of the terms and conditions. If we don’t provide the ‘minimum guaranteed download speed’ as set out above (i.e. we have not remedied the speed problem within 30 days of your notifying us or we cannot address the problem) then we’ll offer you the opportunity to end your contract immediately, without an early disconnection fee.  In exceptional circumstances (for example where you cancel technician visits or miss appointments) we may extend the 30 days but we’ll always discuss this with you beforehand.

Once you report a speed issue to us, we’ll perform checks to try to fix the fault. You need to keep your Virgin Media Hub plugged in, switched on and set to enable us to get speed information from it, which will help us diagnose any problems. We’ll keep you informed every step of the way and within 30 days of you reporting the speed issue to us, we’ll let you know whether we’ve found a speed issue, and if we’ve been able to fix it. If we haven’t been able to sort it in 30 days, we’ll give you the right to end your contract without paying an early disconnection fee.

No, of course not! We really want you to stay. If you decide to stay with us, there may be some other options available to you, which we’ll discuss at the time. 

You have 30 days from the day we write to confirm your right to end your contract without paying an early disconnection fee, either to take up the offer or choose a different option. After this, your right to end your contract without paying an early disconnection fee will expire.

If you’ve allowed your right to cancel to expire and haven’t taken up any other option we’ve offered you but are still experiencing speed problems, you should contact us again via the contact us page.

Get helpful advice from the friendly community at our forums and find out how to get in touch with us via contact us page.

 

Hows this for the trophy cabinet?

 

 

With us, you can rest assured that you're with the fastest widely available broadband provider in the land... but you don't have to take our word for it - uSwitch agree...