Our WiFi Guarantee
Introducing our WiFi guarantee with WiFi Max - enjoy download speeds of at least 20Mbps in every room or get £100 bill credit.
Want to know more?
WiFi Max brings you our WiFi guarantee backed up by our Intelligent WiFi service and signal-boosting mesh WiFi Pods at no extra cost with Gig1 Fibre Broadband, Ultimate Oomph and our Volt packages, or for £8 a month with one of our M50 to M500 packages without Volt.
If you’ve got Gig1 Fibre Broadband, Ultimate Oomph or one of our Volt packages, you can place an eligible order for your first mesh WiFi Pod on the Virgin Media Connect app. Or if we find there are no faults with your broadband service, but you’re still experiencing slow speeds, you can order a WiFi Pod online – just run a test on your services first.
If you’re adding WiFi Max with one of our M50 to M500 packages without Volt via the routes above, we’ll provide your first WiFi Pod automatically once your order’s been confirmed.
If you need a second or third Pod, sign in to My Virgin Media, click on Your Package and follow the steps in the WiFi Max tab.
You can also order WiFi Max or get a second or third WiFi Pod, through one of our accessible contact options, if you need to use these.
More on accessibility contact options
If you already have Intelligent WiFi Plus, we’ll move you over to WiFi Max automatically – you won’t need to do a thing. And if you’ve got Gig1 Fibre Broadband, Ultimate Oomph or a Volt bundle, you’ll get it at no extra cost.
If you already have Intelligent WiFi Plus with any of our other broadband packages, you’ll continue to pay £5 a month for WiFi Max. We’ll send you an email about this – once you’ve received it, you’ll be moved over to WiFi Max within a month or so.
We may ask you to do a super-easy online broadband speed test, and to answer a few questions so we know we’re giving you what’s right for your needs.
If you live in one of our new network expansion areas, you might not be able to get WiFi Max. We’re sorry about that, and we’ll let you know if it’s the case when you place your order.
You can run a speed test at any time using our free Virgin Media Connect app. Make sure you’re not connected to a VPN when you’re testing, as this’ll affect your results. It’s also worth checking for issues with your broadband service if your speeds are slow.
Find out more about the Connect app
You can also check your broadband service for issues online, which we can help fix. If we find there are no faults with your broadband service, and you’re still experiencing slow speeds, you’ll be able to order a WiFi Pod online.
Alternatively, if you need to get in touch using one of our accessible contact options, find out more below.
If you’re not getting download speeds of at least 20Mbps in every room with one WiFi Pod, you can request a second or third by signing in to My Virgin Media, clicking on Your Package and following the steps in the WiFi Max tab.
You can also reach our Care team using one of our accessible contact options. We’ll figure out where you need better WiFi signal and if an extra mesh WiFi Pod will help.
More on accessibility contact options
If you still don’t get download speeds of at least 20Mbps in every room after installing a third mesh WiFi Pod, sign in to My Virgin Media and follow the steps above to let us know.
We might send a technician round to make sure the mesh WiFi Pods are set up to give you the strongest possible connection.
And if they still can’t solve the problem for you, we’ll add a one-off £100 credit on your next bill.
If you’ve checked your WiFi speed on the Virgin Media Connect app and still don’t get download speeds of at least 20Mbps in every room after installing a third mesh WiFi Pod, sign in to My Virgin Media, click on Your Package and follow the steps in the WiFi Max tab.
Alternatively, if you need to get in touch using one of our accessible contact options, find out more below.
More on accessibility contact options
We’ll look into the problem for you, which might include remote line testing or sending out a technician, and they’ll add a one-off £100 credit on your next bill if they still can’t solve it.
If you already have Intelligent WiFi Plus, we’ll move you over to WiFi Max automatically – you won’t need to do a thing. And if you’ve got Gig1 Fibre Broadband, Ultimate Oomph or a Volt package, you’ll get it at no extra cost. On any of our other packages, you’ll continue to pay £5 a month. We’ll send you an email about this – once you’ve received it, you’ll be moved over to WiFi Max within a month or so.
On this date, you’ll get a statement of contract change to show we’ve moved you over. It’ll also tell you the date our WiFi Max Legal Stuff will apply to your service.
The legal stuff
WiFi Guarantee with WiFi Max
Available to Virgin Media residential broadband customers on M50 broadband or faster provided you are not taking services in any of our 2022/2023 network expansion areas. Existing Intelligent WiFi Plus customers will be individually informed when they are moved to WiFi Max. £8 a month add-on or at no extra cost for Ultimate Oomph, Gig1 and Volt customers. WiFi Max is only available to order once your Virgin Media broadband service has been activated. If you don’t get download speeds of at least 20Mbps in every room, if needed we’ll provide up to 3 WiFi Pods. If that still doesn’t do the trick we’ll give you a one-off credit of £100 off your next bill. Guarantee and eligibility for pods does not cover broadband faults or network outages. Pods subject to stock availability, require self-installation via QuickStart and can be delivered via Click & Collect or optional home delivery (£5 delivery charge may apply). Customers taking WiFi Max as an add-on can cancel WiFi Max at any time by providing 30 days’ notice. Improved WiFi performance compared to use without pods. Home environment, device limitations, number of users and time of day may affect WiFi performance. User speed varies and depends on Pod/Hub location, as well as broadband package choice. Equipment remains property of Virgin Media. Exclusions and further terms apply.