Virgin Media Broadband Review & Hub Router

Features
Hub Version	Hub 5x	Hub 5	Hub 4	Hub 3
Number of Antennae	7	7	7	5
2.4 GHz WiFi Band	3x3 11b/g/n/ax	3x3 11/b/g/n/ax	3x3 11/b/g/n	2x2 11/b/g/n
5 GHz WiFi Band	4x4 11ax	4x4 11ax	4x4 11ac	3x3 11ac
WiFi Spec	WiFi Version 6	WiFi Version 6	WiFi Version 5	WiFi Version 5
Dual Band	Yes	Yes	Yes	Yes
Network Connection	XGS-PON	DOCSIS 3.1	DOCSIS 3.1	DOCSIS 3.0
Ethernet	1x 10Gbps, 3x 1Gbps	1x 2.5Gbps, 3x 1Gbps	4x 1Gbps	4x 1Gbps
WPS Push Button	Yes	Yes	Yes	Yes
Guest Network Option	Yes	Yes	Yes	Yes
Auto tuning WiFi	Yes	Yes	Yes	Yes
Phone line socket	Yes	Yes	Yes	Yes
WiFi Pod Compatible	Yes	Yes	Yes	Yes

Virgin Media customer reviews

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1.0

519 reviews

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Package price

1.2/5
Customer service

0.8/5
Broadband speed

1.8/5
Overall satisfaction

0.7/5

Virgin Media broadband review
by tim

Avoid at all costs

Package price
0.5/5
Customer service
0.5/5
Broadband speed
0.5/5
Overall satisfaction
0.5/5

Review

Never even managed to get it installed - totally incompetent customer service staff who lie, stall and divert to waste hours (lots) of your time and don't actually provide any sort of solution to the problems that they create. After having my installation cancelled several times within 12 hours of the scheduled time and booking 2 days holiday unnecessarily, I cancelled our install and opted to go for a company with a better reputation. No amount of effort I put in to ensure that they'd be able to install made a whisper of different, then they'd promise to send a dongle to use in the meantime - 5 different people in their customer service over 4 weeks told me they were sending a dongle - nobody sent a single thing and nobody once actively informed me of anything. Virgin media could offer the best internet in the world for free, and I still would never deal with them again - honestly the worst experience I've ever had with a company anywhere in the world. The funniest thing is they wouldn't even allow me to make a complaint as I didn't have a live contract yet - Virgin Media are an absolute joke!

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Virgin Media broadband review
by Marc

Yep AVOID AVOID AVOID

Package price
0.5/5
Customer service
0.5/5
Broadband speed
0.5/5
Overall satisfaction
0.5/5

Review

I know it is a slight cliche to say this but I truly would not give any stars for this review and I encourage anyone thinking of using this service to NOT use Virgin Media. It is the 7th week now we have had no internet service. We have been told that the piping holding the cables has collapsed somehow (???) and they are going to come and lay a new cable. Today was the 5th time we waited for the engineer to turn up and again nobody came. It feels like the Customer Service folk are basically lying or do not know what they are saying. It is often the case when you call Customer Service they pass you around until someone creates a fake date when some fake engineers will turn up. So in essence it is a disaster. Its funny when it was working it was fine (the scores are for what it is now) but now there is a problem wirh the service they can not or will not deal with it. Luckily our contract has ended, we just joined Sky, instalation in a week with 400 odd new channels. Woohoo! Yep not as fast as Virgin but whats the use of fast broadband when it doesn't work for weeks on end! Oh and whilst we are waiting for Sky instalation we get full access to Sky Go the app. So yeah when one door closes etc.

Avoid avoid avoid VIRGIN MEDIA

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Virgin Media broadband review
by Rebecca Andrews

Would put zero if I could

Package price
0.5/5
Customer service
0.5/5
Broadband speed
0.5/5
Overall satisfaction
0.5/5

Review

Would be zero if I could put it. Absolute worst service provider I have ever dealt with. Had it installed and the 20th September and have not had one week of straight service. Had a whole month of no TV service. My partner has had to miss multiple days of work due to no internet and working from home and it is putting his job at risk, not to mention the financial hit we've had to take for him not getting paid as he is not able to work. I would stay very clear because they have a different issue and excuse every week and 6 weeks in still have an outage every week that takes at least 24 hours for them to sort and 24 hours is on a good day. Absolute horrendous experience.

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Virgin Media broadband review
by jimtmacd

Utterly Appalling

Package price
1/5
Customer service
1/5
Overall satisfaction
1/5

Review

Virgin Media have gone from being very good in the naughties to being utterly appalling. Long story short I was promised Netflix with my package but, because I was a returning customer and was using the same email address they had problems sending me the online account info. I gave them an alternative but, said it was only an alternative because I would be losing it soon. So when it came to me setting up the account the website told me I already had one. I thought, 'great' I signed in a waited. On installation day I saw a couple of things I didn't expect so went to my online account to see what I was getting. I could see nothing. I phoned them the next day the guy was useless. I was already frustrated because they sent me so many text messages I 'HAD' to reply to but, the final one to OK the installation appointment would work. I was given an error every time I replied. That was one long call to them and them not understanding me and me not understanding them because their accent was so stupidly strong and he kept using the wrong words so he spoke gibberish. So I was given a week for the IT teem to fix my account and the internet problems I had. At the end of that week nothing had changed so I was using their web forum to sort it. What a sh*** show that was. The forum help led me to uninstalling and installing everything on my computer, emptying caches etc. Nothing worked and it caused all kinds of problems for me not to mention the wasted time and frustration. I eventually got someone to reply from Virgin who seemed to not understand what I was talking about so explained the whole thing and got nothing but meaningless replies that showed they'd not understood or not cared about a word I'd said. Each and every time I have dealt with someone I've had to explain the whole situation again despite on the private chat the whole history is there to be read. They don't read your notes before they talk to you. They all give the same useless, clueless replies. Here I am three weeks later, I've been given the same '5 working day's ticket' BS. 3 Whole weeks into having VM installed and I still don't have access to my online account and still they don't seem to give a stuff or take anything I say seriously. They don't care about all the stress this has caused. They don't listen. One time I spent an hour and 20 minutes on the phone to them. The guy promised me he'd fix the issue, he didn't, I asked to speak to a manager he give me BS that were was no manager. There's always managers available in a call centre, I worked in one, there's a manager for every pod of workers and manager for the whole floor. There's ALWAYS a manager on the shift. He kept putting me on hold and eventually came back and said 'I've just been speaking to my m.....' I said, 'to your manager? The one you swore wasn't around?' I did eventually get to speak to someone higher up who treated me with like I was nothing! Pure contempt! I asked to make a complaint. Within 10 minutes of hanging up I got an email telling me how happy they were that they'd been able to deal with my complaint and it was closed!!!! So there was no complaint.
You can't make a complaint yourself. I've made another about the whole thing. But, if there's anything going wrong there's no place you can make a complaint yourself. They do it for. I've yet to get any feedback on my complaint. 3 weeks after installation i don't have a full service and my complaint could be nothing but a word.
DON'T Sign up with them. They don't understand you, they don't care, they have no clue what you're talking about when you call, they're useless, they lie every time, they're full of blahdiblah so you think you've got through but, you haven't. It's like talking to someone you thought was in charge of the asylum only to find later you were talking to a patent. That is exactly how it feels. You'll be feeling like you are a patient with in a week! Seriously I'd give them 1 star out of 100 because the engineer was good.

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Virgin Media broadband review
by Luke

Empty your pockets little human

Package price
1.0/5
Customer service
0.5/5
Broadband speed
2.5/5
Overall satisfaction
1.0/5

Review

We secured a good deal with Virgin media for broadband in 2020. As soon as our contract ended (June 2022) they hiked our prices up by almost 100%.

I called to explain that it was unaffordable, I'd also been made redundant and financially we were struggling. The rep at Virgin was completely uninterested and offered a "take it or leave" amount that still resembled an 80% increase on our original tariff.

I therefore chose to switch service providers which we did, then called Virgin to cancel and they made it as difficult as humanly possible to do this - the women in the cancellations department actually argued that it was our fault for not being more proactive in reviewing our contract pricing. Another sign we had made the right choice by leaving.

I then received multiple calls each day over a week from Virgin sales reps offering prices better than our original package, must've been shy on sales targets but nowhere to be seen when I reached out... Obviously by this point we're already with a new provider so it wasn't possible.

They then issued an outstanding payment notice claiming we had to give 30 days notice to cancel and slapped a "late payment fee" on top of the value of the unjustifiably hiked tariff. Despite being out of contract.

This is the corporate equivalent of bullying - Virgin see us as consumers, not people. Numbers not individuals. The value of the outstanding amount means nothing to Virgin Media, but might mean something to an individual. Do they care? Absolutely not. They are only interested in your pockets so just be wary if you go with them. My advice would be not to following what's been a pretty inhumane and disgraceful experience. Judging by their score here, it's pretty consistent too.

Too busy building "rockets". What a joke.

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Package name	Advertised speed	Expected speed	Minimum guaranteed download	Upload speed	NEW Nexfibre area add-on option for symmetrical upload speeds
Essential broadband (social tariff)	15Mb	15Mb	8Mb	2Mb	Not Available
Essential broadband plus (social tariff)	54Mb	52Mb	27Mb	5Mb	Not Available
M50	54Mb	52Mb	27Mb	5Mb	52Mb
M125	132Mb	132Mb	66Mb	21Mb	132Mb
M250	264Mb	267Mb	132Mb	26Mb	267Mb
M350	362Mb	374Mb	181Mb	37Mb	374Mb
M500	516Mb	498Mb	258Mb	48Mb	498Mb
Gig1 Full Fibre	1130Mb	1131Mb	565Mb	108Mb	1131Mb
Gig2 Full Fibre	2000Mb	2020Mb	1000Mb	208Mb	2020Mb

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