Virgin Media National Broadband

Broadband FAQs

Before you sign up

What is National broadband?

If you can't get our cable services, Virgin Media National means that you can still get a great broadband service down your phone line. Plus, with Virgin Media National, you'll always get the fastest broadband we are able to deliver down your phone line. And, unlike with other providers, you don't have to pay more to go faster. All our broadband customers get the best speed we are able deliver to them, all for the same flat rate. Then you just choose any extras you'd like to add on top.

Does the XL package truly have unlimited downloads?

You can choose the amount of monthly upload and downloads you'd like to use, to suit your home and your habits. Virgin Media broadband comes in 3 different sizes: M, L and XL. So, whether you download loads or surf a little, you can choose the package that suits you best.

Does the XL package truly have unlimited downloads?

Yes there is no limit on the total volume of data that you can download or upload during a month, however we do apply our Traffic Management and Acceptable Use Policies to ensure that every one gets the best possible service from our network.

Do I get a phone service too?

Yes. And, just like choosing how many broadband downloads you want, you can pick the home phone package that's best for you too. You can get Talk Weekends included at no extra charge when you take one of our broadband packages, but if you'd like to talk some more you can add extra included calls (that's unlimited evening and weekend, or unlimited anytime calls) for just a few pounds more each month. Plus, if you call mobiles or overseas numbers a lot, you can add on extra packages to make these cheaper too.

Is there a minimum contract period?

Like most providers, a minimum contract period of 12 months applies to our broadband services. More information about our minimum contract period, and cancellation policy, can be found in our Terms and Conditions.

How do I get broadband?

Before you commit to anything, we'll check your phone line to make sure that you can get our broadband and phone service. Once we've done that, we'll also tell you how much it will cost and how fast your broadband speed will be. If you're happy with everything, you can go ahead and place your order.

Will broadband work on my computer?

Your computer will need to meet a minimum set of technical requirements for it to be able to work with our broadband service.

Minimum PC requirements:

Minimum Mac requirements:

Can I use an Xbox or PlayStation with broadband?

Yes. To find out about setting up online gaming for your Xbox or PlayStation, check out:

Can more than one computer in my house connect to broadband?

You'll get a free wireless kit when you order the service, and this includes everything you need to connect more than one desktop or laptop computer to your broadband connection. It's also perfect if you don't want to be tied down. With wireless, you can go online anywhere in the home, wire-free!

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What happens after I place my order?

I've just registered, what happens next?

We'll email you within a few days to confirm your username, and the date that your broadband should be up and running. You can also track your broadband order online. The 'Order Tracker' section gives you details on the key stages your order goes through after registration, and where your order is in that process.

If there are any problems processing your order, we'll email you and let you know what you need to do to get things moving.

When will my free wireless kit arrive?

Your wireless kit should arrive about three days before your broadband activation date, but you'll need to wait until your broadband's activated to set it up. Your Wireless kit contains everything you need to share your broadband connection around the whole house, and to more than one computer. It's perfect if you've got a laptop or simply just don't want to be tied down. The wireless kit also comes with a free ADSL filters, which allow you to make phone calls and surf the internet at the same time.

What happens on the day my line is activated?

We'll do a few things at our end to get your phone line ready. Mostly, there's no need for an engineer to come to your house, as you can usually set everything up yourself. It's also a good idea to start installing your modem and ADSL filters on the day your line is activated. For more info, see our Broadband Help pages.

If you're switching from a BT ISDN/Home Highway, your phone line might be unavailable for up to four hours while we're switching you to Broadband. We will be in touch with you to let you know when the changes to your line will be made. If there's a longer break in service, we recommend that you contact your phone line provider directly.

How can I set up broadband on my computer?

For full details, check out our pages on setting up your computer, and you'll be up and running in no time! And remember, make sure you don't change your internet settings or install your modem before your confirmed activation date.

Where can I find more technical information about my broadband service?

Virgin Media has a full technical help section that covers setting up, configuring, troubleshooting and optimising your broadband service within our help section of My Virgin Media.

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After your broadband is set up

Want to cancel your service?

If you want to cancel your broadband and phone service you need to phone us on 0845 454 2222 and select option 4.

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Our Acceptable Use Policy

We want all our customers to get the best service possible from their broadband. That means a speedy and reliable service for everyone, not just a few. And that's where our Acceptable Use Policy comes in.

What's our Acceptable Use Policy?

Our Acceptable Use Policy is a legally binding part of our service Terms and Conditions, and covers actions that are prohibited by users of our internet services. It's designed to protect you and us from misuse of the services, which could lead to our services not performing at their best for all our customers. It's a good idea to read the Acceptable Use Policy, and make sure you're familiar with what it manes, and how this might affect the way you use your Virgin Media broadband.

We also operate a Traffic Management policy. Read the full details of our Traffic Management Policy

What does 'GB' mean?

GB is short for 'Gigabyte', which is a chunk of data. Everything which is sent over the internet is made up of chunks of data, and that's whether it's a web page, an email, a music track, video clip or movie.

Of course, each involves a different amount of data - the average email (without attachments) is around 4 KB, whereas digital photographs are around 1 MB. An MPEG3 music file compressed to playback at 128Kbit/s is around 3 to 4MB.

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