Virgin Media installation: Here's what you need to know

Dan Howdle • October 25th, 2024

So you've decided to join Virgin Media, or you're in the process of deciding, and you want to know the ins and outs of the installation process. You've come to the right place. We'll tell you how long it takes, what you'll need, and what to expect.

If you haven't already picked out a Virgin Media deal, you can do so using our comprehensive Virgin Media comparison tool. It'll not only show every deal and special offer available right now, but also check for you that you can indeed get Virgin Media services where you live – important when you consider that unlike other providers, Virgin Media isn't available everywhere.

Virgin Media is completely unique in the technology it will be bringing into your home, and thus the requirements of the installation of your services are equally unique. While most broadband providers are able to use the phone line coming into you home to get you online, or in the case of a new Full Fibre line will need to install a new one, Virgin Media has its own, unique cable network which uses a hybrid copper/fibre-optic coaxial cabling system – the same one that used to deliver cable TV in the olden days.

On the plus side, Virgin's cables are able to deliver quite insanely fast broadband speeds as well as a broad range of TV services through a single discreet cable. On the negative side you have to have said cable running past your home to get it, and Virgin Media will need to drill a hole in your outer wall all the way through into your home to install your services.

Virgin Media broadband and TV installation

Virgin Media broadband installation process can vary depending on the type of service you choose and the existing infrastructure in your area. Generally, the process involves the following steps:

• Check availability: Before placing an order, you should check if Virgin Media's broadband services are available in your area. You can do this by entering your postcode on their website or calling their customer service team
• Choose a package: Once you have confirmed availability, you can choose a broadband package that suits your needs. Virgin Media offers various packages with different speeds, data allowances, and prices
• Book an installation appointment: After choosing a package, you need to book an installation appointment with Virgin Media. You can select a date and time that works for you, and their team will confirm the appointment via email or phone
• Installation day: On the day of installation, a technician will visit your property to install the necessary equipment, such as a hub and cables. They may also need to drill holes and install sockets if you don't already have them
• Testing and activation: Once the installation is complete, the technician will test the connection and make sure everything is working correctly. You may need to activate your account online or over the phone before you can start using the broadband service too

Overall, Virgin Media aims to make the installation process as smooth and hassle-free as possible, and their customer service team is always available to answer any questions or concerns you may have.

Virgin Media routers

The situation with Virgin Media routers is now fairly simple. Existing customers will have a mixture of the older Hub 3 and the newer Hub 5, depending on how long they've been a customer, and which broadband speed they receive. Hub 4 was discontinued as it was designed purely for early adopters of its Gig1 service, and had a fair few teething issues. It's since been replaced with the Hub 5, though some existing customers may still have a Hub 4.

Virgin Media will be able to tell you which router you're getting, but as things stand only Gig1 customers will automatically get the Hub 5. Those taking out an M50, M125, M250, M350 or M500 package will get the Hub 3. The Hub 5x is a new router that you'll only get with Virgin Media's Gig2 package, which is only available to around 3-4% of UK homes currently and is very much overkill for most homes.

Virgin Media Broadband router specifications

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Virgin Media's TV set-top boxes

Virgin Media now only offers two set-top boxes. The one almost everyone will get is the TV 360 box, but you can request Virgin Media Stream instead if you wish, which offers a cut-down service supplied entirely by your internet connection, in a much smaller form factor.

Virgin TV 360 box

The current main set-top box is the Virgin TV 360 box, which is a compact and sleek device that offers seamless integration with Virgin Media's TV and broadband services. The Virgin TV 360 box supports 4K resolution and HDR content, and comes with a voice-controlled remote for easy navigation. It also offers features such as catch-up TV, on-demand content, and the ability to pause and rewind live TV.

The Virgin TV 360 box does still require a Virgin cable connection to the box itself. Not an issue for most households, but can require some awkward cable routing if the TV you want to attach it to is in a different room to the spot where your Virgin Media cable comes in through your wall. You do get to choose where the Virgin Media cable comes in however – you can inform the technician when they come to install it, so just bear this in mind.

Virgin Media Stream box

Virgin Media Stream doesn't have a monthly cost as standard, but rather can be had for a one-off installation fee of £35. You can only have it instead of the TV 360 box, though, not as well as. It's useful in the sense that unlike 360, it doesn't need a Virgin Media coaxial cable – just a Wi-Fi connection, so you can install it wherever you like. So what's the catch?

Well, what you get out of the box is quite cut down both in terms of channels and features compared to the TV 360 box. You get 40 Freeview channels as standard, but anything else you want from it will have to be added on at additional monthly cost. You can add apps like Disney+ and Netflix, and premium channel packas like Sky Sports, TNT Sports and Sky Cinema, but of course the cost ratchets up pretty quickly, and you can't record shows for later viewing.

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Pre-installation checklist for new customers

If you're new to Virgin Media and having your services installed for the first time there are a few things you should look to do both prior to sign-up, and during the (usually around) two-week wait to having your services installed.

• Book the right slot: It may seem obvious, but you'll have to be at home when the engineer arrives to set you up. Having apoken to a fair few Virgin Media technicians in our time, we can tell you you would be amazed how many people either forget or simply book a time that was never convenient in the first place
• Know where you want to put your router: Where the technician drills a hole into your home from the exterior wall will be determined by the spot you choose to have your router. Try to choose somewhere as close to the middle of the house as possible to minimise wifi dead zones at the extremes of your home
• Get permission from the landlord: Because installation involves putting a hole in your home, if you're a renter you will need permission from the landlord before work can be carried out. Sometimes Virgin Media will want to see this in writing