We’re doubling our customers’ broadband speeds [ Edited ]

[Mark_Wilkin]

We've just announced that we're doubling the speeds of over four million of our broadband customers and we'll be boosting our top speed to 120Mb, strengthening our position as the fastest broadband provider in the UK, helping to meet the growing demand for next generation broadband and marking a step change in the UK's digital development.

Starting in February 2012, the upgrade programme will take continue over 18 months and we expect it to be complete by mid 2013. If you're on our current 10Mb, 20Mb, 30Mb and 50Mb service you will see your speed at least doubled and if you're on 100Mb you'll see a significant increase to 120Mb. These speeds will help ensure you get high quality access to the huge growth in new online services.

The widespread availability of superfast broadband supports the Government’s ambitions of ensuring that UK consumers have access to the best broadband services in Europe by 2015. Our upgrade programme forms part of our on-going commitment to delivering the fastest broadband speeds in the UK and will catapult Britain into the world’s broadband premier league.

[Mark_Wilkin]

Does everyone get their speed doubled?

All existing customers will get a broadband boost, and in most cases you’ll get double your current speed. 20Mb customers are getting their speeds tripled, while 100Mb are getting an increase to 120Mb – the fastest broadband widely available in the UK.

How are my speeds changing?

This table shows you what speed you’ll be getting. If you’re not sure which package you’re on, check your bill or log into My Virgin Media.

Broadband Package	New speed after your speed boost
Broadband Size : S (up to 2Mb)	Up to 5Mb
Broadband Size : M (up to 10Mb)	Up to 20Mb
Broadband Size : L (up to 10Mb)	Up to 20Mb
Broadband Size : XL (up to 20Mb or 30Mb)	Up to 60Mb
Broadband Size : XXL (up to 50Mb)	Up to 100Mb
Broadband Size : 100 (up to 100Mb)	Up to 120Mb – Note these increases will start from summer 2012

Note: Upstream speeds and traffic management fair usage amounts will be increased in proportion to the increase in downstream speed.

What do I need to do to get my broadband speed boost?

In most cases, absolutely nothing! We’ll do everything behind the scenes, and then let you know when it’s done. Then all you have to do is sit back and enjoy an ever faster broadband experience.

If you’re using one of our older modems then there might be a little more to it. You’ll still get a speed boost, but we might need to swap your modem for a Virgin Media Super Hub  to make sure you get the best from your new speed. If so, we’ll supply the Super Hub without charge. And don’t worry - we’ll be emailing or writing to you in good time to let you know what you need to do.

When will my broadband speed be increased?

We’ll be giving everyone a speed boost, but not all at the same time. To find out when your area is being upgraded, go to doublespeed.virginmedia.com.

Please note that the post code checker does not apply to 100Mb customers whose boost will be happening from the summer of 2012.  We will be writing to you with more information as to when their speed boost will be happening shortly.

Will my upload speed increase, as well?

Yes! It’s not just your downloads that’ll become much faster. Your upload speeds will be automatically increased as we upgrade our network, so you get the best of both worlds.

Depending on the progress of the network upgrade there maybe a delay after your download speed is increased before your upload speed boost occurs.

I’m an existing customer. If I change my package, will I get a second speed boost for free?

If you upgrade your broadband speed before we give you the speed boost, then yes we’ll give you the new speeds on top when your area is ready.

I’m a new customer. Do I get my broadband speed boosted?

Yes! If you join us on a L10, XL30, XXL50 package at the moment, we’ll give you a speed boost on top of whatever broadband speed you select when your area is ready.

How will I know when my broadband speed has been increased?

After your speed has been increased we’ll send you an email or letter to confirm that what speed you are now on. You will also be able to see your new speed displayed on your Virgin Media bill and when you log in to My Virgin Media.

What will I see on my bill after my speed boost?

Your new speed will appear on your bill and will look like one of the following:

• Broadband size: S (up to 5Mb)
• Broadband size: M (up to 20Mb)
• Broadband size: L (up to 20Mb)
• Broadband size: XL (up to 60Mb)
• Broadband size: XXL (up to 100Mb) 

Unless you change to a new package, you’ll pay the same as before you were upgraded.

The amount you pay only changes if you are already on 100Mb. If you are, then we’ll shortly be giving you a discount on your monthly subscription. We will be in contact to let you know when the discount will be applied.

Why do I have to wait for my Speed Boost?

Over the next 18 months we're going to be upgrading over four million customers. Doubling everyone’s speed is a pretty big job so it can’t happen overnight. Our engineers will be working as fast as they can to upgrade 38,000 street cabinets and 186,000km of cable (enough to go around the equator four times).

As soon as the network is ready and tested in a region, we'll upgrade everyone in that area as quickly as possible.

[Mark_Wilkin]

If I current use a VMNG300 will I need to switch to using a Super Hub?

We've tested the VMNG300 and it can only support a speed of approximately 92Mb on our network so if you want to get your full speed upgrade you'll need a Super Hub which we'll send to you free of charge. We know that some of you might be concerned about the Super Hub's performance but the last firmware upgrade at the end of 2011 made some significant improvements in performance and reliability alongside introducing modem mode. We're also expecting even further improvements with the next firmware which should be released in the first half of 2012.

Can you tell us how traffic management will change?

Traffic management fair usage amounts will increase proportionately. We'll continue to review the impact of our policy to ensure customers are able to make the most of their new speeds without being impacted by a small minority of extremely heavy users. We'll talk about this in more detail closer to the time.

Will the 120Mb package have 12 Mbps upstream? Or more?

Yes, the long term plan is all speeds will have a 10:1 ratio but the upload speed increase might follow a bit after the download.

Will increasing speeds cause over subscription and slow down broadband speeds?

In short, no. We are undertaking a massive programme to support the speed doubling and projected demand on the back of it and this is in addition to the work we do to maintain our network as the best in the country – as independently ratified by Ofcom for the last three years in a row. The work we're doing for speed doubling is over and above the work we're already doing to resolve areas with high utilisation problems.

Will the areas still waiting for 100Mb have to wait until 2013 for their speed to be doubled?

No. Our 100Mb rollout (which we've just updated the schedule for) is due to complete in early summer and is separate to the speed doubling programme so where you are in that schedule doesn't affect when your speed will be doubled. Check http://doublespeed.virginmedia.com for when that is.

If I need a new modem to get my new speed will I have to pay for it?

Everyone who needs a new Super Hub to get their speed increased will get one free of charge. We'll be contacting everyone this applies to by letter to arrange this before the upgrade.

Will a speed upgrade tie me into a new contract?

No, you're not tied into a new contract when your speed is doubled.

What's the price reduction for 100mb customers?

If you've got 100Mb we'll be contacting you individually by letter about this in the near future.

Does this mean I can downgrade now to save money and still get an upgrade later?

While you could downgrade if you are out of contract, but these upgrades will take up to 18 months to finish so you may be waiting quite a while to get back to the speed you currently have. Also you wouldn't be eligible for any of our offers available on your current speed like the 6 months free Spotify on XL30. Finally a lot of you buy a bundle from us to save money, if you've got one of those downgrading might not actually save you that much money because of your bundle deal.

Will there be new Super Hub firmware as part of the uplift?

The next firmware update for the Super Hub is a separate project to Speed Doubling and you should see it in the first half of 2012. As soon as it's ready we'll announce a beta test for interested customers via the forum as we've done for previous firmware versions.

Will we get a free Wireless "N" Dongle along with our Super Hub?

No, however we will be strongly recommending that users upgrade to a "N" capable wireless card or dongle to make sure they can use their new speed to full capacity

Why does speed doubling postcode checker say I'm not in a cable area when I am?

We're updating the speed checker all the time, there are a few places which have just joined our network (such as some areas of Southampton) that aren't covered yet but will be soon. So please check back in a couple of weeks if you're not on there.