Plusnet vs Virgin Media Broadband Deals

When choosing a broadband provider in the UK, the options often come down to Plusnet and Virgin Media. These are two of the biggest providers in the country. Each one has its own strengths, making them good for different users. Plusnet is well-known for being affordable and having great customer service. It uses the Openreach network for its connections. On the other hand, Virgin Media has its own network. This allows it to provide some of the fastest broadband speeds in the UK.

Broadband Speed and Performance

Broadband speed is very important when picking a provider. It affects how fast you can download large files. It also impacts streaming HD content and using several devices at the same time.

Virgin Media Broadband Speeds

Virgin Media provides very fast speeds, making it one of the quickest broadband services in the UK. Its coaxial cable and full fibre network can reach speeds of up to 1,130 Mbps. This makes it a great choice for gamers, streamers, and homes with lots of devices.

• Average Speed: 159 Mbps
• Speed Range: 100 Mbps to 1,130 Mbps
• Upload Speeds: Up to 50 Mbps

Plusnet Broadband Speeds

Plusnet’s internet speeds depend on the type you pick: ADSL, FTTC, or FTTP. Though Plusnet’s speeds are not as fast as Virgin Media’s, they are good enough for homes with basic to average internet needs.

• Average Speed: 48 Mbps
• Speed Range: 10 Mbps to 1,000 Mbps
• Upload Speeds: Up to 900 Mbps (with full fibre plans)

Coverage and Availability

Plusnet Coverage

Plusnet uses the Openreach network. This network reaches over 96% of UK homes. It is a good choice for many households. This is especially true in rural areas where full fibre broadband is still being introduced.

• Available: All over the country
• Ideal for: People in rural and suburban areas

Virgin Media Coverage

Virgin Media has its own network. This network covers around 60% of homes in the UK. It focuses mostly on cities and suburbs, providing ultrafast internet speeds for people living in those areas.

• Availability: Cities and suburban areas
• Best for: People who need super-fast speeds

Pricing and Plans

Pricing plays a big role in how people make choices. Plusnet provides affordable plans. On the other hand, Virgin Media targets users who are ready to spend more for faster speeds.

Customer Service Comparison

When picking a broadband provider, customer service is very important. Good support can help a lot, whether it’s fixing issues or answering billing questions. Ofcom’s 2023 broadband report shows some big differences between Plusnet and Virgin Media. It looks at complaints, call wait times, and how satisfied customers are. Trustpilot reviews also give a complete picture of what users think about these providers.

Plusnet Customer Service

• Complaints for every 100,000 customers: 9 (less than the average of 10 in the industry)
• Average wait time for calls: 1 minute 45 seconds
• Satisfaction rating: better than average

Trustpilot Reviews

Plusnet has 11,371 reviews on Trustpilot. It has a TrustScore of 2.1 out of 5, which is rated as “Poor.” The reviews show different opinions. About 13% of users gave it 5 stars. However, 77% rated their experience as 1 star.

Common Positive Feedback

• Users like friendly customer support agents who solve problems fast.
• Many feel happy with low pricing and simple billing.

Common Complaints

• There are reliability issues with the internet connection, especially during busy times.
• Customers in rural areas face long waits to get their technical problems solved.

Virgin Media Customer Service

• Complaints for every 100,000 customers: 14 (more than the industry average)
• Average time to wait on the call: 2 minutes and 30 seconds
• Customer satisfaction rating: below average

Trustpilot Reviews

Virgin Media has 95,394 reviews on Trustpilot. It has a TrustScore of 1.5 out of 5, which is considered “Bad.” Only 9% of users gave it 5 stars. A huge 67% rated their experience as just 1 star.

Common Positive Feedback

• Customers love the broadband speeds and full fibre packages, especially in city areas.
• Some users mention the good value of bundled TV services and bill credit offers for new customers.

Common Complaints

• There are many outages and problems with reliability, even though the broadband provider says it is reliable.
• Customers face issues with billing disputes and experience long wait times when calling customer service.
• Users feel frustrated due to price increases during the contract.

Key Metrics Comparison: Ofcom and Trustpilot Insights

Correct as of 10/01/2024

Analysis: Customer Service Performance

• Plusnet has fewer complaints than Virgin Media, with 9 complaints per 100,000 customers compared to 14. Ofcom shows that Plusnet also has better customer satisfaction.
• Trustpilot gives Plusnet a rating of 2.1, while Virgin Media has a score of 1.5. However, both of them have problems with overall customer satisfaction.
• The higher number of complaints with Virgin Media and slow resolution times show that customers are frustrated with their support. This is true even though they provide the fastest speeds and features like mesh networks.
• Both Virgin Media and Plusnet get criticism for reliability, especially during busy times. However, feedback about Virgin Media shows more concerns about congestion and service stability.

Verdict on Customer Service

• Plusnet is a great choice for people who want good customer support and want to deal less with billing or service problems. It uses the Openreach full fibre network, which helps improve its performance.
• Virgin Media is best for those who want fast broadband and good TV services. However, it struggles with customer service and managing complaints.

Grab the cheapest Broadband & Phone Deals

Make savings up to 44% & keep the operational cost lower!!!

Compare Now

Router Technology and Features

The router from your broadband provider is very important for a strong and steady internet connection at home. The Plusnet Hub Two and the Virgin Media Hub 5 have features that help improve Wi-Fi performance. Still, they differ in several ways. This includes their Wi-Fi standards, security options, and extra features like mesh network support and speed guarantees.

Wi-Fi Standards

• Plusnet Hub Two: It supports Wi-Fi 5. This means it can work on two bands: 2.4GHz and 5GHz. It can provide enough speed for streaming, browsing, and light gaming. However, it may not work well when many devices like game consoles, smartphones, and smart TVs are connected at the same time.
• Virgin Media Hub 5: This router uses the new Wi-Fi 6 standard. It offers faster speeds, lower latency, and better performance when several devices are connected. This makes it a great choice for full fibre packages, big families, and serious gaming.

Mesh Network Support

• Plusnet Hub Two: It does not have built-in mesh support. This makes it hard to provide strong Wi-Fi in larger homes. Users might need to use third-party mesh systems to improve coverage.
• Virgin Media Hub 5: It has built-in mesh support. This helps create a strong and smooth connection across the entire network. It works well to remove Wi-Fi dead zones and keeps signals strong in every room, even in large homes.

Security Features

• Plusnet Hub Two: It uses WPA2 encryption. This is secure, but it is older compared to newer options.
• Virgin Media Hub 5: It comes with WPA3, the most up-to-date security standard. This offers better protection against hacking and keeps devices on the network safer.

Performance and Speed Guarantees

• Virgin Media Hub 5: This router gives speed guarantees. It makes sure users get steady performance as promised in their broadband plan. This is great for streaming large files, working from home, or daily gaming. The router also lessens congestion and boosts throughput, even when many people use it at the same time.
• Plusnet Hub Two: This router is dependable but does not have specific speed guarantees. This could affect its performance during busy times.

Best For

• Plusnet Hub Two: This is good for small to medium homes. It works well with a few devices and average internet use, like browsing and watching videos.
• Virgin Media Hub 5: This is made for big families or homes with a lot of technology. It can handle many devices, like mobile broadband, game consoles, and streaming services. It’s also great for Zen Internet and Openreach full fibre users who want the fastest speeds and good reliability.

Additional Features

• Throughput and Reliability: Virgin Media’s Hub 5 uses coaxial cable and fibre connections. This gives it high throughput and reliability. It can handle heavy tasks like gaming and 4K streaming very well. Plusnet’s Hub Two, on the other hand, works better with phone line broadband or Openreach full fibre connections. It offers a stable connection but with less peak performance.
• Ease of Use: Both routers have easy-to-use interfaces. However, Virgin Media’s Hub 5 provides advanced settings. You can manage bandwidth prioritisation and parental controls for more control over your wireless router.

Key Features Summary

Router Support for Full Fibre Packages

Virgin Media’s Hub 5 works great with full fibre packages. It can give speeds up to 1,130 Mbps. On the other hand, Plusnet’s Hub Two might not manage those speeds well. This makes Virgin Media a better option for users who need speed guarantees and connections that are good for gaming.

TV and Additional Services

Plusnet TV Options

Plusnet has some add-ons such as BT Sport and NOW TV. However, it does not offer full TV bundles like Virgin Media does.

Virgin Media TV Bundles

Virgin Media is great at this. They provide packages that include Sky Sports, Netflix, and more entertainment choices.

FAQs About Plusnet vs Virgin Media Broadband