4,684 Customer Reviews over 118 pages
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- Location
- tyne and wear
- Reviewing
- Virgin Media
- Date
- 2018-05-30
- Comments
-
i was with these for ove 20 years, last 5 years were terrible lied to all the time, never notified of rip off discounts running out, never sent a bill or email for at least 5 years, bill raised from £52 to £98 and i was told i had to pay this for 12 months as i signed a contract, another lie, waste of time ringing tbem as more lies, canceled direct debit, move to another supplier, they never stopped calling and sending letters until i paid what i didnt owe, bunch of thieves,
- Location
-
- Location
- Glasgow
- Reviewing
- Virgin Media
- Date
- 2019-04-10
- Comments
-
After months of our Internet speeds slowing dramatically between 6pm to 9pm, we tried to get in contact Virgin Media. After several attempts using its online chat service, we spoke to someone who then turned off our Internet. We then had to phone and wait an hour to speak to someone to resolve the issue. The advisor we spoke to had the tenacity to suggest we had turned off our modem. No apology when she discovered her colleague had. Nothing.
After that we decided not to keep Virgin Media when we moved home. You need to give Virgin Media 30 days notice, which we did.
Only Virgin Media decided to turn it off three weeks early, making us even more stressed while dealing with the sale of our house.
Ever time we phoned Virgin Media, we were passed around, speaking to six people on the same call. Each had to complete security and then ask why we were calling. It is awful customer service designed to infuriate or wear customers down.
When we finally spoke to a manager, he said it would take 3 days to get our Internet back on. He would not give an explanation for this timescale. He offered us compensation of £8 (which when you work from home is just insulting). He was like talking to a robot reading from a script. When we said we still were not happy, he refused to send our Deadlock letter so we could go to CISAS (their alternative dispute resolution service).
It's been three days. Our Internet is still not back on.
Do yourself a favor. Do not go with Virgin Media. Their advertising is lies and their customer service is truly awful.
- Location
-
- Location
- BOLTON
- Reviewing
- Virgin Media
- Date
- 2021-08-22
- Comments
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I've been with Virgin Media since the days of NTL. 24 years to be precise. They used to be amazing. Quality, reliable, fast broadband.
Over the past 2 or 3 years this has all changed! It's so unreliable. Always down or very, very slow!
But my biggest gripe is the customer service. Lies, rudeness and incompetence. I've about 9 months left and then I won't ever be using this sham of a company ever again.
Honestly, from a very passive, honest individual, please stay clear from usibg/signing up with them. You'll regret it!
- Location
-
- Location
- Twickenham
- Reviewing
- Virgin Media
- Date
- 2015-06-30
- Comments
-
I’ve been with Virgin Media for almost five years now with an average spend of around £50 per month in that time. That works out to around £3000 that I’ve spent on a service that has continually let me down. So you might be asking why am I still with them? Well initially, my company was paying for the Virgin Media service so when they first started letting me down with crackling on the phone line, I wasn’t really that bothered. It meant I didn’t have to speak to my colleagues as often! It took them about a year to solve the issue and everything was OK until recently again. At the start of the year 2015, I noticed the router would occasionally disconnect from the network and struggle to reconnect. Having called out the engineers several times and given one excuse after another, I am still having the issue 6 months on. It’s been getting worse over the past month. I called them today when my router was down, and during my conversation with a very hostile customer service lady, it came back on and she said there was nothing she could do now because everything was up and running again. I explained that this was an intermittent problem, but she really couldn’t care less. Now I’m having to decide to sacrifice speed for reliability by signing up to another provider.
The last engineer that came out was a nice man who explained that there was an issue with the line running from my property to the main box in the street. He said the cable would need changing so he booked this in for me. Funnily enough, which I suspect is down to the cost, he called me a day later to say that a network engineer had resolved the issue and the line would not need changing so he cancelled the job. My suspicions are that he got a rollicking from his superiors by even mentioning that option to me. It appears Virgin Media do not care about long standing customers. And why would they. I’ve given them so much cash, they couldn’t care less.
The intermittent problem aside, when my up to 100Mb line was working fine, it would often slow down considerably at peek times, so I could be watching Netflix in HD for it only to slow down and buffer. Yes they offer a very fast connection speed relative to the other providers but their customer service and dedication to resolving customer issues is really poor. I'm now looking to sign up with BT Infinity.
- Location
-
- Location
- Gateshead
- Reviewing
- Virgin Media
- Date
- 2017-05-09
- Comments
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Have been unable to sign into email for ten days, says password incorrect - I haven't changed it. Almost impossible to speak to a human or chat online to discuss the problem . Very poor service and very time consuming.
- Location
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- Location
- Surbiton
- Reviewing
- Virgin Media
- Date
- 2020-06-09
- Comments
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DO NOT USE THIS COMPANY!!! In December I finished my contract early with Virgin Media as we were moving. I paid the full £157 ahead of the usual billing date, I was subsequently double billed by Virgin Media when the usual direct debit is taken (There billing system does not recognise customers that have already paid their bill). Over the past 6 months I have contacted virgin media close to 10 times. Each time they have said they will send through a cheque returning the money. However, nothing has been received. I'm disgusted by the behaviour of this company and it's apparent lack of regard for the law and lack of regard for it's customers.
- Location
-
- Location
- South Wales
- Reviewing
- Virgin Media
- Date
- 2016-11-30
- Comments
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I have been with Virgin Media for over 20 years. Last year I upgraded the broadband to 200 MBPs and it worked fine until recently. We had a letter stating to improve services in our area everything would go off for a day. When it came back on my Broadband has been reduced from 200 MBPs to 10.50 MBps without them telling me this would happen. I called the customer service who informed me that this has happened due to the number of customers in my area ! they have cut most users down from 200 to 20. They gave me a £25 credit for November. I have to ring every month to get this reduction of my bill. They said they hope to have customers paying for 200 MBPs back up to this rate in February 2017. If you don't ring or don't notice then you don't get the refund. They are apparently not legally bound to tell customers if and when they reduce the speed so, check your speed regularly. They do not care what they do so long as they get away with it.
- Location
-
- Location
- cambridge
- Reviewing
- Virgin Media
- Date
- 2015-12-21
- Comments
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I signed a long term contract then they send me a letter after a couple of months telling me its going up £47.88 per year,they only catch me once when my contracts up they can stick it where the sun shines forever,dont get mad get even!!
- Location
-
- Location
- Dulwich
- Reviewing
- Virgin Media
- Date
- 2016-05-06
- Comments
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I'm paying £29/month for a claimed 30mb/s. I generally have 10mb/s download speed. It frequently cuts out. It is not possible to work from home with virgin, too unreliable.
The customer service is polite but poor. After many expensive phone calls they rarely fix the problem.
Was going to switch but was told I'd have a free upgrade to 70mb/s by the end of April 16. This was a lie. Now Nov16-Q117.
This is costing me £50/week and time with my baby daughter as I can no longer work from home. Thanks Virgin media, actually worse than your trains!!!
- Location
-
- Location
- Peterborough
- Reviewing
- Virgin Media
- Date
- 2011-07-23
- Comments
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I has changed from 10mb to 30mb package, but speed is maximum 1kb to 4 mb. Very Poooooooooor!!!Very dissapointed ----- :( in my phone gprs is faster than Virgin broadband....
- Location
-
- Location
- Islington, London
- Reviewing
- Virgin Media
- Date
- 2017-11-19
- Comments
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Intermittant but regular reliability problems with broadband service in the locality, including landline problems too. Customer service makes it hard to speak to a real person easily.
- Location
-
- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2017-03-27
- Comments
-
I have been with virgin for a long time and they have made many many mistakes but always went above to fix them and make sure I'm happy but in the passed 2 years I've had so many problems that they still haven't fixed I have just give my notice and looking forward to going to sky it's a shame after 12 years but I think the company was sold and now it's a joke there customer service is well there isn't any is poor and have of the people I have spoken to can't talk English I'm glad that I won't be spending my £90 per month with you anymore please don't get talked into this by there internet as it's not working a lot of the time and you can't watch tv on it thanks to the new thing they have just joined they send you out warning emails and there virgin anywhere must be the worst app I've ever had I haven't been able to use it in the past 7 month(when I installed it) as it's always down or there servers can't connect to my tevo box it a waste of time and now I can't even watch shows I pay for on my full package via showbox with out a warning letter
- Location
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- Location
- Ashford, Surrey
- Reviewing
- Virgin Media
- Date
- 2014-11-11
- Comments
-
Advertise BIG and don't deliver, is the order of the day with Virgin. Every time I log in, a banner advertises that in October 2014 my Broadband would be SUPERCHARGED from 30Mb to 50Mb...October came and the banner changed from October 2014 to between February and June 2015, come then, no doubt the goalpost will change again.
Credit where it's due. I asked for a free upgrade to 50Mb because Virgin's upload speed is absolutely dreadful. They promise 10% of your download, but you will only get 10% of the package below the one you have. So my 50Mb has a 10% upload of a 30Mb package...barely 3Mb
Customer service is friendly, but useless.
- Location
-
- Location
- east midlands
- Reviewing
- Virgin Media
- Date
- 2019-03-25
- Comments
-
Terrible and rude customer service, poor broadband service and they will up your bill by a few pounds every few months or so for no apparent reason. They offer out their best deals to new customers and expect existing customers to subsidise this by paying more. Even when I was out of contract with them they wouldn't offer me the same discounts as a new customer so I promptly left. Paid for 100MB broadband but was generally getting sub 40MB, left and went to Sky for cheaper and faster fibre broadband. Would never use Virgin again.
- Location
-
- Location
- Stirling
- Reviewing
- Virgin Media
- Date
- 2016-09-16
- Comments
-
I tried to get a quote about a package and asked for details - none of the Chat advisor's information was clear nor did it tally with the website. NO DEAL.
- Location
-
- Location
- Urmston
- Reviewing
- Virgin Media
- Date
- 2016-03-24
- Location
-
- Location
- Basildon
- Reviewing
- Virgin Media
- Date
- 2015-04-09
- Comments
-
The speed is really good. But you can end up with 2-3 weeks of no broadband service and Virgin Media customer service won't help you (even if you managed to get hold of them)
- Location
-
- Location
- Bournemouth
- Reviewing
- Virgin Media
- Date
- 2020-11-26
- Comments
-
Absolutely diabolical is putting it nicely - Virgin Media have no clue how to run a broadband network or provide anything that could be described as customer "service". If you're lucky and never have a problem they might be OK, but if you get an issue I suggest you abandon all hope or ask the cat; it's quicker. Unless you enjoy repeating things ten times and still being ignored don't bother calling them.
We've experienced CONSTANT disconnections and outages (Virgin's fault - nothing to do with WiFi) several times a week over several months. Virgin couldn't care less, their call centre's only goal is to get rid of you as quickly as possible by saying "yes" to anything (but not actually doing it) - even the engineer who (eventually) turned up admitted he gets plenty of abuse from irate customers who are completely fed up with being fobbed off!
Virgon's complaints process is a joke, probably conceived on April 1st - online submissions are ignored and out of three letters, Virgin ignored two and fobbed me off with the third by suggesting I text their robot "agent" for further support; the only company I've ever dealt with that won't let you speak to a human in the complaints department! Even when the Ombudsman stepped in and they were forced to refund me they didn't even bother to apologise or look into the issues any further.
In summary, they're useless, a joke, and don't bother if you value reliable internet (or your sanity).
- Location
-
- Location
- Portsmouth
- Reviewing
- Virgin Media
- Date
- 2014-11-14
- Comments
-
After a visit from a friendly salesman in March this year, I signed up to Virgin broadband as one of my lodgers, who paid for a Sky package, moved and took it with him. It was set up quickly and worked perfectly until June when the signal became intermittent. By July it packed up completely. I tried calling to rectify the problem but could never get through. E-mails were left unanswered and I wrote instead.
In the meantime, I also had problems paying the bills. They only offered on-line payments but failed to give me the passwords and special pin numbers to access and pay the bill. The bill e-mails also arrived on the day the bill was due therefore my delayed payment (by cheque) included a late payment charge. I wrote two more times to complain about both problems but still no reply. My third letter resulted in an automated letter confirming receipt of my complaint letters but nothing else happened.
Not long after the broadband failed, the box overheated to the point where it was too hot to touch and smelled of burning plastic. I unplugged it as soon as I noticed it. (I had to hide the router outside as one of my silly clown lodgers, fed up with no internet, kept plugging it back in despite the danger!) Once again I wrote to Virgin with now three complaints - plus a threat to request cancellation but still no reply. At the end of July I wrote one final time to say I was cancelling my subscription and would only pay the final bill for July plus a month's notice, for August, which I duly paid.
Late August I finally received a letter from Virgin Media Customer Complaints Department. The gentleman made various claims and excuses and even contradicted himself a few times. He basically said I had to telephone to cancel the service but because I was still under contract, a £180 fee plus an extra month's bill had to be paid. H even said they had no record of me reporting any faults. I wrote back pointing out these issues and my refusal to pay the fee as they breached the agreement by not providing me with any service. I also pointed out that I had requested to cancel in writing and was not comfortable handing over sensitive information over the phone.
He wrote back again urging me to call but I refused. By now I received another bill (this time by post because I ignored the e-mail bill) for September which I did not pay. He said I still had to pay the £195 cancellation fee (it increased!) really pushed the need to phone him during office hours. I work during the day making this impossible. He also said they had a record of me calling Virgin in June about the billing problem but had never reported the fault.
Disgusted by such ignorance, I waited before writing back. I received another bill (by post) for October's outstanding bill plus another letter from Customer Care issuing a Default Notice. I was given 14 days to reply. I have sought some legal advice and written to the gentlemen in both departments standing firm to what I already said. Now I think it is just a battle of the wills. Is it worth taking me to court for £91 outstanding? What happened to the £195 fee?
By this stage, the phone calls started. I had one missed call each day for a week. I looked it up and saw it was Virgin. I saved it in my mobile as 'DoNotAnswerVirgin1'. I also received a daily text message asking me to call them. Over the last two weeks I have had three calls a day, between 8:20 and 19:00 from three different numbers (all saved the same as above but with a '2' and a '3' at the end) plus one text message per day. I duly ignore them.
My advice is NOT to make (or receive) phone calls but put everything in writing. This way you retain a hard copy of all correspondence. Phone calls are time-consuming, expensive and are recorded to be used against you. All other companies expect contracts to be made out in writing including the cancellation of such agreements. Virgin prefer to get you on the phone, twist your words and delay cancellation so that they can extract more money.
It makes that creepy, grinning goatee beard seem all the more sinister. Avoid Virgin at all costs.
- Location
-
- Location
- Cheshire
- Reviewing
- Virgin Media
- Date
- 2018-06-23
- Comments
-
Over the years I have experienced poor service from several companies but Virgin Media underperforms the lot - unbelievably bad! I wouldn't take their service again even if they paid me!! Avoid.
- Location
-
- Location
- Essex
- Reviewing
- Virgin Media
- Date
- 2018-04-18
- Comments
-
Their policies are designed to screw people over.
Internet is slow with known issues not being fixed.
Internet drops out regularly.
Customer service are soulless scum repeating the same empty excuses
- Location
-
- Location
- Wantage uk
- Reviewing
- Virgin Media
- Date
- 2019-09-19
- Comments
-
Appalling Company to deal with when things go wrong. Starts off OK but prices hike all the time with little or no warning. Tried to discuss this and get a better deal but only offer to increase speeds and charge more. This was declined as happy with theb50Mb I get. Low and behold since these conversations and complaints about their appealing foreign call centres speeds steadily dropping over a few months and now down to 4Mb in the evening. All this for £53 a month. Lost many paid for TV services due to this. I am sure it is nothing more than an illegal sales tact to get me to pay more for the next level of service. And if I complain I end up with some idiot abroad, and I don't mean Karl Pilkington, who can't understand anything I say or vice versa, spend hours on the phone getting nowhere. If you want a great deal with great speeds by all means join Virgin, but at the end of the year leave or be screwed. Totally immoral company with the poorest customer service centre I have ever come across. Leaving this month thankfully
- Location
-
- Location
- Grimsby
- Reviewing
- Virgin Media
- Date
- 2019-02-04
- Comments
-
Been with Virgin for years. Stuck with them. Customer service is the worst ever. Found had been overcharged for sport channel i didn t ask for. Apparantly it is my fault for not realising!! £80 charged for four months and no refunds as I should have realised
- Location
-
- Location
- Essex
- Reviewing
- Virgin Media
- Date
- 2015-05-13
- Comments
-
It is great when it works. But if there is a fault Virgin Media is not helpful at all! You will be trying to get to the customers service in hours and they will be fixing their faults for weeks and months.
Here is what they posts to customers: "Virgin Media are unable to offer a fault free service".
- Location
-
- Location
- Whitton
- Reviewing
- Virgin Media
- Date
- 2023-10-27
- Comments
-
close to useless. whenever there is vistors around eg including me and my family theres 5 people, the wifi stops working and the connection is really bad, even if you're sat next to the wifi. My friends stopped coming over to my house due to the wifi not usable and they can't contact anyone in the outside world using the wifi. Made me pull my hair out as it lags for the 15th time within 5 minutes.
- Location
-
- Location
- bournemouth
- Reviewing
- Virgin Media
- Date
- 2015-07-22
- Comments
-
I would never recommend anyone to use virgin business. I agreed to move fro BT to virgin because there was no superfast broadband yet in my area apart from virgin. So signed up for phone line and 152mb broadband. Was given a install date and took the day off work by 4.00pm no engineer so i called virgin and to my amazement they told me a engineer will not be coming now. if i had not called them i would have never known. So told them to cancell everything. They are totally incompetent and organised. Dont touch them
- Location
-
- Location
- South Yorkshire
- Reviewing
- Virgin Media
- Date
- 2017-09-04
- Comments
-
Installed on 29/8/2017 very happy with all the services 300 mb broadband in the VIP package, no problems great speed and all communication has been fine
- Location
-
- Location
- Reviewing
- Virgin Media
- Date
- 2018-12-19
- Comments
-
They never ring back when you have a problem but wait until you terminate your contact: they ring you endlessly! Draw your own conclusions. Myself, I'm glad to be shot of the rubbish service & the 3rd rate company which owns it!!
- Location
-
- Location
- Newtownabby
- Reviewing
- Virgin Media
- Date
- 2015-06-09
- Comments
-
Broadband been playing up got it fixed last week slow this week again.ran speed test 2.02mbps instead of up to 50m rang to get it sorted.did u run a test yes on phone u need a laptop or computer. Don't have computer or laptop test works fine on phone. You have to get a laptop or computer to do the test,so it's my job to test there broadband speed just cancelled after 15 year with virgin it's a joke
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2018-04-14
- Comments
-
Worse service ever. Had our broadband at 2Mb/sec for months. Never got a refund. Customer service appalling. They have no manners. Make no effort. Never got an apology. And they get really defensive when you say it's not working. I'm in shock!
- Location
-
- Location
- Glasgow
- Reviewing
- Virgin Media
- Date
- 2014-12-16
- Comments
-
I have been with NTL/Virgin for over 16 years and pay over £80 a month for something which is between a Big Bang and Big Kahuna package, but with no Tivo box and an upload of no more that 19 Mb. I realise that I have been stupid in not switching before. Why are loyal customers treated so poorly?
But it is not easy to select a new provider.
- Location
-
- Location
- Glasgow
- Reviewing
- Virgin Media
- Date
- 2014-12-16
- Comments
-
I have been with NTL/Virgin for over 16 years and pay over £80 a month for something which is between a Big Bang and Big Kahuna package, but with no Tivo box and an upload of no more that 19 Mb. I realise that I have been stupid in not switching before. Why are loyal customers treated so poorly?
But it is not easy to select a new provider.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2015-01-29
- Comments
-
Truly awful broadband service. Constantly cutting out and after the umpteenth call & no resolution to my problems they STILL won't send someone out to look at it, despite there being no reported problems inky area. Their costumer service is shocking. Badly trained staff who seem clueless at times as to how to do their job. They make you feel like a small insignificant voice trying to get answers from a company who seemingly don't need or want your business. Can't wait to leave them at the end of my contract. Can't want.
- Location
-
- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2016-05-04
- Comments
-
Virgin are amazingly slow most of the time. In the last 5 years we have had one burst of 6Mbps, but otherwise it is usually less than 1Mbps. Yet they claim that our package is "up to" 60Mbps. We have never been able to watch any BBC iPlayer shows as they buffer for hours after a few minutes.
Total fraud.
- Location
-
- Location
- Portsmouth
- Reviewing
- Virgin Media
- Date
- 2022-12-04
- Comments
-
Absolutely stressful awful experience with them. From the day of taking out my contract, they knew there had to be an initial installation to get a connection to my building. They kept changing the dates of this initial installation appointment without checking with me and knowing that I am not at home during the day. I have spoken to so many employers and it comes across like no one knows how to do their job. And then they push the same excuse each time the date is changed without my consent. If they know there is an issue to install the first part, why keep giving dates and times that they can't fulfill. The complaints team doesn't exist, and who ever does take on your complaint does nothing about it. They forever are writing notes on your profile whilst you sit for hours on a call with them but what is the point of making notes when they have no regard/respect to actually follow them? They just change things according to what suits them, and then it goes as a missed appointment if you're not available. Their excuse is that the pre installation is done by a 3rd party company, but no one knows who they are so I cannot contact those people and complain that they have no regard for what they client says about their schedule. And after sitting for hours on a call being transferred to all the wrong departments because no one knows what they are doing l, we then agree on a date/time. Then randomly I get an sms with a new date and time which I didn't agree to. I would hate to know what it would be like actually having an active service with them if this is the stress I reviewed before even getting the connection point installed. They guy who sold me the contract didn't plan anything properly. My memorable word didn't even work for the O2 part of the package. And all they do is over talk and talk and just go on about things to sell you something, but they don't know how to plan /schedule all the things that need to be done with the sale. It's atrocious. And when you ask to speak to a supervisor, they make some excuse as to why they can't come to the phone. I don't want to ever deal with this again. It's as though I've been inside the Mad Hatter ls house rather than a business. I've cancelled everything.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2023-04-07
- Comments
-
I'd give them 0/5 if I could! They've had sooo many chances to improve our woeful broadband, even having visited our home multiple times. We've still been left with p'poor internet, which has been sooooo frustrating, and all they've wanted to do is tie us down to a new contract. We've been counting down the days to leave and it's nearly here. Can't wait. AVOID!
- Location
-
- Location
- Wiltshire
- Reviewing
- Virgin Media
- Date
- 2021-03-01
- Comments
-
Truly awful company, overcharge their existing customers, make it as hard as they possibly can to prevent you switching. And getting worse all the time.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2020-07-04
- Comments
-
I'm attempted to us virgin media for the second time and it was the wrost thing that i xould have done. They tried charhing me for an over due amount that i was not aware of and that was not rightfully mine. They simply wanted to charge me because that's apparently what they do to a customer. I didn't even get to the point of using their services again because they wanted to charge me. And now they won't cancel my account. I want to make a complaint formally and there is no way of doing it. Their complaints line is over 1hr wait and they never take your call. Thsre is no way of doing the complaint online because it takes to to different linka and is impossible to do it online. I strongly advise anyone looking to start with Virgin Media to NOT do ot! They'll keep your information and keep contacting you. Then when you try to use their services they'll say you have an outstanding amount tjat you need to pay. Scamming customers is disgusting and wrost when their trying to start with this ocmpany. I will be reporting this and taking it further.
I am beyond disgusted at how horrible my experience is with this company.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-03-10
- Comments
-
Hopeless! Constant connection dropouts and very unreliable. Contact technical support which takes an hour and most of them cant understand the problem and therefore cant fix it. After requests to do 2 factory resets, I gave up.
Impossible to host zoom conferences, I complained and asked them to look into it then got an email saying complaint resolved, apology to customer!
Dont believe the swanky advertising!
- Location
-
- Location
- Hanwell
- Reviewing
- Virgin Media
- Date
- 2019-02-01
- Comments
-
Avoid. Two weeks into my contract I started to get a lot of drop out and no internet service. I called, only to get an Indian call center who were useless.
Call 1 at 7.30pm - I was told to reboot the box. I said I had done this already prior to calling and it only provided a temporary solution. I was told to do it again and that the problem would be resolved. Sìgnal dropped 30 mins later.
Call 2 at 8pm - after being put on hold for a few minutes i was told the service would be back on shortly but they would not give me a time. I told them how important internet was because I work from home and they told me it would be fixed shortly. I was promised a manager would call me back but I received no call back. Service came back on 2 hrs later at 10 pm.
The next day I lost internet at exactly the same time in the evening.
Call 3 at 8pm - I called up and asked what was going on I was told there was an area fault and that there was nothing they could do until it was fixed. A new story. I said this was unacceptable and demanded to speak to a manager as an uninterrupted service was key for my work. Again I was promised a call but nothing.
The next day I had no internet at all and could not work. My wife had to go to a relatives house to get WiFi to work.
Call 4 at 8.30 - told the guy on first line support to forget about even trying to start a conversation with me and to put me straight through to a manager. After some resistance he put me through to the most useless of people that I had spoken to in Virgin. He told me that there was an area fault and that it would not be fixed for 8 days and there was nothing he could do, I was not offered a solution. Even though I did not care about compensation (as it was uninterrupted service I needed) I was not offered anything. The worst was that he told me that he could offer me nothing but tell me I had to wait 8 days for the service to resume. I politely told him this was unacceptable and that I would be cancelling my service.
Call 5 at 9am - I called cancellations as spoke to a uk department and when asked for the reason I told them it was due to Virgin not committing to the service defined in the contract. Now I don’t know who was ********** me because cancellations told me the area fault was with tv (which I did not subscribe to) and not broadband. He told me he would get an engineer out tomorrow and resolve the issue. I subsequently called BT to subscribe to infity my previous provider as I never had any problems with I just though I would try Virgin as it was cheaper for a quicker service. So I reserve judgement on the fact that you pay peanuts and you get monkeys. I may be surprised by the engineer tomorrow and may cancel my order to join BT again but I very much doubt it.
- Location
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