Since signing up with Virgin we have had no end of internet issues. We are on so-called 30mb fibre but our speeds have been so slow for the past 2 years we would have been better off with an 8mb LLU line. Speeds slow to a crawl after 4pm each day due to over-subscription on the local network, which Virgin will not fix as it is not economically viable. Also had no end of headache with their offshore call centres. A real disaster for us, will never do business with any Virgin branded companies again.
Tim Tim found this review useful
We are on broadband via the phone line, no cable in our village. The internet started dropping out but switching the router off and back on re-connected it. On Monday 22nd October I tried this but the router failed and wouldn't power up again. The next evening I put the dial-up modem back on and connected it to the pc, no internet although all the lights were on the modem. I went and bought a new Netgear router and on the Saturday contacted Virgin tech support on how to set it up. We got it set up, all the lights on but no internet connection to the virgin site, after an hour the tech support told me the router was the problem and I should contact Netgear. I did this they went through all the settings and said there was nothing wrong.
I got BT to check the line and they told me there was no fault on the line.
I returned the router and went and bought another from a different shop. Same result, hours on the phone to tech support at Virgin.
I put the old dial up modem back on, still the same, called tech support who told me that the modem was old and not supported anymore and I would have to buy a new router from virgin. This arrived after hassle with Yodel.
The virgin router was no better, all the lights on, wireless network working, phone line ok, internet connected, Still no connection to the internet just came back with a message saying internet explorer cannot connect to the web page. Back to tech support for an hour or so.They gave up and said they would get another department to check out what was wrong. They left a message on my answering machine to say there was a CU17 fault on the BT line.
BT came to the house and checked the line. He said although it wasn't a problem my phone socket didn't have a capacitor in it. This would show as a fault on the Virgin check. He changed the box, tested the other box with the computer on was ok, did a line check, showed me the display saying it was ok.
I phoned virgin tech support who said they wouldn't do anything as BT hadn't signed off the fault.
I contacted BT and they signed off the fault
We are now at 14th November. I went back to tech support and after an hour they gave up and told me another department would deal with it and contact me the next day.
There was no phone call but the e-mails stopped coming in on the phone and I couldn't log on to the virgin website to pick them up either.
Today is Friday 16th November and it is pretty much 4 weeks since all this started.
It seems as if there is some sort of block on the account. everything seems to be working and connected but neither the pc via the ethernet, the i-pad via the wifi or the phone can connect.
I am seriously at a loss with all this. I want it sorted but I am not prepared to spend hours on the phone to tech support changing settings on the router when it seems clear to me that the problem is with virgin's equipment wherever that might be.
There are sections of this that I have missed out as this is long enough already, complaints to customer services etc!
We received our internet bill this month with a note stating we hadn't paid last month's bill and a £10 late payment charge. Phoned the un-helpful number and informed them that we had paid; before I could get any further Mr Sarcastic (psuedonym) said I couldn't possibly have paid because they hadn't received payment, he then went on to imply that perhaps I was getting forgetful. When I informed him that actually I had the bill, stamped by the cashier in front of me and that the money had been debited from my account he became "Mr More Polite", taking off the late payment charge but informing I would still have to pay for two months! He suggested I send the stamped bill and a copy of my bank statement; I suggested I send a photocopy, knowing from past experience how expert this lot are at losing stuff, suddenly he was fine with that.
I went to the bank, they have confirmed that payment has been made and to the right account and that I should only pay this month's bill until VM sort themselves out - we have two accounts with them and I am to suggest they check the other one, even though the chap on the un-help desk denied they could possibly ever make such a mistake!
Naturally not - Virgin are perfect, its the rest of us that are the problem
Tim Tim found this review useful
When I called in September and queried my package, and why my bill had jumped from £41 to £57 'Johnny' was pretty indignant, and effectively encouraged me to cancel if I didn't like it.
2 days later I called his bluff - and did exactly that.
3 and a half weeks later, and 3 days before they were due to pick up their unreliable equipment, they called up. Obviously they were waiting for me to wilt, and go crawling back (which was never going to happen)
This time it was 'Barry' (from the customer complaints department allegedly) and when I mentioned to Barry about VMs poor customer satisfaction rating, he assured me that once people spoke to him, he worked his magic, and had them feeding out the palm of his hand.....
Sure enough, Barry the Grey worked his magic, and managed to talk me into not cancelling.
It wasn't all sweetness and light mind you. In the course of the 'negotiations' silver tongued Barry advised me (in a rather het-up tone) that I/people 'wanted something for nothing' and that I/we should 'live within our means'.
I thought I was living within my means, but when the bill jumps nearly 40% it sort of changes things a bit.
And regardless of the deal that you sign up for, the price isn't set in stone, as when Virgin put prices up 2-3 times the rate of inflation that affects you as well. But apparently they let you know you are fee to cancel if you don't want to lump it.
I wonder if the customer is able to change the terms of the 'contract' half way through like Virgin can?
After giving me a £4 discount (whooooah) Barry had somehow managed to put me under a spell and I had agreed to go for a 12 month contract at £55 a month. £4 disc, -£2.50 for rubbish call blocker +£5 for a Tivo box (in addtion to my existing 2 HD boxes)
They were supposed to turn up at between 1-6 on the 24th October (to install Tivo box)
Shock horror - no one turned up, after I had left work hours early to make sure I would be at home.
So they didn't turn up, but my NEW contract has arrived, and bizarrely it has £145 a month on it.
I'm speechless. (remember it was supposed to be £55)
Possibly there was a £90 increase in the meantime?
Yet more needing to get in touch with Virgin then, and wasting more time - and becoming more frustrated.
Virgins poor rating isn't to be believed of course - as Barry said customers are happy after speaking to him.
Not sure if they are happiest when he has told them they need to 'live within their means', or when the engineer doesn't turn up?
Just got Virgin broadband & a two TV box deal with Virgin.
The TVO remote controller is a disgusting design.
Important buttons like the back button is a tiny button on the left, right next to other tiny buttons!
The remote is narrow & slippery & feels cheap. You have to reach with your thumb to the main buttons near the top so it nearly slides out of your hand. Utterly vile,. I can't believe that something that should be so simple to get right & is so important to get right could be so wrong!
I'll never criticise my Sky remote again!
I'm dismayed that Sky News & BBC 24 news aren't HD with Virgin.
I can't get a gadget for the TVO box like I have for my Sky box to control it by remote from another room. There's no RF out socket on the TVO box to send TV from the living room to the kitchen as I often walk from the living room to the kitchen whilst watching a programme, whilst my wife watches something else upstairs on the other Virgin box. So I have to pay another £6.50 a month for a 3rd Virgin box to watch TV in the kitchen!
The 2nd box has very basic menus compared to a Sky box.
The installation guys got me to sign for the installation. Didn't realised they'd ticked the boxes that said they'd explained everything to me, when they hadn't !
Well at least the Virgin broadband is faster than O2 was.
But I'm going back to Sky for TV. To hell with the useless TVO remote control & no feed from the TVO to a second room or remote control from a 2nd room !
I think board of directors of this company should realy change the way they provide us with customer services. First of all, i was happy about the broadband they gave to me but then i needed to move house here all the problems began. Would be too much to talk, im calling them for fith time at the moment so they get what they give to us: LOWEST RATING for lowest quality of customers services. I just say one thing: they dont even have an email for customers help. That like any of the phone company wouldn't have a phone number to call them. Rudiculous. Richard Branson, invest few millions into customer service improvement. It makes your company look like a joke.
We, by a stupid mistake, renewed our contract with Virgin in April this year...circumstances changed and we had to move out of the flat and they do not provide the same services in the area we moved to. I contacted them to ask to cancel and was told that I had to pay a fee of £180.00 as I still had 6 months of my contract to go. The lady on the phone kept mentioning Terms and Conditions and blablabla...she said I could go on to have a much much much slower internet service and phone line for £26.00 a month or pay the fee. I said no and she agreed to stop my contract 10 days later. I then went to check Terms and Conditions and saw that they require a 30 day notice for the services to be terminated...she never mentioned that to me, what made me wonder whether they had breached the contract even before me. I wrote a letter on the very same day and sent registered. I asked them to reply within 14 days (instructed by Citizens Advice Bureau) and called them today to chase it up. I was told that the letter hasn't arrived yet, to which I had prove it had, and she then said it could take 28 days for it to be uploaded to the system. I mentioned the fact that they breached the contract first by terminating it before the 30 days and she said that was for my protection, because the future tenants could move in and watch movies and I was going to be billed for them...crap...how would that matter to them in the first place?! Also, without my box, I don't see how they could do that...anyway, she then said that they didn't breach the contract and I did, so I had to pay the fees and that was it. I said I'll go back to Citizens Advice Bureau and check this properly, because as far as I'm concerned they are a bunch of thieves. TWO days after I called they were already sending letters to the 'new tenants' at the address where I was still living!!!! Be aware of Virgin, their Terms and Conditions are only there to suit them...bad service too, the only reason why I had it was because we weren't allowed to have a dish in the building...
Their broadband service was the worst I have ever experienced. The only thing they were good at was overcharging us for the phone. And instead of having the first month for free, they charged up double. They certainly know how to charge their customers. Do not be fooled by their bandwidth claims. If you actually use their broadband, you will be throttled to death. Our average speed was something like 40K.
Our problems with our phone line started 3 months ago.
So far we had to stay home 7 days. Of which only twice someone showed up.
One other time one of their engineers came to the house, went off to the kebab across the road and never returned.
We must have rung them a good 20 times.
We were promised ring backs at least 3 times that never happened. We are paying top rate to ring their 0800 number and they take their time as if its free.
I get asked every time this comes up- ow aren't you ringing from your home virgin number. Ironic.
I would tell anyone this: Virgin is fine, until something goes wrong. Then they won't be the slightest interested in fixing it. They don't keep any promises and their logs are not showing what was actually promised to hide this.
If your thinking about it do not switch from Sky.
On all HD channels on the TIVO box the picture and the sound are not in sync together, so its like watching a badly dubbed movie.
There is yet no fix for this.
Hope this helps on choosing your TV provider.
We subscribed to a Virgin premium fibre optic broadband package in central london 9 months ago - the system has gone down several times in the past few months due to 'technical issues'. The latest outage is apparently lasting three days - compounded by Virgin never answering their technical support line - in the end we only got through by calling the cancellation line to be told that Virgin would be working on the problem for three days! They had already had the system down for two days a few months ago to repair it. No apology and no offer of refunds. We will be cancelling and have already cancelled installation for a second premises
Great company, service and products at good prices.
Got broadband with them recently without needing phone line for lin rental etc, the engineer was nice and installed the router within minutes giving advice as he went along.
Great connection speed and very reliable service.
My mum has been a virgin media customer since they were known as NTL and has never had anything more than the odd signal problem during sever bad weather.
The customer service (always contacted by myself as my mum isn't very technical minded) has always been helpful tho sometimes have to wait half hour to get through but as I'm calling from a virgin phone line it's free so it's not a problem.
As she had brilliant services I myself have recently had virgin installed in my flat and once again I've had no problems myself.
The far worst ( i cant find a word to go lower that worst) techinal and customer service people i have ever called.
after guaranteeing 99.999% up time, my net went down after 3 weeks of getting the service. so i called the technical help desk. and some one from India answered. after i explained my problem, with out any explanation i was told a need to get an engineer to come and fix the problem, and it will take 7 working days... this really wound me up. as this my business relays heavily on online orders and i need internet 24/7.
after few attempts to explain my self calmly, my tember got the better of me after i was told by the "help" desk guy... "sorry , i cant do anything about your business, it is your business you should have a back up, if you are a real business man, then you should know to have a back up".
After i made him understand that i pay nearly £200 per month for my internet, cose its **** business line with back up also! he transferred me to his tea leader as im being "rude".
The team leader, another based in india was asking "whats wrong with my problem why i need an engineer"
thank god i had my BP tablets with me that day. i simply asked them to please please transfer me back to England, i need to talk to some one who can talk english and understand what they are saying...
after few mins on hold, i was transferred to a "senior business support team", and a i was askied the same q, if i know the problem. i told thim "you tell me, since i dont work in virgin tech support, no i have a computer in front of me with all the data as why i dont have internet anymore"...
after few more minutes listening to " please stay on the line" i was told it was simply a local outage of internet, and their engineer are working on this at their end. and i should have my internet in less than 30 mins.
i was like..... may be i should not repeat what i told him in here.
Tim Tim found this review useful
Will NOT recommend to anyone! Offers service which is not existing, overcharging, in phone conversation with customer service can hear 1000 «sorry» and «apologize» but haven’t done anything to improve. Paying for 60mb internet, but hardly having 10mb !!! Bill includes charges for phone line which never have been installed in my house, charge for TIVo box which supposed to be free. Wait until contract end, or will cancel beforehand.
Tim Tim found this review useful
Seriously; avoid Virgin Media like the plague:
We have had a catalogue of disconnection and reliability issues, only beginning in the past 12 months.
Download speeds have steadily decreased to a snail pace and complete disconnects every other day, sometimes for days on end.
Their Customer Service is non existent; with offshore "support" agents being polite yet unintelligible and powerless to help despite their promises.
Staff in UK (if you can get through to them) are either rude and in denial, or conversely overly apologetic, yet still do nothing!
They never respond to written complaints, yet since leaving, I`ve had numerous NASTY letters threatening legal action over bills for months after THEIR disconnection!!! DISGRACEFUL
I`ve now moved to SKY and I wish I`d done it years ago!!
Having spent 90 minutes on the phone with one of your advisers, I was told that the problem i was experiencing with my wifi internet connection was probably due to something wrong with the devices in my house (all 4 of them).
Although Apple have recently and very sadly lost their great and trusted leader, I am a little unsure that this means quite all the iPods-Pads-Macs and Books are no longer able to draw breath either, so find this explanation for the difficulties quite unlikely.
Furthermore, I was instructed that I needed to seek assistance from the online help, as they could then access my computer remotely and check for issues otherwise unresolved so far. I reluctantly agreed. Having attempted 3 times to connect to an online adviser I gave up. This was due mainly to the small area above the text box which gives the consumer an idea of how long they will have to wait until an adviser will be able to help. I found that this clock reduces as you would expect, by the amount of 60 seconds every minute, until it reaches 1 minute. However at this point, time comes to a complete and inexplicable standstill. Seconds turn quite literally into minutes, and these in turn I would assume, hours, but as I could not wait to find out and had far too much paint to watch drying, I will never know exactly how long that 'minute' would have taken from my life...
At this time I decided to fill out your online form that gave me the opportunity to vent my frustrations and I assumed that this would be answered punctually and perhaps with some assistance in actually solving the problem that I had been having. Perhaps I had been given a small bang on the head before coming to this conclusion as I momentarily gave credit where it was evidently not due – my apologies. Needless to say that until now I have NEVER received a reply to that message. Maybe that is due to the ineptitude of the staff receiving said message and deciding to hide it away in case it became apparent to somebody in the higher echelons that they actually didn’t know how to solve an IT problem, or of course it could simply be that another 'online' aspect of Virgin media simply doesn't work...
I know this may make me unpopular, but I have to say that Virginmedia solved my Broadband problem efficiently and effectively.
I left BT Broadband last year when it took them 11 days to get my internet up and running after a fault.
It took Virginmedia one day with a polite and informative engineer not only fixing the problem but also explaining clearly what the problem had been. Cannot fault the service
10 July I was to have broadband, tv and phone installed. Lovely engineer couldn't instal phone as there was no capacity? until the 29 July. First I had heard about it. Sales people conveniently don't mention this problem to customers. Numerous e-mails later I was told I would have landline at end of August - a mistake again. During many e-mails, Virgin staff asked me to phone them etc etc. I would if I had the phone. Eventually cancelled. Virgin employee called today to uplift equipment but hey he couldn't unscrew everything as he said he wasn't engineer. Asked them to send engineer out and he put everything back together again but now I have no tv picture despite having outside aerial and digital tv. Virgin have made the situation worse - yet again. I am so fed up with this company - service, attitude, lack of communication to customers and between departments is apalling. Why are they getting away with all of this?
Garry Hamilton found this review useful
I phone Virgin Media to change my package I saw the package on line with the Tivo box,it was the same price but a better package then I was told you cant have it because your not a new customer and if you want it was a extra £20.
So I was told I would have to leave Virgin then sign up again to get this deal I have had Virgin for 10 years so they would have to come in to take it out then come back to put it back in and at the moment they are doing half price for 6 months so they are out of pocket from me.
I think they should look after the old customers as well maybe we all should leave them after your 18 month contract then go back or go to sky who will bend over backwards to keep you.
Have just changed my bank account and noticed in my latest Virgin bill that I was being charged £5 for not paying by direct debit. I assumed there'd been an error in setting up the new one, but when I called was told it had been but it wouldn't be possible to collect from it until September. So I'd have not only the inconvenience of paying some other way in August, but was being charged £5 for the privilege.
When I tried to point out to customer services that this was unfair, particularly because customers weren't even being warned of this, they couldn't or wouldn't understand. Just kept repeating patronisingly that they had 10m customers (so what) and that was the system. Dreadful system and dreadful service.
Having had Virgin supply my broadband for 3 years I got a better offer from another provider when I moved house. I advised them when I would like contract cancelled ( day of move) and reason why would not be transferring contract to new property. No problems there at all, all bills were up to date.
One month after moving I started getting letters from debt collector, instigated by Virgin as there is apparently a tiny clause one the on line contract that states there is a £24 "disconnection" fee even if original contract has lapsed...unless of course you ask for a MAC code...which I didn't need.
The methods were harsh and intimidating and completely "NO tolerance" whatever the circumstances.
Would never ever use this company or any of it's products again.
Shame on you RB
When I left Virgin Media they made jump through hoops to return the money they owed me. I in fact had to stand outside their HQ in London informing visitors exactly how badly they had treated me before I got anything.
I will never do business with Virgin ever again.
if i could give - star i would have been -10. i switch from o2 to virgin many people warn me that virgin customer service is crap, i did nt listen BIG MISTAKE. when i place my order they sent some1 to check the property to make sure i can have the services and was told all is ok i should nt have any problem.
i order 60mb internet and phone line. On the instalation date i was told my line cant be connected becuase the whole telephone cable need to be change and someone will come and do that for me next week.
One week past and nothing happend so i call them and they send an other engi down which mean an other day off work this engi told me the same thing again that cable need to be change i ask him we already know this so change they cable he was like he cant do it some one will come again and will fix it and they gave a 3 weeks time which mean no telephone for a whole month. I call the customer service and the person did nt know what was going on could nt even answer my question staright. i cancel the whole thing it was a terriable service. i switch back to o2 again its slow internet but atleast i have internet and line.
DO NOT BUY FROM VIRGIN THEY ARE BAD
2 months ago I would have happily given Virgin a 10. That was before I needed assistance. I suffer from a disability which makes phone contact difficult to impossible. Now, bearing in mind that one of thier key businesses is the supply of internet broadband, you would think that SOMEWHERE there would be an option to cantact them via email. There isn't. It is genuinely not possible to contact Virgin customer (it'd be funny if it wasn't so pathetic) services. And that includes for those of us who have been loyal customers for over 10 years. So, to sum up Virgin customer services...they don't exist. And as of this incident all I can say is, it's a shame trust pilot doesn't allow lower scores than 1.
Garry Hamilton found this review useful
I am writing this review to make others aware of the problems with this company. I do not like to list bad 1 star reviews in case it is just a one off problem, but this is the exception.
My parents (father) took out a Virgin Media package (Phone, TV and Broadband). Customer care - absolute ZERO.
Following the dead of my father in November 2011 (now July 2012), I tried to contact Virgin for my mother, to tell them of the situation and that my mother did not want to continue with any TV or Broadband service. However see did need a phone. Virgin (call center) gave only one option - Start an account in her name and take over the phone number, and she could have paper billing for £15/month. Happy with this my mother said yes (verbal over the phone).
That is where the problems really started.
Virgin sent no written contract and non has been received to date. Virgin after 30 days started sending paper bills for £15 + charges for collecting payment @£6 + @£10 for late payment (late payment due, before bill received?) each month. When queried, they stated that the contract could not be cancelled as the cooling off period had expired. They also started adding costs to cover the debt and ongoing contract for my fathers account. (old closed account!). These have been queried and payments have not been made for these.
Virgin continued to take money from my fathers account to cover continuation of the old contract at the same time. One operator even said that the account holder was the only person who could terminate the account, This comment was not changed, when they were reminded he was DEAD.
A request for proper detailed paper bills has been made but only ones stating the total cost have been sent. Virgin have responded by removing the phone service and telling my mother to pay the bills sent my email (what email, no broadband service and no computer?).
Having issued Virgin with the required 30 day termination notice, Virgin have acknowledged this notice, but have not terminated the account. They have instead tried to reopen a dead man's account and restart his direct debit payments.
Advice DO NOT give any bank / credit card details to Virgin FOR ANY REASON they will continue to take monies without your agreement.
The phone has not been used since the end of 2011 and bills continue to be sent for @£60/month. Every time a letter is sent to a Virgin office, the reply comes back from a different location and person, most stating a response with be sent in 14 days.
Through Jan, Feb, Mar, Apr, May and Jun of 2012 letters have been going back and forth, with the problem and upset getting worst. Virgin have sent, what appears for them to be standard 'Threat' letters - If payment is not made, it will affect your credit rating, Virgin will & have instructed bailiffs to enter your house and recover money or goods to settle the debt (no court order ! Virgin remember the requirement of LAW).
This case should be on a few different desks within the Virgin empire (with others!!) as it was passed to OFCOM and back to Virgin's own adjudication agent (CISAS). Virgin should be working on a response and have a limited time left. Then it goes to OFCOM.
If anyone needs to find their own information on the contracts they may undertake, look at the many Virgin websites and look for anything that does not cover Virgin selling you something else - like policies for the dead of the account holder, moving house to poor service areas, complaint procedures, actual contact addresses, numbers and names. If you think you can send messages to an actual person then sorry, you will find it goes to a sorting/ filtering address. Most searches will send you to lists of further web links, short titles which send you in circles or there is just no information. Try Death of account holder ???? The place Virgin like to send you to is a forum where you question other like yourself and get no answers from Virgin.
Instead of recommending Virgin or not bothering, I now will inform anyone I now about this issue. So far I know of 15 people who have either not taken out accounts or have cleared their bills and terminated or transferred.
Virgin work on the principle 'you pay what they want you to pay, and you cannot escape even after DEATH'.
Well time has moved on and it is now October 2012. Since I last uploaded this review, CISAS the adjudication agent has been reviewing the case. They have asked Virgin to respond to the dispute. Virgin have still not provided any contract information (written or otherwise) to my mother and have, in our opinion been a little restrictive with information passed to CISAS, probably because it was disputed verbal and not written information and they will not provide or have no tape records.
During the time that CISAS was reviewing the dispute, Virgin continued to sent letters demanding payments and threatening baliff and legal action. Althrough the dispute process allows Virgin to continue to make charges for 'Services', they are not allowed to purse the customer for payments or threaten/ take any legal action until after the CISAS ruling. (oh dear! Virgin, breaking their own rules!).
In my option, my mother would so have loved Virgin to take legal action. The dispute would have moved from the CISAS (regulator) review to a legal and very PUBLIC event. (Virgin would have broken the rules again and the maybe the LAW!)
Anyway CISAS gave their ruling. Virgin failed in their duty of care, had to clear all debts, terminate the contract, and make a small payment.
Althrough this payment did not cover the distress, time, coping materials and postage costs, this is one case where
For the people who may read this, I have one piece of advice
-- RECORD EVERY contact you have with Company, written or verbal.
You can also use a tape recorder yourself,. ask them why they record then follow on to say you are recording the call-(Legal requirement to inform them).
Oh yes, sorry one more piece of advice - follow the title of this review - AVOID
Virgin Media is absolute non-sense, I joined Virgin Media as an employee and was sent to Cheltenham for Training, which was absolute non-sense and had nothing to do with the position offered. After training, went on to work., realised that they are lieing about their offers and dragging brown copper cables to people houses, the 6 month half price tag is also a scam as the prices are changing everyday. out of 5 clients I brought, 3 cancelled as he was told later that his price is changed. Faced numerous problems as I was working without my ID and proper gear, No appreciation form manager, instead very pressurising and not encouraging. More than half of UK is not Fibre optic and virgin media ads in TV and newspapers advertise completely different, something which doesn't happen there. Not a friendly culture at all. All people on training left after doing 2 weeks of work for one reason or another......So stay warned guys & not to Buy any products if you love ur life and hard earned money...
Drawling voice of woman on options line etc makes me want to slam down the receiver - Is this a ploy to avoid contact with the public - GET HER OFF! Object to having vice channels even THERE on my TV screen. Want them off altogether not the option of having a pin number! Will soon be leaving this company!
I've tried to call technical services a few times this week as the service isn't running properly. Each time i was on hold for 25 mins before i gave up. there is no email way to contact. Phone numbers are 0845 only which is expensive unless you have a home phone. ( if you had a home phone no doubt you would use another company to supply your broadband!)
I got through eventually. despite my complaint about having no way to get through to them they won't let me leave contract without disconnection fee. I've been a member for 3 weeks and already clearly know they were a bad choice of internet company.
Had a shooting match with appalling customer service rep who offered no solution.
Avoid avoid avoid
Virgin media have always brought us good value for money and great products to go with it.
The super fast broadband allows us to do more now than we ever could it makes searching and learning fun and easy and the click of a button
Very soon after I got Virgin installed it was cut off, I called the Indian call centre and after much explaining it turned out a passing Virgin employee cut me off because the set-up looked suspicious, meaning it hadn't been installed originally properly. This led to a two day wait and time off work to wait for another engineer who fixed it. Things were fine for another couple of weeks until it happened again for exactly the same reason. Cue more call centres and time off work to wait for another engineer who turned up and told me it was going to be a two man job and he would return in a couple of days with a colleague.
Two days later they turned up and fixed it for the next day to be cut off again. On my mobile yet again racking up the costly minutes to call centres Virgin explained that I'd been cut off because I'd gone over my credit limit when Virgin had charged me for the two engineers.
Just got cut off again last week as the cover to the street box has been off for months now and children are obviously going to start messing with cabling eventually. I did phone Virgin to warn of this but as long as they're getting their monthly payments they really couldn't care less. I'll be leaving as soon as my contract's up and I'll never use Virgin again.
Most difficult people I have ever come across, bills keep rising while promises of better service never materialise, ring up with a complaint and you will wait hours on the phone, finally speaking to someone on a different planet, or so it seems when you ask for something. If there was a alternative I would leave them NOW. Never met anyone who praised this company.
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