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The secret with VM. Is just before your contract ends contact them to discuss a further contract this avoids a price hike. I’ve gone over to EE trying to be clever. Now I’m not getting the speeds I did with VM. EE engineers can’t set the system up as VM had. All they want is to send me dongles and dongles boosters boloocks etc this I’m told will incur further charges. So D Turpin the famous highwayman is alive and well residing at EE.
A series of delays, miscommunication, and outright failures that have resulted in frustration, wasted time, and a deep dissatisfaction from the moment I placed my order. Order and Initial Issues I placed an order for Virgin Media fibre on 30th November 2024, selecting an installation date of 21st December 2024. Shortly after, I received an email informing me that some cabling work would be required, and that freeholder permission would need to be obtained. I was assured this process would take no more than 48 hours. At the same time, I received repeated emails prompting me to sign up for "My Virgin Media" to track the progress of my installation. However, despite multiple attempts, I was unable to sign up. The system would not allow me to pass the password stage. I contacted Virgin Media via chat and was informed that an IT ticket had been raised, with a promised resolution within 72 hours. Order Disappearance and Rebooking After five days with no updates, I contacted Virgin Media by phone. I was then informed that my order had not been processed, despite having received an order confirmation, contract documents, and a new account number. If I had not called, I would have been waiting indefinitely with no service. As a result, I spent 45 painful minutes on the phone, repeating the same information to a representative (or possibly a robot, still not sure), and had to sign up all over again. New installation date: 24th December 2024. Installation Failure – 24th December On Christmas Eve, the engineer arrived to carry out the installation, only to inform me that she did not have a cable long enough to complete the job. She reassured me that a new cable would be ordered, and that they would return on 26th December to complete the installation. When I specifically asked for confirmation, I was told this was guaranteed. Unacceptable Rescheduling – 25th December On Christmas Day, I received a text message from the same engineer stating that due to Boxing Day scheduling issues, no one would be available to complete the installation. Instead, I was now scheduled for 10th Installation – 10th January When the engineer arrived on 10th January, I was stunned to hear that he also did not have a cable long enough to complete the installation. The entire reason the installation had been delayed was because the previous engineer did not have the correct equipment. However, no notes had been placed in the system, and no request had been made for the required cable. Thankfully, this engineer took the initiative to source the correct cable from another engineer nearby, which finally allowed the installation to be completed. Ongoing My Virgin Media Account Issue On 28th January, I once again contacted Virgin Media via chat to follow up on my still unresolved My Virgin Media issue. This time, I was told that two IT tickets had already been raised and that I would definitely receive a call from a supervisor within 24 hours. 4th February, and I have yet to receive any call. The issue remains unresolved. Service Performance Issues Even now, after enduring weeks of delays and poor communication, my service is not performing as expected. While I occasionally receive the speeds I was promised, my internet speed drops to below 5Mbps multiple times throughout the day, rendering it unreliable. I have had to restart my router more times in the first 3 months than in 8 years with BT. Final Thoughts This experience with Virgin Media has been the worst customer service experience I have ever encountered. The level of incompetence, miscommunication, and lack of accountability is unacceptable. At every stage, I was given false assurances, forced to chase my own installation, and subjected to avoidable delays due to poor internal processes. I have spent countless hours on the phone and chat, yet the issues remain unresolved. The lack of follow-through from your support team is appalling. Once my contract is up, I will not be staying with Virgin Media. I would strongly caution anyone considering your services to reconsider before committing.
• The broadband is appalling and there is no signal in bedrooms. • The landline still does not work, despite numerous requests. • The app does not work..ie.. it will not accept my mobile number (keeps telling me it must be 9 digits). • Customer service is non existent....I have phoned a number of times....only to hear..."the current wait time is 1 hour" • On the few occasions that I have got through to customer service....I have just been cut off!!
Absolute joke of a broadband company. Charged additional fees that where not not included in either contract details send by email or sales chat online. Now the agents are saying they cant send transcript of original sales chat and have closed a complaint I set up within 24hours as " customer agreed resolution" without even contacting me to discuss the issue. Virgin Media do not care about the service they provide to customers , even the automated response to reviews on here includes their Facebook page that hasn’t been up dated since November 24.
