TLDR; Avoid this company at all costs! If you're unfortunate to be with Virgin already and have technical problems, call 08000527553 to skip the customer service waiting queue nightmare to go to the second line technical team directly (they answer in less than a minute). My personal experience I've been plagued with issues with their internet since October 2020, and have literally spent 20+ hours, in the month of February alone, over the phone with them to try and explain my problems. We're now in March, I still don't have internet working properly and I can't wait for my contract to expire to move to another provider. Horrendous customer service The customer service is a complete mess: getting someone over the phone is a lot more difficult than it should, probably to deter clients from calling. When I want to speak with someone, I often end up with an automated voice sending me a link on my mobile to "troubleshoot my broadband connection issue". Technical nightmare When you finally manage to have someone over the line, they force you to go through meaningless troubleshooting ("turn off and on your router") even though the issue is unrelated, because they do not have the proper technical knowledge (I have a signal SNR issue where the connection is up and down, disconnecting multiple times per day). They've sent a different engineer 5 times at my property: 2 times my isolator was replaced (and nothing else) and 2 times the engineers said the issue was with the network team, not them (one even refused to get out of his car claiming he didn't bring any face mask and only discussed by phone). At some point, I managed to get the second line technical team phone number (08000527553) and avoided discussing with the technical team (150 or 03454541111), which saved time as they only kept asking me to reboot my router to make it work. When the issue is finally raised to the proper team, don't think this will solve anything: this team has closed my fault ticket 7 times (!!) between the 26 January and the 4 March wrongly claiming my problem was fixed, and everytime I had to go through the hassle of re-explaining my issue (when I managed to have someone over the phone) and opening a new fault ticket. Lack of any type of compensation/alternative solution Also, be warned that Virgin has a policy to only give you some credit back if you have a total loss of service for more than 72 hours. If you manage to be connected only one hour per day during this period, they will not compensate you in any form: the customer service department tells you their hands are tied and that you need to ask the technical team to raise a compensation request, but the technical team tells you they have no control over the compensation claims anyway because it's an automatic process. I have been using my 3G data non-stop since the 27th of February (we're the 9th of March and it's still not working) to work from home, but my claims are denied (because apparently there may have been internet an hour or so here and here). If, like me, you don't have internet at all, don't even bother asking Virgin for some alternative solution (mobile broadband, mobile phone 4G credit, etc...) as they cannot (or won't) help you in any way. Complains are ignored I've raised several complains but the compliance department doesn't even bother calling you back (even though I'm told they will call back within 5 days over the phone). "Escalating" the issue doesn't even make a difference, expect that someone tells you the compliance department will call you back within 48 hours (but they don't).