When I signed up with Virgin Media last December, I was very hopeful of an improved service – both in terms of customer service and improved physical broadband and at a reasonable cost. I have to say my experience has been the opposite – overall it has been very poor. Virgin Media were very keen to sign me up but did not tell me that if I moved house I would be liable for exit fees due to my contract being ended early. So I was hit with a £200 exit fee which after I vigorously complained they reduced by £50. Still in my view a very underhanded and not a transparent customer service. The people who were buying our house went for Virgin so there was no monetary loss to the company. I would have stayed with Virgin at my new address but they do not provide a supply there. So beware of exit fees – especially if you are planning to move! In terms of physical service, whilst we did get some improved speed the Hub supplied was absolutely useless for WiFi coverage around the house. We had to invest in Router to boost the signal. And we regularly suffered outages (loss of service) for some hours at any one time. No notice, no apologies no compensation.
2 months ago
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Virgin Media has a 1.17 average rating from 1,394 reviews

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Alice, Customer Support

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