Edward Rose
Virgin broadband has been the single worst customer experience of my life. Ever since it was installed the connection has been intermittent - disconnecting about 5-10 times per day. This makes it impossible to work from home. I have spent countless hours on the phone to their technical team and every time they just the same thing - tell me to reset my router (which I've done over 10 times), move closer to my router (has no impact) etc. They then run automated tests and tell me there's no problem, as if somehow I'm imagining it. Then when I went to cancel my connection they told me it would cost £240. I asked them what they would need in order to waive the fee, and a lady called Melanie told me I would have to ring the technical team and get an engineer to visit and be unable to resolve the fault within 30 days. I then asked her why the technical team hadn't sent an engineer on one of my last 4 calls and she told me I didn't meet the criteria. You couldn't make it up. Kafka-esque doesn't even begin to describe it... They're the worst reviewed broadband provider for a reason and I wish I'd read up on them more before starting our package. Avoid at all costs - as if anything goes wrong their customer service system is just completely impeneterable.
8 months ago
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Virgin Media has a 1.17 average rating from 1,637 reviews

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