I would happily give zero stars, in every way for everything. My late mother had virgin and she unfortunately passed away in December. I call to notify them in January and was given two options. Either carry on with her existing contract OR become a “New Customer”. As she was a long standing customer she managed to secure a very good package deal. So I agreed to continue under those terms and gave over my bank details. However it has been anything but a smooth ride. Having to make contact, on average; monthly, as the direct debit amount was not correct and/or services not working. This came to ahead in March 22 when I received a bill for double the agreed amount. I called and was informed that the amount to be debited from my account was not that amount, this was showing as they had not made a manual credit adjustment in time. Direct debit date comes around and they take that larger amount. I called again and demanded my money back. I was directed to make an Indemnity claim at the bank, which I did. Then in April I received a bill with an even larger balance. I was persuaded by a virgin media sales rep that all my problems would go away if I took out a new package as I wasn’t actually on a contract - which incurs a charge, there was no direct debit set up - which incurs another fee. So I set up as a new customer and there was a very detailed conversation about amounts to be paid and credits and account closures. Suffice to say I sought another provider and had them come and install actual fibre to my property, not a glorified broadband speed. To then be told that it’s virgins standard procedure to charge a month in advance. This was never outlined to me at all during an hours telephone conversation. So I called to close everything down. And even though I’m not in contract, or at this point, even using their service (every virgin piece of equipment was unplugged and set to the side) and that I would need to arrange for their equipment to be sent back or they are going to charge me £65.00. Cut to now. Having spent 36 hours in their chat queue and it is only now that o have managed to get a complaint officially raised. I am now left with a motorways length of cable at my house which is draped through my guttering, stuffed under hedges and worse - a tripping hazard as pointed out by the new providers independent regional installation team. No wonder the service was so shoddy it was never installed properly. I will never have any Virgin Media product in my house again. And now they have merged with O2 - with whom my family have been loyal customers for years. We are also in the process of switching all mobile contracts and services to another provider. I will now actively discourage people to sign up with virgin media and I will leave negative reviews at any given opportunity so that people are aware just how this disgraceful and inept this organisation is. BEWARE of virgin media. They are quick to take your money and make their demand for it. But if you have a problem or complaint you will passed from pillar to post and heaven forbid you suffer a bereavement. And here is the real kicker ladies and gentleman - after all said and done. They are insisting that once the closure is complete I will still owe them £40.odd.