We have been with virgin media for a long time but the quality of service in the last year has been abysmal. In the last 9 months we have lost our landline and broadband 3 times. Each time we have lost service for several days and have to navigate the offshore call centre who are not empowered to do anything other than put you on 24 hour monitoring to confirm if you have a problem. After this or multiple 24 hour monitoring periods they will agree to book an engineer but the earliest appointment at the moment is 3 days away. So assuming it actually gets resolved on Tuesday it will have been 5 days. The issue this time was that Virgin engineers came to connect a property 2 doors down and wrecked our connection. Knowing this they left the site without repairing it. They said the wiring in the street was a complete mess and they didn’t know what to do! So we go to the back of the queue spending hours chasing call centre staff to get an appointment. In the meantime we can’t work from home, our kids can’t do their homework and everything else in the house that relies on broadband is broken. There is a standing joke at my work about the state of my broadband. I am fed up defending virgin, I would not recommend them to anyone considering a new broadband provider. When it is working it is some of the fastest broadband available but stability of the service and response when things go wrong are far more important. I doubt very much that I am getting anywhere near the speeds I am paying for on average anyway. If you are considering moving to virgin I would think very carefully about whether your existing supplier is reliable first and what their customer service is like.