Avoid Virgin Media – Worst Customer Service Experience Ever I recently signed up with Virgin Media, and it’s been nothing but disappointment from the start. Salesperson Lies: The salesperson promised a £75 voucher as part of the deal. After activating the router and emailing the address they provided, I was told there was no record of the voucher. After multiple calls and complaints, they offered me a measly £35 as compensation. Billing Issues: The salesperson also said my contract would start upon activation of the router—not true. My billing started the moment the package was delivered, meaning I had to pay for both Virgin and my previous provider, TalkTalk, for a whole month. They offered a £10 discount, but it still felt like I was being misled. Hard Credit Search: Without informing me, they performed a hard search on my credit file, which affected my score. When I raised this, they brushed it off, saying it was standard practice with Equifax. This will stay on my credit record for a year. Unbelievable. Equipment and Service Issues: I didn’t even use Virgin’s service for the first month because I still had TalkTalk. When I tried to set up the router, I discovered there was no Virgin plug in my home—despite them insisting over the phone that there was. The Hub 3 router they provided delivers poor Wi-Fi coverage. In some areas of my home, I only get 1-2 bars of signal, and I can’t even perform a basic Google search upstairs. When I called for help, the technician was rude, unprofessional, and made jokes during the call. He claimed to send a Wi-Fi pod to boost the signal, but it never arrived. When I called back, another agent was more helpful but revealed that Virgin limits the router’s settings and features, so you’re forced to pay £8 a month for these extra Wi-Fi pods! My previous TalkTalk router covered my entire house and even worked in the garden—Virgin’s doesn’t even cover the upstairs. My Solution: I’ve had enough. I purchased a new TP-Link router and plan to switch Virgin’s Hub 3 to modem mode. Hopefully, this solves the issue, and I won’t need to deal with their awful customer service again. Summary of my experience: • Salesperson: Lies to make the sale. • Hard Credit Search: They do this without warning, and you can’t remove it. • Customer Service: 50% unhelpful and unprofessional; 50% actually doing their jobs. • Hub 3 Router: Limited on purpose to force you to pay monthly for Wi-Fi boosters. I’ve never experienced worse customer service or broadband service in my life. I can’t wait to finish my contract and leave. I might even switch to a 5G antenna or return to TalkTalk, who never gave me this much trouble in 6-7 years. Bottom line: Avoid Virgin Media at all costs. They lie, provide poor service, and only want to squeeze more money out of you.