Virgin Media is absolutely the worst company I have dealt with. Having had a broadband contract with them for 5 years (out of convenience and not an outstanding service), I have recently moved houses and decided to give it a go once again because of a good price for what I need at the moment. They were quick to sign a new contract and install the internet in the new place, they even took the old router on the installation day. However, I really struggled to confirm that the old contract is definitely cancelled. The movers team who scheduled installation kept transferring me to new departments and no one ever was there to help. After 3 weeks of repeatedly trying to contact them via the mobile app and the phone I finally reached a lady who advised she’s finally marking my status as ‘moved house’ and I thought it was the end of it. Now, 2 months later Virgin sent me a huge bill for 3 months and after I filed a complaint (not even written by me but automatically produced from the notes created by one of their customer service employees), and before the response to my complaint Virgin started sending me threats that it’s redirected to a debt recovery agency. Needless to say that after another phone call I made to them, of another wasted 40 min, I was informed that the response to my complaint will be sent to... MY OLD ADDRESS. It all happened while I was moving houses having a small baby to take care of, they wasted so much of my precious personal time it’s hard to understand how they are still accepted and used by any customer. It looks like their processes are designed to take money from people and delay stopping invalid payments coming in. They completely ignore the facts and stop customers from showing any proof that Virgin made a mistake. It’s hard not to say that it looks like a large scale scam. It’s absolutely appalling and I’m investigating how to go down the small claims court path. I definitely won’t choose them after my current contract ends and I’m making sure to spread this information amongst all my relatives and friends. ‘Appalling’ is a word not strong enough to describe how ridiculously this company acts.