“We have had no regular internet for around seven weeks now and we are a business!! We have filled in three email complaints form on their site, we have also written three letters and made so many phone calls to them, with no response so far!!!
We have had intermittent Business Broadband (going on and off constantly) since the beginning of October 2024! We began calling Virgin Business to report the fault on 17/10/24, when the internet was going off for whole days!! Our call log states the following calls to them:
17/10/24 - 2 x calls
18/10/24 - 3 x calls
19/10/24 - 4 x calls
22/10/24 - 3 x calls
23/10/24 - 6 x calls
28/10/24 - 5 x calls
30/10/24 - 2 x calls
13/11/24 - 1 x call
16/11/24 - 1 x call
18/11/24 - 1 x call
We have had three different engineers sent out to us and each one says they cannot do anything as this is a power outage and that the telephone operatives are lying to us! We called again on Saturday morning 16/11/24, as we had no internet and another engineer has been booked to visit us but not until Thursday 21st!! We are a business who cannot work as our internet keeps going off and on and most of our service relies on the internet including our telephones, cctv cameras and media. We have asked to cancel our contract with them as they are not fulfilling the contract and supplying us the services that we are paying £60.00 a month for but we are told that we cannot cancel and we would be forfeiting our contract!!! We are told that the fault is still open, i.e. they are working on it, but we still get emails (when the internet IS on) saying the fault is closed, we think they are just covering their backs in regards to the contract by saying the fault is still open so in theory they are doing something about it?? So far still no response. DO NOT GO WITH VIRGIN MEDIA FOR YOUR BUSINESS BROADBAND OR YOU WILL BE BANKRUPT AND OUT OF BUSINESS WITHIN A MONTH OR TWO!!”
“Disgraceful company. We ported our business phone number in January 2024, spoke to them agreed for it to be done, sent the form for them to do it in and moved premises. They then disconnected us in April 2024 without warning and said it couldn't be ported. Because we had moved we have lost our long term business number, we were pushed around department to department. Lost business / had customers complain because they couldn't get hold of us etc spent hours and hours on the phone to them - been hung up on, lied to about writing to us with information (never received), lied to about being called back the next day during a timeframe (we stayed in waiting by the phone). I will never ever do business with Virgin again.”
“Avoid at all costs! The broadband service is really bad. I didnt know and im stuck with a 24 month contract!! Which i want to get out of!!😡🤦♀️they keep doing maintenance work every month or so our services are down on that day for about 10 to 15 minutes but i dont see a difference in service..i have called them so many times but they don't know what wrong!! They should Get there services fixed. They were brilliant wen thy were joined with ee network but as soon as they left that was the end of a good service. They need a gud network company like ee network. Not O2!!”
“Maximum zero stars
If a zero star were possible i would have given that. Outage for over 48 hours, was told a technician would be on site between 12 and 4pm, with a nice threat that a £25 charge would be added if no one was here from.our side. Well 4 hours later still no one on site, even though we made specific arrangements and cancelled meetings. Called their office, well a call centre in India. One person cut me off whilst i was waiting. Another told me to hold while he disappeared for 10 minutes and then disconnected.
Another phone advisor said she had no access to the technicians schedule... what a tin pot outfit set up!
Give VMB a very wide berth. Wouldn't recommend them at all, until they set themselves up properly and professionally.”
“Have been a business customer for around 3 years now - hopefully won't be for much longer.
If you're business relies in a solid connection, Virgin Media is the last company you should consider.
Their promotional material is at best misleading and at some points, flat out wrong, largely regarding the quality and level of technical support they can provide.
All call centres are based in India which itself isn't a massive issue, but the technical knowledge of call centre reps is outright embarrassing.
For the last 12 months, I have had on and off extreme packet loss every evening lasting through the night. The problem comes and goes approx every 8 weeks - 8 weeks things will be fine then the next 8 weeks will be so poor it's not usable in the evenings.”
“I had agreed a change of package after a call lasting 1 hour. I had moved on to “Can I help you with anything else?” when I suddenly got disconnected. I thought I deal with ‘anything else’ later.
When nothing had happened after I week I called back to find out that nothing was processed ‘because the call was disconnected’. No one called me back.
I waited then 50 min to get through to the sales team when I got mysteriously disconnected again during security clearing - I had pointed out to the initial call handler what had happened who was very apologetic. No one called back this time either.
I waited another 50 minutes on a third call to go through the entire change of contract again.
On the second call I was promised I will get a call back from a virgin media support worker in 48 hours. I am waiting for this call to happen.”
“A Shout out to Jessica | Business Customer Care | SO Operations | Virgin Media
The worse customer support employees from Virgin Media.
I'm trying to recover my deposit for the past month and she stoped replying to me for 3 weeks as she was on holiday apparently and now we are back as square one trying to explain to her the same issue for the 10th time as she couldn't be bothered to read previous emails”
“Total loss of all services - Hugely disappointed - A waste of space as a organisation - no one knows whats going on in different parts of the organisation and the tech support aren’t above giving you disinformation to get rid of you - I don’t think people in France , Germany etc would put up with this poor level of service - Avoid at all costs!”
“Scam lack of service provider with many of its own fake websites of to prop it up with fake reviews. As a new business we went with their top most expensive package with 4g backup . The beginning of 3 months of nightmares. Nothing installed properly 0 service or phoneline for 2 months. No 4g backup like advert said as "this fault doesnt cover it". Changed to bt, gave me internet in 1 day via 4g backup, virgin illegally blocked porting of number for a month. Still tried charging me for termination and 3 months where no service”
“Absolutely rubbish as a business broadband provider. Broadband down for 10 hours, and the say they cannot send an engineer out for 3 days! If you business relies on broadband avoid Vigin Business”
“Shocking! We have had internet going down every day for weeks now, Technicians do not have a clue and refer you back to customer service, They don't have a clue either and we go around and around...”
“horrendous... all our tills cut out last night due to an outage... calling Virgin today.. we can get a dongle to kick in on the next outage, but its 5 working days delivery, cannot collect anywhere, even in London, so this means that for the next week or so we have to literally PRAY that there is not another outage, and another £1000 or so loss from non of our 400 customers being able to be served”
“The engineer came in on Tuesday the 19th and advised us the swap over would be done towards the end of November.
Our internet and phones cut off around 12pm on Thursday and we have been unable to receive calls. We were advised the transfer would take place towards the end of August. I have rang SIX times and spoken to various advisors and been bounced around and around. I rang yesterday and finally spoke to a member of the operations team who said he would complete it by 5pm and to call back then. I then rang back at 5pm and was told the work wouldn't be completed today as the engineers had gone home!!! I have just called again and was advised to call back at 5pm today!!
Our original number hasn't been ported over either as promised!
We have now been without our phone lines for almost 24 hours and this is completely unacceptable as a business.”
“Useless as a business broadband. When it works it is fine but over the last 4 years the service has gone down at least twice a year and to get up and running again is a massive ordeal of being on hold for hours on end, being transferred to call centres around the world, to endless engineer visits. This last episode which prompted my review had seen our service being completely off for 5 days only to be told that I should upgrade to a more expensive bundle to get a better fault turnaround time! Against my better judgement I upgraded and 3 days later, still no service. I am currently listening to the horrible hold music which makes me want to shoot myself waiting to speak to a "customer satisfaction agent" - current hold time 1hr 22mins. p.s. they also deny their service outages which is infuriating when you call to tell them that the service is down and they say "no it isn't, we have had no reports of service outage"! Choose life, choose a different service provider for your business broadband!”
“It took 3 months to convert a residential line to a business line, appalling customer service throughout, no show appointments, promises of manager callbacks that never materialised. What they offered? a month of credit, or an ultimatum of it being raised to the MDO and ombudsman at which point their 'goodwill' gesture wouldn't be an option any longer, effectively threatening into acceptance. Utterly disgusting, and because it isn't a consumer contract there's no cooling off period so you're locked in.”
