I set up a broadband contract with your company in late 2022. The original set-up was problem-free, and we were fully up and running in our old flat on day one. Unfortunately, due to the current renting market and cost of living, our landlord chose to sell their property, meaning we needed to find a new home mid-way through our contract.

I had no issues maintaining the Virgin Media contract and transferring it to our new property if possible. So I phoned your team well in advance, 4th October, a month before our moving date, 4th November, to ensure this would be ok, and I was advised that it would be possible. Also, Your team could install it on our move date. I was delighted with this and gained my new landlord's permission to have the installation.

The problems started three days before our moving date when I received an email informing me that the set-up would be delayed because it required permission from the two adjacent homeowners. This late notice did not give me enough time, and I needed to interact with neighbours myself when I was not even living at this property. This delay was unsuitable as I work from home, edit videos, and upload large files; my partner is a game developer. However, we were willing to try to connect with Virgin Media for the sake of high speeds, and I thought this might only leave us a few days without internet, so I worked on the permissions.
Unfortunately, the couple at number 7 were away on holiday and number 6 was an elderly lady living alone. It was challenging to ask for permission as any cautious person would be weary of a stranger knocking on their door in the evening, asking for personal contact information to get Wi-Fi with nothing more than an email from Virgin Media to validate the request. Why could your team not write to the owner of each property officially, allowing me to advise them to expect a letter, and could they help me. I think this would be a better process, especially for customers who are just moving in and unaware of neighbours, so it may be an improvement point for you to consider.

In the meantime, our existing service was stopped on November 2nd at 11:59 pm, a day early. Again, I was willing to overlook it as I thought it wouldn't take long to get a connection again.

Eventually, we gained permission, and I provided it to *******@virginmedia.co.uk, who 1st emailed me requesting the details. They took three days to reply, confirm receipt, and longer to take action. Eventually, both neighbours received emails with permission forms and instructions to print, sign, and scan back in before sending it back. Again, your process of using only email electronic interactions meant that this was a problem, as neither of them had access to a printer or a scanner. So I had to ask me to arrange to print the forms, which I had to go to my parent's home, at my cost, as I also didn't have access.

I got the forms completed, but both neighbours wrote conditions on the form to make sure they got restoration of their property to their satisfaction. I then called customer service to speed up response and was advised there's no direct way to speak to the "residential wayleave" department. You can only reach them via email, which wasn't a fast response time again, and as I continued down this timeline, responses only got slower.

At this point, customer service finally offered a pocket Wi-Fi, which was irritating since no other time I phoned before was this given this option, and I advised I worked from home. I accepted this offer and received a pocket Wi-Fi with 250GB capacity until December 14th. I had already been without Wi-Fi for 10 days (I had to increase my mobile contract to cope with its use at my own expense).
The email response from the "residential wayleave" department. It took five days this time, and only to advise of a new problem, in that they couldn't accept the forms, as they had been written on, not just a date and a signature. I didn't see how this was an issue since their additional comments were making clear their expectations, and no one had advised how to share any expectations of the neighbours. The form still permitted with their signature. So, I had to repeat the process, inform my neighbours, and return to my parents to print off new forms. I got these back, but it took five days for any response, with no way to speed up the process as the team is uncontactable.

We were now three weeks without Wi-Fi, and the pocket Wi-Fi couldn't support a working household with a 250GB data limit, so we had to constantly limit our Wi-Fi usage to stretch it out and make it last.
I was told that the earliest your team could install was December 14th, six full weeks after we moved in! You seem to get put to the back of the queue whenever you need to answer a question or issue raised by the uncontactable "residential wayleave" department. I asked to escalate this and spoke to someone on the pre-installation team. They said there was nothing they could do to bring it forward due to external work and then credited £75 to my account to compensate for the delay, as it was the best they could do.

I asked if I could speak to someone to help your company improve this process for future customers and was told I could raise a complaint. However, based on their experience, nothing changes as these processes have remained inefficient and have been this way for a while. Hence, I decided to write a review due to this lack of customer acknowledgement which does not align with the customer-first organisation policies.

I then waited patiently for the 14th and took the continuing financial impact as I had to travel to cafes or family members' homes. I use my phone data to do my work. Unbelievably, I received an email on December 11th, just three days before installation again, saying it was delayed. This was followed by a phone call from the company to tell me that the install date will now be the 30th of December. This would make it 8 WEEKS after my initial set-up date.
I had no confidence that the new date would be met! So I demanded to be released from my contract with no penalties and compensation, as the failure to deliver an acceptable service in an acceptable timeframe has long passed.

They released me from my contract with no exit fees and when I asked for the £75 credit on the account to be sent to me to help cover the cost I had taken waiting for them to provide a service, I was told they could not do this. I proceeded to ask why this was and they said that they had cancelled the account and therefore it should be sent to me automatically. I never received this!

I am appalled at the process and treatment of this affair and the lack of urgency to complete my move process and keep my business. I have been left out of pocket during a cost of living crisis and the company Virgin Media show no remorse or customer care for causing me stress and an unnecessary financial burden.

Their website states "customer first company." But this is a lie!

The worse customer service ever?

Oh my god
Oh my god, where to start, the services I receive Inc TV broadband and landline are fab, but iv gotta warn whoever is reading this, customer service is non existent, there is only 2 ways to get InTouch with a human person, 1 call up which in real time reality takes at least 2 hours of ringing n the same 3 tunes whils waiting to be connected, and once you actually get thru to someone, they can't help, and need to put you thru to someone else, which is again the same 3 tunes again for hours again, then if you get thru nothing gets resolved, and you will get offered £5 or £10 good will gesture, which you will never receive simply because this company know you won't ring up again because the pain in the bum waiting times, or you could try 2, online which i really suggest you give this way a miss, i had a problem with all my services and couldn't get thru on the phone so tried this way, i was immediately transferred to warsapp so I could as it states, get in with my day, so here's the punchline, after 3 days if waiting for a reply, I got a reply, but in this reply, I had a conversation about something that didn't relate to my question. This went in for days, with the waiting for a reply etc etc, to where I just took screenshots of the whole conversation along with clear times and dates of all replies to and from and told the operator I'm going to talk to consumer advice, to where i got a reply of i can offer you again £5 for your complaint to be closed, obviously I told him no I'm going to consumer advice, n because iv stated that, I'm still waiting on a reply, to I'm pretty sure I'll not get one, n if I do it will be after 2 or 3 days go by. I'm not saying the companies product is had, because in reality iv never had a problem with the package iv got now, but i think it's only fair to warn new customers about the sheer lack of customer service you will be recieving, it's that bad you won't be able to cancel your product if your not happy within the first 14 days, due to simple lack of customer service agents, another thing to be aware if is the advisors are not trained, some of them struggle to read a simple English sentence and if they manage to get that far they seem unable to understand what it means. So to sum up this review, iv got absolutely no issues with the product at all, but if I could cancel my services without any fee, then i would purely because the customer service iv received is so poor, I'd be ashamed of myself.

So this has been live for a hour or so and iv had a reply to a review iv left, no more than 2 or 3 hours ago, so let's break this reply down. They are sorry about me not being happy with the service iv received, and it's not of normal practice, so my answer to this is, absolute lies, if everyone scrolls thru all reviews left for virgin media, you will see it's not just me stating this issue, it's every review left, many of the reviews stating they woul of left 1 star if it be possible, so I in reply to your reply, it's not Ur usual practice, ermmm please look at the reviews and see that you have replied with the same message to all of the reviews with a negative review, please tell me how on earth do u expect ppl to use the contact details you have left on all the negative reviews if they are all reviewing the same thing (TRYING TO GET IN TOUCH WITH SOMEONE TO HELP) so in all honesty the details you have left for everyone is NOT going to help anyone because NOBODY that's repeated NOBODY can get thru to your NONE EXISTANT VERY POOR CUSTOMER SERVICE,

One last thing, I find it very frustrating that the company, namely VIRGIN MEDIA can reply to reviews left with great urgent, but can't pick up a call or reply to there warsapp messages from customers who need actual help.

YOU SHOULD Be ASHAMED OF YOURSELVES, AND I URGE ANYBODY WHO IS THINKING OF JOINING, THE SERVICES PROVIDED ARE OKAY, BUT IF YOU EVER NEED HELP, OR YOUR SERVICES HIT A PROBLEM, YOU REALLY WONT BE Able TO GET IN TOUCH WITH CUSTOMER Services UNLESS YOU CAN DEAL WITH THIS POOR SERVICE, ID KOOK AT SKY OR BT WHO OFFER BETTER CUSTOMER SERVICE. Pay a couple quid more a month if I was you. You will thank me in the long run. Please read a few more reviews before making up your mind

Date of experience: September 12,2023

Appalling service! Following receipt of a bill saying my contract was ending I contact Virgin and was advised that the price was increasing the next day from £43 pm to £82 (!) I wouldn't have known otherwise! Worth also mentioning that I have been a customer of theirs for the past 12 years.

Following that initial call, via India, who then transferred me as I said I was unhappy with this increase and the offers suggested, and after some negotiation with a Customer Service representative based in the UK, it was suggested that a revised bill of £48 pm could be offered bit that he would speak to his manager and get back to me the following week once he had sought approval to reduce my monthly bill to £42 with a reduction in broadband. Two weeks passed, no phone call back, so called again, this time via the Philippines. A different set of figures were quoted but accepted a downgrade in TV channels for £38 pm. I soon realised that the downgrade meant my regular channels had disappeared so called the next day, again someone from overseas, asking to revert back to what I had pre increase, but overnight the price had changed and was now £53. I was then put through to a UK customer service person, a lady based in Sheffield, who said with a discount I could have the original package that I had with no changes for £43, which of course I accepted. This was 2 days ago. All was fine, channels back on yesterday. Then today they've been removed again. After spending around 2.5 hrs today trying to get this reinstated - assuming a fault - I was advised that the package I had was the basic. After much checking and going back and forth, being put on hold, was told that this would require a price increase to £53. Absolutely no logic or consistency. I asked to be transferred to customer services UK but was told this wasn't possible. Frustrating doesn't cover this. No joy, hung up, tried to call using the options previously given to get me through directly to the UK team but ended up overseas with no resolution. I insisted on being put through to the UK customer service, and eventually got through after a 52 minute wait. I explained exactly what had happened, that there must have been a note of who agreed the £43 - or a phone call recording to verify our conversation specifically asking to revert to the same package as I had before, including Sky Crime, but he said he could only offer this for £48. I asked why the previously applied discount, reducing to £43, wasn't being applied and he advised me that he'd already used up his discount quota and any previous discounts couldn't be retained. I asked if he could speak to a manager about this, but be said it wasn't possible. So by the end of this palaver I was so frustrated I have now given notice. Virgin services haven't been as reliable either, with frequent disruption to broadband, to a lesser extent the TV channels. Trying to get through on the phone is ridiculous and the general inconsistency in pricing does Virgin's reputation no favours.
Impossible to recommend on this basis.

I have been with this awful disgraceful theiving company for 14 months on an 18 month contract hahaha i must of got 8 months of service the rest was down time, disruptions, on some days in a row 3-5 net was on 5mins off 15 mins all day long for days called them they cant resolve untill one guy spilt the beans he said we are using over 120gb a month and gone over which is lies we never went over our 40 gb in years with other providers, he then says you need to upgrade i told him i have been to citizens advice and they said diconnect get another suppklier and dont pay them any more as they are not provided you for what your paying for and they lied in their terms and conditons about price increase this April 2023 so have right to walk out, he then says ok there is one way i will reset your data, which was lies again because they are just doing it from their side manually it worked 4 hrs then exactly 19:55pm it started happening again and still going off every 5 mins they waited till closing time and started it off again DONT GO WITH THEM TRY ANOTHER like GIGABITE or CITY FIBRE you get fastewr download and upload incase you dont know virgin upload is only a couple of meg when they are the same as download making your internet 10 reliable and faster i know this as i have it at my new address.

Please avoid ultimate volt bundle on Virgin Media
We signed in for ultimate volt bundle the so called flagship of Virgin Media transferring our TV from Another provider in the UK. Little did we know what we are going to face from Virgin. On the day of transfer 17 September, engineer came, fixed the router, said for the TV on first floor would need changing of cables as there is deficit in frequency of 13%, fixed a date for cable replacement supposedly for 10th October. No one came on 10th. Called up and customer care came up with an excuse that a third party is there so a visit will take place on 11th October. Still no problem fixed. Supposedly the engineer who came on 11th October was not qualified enough and now the visit is scheduled for 27th October. I called up customer care, wasted 45 minutes only to be told we cannot reschedule early visit, and do what you can. Requested cancellation department, was sent to the retention team, only to be informed that they cannot schedule an engineer to visit earlier, if I cancel there will be hefty termination charges. I am going to write to Ofcom about this harassment. They have dug a hole in front of the house on the pavement which is a health hazard but it seems they can do anything. I am quite frustrated and was wondering if they are accountable and should the customer be compensated. It will be more than a month and they don't have any reaponsibility. Any suggestions would be welcome.

I was told by Virgin Media to go a mobile number which is manned by a bot and when asked to give it to a human being please see below the reaponse Thanks for choosing to Message us today. We don't have availability to accept any more messages at the current time. Please come back to us later.

You can still get many of your queries resolved on our dedicated help pages on our website or on our My Virgin Media App which you can download from the App Store or Google Play Store.

If you need to speak to one of the Team you can call us on 150 from your Virgin MediaO2 Landline or *******111 from all other providers. Thank you for your patience and understanding

I still maintain they dont want to provide service but try to mislead customers. The least they could have done is to call people when they complain on Trustpilot but they are nit bothered! For them ' Customers go to He.''
Date of experience: 13 October 2022

FOR ALL DISABLED CUSTOMERS OF VIRGIN MEDIA: BEWARE!
My phone and internet services were generally working fine until Virgin Media decided to change their landline phone system. Instead of being plugged into a separate landline it is now plugged into the back of the interet router using an adaptor. This now means that when the internet fails, the landline also fails. For many people having a landline is a back up lifeline, especialy for those of us with disabilities or medical conditions.
In my case immediately after they plugged the landline into the router there were constant problems with the internet and phone - both became unfit for purpose.
After 2 weeks of being stonewalled by their incompetent customer services I made complaints. My complaints were ignored until I contacted OFCOM.
I raised the issue of how having the phone dependent on the broadband now means than when the internet fails (which is very frequent with Virgin Media!) the landline does not allow calls, including emergency calls.

Despite me informing a member of the CEO's executive team that I have a physical disability, their response was to insist upon sending and installing a giant telephone with braille and large number buttons, of the type specially manufactured for persons with sensory, intellectual, and age or dementia related impairments. They installed it my living room where it created an eyesore.
Disability aids are great for persons who need or benefit from them, but not every dsabled person does need or benefit from them, and as a person with a disability that does NOT need or benefit from them, I found this discriminatory, degrading and offensive.

I truly believed that "Great" Britain, 22 years after enacting the Equalities Act 2000, had moved on from the dark ages where, instead of treating disabled people as individuals, they all get lumped together and sordidly assumed to have sensory, motor or intellecual impairment.
Virgin Media's response of "anyone can use that phone" merely served to demonstrate Virgin Media's ignorant determination to keep backwards attiudes that belong in a long bygone era alive and well.

When I expressed my dissatisfaction, instead of listening to a long standing customer and considering the wrong message they are sending to their disabled clientele, they resorted to defensiveness and ghosting.
When I tried to sign up to alternative providers I was informed by those alternative providers that Virgin Media were making things difficult and sign ups could not be fulfilled because of that. I was also repeatedly lied to and promised actions that did not materialise.

It's hardly a wonder that social media is so fequently awash with avalanches of complaints about the incompetence of Virgin Media's call centre "customer services" when you encounter such vile rot at the core of Virgin Media's executive level!

I have had the most horrid experience with trying to get Virgin Media broadband, I signed up on 11 January and was told that I would be up and running on the 29th January,
It is now 28 January and all I have got from Virgin is Lie after Lie after lie, pre-installation team blaming construction team saying the road outside my house needs to be dug, up. After many, many calls to the preinstallation team, I finally got to speak to the construction team who clarified that AT NO TIME DID THET GET ANY REQUEST FOR WORKS OUTSIDE MY PROPERTY and that all it required was minor works, I was supposed to have engineers allocated to me on the following timeline
Saturday 19th - this was cancelled as apparently, they had engineers coming on 21 Feb
Monday 21 Feb - No-one turned up to do the minor works, rebooked for 25th
Friday 25th - I have been advised engineer turned up but did no work, took some pictures of where the cables need to go, bear in mind he was supposed to be coming to do the cable work. Rebooked for Monday 28th
Monday 28th - it is now 15:45 - I spoke to the preinstallation team again and have been told that an engineer has been allocated to me for the cabling works but they have no update as yet.
I am supposed to have the Equipment installed tomorrow - this installation has been delayed and pushed back at least 6 times all because the pre enablement engineers keep not showing up or if they do, they do not carry out the works that are required. So who thinks the engineer will actually turn up before 6pm today 28th February.
I have had to ask for time off work several times because I was promised whole-heartedly by the preinstallation team that the works will be done each time and the installation engineers will not be canceled and rebooked but each time it got canceled and rebooked, so again I have asked for time off from work tomorrow but I have the feeling that it will not be installed tomorrow.
The preinstallation team has emailed and tried to call the so-called pre- enablement teams area managers, but guess what they can't get through and have no reply to any emails.
This is by far the worst experience I have had trying to get Internet installed, worse than Talk Talk and Vodafone, so before you decide to get Virgin Media broadband, make sure you are willing to get angry, frustrated, your time wasted, and be lied to time and time again, I have reached my limit if the equipment is not installed tomorrow I will cancel my order and post my story on every social media outlet I can find

Update
I have now cancelled my order because Virgin media use 3rd party rubbish engineers, their so-called engineer has reported that the box they need to access is on a constructions site which is a load of rubbish, first, it was my road needs to be dug up, then they do not know where the box is, then it was minor works,, pictures were apparently taken of where the cables can come in and NOW THIS RUBBISH about a construction site, I will never ever recommend virgin media and I promise I will leave a review on every review site and social media site I can find to warn others of the horrendous and disgusting service provided by their 3rd party and their own Engineers

Judge for Yourself… Full Chat transcripts kept as evidence

I was a VM Customer and joined O2 and was given an upgrade from 500MB to 1GB broadband. I was informed that I needed an upgraded router which was sent out via Yodel. Tracking said out for delivery on Friday. Delivery never attempted, tracking said "Please arrange to collect your parcel from our depot by using the Manage your parcel feature above". I sat in ALL weekend as Yodel promised each day that it was going to be delivered. Didn't happen.
Monday 22nd Nov 2021VM Online Chat (took 2hrs) and informed them I was at work. Asked for router to be put to a shop for pickup. Not possible finally got them to cancel first router and send out another for pickup from a shop near my work.
Tuesday 23rd Nov 2021 VM Online Chat (5 hours 11 minutes) contacted again as no sign of old router being cancelled or new one dispatched.
14:20, Nov 22 Alistair: Broadband TV or Phone
16:33, Nov 23 Ayat: Apologies for the experience, I will go ahead and raise a new order for you, Alistair. Is it a new Hub4 you are looking forward to upgrade to with 1 Gigabytes?
17:50, Nov 23 Ayat: Appolgies for the experience, Alistair. I just tried raised an Order for the new Hub4 but due to somereasons it is not happening, You please need to cotanct us after 24 hours, As the system will be refreahed and we will be able to send you a new Hub.
18:01, Nov 23 Alistair: can you not just do this i have already spent hours over the last 2 days on this chat trying to get this sorted?
18:13, Nov 23 Ayat: I can completely understand this, I am unable to place the order, Alistair.
18:15, Nov 23 Alistair: this is not acceptable. VM is taking up too much of my time and I'm going round in cirlces
18:16, Nov 23 Alistair: you give me a service that i cannot use and spendin hours on this thing. I want to cancel my broadband
Alistair: this chat was *******@14:20 hrs GMT it is not 18:54 hrs!
18:57, Nov 23 Reliza: Excellent! We'll need to go through a few security questions. I'm going to send you a secure web form for you to answer. Please put the 7th, 10th and 13th characters of your password in the secure link. This is the password you use when you call in, and not your online account password. Please keep in mind that the form will expire in 30 minutes once we have sent it to you.
19:05, Nov 23 Reliza: Great. Thanks for that! May I know the reason for contacting us?
19:06, Nov 23 Alistair: How many times do i have to repeat myself, 1 min until i copy and paste
19:14, Nov 23 Reliza: I do apologize for that, Alistair. Just to confirm, do you want to have the Hub 4, right?
19:15, Nov 23 Alistair: i would but i cannot afford ANYMORE time dealing with this myself, too much time spent on this already
19:15, Nov 23 Alistair: i am risk my employment, I am supposed to be working not on this 19:18, Nov 23 Reliza: I'm very sorry about your frustrations today, Alistair. Let's work together and try to sort this thing out, okay?
19:18, Nov 23 Alistair: ok 19:19, Nov 23 Alistair: its not just today though this is the second day on this
19:22, Nov 23 Reliza: I'm so sorry about that, Alistair. However, if you really want to have the Hub 4 you can coordinate with our faults team regarding this because in this department we only handle the customers who are in need of new contract.
19:25, Nov 23 Alistair: I DON'T HAVE ANY MORE TIME JUST CLOSE MY ACCOUNT
Wednesday 24th Nov 2021 VM Online Chat (33 minutes)
16:57, Nov 24 Dixit: Hi Alistair I am so sorry to hear that you have not receive a response on your complaint not to worry I will quickly check the details and help you with a resolution
17:06, Nov 24Dixit: Alistair I am so sorry to see that the hub was not delivered and you have applied to disconnect the account. May I know how can I help you today?
17:07, Nov 24 You: well i am getting no repsonse on the forums so am looking for a conclusion one way or another
17:08, Nov 24 You: have you read the forum posts?
17:08, Nov 24 Dixit: Alistair I am so sorry I am unable to read the forum as we are restricted from accessing any link.
17:09, Nov 24 You: do you want acopy and paste of the transcripts for monday and tuesday then?
17:09, Nov 24 You: if you don't have them there?
17:10, Nov 24 Dixit: Alistair No I have the details on the account notes. May I know what resolution you are looking for so I can get it Immediately.
17:12, Nov 24 You: well what I have wanted all along a hub that will let me use 1gig as promised but if this can't befinalised today, I am on a 10 minute break just now at work. Then you close my account
17:16, Nov 24 Dixit: Alistair I am so sorry but to order the hub 4 we will need to cancel the disconnection request. So Would you like to go ahead and cancel it?
17:16, Nov 24 You: if it can be done now yes
17:20, Nov 24 Dixit: Alistair Okay so I will now connect you to the Customer relations team and they will cancel the disconnection request and then get you connected to the care team who will order the Hub 4 for you.
17:20, Nov 24 You: please don't use YODEL
17:21, Nov 24 You: sorry, my break is up I need to go back to work now
17:22, Nov 24 You: see this is what I mean I spent 5 hrs on this chat yesterday and it looks like I am getting the same thing again today.
17:22, Nov 24 Dixit: Alistair Not to worry I will leave a clear note on the account and then give a direct calling number to use so we will be able to do it once our free. Will this be okay?
17:23, Nov 24 You: someone needs to phone me not the other way round
17:23, Nov 24 You: I will be at home tomorrow until 12:00 hrs

Thursday 25th Nov 2021 VM Online Chat (46 minutes)
Alistair Skakles Unsure + Account Holder: Hi Arbiya
8:05, Nov 25 Alistair Skakles Unsure + Account Holder: Can you please look at the notes from my chat yesterday please?
8:05, Nov 25 Arbiya: Hi Alistair! I am really sorry for the wait time you have experienced. I do see that you havecontacted in order to report that you are looking for cancellation. Not to worry, you have reached the rightteam. I can surely help you today. Absolutely, let me have a check on your account notes.
8:06, Nov 25 Alistair Skakles Unsure + Account Holder: thanks
8:06, Nov 25 Alistair Skakles Unsure + Account Holder: from the transcript
8:06, Nov 25 Alistair Skakles Unsure + Account Holder: 17:20, Nov 24 Dixit: Alistair Okay so I will now connect you to the Customer relations team and they will cancel the disconnection request and then get you connected to the care team who will order the Hub 4 for you.
8:07, Nov 25 Alistair Skakles Unsure + Account Holder: this is what we need to do. If this isn't possible then I will leave cancellation in place and start my ordert with another provider
8:09, Nov 25 Arbiya: I am really sorry for the inconvenience Alistair. Please do not worry. I do see the retentions team online now. I can connect you right away if you agree, they can surely help you getting hub 4. May I connectyou?
8:09, Nov 25 Alistair Skakles Unsure + Account Holder: yes please
8:09, Nov 25 Arbiya: We can transfer you through our Messaging service to our Customer Relations team to help you further.
8:24, Nov 25 Lisa: I can see that and I will feed that back to Yodel but I can not order a new one.

Received a final bill with a demand for £240 for termination of my contract early:
Thurs 6th Jan 2021 VM Online Chat (2 hours 15 minutes)
17:07, Jan 6 Meena: Thank you for your patience, I have looked into your account and I see you have cancelled services within the contract period and hence you have been charged early termination fee as per the terms and conditions Alistair.
17:10, Jan 6 You: you ugprded me to 1GIG and sent out a router which was never delivered by yodel. I even requested another router which was refused. So unable to use the service as you didn't supply hardware I spent HOURS and I have proof trying to sort this mess out with you
17:11, Jan 6 You: I couldn't use a service without the hardware so why would I stay with a provider that cannot provide?
17:29, Jan 6 You: here I am again over 90 mins repeating myself and getting nowhere
17:29, Jan 6 Meena: I am sorry to know about the hassle which you have come across Alistair, I feel really bad after going through all these and you have been so patient so far. Dont worry I will see what best can be done for you. But we could have definitely cancelled the order and placed a new one before cancelling Alistair.
17:30, Jan 6 You: but you didn't and as per the transcripts refused to send out another until you got the one that Yodel lost Back
17:31, Jan 6 You: yuou will see that the transcripts over the days contradict themselves
17:44, Jan 6 Meena: Alistair, I understand what you are telling but this is completely the issue with yodel and it was supposed to be dealt by them else we could have cancelled and replaced the order. I have tried my best Alistair, but unfortunately we cannot waive off the charges as you have been able to use the services and itcould have been resolved alternatively. But as you have cancelled it between contract, you was been charged with disconnection fee Alistair.
17:46, Jan 6 You: Did you not read the information i poasted?
17:52, Jan 6 Meena: Okay where you not informed that you will be charged termination fee if you are cancelling the contract Alistair?
18:00, Jan 6 Meena: Alistair, we booked for the second time and you never waited for the delivery to be sent, you immediately put a request for disconnection Alistair. Please understand this charges cannot be removed as itsvalid from our end.
18:03, Jan 6 You: no, i made contact with VM as you had not even bothetred to disptach the second one. Eve though yousaid you had. Enough, I will now seek compensation for the time and stress your company has continued toput me through over these months

I have now raised a complaint through offcom and seeking an apology for time, stress, lies and incompetence and now compensation too.

Probably The Most Inefficient Company I Have Ever Dealt With!

I have been having problems accessing my Virgin Mobile voicemail and also no-one can call me on my phone. I can call other people and I can send and receive text messages. These problems have been going on for MONTHS. I am in EU right now.

After exhausting all Virgin Mobile support options and after sending 120 text messages, I complained to Virgin Mobile CEO on 01/04/21 by email.

Problems were still unresolved, even after writing to him, so I wrote again on 06/04/21.

Eventually my case was handed over to the "top" techs in Virgin Mobile.

I was finally left with a bandaid solution to access my voicemail and a promise that a new SIM card would solve all my problems. Needless to say, it has not.

On top of that, they never bothered to send the SIM out when I initially asked. I had to follow up and in the meantime they disconnected my existing SIM, so relatives had to express mail the new SIM to me, at my expense...

But wait there is more!

It now seems that the SIM card that they sent out to me, had not been migrated to the Vodaphone network, which they are now using. So now another SIM card has to be sent out to me, which they claim will solve all the connection problems. Yeah right!

I have sent HUNDREDS of text messages to their support and dozens of emails, over these months, all to no avail. An utter waste of my valuable time.

There's much more to add to this debacle, but really there is no point in writing it all here. Suffice to say, their support and communication in support is TERRIBLE. I was promised callbacks on several occasions and no one called me. And if they had tried to call, they could have texted me to call them back, but no, of course they did not.

I have filed complaints and still no-one bothers to contact me. Terrible way to treat customrs.

I have even written 3 times to the Virgin Mobile CEO and Executive Team, to try to get these issues finally resolved, on 28/06/21,05/07/21,07/07/21. All emails remain unanswered.

I have been a customer of Virgin Mobile for as long as I can remember. Not for much longer.

Easy to understand why Virgin Mobile only gets 1 star rating on TrustPilot. Avoid!

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