Not impressed.

I had broadband installed on 21st October 2025. Shortly after installation, I noticed slow speeds in two bedrooms and one security camera not connecting properly. The engineer advised that speeds would improve over time, which I knew to be incorrect.

I contacted Virgin Media on 30th October. The offshore call centre advised that I would need to pay an £8 monthly fee for a Wi-Fi pod. However, I was then transferred to the cancellations team, where Jamie advised he would speak to his manager to arrange a rolling £8 monthly credit to cover the cost of the pod and would call me back on 31st October. No call was received.

I called again today (1st November). The offshore advisor said she would transfer me to a manager, but instead I was simply placed into another queue. I called back again and was asked to perform speed tests. The advisor agreed that a booster was needed and confirmed that the call transcript from 30th October showed the £8 fee was to be waived. After speaking to her manager, she confirmed a credit would be applied and placed the order.

However, I have since received an email confirming an £8 monthly charge for the booster, and my account does not show any credit or adjustment.

At present, I appear to be out of pocket and have experienced multiple broken promises, poor communication, and misleading information