Sharing My Experience

Hi, I just thought I would try the community channels to share my experience and see if anyone has had similar issues. I wanted to share my awful experience with Virgin Media so far as a new customer who joined 1-2 months ago. 

Firstly, I placed an order on the 12th of November 2025 for TV, Broadband and two O2 sims. After a week of waiting with no updates, emails or kit I got in touch to find out that the order never fully processed even though I ordered it online while on live chat and the advisor confirmed it went through? So was no one ever going to tell me this? I then had to reorder the whole package again, the only thing is that strangely the order had 360 not stream and there was a setup fee she told me to ignore. These will both be important later. 

After 4 or so days I got in touch with O2 to see where my sims where but they couldn't locate any order and told me to contact Virgin Media. Upon contacting vm they told me that the o2 part of the order doesn't get processed until your vm service is activated. This wasn't what I was told at sign up but anyway... 

My services get installed and activated - days later I still haven't received my sims. O2 still can't find any order and virgin media tell me to wait a bit longer and apparently they weren't allowed to share the o2 order number either? Still though after more waiting they never arrived so I contacted VM again and I asked to cancel the O2 order. At first they said I'll have to contact o2 which is bizarre as o2 can't see the order and I placed it with VM.  After a few minutes arguing they finally transferred me to cancellations and the guy told me that they were never processed. So after weeks of lies, I ended up cancelling the o2 order and placing a new o2 order directly with o2 which caused even more issues but I have taken that up with o2 already.

There was even more hassle with my setup as the one touch switch on Virgin Media's side failed leaving me to handle it myself and fair play to the guy on the phone he did compensate for the additional bills.

If you thought that was it, oh no, there is much more. We experienced multiple reliability issues with both our TV and Broadband with a yodel driver also leaving a multiroom stream box outside in the rain! They are now sorted but another inconvenience, during one of the TV issues one of the advisors actually hung up on me. 

Then, as I somehow still had those setup fees that where supposed to be waived I got in touch again and after 20 minutes they agreed to waive them and one of them was actually for TV360 which I never requested. I also asked for my main 360 box to be changed to stream like I originally asked for and they said they couldn't without a new contract. They had to pass me to some specialist team in the uk and her name was Jodie who was really helpful, she sorted it without a package change and got an engineer appointment sorted. But a few days later when I went to change the appointment on the phone I was told they could change it to 4-7pm same day and that someone will call me back. They never did. I called up again for an update but they misunderstood my issue and ended up fully cancelling the appointment so I hung up the phone in frustration and called the next morning and was able to get a new appointment. The engineer came yesterday and switched the box. 


 These are just a few of the many issues I have had in the past month or so

Throughout all of this I have experienced the most rude and incompetent customer service staff in my life apart from one or two advisors. Most of your advisors have issues with basic communication and can be difficult to understand or they can't understand my issue. I always find they end up creating more issues because of that. EE/BT focus on mainly script less customer service with a focus more on creating a relationship with the customer and it has got really positive feedback, their advisors are also based in the uk and Ireland for phone support. Maybe VMO2 should follow in their footsteps? I don't mean that in any sort of racist or derogatory way.

Maybe my feedback will just fall on deaf ears but I really want to see major improvements to the customer service as apart from it the broadband and tv is great.  I know there is a plan to transform  customer service and apparently it's already done wonders but not based on real world customer experiences at all. I hoped the merge with o2 would help vm's customer service and they could learn from o2 but the opposite happened and o2 got worse.

If one of the staff members on here could send me a PM to talk further that would be great, thanks!