I have had the worst 6/7 months of service from VM and visits from a hopeless engineer with an attitude problem. Broadband then TV, managed to resolve BB but not TV.
At first I cancelled TV and paid the £80 fee in advance by card but TV wasn't cancelled after the 30 days and I ended up in credit. When I got no where on the phone the guy told me I had £80 credit and I should be grateful! Did I expect Virgin to charge me nothing.
I tried explaining that was my own money for the TV cancellation and got no where.
Fortunately I called back and got a nicer lady who arranged my whole cancellation paying a £240 exit fee.
Summary: Engineer said replacing kit is expensive for the company.
I should put up with issues for a "few weeks" and see.
I didn't ask for new kit I asked for issues to be fixed.
So I cancelled the TV.
TV cancellation failed to go through.
The rep on the phone was incredibly rude.
Called back and....
cancelled the entire thing and am being charged £240 exit.
Failing to fix my TV issues after a horrible upgrade to the 360 service resulted in my leaving and taking my £100+ per month with me. Moving to BT on 900meg, wifi in every room. (I kept being promised extender things by VM and never got them) BT TV, free calls on landline and mobile SIM.
I wish you all the best of luck and if VM improve any over the next few years I might be persuaded to switch back. I'm actually dissappointed to be leaving. In my entire time of adulthood (18 years) I have only ever used VM. Lets hope equipment collection and exit bills are correct.
I was silly to agree to keep broadband on a low package after my disconnection takes place at the end of the month.
(Since upgraded phones to unlimited data so can tether to them in case of no service with new provider)
I was told I had 14 days to change my mind.
I have called changing my mind.
Being told I will be charged £240 plus the £80 already applied.
Making my disconnection a total of £320.
After three calls I have had my disconnection corrected but I am now a customer until the 11th of August instead of the 29th July.
So my total exit is being billed at the agreed £240 plus service charges.
Even leaving is stressful. You guys are making it a total absolute I will never rejoin VM.
17 Years of service (one house move and rejoined within weeks) I reckon I have spent at least £25k with your company not including upgrades,installs and activation fees over the years. (Bills 100 to 150)
There are a few good very helpful folks in VM but the majority seem to work to their own agenda at the detriment of the company's reputation.
Wishing all the good guys out there all the best!!