Search for posts by the user @Vsab and read from the very first post, and all subsequent posts they've made. Offered a VM connection in August last year, signed up, still waiting, still banging their head against the brick wall that is VM. The known record in these forums is a delay between original install date and final connection of 365 days, confirmed to me by private message from the customer concerned. VM predictably tried to welch out of the compensation for delays, and the matter went to CISAS which will have cost VM a handsome and well deserved amount.
If this is how VM treat you now, when you're in the honeymoon period of being a new customer, can you imagine how they'll offer you support when you're just a regular Joe locked into an 18 month contract? Are you really so desperate for VM's service that you will tolerate being treated like this? And you've read a selection of Trustpilot reviews of Virgin Media? By all means, hang on in there if you know what you want, just know what to expect.
VM is excellent when it works. Unfortunately every single process seems to be poorly designed, siloed from other teams, surrounding by impenetrable walls to keep customers out, and if they can outsource it they will, regardless of the consequences. It is quite clear that senior management have decided that they should be a "virtual company", operating under the rented Virgin brand, and then trying to outsource every conceivable role, and then hoping to manage the contractors who are supposed to do stuff (but instead simply manipulate the SLA for their own ends).
VM are US owned and it shows - their senior management know the price of everything and the value of nothing.
