Virgin Media, what an absolute joke of an internet provider.
So this all started with a house move that prompted me to seek a new ISP solution for the new neighbourhood as BT / Openreach didn't provide a fibre option. Trying to be procative i registered for virgin broadband services around the 20th June 2022 (1 month before moving in date) through their website and was given a completion timeline of the 29th July 2022. Great, or so i thought... I subsequently heard nothing from Virgin and when i phoned on the 29th July to find out the status of installation, guess what, i was told there was no history of my order on their system and i had to re-order broadband services!! Annoying but i was told by the support agent not to worry, works will be completed by the end of August 2022. Again, that date rolled around with an engineer arriving to perform external works only to say he couldn't do the necessary job because my cable needed to be pulled from the main 'hub'. So now the service gets pushed out again and this cycle repeats for months. I attempt to escalate through the virgin media call centre and whatsapp function on numerous occasions and am told repeatedly by different support staff on every occasion that they "promise external works will occur today" What an absolute joke!! No-one can give me an accurate update of any kind and the Virgin Media support staff blatantly & repeatedly lie to customers!!
To-date my external pull has still had not happened and a new installation date is forecast for November.... At this rate i'll be lucky enough to have the service by Christmas. The worst part is that Virgin make no effort to provide a 5g router in the interim and i've been forced to sign up with another mobile operator's 5g solution. On top of that, i got sold a package that combined Virgin and 02 and the latter continues to bill me even though the service offering as a whole hasn't taken effect.
My advice to anyone that is thinking of using this poor excuse of a company is save your time, sanity and money and look for an alternative. I lived in a 3rd world country for the better part of 25 years and have never experienced complete ineptitude at all levels by a major company.
I understand compensation can be sought through the ISP regulators so i will be looking into this form of action. Any advice would be much appreciated.
