ring 789 by standing on a chair at the top of the garden to get a dodgy signal and then you are told its a dead mast in my area (Brighton) and to solve the problem you need a 4G sim. 4G sim does not connect/activate eventually get virgin to activate it but after 12hrs it still does not work and I am told it takes 24hrs so I must wait until 18:25 tonight. strange as website says it can work in 20 mins. Many attempts to get to the bottom of the problem eventually asked for manager to ring me at 8pm no call back all night at 8am today I had to use landline to call as still no decent signal and told the managers are all in a meeting and they take 2 to 3 hrs. don't hold much hope for that call this side of lunchtime! this is the worst service I have had from virgin in 7 years
The mast eventually got fixed by EE. Then a manager rang me to say he was ringing as a result of my first complaint about poor signal. He did not know that I had already written email to COE. A member of executive team took rang the following morning 24hs after email.
Moral of the story is don't wait for a manager as they never reply, go straight for the top and email ceo