Installation issues
Virgin Media, the company that can’t figure out how to install their own broadband, yet still insists on pretending they can. It started simply: I asked for fiber. Virgin said yes. They gave me an install date. Then the circus began. The Never-Ending Clown Show For months, Virgin’s engineers have arrived, yanked on the conduit like confused cavemen, watched it fall apart, and then run away—only to reschedule and do it all over again. December 23rd: Failure. January 9th: Failure. January 21st: Failure. February 5th: Failure. February 21st: Failure. At this point, it’s not even incompetence. It’s performance art. Blame Everyone but Themselves. Rather than just admitting they’re useless, Virgin Media has mastered the fine art of pointing fingers: “It’s Avonline’s fault!” You hired Avonline, you absolute muppets. That’s like hiring a dodgy builder and then acting shocked when your house collapses. “The council won’t let us access the road!” Funny, since Avonline’s engineers have been out there working on the road. In fact, one of them even said: “Virgin Media on this road? Not a chance. The conduit’s knackered. Not gonna happen.” Then they tried anyway, snapped the fiber, and left the conduit even more broken. Genius. Truly. I hope the person responsible gets a bonus. I would just leave and give up, but they insist they will only send me all of the money they owe me (for multiple missed appointments, and an agreement to cover the difference between my Virgin bill price and the extortiantate out of contract BT price in the meantime) if I stay and wait to be connected - is that even legal? Lies, Lies and more Lies Meanwhile, their customer service team—trained, I assume, by a group of concussed pigeons—kept assuring me that everything was fine. Me: “Can you install fiber at my house?” Virgin: “Absolutely!” Me: “Then why are you literally paying my neighbours to leave because you can’t install fiber?” Virgin: “Uhh… unforeseen circumstances?” And speaking of my neighbours, I find out they were actually PAID TO LEAVE VIRGIN MEDIA because the company knew it couldn’t provide service - due to a broken conduit! Let me repeat that: They gave people money to go away rather than just fixing the damn conduit. Then they continue to sell this knowingy broken service to others on the same road. Even going so far as to send sales reps door-to-door! We have been waiting for installation since November 2024. Other neighbours have been waiting since October 2024. It is now nearly March 2025. Gaslighting 101 And just when you think Virgin can’t sink lower, they send me an email implying I haven’t been in touch. I’ve spent more time chasing these clowns than they’ve spent actually doing their job. At this rate, I could hand-dig a new conduit myself before Virgin Media figures out what’s happening. Final Thoughts Virgin Media, just be honest: Either fix the conduit and install the fiber, or Admit you can’t do it and stop wasting everyone’s time. Stop selling products you cannot provide. Instead, you’re stuck in an infinite loop of lying, blaming, failing, and rescheduling—like some kind of broadband time-wasting machine. Virgin Media: The only thing they connect is excuses.You continually overcharge me and i want to be refunded and for you to fix the mistake
I am sick to death of Virgin. Regretfully I recently resigned an 18 month contract, which went against my better judgement. My package included Netflix and on the first bill you charged me for 2 Netflix (£21.98), despite it being in my package. I phoned up to sort this out (3 times). Each time told something different but eventually given £40 compensation and told it won't happen again. The 2nd person said i'd get the £21.98 back plus £40 compensation, but the 3rd person said no that would not happen. But I can't be bothered to fight that battle. You assured me I would not be charged for Netflix again. But what happened on my very next bill? You guessed it readers....Virgin charge me for Netflix, although this time one once (but remember, it's in my package so I should not be charged for it!!). I'm not wasting more of my time contacting you about this. I've given up on the phone agents...last time I had a big problem it got fixed via here, so am hoping the same happens again. My account number is [REMOVED]. And a complaint I raised (which has had pathetic responses to it so far, all suggesting they've not read the complaint properly) is [REMOVED]. Please, please sort this out. Whilst the money side of it is immensely irritating, it's also my time I have to keep wasting. All you have to do is remove a charge from my account. How hard can that be??? I look forward to a swift response and lasting resolution. [MOD EDIT: Personal and private information has been removed from this post.]