Never-ending installation
We were supposed to have our broadband installed to our new home the 17th July. The technician came and didn't finish the job. No communication since and whenever I call customer support they lie to us saying "someone is coming today" Three times they've said this and nobody came. Yesterday (24th) another technician came (after I had to request it) and the same again. He left, said comex would come and do the job externally because we were high priority, and then he would return the same day to do the inside connection, but as per usual nothing. This is unbelievable for a major company to just abandon their customers with no communication and not complete a simple transfer of broadband when moving home. The only option I see now is to move provider. Any advice would be greatly appreciated because for over a week now without internet in 2025 is ridiculous and the service is shocking.bad experience of customer service
I'm writing to express my frustration regarding the poor customer service I've experienced not only over the past few days but also consistently over the last couple of years. Each Time I've contacted customer service to speak with a manager about on-going issues, I'm told that no managers are available. Frankly, this seems very unlikely and quite unacceptable. At present, we've had no internet or TV services for the past three days. An Engineer visited and confirmed the issue requires the Networking Team to repull a cable. He also stated this should be a straightforward fix - the cable simply needs to be attached to the wall, with no roadworks required. This is a brand new cable that has been broken and has only lasted 11 months. However, I've now been told we'll need to wait until the 29th for this issue to be resolved. Frankly, that is incredibly disappointing and deeply frustrating, being without service for two weeks is not something we can manage- this isn't just an inconvenience, its a major disruption to our daily lives. To add to this, the engineer has apparently attended site and nobody answered. However I have been in the house all day waiting for the Engineer. I have two children, and one of them has special needs. We rely on a stable internet connection to maintain her strict routine and access essential support services that help her manage day-to-day. Without it, we're left struggling- this situation is placing unnecessary stress on our family and affecting her well-being. I would appreciate it if this matter could be escalated and resolved as soon as possible please.All virgin services off
how can anyone get in contact with virgin if ALL THEIR SERVICES ARE OFF and the virgin phone is NOW PLUGGED INTO THE ROUTER which means IT DOESNT WORK .. my bro has only these services from virgin .. fun started 2 week ago..service went dead apparently he hadn't paid his bill but he'd got it in front of him ..paper bill with a paid receipt .. After using a pay and go phone and spending amount of money he got told you've gone over your allowance.. he's never set a spend cap or an allowance and he had to pay money before they could sort anything out.. now..he only got in contact with virgin English accent support (he cannot understand voices with strong accents)via cancellations. .. Today all his services are down again except the phone I've checked via my Internet and it's showing orange on broadband..orange on tv and green on phone.. but he cannot phone you to tell you as STUPIDLY VIRGIN HAVE DECIDED TO CONNECT PHONES VIA THE HIB ROUTER ..WHICH ISNT WORKING.. how stupid is that.. so how exactly is he suppose to get help.. he's not the only one that gets stranded by this company.. he's had nothing but trouble with virgin but feels tied to them .. I've told him to go with someone else ..as his contract ends in June.. but what is he suppose to do ...Moved house. Conne tion & account problems.
We have moved house and arranged for a continution of service on our existing package. The account for our previous address shows up as "closed" on the VM app, but we have no option for our new account and aren't receiving a service at the new address. Can anyone advise please? Thanks in advance.