Moved from previous address with this telephone number in May but not able to move to new address with this number until 4 July where I wished to continue my Virgin telephone and broadband contract. Notified Virgin customer services but recd emai stating I would be charged cancellation fees. Telephoned customer services - on phone over 30 minutes passed to 5 different people - eventually they agreed I could revert to dial-up service and would not be charged cancellation. mid July notified Virgin I had moved, had a BT line installed and this number was up and running - could I be reinstated with my telephone and broadband contract - had to hve a new contract at least one year - agreed to this - couldnt connect me due to Virgin service upgrade - told would be complete by last Friday 1 August when I would be contacted. No contact - rang Virgin again - told upgrade delayed further few days, someone would ring. Monday 4 August again rang Virgin - Jonathan Crisop said upgrade taking place 5 August and it could be up to 10 days before I get a new contract - he could not guarantee when I will receive Virgin broadband service. Discussed whether I would move to another provider - today on dial-up realised Virgin had emailed me last week stating I had cancelled my contract - I HAVE NOT CANCELLED IT YET - WHEN WILL I GET SOME SERVICE AND A PROPER ANSWER FROM YOUR CUSTOMER SERVICES PEOPLE? TODAY NO-ONE IS ANSWERING THEIR TELEPHONES.

Having received a bill for double my monthly tv rental I attempted to contact virgin media to ask why my rental had doubled? eventually I got through to their call center in Delhi and was informed it was because I was now being charged for the line rental... after having the service for over 10 years. I then tried to contact the cancellation team and was left on hold for over 20mins, it wound me up so much I put the phone down and went to my bank, canceled my direct debit and signed up for sky who have a fantastic customer service. I sent a letter to cancel my account and low and behold six weeks later I get a bill for late payment and another months rental, to cut a long story, I am now receiving threatening letters from Microsoft debt recovery telling me I, m going to court if I don't pay! Ive contacted them five times to tell them to go ahead. It seems like their customer service is about as good as Virgins. I am sure if Mr Branson knew how crap one of his companies is performing he'd be none too pleased A point to note, if you want to get through to someone at Virgin in the U.K. call the payment line and strangely, you get through after about 4 rings, every time. I have always associated Virgin with a service for the people, my vision has definitely been blurred. I would love to hear of anyone else's bad dealings with V.M.

Virgin are absolutely crap. They give faster broadband to their new customers yet the loyal customers who have had subscriptions since telewest/ntl days are provided with totally shit connections which at the moment is running as slow as dial up. They have been told about this numerous times yet do nothing about it all on a premium rate overseas call centre. Their customer sevice disgusts me.

i have been appauled at virgin media lately for capping there users without informing them prior to these capping limits coming into effect.
firstly it was for four hours a day, then 8 hours, now 24 hours a day with terrible limits set for the speed the supply.

this week took there disregard to customers to a new level.

i attempted to login to the virgin media website with my usual details...this account is invalid, was the response.
so i mailed customer service.

there response was: if you have forgotton your details use the password reset page.

so i did...guess what...account invalid.

so i sent another mail.

i was then informed that my username was now too short due to the recent upgrades and they would send me the replacement details in the post (once again they had not bothered to inform me of any changes).

i recieved my new details and found that they had changed my username to an understandably longer name and new password was in fact taken from another email account that i use for junk emails.
the password is one used on every random webpage i sign up with on a temporary basis and therefore very unsecure.

so, annoyed i tried using them to login...account invalid.

so i mailed virgin again stating the problem once again in full detail.

there response was...we are sorry you have forgotton your password we are unable to help you through mail...please phone our premium helpline.

i have not mentioned here the numerous mails they ignored and the several duplicate responses.

it seems obvious to me that the support service is nothing more than a money making scam.

as it stands i am locked out of my virgin account and with no details that work in order to rectify the problem.
as i understand it i also cannot cancell my broadband service as i would need the correct details to do so.
so i am now stuck paying for an unusable service.

all i can say is great job mr.branson, i had high hopes when virgin took over ntl but i have been constantly dismayed by the treatment i and many others have recieved.

i am currently in search of a solution to this problem and am mailing virgin daily until i get a decent response from them.

to be honest ive had enough of virgin media and as soon as i get the oppertunity i am leaving them for another isp.

the way they treat loyal customers is disgusting.

I have seen millions of complaints on Virgin Media and feel scared that I have signed a 12 month contract. My wife and I moved into a new rented flat just over two weeks ago. The landlord who was living here advised us that due to bad reception in the area, she has been using Virgin Media for TV and had the phone and broadband package. Fair enough I thought, phoned them up and they were even kind enough to give me a discount on the whole package (3 for 30 was offered for 20). But that was the last of the good will I got. On the phone while I was signing up, I was given of an activation date of 3rd of April 2008, when my equipment would be delivered as well.

You guessed it the day had come and gone and not a sign from the lovely people from Virgin Media. On the 4th I called them up asking what was happening and when I would get my equipment. The answer...well they did not know because the equipment was only give for delivery to the delivery company (UPS) on the 3rd. I could call them up if I wanted to they said, to arrange delivery. In fact they said that would not be enough, because they need someone to come to the flat and install it all. When I queried when this would happen I was told 'tomorrow'. At this point I raised a complaint with the call center guy, quoting to him exactly what I was unhappy with. I should have asked for his name and a ref of the complaint, but I was so furious that they were quick to sell me the product, but were so poor at advising what it would entail to install and had in fact lied about the dates. Again, I was told a manager would contact me 'tomorrow' to follow up with the complaint and a letter would be sent to acknowledge it all.

You guessed it, no call nor letter.

6th of April, I called again and was told that installation was scheduled for the 7th of April, without me having scheduled it at all. I rescheduled for Saturday 12th of April, between 1-6pm. I was promised that I would get a call from a manager regarding my complaint, which was visible on the system the time. Same day I went and picked up the equipment from UPS as they could not guarantee a delivery day or time.

The landlord had left her Virgin Media equipment at the flat, but had canceled all services. So faced with a long wait for activation I switched the equipment on and what do you know... broadband was on, without me having to put in a PIN. TV was working for the basic 5 channels and phone was off. I thought, not bad to keep us entertained 'till the activation. I called Virgin Media and told them I get 5 channels, can I get the rest of them please ( I subscribed for over 80)? They told me, you need to wait for the engineer to install it all. For the fun of it, I asked if that means I won't get broadband till then and the lady was adamant that I won't be able to get broadband despite having my landlord's modem. I couldn't argue with her, they had proved their poor, poor service before. I was going to wait for the 12th.

12th of April. No call from a manager. I call to confirm with Virgin Media that they would be coming over to do the installation. This is where i was ready to throw my toys. I was told there is no scheduled visit, and in fact there is no need for a visit because the install is supposed to be a self install. I was blown away by this. I asked to speak to a manager, to follow up on my complaint from the previous week. Wait for it... they could not see anything on the system, no sign of my complaint.
At that time, I asked to speak to a manager straight away. The call center guy told me he could not let me do that as my problem was around a self install and not Customer Service. I insisted, he spoke to his manager, who refused to speak to me.

At this point I am lost as to what I can do. I raised a new complaint and asked for a reference number this time. I asked for the guy’s name and his manager’s name. He did not want to give me his surname nor his manager’s surname. Only after I pushed did he give them to me. I was promised that a manager will call me within 24 – 48 hours. I am not holding my breath.

I phoned faults reporting and after 5 minutes they had all my TV channels connected. The phone is still off and I am scheduled for an engineer to come around on the 14th. The broadband has been working since I initially tried it... despite assurances from Virgin Media that it would not.

I will follow this through and get something for my lost nerves and time. I hope that the rest of you get some proper service from Virgin Media... although from what I have seen so far, they trip over themselves to lie, show their incompetence and turn their customers into babbling fools.

The broadband is fine, it is actually double the speed to what I signed up for, and TV works once activated. Phone is still to happen, but I pray that none of these services develop a fault.