I have been a customer of virgin for around 6 years in total, Honestly, If I could give 0 I would. They are great if you never have to contact them, never have to move house. I got told, their website states as does all their information online, that when moving house you just need to "take your kit and plug in" It is rubbish! I spoke to someone 3 weeks before I was due to move, they told me not to worry and call closer to the time as I can just plug in. The postcode checker also says this.
I called and then found out I could not just plug in and it needed work... fine. However this couldn't be done for 4 weeks! I then paid for priority, someone called 4 days after we moved in and gave me a new date of 24th November and said they would call me the next day to confirm. No phone call, so I called them. Apparently there is no record of this (I found this out on the 5th person I spoke to) I then got offered the 28th and transferred to someone who then told me that date was not available.
They honestly do not have a clue what is going on from one second to the next. I have been unable to work for 3 weeks and if I do work I have to pay to go to somewhere.
I honestly do not mind there being a wait, what I do mind is not being told correct information from the start to finish. I got so sick of speaking to people that I have now given up. If I hadn't just renewed my contract I would be leaving them.
Tips: update your website and your confirmation information about moving house. Even after being told it would be a 3 week wait, we then got an email saying "just take your kit and plug in!" Have different templates, its not hard!
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