My Virgin Media Account

The 4.6 88k star rating for this app doesn't reflect the last 5 years of reviews, which are generally abysmal. Although the "most helpful" sort option shows a more realistic picture (1 star) this is a serious and misleading feature of the app store UI, which should be using a rolling average, and I'll be contacting Apple directly about it. The app refers to the ability to phone Virgin UK for support with services like broadband but - if there's a phone number in there - it's very well hidden and the live chat link didn't work when I tried it, either using 4G with IOS mobile services enabled for the app (during a Virgin 1 hour broadband outage just now) or WiFi, and after restarting the app. Broadband contract terms are scattered across many documents and you could easily miss that Virgin in the UK are going to increase their broadband fees 3.9% above the rate of inflation, for multiple years to come, with no explanation given. Also easy to miss is that there is no early contract termination option for the broadband offers shown in the app. You pay the same with the "Early Disconnection" option as you would if you allowed the contract to run to its full term - it is effectively pointless. Oh and the minimum contract duration has increased to 24 months, for all the broadband offerings shown in the app. Virgin customers are being taken for fools and I'm walking, even though I'll have to downgrade to a copper / fibre broadband hybrid for now. I'll be talking to the other apartment occupiers here and British Telecom to see if we can get fibre (and not Virgin's antiquated and slow cable / fibre hybrid) all the way into our homes.

Everything about this company from start to finish is broken and toxic. The service is appalling, the app is the worst there is, non existent customer service, they push everything through a faulty and glitchy ai chatbot or an automated ai answer service, getting to speak to a human is virtually impossible, when you do occasionally manage they barely speak or understand English, I’ve literally had to spell out simple words because they couldn’t understand an English accent, they regularly say they’ll call back but never do, there is genuinely not a single positive I can find about this company. Not one. I suppose the internet is okay on the rare occasion it works, but it’s down or inconsistent so frequently it’s irrelevant how fast it is. The router is rubbish aswell, needs a hard reset literally twice a day. Engineer came out and their own engineers even know how bad the service they provide is, he said there’s nothing broken as such, that’s just what they provide. On top of all of this, my bill was £55 when I signed up, a year later with absolutely no agreement from myself or communication from them, it’s now £111. I have no idea how it’s more than doubled because it’s an unlimited broadband plan with no home phone line or anything that could go up. Just avoid them for the love of all things holy, find someone else, anyone else. At this point I’d prefer pigeon messengers or smoke signals over dealing with these clowns

Although I’ve given 5 stars, unfortunately it’s a split decision from recent experience, I had the ultimate Oooomph package, since the merge with O2 and my recent telephone conversation to upgrade my broadband speed from 600mb to the 1gb, my package was upgraded to the maxit package which replaces the ultimate Oooomph package, however, after more than two hours and talking to six different people, 3 from Virgin and 3 from O2 not one of the people from O2 knew anything about the unlimited sim which is part of the old ultimate Oooomph and the new maxit package, nobody was able to link a sim only with unlimited internet, calls and texts to my newly updated maxit package, so I am now left with a maxit package which still runs Broadband speed of 600mb the 239+ tv channels and weekend free landline calls but no sim, so I am paying £79 for the new maxit package but with no sim, as neither O2 or VM could understand or make this happen as part of the upgrade or indeed as part of the Volt upgrade as offered by VM, I still rate 5 stars, but this merge with O2 in my experience is far from seamless and is for the 6 staff I conversed with seemingly impossible to do, obviously O2 did not receive the memo from VM.