Absolutely horrendous service. Don't get VM. I'm mad enough to write a long review. If you want fast speed, get 5G broadband from EE or 3 or Vodafone.
I spent at least 20hrs on the phone talking to over 10 agents who lied, deflected, and hung up my call. Today I cancelled my service and I'm a happy man again.
Not an ad but switch to EE5G broadband if you get 5g signal at home. Speed is AMAZING, experience was AMAZING. I ordered and got the device the next day. No fuss, no engineers, my calls went straight to a call centre in the UK, 5min later I was set.
I won't mention the two week wait time for an engineer's visit. To summarise, I had two things I needed to check with VM over the phone - turned out to be 20hrs of lies from them. 1. land lord approval 2. external work when no one showed up. In both instances they lied to me and said everything is set. No one showed up to do external work, no one contacted my landlord. They will transfer you so you are not their responsibility any more, or they will lie and hope you hang up, or they just hang up. There was one time when I got angry when no one came at scheduled date, the representative hung up the phone. They even promised they have escalated the issue and an area manager will call, guess what, no one called and my cables are still not there. I was done so I made one last call to cancel. Took me an hour to cancel.
Telemarketing was also unpleasant. I ordered over the phone and the lady texted me her personal number so I could order through her. She simply could not ask for all required info in one call. Her email was unprofessional. I felt unsafe giving her my direct debit account info. I thought she was scamming me but it was actually really VM.
Don't get Virgin if you love yourself. 5G broadband is faster, no fuss and no infuriating calls needed.