Virgin Media - Edinburgh St James Avis 

Family suffered a bereavement and called virgin to switch account holder. Debbie handled the switch and all was well until beginning of June when we got a letter saying that the DD that Debbie had set up hadn’t been paid. 1st error of the bereavement. No further comms from virgin. 1 month later another comms saying again that the DD that Debbie had set up hadn’t collected again (there’s sufficient funds) called back and spoke with label who went the extra mile in deflecting us for assistance. Twice why mess up a bereavement and rub salt into the wound and when you call you get pavels that can’t wait to not help. Asked to open a complaint and he refused to do so saying he wasn’t refusing to open a complaint but he wasn’t going to open a complaint. I was spoken to not as a bereaved person but as a second class piece of feces.

Next stage is a letter to ofcom to report the abhorrent handling of a bereavement by this race to the bottom form and its unqualified and unprofessional staff.

Dear virgin, don’t reply to this. Reach out to the customer and fix your mess.

Acc 234266901

There are no instructions included in the router package to explain that I needed a Virgin connection and box to access the broadband.
I took out this package on Monday 02 June and finally I was connected on Friday 05 June - an absence of three days with no connection!

I don't have the required fittings to accommodate my new router. My fitting is an open reach box for an old BT landline. You sold me the package over the phone on the assumption that I was obviously already an existing virgin account holder. I spent 30 minutes listening to garbage boring background music trying to arrange an instalment. And finally I insisted that my old wi fi supplier talk talk kept me connected until I went active with you lot but they switched me off on 29/05/26.