Rob K.

Read my story and see if you can spot a pattern.

I signed up for a year contract. Only two days later we decided to cancel. However they delivered the TV/broadband equipment to my house a day earlier than expected, so now we're stuck with equipment we don't need. But no problem, we can send them back.

Two days later (after getting a poor deal with Sky) we decided to stick with Virgin. You'd think they'd be eager to have more customers?

I called them to reactivate the account. I gave serial numbers of the equipment we have.
No problem, they said, it's just an office activation - not a new account and no new equipment will be sent out.
* Got an email with a new account number.
* New equipment was sent out the next day.
* The service activation actually never happen and they never informed me.

Broadband was obviously not working so called them three days later.
The office activation didn't work and they didn't understand why.

I gave serial numbers of the equipment we have AGAIN.
No problem, they said AGAIN, it's just an office activation AGAIN - not a new account and no new equipment will be sent out.
* Got an email with a new account number AGAIN.
* New equipment was sent out the next day AGAIN.
* The service activation actually never happen and they never informed me AGAIN.

Still no TV/broadband. Waited a couple of days, so called them back.
The office activation didn't work AGAIN.

As I write this it's 10 days since I first tried to get setup.
Just called the technical support. The office activation didn't work and they didn't understand why AGAIN.

They said they would transfer me to sales team AGAIN - and specifically said that there were Sales people working on a Saturday.
* Got transferred - then got answer machine saying no sales team on a Saturday.

I called back 10 minutes later.
They said they would transfer me to sales team AGAIN - and specifically said AGAIN that there were Sales people working on a Saturday.
* Got transferred - then got answer machine AGAIN saying no sales team on a Saturday.

Their website says that the sales number is open Saturdays.
Tried calling it - got answer machine saying closed on Saturdays.

To sum up:
If they try to fix something and it goes wrong - they won't contact you to tell you. You'll have to figure that out for yourself.
One person won't handle your issues - it will get passed around to several people. So expect to repeat the same issue to many people.
Their support team don't know what the working hours of their sales team are.
During the week, every phone call will require you to wait 30 minutes.

Honestly the hassle I'm getting is not worth the offer they're giving.
I'll give at most two stars only because the people on the phone are nice to talk to.