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.

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

Got a bit confused a while ago live in reading had to go back to London used data on my phone via laptop parents have no access to internet I know but they are 80 but not stupid run out off data rung for help was. The first time I have had to ring you in trouble got confused with trying to overcome password witch I had forgot not your reps fault the young lady was doing her job and well finally got the info I required which was very simple yous my phone to access extra data that is all I wanted to know how an earth do you expect people of a certain age to confirm to the rules that you or your managment have to conform to why don’t you have a help line for those who would like a person of a certain age to give some help we will all get old one day but the younger generation forget that give a little time could be your mum or dad sorry to go on hope this is not ignored my problem was resolved that is why a good star rating

Being a long standing customer with Virgin I had contacted Virgin Mobile to upgrade one of our Mobil’s on a Freestyle contract and had spoke to girl in Wales I believe who gave me the costs and options and I would think about it and call back ( she was excellent in dealing with it) .I called back next day after deciding which deal and handset to order and got the worst call handler I have ever encountered he was difficult to understand and I more than once told him to stop raising his voice I requested a supervisor (none available) and then a manager (none available) so I guess since there is no supervision in that call centre they can do what they like So I asked for the disconnection team and eventually got sorted although not exactly what I wanted but after over an hour on the phone I had lost the will to live !!! I have always given Virgin 5 stars but this has been one of the worst experience of customer experience and if it had been my original contact would have been 5 and none for the second