Utterly appalling.
I was with them for a year. The net was terrible I contacted them time and again and got nowhere.
On DDs birthday, she had friends coming over for a gaming party. Net dropped out entirely 10 minutes before. I had to amuse them with a DVD instead. It did not go down well. Phoned them and asked why it kept happening and was told they couldn't find an issue. I pointed out they hadn't been on my property so how on earth could she say that. Apparently they could so I said "well clearly not as I've got 5 kids and a DD whose party is ruined as we have no net again, love". She accused me of being abusive calling her love so said she was disconnecting the call. Eventually it turned out our WiFi box was fucked. Easy fix once I spent 2 months begging for it to be looked into.
Then we decided to leave. They wanted to go from charging £30 a month for a basic TV and net package, to £60.
I told them in good time. They denied this.
Then they said they had reviewed my payments and I hadn't paid for "several months" and owed over £200. I could not leave until this was paid off.
I could prove very easily I had paid via my bank account. Sent this to the relevant team 4 times.
They ignored it.
Was getting really abusive debt calls over it. For weeks. They turned my net off. Then the TV service. All the while I was calling daily begging them to look at my bank statements.
They refused to admit fault, then said I now owed £600 with charges and default fees.
I ended up on tears at one point. Then I got put through to some woman who I argued with, she said I had never sent bank statements and was so rude I said enough was enough and I wanted to talk to a manager. So she said she would put me on hold. Except she didn't. Not properly. I heard her calling me an "fucking bitch, an utter lying c**t" and that I could go get fucked and stay on hold.
She comes back and I immediately said I heard every word, which she denied. I told her calls are recorded. And that she was so loud my DP heard her. She gulped.
In the end, I went to the money segment of the Mail. I hate that paper but I was screwed at that point, no net, being rung upto 25 times a day from their debt collection team with threats of "I'll get in love, don't you worry, and I'll take what we think we are owed", I couldn't sleep and I was making totally pointless calls to them several times a day begging them to check the bank statements I sent an additional 5 times.
The Mail dealt with it and the secretary of the CEO phoned me, bowing and scraping and apologising for an "unusual oversight".
I owed them not one penny, in fact, they owed me. I got given £200 compensation and free service until my sky was hooked up.
By comparison, Sky cocked up recently, forgot to tell me my contract was up so charged me extra. One call, and I ended up with paying an extra £5 for 18 months, and got Netflix and Boxsets for the trouble.
I would not recommend Virgin ever.