Where to start. Had one of their door to door salesmen appear on my door and was looking for home phone and broad band package. They had a deal on so I went for it, worst decision of my life.
Engineer came to fit it, and then promptly said he needed two people for it, *** off and never came back. Had to rebook them to come out and install it, which they did about a week later. Unfortunately at the junction box the chap crossed the lines and so I could not use the phone for 5 days due to sharing the line with someone else whom was extremely annoyed about it.
End of that month received a bill for over £200 pounds due to calls to Africa, even toughing I know absolutely no one in Africa. Ended up getting the bill scrubbed as it was the guy who I was crossed with whom had been calling relatives in Africa.
Broadband wise, this is going back a bit and I had the 2meg broadband deal which for the whole duration I had it ran at anywhere between 350-550K which is extremely slow. Phoned them up about it and engineer came and took a look in box, and replaced router. Still had the problem. Spent the next 3 weeks on and off their support team to try and find the cause of this problem, which half the time involved talking to people who did not even know what to do or suggest a tracert or ping test. Finally got told its because of a heavy user in the area, which I was under the impression would have had his service cut for such an act, and that they were in the middle of upgrading their servers for their new internet speed service they were bringing out and I had to wait for them to do Birmingham, which was about 2 months away.
Two months passed same problem, was told that it had not been done yet. Another month and still the problem persisted, had a support person on the phone in a heavy Indian accent saying that "I am agreeing with you sir, I am agreeing with you that your internet is very slow", and that’s about it.
Phoned up there customer services to cancel my contract as they were not providing me anywhere near the service I had signed up for and was told that I would have to pay the remaing months costs on my account as I was breaking the contract, when I pointed out it was them in breach of contract and not me I was told that they could not disconnect me without charging me as the system would not let them do it as I was still in contract. So I decided to wait for the contract to expire and went elsewhere for my internet.
Started to receive phone calls on my mobile of virgin asking for my opinions on their service and whenever I told them of my troubles they would hang up and a few days letter get another phone call of them. This persisted for about 1 and a half months until I blocked the phone number they were using.
Finally came to the point where I could cancel my service, Spoke to a disinterested women about cancelling my account, never received a confirmation letter or bill for the next two months except for what I presumed would be my final bill which I paid. I did not pay by direct debit but used to phone up and use my debit card. About two months later get a phone call of them saying that I owe them 80+ pounds for unpaid bills and when I pointed out that I had cancelled my service was told that there was no records of this or me phoning them up in that time frame on their system and that I would have to pay these bills and late payment charges to cancel my contract again.
Now with Sky and could not be happier, had excellent service from the start.