Virgin Media Business Reviews 

The most frustrating customer experience ever. Didn't solve anything. Account not active and they want to be paid. Riduculus

**Virgin Media Business – absolutely disgraceful service**

**Account number: 139105701**
**Business: Blackdoor Bar & Bistro**
**Previous company: JASP Ltd**
**New company: LDW Ltd**
**Correct business number: 0151 226 7091**
**Wrong number Virgin have given me: 0151 476 1221**

This has been an absolute shambles\.

Blackdoor Bar & Bistro has had **0151 226 7091 for around FIVE YEARS**\. Customers know this number, it is associated with the business everywhere and it was supposed to remain with the business when the account changed from JASP Ltd to LDW Ltd\.

The timeline is ridiculous:

- **31 July 2026:** JASP Ltd ceased trading\.
- **1 August 2026:** LDW Ltd took over the SAME Blackdoor Bar & Bistro at the SAME premises\.
- **6 August 2026:** Virgin confirmed the Change of Responsibility\.
- Virgin then gave LDW Ltd the completely different number **0151 476 1221** instead of transferring **0151 226 7091**\.
- **25 September 2026:** nearly TWO MONTHS later and the correct number still has not been transferred\.

I have spent days calling Virgin and explaining the exact same thing over and over again\.

Today I spoke to yet another adviser and was basically told **“hopefully someone will sort it\.”**

HOPEFULLY?

This is the main telephone number of an operating business\. **0151 476 1221 means absolutely nothing to me or my customers\.** I need **0151 226 7091**, the number Blackdoor has built up for five years\.

To make the whole situation even more ridiculous, I have STILL not been sent proper username/login details to access the new LDW Ltd account\.

So Virgin have managed to change the company account, give me the wrong telephone number, fail to transfer the number we actually need and leave me unable to properly access the new account\.

This is costing my business money every single day and wasting an unbelievable amount of my time\.

I am sick of calling, sick of repeating myself and sick of hearing vague answers\.

I do not want “hopefully”\.

I want somebody at Virgin Media Business to take responsibility and **TRANSFER 0151 226 7091 TO LDW LTD IMMEDIATELY\.**

For a company selling BUSINESS telecommunications, this level of service is absolutely shocking\.

**SORT MY NUMBER OUT\.**

I have been paying Virgin Media Business for 9 months and I am still unable to properly use the internet service I am paying for.

The issue itself should not be this difficult to resolve. The real problem is that no one seems competent enough to take ownership, follow through properly, and make sure the issue is fixed correctly.

Tickets keep being closed without anyone confirming with me whether the service is actually working. Every time I am promised that an experienced engineer will attend, someone is sent who either cannot fix the issue, gives excuses, or even tells me that what customer support promised is not possible.

As a business customer, all I want is a usable internet connection. Instead, I have paid for 9 months for a service I have never been able to properly use.

The communication, ownership, and technical follow-through have been extremely poor. Virgin Media Business needs to stop closing tickets without resolution, send someone who can actually fix the issue.

Scam of a company, rip you off AVOID!!!!

After another billing misallocation by Virgin I had the misfortune of needing to call the customer service team again. I should have know after talking to "Liz" that it was too good to be true when she "Guaranteed [the issue] to be resolved within 24 hours". To my total lack of shock this has not happened. I am now being told that it would take 5 days to complete, something that was not mentioned at any point in the call with Liz.

Be weary of this company. I am now currently disconnected from virgin media Business. My termination date when i rang them yesterday was confirmed as 25th August. They have now terminated my broadband on the 15th August. A day after i rang them. I have fufilled my 90 days but requested that my connection be terminated by the 25th. They have completley ignored this and now i am without internet until next friday when i am due to switch providers. Hopefully after friday i will not have to deal with this awful company again

It’s absolutely terrible—I call, and instead of resolving my issue, they just hang up on me. What you’re doing is downright rude.

My experience with virgin media business started off *strong*. I had service reliability issues and through escalating to Virgin's technical team I was provided with active line monitoring at no additional charge

Through my own network stack monitoring I was able to observe that they indeed fixed the issue. I have never seen an ISP offer such good tech support.

Sadly, I've recently moved property and needed to contact virgin for the transfer and it all went downhill. Virgin business is now owned by the O2 group and as part of their transfers policy I was promised that my billing would be appropriately rectified since my new service (daisy) is within the O2 group. And virgin support successfully "closed my case" regarding the service transfer as I now have working daisy internet.

Lo and behold, virgin business's "policy" is to not actually close down the account, to continue billing the account, and to maintain a 90 day cancellation policy on *TRANSFERRED* accounts. This is absolute insanity and probably illegal. I've now had to talk to virgin O2 business's support robot and human for a second time (21 minute phone call) to issue the cancellation and raise the billing dispute

If my billing dispute is rejected I intend to bring the O2 group to court over this.

Business customers beware: Kynex reseller partnership

My company has held a business mobile account with O2 (Virgin Media O2 Business), arranged through one of your authorised resellers, Kynex Ltd, since October 2025, covering seven mobile connections. I am leaving this review on O2's own page because, despite this being a Kynex-managed account, it is O2's network, O2's invoicing, and O2's name attached to the service.

As part of the original deal, Kynex offered to cover £859.76 to cancel our previous contract with another provider so they could take over all our lines. This amount has never been reimbursed.

From shortly after the contract began, we experienced a long list of serious and unresolved issues, including:

- Repeated billing errors and constantly changing account balances, making it impossible to establish what was actually owed.
- Large, unexplained charges applied without warning or adequate explanation.
- Being locked out of our own account and invoices for an extended period.
- Extended periods where staff could not make or receive calls at all, seriously affecting a business that relies on mobile communication for emergency call-outs.
- Repeated PAC code and number porting failures, resulting in SIM cards having to be replaced twice.
- An iPad included in our original agreement withheld for around nine months, only delivered once Kynex realised our numbers were being ported to another provider.
- Multiple formal complaints raised with both Kynex and O2 over several months, many going unanswered or unresolved.

After months of trying to resolve this through normal channels, we had no option but to move all our lines to a different provider to protect our business. Kynex and O2 have since billed us approximately £5,200 in early termination charges, which we are disputing in full, as the termination was a direct result of their repeated breaches of contract.

When I raised this directly with O2, I was told it was solely a matter for Kynex to resolve. I do not accept that position. O2 is the underlying network and the entity actually issuing these invoices, and cannot simply disclaim responsibility for a partner operating under its name.

Having since looked into this further, I have found a number of other customers online describing very similar experiences with Kynex operating under the O2 Business banner, which suggests this is a pattern rather than an isolated case.

I now have legal representation involved, this matter has been reported to Action Fraud, and I am in contact with national journalists, including at the Guardian and Daily Mail, about this experience. I would strongly urge any business considering O2 Business services through a reseller partner to think very carefully, and would urge O2 to properly review who it allows to operate under its name.

Utter incompetence.
I closed down my DIA account because of billing. What a mess. Not worth the hassle.

Just adding that,despite the note below from Virgin, and me providing my contact details, I have not had any communication from them. And still no reply to my emails. Shocking. If only there was an option for a zero star review!

*****

I cannot understand how this company is still trading - the service is so, so shockingly bad. It took them more than six months to install the service in our new office when we moved in, and they were incredibly difficult to deal with during that process. Nine years on we are now thankfully free of them, but they haven't refunded our deposit (more than £1,000). Phone calls go unanswered, or are transferred and then dropped. Emails are also unanswered. They are a 'communications' company that simply refuses to communicate. I'm guessing my next step is to go to the regulator?

Absolutely awful service.
Been with them for 9 years. I recently sold my business and wanted to cancel the service. They told me it would be quicker and easier to transfer the account to the new owner. They were fine with that so I started the process which they said would take 5 days.
6 weeks later and after numerous emails I’ve still not had this done.
Just tried calling again… on hold for 30 minutes then get told I’ve failed the security checks and to call back as they are now locked out and can’t try again (sounds like BS).
I’m not calling back.
Business is now gone. Direct debit is cancelled. Enough is enough

My experience with Virgin was actually pretty good, but completely soured when trying to closed down a business to find that they want to charge us for 12 months to close our account. I would understand termination fees if we were wanting to change suppliers, but the business is closing down? These are small, independent businesses that you are taking advantage of.

Business account been without service for 7 days, was coerced to sign a new contract stating that I was on an old contract so they would be unable to resume our service until we signed,a contract without a cooling off period even though we have been with them for 10 years! still waiting with no resolution being told another 5 days for an engineer to visit - terrible firm, damaged our business - do not sign up! outsourced call centres with no one able to take action other than email other departments

So bad it defies belief.

Aside from the installation engineers, who were great, everything else has been an utter disgrace.

They tried to charge me for a 48 month contract when I signed for 24. Eventually they agreed this was a mistake.

The service itself is ropey with long repair delays.

Even their helpdesk engineers are on terrible internet connections that keep breaking up.

I can't even begin to explain how bad this organisation is.

Absolute disgrace! We are a busy hairdressing company that uses Virgin Business for our landline, broadband and card terminals. There's something wrong with out router that they cannot diagnose over the phone, we cannot take calls, we cannot book customers in or even take payments! We are at a complete chokehold today and we are losing business on a BUSY Saturday!! We have to rely on our employee's mobile networks to connect to the internet and we had to divert our calls from our landlines to a few mobile phones!! The earliest they can send an engineer is 3 DAYS LATER. Who's going to compensate our 3 days of loss as a business?????

EDIT - 26/06/2026 ( SIX DAYS LATER )

-They sent someone over on 22nd, only for network to go down again on Tuesday 23rd.
-They promised to send someone over again quickly, no one showed up on Tuesday.
-I called them again on Wednesday morning, they said they would send an engineer over urgently, which I waited until 7pm for them to come and nobody again showed up.
-The next morning, Thursday 25th June, the engineer came at 10:45, brought us a new router and said everything should work fine now. Cue 8pm the same day, no network.
-Today, 26/06/2026 I called at 9 am with the same issue. No internet. Our phone lines and card terminals are unfortunately connected to our broadband so we cannot take appointments OR cancellations by phone, we cannot take card payments. We rely on our mobile networks' hotspot to make the card payments. the customer service YET AGAIN said they would send someone between 11 am and 3 pm. It's 2:30, no one showed up.

We are looking at a financial loss of a few grands. We are going to the ombudsman.

Save yourselves the stress and pick another company!!

Please do not use this bank, I’m a company CRC roofing, the first payment in the account they blocked, we got the payment unblocked so we could use the card and the card worked twice, took all my family out for a meal during the meal. We got an email saying the account has been locked. Tried calling virgin business banking both times we were asked to call back when we called back they were shut and now we are stranded with no money at a restaurant with children to pay for as well as ourselves and virgin business banking basically didn’t care. All our money was in his business account and now we are stranded trying to sort things out ourselves. This is one of many reviews I will leave please take note everyone I only gave her one star because you have to. Please do not ever use this business banking system. Barclays is better. Revolut is better in fact every other banking system of view is better. Please take this advice on board

Been with Virgin media business for many many years, out of the blue they increased my bill by 15%, so ask them to do something about it which they couldn't so I tried to leave.
The insist on 90 days notice but when you try to get them to give you a date they say they call you back but they never do.
I still have no idea if I'm actually leaving or not.
I said they would call back and haven't they said they would send an email confirm in my leaving date and they haven't.
There should be legislation to stop this poor service.

So I upgraded my service and waited for the box to appear and to set it up. They told me it would take half an hour. Easy peasy.

The box appeared, missing one of the wires. Then I connected it and it didn't work because they haven't set it up at their end. So I'm going to somehow run my business without the internet.

Avoid. They are not good for business. They shouldn't even be in business. Pathetic.

I run a one‑person limited company and my experience with O2 / Virgin Media Business has been appalling from start to finish.

My contract was sold through their broker Kynex. I was not given proper pre‑contract information, my numbers were never correctly ported, and I was billed for a service I never meaningfully received. When I tried to complain, I discovered that Kynex has a stated policy of not responding to complaints in writing. In practice, that meant I could email them again and again and never get a written reply or resolution.

O2’s handling made this even worse. Although the written contract clearly states it is between O2 and my company (with Kynex only as broker), O2 repeatedly refused to take responsibility. When I raised complaints with O2, they did not respond directly in writing or investigate properly. Instead, and without telling me, they simply forwarded my complaints back to Kynex – the very company refusing to respond in writing. This left me trapped in a loop where nobody would take ownership, despite O2 holding the contract, the billing and the direct debit.

For around eight months I sent multiple emails and received no meaningful written response from either Kynex or O2. During that time, O2 failed to process my PAC codes correctly, so my business never received the service I was supposedly paying for. In the end, because I was not getting any service and no one would engage with my complaints, I stopped paying.

I later reactivated payments after learning that O2 was on the verge of packaging the account up as a “debt” and selling it on – something I narrowly avoided by a matter of days. Despite that, O2 then took around £2,300 from my bank account in a single direct debit without warning, and continued to collect the monthly payments on top, even though the service issues and my complaints had never been resolved. I had to recover the lump sum through my bank, rather than O2 putting things right themselves.

I eventually took the case to the Communications Ombudsman. After an initial flawed decision and a detailed appeal, a senior reviewer finally found in my favour. The final decision (which I accepted on 14 June 2026) requires O2 to cancel the contract, refund all charges and pay a small financial award. I am relieved the Ombudsman ultimately saw the problem, but the compensation does not come close to the real damage and lost time. It feels like a hollow victory – not least because, if O2 had gone ahead and sold this disputed balance to a debt‑recovery agency, it could very easily have destroyed my business and prevented me from investing in new vehicles and tooling over a “debt” that should never have existed on a service that was never properly provided.

I was also shocked to see the Virgin brand attached to this level of behaviour. Having associated Virgin with more customer‑focused, challenger‑brand values, my experience of O2 / Virgin Media Business is the exact opposite.

Based on all of this, I would strongly recommend that other micro‑businesses avoid doing business with O2 / Virgin Media Business, especially via brokers like Kynex. If you do go ahead, insist on full written pre‑contract information, demand written responses to every complaint, and be prepared that you may have to fight very hard to get even basic fairness.