We’re a small family‑run restaurant in Richmond that depends on broadband for phones, EPOS and delivery apps. Virgin Media Business handled our installation extremely badly from November to late December 2025.Our first engineer appointment in early December was missed with no communication, wasting a full day.The second installation on 16 December wasn’t completed, even though our previous provider was due to disconnect on 19 December.We were then left without fixed broadband between 19 and 28 December – our busiest trading week of the year – and had to buy multiple SIM cards and a backup router ourselves just to keep taking some orders.Despite us repeatedly asking in writing, Virgin cancelled the 4G Start‑Up business backup and refused to send any temporary connection because a new date had been booked, even though we still had no working service and no guarantee the 29 December visit would succeed.The line finally went live on 29 December, but by then we had already lost orders, upset customers who couldn’t reach us, and spent extra money and time firefighting a situation we warned Virgin about weeks in advance. For a “business” product, the lack of ownership and support was very disappointing.We’ve now raised a formal complaint and are waiting to see what Virgin Media Business do to put this right. Other small businesses should be aware of how vulnerable you can be if your installation is mishandled around a critical trading period.Please contact me on my email and I can submit the information needed.
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