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I am sending this complaint regarding the home internet service which I had since last September2020 with virgin, since mid August the internet service started to be unstable and disconnecting everyday, I kept calling virgin call center every day, with no solution, afterwards they decided I should change the modem, they sent me new one ,and the internet problem is still happening afterwards, then a technician came to my house on Sunday and left me again without internet , I had no internet for the last few days and every agent tells me something and it ends up it's not true such as we will book you a technician appointment yesterday and in the morning when I called they mentioned no booking for a technician.
and afterwards they promised to send a third modem and then another agent said no modem is shipped and then few hours after my termination , a third modem was shipped to my address but i returned it.
finally I called to terminate the service and the cancellation department accepted and said they will send an email with the cancellation and labels to return two steve modems that I have.
Buti haven't received any emails.
worst ever technical poor support and I am so disappointed with this service and I told the guy from cancellation department today that I should not be paying charges for
September bill since there was almost no service most of the month and he mentioned its ok.
everything is unprofessional!

The worst rook 6 months too get return slip for my internet modem . The wanted me too do it . I said no finally got it sent it back 3 weeks ago now have collections calling every half wanting price of modem. Virgin tell me to pay it no .

Internet service itself is good. Customer service is horrendous. Repeatedly refuses to update my address after my move, unable to register to app/website to handle my account, phone agents claim to send technicians so I book a day off work to be home for it, only to be told AFTER the stated service hours that no appointment was booked with a technician (who, when finally assigned, got sent to the old address because 5 times they refused to update my address on file). Cancelled service right there.

The worst experience I have ever had in my life is Virgin service, they tell you to stay home the whole day waiting for a technician and nobody show up, when you call and ask about your issue if they knew that they lied to you they hang up, so frustrating....

I was with virgin mobile for 3 years then last March the agent persuaded me to sign up with home internet promise to give 1 month free with 50 cad credit. When I got my bill it was shocking there were hidden charges . False promises and when I call the customer service was so unhelpful. The signal was too bad and I never even use the TV because it was incompatible with my TV . Am so disappointed with virgin mobile . I would not recommend this for home internet . They have modus now no contract disconnect anytime once you are in they would give you bad experience and stress. A company that is deceiving will never last ..

Would not recommend, high speeds sometimes but inconsistent. Unclear on billing, ended up charging $10 more per month than my plan was stated for. Bad customer service overall

Worst service + worst wifi connection this is the perfect combination for you to get fire from your work during the "work from home period" due to the pandemic situation .The connection and the service you get at this company are aweful!! We keep calling and getting fake hopes that the connection will be restored but nothing! Once they assume that it is fixed the next day it gets even worse and ruined all over agajn !! I don't recommend it for anyone! We're opting out next week this is much more than what we can handle!!

i live alone and had the $60/month unlimited package, speeds advertised as up to 25mbs, more than I need. My top speed is 1.9mbs, I understand speeds vary depending on location, but this is a pretty large discrepancy. Other than that , I've been pleased in all other aspects, but the download speed is sad

Virgin Internet is the worst provider I have ever dealt with. Not only was the connection awful since the day it was installed, but the many customer service representatives that my husband and I dealt with to try and troubleshoot the problem were completely disrespectful, incompetent, and rude. We were hung up on for numerous occasions and were promised 3 different technical support agents were going to come to our residence, only to never show up all 3 times. It has been a nightmare for our entire family who all work and do school from home. Highly do NOT recommend!!!!

The internet is so bad. It can't handle social media or calls. Every app takes 1-2 minutes to load, then additional more minutes to load the content itself. I highly do not recommend. Do not bother getting this because it's not worth it. Get another internet provider.

Very unprofessional technician, they buy off cable issue fixation without inspection. Keep you in the loop of getting appointments and keep getting issues each and every time. Worst experience to get installation.

PLEASE PLEASE I BEG WHOEVER IS READING THIS DO NOT CHOOSE VIRGIN INTERNET!!!

This has been the worst experience ever. When I signed up they promised fibre optic! The person installing laughed since they do not even offer this! I was lied to!

The internet was very shaky for months!

The worst aspect is their customer service. Yuck!! Soooo many wasted hours and calls with them. They are so incompetent.

They cancelled my internet!! I cannot believe it. I did not cancel it. I received emails and messages that it was cancelled. I phoned multiple times to confirm I did not want it cancelled.

Yesterday the internet went out. I called 4 reps and wasted hours only for them to tell me my internet has been cancelled!! This has been so inconvenient. I just spoke to a supvervisor on the phone. I asked for compensation... listen to this... she said no my internet is not cancelled it is active. EVEN THOUGH I HAVE NO INTERNET AND THEIR TECHNICAL REP TOLD ME THE INTERNET HAS BEEN CANCELLED.

I cancelled with them right away. I hope this cancellation registered... wow... please please please stay away at all costs!!

The router being included and not having to pay for it is good.

I upgrade for a 50mbps and I'm only get a max 24mbps and I did call tech and didn't do anything to fix it. I'm really frustrated.

If you live in the Plateau in Montréal, run. I moved back to Montreal on Sunday and set up my virgin internet on Monday. Before I signed up, I called to make sure that the upload speed was actually what was promised 10mbps. I was assured it would never be lower than 7mbps. Since then I have had internet that cuts out multiple times a day. No upload speed. Nothing. It goes from zero to 0.6 on average. I have had to get extra data to hotspot my computer to get my work in at the end of the day so I don’t lose my job. On top of that, I have had 4 technicians come 3 of which promised to call and update me and didn’t. 2 who never actually showed up leading me to waste a day waiting each time. I literally paid someone to walk my dogs so I wouldn’t miss the appointment because I need this for work. They never came, that was Thursday and Friday. Then on top of it all, the data which I was told would be comped because Virgin is quite literally putting my livelihood at risk was first not activated, and then put on my spouse’s number despite the fact that the agent read my number out loud to me. Then- I got a notification that the very data, which I spoke to 3 agents about (3!!!) to confirm it had gone through had incurred me a charge of $300. I spoke to several agents over the last week. Of those, one told me to be quiet when I tried to ask a question (because I had already spoken to 3 agents) because he knew what he was doing. When I said I just had a question, he hung up on me. I have spent at least 10 hours on hold this week, spoken to several agents who all assured me this would be resolved. I am writing this on my data because I HAVE NO INTERNET right now. It cut out. Again.

As of THIS Monday, I will be paying my neighbours to used THEIR internet so I can make sure that my job is not in jeopardy because of virgin. I have been a loyal customer for YEARS. And I will be switching all of my services after this (phone and wifi) and calling an ombudsman. The last technician told me there was nothing they could do, the lines are shabby (before he told me he would try something and call me back, which he didn’t). He also mentioned this is a well known fact because the station on Papineau just has old lines. So they are knowingly lying to their customers and stealing from them. I could have gotten fired this week because my orders were late. It took me 4 1/2 hours to upload a single 900mb file. I have 4 files like that a day. I haven’t slept to make my deadlines.

My 1 year 50 mbps subscription is expiring before it expire called to cancel it they ask me why im cancelling i told them.im looking for faster 100 mbps i was told on the phone that they can provide that to me so i agree the technician came informed me there a problem connecting 100 mbps it will take few days to fix it,after a few day not hearing anything i recieve a bill i have to pay for 50 mbps for 67 $ because apparently my new order is not fix yet its not fair because i have to pay more because they cant complete my order i should have inform reagarding these.

This internet is horrible. We never reach 50mbps and our download speed is awful. It takes hours to download the smallest of files. It's one of the only internet services available in our building and are moving because of it. We are switching to fizz.

It got unlimited plan only for $40, and I would say It is doing very good for me, I heavily use internet for my office work, youtube etc ,but so far no issue at all

after 1 year the price has increased

would use again