So which firm drove YOU up the wall in 2017?

... and whose service left you delighted? It’s time to vote for Britain’s worst — and best — organisation

VIRGIN MEDIA

NOT a week goes by without a fistful of complaints about this telecoms giant appearing in our postbag. one of the biggest gripes is around moving home. Customers who have been loyal to Virgin Media for years tell us that after moving to an area where the firm doesn’t supply broadband and TV, they are being charged hefty fees to exit their contract early. How much they have to pay depends on how long their contract has left to run. in some cases, bills of up to £240 are being charged. Customers say they feel as though they are being exploited.

They say they were never warned about this trap when signing up and are paying the price for the firm failing to invest in full nationwide coverage.

Readers tell us that when they complain, Virgin’s staff are unhelpful and promise callbacks that never come.

The regulator, ofcom, has said it will be investigating whether these charges are excessive.

it could introduce a cap, but the firm is continuing to bill customers in the meantime.

a spokesman for Virgin Media says: ‘ giving our customers excellent customer service is at the very heart of our business, so it’s disappointing to hear we’ve fallen short of their expectations and the high standards we set ourselves.

‘we take this feedback very seriously and are listening to the concerns raised by Money Mail readers. we have already taken a number of steps and are investing significantly to improve our customers’ experience.’