My 97 yrld mother has been with virgin for 27 years ,September past her tv picture was distorted and jumping up and down called customer service,got someone in India, was told she would have to wait 3 days to see if it settled before she could arrange for engineer to come out,I asked to speak to manger NO he replied and hung up. I called the following day and said I wanted to cancel her tv,phone package, next day a manager called her to see if he could do anything to keep her with company,she said no thanks. 2 days later another manager called her , mum said she would have to call me as I was dealing with the matter,I got a call from a female manager promising me she would get engineer out following day and also reduce price of package, she then said do you think your mother would stay if we do this, as my mother hates changing,get anxious about it, I said yes. Engineer came out couldn't fix it as needed box updated,but none with him,waiting on stock coming in. He emailed his manager to tell him it couldn't be fixed and needed box upgrade,told us will be about 4 weeks. 5 weeks later nothing,I emailed the team, week later no reply,emailed again- nothing. Called the following day to be told there was nothing on notes about new box upgrade. I was not happy, was told he was connecting me to department that would help me, cut me off. Following day I called customer service,nice girl answered, she said I will talk to someone and come back to you,hold line,30 minutes later I hung up and called back, another pleasant girl, she said she would put me through to another department, cut me off again. I called straight back and said I'd had enough and wanted to cancel package, was told my mum would have to pay £240 as she has a contract for 18 months, I told her I was never told my the manager I was on any contract or about £240 cancellation fee, Manager only asked me if she sent engineer and reduced package would my mother be happy to stay, I said yes. She hadn't left at that time and was told nothing about entering a new contract. Have emailed my complaint and waiting on reply, was advised by ombudsman to do this first and see what the outcome is, then I can go back to ombudsman for help. Absolutely shocking the way they treat a 86 yrld lady. They have no evidence of telling me that this was a contract, that was never mentioned. If they had stuck to what they promised about getting the TV picture fixed this would not have happened, 6 weeks later and no new box as promised,rubbish reception and they want £240. That want be happening,will take them to court first. KEEP AWAY FROM VIRGIN MEDIA.