Appalling: Virgin Media could train other companies in how NOT to do customer service. After many years as a VM customer, I cancelled in protest at how they treat loyal customers whilst courting new customers. I was over-charged on my final bill and they took nine months to respond to my complaint with a really lame response: "refer to self-care" (what does that even mean?!) When I told them that I did not accept their response, they sent me exactly the same answer! I have had to escalate the complaint to ombudsman just to try to get something done about this truly terrible company. NEW CUSTOMERS: AVOID VIRGIN MEDIA.