I am absolutely appalled by Virgin Media's customer service. Last night I was trying to get through to Virgin regarding a "supposed new router" they have sent us, however the password is incorrect and doesn't work so perhaps we have been sent a refurbished router! In any event, i was on the phone for an hour and when I got through it was customer services and he advised that when I next phone I should choose option for technical support. I advised that I had pressed the option for technical support. He said "not to worry, I will transfer you and prioritise your call. " He transferred me and after being on hold for about 1.5 hours in total the call got disconnected. I rang again and the same thing happened I was on hold for over an hour and the call got disconnected. This happened 4 times (two of the calls got disconnected in less than 1 hour). I certainly would not recommend Virgin to anyone and in fact will probably switch to another provider now.