We had been out of contract for many years and were paying at least double the amount advertised in current contracts so contacted Virgin for help. We spoke to one agent who said we would need to cancel our current contract that was in my name and open a new one in my wife's name to get a deal advertised on the internet. We agreed to do this and were transferred to another agent to take our details. We told him what the first agent had said and although he did not sound very convincing, he said the new bundle would be sorted out with no loss of service or duplicate payments and an engineer would visit to install a new box. Minutes later we got a call from the first agent accusing us of not cancelling our contract so we now have no idea where we stand. Trying to contact via webchat proved a complete waste of time too. Absolutely terrible customer service and we will now do everything possible to ditch Virgin for good.