I was moving house and wanted to transfer the service to my new address. I couldn’t get through to customer service and on the one occasion I did get through they cut me off. I decided to cancel and as per the website I wrote to them cancelling my contract. In stead they raised a complaint procedure and then sent me an email saying that following our phone chat they were glad the issue had been resolved, no one ever spoke to me. A further 3 letters and nothing other than demands and threats for me to pay my monthly subscription. In the end I got so stressed I rang customer services and agreed a cancellation date and paid in full. Then I started getting emails about returning their equipment and sending packaging to my old address. I clicked on the link to change the delivery address and waited. Got an email saying that someone was calling to my old address to collect the items. I clicked on the change address link again and finally they got the return bag to the right address. Finally just to let me know they weren’t going to go away they sent me another bill. You feel completely powerless with one part of their organisation not talking to the other departments and when you notify a change of address in writing they don’t bother to update their own system. A close relative works for Virgin and I like to support my family but I will never darken this company’s door again.