After having the worst experience with virgin media, I would like to tell all virgin service users to be more careful as virgin has dramatically. it use to be one of the best service providers but now that they got market and don't care about their customers any more. They have started misleading customers and not telling them what to expect and most of their agents have no respect for customers who pay their wages, they rather being arrogant to customers. You guys said calls are recorded for quality and training purposes. I will then ask my conversation to be listen to by the authorities and confirm to me if that is how agent should talk to customers who have a genuine query. I hope some one will contact me for this.