Appalling customer journey. Through no fault of the customer adviser agents they simply do not have the knowledge or resources to deal with complex issues outside of what the help guides provide online. There is no way to speak to someone with authority to help, managers are unavailable, back office teams are uncontactable. All the while you are left with an inactive service that you are still paying for. Worse, all the issues could have been avoided. Virgin caused the problems with their own inadequate processes. I have tried logging complaints but they close them with no contact, update or resolution. Truly the worst customer service by far, am having some regrets joining but locked in for 18 months now. I feel for the staff having to work under such awful practice and procedure.