I have been a customer of Virgin's since the early Telewest days (best part of 30 years!). Ever since Virgin Media ("VM") took over, I've seen the technical capability of the equipment go up, but the Service deteriorate. It's now got to an all time low for me such that I am going to have to downgrade to another provider to save stress. The main reasons for this is the way Virgin's customer interaction is geared against us, examples being: -the overly automated call menus -the well meaning, well mannered but very tightly regulated call centre and technical staff that work within the"System". -"the way the "System" interferes with the transfer of your call to (EG) Technical so that whoever picks up has no idea why you've called even though the call centre staff has seemingly briefed "someone" ahead of the transfer... meaning you have to start explaining all over again! -"call dropping" -staff "incentivised" to sell higher priced contracts, if they can as part of fix to any service problem. My latest negative experience was my FOURTH attempt to get another one of their Wifi Pods (2nd) to sort out intermittencies at my home. Everytime I try, I get a very understanding call centre person who patiently listens, swears they'll get me "one this time" and talks to Technical Dept ahead of transfering my call, only to find that again, I have to PROVE I need one by doing their "speedtests". Lets just say I got very wet standing outside doing their speed test one time, to, of course, be refused because the reception was good that time. I'm made to feel like I'm just a cheapskate; after something for nothing! I hate having to call Virgin Media up because I've either got a problem or I need to renew my contract because it often means more than one hour of my life is going to be wasted trying to persuade them to act or give me a competitive deal. I've even gone through their complaint process, only to be rebuffed. I looked at escalating to OFCOM and got OFPUT!. What I am advising is be prepared if you need aftersales support, because only although the equipment is fast etc, just wait until you get a problem and find out what VM are really like..... To me, it's a "system" geared for taking max profit and to concede as little as possible by employing time delays, automation, and when you do get through, people who appear to want to help but cannot for whatever reason. There's a reason I've had to stay with these guys because no other provider will give me a fibre connection or use VM's, but I would have moved years ago, if I could! 23/9/24 - My response to your generic response is that I've left my telephone number on Whatsapp. WHY DON'T YOU CALL ME, FOR A CHANGE!