Everyone at Virgin - customer services, sales people, installers - all make promises that they don't keep. They talk as though you're going to get this and that, and we'll do this and that, and it doesn't come to fruition. You have to mither and mither and mither them until you maybe get what you were promised, or a tiny discount that doesn't even come close to being worth it. The broadband speed is good, but still not as good as is promised. The TIVO box that comes with the TV package is so outdated it is frustrating to use - so, so slow - and yet they continue to want extra money for the box that will do the job that the TIVO should be doing. As soon as the contract is up, I'll be cancelling.