Virgin Media can screw anything up. Their customer team is bewildering incompetent. They'll promise you price deals and then go-back on them within months, they'll promise you free deals and charge you for them. You can email them to complain, but good luck getting a reply. Asking them for help comes with it's own risks. I asked them to send me a new sim card and they got the address wrong - twice! Even now, months after I disconnected, I'm still having problems with them. They're trying to charge me a fee they'd already promised they weren't going to charge me. Your life will be better if you avoid Virgin Media.