Not for the first time virgin media staff hang up just because they can't get their way. I called customer services at verging media in early December 2018 and agreed a payment plan throughout Christmas and new year. As agreed the first payment gone through, but the 2nd payment they said it wasn't enough or I'll be disconnected. I explained my monthly bill is £89 and my two payments come to £110. I wasn't happy as we've agreed on this. Furthermore I have a credit limit of £280 and I was only £90 out of that was outstanding so I have plenty left on my credit. The lady I was speaking with with the surname of Vincent decided I shouldn't be defending myself (politely) and hang up on me. It takes average 15 minutes to get through again which I painfully did. The man I spoke with in my 2nd conversation with the name of Ali absolutely denied I was hang up on and assured me it was a mistake. It wasn't a mistake because they do it quite often in my experience dealing with customer service at virgin. When I tried to raise a complaint to make sure for their benefit not to be repeated with future customers, but surprisingly Ali would not accept the complaint and refused at a point blank to put me through to a manager in order to cover up for Mrs Vincent. To my frustration I asked Ali to terminate my contract, and I would like to speak to the right department, but the response was even more shambolic than brexit.. He said I can't put you through!!!!!! I said why? Then he said because his manager is not available. At that point I couldn't raise a complaint, neither able to terminate my contract. Before I gave up on the will to live, I told Ali I'm not recording this conversation and asked him how many people work in the termination dept? More than one (manager!)? He said yes. So I said could you put me through please? He was still desperately trying to put me off, than after almost 15 minutes later he put me through. I was given an apology but my main target was to make sure that Mrs Vincent in the collection dept does not hang up on customers again. 2hrs later my Internet stopped working which I thought was very strange, so I called virgin media again and was informed an engineer will come over on a few days time. Which I found unreasonable because without Internet I'm totally paralysed at home,and then an engineer came over and changed my box. Next day i called virgin media to change my wifi password, and was told I must have a laptop or there's no way I'm able to change my WiFi password. Which I found surprisingly bad. Anyway then I was told an engineer must come over to make sure my Internet is working properly, which I said it's now working perfectly fine as only yesterday I had an engineer over to fix it, but amazingly I was told they must another engineer!!! I said what for? It was only yesterday I had an engineer, then was told they must send another one, and therefore I must take more time off work to await the arrival of the 2nd engineer. All I can say is this company is highly incompetent, from the waiting time, rude staff, and its even difficult to understand what they are saying sometimes. I would go on a two weeks holiday in Afghanistan than dealing with bunch of idiots at virgin media. And they're not cheap either. I'm not even full house and paying almost £90 every month. Absolutely no respect to their customer. Really horrible people to deal with. Yuk