I moved from BT because they were difficult to get hold of for anything other than payments. I am now experiencing the very worst customer service I have EVER experienced. Having previously worked in an organisation where brand is everything. I am now engaged with an organisation that has NO customer services whatsoever. I have tries calling on 6 times, currently holding on the phone for 20 minutes with no one picking the call up. Finally picked up and spoke to an actual Virgin Media person who explained that Virgin is so popular they don't have enough staff to cope with demand!!!!! At the same time I am trying to use the web-chat. Started this 35 minutes ago and got through the the auto-bot responses Name, account number etc and since then 15 minutes has passed with NO response. Sent an email complaint 3 days ago and have not had a response, not even an acknowledgement. Phone call lasted over an hour and NO offer of compensation despite what the engineer had said. Oh the benefit of hindsight.....please can someone design and build a time machine so that I can undo this very poor choice.