Last Sunday, Black Friday weekend, I tried to order my phone online from Virgin media about four times after giving me error not recognising my (Spanish) surname. Finally all my personal info went through and I had an order confirmation email. Hurray! On the Friday after I rang customer services as my phone should’ve been delivered by then and it wasn’t. I spoke to five different people over the phone: the first one didn’t know what to do so passed me to customer care. Customer care agent was a very rude man who basically laugh about my problem, said I probably didn’t have money in my bank (and that’s why the transaction didn’t go through) and HANG UP ON ME!!! I couldn’t believe it! I work for NHS and I know what dealing with patients/customer is and that is not the way! Third person (who I rang because I wanted to leave a complaint) had me on the phone for 45 minutes as there was no trace of my conversation with the previous, rude, agent (???) to, at the end of the conversation trying to sell me the same phone I tried to get in Black Friday deal without the deal and pass me to another agent to try and track the “rude” agent down. This fourth agent from customer care didn't know what to do either and passed me again to another agent without even asking me... after 1h dealing up with them with no results/energy left I hang up. Customer care is a joke and the website is even worse... for a company that sells phones , internet etc and have a huge team of ITs with them it’s just unbelievable...