Horrifying! Stay away at all cost! They are quick in taking your money and charging you more every single month without even having agreed on it. But the customer service is THE absolute horrifying NIGHTMARE. STAY AWAY from them at all cost. I had to close my account as moving in with my boyfriend who already is with Virgin Media. So I contacted them first on 10th January to end my contract for 31st January. I gave them my new address and was told I would receive a prepaid package to my old address in order to send the router back in between ten days. Guess what: Nothing happened until 31st January. Instead of doing their job they sent me another bill for almost £100 to pay for until end of February. I contacted them again, explained the situation again, paid the correct amount of £51.92 to close my account and was told I would receive the prepaid package now to my new flat in the next few days. Meanwhile I had given them my new address about 5 times via phone, sms and email as they kept bothering me asking for it and sending back their bloody router otherwise they would charge me £40. A couple of weeks later and after more sms and emails from them and another bill now for £4.43 (whatever for that was???) and of course no prepaid packaging for the router I called them again. The customer service agent seemed to be not as dumb as the rest of them although I had to confirm my new address to him for another three times in order to receive the prepaid package for the router. He cancelled the bill of £4.43 and I hoped this would be finally the end. BUT Virgin Media proofed me wrong! More emails and sms regarding my new address, more threat of charging me £40 and of course no prepaid package for the router. God o mighty! Finally the package came last week after 6 weeks in total so I could put the router in it and deliver it to one of their service stations which I did. But that was not enough for them. Today I got another email that they now have charged me £40 as I have not send back the router still. I was fuming, had to call them again and had to proof with my receipt that I had send back the router. STAY AWAY .... and wish me luck that this is the end with them. NEVER AGAIN!