I have been hit hard by the covid-19 outbreak, I'm part of the 5%of self employed who don't qualify for anything from the government and have literally had zero income for the past 3 months. Every other company I have dealt with have been understanding about the situation and have put a hold on my account for a few weeks until the work starts up again. When I couldn't pay my first bill I rang customer service to explain to them why it wouldn't be paid, they said there's nothing they can do about the bills but we wouldn't be switched off for the duration of the outbreak, just limited to slow service. A month later I start getting threatening messages, about my account being sent to a debt recovery agency. I call the number on the message which starts an automated message telling you you can pay online then says hold on the line to speak to an advisor and cuts you off everytime. A few days later I get another message saying call the same number and we may be able to lower your bill, I call and get cut off again. I found a different number online and rang that then get passed around between four different people before someone would help me. I ended up talking to the collections department, I explained that I had no income and wouldn't be able to pay anything and spent the next 10 minutes with the advisor saying "if you pay this much today" and me replying "I have no income" on a loop. Eventually the lady said if I could pay £70 today they would credit the rest owed (around £30-£40). I told them I would see if I could borrow the money from somewhere and get back to them. My dad kindly agreed to lend me the money so I rang back about an hour after the last call only to find out the collections department closes earlier than the others so they'd send an email to the lady I'd dealt with earlier asking her to ring me tomorrow. The day after i don't get a phone call so I call them instead only to find it's impossible to speak to the same advisor for some reason and they can't do the credit. I then get another message saying I didn't pay the make the agreed payment of £70 and that it would affect my credit file. Now I'm sat here after spending two days on the phone to virgin and getting absolutely nowhere, apparently with a worse credit rating than if I'd just ignored the debt