Absolutely livid with Virgin Media. I have been a 'customer' for over 6 years, and have never had such a poor customer experience as over the past month or so. In that 6 years, I have always paid by DD, on time, to the tune of at least £6k over that period. You would think that might make you entitled to be treated well. Think again. Just after lockdown, my monthly bill went up to £115. I called them, as football had already been put on hold, to get a discount as I have Sky and BT Sports. I was told that no discounts for the football were available...however managed to get a small discount back to £95 by agreeing to a new 12 month contract. Two weeks later, I stumbled across a 'sports credit' offer for Virgin customers. Issue number one...this should have been pushed out to sports subscribers, not left it up to us to look for it. Anyway, they offered a credit of about £37 per month as long as the football wasn't on. In April they applied the credit, however in May they took out the full £95. Called VM, and a helpful guy made up some bizarre excuse for the credit not being applied. Said I could do a DD indemnity, or he would apply the credit to June, taking the June bill to £19.95. Unsurprisingly, when I checked the bill was still £57. I tried to call, got cut off twice, so cancelled my DD and sent the first of SIX online complaint emails...to which I have never received a reply. At their twitter teams suggestion, I used the SMS service to request a call. Again, zero responses to FIVE requests. All the time my frustration grew. I then received a letter saying they had been trying to call me. It turns out that our (Virgin) landline had a fault (although they have both our mobile numbers as well, we didn't receive a call on them). Then, last Tuesday we got home and Virgin had left a message on our landline which seemed to be working again. Assuming they would call back again, and given the nightmare in trying to reach anyone at VM, we waited for a call so we could get them to correct the June bill, and then I would pay and restore the DD...all our unanswered comms were to this effect. On the Thursday evening, I get a call from VM - an Indian call centre - on my mobile (so presumably they could have called my mobile when the Virgin line was faulty (and shouldn't they know if it is??), and threatened me with disconnection! Having paid on time for 6 years. Frustrated, I said I required a call from a manager. That never happened. Two more online complaint firms sent and not answered. They had also added a late payment fee to the bill! This morning we woke up to no VM TV channels, no broadband etc...despite all these messages outlining the situation, our frustration and setting out the really simple thing that needed to be sorted out. I then called 150, first time the message said the wait was a minute, but waited 15, got through, but was cut off after two minutes. Tried again, told the wait was 3 minutes, got a ring tone after 30...and again cut off. Then, out of the blue (and I suspect WFH agents have been told not to deal with billing issues??) the Indian call centre had called again (on my mobile). Bottom line is that while the guy was sympathetic, he couldn't/wouldn’t put me through to a manager etc...and with kids at home and my wife and I needing to work we need broadband etc...so I had to pay without ever having my grievances even answered once. I now have nothing but hatred for these guys, and the only small pleasure I got from it was putting diary reminder in for the first day next March I can cancel these pr*cks.