I made the mistake of using virgin support live chat (trying to phone them is a nightmare, tired email, the system doesn't recognise my email address anymore) to sort out land-line phone fault. After two long days and sore fingers, still not sorted out. If you have to deal with virgin support, then have victim support and a brandy on standby. In this day and age they are reducing their resources, by walk in shops closing, cheap to run overseas call centres (you get what you pay for with them). Next I expect they will be using acronyms for everything. Just think, Virgin Media will be VM, Virgin Support will be VS. I suggest they change their company name completely to, Company Resources Appear Poor (CRAP) it would be more appropriate. I will be moving my business somewhere else, if i can get hold of anyone who can cancel my account. Because its clear virgin media "don't give a dam" about customer service in any way, shape or form.