We received a telephone call from Virgin stating that we needed a new hub as our present hub would not work any more once essential upgrades were performed. We were also told that this was a free upgrade, but I received an email from Virgin stating that as a result of this "free" upgrade, our bundle would be increased by £4.80 per month! We were advised that if we changed to a Tivo box, the monthly cost would go down! My husband and I had a discussion and decided that we would change our package to include a Tivo box. So, we called back to accept the offer to be told that we couldn't have this package until after the new hub had been delivered! Virgin is the only company that doesn't have an email option for customer services! It's so frustrating, as I can't always talk on the phone and also I like putting things in writing. You can write a letter to them but this is too time consuming. At the is moment in time, we are looking at other providers such as Sky etc as we feel our bills have increased significantly over the last 3-4 years.