I just tried calling Virgin to look at getting a better model set top box. I told her my tivo box was horribly slow compared to the sky plus box i just got rid off. and rather than sell me a better box or put me through to upgrades i got a woman trying to book in a repair and talk to a technician regarding why my box is slow. i explained the box is slow because it is old and according to the technician who installed it that is as good as it will run. i said isn't there a better or newer setup box i can upgrade too and she said first we need to look at getting your box fixed etc. for crying out loud i want to spend money upgrading not fix a box which isn't broken. This is why i hate talking to people who are just reading off a card. i said the box was slow and old and she put her mind set into fixing it even after i told her i want to upgrade she wouldn't let go of this. not impressed. might just have to go back to sky!
Ok. Call,again but this time talk to retentions by pressing for 'thinking of leaving'. They should sort you off it. At a guess you got India. Lovely people but thru no fault of their own dreadfully trained.