When Golovkin Brooke was on box office I ordered it but when the time came it wasn't available due to a technical issue Virgin had that night. I found out about the problem after being on hold for about 15 minutes trying to contact Virgin, when a recorded message played, apologising for the situation. After a further 45 minutes on the phone, speaking to two different people I got nowhere. I was surprised to find that Virgin made no effort afterwards to contact the customers they let down that night. I have now been charged £15.95 on my bill for the boxing I wasn't able to watch and I'm reluctant to spend another hour or so on the phone to sort this out but guess that's what it will take. I always imagined before joining Virgin the customer service experience would be among the best out there but the reality here has been disappointing.