I have been in dispute with virgin for 3 months now regarding a simple matter (they emailed to offer me Skysports HD but only gave me Skysport SD) It took me multiple 30 min plus phone calls and several goes at the complaints procedure to get them to agree to give me Skysports HD as promised. You can't email them or speak to a supervisor, and the person you speak to has no authority to do anything. Their eventual resolution involved putting me on a higher costing package with a monthly credit to bring it to back down to the original price agreed. New price appeared straight away on the bill, but surprise surprise no credit. So back into the complaint procedure and another promise to apply the credit. 3 weeks on an even higher bill appears and no credit. So here we are - another phone call today, my fourth go at the complaints procedure and another promise to resolve.
Shame really as a customer of 21 years, but all I am left with, if not resolved this time, is to cancel the direct debit to avoid Virgin stealing my money, contact the Ombudsman and switch to Sky to get some decent customer service.
If you are listening virgin - you have broken your customer service model. Take note of Sky's advert in the papers regarding complaints telling you as much !