I realise there are no guarantees. based on my experiences though the virgin app is in the bottom 1% for reliability. The fact that you have a whole community of unhappy customers is further evidence of the lack of consideration for customers experience. Can I have a phone number that connects to a human being? I’ve already been refused that request but I’ll ask again.
I think if you are looking on a support forum; you will always get an impression that things are terrible with a product or service. - If you looked at macfixit.com you'd be forgiven for thinking that Apple make shocking products (I'm not a fan, but acknowledge that they are generally well-made and reliable)
It is the same for VM - yes, they have their issues and some people have got shocking service but overall as a % of satisfied customers; I'd wager that over 99% are happy!
But that is why these forums exist - and most do get rectified!