I'm a new customer and my router arrived broken out the box. Its sounds like a maraca when shaken.
I tried to ring customer services, but there was no answer after 8 minutes of waiting (and a torturously annoying hold music, so I couldn't wait much longer).
The fact that Virgin is forcing me to post to a public forum just to get some support is the cherry on top.
I know that legally I have a cooling off period so can cancel without charge within 14 days, but I'm not sure how to do that (except by ringing the bloody customer service line again).
Any help, commiserations, or offers to run away to a deserted island and live the rest of our lives in an Edenic paradise would be welcome.