It might be comparatively rare, but that's only because once a service is working it generally carries on working, it's making changes that are the problem.
I've just been told my landline has to be plugged into the hub from April, but the phone is downstairs and the hub is upstairs. Running a cable through the house has been suggested but is not acceptable, and having to move the phone upstairs is almost as bad. There have been 15 posts and four different people repeatedly not reading what I write, and repeatedly telling me the phone has to be plugged into the hub (which I'm not disputing), and failing to tell me how I can keep the phone downstairs without running a cable.
I had to suggest moving the hub downstairs - three times before anyone picked up on it, telling them that's where the Tivo box is - twice when they asked me if I had Tivo, V6 or 360, before they agreed that could be done, and I would need a visit at £25 to do it. But they still didn't say exactly what work would be needed to do that - holes in the wall? Cables run from upstairs? Just repeating I would have to get an engineer out. Surely someone at Virgin must know how a hub and a Tivo box can be installed in the same location!