So, I have a complaint, nothing happens despite many calls, texts and chat attempts then Virgin write to me asking me to contact you (you said you had tried to contact me but you had not).
I try for days and finally get through on the chat, 11 hours later no real progress.
You write to me again, "please contact us, we want to fix your problem"
I try again on text this time, 2 hours waiting then a response! A few messages then "I am away from my desk for 60 minutes but will pick this up as soon as I am back" - 5 days later, still waiting (the away from desk thing seems to be the new ploy to avoid speaking to people)