In December 2021 I got a call from Virgin saying that as a long standing customer they wanted to upgrade my package. As it involved changing the Tivo box I said I'd prefer not to because I didn't want to lose all my saved content. I was told that I could save everything to another device e.g PC, USB. I knew this was wrong and wrote to Virgin accordingly. They've never answered. What they have done is to send me 'boiler plate' letters saying they are looking at my complaint AND may even phone me - they never have. They have also sent a rambling, badly punctuated and grammatically incorrect letter that does not address my original complaint. In the letter and also via email they confirm that I've requested changes to my package, the price of which will increase in Decmber. I've never asked for any such change. Today, I received another 'boiler plate' letter - looking into my complaint, 28 days, blah-blah. The letter states the complaint reference number but shows it as closed on their system. I wrote to Virgin on December 23rd, 2021 and Febuary 04, February 09 and April 14th. I may has well saved the inlk and paper. They are truly hopeless. I'd go elsewhere but I don't want the hassle. Any ideas anyone?