I am as critical as many on here regarding the level of support and customer service standards we, the customer, receive from Virgin. I still find it amazing that their 'main' source of resolution for issues is this site where us, the paying customer' will nine times out of ten resolve the issue, or at least provide suggestions. Indeed only today I woke up to find my router displaying a solid green light. A quick search on here answered my question - it's due to a firmware update and it will display green when in modem mode.
Anywat last Monday evening, after yet more complaints from the wife over lost recording due to corruption, I went on the Virgin chat and after a 20 minute wait, another 20 minutes fauly diagnosing the CS person booked an engineer for the Wednesday afternoon. He turned up, was as pleasant as they come, had a quick look and replaced the 360 box. He even joked, when it was obvious any recordings would be lost, to simply blame the Virgin engineer when the wife complains.
I cannot fault that service one bit. Well done Virgin.