You make a complaint. You get a response that they will come back to you. Virgin Media come back to you asking how well they dealt with the complaint (which hasn't been dealt with). You wait. Weeks later you get a letter saying that they have tried to contact you (they haven't) and if the complaint is still live to text message them. You text message and give up waiting. Later you find that they did eventually come on. You try again. After 3 hours of hanging on for someone to message you back, you give up again.