Tried to contact Virgin Media as my welcome contract was due to end in July and i wanted to downgrade to get rid of my TV and Phone package which i never use.

I tried to get in contact via the live chat option on their website when it would not show me package offers. When trying the live chat service i was met with a robot service message that simply refused to put me in touch with anyone that could help.

I then went onto twitter and asked for help there, they sent me a mobile number to text for assistance, no answer.

Since receiving that number i have been offered no assistance, not being acknowledged in any way whatsoever.

Of course, after getting the new bill through for the additional rate, i suddenly get a flood of offers to upgrade my service to more expensive options.

The broadband service (which i remind, was the only part of my package that i used in the end) hasn't even been great, it has forced me to return to my office due to the unreliability of the service at home, this is despite being on a tariff which should grant me 200mbps.

The router is awful and does not reach my house, despite the first couple of weeks being somewhat promising and i have little to show for it now other than being charged for services that i am not using and have tried to reduce, only to be met with silence.

The worst part is, i would have absolutely been fine with staying with virgin for the time being, if they had offered support which is supposedly their customer promise when i needed it. Now, they have proven that they do not want to live up to this.

If you read this after seeing a tariff that you think is too good to be true, it is. Things are great when they work but if you ever need help then expect painful silence as that is truly all that Virgin will ever offer in the end.

EDIT: UPGRADED TO 3 STARS = Finally got through to someone at Virgin and while i spent a good amount of time on the phone, i was able to speak to Madison in Retentions. She was great and walked me through a deal which kept me at my current internet speed, tv and phone package for only £5 more than i am paying now as opposed to the £32 increase. She also assisted me by retroactively refunding the extra i paid (to come off in the next payment) AND helped me with my wireless router which was i was having issues with. She was able to diagnose a fault, send me one out within days and completely transform about how i was feeling about Virgin as a business. Great job on Madison's part. I just wish this could have all happened sooner.