Yesterday after waiting for 45 minutes on the phone to arrange a quote for moving to a new house I managed to get started with a rep but we got cut off at the virgin end. I phoned again and after another 45 minute wait I got through to another rep who, to all credit was able to track the progress of my previous call and we managed to broker a deal. Overall this took nearly half a day. Next day I got an email giving details of the deal which bore no resemblance to what was agreed (much more expensive). I am currently at my computer waiting for my phone call to get a response to why this happened (one hour gone and still waiting). part 2 - 42 minutes later. Eventually I got through to a rep who, like all the others, was extremely helpful and he determined that the contract sent was not that which was agreed and I should ignore it. He stated that the correct agreement would be activated when the engineer installed the new system after my move. However, he was unable to give me details of the new correct contract which I asked for as I am worried that the incorrect contract will be applied after the installation (you may guess I have no confidence in Virgin's systems - I only want them to formally give me details of the correct contract). As he could not do this on his system he transfered my call to the moving house dept. It is now 1 hour 26 minutes since starting and I am still waiting for the call to get through. 2 hours Still waiting. They may have fast broadband but customer service is so slow I would advise starting early in the day because you may need all day to get this done, if it gets done right. If not, as in my case, then keep the follow. Wow I have got through! Nice lady who transfered me to someone else. Back to go - have to explain the problem yet again. Eventually they claim they will send me the correct contract, and will phone me to check if it has arrived. If this post stops here then assume I got it.