If there was an option to select a zero I would do so. Service is absolutely atrocious! I cannot believe the mess I have had to deal with since my attempt at an upgrade. The phone that was ordered was never delivered by their choice delivery service Yodel that later informed the item could not be located. After many lengthy calls to customer service to provide a solution and some assistance, I kept being put through to sales departments and given poor or inadequate service. No one at Virgin Media seemed able to provide any sort of solution. Every time I would phone I would be told that the order would be delivered that same day in the afternoon and it never happened. I requested a cancellation twice within the 14 day period, send complaints online and via post to their complaints department and today I found that my account was debited for a device I did not receive and insurance protection for the same. Prior to this, I made it clear I no longer wished to remain a customer and requested again a cancellation of the order, my mobile number and account. My mobile number is no longer operational as of the 25/01/22 thankfully and yet it is rather perplexing how Virgin Media still manages to debit my account! In the middle of this confusing mess, I received a text that Virgin Media had applied 20GB data unlimited texts to my account without discussing it with me! How is this even permitted? I have sent a complaint to Ofcom and have been advised on the steps to take should VM fail to respond to my complaints. I was informed by an advisor today that the team would update me on clearing the active status on the account (apparently an agreement is active even though the order is lost and despite my cancellation requests) within 3 to 5 working days. After 4 weeks of ridiculous amounts of time wasted on 45-60 minute calls, poor, horrendous service and lack of communication, I have had it. Words cannot explain how this has drained me of energy to the point where I decided to buy the phone and simply get a data plan contract with another service provider! Never again! I cannot wait to have this matter finalised positively and in my favour because I am the one who has been disappointed and let down as a (former) customer! Should this mess continue I will escalate the matter as advised by Ofcom. I strongly suggest that the service quality of this provider and the training given to most of their staff be seriously reviewed. I have no faith in ever committing to a contract again. There is a communication gap in this company and customers should be able to be updated on queries raised but no one seems to care unless you are a new customer! I wish anyone who decides to sign with VM a lot of luck! You will need it! Good thing I believe in keeping proof of my conversations and correspondence with VM which they were always made aware of. Goodness I really wish this to end asap! I strongly suggest they open up stores or else the service will remain below standard.