They only get one star as that's the minimum you can give. I would give them zero if possible. I have never dealt with such an incompetent company. I requested that my package be reduced both in writing and by telephone yet it took three months before I was told it had been actioned. What a surprise when the following month nothing had changed and they were still billing at the higher rate despite telling me I would receive a refund. Finally moved my account to another supplier and the incompetent staff at Virgin Media are still billing me (now at the reduced rate) although I am not even connected to them. Also spent three years contacting them regularly to get access to my online account. Didn't actually get anywhere with them and never managed to have access to my account In addition the broadband speed which was supposed to be 100Mb was only 38Mb yet my new supplier managed 42Mb on a 40Mb service. Take my advice and avoid at all costs.