At beginning of August 2020 my TV box developed a fault, rang Virgin for assistance and was told I'd be texted a number to call but no text received, waited for several hours and rang again and got same message and again no text. Rang next day and same happened. Managed to get hold of engineer who installed package and he advised that at the point where you are asked about receiving a text press option 2 which I did. Eventually got someone explained problem and a replacement was agreed. Replacement arrived several days later but it was not a TV Box but an AC Converter! So back to endless waiting on phone and finally managed to get someone who confirmed I'd been sent the wrong thing and a new TV Box would be sent out. Waited few days and it came, but was different type of box. Tried to install it but existing HTML cable would not fit the port. Back to Virgin and a further lengthy process getting through. This time I was told I should buy a new cable. I then explained that I was renting this equipment from Virgin so that I could access their services which they had agree to provide and I was paying a lot of money for it and it was for them to provide the right cables. He backed down and went off to do some checks. Came back and told me I had been sent an old box and not the right one and he agreed to send out a new one, TiVo box. He also said he would arrange a credit for me due to the inconvenience, but I have yet to receive it! After several days a new TV TiVo box arrived and I tried to instal it but it would not instal. Back to Virgin for another couple of hours on the phone, further checks made and indeed there was a problem their end, there was an 'occasion' (?) that required coding changes. He helpfully did some work on it but I had to go off to prepare for a Zoom meeting before all was completed and he agreed he would complete task and call me. At some point I received a email thanking me for changing me package showing I was now being charged for 2 TV boxes, that is the new one and the old one that did not work, however it turned out the guy I spoke to misunderstood when I described the equipment I now had at home which included the old TV box as an indication I had and was using 2 TV boxes! I should add a glance at my package would have shown 1 TV box. I then received yet another invoice should that my charges had been increased again, so back to Virgin, this took some nearly 2 hours on online chat which she looked into it. Eventually agreed that I would be charge £83 pm till November 2020 and £86 thereafter. Then I get an invoice should my next bill will be £107! Every time I have spoken to Virgin they have not done what they say they will do, I am still without their TV package save for Freeview and now I have to spend yet more time to sort out the bill! Whatever you do avoid Virgin if you can. On the positive side I do get fast broadband with the assistance of boosters in an area where there is only fibre to roadside junctions and copper from there.