Re: "original Virgin Values"?
VM was good provided it didn't break. While it worked and provided me with a pipe to the internet I was happy with the broadband because it's been a long time since I relied on any other service from the internet pipe supplier. I run my own email and have my domains and websites hosted elsewhere, so I can switch them around should the need arise. One time someone in the office tried to cancel his VM subscription and it was hilarious for all of us listening in to his efforts to get part the customer retention department. When my turn came it was a lot easier, they don't have an answer to "I'm leaving the country" so it was quick and painless to cancel.
Once we had a fault where neither the broadband or the cable TV was working. To most of us, that would suggest a fault in the common part of the system, prior to either cable modem or set top box. So I called the VM support line, where it turned out you could report a TV fault or a broadband fault but not both at the same time. I picked the TV option, explained to the script monkey what was going on but we still had to go through the motions of rebooting the box and the other crap that was on the (inappropriate) script. At the end he confirmed that they'd need to send out a tech, we arranged an appointment and then he asked if I wanted him to put me through to the team handling broadband faults. By this point I'd lost the will to live and declined.
There was a bit of redemption later, I got a phone call from a chap (I suspect several support levels higher than the support droid I spoke to) who confirmed to me that (1) it was indeed a network outage and (2) it should now be fixed. Then he asked me to confirm that all was well and as it was, offered to cancel the technician visit.