I'e always found...
that the VM forum is the best place to get customer service. They have techs who regularly wander through there sorting things out. Recent dealings with Virgin...
V+ box was playing up - replaced with a new one within two weeks, no charge.
Not able to remotely access my router - rebooted the DOCSIS modem via their website from work. Cool.
Remote control didn't have codes for my weird Swedish telly. Asked for a new one and got it free of charge. They asked a passing engineer to drop it off on the way past to save on postage.
Blatant lies. Engineer who came to replace V+ box didn't show and they claimed he knocked and phoned my landline. Trouble is, I didn't get a landline as they had no spare capacity in the roadside box.
The newer combi-modems don't have modem mode or support DynDNS. Little sympathy from customer services about it.