Ah - I've found the reference on Virgin thanks to Google. Certainly not been told by Virgin.
I tend to agree with the comments above about service hopefully improving now that this MAY weed out the rubbish they have to deal with. Although I do hope that they will invest in UK call handlers. Another 45 minutes of "we do not support third party routers" from Bangalore will push me over the edge! Finally proved it WAS their problem. I have asked for a written commitment that they will refund call charges when it is shown to be their fault, although I don't know how we prove that.