Below is a copy of the email i just sent off to Virgin, and Which? and Consumers direct. Does anyone else know anyone else i should send it to? I would love to send it to someone high up at Virgin coz the stupids in the Lower echelons can do nothing right. Complaint follows:

To whom it may concern,
I am writing to complain in the strongest possible terms about the utter distain with which my Partner and I have been treated by your customer services department.

Recently we started having problems with our Virgin livebox. The picture would freeze and go blank, as described on your customer service line as the symptoms of the livebox overheating. We did everything we were told to do, unplugged it to reset, checked the cables and anything else that was suggested. After this didn't work my Partner, Mrs Mackie called your customer services department and requested an engineer come out and fix the problem. She was told that the soonest an engineer could come out would be in a week's time on the 6th of April. This was really disappointing but we had no other choice but to wait for a week with NO television service at all. The engineer turned up on the 6th promptly and after making some effort to repair the unit told my partner that it was fixed. The picture appeared fine and my partner went to hang the washing. On her return the picture was again freezing until it went back to the black silent screen. Disgusted with the fact the engineer had not effected the repair he had claimed to, we called your customer service department (Waiting over 20 minutes for an answer) again and asked for an engineer be sent back out to repair the fault properly. The person we spoke to in your call centre said that the engineer had been called and a message left on his phone to return to us by 6pm that evening. So, despite it being a beautiful day and the start of a much needed bank holiday weekend we remained at home to await the engineer. When it got to around twenty past five I decided to call your customer services department again to check when the engineer was turning up. I was told by your customer services agent that no engineer had been despatched. At this point I asked to escalate the call to the agent's supervisor to find out why we had wasted an entire day of our lives waiting for the box to be repaired when it seems no-one was able to fix it or return. The agent stated that his supervisor was busy and if I gave him my phone number he would ensure that the supervisor called me back within half an hour.
After waiting an hour and getting no such call I called your customer services back yet again, only to have another 20 minute wait and immediately requested I speak to the most senior person on staff. I was put through to a Mr Gurgendeep Singh who apologised for the trouble but said he could do nothing to get an engineer out as the repair department had all gone home. I was utterly appalled at this as it left us with no television after spending a day waiting and now having been on the phone to Mr Singh we were both late to go out for the evening and frankly exhausted with chasing your staff to perform one basic function. Mr Singh said that what he would do is leave an urgent email for his counterpart on the morning shift to call me and get a member of the repair team out the next morning. I gave Mr Singh my phone number, double checked it and waited to get a call in the morning. That call, AGAIN never came. My partner AGAIN called your customer services department and arranged for another engineer to come out this morning to fix the problem. The engineer turned up and told my partner that the problem was that no signal was getting to the livebox and that this was due to the faulty wiring that was done by the engineer who originally installed our cable connection, TV livebox ad broadband. He told us that he was able to do a quick fix to keep the television working until a full repair could be effected on the 28th of April, something that my partner agreed to as we are upgrading to Virgin + on that day and with the TV working we were happy to save YOU time and trouble ad compromise. After the engineer left, my partner and I went out shopping to catch up on the things we couldn't go out for on the 6th. On our return the TV was again off with the ever present LD120 error reading on the front screen of the livebox. To say that I was unhappy is an understatement; I was and AM disgusted with your company and the utter incompetence shown at every level, from engineer, to customer services agent to customer services manager. AGAIN, my partner called your customer services department and AGAIN the agent on the line was not able to help us or rectify the problem, he just went over all of the fixes my partner and I know by heart. She requested to escalate the call once more and I took over from her as by now we were both sick and tired of dealing with this problem and eventually Mr Singh was again talking to me. He gave no explanation as to why I had not received a call back from his counterpart. I told Mr Singh that I wanted another engineer out this afternoon to fix this problem and after placing me on hold Mr Singh informed me that the whole repairs department had gone home at 4pm and there was no-one to help. To make things worse Mr Singh has told me that there is NO-ONE available to come and affect a repair to our TV until NEXT FRIDAY, the 13th?!?! Meaning that we will be without our service for 2 weeks and that I and my partner have just spent the last two whole days chasing your company for no reason. I told Mr Singh that this was unacceptable and that I wished to escalate the call above him as he has failed to deliver on promises and seemed powerless to affect any positive response from his colleagues. He informed me that he was the most senior person at the call centre and that his bosses would not accept phone calls from customers. This as much as anything is appalling. If he cannot effect the changes needed then I expect as a customer to be able to escalate my problem until someone has the authority to sort it out once and for all. all the way to Mr Branson. So now I am stuck, I have no-one who can help me, we have to wait another week without any TV with two teenage girls who love nothing better than to watch their favourite shows week in week out. We are without entertainment for the WHOLE of the long bank holiday weekend and have wasted two days chasing your employees who can't seem to care less about our predicament.
Mr Singh himself admitted that if he were in my situation he would not find it at all acceptable and described this as partly due to flaws 'at our end' and due to technical reasons. I told Mr Singh to book the call out for Friday under protest and that I wanted him to make my complaint official. My partner wrote you an email of complaint yesterday on this very subject for which, as with most of your communication, she has had no response.

I would like to be contacted by someone in AUTHORITY to tell me how this situation is going to be resolved quickly and positively. I will not go to the back of the queue again with this fault. I expect immediate and positive action to allow us to view the channels we pay for month in, moth out.

I will be forwarding a copy of this complaint to Which?, Consumers Direct, Ofcom and BBC's Watchdog.

You can contact my partner on the numbers you have on file and I can be contacted on **********.

Yours Matt Tones