I posted on this site recently, as our 2mb BB had been getting slower and slower. Speedtests varied, so I put it down to maintenance. Finally identified it as modem, as the 'ready' light would go out. 'Phoned Virgin on Tuesday, and was told to run the various tests, disconnect router etc. Did that, rang back, they tested modem and confirmed it was faulty. New modem arrived Thursday, son fitted it, and I rang in the evening. Very helpful bloke in Swansea set it up. All sorted. It wasn't until I checked the paperwork for my account number that I found we had been with NTL etc for five years. This is the first real disconnection we have had in that time. I must admit, we stayed on 512 for longer than we should have, and I had to ring India and get it upgraded, but the lady was very helpful and efficient. So, credit where it's due. I work in retail, and deal with warranty claims etc. Being abusive gets you nowhere! If everyone had to work in a shop for two weeks, and ride a bike to work in the rush hour to get there, (as part of the 'National Curriculum')  they MIGHT be more tolerant of their fellow workers!