Steve hope u get it sorted mate,
Been with Virgin 15 years never had a problem, customer service answered within around 15 mins max normally a lot less than that and as far as I know UK based.
Also always a text to let me know if I'm getting near data limit then if I go over just £2 a day unlimited.
Thats what I call service sod the rest my wife has had so many problems with Vodafone getting changed October when contract ends.
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