So VM agree there is a problem, but blame the customer by implying that because there is a VM problem the customer costs them too much money.
I know Virgin Media don't guarantee a fault free service, but if they had applied themselves to resolving the problem first time, rather than multiple times by escalating to a greater level of expertise, it would have probably cost less in the long term and thus kept things profitable. Blaming the customer for your own organisations failings makes excellent business sense to me
