Thank heavens for forums! Have been having exactly this problem since I took up the ntl offer in Dec 06 and thought I was going mad.
Am on fourth lobster 544 fone, and son's fone on second 544. Virgin consistently refused to change for another fone, even tho' there are clearly inherent faults with the 544. Reason given was that I signed up to ntl deal and handset was free.
Eventually was promised Motorola L6 but it didn't arrive. Called to chase it and they said it would need authorisation and someone would call me to arrange delivery. No one ever called so after a week I called again, only to be told that I couldn't have an L6 because it was the ntl deal! aaagh!
Like you say, customer service are very helpful and replacements are quick, but I have epilepsy and can't afford to be without a reliable fone as it is my lifeline if I have a seizure.
It's a shame when the deal is so good but looks like we'll be going back to a proper foneco
Anyone know if there is an "official" body to complain to? It seems dangerous to me if Virgin are giving out fones they know are faulty which might put people at risk if they needed to call emergency services for example.