[andy_m]

No, I'm suggesting they take into account their entire customer base when making decisions, not just those who make the most noise. That might already be happening, doubtless you'll tell me it is. But I never once complained about the old bill, I have spent 40 minutes on the phone having somebody go through the new bill. The cs rep was excellent, so I fail to see why this excellence wasn't brought to bear on those who originally had the problem. Perception is everything, and it seems to me that I never had a problem with the old bill but because of a vocal minority Virgin changed things around meaning they've been quietened, which is fine except now I'm the one with the problem, which doesn't seem right or fair. Had they just spent the time and patience with the original complainants that they eventually had to spend with me they'd have two happy customers rather than two who have now both had cause for complaint. Really poor knee jerk way to deal with things.