never climb over other departments heads it still gets sent back down to the ground for attention, virgin will never take a complaint over the phone or take claim for the error proberly say it must be a loose plug inside the cabinet. always use a 3rd party complaints company like ofcom they are clearly in the wrong and their complaints procedure is 1 online form detailing the issue then they contact you via telephone "of your choice" and they deal direct with the head of complaints. theres also a form anyone with an elderly person or anyone with a dissability should never have a phone cut off as its needed even if its a bill issue and all them lines are monitored 24/7