Roughly the same as everyone else here - after repeatedly declining my card for no good reason, I received zero response to messages - in fact, my first ticket was marked 'solved' without a response. No customer service - 4-5 day advertised wait for a response via email which never comes. Eventually I had a friend log in on my behalf and use their card to upgrade - which worked, but now my original voucher is cancelled, and they haven't sent me the new voucher as promised! Checked with my sister (who bought this for me as a birthday gift) and hasn't been sent to her either - so, this year for my birthday, I was allowed to give Virgin £31 for absolutely nothing, it would seem. Still no voucher or response to messages ... just a terrible service. Also I can't understand what's going on with the ratings here - customer service is marked 4.1/5, but i've just read 5-6 pages of 1 star reviews slating the customer service - i mean, there is none, so how it's getting 4/5 is beyond me. Must have had some serious good faith from before Acorne took over - because it's really gone to **** since