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@dan
Hey Jaw, it might be that Virgin is just totally shit in the nw6 area? My friend has a flat in William Dunbar House (just on the left after you walk across Queens Park bridge) and he's had to have Virgin round 5 times to install his correctly - and it's still not right.
Another friend who lives just of Salusbury Rd has had similar problems and in the end the actual regional manager came on a call out and installed everything himself. It seems like if you complain you do get somewhere with them...