Hi diamond78,
It was the strongest letter i could write without swearing or it being construed as liable!
I have been using their code of practice which can be found in pdf format at
http://allyours.virginmedia.com/pdf/code_of_practice_0607.pdf . Page 10 refers to complaints and has the phone numbers and addresses to write to. Although originally I wrote to the London address ont he bottom of the payment demand letter. I then recieved a reply saying they were dealing with my complaint and would be in contact within 10 day (from a local office which i never knew existed!). then i recieved a proper response from the manchester based customer concern team (nothing like buttering up the name complaints team!!!).
In case you cant view the PDF the main details to make a complaint

to Virgin Meadia are (direct quotation from above PDF booklet):
"What to do if you are dissatisfied:
If you are unhappy we need to know about it as quickly as possible. To avoid delay please contact us by:
Contacting Customer Care call 0845 454 1111 and our customer care representatives will be able to assist you.
Writing to Customer Concern. The address is shown below and on your bill. Your letter will be acknowledged within 48 hours of receipt.
Email using the on-line form found on our web-site. Messages received are responded to by a
dedicated team. To avoid any delay, please do not send correspondence to individual representatives’ email addresses. Your email will be acknowledged and dealt with promptly.
If you remain dissatisfied: If a complaint is not resolved to your satisfaction you can ask to escalate the issue to a manager. As it may be necessary for the manager to call you back, please provide daytime and evening contact numbers.
Or you can write to:
Customer Loyalty Manager
Customer Concern
Concord House
Concord Business Park
Threapwood Road
Wythenshawe
Manchester M22 0EY "
I took the last option and put it in writing also sending the letter by recorded delivery so as to track its reciept at the other end!
The team does seem to be english / british based (not sure what the polite term is for not an indian call centre - no offence intended!) so if you are getting through to an indian team it hink there might be something wrong there!
Good luck and let me know how you get on!
(wrt your previous post about small claims court I saw this
http://www.hmcourts-service.gov.uk/infoabout/claims/index.htm and thought of you!)
Kindest regards
Bek