Thank you Virgin customer services
Well this is a surprise. Our cable modem decided, after a week of hiccups, to kick the bucket this morning with random flashing lights and some not on at all. A quick call to Virgins customer services, had me quickly reboot it (well, they would wouldn't they!) and them attempt to contact it externally with no success. A dead modem was diagnosed and an engineer allocated to swap it out. And how long do we have to wait? 3 hours :)
No convoluted fault finding, no patronising questions just a damned quick service that, to be frank, I wasn't expecting.
Anyway, well done Virgin. I just hope it will be like that next time I ring!