Whenever customers have a complaint, a notification or a question for the Virgin Media staff, they have to select one of the available numbers according to the nature of the query and call. Usually, a lot of time is required because one has to go through a whole series of questions in the automatic menu on the phone.
If they're not paying attention, they could easily end up with the wrong department. To avoid this altogether, third party companies have set up an alternative Virgin Media number to call whenever needed, without having to wait. It's a direct call to the staff you want to speak with.