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Thank you for your patience. I am sorry to hear about it. You need to make a formal compliant to Virgin media. You should set out all relevant information including your evidence (online chat) and state that due to a poor service you had to switch. Require them to remove a default and inform that you will be making a formal complaint to their regulator Ofcom. You can do it here: Faults and service problems - Ofcom
I understand it. That's why it is very important that you file a compliant directly with Virgin Media and if needs be, complain to Ofcom.
I hope this helps. Feel free to come back with any follow up questions. I am happy to help.