Charging for no service

Recently took up an offer with Virgin media, which now seems like it was a big mistake. First of all they forgot to install the telephone box when they did the broadband and TV, and then started to charge for it. Every time I ring it ends up in India, and then a long procedure to get back to the relevant department. Most of the time calls get disconnected when they are transferred from one department to the other. And after a frustration 30min and 3 repeated phone calls we still haven't managed to sort it out. I had to hang up because I was getting far too annoyed with their responses. Oh by the way although they don't provide a full service they said they were happy to take payment for the bill over the phone, which I refused to do until I have  a functioning phone line