Why is it so hard to join Virgin?

I want to switch from Sky to Virgin. So last week I placed an order via the Boards site with Virgin Media. I got no response from Virgin for some days. I followed up via PM and was told they would get back to me. They didn't. I continued mailing them via Boards. Eventually someone rang me. There was no record of my original order, so I placed another. Was told the package would be delivered Saturday or Monday. It wasn't. No text, no call. I rang them this morning. Ten minutes on hold. Infuriating music. Etc. Eventually the woman from sales kindly told me she'd transfer me to the right person. More hold music. Finally I got talking to someone who explained 'there is an issue' that she couldn't explain. Illuminating. Seemingly, two orders had been placed. Then both were cancelled. So there was no more order. Nobody called, nobody emailed. I had to phone them to find out.

Sky were practically knocking down my door to keep me from leaving. Why is it so hard to join Virgin?