So 3 weeks ago VF decided to upgrade my account and send me a new VF box when my other one kept dying. Every week I would ring them and spend an hour trying to find out where it went. 

This week the person on the end said I had to "send in documentation with RowID" before they would send it out. What was he talking about????

So totally exasperated I told them to cancel my account for the TV and just leave the Broadband. 

"Can't do that" I was told. 

"OK, delete my entire account and I will go elsewhere", says I.

Now that got their attention. Then I was passed to the Retention department, who with unexpected competence, took the TV off my account as I wanted to. 

Then I realised that the original rep I was talking to was lying through his teeth about "sending in documentation". He just didn't know what to do and wanted me off his line. 

My threat to take it up the chain actually succeeded in getting to someone who knew what they were doing. 

In conclusion, don't trust what the guy on the end of the phone says, just say you will take it further, until you get to someone with actual authority.