Moved to a new flat on the 29th June - had called Virgin a few weeks previous and asked if they could visit to install on the 30th and was impressed when they said they could. Got a call that morning to ask if I wanted them to come round at 11am instead of the 1-6pm timeslot and so everything looked good.
They sorted out indoors but found problems outside - their pit is in the middle of the busy road out front and so a night-job was necessary to gain access. Chap said he'd call back at the end of the day to make sure as it was a bit of a confusing set up. Two different technicians came at about 5pm that day and confirmed what the first fella said. A bit frustrating but they said they'd report the issue and that I should expect a call to confirm the night-job and installation rescheduling shortly.
Monday comes and I figure I'd better chase it up - I'd been scheduled for installation between 1-6 a week on Tuesday. Wasn't very impressed by that...plus, will the night-job definitely have been completed? Spent most of Monday, Tuesday, Wednesday, and Thursday on the phone trying to establish these impossible-to-obtain details (and try and push for an earlier date) before being advised that the work had been completed earlier in the week and that the 1-6 installation for Tuesday would go ahead successfully. Not very impressed at all, but what's a couple more days by then?
Tuesday tea-time, fella turns up to sort it out but says that it looks as though the technicians who visited last week (night job) had cabled me up incorrectly from the pit - the wrong cables have been cut and the signal is being sent to the wrong property. He got on the phone to his manager and told me they'd both visit first thing the following morning (yesterday).
They turned up at 8am, set up their cones/fence in the road and had a look in the pit - the cabling is actually correct but there is no network supply to that pit and so I'm cabled up to nothing. The lad who'd come the night before popped his head into my flat, said his manager was on the phone to the area manager and that I'd get a call shortly (seemed to be implying that it'd be within the hour). Nothing came of that and so I called Virgin during the afternoon and made a further request for a callback - they said no overnight work request had ever been raised and that the first record of anything involving my account had been created on the Tuesday (10th) - "expect a call within 48 hours".
I've been back on the phone getting nowhere today.
Seems as though it's a complete mess and that communication is severely lacking, leaving indivudials clueless as to how to go about undertaking their responsibilities.
They'll be getting my phone-bill when all this is sorted