Hi,
I originally ordered a self install kit on the 30th August to arrive on the 11th of September and received an order number and pre-contract agreements only, no way to track my order or to create an account and receive support.
The package didn't arrive, and after waiting a few days in good faith (and placing another order in case it hadn't gone through the first time) I was only able to find out after several phone calls that it wasn't coming due to a previous tenant at my address still having an active contract.
Anyway, on the 14th (after the second order didn't arrive) I was told that the sales team had filled out some form and we just had to wait 24-48 hours for that to get through the system and they'd call us back and let us know that we could make our purchase. Still waiting to hear back on the 17th...
Its frustrating because my partner starts a new job tomorrow fully remote working. We've now gone from having internet booked to arrive well in advance to having nothing in place at all simply because Virgin agreed to a date and then didn't inform us that they'd changed their minds.
Does anyone have a similar experience or a way to resolve this? I'd really like to buy Virgin's broadband despite their best efforts to the contrary.
