I'm going to start by saying I don't work for Virgin Media, I am a customer like yourself. I have flagged this to the Forum Team though as they do work for Virgin.
When you speak to phone support you're not speaking to an engineer but rather a call centre agent. Likewise the person who visits is a technician the engineers tend to deal with deeper network issues behind the scenes.
My first thought is that I personally have had a technician visit before the scheduled appointment time, The Forum Team need to get in touch with the area manager and check it was a genuine technician that came.
My personal thoughts about the offshore call centre is that they are fine when things fall into their comfort zone, but when things happen that they don't expect, their service is lacking to say the least.
Normally I would ask you to start a thread in the telephone section with regards to the intermittent dial tone, however I'm hoping the Forum Team will help with that in here instead on this occasion. I note that it is tied into an alarm system, hence this is a priority for you to get resolved.
I just wanted to pop by and update you after our conversation regarding your previous engineer visit, I'm sorry for any concern caused during this time. After checking your account I can see our engineer has attended and updated notes to reflect the outcome.
Normal process would be that if we do call round early we would update your account and inform all concerned. In this case I can see that the appointment wasn't updated as soon as we would normally like to see. This led to a bit of confusion, I do apologise for this.
I have provided feedback to all concerned so we can avoid causing any worries in the future and provide any necessary training where applicable.
As for the intermittent tone this should now be resolved in the next day or so, so please keep me posted on how you get on.
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