Ordered new V6 box as upgrade on 14th Jan and received mail same evening confirming this. Despite waiting in all afternoon today no engineer turned up. Upon calling virgin they have no record of my order even though it was placed via my virgin online account !!. Absolutely appalling level of incompetence. How can virgin generate a confirmation email to send to a client but then have no record of this.
Upon asking for recompense possibly in the form of waiving my "connection" fee of £14.99 for wasting my family's day, I was told in no uncertain terms that I am lucky to be getting the V6 box at the special discounted rate of £49.95. Appalling really.
Same happened to me a couple of days later. My guess is a fault on the website - probably software issuing the email but not updating the account. I phoned when the engineer was a no-show and had to reorder. Woman I spoke to asked if there was anything else she could do but as I was asking whether I'd get an email to confirm, she hung up! I did notice that the option to order online had disappeared the next day and they were only taking telephone orders.