No show engineer

I had a technician appointment booked for 4pm-7pm today. This is because our router is completely broken (won’t turn on - no damage caused by us just a faulty router). 

As we have absolutely no WiFi due to the faulty router, I am unable to work from home. As such I had to take the afternoon off work to be in for this appointment. 
I was told I would be sent a text on the day giving 30 mins notice of arrival. It’s now past 7pm, I have received no text and can’t get through to any real human being through Virgin’s support chat. 
I have plans this evening and am meant to be working from home tomorrow. Not sure I’ll be able to do either of those things now. 
Feeling extremely let down by Virgin. This isn’t an acceptable way to treat your customers.