Why are Virgin Media useless!!

I honestly give up, the company are completely unfocused on customers. 

So today is 4th time I have taken a day off work to be in when Virgin come to pick some equipment! and what a shock that no one turns up. Should I waste another 4 hours of my time trying to actually speak to someone? this is becoming a joke now and I am pretty sure that the email and text they sent me constitutes a contract agreement that they will pick up on said day.might speak to CAB about going compensation