Astonishingly poor service and disability discrimination
I have tried being patient and polite but am now at a loss as to what to do next!
On 16th September we arranged for Virgin to supply our new house and a connection date was set for 1st October. The engineer arrived on 1st October but couldn't connect us as the external work had not been done. The connection date was put back to 15th October. We contacted customer services many times, explaining that we have a disabled child at home 24/7 who is dependent on the internet for online tuition and therapy. We were told that once the external work was done, we would be fast tracked to be connected as soon as possible as we have a vulnerable person at home. Yesterday the external work was done and this morning we received an email saying the connection will now be on 22 October! 13 days away, and three weeks after the originally promised connection date.
Virgin seems to now have changed its mind about fast tracking our connection due to the fact that we have a vulnerable person in the house. Our son has not been able to have any tuition or therapy for the last week and now faces another two weeks without this. He's becoming increasingly distressed about the situation.
We have raised two complaints via the online form, sent the complaint to the customer services WhatsApp, spoken to customer services numerous times and have also spoken to people in the executive team and the connection team. What are we supposed to do now?!
