Engineer visit booked today but external work not completed?

I can now answer my own question - I called the Virgin 0345 number and was assured that it was a 2 man installation, one doing the external work and one the internal work.  Then only one Virgin engineer arrived who was very helpful discussing the options but could not complete the work as the external box had not been installed.  So I called 0345 again and a helpful person scheduled the external work for tomorrow.  After which we have to arrange the engineer visit again.  It's frustrating for us as customers and must be expensive for Virgin.

This is a familiar story. Don't be surprised if you get another message putting it off for another day

I wonder why they dont have "engineers" that are able to do both internal and external work, or at least have some that do both. 

They have their own staff who are trained on Virginmedia systems, loosely called "engineers".  To do the outside digging it's cheaper to get in a contractor.

There is very little coordination with the contractors, who do the job when they get round to it. This can be days, weeks or months away. The record reported on here is over a year. 

@george1531 when I called Virgin to warn them the external work was not done, I was told there would be a 2 man team, one working externally and one internally, as if it were a regular thing.  Now I wonder if that exists?  Anyway one guy arrived who could not do the work.  Now we are waiting for someone to arrive today to connect the cable to the house.  No message yet about postponing it so fingers crossed...

Surprise (not)...after waiting around all day no one turned up.  No respect for customers time.  Does anyone from Virgin add any value on this forum or is it just a way of outsourcing support to the customers?

Thanks to @Sabrina_B the service is now installed, the external cable was put in early in the week and the engineer attended as agreed on Friday.  I assume the main challenge was arranging the subcontractor putting in the external cable.  It's a shame there is so much miscommunication and misinformation, the work was done well once the people arrived.