Hub 5 sent without power supply.

Currently have a hub 3, a hub 5 was sent to me as an upgrade which was received with no power supply so completely useless.

I used the online chat and the agent tried to book an engineer visit, I asked for this to be sent in the post rather than wasting an engineers time and me having to wait in during a 5 hour attending window. This was agreed by the agent and I would receive it in 3 to 5 days and the hub 3 won't be disconnected until the hub 5 was sorted.

Two days later I received a text saying the engineer is coming tomorrow between 1 and 6 - when I'm not in, completely unable to cancel it because it wasn't showing on my orders and appointment.

Spoke to a different agent on online chat who said they don't send them in the post and they would raise a formal complaint so it could be, promised an email confirmation within 2 hours. No email received but I received a voicemail which was absolutely incomprehensible. Add to insult I've just received an email stating the hub 3 will be disconnected Thursday...

Is virgin media customer support always like this? You would have thought something as basic as a power supply would be in the box.