Nearly 2 Weeks full loss of service, Virgin won’t help and automatically resolve complaints. Ombudsman?

My internet Hub 4 began flashing red on Sep 24th where I lost full service, I searched the app / website where it told me my hub wasn’t connected properly. I tried reconnecting with help via the app to no avail, allowing me to schedule an engineer appointment on Sep 29th, 5 days later. The engineer arrived and explained the cable inside the walls was damaged and needed to be replaced. He unfortunately had no cable available so told me someone would be out likely the next day, Sep 30th (He let me know I didn’t even have to be home for the appointment) I came home from work with still no service but I did get a text letting me know the appointment had been moved to Oct 1st.

Then on Oct 1st I came home to no service still so I contacted the WeChat team who told me there was some sort of parking issue. I tried to explain I have no control over the parking outside and don’t even drive myself, but unfortunately I was just told I need to help them gain access, which I literally can’t, however there is parking very close by and not just directly outside my block of flats but the team member just kept telling me I will get a text with a new appointment date.

I was home all day on Oct 2nd and got in touch with a team member on the Webchat who assured me somebody would be coming on in a few hours with the cable. I waited all day until 7:30pm with no engineer so I contacted the webchat team again who apologised and kindly refunded me 25GBP off my bill, stating technical circumstances had led to another delay and I’d have someone out within 24-48 hours (Oct 3rd/4th). 9 days without internet left me extremely frustrated but I appreciated the refund and waited again for the engineer.

On Oct 3rd I got a text stating the engineer would be out today, but again came home to no service. I contacted Webchat to see the issue where they again said there was no parking. I told them that there was plenty of parking around the area close by and that I’m not even getting calls to let me know, making me chase the issues myself. I asked if another would be coming out and the team member was short and 0 help at all, asking me to look elsewhere for help. I then get a text stating the appointment will now be the 4th, extremely frustrating, especially since I’ve spent so much in phone data to compensate.

Now we’re today, Oct 4th, 11 days no service and extremely poor communication on Virgin Media’s end. I called at 2pm, one of many calls through-out the 11 days, where I’m told the engineer will absolutely be out today to fix and will even call me before hand. I don’t think you have to guess, but I came home to no service and the Webchat team telling me again there was parking issues. I tried explaining the same thing is literally happening every single day and there is nothing I can do, but all I got was another appointment scheduled for Oct 6th, 13 days without internet, disgusting communication in some areas of Virgin Media (some were helpful E.I refund and some friendly phone staff).

I can almost guarantee an engineer is going to pull up on the 6th, see a couple of parked cars, drive away and again leave me with no communication where I get to spend my afternoon after work chasing up Virgin Media with the data on my phone that I’m paying a hell of a lot for as I don’t have a sim contract, only to be rescheduled day after day until the dawn of time being told there’s parking issues. 

Tried to put in a complaint but it got automatically resolved with a note stating resolved complaints will be deleted in 7 days..? Tried again, same thing. 

Think it’s about time for the Ombudsman route? Literally nothing I can do here now, obviously switching to another provider and trying to get out of my contract, shame because I’ve been a customer for 3 years!!