Order Cancelled

Hi,

Virgin Fibre was just made available down my street so I put in an order on the 5th which went through fine. 2 lads came out to install the box on the outside and when they had finished informed me that they couldnt complete the install due to a junction box on the street not being there. They said the problem had been escalated with their team lead and that Virgin would be in touch.

I was contacted this morning through a mobile chat service and advised to message back. I called instead, after being on hold for 20 mins I spoke to someone who advised the order had been canceled. I asked why but they were unable to help, they put me through to someone else. I repeated everything to the second person and asked what happens next, the call handler was unable to provide and help other than to say this was a pre-install issue and that they would now put me through to the team to discuss.

I waited again for approx 30 mins for someone to answer in the same manner as the previous folk, it did not appear they were anything to do with a pre-install team. I went through everything again with this person and was assured that "...this problem would be 100% resolved!". The gentleman then put me on hold while they attempted to contact another team. After several apologies for taking this long I was transferred to someone else who asked what the problem was. I explained the issue and was then hung up on.

I decided to raise a complaint asking them to establish what is going on, whats going to happen next and how long it will take. I've just had a response from the complaints team advising that