Upgrade from M250 to 1G

I must say, things have changed at Virgin. What should be a fairly simple process has taken up too much of my time.

The Hub5 arrived on Thursday. I attempted to install then but after 45 minutes of the job flashing blue, I returned to the old hub. I then tried again on the Friday, but after a further two hours of blue flashes, gave up and your online system said I needed an engineer. Booked for Monday. 

Sunday arrives, as does an email to say my system has been running over the weekend so engineer cancelled! The time I had arranged to be at home for said visit is still booked!

I went on your messaging system earlier and that took 30 minutes of my life away with the individual taking showers in between typing a few words. Ended up closing it, as it was pointless.

Can someone from Virgin sort this or cancel my upgrade please.