I ordered full bundle back in May - I understood there would be a delay in installation due to Pandemic.
I accepted installation date of 9.6.2020.
Pre installation work was completed back in May - they turned up unannounced.
So I have a box installed on my wall from May.
On 9.6 No -one turns up. No communication from Virgin. Spent 2 hours on the phone to various departments and managed to get a new installation date on 11.6. I insisted on a timed slot and they eventually agreed to 11.30 AM. The reason for the delay was given that civil works were being completed. I told them that the box was on the wall and that my neighbor already had Virgin up and running.
On 11.6 None arrived - no communication. Spent great deal of time trying to talk to someone who made sense. I was told it was delayed because of a field audit. I threatened cancellation.
On 12.6 I spoke to pre-install Customer Rep. She was quite helpful and arranged for Installation on 13.6.
This afternoon I received a call stating that my installation date was now 25.6. I stated that this was unacceptable. I asked to speak to her manager - not available - I said I would wait until available. She told me she worked at home and there was no one I could speak to. I asked her to get a manager to speak with me. I asked her to tell the engineer that if installation was possible to go ahead.
I tried to lodge a complaint with customer services- none of the webforms worked.
Is this normal?
Will I ever get up and running or should I cancel?
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