Moved House - install issues

I moved house on the 18th and it all happened kind of last minute. I was in contract with Virgin at my old house and on the same day notified them of a change of address. The new house had a cable so easy switch I thought.

A few days later my new cable arrived and I plug in my router and it doesn’t work. Engineer comes on the 24th and kindly explains to me the issue that is due to a break or fault with the cable underground and says he will escalate it to his boss to get the other team to sort out the issue. 

I drop the above engineer a message on the 27th asking how things were and I’m given temporary hope when a message comes to me via text saying works will commence on the 30th from 8-1. The 30th comes and…nobody shows up. I call and customer service promise me ‘it will happen’ today. Nope. I call again today on the 31st and again I’m assured it will happen and it’s booked for 11:45 exactly. It gets to 1pm and again…nothing. 

I am sick to my teeth of waiting for hours to speak to a polite but utterly useless customer service agent from India who has no more idea what is going on that I do. 

We need the internet for work as we both work from home several days a week. I just don’t understand where they are pulling these dates from and why nobody has a clue what is going on.

If I sign up to a different provider for fibre broadband how do I terminate my contact with Virgin without paying for the remaining months? God knows if they compensated me appropriately I’d been in credit for the remaining period anyway! 

 

[MOD EDIT: Subject title changed for clarity]