We've built a new house and moved in a couple of weeks ago now. Our whole house is wired with Virgin cable, ready for connection.
The cabinet is outside and all the ducting is in place. According to the developers, the outside infrastructure has been in place for over a month now, and Virgin know that.
For a few months we've been promised by our local Virgin new build account manager that we'll be able to be connected easily and quickly when we're ready to move in. And yet now the time has come, he's stopped replying to our emails or calls, for many weeks now actually. He's simply disappeared.
We've also tried emailing any new build-related email addresses we can find (firstname.lastname@example.org and email@example.com). We keep getting the same reply from them: "We are currently activating the cabinet followed by our final process of administration which can take up to 5-10 working days".
They told us that 3 weeks ago... then 11 days ago... then the same today.
We're at our wit's end. We desperately need internet, I rely on it for my job. I'm getting by with a 4G SIM router at the moment but it's very slow and unreliable.
Can anyone PLEASE help us? We don't know where else to turn.
Thank you in advance. 🙏