Installation cancelled without telling me?

I've been with virgin a few years now and I moved house over a month ago and wanted to bring my package to the new place, spoke to someone online who booked in a date. Today was supposed to be the installation day so I had to take the day off unpaid only for it to reach 6pm with no visit? No call, no email nothing. I finally get connected to an actual person who told me that it was cancelled? Without anyone informing me? I heard virgin had awful customer service but this is ridiculous, I've not had access to a service I'm paying for in over a month and you can't even be bothered to email to tell me the visit has been cancelled?