I had my install on 09/09/20. Engineer showed up, got my existing hub setup, checked I could get online and everything was ok. He came back a bit later with another crew to put in a new cable as was piggybacked off my next door neighbour's and the cable was worn/damaged. They said my connection would drop out while they installed it.
It didn't drop out, and while they put the cable under the lawn, it's not actually hooked up to anything. There's just a spool of new cable sat in front of my house. No one has been back to sort it and i've not had any communication from Virgin about it. I would like to get this corrected.
Additionally, there wasn't a new omnibox hooked up for me - I'm linked through my neighbour's (presumably extremely old as it's grey). I don't know if this is an issue or not, though.
I've had another look through the account and can see that you have a repull appointment booked in for you which is great news. I can see that you called in concerning this so I'm sure you're already aware 🙂
Please let us know how things go following on from the appointment and if you need anyt further assistance in the meantime.