Ordered a new Virgin installation at the beginning of February with an installation date of 25th Feb. Told that pre-install work would happen before that date so everything would be ready for the install. The installation couldn't be completed on the 25th, not that we'd know because nobody bothered to talk to us or send us a message, it just didn't happen. Contacted customer service to be told it would happen within 24 hours and installation rebooked (LIE 1). Needless to say that didn't happen and I had to spend more hours trying to get through to CS chasing for an update. Eventually given an install date 2 weeks later and told we could move it forward once engineering work completed (LIE 2). Didn't here a word after.
Chased again and again and told it was definitely being installed, the customer service agent even said "you can trust me". (More LIES)
Received a phone call and texts to say installation was definitely happening on the 15th and that all the engineering work would be completed by the 14th at the latest (LIES)
Installer arrived on the 15th and said the work hasn't been done, there's no cable. Took my number (again) and said "don't worry I'll call you within the hour to let you know what's happening".
Surprise surprise heard nothing all day (LIES)
Chased CS again in the afternoon. Apparently all she could do was "lodge a request for manager to call you". (LIE)
Tried calling the Pre-Install team, they said "Oh don't worry we won't leave you like this, I'm sure the work will happen tomorrow, please don't worry you can trust me" (LIE)
Spoke to someone else at Pre-Install. Told area manager would call within 24 hours (LIE).
Heard absolutely nothing since. Account no longer has an installation date whatsoever or even a record of the order.
I have never experienced such appalling customer service, I've certainly never been flat out lied to so repeatedly and demonstrably. Last chance for Virgin if someone on here can actually contact me and tell me the truth about what is happening.
In the meantime I will lodge official complaint and draw up details for the ombudsman.
