Unfortunately that was just the tip of the iceberg. The kit arrived on saturday after i called up and discovered my original delivery slot was still available, although no one could confirm anything for me in writing, it did still arrive. Plugged the kit up and it won't pick up a signal, stays on the green flashing light. I called up for support on Saturday, Monday Tuesday and Thursday this week and every time I've either been hung up on, transfered around to multiple departments where i have to explain myself again only to be provided with the same 'solutions' that haven't worked as of yet, with everyone saying at least once: 'it looks like it's been set up correctly and is ready to go from our side, have you tried pluggin the cables in tightly'...
It was only on thursday that one of your colleagues told me I wasn't getting the wifi as the previous owners of my new house booked their service to end on the 11th of september- hence the original delay in this post to the 12th (our purchase of the house was completed on the 17th of august). How no one I spoke to managed to pick up on this in the first 3/4 hours of me calling up i can't understand. Looks like it wasn't ready to go from your end.
On thursday i was told that virgin has contacted the previous owner of the house and asked if they can close the account 'early'. Why they couldn't just close it i dont know as that person doesn't live in, or own this house anymore, i do! So why would they need a Wifi account here. Rightfully so, they accepted and i was told by the person i spoke to on Thursday that he would close the old account on friday and call me to set my wifi up but surprise surprise, just when i was feeling hopeful, no one called me and my wifi still doesn't work.
I move in this monday and I'm trying again to call today. If nothing is done for me today i will be cancelling my contract and going to BT who have just installed fibres on my street. I am absolutely stunned about how poor your customer service system is set up and how unhelpful 99% of the people i have spoke to have been. I've tried so hard to set this account up but clearly you are not interested in new customers.