Within the last month or so we have begun suffering from intermittent speeds and in particular, very poor upload speeds at times that make dialing into video calls impossible.
We have M500 service, a Hub 4, and three virgin Wifi pods dotted around, so while connection is over Wifi, it doesn't seem to be a connectivity issue (and the service was previously fine with just one pod).
After having a very helpful engineer visit me from your booking, it was determined that I needed new cabling to the front of my house. This was booked for 4th January. At ~midday, (within a scheduled window of 8am to 1pm) the appointment was cancelled and rescheduled for 2 weeks in the future(18th January). Having spoken with a chat operator, and someone over the phone, I have been given three different (and equally implausible) reasons why this was cancelled.
Firstly that external construction works hadn't happened to allow the cable to be pulled (not true, I spoke with the engineers who came on the 3rd to do the external construction work)
Secondly that the work required approval from our neighbor (this doesn't make since since this issue was not raised by either the first technician, or the engineers that did the construction work, and the cable comes into the front of my property anyway).
Finally I was told the engineer did visit and couldn't find the cable (i was in my office all day the overlooks the front of the property looking out for the engineer and am certain nobody visited the property).
I was told that a review of the situation was opened and I would hear back from a manager within 24 hours. That has obviously not happened.
Could someone please explain why my appointment was cancelled at the last minute and why I have been given such differing and implausible information as to why? I just want an internet service that works, and its becoming increasingly frustrating that Virgin does not seem able to provide this, despite paying for a premium service