We have now had two appointments to repull our cable (after a technician came and said the cable was too old / faulty causing noise on the line), both of which have ended in failure.
I was told by the team that came the second time they couldn't change the cable, as the cabling in the street is not labelled properly and so they couldn't tell which one to unplug. How is this possible after multiple technician appointments, external construction work undertaken by Virgin ahead of the first appointment, and an earlier appointment from the cableing team ????
I now have a new appointment in a months time, until which time, almost every video call we try to undertake will drop out due to our poor connection. Not only is the time wait unacceptable (it will have been ~3 months from when the issue was first raised where we have not had functioning internet) but I also have no confidence anything will be done to have fixed the issue by the next appointment...so when that rolls around I expect the team to come out, tell me the cant replace the cable and leave, setting up another appointment in a months time.
I cannot begin to understand how the customer service can be this bad. I have requested callbacks, registered complaints and heard nothing. All that is ever offered is to book new appointment that ultimately comes and goes with no resolution.
AWFUL