Bad Operational Practices from Virgin Boradband

I recently moved from Clapham to Richmond, and requested Virgin move my line. A very easy and efficient process from a scheduling point of view.

I was made aware leading up to the date (11-Aug) that the implementation was on track. It was important to have the line set-up and activated as I work from home and require connectivity.

The technician arrived, met my wife at the door. Walked around said there was no line and then left. I was then informed by my wife that the technician had left. I attempted to contact him with no answer, and received no follow-up from Virgin. I phoned customer service multiple times and was on hold for a total of over 50 minutes. I then attempted to phone the sales line and got through immediately (shows they value new customer more than existing). Eventually someone put me through to the pre-install team. The gentlemen was very helpful, but could not resovle my issue (ie. getting a technician back and installing the line), I was told my query would be escalated to an area field manager and dealt with, within the next 48 hours.

I have received no emails, text messages, or calls updating me about my installation (issue/escalation).

Virgin are activiely marketing new high speed broadband in the area (George Street, Richmond) - yet as an existing customer just moved to George street, with a move request processed weeks in advance, they are not able to help me or install a line. I am paying for this service and not able to get the connectivity I require.

The communication from the operations team has been terrible, there has been no follow up and I am left in the dark, without connectivity and unable to work from home, come Monday.