We have been without our Internet connection for 13 days now, and counting. When they installed it, they put the outside wire right across our front garden's path, an inch or so above the ground - yep, like a tripwire. And so, it inevitably got tripped over and pulled out, by a workman. To cut a very, very, very long and frustrating story short, we've been on the phone to them almost every day since, for at least half an hour at a time (today's record was 1 hr 7 mins, then they hung up on us during the hold music, my partner's on hold again now as I type). Two engineers have turned up, looked at it, and said that's not the bit of the connection they work on, so they can't do anything - despite us explaining exactly what the issue is to Virgin on the phone before a workman is booked. One said he'd book the right workman to come the next day - no one showed up. The next said the same, again, no one came. Virgin have volunteered next to no information around any of these appointments that we haven't had to phone up for and squeeze out of them. Meanwhile, we're buying bolt ons for our mobile hotspots (we're not with Virgin, thank god) and homeschooling and working via our mobile phone's connection. "Incompetent" doesn't cut it. It's unbelievable. The people you end up speaking to simply don't have the training or tools to help you, and can never put you through to a manager, so we're stuck in a futile loop of sheer frustration (and repetitive hold music). Please, please, PLEASE do not use this company for anything. They do not deserve a decent, loyal, paying and patient customer like you.