Never in my life have I ever encountered worse service by such a globally renowned company. They should actually be ashamed of themselves. I joined virgin for their ultimate USP- super fast fibre optic broadband. And based on previous experience with them 8 years ago (although in a different city) the diagnostic/customer service seemed top notch. I was horribly mistaken I joined with sales team late December 2020 and they gave me an installation date on the first week of February 2021. I took an unpaid day off work for this, and the engineer didn’t turn up. He didn’t even have the decency to call me and let me know. Called up the customer service line (which connected me to the Philippines- funny how they connect you to the UK when you join and then overseas when you have a problem?!) she couldn’t even give me a reason as to why he didn’t turn up, but she rescheduled 2 weeks later. I had my installation 2 days ago and took another unpaid day off work, initially the service engineer arrived (Amit) took one look at the inside of my house and then the outside, then got in his van and drove off without telling me. He text me to explain that the cable hasn’t been installed and so he cannot start the connection. So I frantically called him, he didn’t pick up at first but he did eventually. Then he told me that he could use my neighbours connection and join with mine and drove back. He came into my house for the set up and wreaked of alcohol, I asked him a bunch of questions regarding how to use the TV box, most of which he had no idea about. I asked him to set up my TVs and my TP links around my house with the internet, and check my internet connection around the house too. He told me he didn’t know how to do that and he would send a service engineer the next day and I should call him on his private mobile number the next morning to confirm the time they will come. Based on my interaction with this engineer I knew this wouldn’t happen, I had no trust in him and to be honest I just wanted him out of my house as he wreaked of alcohol and I couldn’t bare it any longer. As predicted, the next morning I tried to call Amit on multiple occasions and he did not pick up, I found it odd and quite unprofessional that he asked me to call him on his personal number, this raised red flags anyway. So now I have my virgin internet which is not connected around the house, the TP links are not connected, which I was promised they would be at the time of installation. And My sky router still seems to be active when I was promised this would be disconnected bf virgin at the time of installation. And I have no idea what’s happening with my phone lines. If I’m using virgin or sky phone line So now I need to spend another hour on hold to be connected to a customer service rep overseas, and take another day off work for a service engineer to come back again and finish the job Amit had started. I would give zero stars for this company if I could, they are disgusting.