Avoid these absolute chancers at all costs. My experience in detail: I order M250 Fibre Broadband and am given the date 03.10.2024 for installation. That is then changed the following day without explanation to 05.10.2024. On Friday 4th October, a female representative rings me at 12:55 PM while I am out at lunch. She tells me she will ring me back at 3 PM the same day. She does not. I wait in on Saturday 5th October. No one arrives and I again receive no notification. I sign in to my Virgin account and see that my installation date has been moved to Monday 7th October. No notification received. I contact their customer service via WhatsApp. The conversation takes three hours. I am eventually told that the work requires local council approval and that it can take up to 10 to 15 days. Eventually, a fourth installation date appears: Tuesday 22nd October. At 2:34pm on Thursday 10th October I speak to Komal from their preinstallation team. She assures me that I will get a much earlier date than the 22nd. This cheers me up. She asks for a special favour – that I give her the top rating of 4 in the automated text that will follow. I say 'sure'. She tells me to wait 24 hours after the text from the engineers announcing that the preinstallation is complete before calling for this earlier date. I do exactly this at 7:08 PM ‎Friday, ‎11 ‎October ‎2024. After a long wait I am told that I will not get an earlier date and that I will be waiting until the 22nd. I call them again the following day. I am told "concern team will get back to you in 24hrs." They don't. After 25 hours, I reply via WhatsApp and am told "my name is Harsh and you can mark my words that you will definitely going to receive the call back within next 2-3 working hours." Guess what? They do not. Just marking your words there, Harsh. It is a catalogue of screw ups, misinformation and general incompetence that is beyond belief. Requiring local council permission is beyond their control. Everything else is not. The standard of English of their customer support is horrific. I have to make them repeat things constantly. They speak too fast, their intonation is all over the place and they don't know how to use prepositions correctly which when discussing technical aspects of media installation makes them close to useless. It's one of the worst customer experiences I've ever had and I haven't even started with them yet.