I am moving home so I called Virgin three weeks prior to the move to arrange to move my account to new property. I met with the technician who checked the property and said the pre installion team need to get cabling installed, I called Virgin the following day as advised and was given the 11th May as the date the team would be at the property to carry this out. After waiting at the property for over five hours I called to enquire what time the team couldn't be expected only to be told that there was no booking but they could see that I had been advised incorrectly, given a reference number and told I would be contacted to see what could be done to resolve this situation. I then called customer care to lodge a formal complaint and was assured a Maanger would call me within 4 hours, I still haven't received either of these call backs. I called again today was given, eventually, another reference number and told by the supervisor I would receive a response once she had inversigated what could be done, after waiting three hours I called back and after a further 40 minutes of explaining and requesting assistance I was advised that the pre installion would be done after I move in. In the meantime the decorators are waiting to complete in the rooms the cabling has to be done. I believe Virgin to be untrustworthy and uncaring about their customers needs. The manner in which they treat customers is shockingly bad!