[AGray]

My query has been a massive balls-up from the very beginning, previously i spoke to someone in the National Movers Centre at VM because my mother in law, who had services at her own property - came to move into our house.

The woman confirmed MiL account instead of incurring termination fees would be moved down to a £15pm line rental, and then i had to transfer a service, in this instance Sky Movies from her account onto my account.

Intention was that no installation would be made on her account, instead we'd have a multi-room type deal were the feed would come through my room which has TiVO and by use of a splitter feed another aerial through into her bedroom. Simples.

We got a move in date, so i called through to someone who didn't understand my query what so ever, so i terminated the phonecall and opted to myself wait until i emailed the person i dealt with. This woman on the phone wasn't having any of it though and she phoned me back immediately.

I requested she leave it alone and let me deal with this other person - But then she said "as a valued customer i want to upgrade your internet to 200mb internet, give you XL TV and phonecall stuff free of charge". I accepted the offer but in the back of my mind i thought where was the catch... Little did i know this was a problem!

I called back later on, wary of the deal to find she setup a termination on MY account and intended to have MiL be main account holder at MY address, i cancelled this action immediately.

Spoke with the woman i dealt with previously at NMC and we penned in a date for installation for last Saturday (This was in latter half of March) - had a letter confirming such. Saturday came and no engineer. I called them to be told "there was a construction issue" and the engineer (whichout informing me) had been cancelled. Fume.

I told them it was important the engineer comes out THAT DAY - as during that time, the MiL was admitted to hospital and would be bed bound, so we needed the service sorted as soon as. They then explained that the construction issue was because they intended to have her installed on a NEW LINE in the property and not access installation via a splitter.

Escalated it up to manager who was confused as to how they got it wrong - but the engineer couldn't come out, the book date was today (Saturday) but couldn't get any earlier as much as i pleaded.

Today came, two engineer vans turned up - They installed a new line into the house via two bedrooms, didnt have a TiVO on their paperwork and only V+ HD. Confused, it wasn't important though as that could be sorted later.

Turned the Virgin box on.... only basic channels. They made her account into a basic account. Been on the phone for three hours today trying to fix it absolute bloody nightmare. They wanted another Virgin engineer to come out to do what i asked them to do originally - but holes in walls have already been done!

Got through to one manager who was completely unhelpful and said nothing could be done, before i went through to disconnections who cancelled the MiL account free of charge, and are now enabling services from the feed installaed this afternoon at least until they can get another engineer out to install TiVO (Can't do self-install it seems)

Utter nightmare from beginning to end!!!