Virgin Media mess that keeps on giving

This is a long one but shows the mess that has never been cleared up or checked when trying to resolve problems.

We moved house in November so we called Virgin on the 23/10/2023 and wanted to transfer the service to the new address.
First call, would be new account and got cut off half way through call. Called back and was told wrong setup and it would be just transfered over and engineer would be with us on the 08/11/2023. We get a text just after getting off the phone to say there was a delay in setting up the account and it would take 24hours.
24/10/2023 After 24hours nothing so had to call them and they now said it was the wrong product and it would have to be full fiber which ment we had to go through the whole process of setting up again. Wanted same setup, TV, Broadband and landline and was was quoted €69.99 for 2 years. Engineer would be out on the 8/11/2023.
We get the confirmation texts and on the 07/11/2023 we get a text to say engineer would be out between 08:00 and 11:59. I'm moving house at this stage and with elderly parents I'm doing pretty much everything. I have to wait at the new address waiting while my parents are boxing stuff at the old address.

08/11/2023 No Engineer, so I call Virgin. They say the engineer will be out at before 16:00. 16:00 passes with no sign of engineer and I have to call again. Engineer would call us before 17:30. I've wasted a day and the new place has no food and Timmi in Virgin tells my father to get me a takeway while waiting and someone would call back. No one called and we had to chase up Virgin again who now can't guarantee an engineer in the morning. I get onto Twitter and @ 19:43 Monica says she will get back in the morning.
3 call backs promised and non happened.

09/11/2023 I'm on the phone and onto twitter trying to get a time and 10:45 I finally get a confirmation for someone out that day. I'm back at the old address packing and moving and my parents are at the new when the engineer calls and he's the wrong one. They need a full fiber engineer who only comes to Waterford on a Friday. So were are back onto Virgin to complain and speak to a manager. Killian says he will take charge and get back to me that evening or the following morning with a date.
Killian never returned the call

10/11/2023 I'm into the Virgin via phone and twitter over the incompetence. After a while I get a date on 17/11/2023 @ 12:38 from Chelsea while on the phone they are saying the 27/11/2023. I ask again to speak with manager and they say they will send an email but it takes 24 to 48 hours to respond. 17/11/2023 is confirmed.
No manager gets back

17/11/2023 Engineer arrives and has issues getting the line enabled. He says office will enable it, it would take about an hour, nothing he can do and leaves. Well over an hour passes and nothing. I'm back onto Virgin via phone and twitter. I speak with Agus and I refuse to get off the phone till system activated. Broadband gets activated but TV says to contact support. Landline also not working. Agus tells me she has to take other calls and hangs up. She does call me back and TV is sorted. Landline will take 24 to 48 hours.
20/11/2023. Still no landline and when I call them I am told it's not part of the package and it's another €3 a month. We told them on the 23/10/2023 and the 24/10/2023 landline was needed.

22/11/2023 Get contract in email. Wrong contract, wrong broadband speed and price for broadband on its own is €80
23/11/2023 Called sales and Amy tells me the account is a mess. Finds original contract with phone etc. Looks like whoever put the phone in on the Friday deleted the discounts. Someone to call back between 13:00 and 13:30 with update.
No Callback. 19:23 on twitter the matter has been escalated.

24/11/2023 No update.No call backs. I find email for CEO and send of everything gone wrong.
05/12/2023 Phone was still out and I had to chase up refund.
Day or so after resolved

Roll on 2025
28/02/2025 Broadband is playing up and I call Virgin. They are to send out new modem. I remind them I have the black full fiber modem and also remind them of the mess they made in 2023 knowing what broadband we had etc. I get text from DPD to say 03/03/2025 when it will be delivered.
03/03/2025 17:28 No Modem. I call DPD and they tell me there is an issue with the label and it will be with us the next day.
04/03/2025 No modem. I call DPD again there is an issue with the label. No house number or Eircode on label. I have to go down and collect package. Wrong modem, its the old white modem. Back onto Virgin and they say an engineer needs to be sent out. I remind them again it's full fiber so a full fiber engineer is needed.
07/03/2025 Friday. Engineer late and they send the wrong one again! Engineer calls supervisor who shouts down the phone at the engineer and every f*ck etc can be heard even by my half deaf mother. Fiber engineer in area and swops out modem. All working and we go shopping. Come back and TV is now not working. Back onto Virgin and they say backoffice need to look at account. When engineer updated account TV got stuck. Backoffice will be back on Monday.
10/03/2025 Called Virgin and they don't know when it will be sorted, will take more than a day.
12/03/2025 Called Virgin for update. Conor sends email to tech guys for update. Cases now missing from our account. Conor to call back.
Never called back

13/03/2025 09:43 Helen in twitter says matter escalated. 19:37 No callback, but tv anywhere is working but not the pod. It will be tomorrow before update.
14/03/2025 Anastasia promised it would be back for weekend. I ask for email to confirm and she says calls are recorded. Never got email.
15/03/2025 Anywhere and pod saying we are not subscribed
17/03/2025 I tell Virgin I am contacting ComReg
18/03/2025 CCPC contacted and call Virgin. Amanda a project manager is now taking over and says system needs rebuilding.
19/03/2025 Amanda calls. Data purged confirms package and €140 refund. TV is working
24/03/2025 I find out the phone number has been changed and have to call virgin.
11/04/2025 Bill is for €167.46. Some items are for 2 months and there is an overlap of billing dates from last bill. Discounts are missing and the €140 credit is wiped clear and there is €27.47 outstanding. I call Virgin and I am promised the outstanding money would not be removed and the billing issue would be sorted.
22/04/2025 €27.47 is removed from bank account and the €140 credit still not back in or even €70 if the correct amount of €69.99 billed. I log into account and all cases are missing. CCPC emailed and Virgin tweeted at. Cases partially back with corrupt account numbers and says there is an issue.

23/04/2025 To be updated when I get into Virgin

I don't know if anyone else has this amount of issues with them and what else can be done. I don't know if comreg deal with billing but this is taking the p*ss.