Engineers turn back time

Virgin Media wins the prize for total incompetence.

After losing internet access, I ring up and ask for an engineer to call. I request that, because I work until 4pm and it takes me 20 minutes to get home, would they arrive after 4.30pm.

Yes, not a problem, I'm told. But on my way home I receive a call on my mobile, at 4.16pm, requesting I book another appointment as the engineer has failed to gain access to my property at 4.20pm.

Bearing in mind the call was received some four minutes before the time of access, I ask myself how can this be justifiable?

At exactly 4.19pm I pull into my drive. By 4.21pm, I am on the phone to Virgin Media. After listening to endless messages and stupid music, I finally hear a voice.

I explain the situation only to be given the runaround. I speak to another person who assures me that another appointment will be booked, in a week's time, as near to 4.30pm as possible.

My husband drew up outside our property at 3.45pm, and the engineer was just about to get back in his van and depart. My husband let him into the property and the problem was fixed.

Hoorah, you may think, but now the phone has been cut off.

Name and address supplied