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After our original installation on 17th December, whilst everything appeared to be in order at the time and the engineers were very friendly, it soon became apparent that we had been left with no interactive or on-demand TV services, and an unreliable broadband connection (which only seemed to work when it was raining).

A second engineer came a few days later and instantly saw the problem with the installation was highlighted by the fact that there was only one light on the Vbox (the top one) - and hence a defective signal. This single light had been the norm, with the second light sometimes flashing - and only very occasionally remaining solid for a couple of minutes.

An initial re-pull was scheduled in early Jan, then aborted because construction was needed which happened in mid Jan. The re-pull finally occurred yesterday - but whilst we now have two solid lights on the Vbox, it has now left us with no phone service. On incoming calls, the phone rings, but no voice can be heard, and when attempting to make an outgoing call, there is no dial tone.

We have many more minor problems with the installation (eg. PIN doesn't work, appointments not met, there used to be three working phone points in the house - now there's just one etc.) but my main issue is the hassle, lies and let-downs that Virgin has subjected us to.

(Indeed, my girlfriend - a Senior BBC Journalist - now refuses to speak to Virgin so I am doing it all, even though the account is in her name).

Yesterday, I was told an engineer would return to fix the phone problem by 6pm. With no sign of them by then, I called the 0845 1480012 Installation Team number (from my mobile) and was told that the engineer had been given my number and would call when he was en route. This didn't happen, and as we had theatre tickets I had to call back to cancel any impending visit that evening. The operator confessed that there was no chance that anyone would really have been coming anyway.

This morning, I called the 0845 number, was told this team wouldn't help, so have once again had to go through 150. I was told a fix could be scheduled for Monday, but when I protested we had been promised the fix yesterday, the issue was escalated and I was promised a call back in four hours' time from the relevant installation manager. This has yet to happen, and based on past experience, with 30 minutes to go, I doubt it will (I believe this is an example of what is called a 'delaying tactic').

So, I will soon have to call Virgin again and we will no doubt be left without a phone all weekend. This is slightly worrying with a hospital appointment scheduled for Monday. Of course, every time one calls Virgin, one is subjected to long hold times, potential cut-offs, and - as it's always a different person I eventually get to speak to - I have to go through all the security checks and explain the situation each time. This, whilst trying to do my own daily work, and whilst racking up my mobile bill - and the bill with Virgin for services which are only being delivered in part.

One can understand that certain problems may delay an installation, and that things can go wrong from time-to-time, but we're just being mucked around with no-one at Virgin taking responsibility or caring. And all this, despite our continued best efforts to remain compliant, polite and good-natured in all our dealings with them.

Annoyingly, I myself have been with Virgin (nee Telewest) for several years at two previous addresses, and despite the odd problem, have been largely pleased with the service. Indeed, I recommended Virgin to my girlfriend (though for some reason didn't qualify for the £30 recommend-a-friend incentive) and now feel let-down and, worse, guilty for having brought all this upset upon her. This protracted process has resulted in a very real effect upon my girlfriend's well-being, with tears being shed yesterday – which to me is unforgivable.

I write this not to rant (and accept that there are bigger problems in the world) but to record a very disappointing and upsetting experience which I believe is the complete opposite of what the Virgin brand is supposed to stand for.