Fibre fault on initial installation, no call back.

So VM called at my folks house offering their new shiny nexfibre FTTP service. They came on Saturday to do the install and the router wouldn't sync. The installation guy left and said I'd get a call about it.

Meanwhile my folks landline number got ported to their new VoIP provider. That obviously relies on broadband which they don't have. I got a call from VM while on my way to work yesterday and they left a message saying they'd call me back before 12. I didn't get a call back. Meanwhile you've left a pair of pentioners in their 80s with no way of making a phone call if one of them has a fall which has happened in the past. I've tried to call VM this morning and had to go through all the automated gumph only to be told there's no fault. If I test using the web test there is a fault and the kit is showing as not yet installed.

Can someone please look into this for me and at least get a human to call with regards to what is actually happening. I don't want to risk my folk's lives due to a tech issue.

TIA