pre-installation problems

I'm trying to get connected to Virgin fibre broadband for the first time. 18 months ago I tried to switch to Virgin when they put their fibre lines in my road. However, they'd put the access 'port' (not sure what you call this?) in the pavement just outside my garden, but in the wrong place. Two different pre-installation teams turned up - the first said they'd need the access port moving and would put in a request. I heard absolutely nothing back, then a week later the second team arrived and, without letting me know they were there, they proceeded to fix the box on the house and then run the fibre cable from the access port to the box - 6 inches above ground level where it was a major trip hazard and straight through the centre of  a large spiky rose bush!! I had to tell them to take the cable down immediately and get their boss to ring me. No one did, so my only option was to cancel the whole thing. I do want to try again with Virgin, as it may be a very long time before any other company can put us on full fibre. But I've been told that if the outside cable isn't in place the engineer for the indoors part of the installation won't be able to do it. As that enginee is booked for 5 days time, one day before our current broadband contract runs out and as I work from home and can't risk being without internet access, it's looking increasingly likely we will have to cancel and forget about Virgin yet again. I've tried ringing the helpline number and every time I've been told "they're scheduled to come today". The helpline operators don't have a means of contacting the installers except by email, which thye have done for me, but still no contact about this issue.