Going round in circles trying to get installation

My stepson is about to move into a house which is within a supplied postcode, and indeed is an annexe to a house that is eligible for VM, but the house itself isn't showing as eligible. My stepson talked to VM and they said it should be possible to supply it, and a surveyor said that he would come round today at 1pm to check that it would be possible to supply. However, the surveyor didn't show up.

Stepson has just flown off to Canada so we're trying to sort this out - finding phone numbers for VM is hard enough and then we get told that the house isn't eligible (we know, that's why the surveyor was supposed to be calling) and then that surveys would be done at some point but without a timeframe (I think that was because my wife described it as a "newbuild" whereas it's actually a dilapidated house being brought up to liveable condition). It's extremely frustrating, some parts of Virgin are helpful and others don't seem to be able to grasp what's going on. We just want to get a surveyor sorted out so we can get broadband in. Customer services are no use, nor are deals and offers, there's no live chat, only a bot. Can anyone suggest a number or email?