Install never happened, next steps?

My partner and I bought a house and booked for Virgin fibre internet to be installed on the 27th December. Main reason for virgin as it’s the only provider in this area which offers acceptable internet speeds.

We moved in on the 16th December, then on the 17th two vans turned up unannounced to carry out the pre install. Consisting of running a cable from the access point to a box they will mount externally on the property. Within 10 minutes they knocked on the door again and stated that the access point for fibre is shared between our property and next door. The access point for our property has been used to connect our neighbours internet and as much they couldn’t do anything and would arrange via the construction side of virgin for a new line to be run to the property. He stated he was confident this would all be done in time for the install date on the 27th. 

Moving onto the 27th, a day of annual leave was taken to ensure someone was home to facilitate the install. No one turned up, no prior contact was made to state either attendance or none attendance. Called around 4pm to chase to be told no one is coming due to the pre install being unsuccessful. After stating to the Asian call staff that the lack of communication is less than ideal, they stated an engineer was due to come out on Monday 30th December.

We both were working and therefore not able to confirm or deny anyone attend as again no contact was made. (I had previously said to the pre install guys that any work that needs doing to fit box to external wall and cable running can be done with our permission, even if we’re not home. He said he will make a note on the account). No evidence of attendance or work being carried out on the 30th.

contacted the support again yesterday on the 2nd January to be told the address is an unserviceable address and that internet cannot be provided to the property and the contract was cancelled. 

this appears to be as a way of saying they don’t want to pay any costs of running a new line to the access point.

the level of customer service is truly shocking, as a first time customer to virgin I was taken aback by the ridiculous levels of “support” shown. The Asian call centre seem stuck to a script and unable to engage in meaningful conversation and were quick to dismiss the property as none serviceable and cancel the contract.

is there any regulator which this can be complained too? As clearly virgin don’t care about individual connections of a street where they have installed fibre. 

they have now “black listed” the address on their website as not available either though next doors properties are. 

anyone have any ideas on what to do next. As annoyingly as much as I’d rather not use virgin; they are the only decent option. 

thanks

Adam