Installation day failed

Hi, I'm new customer. My online date supposed to be on 18.11.2025. I was waiting 2 weeks for it. Finally the installation day has arrived. The engineer has came to my home, we have a little chat, and he pointed at the pole with the fibre cables next street. I was excited and took an afternoon off work because he will also have to install it in my home. After waiting 30 min engineer came back , and said the installation is not going to be completed today, because pole belongs to BT and he is unable to climb onto it without their permission. I found that extremely strange as you guys have 2 weeks prior to check my address and nearest connecting pole. He walked away saying in 2 days time someone will call me with new installation date. I was really upset but I let it slide as i was willing to wait couple of days just to finally get it connected. I'm just finishing my 3rd day and there is still no call, no response, I'm just sitting here confused what just happened. I've created virgin account week before my original installation day just to follow my order and check my what to expect on installation day. It says day before installation engineer will come to your address to double check if there everything is allright, hence my surprise with the pole situation. Guessed it never happened. I'm still expecting my installation to be completed as I signed my contract with your company and it's ON since 18.11.2025. Please is there any chance this will be fixed as soon as possible??? I can provide the customer account number on pm to whoever is in charge here. Thanks.

Sincerely Dawid.