Installation delay, 12 promises broken very distressed child.

Moved to a new property. Checked availability for VM broadband (full FTTP) on website which confirmed availability and registered for a call back - agent advised ‘great news your area has just been done and you can get the full fibre service you requested.’

Arranged installation date of 18/8. Team arrives and says ‘no, the fibre has not been pulled from the box 150m down the street. We’re talking to the team that does that and we hope we can get it done this afternoon - we could get a different team here later today, or tomorrow morning to complete the installation.’

Since then…..nothing done. 

Many calls to chase all met with ‘it’s scheduled for today, call us back when the team have done it and we can schedule the install’

We have made complaints. We have (eventually) got a call back from a manager one evening who said it was ‘awful, I’ll use the special form we don’t often use to make things happen quickly!’ That was last week. 

We had a helpful call yesterday to let us know that ‘the install was scheduled (for yesterday), BUT it’s a bank holiday and we don’t do work on bank holidays.’

We have an autistic child and the distress this sustained delay and interruption is causing him if horrible. 

I don’t want £50 compensation. I want VM to make good on the commitment they made to us (and continued reassurance that we needn’t make other arrangements with a different supplier). 

In absolute desperation - please, can anyone here help?