Installation kit not delivered but indicated as delivered

My installation kit was supposed to arrive on 22 October but it never did. I called the Virgin Media helpline and was told that it was delivered to the wrong address and it will be redelivered. They also said they will send an email to confirm this. But they never did. So I called again 2 days later and explained my entire situation again. They assured me that this time the request would be put in and I will receive an email soon. But the email never came. I called a third time and explained my entire situation again and they assured me that my account will not start until the installation kit arrived. Yet at the same time, I received an email saying my account has been activated and to check if installation was all done. I called in to cancel the account since it was getting so frustrating but was told that I cannot cancel the account since it had already started. I clarified that I had not received the installation kit and they said they would check in with Yodel and update me but again they never did. I called in again today to ask for an update. I was told that they will arrange for a technician to deliver and install the kit on 4 Nov but they said they will send me an email and call me in an hour. But they never did. This has got to be the most frustrating experience. I cannot cancel the account because your customer support says the system has started my account. Yet at the same time customer support acknowledges the installation kit was not delivered and I really have no wifi set up at my home at the moment. They keep saying they will arrange for redelivery and will email me the details, but I never receive any emails. I am not sure what I am supposed to do. Can someone working at Virgin Media that reads this help me? This is most frustrating.