Installation on Feb 1st, Still No Internet! - Upp Network Integration

Hi all,

I've come here because I feel like i'm out of options now. Here is a quick overview of my journey with Virgin Media so far...If anyone is in the same boat, or has any more information on this than I do, please share! It's driving me nuts. 

Original Installation date: Jan 13th - Failed, outside works needed

Actual Installation date: Feb 1st - Failed install, 5x Hub was installed but there was a hit delay. So far that hit delay has lasted over a month!

The Fibre in my area was installed by a company called Upp who sold their infrastructure to Virgin Media who integrated them into their system. It's a XGS-PON fibre and I have had 12 engineers a mixture of installers, technicians and the Networks team all visit my property to check the connection. All of them have concluded that there is no physical issue with the connection and Virgin have confirmed that they can see my 5x hub and can control it from their end. 

It turns out there is a country wide network issue with some of the Upp connections that were integrated into Virgins system. I don't understand it completely as I've not been given the full info, but essentially there are two systems for accounts at Virgin. One that allows technical support to fault find simple issues and check connectivity and the other which has access to actual connection info / fixing proper faults. Apparently, my hub shows up on the technical support system but on the "advanced system" (lets call it that in lieu of it's actual name) It shows a configuration error which results in HIT commands not being successfully sent so have not been assigned an IP address and as such I have a solid green light on my 5x hub and have been waiting for the internet for over a month now. 

Just to confirm, the hub is not in modem mode (which is one indication of a solid green light) and the error has been confirmed and an IT ticket has been raised on the 8th Feb but that ticket is still open, apparently it has no notes on it as to when the fix will be implemented but every time I manage to speak to someone about the issue I'm told "before the end of the week"... well it's over a month now and I've still had no confirmation on anything from Virgin other than we are working on it. 

To say i'm disappointed, or annoyed is an understatement. I work from home 3 days a week and have ended up having to buy a 4G router and uncapped sim card as a stop gap while I wait for Virgin to fix the issue (AT MY OWN EXPENSE!!!) 

I call the technical support line and I'm straight through to India where they are promising me they will fix my issue in 20 minutes, before either hanging up, or telling me "they've raised the fault with their supervisor and someone will call me back soon". I'm bored of not getting actual information and I feel especially after 1 month of waiting, I should be given a better answer than "were working on it". 

Can anyone help me on this forum, or at least let me know if they are in a similar boat? Happy to supply account number etc as needed.