New customer, connection issues

As a new customer to Virgin, I have to say I'm a bit disappointed with the service so far, its not been a good experience.

I signed up about a month or so back as Virgin was new to the area. I arranged the install for about 3 weeks after sign up, and all looked well. The following day, engineers turned up and pulled a new fibre to the house and put a box on the outside wall.. Great so far!

Then I get a message from Virgin - saying external work needed to be completed - so they put back the install date.. even though the external work had already been done.

Engineers come again a few days later and find no issues with the fibre - so mark it as completed.

I'm then offered an early install date which I accepted.

Yesterday, the engineer showed up, fitted the plate inside the house, and a new router. This is a 5x hub with a fibre connection rather than the coax that many people seem to get. The engineer was great - however he couldn't test the router as he said Virgin were having a few activation issues and that it should come online in a couple of hours.

5 hours later, the router still hadn't got a connection - so I try to call Virgin.. and this is where the dreadful experience starts.. nearly 90 mins in a queue to speak to somebody who basically was as useful as a chocolate fireguard. I was at one point told an engineer would need to come back out - in 3 weeks time!

Finally I spoke with another team - who also couldn't resolve the issue over the phone. I have no idea when it will be resolved, and I'm desperate as I need the connection as I work from home.

The Service status in my account just shows the message "Your service hasn't been installed yet"

The router shows the modem can see a fibre signal, but is not receiving an IP address.

Help!