No Infrastructure or Wiring at House, but "Previous Account" Stopping My Install?

OK with the help of a neighbour, we found the CATV box in the road - buried under soil, broken, and completely packed with soil and debris. This has never been used since the day it was put in.

My new address is No. 7, my helpful neighbour who helped me find the broken and soil-filled CATV box lives at No. 7A. He confirmed they do have a Virgin Media account, so my guess is that the address has been recorded wrong on Virgin Media's system - there should not be an account for No. 7 (my house), but there should for No. 7A (my neighbour's house). Is there a Mod or Customer Service Rep that could look into this for me please? If this doesn't get sorted out the pre-installation will never happen, becuase you only need to look at the state of the CATV box to see it needs a lot of work before I can get connected.

The saga continues... After several more fruitless calls I got through to a UK call centre with a very helpful gentleman who seemed able to sort things out. He told me there had been a "recent problem where accounts weren't opened up correctly" and that mine was one of those, but he could set it all up again for me on the phone. He duly did this, and even arranged for an earlier install date of Friday 3rd October. I told him about the state of the CATV box in the road and he said this was no problem, the engineer would probably use the BT telegraph pole outside the property anyway (quite a relief, there's another ground-level installation nearby on the road that is a dog's breakfast - cable not even buried, just draped all the way from the road over their front lawn next to their fence and then to their house). At this point I thought I was sorted, however...

It turns out my guess about confusion between No. 7 and No. 7A was correct, I know this becuase the elderly gentleman next door - who has lived on the road for decades - came round to tell me that Virgin had disconnected them becuase of my move-in. That's how the "ghost" account at my house was dealt with allowing me to proceed, cancelling the long-standing service of the elderly couple who live next door. They are now without service, and being threatened with reconnection fees to restore it. I feel awful and what a terrible first impression to make when moving into an area.

Next up, jpeg1 you're right, it's not full fibre any more. The first contract I had sent out to me clearly stated "Full Fibre", the new one shows "Hybrid Fibre". I did query this on the phone at the time but the guy said it was still "fibre to the premises" and just coaxial inside the house. Further research suggests this is not the case, and that "Hybrid Fibre" means co-ax from the cabinet.

Finally, although the install date hasn't arrived yet, I have very little confidence that it will happen as promised. I have since been told that it is very unlikely VM will use the BT telegraph pole, and even if they did it would not be part of a "normal" engineer visit. The cable is instead likely to be connected at ground level, which then presents all sorts of complications getting it to the house under a paved driveway and patio slabs that go all the way around. I'll see what happens on Friday but right now I wish I'd never started this.

The fiasco continues. The engineer turned up, expecting to find a cable and omnibox installed already - which of course there isn't, because there never has been. Clearly ZERO communication about what has been going on, and I am heartily sick of not being listened to and having my time wasted. To cap it all, my neighbours next door are still without service nearly two weeks later, and are still being threatened with reconnection fees. Utter, utter, shambles - would someone please advise how I cancel this order?