Struggling to get a new connection

My daughter is moving into a house and ideally would like VM Broadband. When she's tried to apply online it said to complete a form and VM will get back to her within 10 days to advise if they can install Broadband. I'm assuming this means there is a box nearby, but no cable to the actual property itself? It's now been 3+ weeks and nobody has been in touch, so she called them today only to be told to call back on Monday. Is there anyway to escalate this ? (as she gets the keys in a few days now), or does the distinct lack of interest mean it's unlikely they'll connect her, and to look elsewhere?