Virgin unable to complete pre installation work

Virgin have tried to do the pre installation work three times and have failed every time. They have now cancelled ny order. The connection will be a new type of full fibre that comes from a telegraph pole and not a box in the street. The telegraph pole has a ‘D’ notice so they can’t climb it but will need a van with a platform that raises. Giganet have also looked at it and said not a problem to remove old copper wire and put a fibre cable in its place. Who can I talk to at Virgin who can help. Call centre have no clue what I am talking about and installation team just keep sending same sub contractor with a white van not a ‘cherry picker’