Wayleave Issue

Hi,

I'm hoping someone here can help resolve my issue, direct me where to complain or just tell me if it's time to give up.

I signed up for Virgin Media on 17th Jan with an install date in 13th Feb. I believe I had a visit from engineers to do the external work before the first install date, however it appears there was an issue and the duct is blocked from my house to the connection point to run the cable (this is the most info I've been given despite many requests for more detail).  

This has led to a delay and an email from the Wayleave team stating I had to get permission from 5 of my neighbours to dig to resolve the issue even though I'm fairly sure the area required to dig is on my land which I just provide shared access to for neighbours to reach their property, either way in the deeds I have and I assume same for all neighbours it clearly states that with 2 weeks notice access must be granted to fix any utility issues. I provided this to the Wayleave team but it wasn't acknowledged at all and I was just asked again to go and get the email addresses of all my neighbours. 

Off I went and got the email addresses of them all, however I've been told by some that they have not received anything, I was copied in to only one email sent to a neighbour which had no form attached, and then when they did sent a copy of the form to them finally and it was returned the Wayleave they asked for my neighbour to do it again and to add in their address even though the address was already on the form?? The fact they send a word document and not an online form to complete is absolute madness and the generic wording and communication within the email I've seen feels like they are almost doing everything possible to not grant access. 

I've now been delayed for a 3rd time and told only 1 neighbour has replied so far (the one I was copied in to). I've asked for an update and was told reminders have been sent but at this point I'm questioning if anything has been done at all to try and get the Wayleave on Virgin's side.

I had a call last week to tell me there was a delay again until the 27th for some 'work' to be completed, when I started explaining the situation and asked for further I was put on hold and then the call was terminated! 

Attempts to communicate with the Wayleave team are very tough, often getting one line replies 3-4 days between each email. 

Can anyone help me?