Engineer says he cannot reconnect services

[PaulSonic]

To give you insight to my problem, i stay in a block of maisonettes, bottom houses are upstairs/downstairs, so one storey high. I live on top set of houses, also upstairs downstairs. So overall maisonettes are 3 storey's high.
Our house has previous NTL broadband, TV and phone installed, which is now virgin media.

6 weeks ago we got decanted due to housing association carrying out rewiring and other upgrades like new kitchen units, bathroom suites and false walls.
When we moved back into house we discovered the workmen had removed the virgin media box and cables from wall that feeds tv and router, they threw the box out and filled the hole where virgin media cables came through from outside.
We had virgin media engineer out and he said they cannot reinstall as it's over 5 meters high.
He looked out window and seen wire duct was installed in between the lower house and upper house across length of building, which is say just above 1 storey high and below 2 storey's high.
Why can't engineer just drill through wall and find the cables that were already installed by NTL which is just above skirting in my living room (lower level in house, so 2 story's high)
any advice is appreciated.
Regards....Paul

[Steven_L]

Hello PaulSonic,

Welcome back to the community and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having with your services being re-installed. 

I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
Kind Regards,
Steven_L

[nodrogd]

VM technicians are not heights trained, so can only work up to 1st floor level now. An example of how Health & Safety rules have changed since your original install, which is leaving a lot of other people in your situation. Cables can only be jointed if there is enough slack in the existing cable. If it is already in a wall this is unlikely to be the case & a complete cabinet to property repull will be needed. It also sounds like you will need a specialist heights team to attend. VM only employs a handful of these, so you will have to keep your fingers crossed that this can be resolved.