It's not obvious at all as you stated in your first post that you rang at 4pm when the departments were closing, hence why I said to ring at 8am instead.
Yes, they should come, maybe they have and have noticed a problem? Since you are signing up to a residential service you are pretty much at the bottom of the pile of work that needs to be done in an area, and your install could take weeks to sort out, if it requires any type of construction work you could be talking 8 weeks plus.
Virgin are very poor at communicating any of this because they can't see much of this work that needs to be done on their system, so unless someone puts a note on your account they are in the dark as much as you are. Most of the work is done by outside contractors.