Welcome to our Community and Virgin Media family - and thanks so much for your first post! I was sorry to understand that you've had some issues with your-self installation.
We do not use other providers sockets and usually if your account has advised a self-installation is possible, this means your property has has our services in the past and is listed as having our internal sockets in place. If this is not the case, then we would need to arranged a manned installation for you.
On locating your account I can see that you have already been in touch with us and this has already taken place 🙂 I do hope that your services are all installed ok and working for you - if there is anything we can do to assist you, please don't hesitate to get back in touch.