My brother works for Kelly Comms (who Virgin Media use). Last week he was working around the corner from my house (installing new ducting for Virgin). I asked him about the problems and his view was that the contractors could pull a cable through if they wanted to and for some reason could not be bothered.
I spoke with the construction team to see if he would be allowed to pull the cable through as he was in the area doing the same thing for new infill customers. To my supprise they agreed and he came round that day and roped the ducting (and at the same time confirming at least 3 other houses were using the ducting with a power cable through around the corner).
I spoke with Virgin for someone to come and pull new coax through, and long and behold they have done it.
So. My new order is in - hopefully all goes well (and that they left enough cable to get to where I need the connection on the house to be).
Very impressed with the Construction team at VM. They listened, made a sensible decision and quickly the issue was resolved without the thousands of pounds worth of work the contractors would have likely have charged them to fix.