That link says that external works are not included (which are the service requests you are getting). Meaning they can yank you around for pretty much all eternity and give you only a tiny bit of compensation.
You have entered the hell where all to be customers end up that don't have the cable pulled to their homes. It is entirely random and arbitrary when you will get your works done, some people have waited up to one year (I am nearly on two months now)
The depressing part of all this is that there is absolutely nothing you can do that will yield much effect, you may get lucky and reach someone who is actually useful and helps you but good luck with that. Be prepared to wait between one month and a year, but hopefully you get lucky.
Virgin has possibly the worst customer service of any company I have dealt with. So if you don't mind getting slower speeds with all the providers that use BT crap lines you are better off cancelling and going with someone else who has better customer service like Zen.
