03 means it’s the third account at the property (VM accounts are property specific with only the suffix increasing incrementally for each new account), so they would have expected cable to be in place and it would be a quick/easy install.
Unfortunately process wise sales didn’t really have a 2nd like function to deal with construction follow up, that may have changed, but I kind of doubt it. That leaves you stuck with CS who are unskilled in anything to do with construction and realistically haven’t got a clue. Non of that actually helps you at this point. My only useful suggestion is to try the customer support forum, current staff are available who can actually look at her account and see what the order is staged to and chase up the appropriate construction/Field Manager for an update.
*edit* I need to type faster - you have updated above
As I stated I had Virgin cable long time ago, still got the Virgin box and modem, so I also expected the cable to be still there, so either it's there and damaged or missing, anyway hopefully be sorted in a couple of months at the latest, Plusnet are happy to keep me on 10mb until it's sorted, ironically BT are installing fibre in my street next year since Plusnet were saying I should be able to get Plusnet fibre with them next year once BT install the fibre cable.
