It is a sad fact that VM (not uniquely) have, in some areas, engineering staff who are either totally clueless, uninterested or ill trained.
Go the CISAS route if that appeals and you are willing to wait, which I think you don't, nor should you.
I would recommend you send an email to Neil Berkett the CEO. He will not answer personally but a member of his staff will and they will take over your case. You will have one point of contact within VM until your problem is resolved.
State your case clearly and concisively, Don't go "Head down wade in!" but be polite. You'll be amazed at how you will be treated differently and every avenue will be explored to solve your problem to your satisfaction.
neil.berkett@virginmedia.co.uk