You would have thought Hackney Council and Virgin would have agreed clear working processes to ensure any mechanical faults could be quickly repaired, and tenants would get the service they are paying for. Not so. Two working days notice is required before Hackney will provide Virgin with a key to the roof (that's two days you are paying for a service you cannot use, on top of the week before the engineer can come round)
This time a new twist was added. Virgin informed me I had to request the key from the Council, and they would then pick it up from Hackney on the day of the repair. When I visited by Neighbourhood Office, I was simply told there was no access allowed to the roof of the building, for anyone, due to "problems caused by pirate radio stations operating from roofs".