Well, I don't have an answer, but I did read and comprehend your post...
When the Virgin Media customer service person wrote 'editor', I'm pretty sure they meant publisher. Larian provides the patch, the online distributors need to integrate it into their system and the publisher is generally involved with the testing and release.
The first response looks like an auto-reply (or from someone who can only recognize a few English words), and the second appears to be from someone who did not read your email fully (replied once it looked like it was somebody else's problem, and they had an easy out).
If someone from Larian doesn't reply here, you can email them (support@larian.com). At least a few of them are fluent in English, and may want to look into what's keeping the patch (Steam released the patch some time ago for their version). If I was them I'd also want to have a word with DTP / SoftBay about the support quality. Unfortunately, that level of quality is not uncommon, and I've run into similar responses even when trying to purchase stuff, let alone get support.
I'd also contact Virgin Media again, and ask who exactly they are waiting on, and what their contact info is.
