Broadband not available, when advertised it is.

[dazz2608]

We are moving in to a new property and although the Virgin Media website does state I can get up to a Gigabyte line (full search, not just postcode) when I contacted VM about moving home I was told that I can't get broadband at my address with no explanation. I said that the VM website and any other websites including Ofcom.org.uk say VM is available. after been put on hold for about 15 mins he finally came back and just repeated what he had previously said and when I questioned this he yet again just repeated what he had initially said. I have now been forced to cancel my VM which I am not happy about due to the fact that there are no other decent internet providers in the area. I would just like a decent explanation as to why you advertise the fact I can get VM (this was a big factor in moving to our new property) when in fact it's a lie and false advertising.

[Client62]

the Virgin Media website does state I can get up to a Gigabyte - Can a new online order be placed ?

[dazz2608]

How do I create a new order when I am an existing customer! That doesn't detract away from the fact the website and everyone else says that VM is at that address and when I spoke to a member of VM i was told I can't have it. 

[nodrogd]

This can happen if the network segment you are trying to move to is over-subscribed. New connections would then be dependent on another customer leaving or an area re-segment (not a quick job) taking place.

[dazz2608]

That was not explained to me. I was offered that a VM Engineer could go out and inspect the property to see if i could have VM Broadband, but no time could be given! So if they are over subscribed or at capacity I would imagine that would have been explained to me. Where I currently live doesn't have the capacity for VM but I have due to using the BT poles and Lines. 

[vmrunreliable]

Looks like you had a lucky escape then.  The product is garbage, the service is garbage and the tech support don't have any technical knowledge and thus can't support you.  That's why they leave it to members of the public to try to help. 

[dazz2608]

it's not something the public can help with I need a Tech from VM to contact me and realised I have been wasting my time. 

[carl_pearce]

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@dazz2608 wrote:

it's not something the public can help with I need a Tech from VM to contact me and realised I have been wasting my time. 

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You'll need to wait up to several days for a reply from VM on here.

[Matthew_ML]

Hey daza2608, thank you for reaching out and a warm welcome to the community and for your interest in joining us.

I will send you a PM to take some details from you so I can get the specialist team to give you a call.

Please look out for my PM. Cheers 

[dazz2608]