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.

[Kain_W · Accepted solution]

Many apologies for any issues faced dazz2608,

I can see our team invited yourself into a PM for this matter, has this been raised?

Regards,

[dazz2608]

Yes Matt was very helpful, But I still can't find a resolution to the issue. I'm trying a different route now. This thread can be closed.

[Kain_W]

Thanks for the update on this, 

If this is regarding your particular address not being serviceable, then our team would raise this with the neccessary department to see if we can get this sorted.

Regards,

[dazz2608]

Yes. He has put in a request for the "specialist team" to give me a call. 

[Kain_W]

Ahh okay,

That would be the team that need to review the access to gaining the service as some properties are unable to have the service due to a number of reasons such as how the network is set up, where the cables need to go etc.

The team will respond within 14 days.

Thanks,

[dazz2608]

That's the problem though Kain. The VM website and every other website I visit including Ofcom.gov.uk says I can have VM installed. I would like to get this resolved and If I have to go to the top I will but if Ofcom are saying it's available yet it isn't then...........

All I want is an answer to why I can't have it (Non serviceable is not good enough) and to see if I can resolve the issue myself, ie neighbours or lack of points in the cab etc etc. There maybe a lot of reasons why, I just want to know the actual reason!

[Kain_W]

No worries,

From there our team will be able to provide whether it can be installed or not.

Regards,