In the past, I was a VM customer and still do have the cable connection to my property at ######################. I had been deliberating on moving back to VM last year and even was being offered £60 in-store credit, however I had put this off until now.
With a view to moving back to VM, I have attempted to sign up for broadband only but my address is incorrectly categorised as "no services available".
I have had VM in the past
There is a cable running from the pavement CATV socket to a brown box at the front of my property
There is a green VM utility cabinet around 30m down my road
Neighbours on my street are signed up to VM
When entering my next door terraced neighbour's door number (65) to see the services available "all services are available" is shown
I did have a web chat with a VM customer service adviser a month ago and was told to expect a phone call within the next 7 days, however I didn't receive one. Two weeks ago I did go to my local VM store and was told an engineer will be sent out to look at this and I'd receive a phone call within 48 hours, which I didn't.
Yesterday I attempted to visit my local Virgin Media store again, however they have now closed for good. I have submitted a cable my street form to register my interest, however my street is already cabled so I'd assumed it'd fall on deaf ears.
For further information, I live in a freehold terraced house; thus there should be no issues if you can offer services to the other side of my party wall, nor with any health and safety issues; as it isn't a flat. All I'm looking for is a reliable basic internet connection, there's no need for 300mbps; even 50mbps will be more than sufficient for me.
Awaiting your response.
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It's not because the infrastructure isn't there for you, it's because we are not allowed to supply broadband to new customers if there is an active issue with broadband capacity for existing customers.
We have on obligation to resolve this for our existing customers who would only be impacted further if we added new customers to the network whilst the issue is ongoing and you would join expecting your broadband speeds of say 100Mb, 200Mb or 300Mb and possibly receive much lower speeds.
The active known issue as mentioned has been booked ot and is under investigation and will be reviewed on the 8th Nov.
If you'd like further advice on this around that time please let us know.
You've unfortunately misunderstood my previous question.
I completely understand the issue regarding network utilisation issues.
My question simply was why the neighbouring properties (65 and all numbers below) are eligible and being offered broadband but my property at 67 isn't.
You can check the above simply on your serviceability widget on on your website, for your convenience I've included screenshots.
For my property (67), my neighbouring property (65), the further neighbouring property (63) ..... all the way to the first property on my road; I'm hoping that you now get the point.
Why is it that they're eligible and being offered broadband but not my property? What is it that makes them special and exclusive to the high utilisation issue? Why is it that it is my property at which the cutoff has been decided and implemented?
My property (67)
Two houses down (63)
Start of the road (2A)
By the time of your response, it'll probably be after the reviewal so an update on F004365417 would be appreciated.
I have actually had a reply and been advised that they are looking to see if sending a Site Survey engineer or Spotter is the best course of action for you here.
They seem to think that the F004365417 number is inhibiting the system from loading the options for you but might not be actually affecting this address so they are looking for the best way to ascertain this.