Forum Discussion

Kelman82's avatar
Kelman82
Settling in
2 months ago

Address not serviceable

We are a long term customer and have just moved to our new home. The postcode checker says our address can not be serviced. I have spoke to Customer Service and they have said the same. All the other properties in the street are serviceable. How can I convince Virgin to run the cable to my house? I have searched other broadband providers and they also say our hone isn't serviceable. My partner is disabled and is pretty much isolated at home and this is really her only contact with the outside world. 

12 Replies

  • Martin_N's avatar
    Martin_N
    Icon for Forum Team rankForum Team
    2 months ago

    Hi Kelman82,

    Thank you for your post and welcome to the community. 

    We're sorry to hear the new address isn't serviceable. 

    Have you spoken with the Movers team regarding this?

    ^Martin

    • Kelman82's avatar
      Kelman82
      Settling in
      23 days ago

      Hi Martin,

      I spoke to the movers team but they just said my home was unserviceable but couldn't tell me why. Is there anyway you could possibly help with this?

       

  • Ozzy321's avatar
    Ozzy321
    Settling in
    27 days ago

    I have a similar issue, My address is not showing but I have a VM brown box on the side of my property and my next door neighbour connected house has VM broadband, including the whole street address shows besides mine. 

    I am looking to see if it’s possible to get virgin media broadband in my house can this be looked into soon thanks.

    • Daniel_Et's avatar
      Daniel_Et
      Icon for Forum Team rankForum Team
      26 days ago

      Hi Ozzy321 👋 Thank you for your post and welcome to the Virgin Media Community 🙂

      We're sorry to hear about the issue you're having 😔

      In order to look into this for you, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

      Regards,
      Daniel

    • Daniel_Et's avatar
      Daniel_Et
      Icon for Forum Team rankForum Team
      26 days ago

      Hi Ozzy321, thank you for speaking to us via private message.

      If you have any further issues or queries, please don't hesitate to contact us.

      Regards,
      Daniel

  • Ianed78's avatar
    Ianed78
    Settling in
    22 days ago

    I have the same issue. I have had bb since last October and now I am trying to add TV, customer service just keep saying there is a technical issue and they will escalate the issue and let me know the outcome. 2 moand still nothing, so I call again yesterday and the same answer. 
    Can someone please help!

    • Carley_S's avatar
      Carley_S
      Icon for Forum Team rankForum Team
      22 days ago

      Hi Ianed78 

      Welcome to the Community Forums. 

      Sorry to hear of your concerns with not being able to add a TV service to your package. There are some areas where we cannot offer a TV service at this time, especially in the newer network expanded areas for XGSPON. 

      When you check the postcode checker here, do you get an option for a TV service package, or is it broadband only? If so, then you'll be in an area where we currently cannot offer a TV service, unfortunately. Rest assured, the teams are most certainly working on this to expand all our services further. 

       Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.

      • Ianed78's avatar
        Ianed78
        Settling in
        22 days ago

        That says I can’t have either. 
        I have changed house numbers and everyone in the road can get the service apart from the 10 houses connected to 1 particular pole. Not sure if that is the issue?