Can I Get Virgin Media or Not? Confused and Frustrated!

Just wanted to share my recent baffling experience with Virgin Media to see if anyone else has dealt with something similar, or maybe someone from Virgin can clear things up.

I’m moving house, so I used the web chat to inform Virgin Media of my move. The agent tells me Virgin Media Broadband isn’t available at my new address – annoying, but fair enough. Oddly though, I’ve got relatives living across the road who do have Virgin, and even my immediate neighbour at the new address is on Virgin. So that already raised questions.

Anyway, I accept that I apparently can’t get it, and my account begins the cancellation process.

The next day, I get a call from a Virgin Media engineer saying they’re on their way to install broadband at the new address. Huh? I thought I couldn’t get it?

I tell the engineer what I was told, and they say, “Let me check and ring you back.” Sure enough, they call back and say:

> “Yes, your address can get Virgin Media. Just call up and explain that it’s available, and they’ll send someone out when you move.”

Great! So I ring Virgin Media again to re-activate or update my move request… and what do they say?

> “Nope, you can’t get it. The contract is still being cancelled.”

🤯 Seriously? What is going on?

Your engineer says yes, it’s available.

Your customer service says no, it’s not.

My neighbours already have it.

I just want a straight answer – can I have Virgin Media at my new address or not?

I’m losing confidence and patience here. If there’s an issue with address records or something that needs escalation, please let someone competent look into it. I’d rather not go through the pain of finding a new provider if I don’t have to – but I also don’t want to keep chasing a moving target.

Anyone else had this kind of experience? What did you do to resolve it?