Forum Discussion

uksmithy's avatar
uksmithy
Settling in
3 days ago

Unserviceable but area has virgin media

Looking to move house and I just assumed since VM was in the area that so would this house. 

the area has 300 houses and for some reason 2 properties don’t have VM as serviceable.


I’ve tried phoning customer sales but they just say if I can’t select it nothing we can do which isn’t helpful. VM runs to every house apart from the last 2 in area which is roughly 8 metres from a house that has VM.

Can someone please help or point me in the right direction. We haven’t moved yet and this would be a deal breaker as we both work from home and need FTTP.

Thanks.

 

5 Replies

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    2 days ago

    Hi uksmithy, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear that Virgin Media is currently available at the new property you're thinking of moving too. I'm afraid if the address is showing as not available, we wouldn't be able to change this. 

    It's possible that the 2 properties that were left out were due to us not being able to reach them or could be related to wayleave issues. 

    If there was a chance we could install, the sales team would be able to arrange a spotter visit. If they've advised that we're unable to install then this would mean you'd need to take services with another provider.

    Many thanks, 

    • uksmithy's avatar
      uksmithy
      Settling in
      2 days ago

      Hi, thanks for the reply.

      The sales team wouldn’t even look into a spotter. They were confused why on the two systems you have one said it was available but on the sales system showed as not.

      I don’t understand on a big estate they would stop at the last two houses. (One is a semi that’s joined to a house on VM).

       

       

      • Kath_P's avatar
        Kath_P
        Icon for Forum Team rankForum Team
        2 days ago

        Hi uksmithy, 

        We understand the frustration and can only apologise. They'll only be able to book a spotter if the option comes up to do so. If it doesn't then they're not able to arrange this. 

        There are many reasons why the other 2 houses may not be available, depending on the time of connection in area.

        I'm afraid that for now, you would need to take services with another provider. 

        Apologies once again and we wish you luck with the move.

        Thanks,

  • sunnyhoney's avatar
    sunnyhoney
    Settling in
    2 days ago

    Trust me this is a blessing in disguise. VM is great at selling you products and collecting the money but reach impressive levels of incompetence when it comes to repairing and maintaining their infrastructure.

    Currently 21 days with total loss of connection, and at every instance I have had to spend hours chasing them for information they should be contacting me to provide. 10 hours wasted on their customer support number, 10 hours wasted waiting in for engineers, 2 groundworks team and all this with 21 days to allocate the required resources to reconnect us the groundworks team arrived at midday, spent two hours and all vanished. Of course without completing the job they were meant to which was reconnecting us.