Forum Discussion

AFtt's avatar
AFtt
Just joined
9 hours ago

Urgent Help for a Vulnerable Customer Requested

Unfortunately I now have to move into over 55's sheltered accommodation due to a variety of serious health and mobility issues
Unknown to me before, VM are stating that this address is not available for service.
This is despite next door being a current Virgin Media customer. Also, the flat above and several other flats within the building I am a current and longstanding VM customer.
The proposed moving date was Monday 30th June 2025.
This is seriously distressing as there are no other provider options. This means I would be cut off from the outside world and my family without any tv or video calls with family, etc. There is no mobile connection in the area, which totally cuts me off from the world. It would become a retirement prison.
This is extremely worrying given my mental health issues and other health and mobility issues.
I have been speaking to Chris (a manager in customer services). Although he has been extremely helpful he is saying he has not had a response from the engineers and the uncertainty is causing even more anxiety and distress.
Without reasonable internet access I may even have to consider alternative accommodation. But after giving notice where I am Im extremely concerned this process took 3 months to agree the property I am meant to move into, and I face the very real possibility of being completely cut off from the rest of the world.
The reason I have written to you is to ask for compassion and help for the position I find myself in (though no fault of my own) situation to help expedite this as a matter of urgency.
I really hope you can offer help and hope for this to be resolved quickly
Thanks in anticipation of your help

2 Replies

  • Client62's avatar
    Client62
    Alessandro Volta
    6 hours ago

    In situations like this it is very common for the property owner / managers to decline all residents requests to order cable TV or new telecoms connections that would result in repeated damage to grounds and paths and risk a spaghetti of cables being attached to the externals of the building.

  • Molly_T's avatar
    Molly_T
    Icon for Forum Team rankForum Team
    6 hours ago

    Hi AFtt 👋 Welcome to the community forum!

    Thanks for posting to raise your concerns about availability of services when moving. I am sorry to hear of your circumstances and appreciate your concern. 

    It sounds like your case is already being escalated internally, and that the team are doing their utmost to get an update for you as quickly as possible - particularly if we have already contacted the area field team (engineers). If this is the case, sadly won't be able to get a response any more quickly for you. 

    That being said, I do appreciate your concerns and so will send you a PM to confirm a few details so we can keep an eye on any updates for you. Please keep an eye on your Inbox 📩 in the top right corner of the page. 

    Thanks for your patience in the meantime! We will return to this public thread with an update when possible. 🌞