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hokelbo2's avatar
hokelbo2
Joining in
4 months ago

Broadband Property Eligibility Issue

Has anyone dealt with or have recommendations with Virgin Broadband not allowing an account set up even though it is connected to the property?

Our property is new and the builders have told us it is connect to Virgin, the property in front of us already has it connected. Despite this they (Virgin) are being really unhelpful saying we can’t have broadband because the property isn’t on their system and there isn’t anything they can do.

Has anyone else experienced this or how they got around the issue/any suggestions? The property is 100% connected and Virgin are doing nothing to help or resolve it.

4 Replies

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  • goslow's avatar
    goslow
    Alessandro Volta
    4 months ago

    We see regular topics on here about new build homes that should be able to get VM but where VM seems incapable of processing an order for a new service. Sometimes the reasons are administrative (simply updating the VM database) other times the reasons are technical. 

    Have you tried the VM sales number 0800 183 1234? If your neighbours have a VM service, and you think you should be able to get the service too, you could request a spotter to visit to find out what the obstacle is to getting connected (although requesting a spotter by no means guarantees that one will visit nor result in any greater likelihood of getting connected).

    You are unlikely to receive a reply from the VM forum team here in ‘Community Natter’. A VIP or moderator might move your topic to a better forum, such as ‘Quick Start, Setup and Connections’ to get a VM reply.

    • Carley_S's avatar
      Carley_S
      Icon for Forum Team rankForum Team
      4 months ago

      Hi hokelbo2 

      Welcome to the Community Forums. 

      Sorry to hear that you've not been able to request an installation at your new home. 

      Have the developers mentioned anything regarding when serviceability will be possible? With new builds, there is a lot going on, so the team might not have right of access yet to the property until this is granted by the developers. 

      It would be a good idea to call our new customer sales team to see if there is anything that can be done on their end, as goslow has kindly already advised. They can check to see if the house files are up-to-date or if we're able to provide any further information regarding your installation request. 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    4 months ago

    You say the property is 100% connected. This means there will be a cable in place and a box fixed on the house wall. 

    Post a photo here of the wall box so it can be identified. 

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      4 months ago

      Thank you and yes please post a photo so we can look into this ASAP for you. Cheers