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Cryptic_Choco's avatar
Cryptic_Choco
Tuning in
10 months ago

Engineer visit to check if new line is feasible.

Hello, I am moving into a new flat and my only option for fast and reliable broadband is Virgin media. However, there is no line to my flat, but there is a line to an adjacent flat. Both are in the same building and we are neighbors Apartments A and B.

My problem is that I phoned up Virgin Media and filled out a form for an engineer to come and visit the property, this was 11 days ago. The woman that I talked to said it would take up to 10 days but I am still waiting to hear back from the engineer and I don't even know if they have sent someone out. Is there anyway to expedite an engineer coming out or do I just have to hope they'll send someone?

Engineer visit
New line
set up

7 Replies

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  • Cryptic_Choco's avatar
    Cryptic_Choco
    Tuning in
    10 months ago

    Just to say, I contacted VM and the only thing they said they could do was to put through a new form.

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

      Hi Cryptic_Choco,

      Thank you for your post and welcome to the community. 

      We're sorry to hear you haven't had the visit yet. 

      Did the team advised if they have submitted another form for you?

      ^Martin

      • Cryptic_Choco's avatar
        Cryptic_Choco
        Tuning in
        10 months ago

        Hi Martin_N,

        Yes they said that they had submitted a second form. However, I am still waiting to hear back from them.

        Thanks

  • nodrogd's avatar
    nodrogd
    Very Insightful Person
    10 months ago

    In this situation VM will send a spotter out to assess whether the property is serviceable. This is an "eyes-on" visit only, nothing will happen on the ground & they won't knock on your door.

    Drop lines are only installed when you place an order, as VM do not want to waste money installing drops if there isn't a firm order in place.

    • Cryptic_Choco's avatar
      Cryptic_Choco
      Tuning in
      10 months ago

      Hi Nodrogd,

      Thanks for the information but how do I place an order? 

      overall I don’t understand the issue if they can’t place a new line as the building we are moving to already has 1 flat containing a VM line. 

      • Gareth_L's avatar
        Gareth_L
        Icon for Forum Team rankForum Team
        10 months ago

        Thanks for replying Cryptic_Choco.

        I will send you a private message to take some details and see what we can do from here.

        If you can check your logo at the top right of your screen that would be great.

        Gareth_L