Flats unserviceable despite being surrounded by serviceable properties

Question

TL:DR : I've been told my flat is unserviceable despite being surrounded by other flats in the area that have FTTP available to them now. I'm looking to see how this is determined and if anything can be done about this.

I own and live in a 1st floor flat. No flats above, and only garages below. This is the same for all 9 flats at this address.
My current broadband is currently fed through ducting that runs from a manhole on the pavement on by road to just outside my property, where a cable then comes up the side of the building and through a hole in the wall. Nothing any broadband installer would struggle with (given I had that cable replaced last year; I know that to be the case - it took Openreach about 20 minutes to replace a around a 20 meter broken copper line from the pavement to my flat).

I've been stuck with pitiful internet since moving to the area, so was very excited about virgin becoming available in the area. I've been following Virgin Media's rollout in the area closely over the last year or so. So needless to say I was having kittens when I saw them with my manhole cover open running cable up and down the road at the tail end of last year.

However; it seems my property has been passed by. A block of flats opposite mine has this available to them (up to 2gbps), blocks of flats up and down this same road all have it available to them. I have friends in the area that have all already had this offered and accepted connections to them now. Yet still nothing here. I am utterly stumped as to why.

I've called Virgin and been passed pillar to post about where the determination of this property being "unserviceable" has come from, and what needs to be done to change this. They can only tell me my postcode is unserviceable. I would argue that any one of these other blocks of flats in the area would have been a much harder install, either due to how many flats there where, access etc.
To get a fiber cable to my flat from the road is pulling it through some ducting (which already has pulling wire in it) and spending 5 minutes up a ladder poking it through a hole that's already in the wall.

I'm on good terms with the management company of the property, so if something here needs to change in order to make this "serviceable" I'm in a good position to make that happen.
I understand a survey is usually required for blocks of flats before they can offer or install anything - however the management company have not been approached, nor can they see a way to arrange a survey.

Can anyone advise on how to proceed here? I'm surround by FTTP and yet no one will take my money!

Matthew_ML · Answer

Hey MrJosh86, thank you for reaching out and a warm welcome to the community, we are sorry to hear about your issues.
Who has advised your property is none serviceable?
When did they tell you this?&nbsp;

MrJosh86 · Answer

Hi,I called Virgin media on the 7th of April (around 16:20), and spent an hour on the phone being passed between departments.No one could give me a good reason as to why they cannot provide FTTP here, and&nbsp; was told that just because the buildings/roads around here are serviceable doesn't mean ours is (seems daft when they've literally dug up the road to lay trunking to other properties however ours already has underground trunking and yet we've been bypassed).Virgin are now the second company to say we're not serviceable here (the other being Trooli), neither has been able to explain why though.I was previously a virgin customer in my last flat, and was always quite happy with the service, so keen to get this back again.Josh

Carley_S · Answer

There would be a reason that the property was unserviceable at this time. If there has been a 'spotter' or 'site surveyor' recently who has determined the property as unserviceable, then this would be the status of the property until any further expansion or improvement works are done on the road. Have you spoken with our pre-installation team on 0800 183 1234? They'll be able to advise if it can be raised for someone to investigate serviceability.
Also, it's important to know if you're the leaseholder or freeholder of the property. If not, any additional works would need wayleave permissions. If this is rejected, then we wouldn't be able to complete the installation work.&nbsp;

nodrogd · Answer

I ought to point out that only 5% of Virgin’s network is currently FTTP. The rest is mostly HFC, which is fibre to cabinets 1km apart, with the rest of the service over high grade copper coaxial cables. The coaxial network is no longer being expanded due to expense, & a finite number of connections available due to the technology used by it. VM are in the process of going full fibre, but it will take a number of years. VM will not use BT ducts for coax due to the thickness of the cables required. Have a look at the following zoomable map. If your area is shown in red then the service running past you is HFC.

https://labs.thinkbroadband.com/local/broadband-map#6/52.530/-0.580/virgin/

Blocks of flats normally have to be internally wired to VM standards. This is done in partnership with the landowner, who would also make a contribution to the build costs.

MrJosh86 · Answer

Hey thanks for the replies.&nbsp;Used to have the HFC varient in my old flat, however It's definitely new fttp that's been run in this area, the map confirms this.&nbsp;I have asked the management company of the building if virgin, trooli or any other ISP has reached out about a survey and they have not been approached at all. I have asked them to reach out instead, which they have done (a few weeks back) but haven't had a response yet.&nbsp;Tried speaking with the preinstall team however they seem to just be putting my postcode into a checker and saying it's not possible to do anything (still no explanation as to why not). Which is the same thing the sales team did and whatever other departments I've spoken to.&nbsp;Utterly baffled as to what the criteria is to get access to this, and frustrating that no one can explain why - especially as it's 2 ISPs that have done this now. Seems to be just this building that doesn't have access to virgin fttp&nbsp; along the road now. Other building have had the pavements and roads dug up to provide underground trunking, we already have it. Neighbours postcodes all come up green on the virgin website, none of ours do.&nbsp;Regarding blocks of flats needing to be "internally wired" that wouldn't be the case here. While I live in a block of flats, calling them a 'block' is a stretch. It's 2 buildings, one (where I live) that is three 2 bedroom flats in a row above some garages, and a separate building of 6 smaller 1 bedroom flats (3 ground floor and 3 1st floor) no means of internally wiring them from a central point. All the current cabling comes from underground ducting.&nbsp;

Forum Discussion

Flats unserviceable despite being surrounded by serviceable properties

8 Replies

Related Content

Flat 'Unserviceable' after ordering package

customer service complaint.

Unserviceable but neighbour is serviceable

Unserviceable property - can an engineer come and review this?

Shocking Customer Service.