Forum Discussion

GerardW's avatar
GerardW
Tuning in
31 days ago

How do I get VM fibre with so many hurdles?

We only have a BT/Openreach copper wire connection which breaks down constantly. No plans for at least a year to put in BT/Openreach fibre. VM is my only option but I can’t sign up online to change provider because my address isn’t on the VM drop down menu/database. As a result I’m invited to fill in a form to express my interest. I’ve done this twice now with no response from VM. I’ve tried the chat which seemed to be getting somewhere when I got a real person to message with. They told me VM fibre wasn’t available at my address and sent a link to a form which crashes the chat (I’ve got that far a few times) so I’ve not been able to even see the firm and have to start all over again. My next door neighbour has VM full fibre into their property and the connection is a few feet away from my building. I’ve checked all the other adjacent properties by starting the VM fibre sign up process online and I’m told VM fibre is available to them. So how the heck do I get to have a sensible conversation to unpick this (admittedly complex) situation with someone at VM who can help move this forwards? I’m trying so hard to become a customer! Any helpful suggestions would be greatly appreciated. 

7 Replies

  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    28 days ago

    Hey GerardW, thank you for reaching out and a warm welcome to the community we are sorry to hear you are struggling to get our services, we would fill this form in you've mentioned from this it would take 14 working days to reach out.

    Has it been over 14 working days?

    • GerardW's avatar
      GerardW
      Tuning in
      28 days ago

      Hard to tell if 14 days have passed as it looks as if VM picked up my many attempts to contact them along the way but I don’t know when. Definitely been at it more than days though! I found an 0800 number that reached a real person at VM who informed me there was a job number already: I wasn’t aware any action had been planned, no info was passed on to me. I have a local reps name who is allegedly going to scope out the problem. Fingers crossed. 

    • GerardW's avatar
      GerardW
      Tuning in
      4 hours ago

      Hi Matthew, thanks for your message which I 'liked' 14 days ago I think. I've filled the form in twice and haven't got anywhere yet it appears. I was told by one of your colleagues that my address wasn't on the Post Office data base and that therefore VM couldn't connect me so I should sort that first. Really? I've contacted the relevant PO service a week or more ago.  

      Can you explain how to get a site visit to scope out the possibility of a fibre connection please? As far as I'm aware this hasn't taken place. I've discovered with the help of neighbours that there are cable connection boxes all down the street and there's one outside my property. I understand it may be that my next door neighbour's VM full fibre connection uses one of these boxes, see the attached photos. As you can see, my home (the chapel) is pretty close to one of these boxes. For reference I can give the location precise location on what3words but probably shouldn't share that here! Any help that you or a colleague or a community member can give would be very much appreciated. 

  • Client62's avatar
    Client62
    Alessandro Volta
    28 days ago

    Given the choice of VM maybe or for EE/OR in 2026, the latter gets my vote every time.

    With your current service, just watch out for the ISPs intentions when the analogue telephone service ends on your copper line.

  • GerardW's avatar
    GerardW
    Tuning in
    28 days ago

    …actually it would be the start of 2027 when fibre services additional to VM get laid on here. Not sure I can endure our  crappy copper connection so long! 

    • newapollo's avatar
      newapollo
      Very Insightful Person
      28 days ago

      GerardW​ 

      If you haven't done so already, have a chat with the sales team by calling them on 0800 183 1234.  They may have more up to date records, or may  book in a 'site survey' if they think it's possible to provide a service.

      You might also want to have a look at https://www.giffgaff.com/broadband

      giffgaff are a VMO2 company and they are using nextfibre (VM's new full fibre network) in select locations - they are opening up that network in tiered stages before it becomes  more widely available, although it may actually become available to you quicker via giffgaff than directly with VM

      • GerardW's avatar
        GerardW
        Tuning in
        26 days ago

        Thanks lots for this advice and insight, I’ll follow up on what you suggest.