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tp5's avatar
tp5
Joining in
28 days ago

Installation cancelled

Hi I have just moved to my new house on the 30th of March 2025 and was told on the 24 March at my old property  that virgin media  was available  at my new house and it would take 6-8 weeks then I got told the 7th of April then I got told the 7th of July then I got a call saying the 7th of June then yesterday  morning I received an email saying that my house is a non serve but a few house on my street have virgin media 

I don't understand  and my neighbour  told me a week before I moved they seen virgin media  doing work outside  the property  not sure if that true ? But if that the case why am I listed as non serve in that case  

Is there any email  or phone number I can call to help me with this issue as the customer service  are no help 

I know it's long but If any one can help it will be appreciated 

Thank you

Mod Edit: Title edit for clarity 

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  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    26 days ago

    Hi tp5 

    So sorry to hear you're installation has been cancelled. This can be for a number of reasons, such as permissions or the amount of work that is needed to provide service to the property. We can assure you that the team would have looked at every avenue to see if your home was serviceable before cancelling your installation, and marking the property as unserviceable at this time. 

    There isn't anything we're able to do on our side, as a site surveyor would have already been out to check the serviceability recently to confirm your installation could not go head as previously thought. 

    The team should have told you the reason for the cancellation, such as the required work that was needed, or a wayleave permission being denied. 

    We can only apologise that we're unable to offer you a service and hope that, in the near future, we're able to offer you a service at your home.