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Andrew5461's avatar
Andrew5461
Joining in
6 months ago

Lack of connection or reason for not connecting my property although rest of street is connected

Like others who have posted on this forum, I am unable to get fibre broadband connected to my property although the connection is available to the rest on my street. Despite VM  stating on 3 phone calls that my property was serviceable when I tried to place an order it was not. I find this totally unsatisfactory as I can get no reason as to why I cannot be connected. I have made a complaint but VM not responding and really don’t seem interested. Please, please VM could you reach out to me and try to resolve this.

8 Replies

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    • Andrew5461's avatar
      Andrew5461
      Joining in
      6 months ago

      Thanks for the reply, although my property says online it cannot be connected I have had multiple phone calls with VM where they have stated I can be connected. On the fourth phone call I agreed a package (substantial) and after a lengthy delay was then told I could not be connected. Frustratingly, VM have given no reason.

      • jpeg1's avatar
        jpeg1
        Alessandro Volta
        6 months ago

        The phone staff will be keen to sign you up, but they won't have knowledge of the individual circumstances of that house. 

        VM departments don't work together, and it sounds like when the order is processed it is rejected by the installations staff.

        Perhaps a VM person on here can investigate further, but remember that VM are not obliged to make any particular connection or explain why not. 

  • Client62's avatar
    Client62
    Alessandro Volta
    6 months ago

    The reasons are usually lack of an available connection point, or physical challenges / cost difficulties of long or shared drives that would be difficult / very expensive to cross.

    Do any of these apply ?

    • Andrew5461's avatar
      Andrew5461
      Joining in
      6 months ago

      We do have a short shared drive but other houses on the street with similar driveways are connected. Whilst VM may not be obliged to connect I think it is wrong that councils let them leave unconnected houses on a street behind, particularly as this can affect the saleability of a property. And to not even offer an explanation is just not acceptable practice. I would expect VM to at least explore any practical resolution.

      • Gareth_L's avatar
        Gareth_L
        Forum Team (Retired)
        6 months ago

        Hello Andrew5461.

        Thanks for your post. It looks like you have already been in contact with a colleague on this thread.

        What I will do is send you a private message to take some details and see if we can get your property added to our network.

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

         

  • Client62's avatar
    Client62
    Alessandro Volta
    6 months ago

    Perhaps a VM Moderator can get a spotter out to your property
    to see if it would be possible to offer a service.

  • Chickenkiev's avatar
    Chickenkiev
    Joining in
    5 months ago

    Virgin cabled my street last year, well, when I say they cabled my street I mean they cabled half my street then deleted the addresses from my side from the Postcode checker. When I enquired about this I was told that the reason was "confusion" which I take to mean that someone forgot to do it. I was then told the issue had been passed to the "New Build" team (handy for a street built in 1974) and then eventually I was told this work had been "put on hold" i.e. forgotten about and eventually ignored 

    Thankfully BT will be installing by the end of next year, so I can probably forget about ever seeing Virgin Broadband anywhere near my house, except for those a few yards away opposite me