Forum Discussion

Colinntl's avatar
Colinntl
On our wavelength
22 days ago

Moving home - install

Urgent Assistance Required

I am moving home next week, I checked months ago that I could connect to Virgin at my new address.  I raised a move request a few weeks ago and my new account was set up and a date for connection agreed. 

As the connect has to go under my drive, I was told that engineers would need to come out. Engineers came out 16/01/2025, I only found out that they had been by the marks on the ground (no contact with me)

I called  support this morning 17/01/2025 to to find out what was happening, was told that an other engineer was coming out to survey and that I would be contacted on their arrival (no contact yet again). When I called this morning I asked support to note that all the land between the main road and my property belonged to me, also that I was digging a trench between my house and the main road which could be used for cable installation.

This afternoon I received an e-mail saying that I cannot be connected and the move has been cancelled - no explanation. Just been on phone for 45 mins to support, no further forward basically all that I get is that it requires work tat Virgin are not prepared to do.

I have disconnected all Openreach access and will have no broadband, phone, TV. The house 4 doors down on same side of road.

Website still says Virgin Media can be connected.

Help

Colin

 

  • Colinntl's avatar
    Colinntl
    On our wavelength

    Having spent more time on phone, I am being told that I cannot be connected because they do not have the budget!?

  • Hi Colinntl 

    Welcome back to the Community Forums

    Sorry to hear that your installation has been cancelled. Sadly this can happen depending on the work that's needed so we can provide the service to an address. 

    We can see on the systems on our side that you've already been in touch with the team regarding this since posting, and looks to have been confirmed and answered as the reasons why we wouldn't be able to install you. 

    Our apologies for any inconvenience caused by this and we hope to have your property serviceable in the near future. 

    • Colinntl's avatar
      Colinntl
      On our wavelength

      Don't understand. Why say that I can have the service then say no you cant because we do not have the budget.

      I have already said that I will be digging the trench so cannot see the problem. Any assistance would be appreciated

      • Winelist's avatar
        Winelist
        Tuning in

        When you, or indeed the Customer Service staff, check availability, this only means that VM have a presence in the area in general. It doesn’t necessarily mean that VM will connect up your particular address.

        What I suspect has happened is that someone has come down to do a survey, seen what would be required to run the cable and concluded that it won’t be economically viable for them to do so - ie, it will cost more for VM to do it that they realistically expect to get back from you as a paying customer.

        Although you say you are digging a trench, fine but I doubt VM can take that into account - what if you don’t dig the trench, what if the trench is in the wrong place and they can’t use it to run their cable?

        I’m afraid that I doubt you will change their mind, personally I would work on the basis that it isn't going to happen and look at alternative suppliers.