Forum Discussion

Scants960's avatar
Scants960
Joining in
11 days ago

Neighbours can get Virgin, I can't!

I live in a terrace house and my neighbours can get Virgin Media but when I put in my address on the Virgin Media website, I just get a webform that I have to fill in stating that someone will contact me. I've filled this in multiple times and noone ever does. I've also spoken to sales and explained that I have a virgin media pavement access port within 3 metres of my property and they still wouldn't help. If an engineer actually came to my address to look it over it would be the easiest install ever!!!

  • Paul_DN's avatar
    Paul_DN
    Forum Team
    7 days ago

    Hi Scants960,

    Thank you for reaching out to us in our community and welcome, we are sorry to see that our services are showing as unavailable to you despite your neighbour having them, have you spoken to our sales team on 0800 183 1234, they may be able to arrange a spotter to come and take a look to see what is needed to get you connected.

    Regards

    Paul.

    • Scants960's avatar
      Scants960
      Joining in
      3 days ago

      Spoke to sales. Apparently I’m on a waiting list for network expansion. My house is a terrace in a block of 8 that have been converted from back to back to an L shape. The pavement ports are for the houses on the front. So even though the 2 that are close to my house aren’t used. I can’t use them for an installation to my house. It’s bonkers!

      I can understand why our houses were left out. Trying to run ducts to the houses at the back would have been too difficult. But if they’d have actually bothered to check the layout of the properties. They would have been able to install 8 runs/pavement ports on the front rather than just 4 for the front properties and then they would have been able to service all 8 properties.

      On the plus note. I managed to catch some Openreach engineers outside my house that were doing the initial survey for FTTP installation in my area. Checking ducts etc. So I’ll be going upgrading to full fibre with plusnet as soon as that’s installed. 

       

  • Scants960's avatar
    Scants960
    Joining in
    6 days ago

    Hi Paul, I’ve lived in the address for 3 years and I’ve tried this with dales every time my 12 month contract with my FTTC provider has ended. The issue is I never get to speak to the team that it gets sent to so they just close it and say it’s not available. I don’t think anyone has ever actually visited my address. I’ll try again…

    • Brom-35's avatar
      Brom-35
      Settling in
      6 days ago

      Good luck Scants960! I have just the same problem - I think 6 houses on my street, including mine, can't get virgin but the other 30 houses can. I filled out that form so many times and spoke to so many people at virgin during covid in 2020-21, all saying they would send an engineer and no one ever came, no one ever called back to say why. I gave up. Years later it is just the same and here I am trying again! Why does virgin not want our custom I don't understand! Surely it's very easy to install if so many neighbours have it. Paul, please help us!

      • Scants960's avatar
        Scants960
        Joining in
        6 days ago

        I know, it’s a classic ‘computer says no’ despite you explaining how close their equipment is to your property. I’d understand if they needed to do a full installation with cabling/ducts etc. but yeah it’s just pathetic. Honestly it’s 3 metres away. It would be a 30 minute install!