Forum Discussion

Pidgeos's avatar
Pidgeos
Tuning in
2 months ago
Solved

New address not on database so unable to stay with Virgin Media

I moved house in July 2024 to a small development of 5 new build houses. I was a Virgin Media customer at my old address but I was unable to stay as I was told there wasn’t a fibre connection at my new house.

However two of my neighbours have managed to sign up and their addresses appear on the “check availability’ search. I’ve tried multiple times to request that my address is added too but I’ve never received a response.

Initially when trying to take my services to my new house I received conflicting information on the availability of a Virgin fibre connection. In the end this became so frustrating I lapsed my contract after many years and switched to Sky.

However I would like to switch back to Virgin when my sky contact expires and as two neighbours in the same new build development have been able to obtain the services I’m really keen for some further assistance with this.

Thanks

Jo

  • Hi Pidgeos 

    This looks like this has been received on our side. My colleague will be in touch to discuss further with you. 

  • newapollo's avatar
    newapollo
    Very Insightful Person

    Hi Jo,

     Have you checked with the sales team to see if it's available by calling them on 0800 183 1234?  They might also be able to send out a spotter to check.

    • Pidgeos's avatar
      Pidgeos
      Tuning in

      Hey - I tried that in the summer when I moved but kept getting passes from person to person with no joy. I thought the transfer to new house was being sorted and then the next person I would speak to would say that I was unable to have the service.

       

      This went on for a while and as I work from home I had to just give up in the end and move to sky.

      most frustrating!

      Thanks

      Jo 

      • Ayisha_B's avatar
        Ayisha_B
        Forum Team

        Hi Pidgeos 👋

        A warm welcome to our Community Forums and thanks for your post.

        I'll pop you a PM 📩 now so we can look into the possibility of servicing your address.

        Hope to from you soon!

  • nodrogd's avatar
    nodrogd
    Very Insightful Person

    Two things that might stop this:

    1) Does this involve crossing land (or walls) that do not belong to you or the local authority? Involves complicated wayleave agreements.
    2) Is the new development flats or apartments that are over 1st floor height? VM will not install above 1st floor height as installers are not heights trained, nor do they carry the necessary access equipment.

    • Pidgeos's avatar
      Pidgeos
      Tuning in

      Nope, none of these apply. There are 5 new houses and 2 of them have virgin connections already but for some reason my property which is next door isn’t on the database and I’ve been told that I can’t connect which makes no sense to me.

      they’ve all been built with the same infrastructure and connection facilities.

      Jo