Forum Discussion

NicolaHe's avatar
NicolaHe
Joining in
2 days ago

New Build Estate - Only 2 Properties in Street Showing as VM Unavailable

I’ve been trying for almost 3 months to get Virgin Media installed in our new build property (keys handed over from builders in July 2025). There is a Virgin Media box outside our front door and we were told by the builders that the house is wired for Virgin Media. Progress has been made in the street and now only 2 buildings are still showing VM being unavailable. Our property is one of the 2 that remain unavailable. Every time I phone, I’m told this has been escalated to the New Build team but no one can give an explanation to why we cannot get VM installed nor can they give a timescale for someone to come and identify the issue. I would happily leave VM because EE is available (they also have installed a box next to the VM one at the front door) however if we leave VM we will lose access to the email address. Currently starting to change over to a stand-alone email address but it would be a lot easier if Virgin Media could just be activated for these 2 properties. I wondered if anyone from VM on this forum is able to help please? 

4 Replies

  • goslow's avatar
    goslow
    Alessandro Volta
    2 days ago

    Are you trying to move your existing VM service to the new property?

    Are you living in the new property (albeit without your VM service)?

    • NicolaHe's avatar
      NicolaHe
      Joining in
      2 days ago

      Yes that’s right. I’m trying to move the existing VM service to the new property which we are now living in. 

      • goslow's avatar
        goslow
        Alessandro Volta
        2 days ago

        Well, two things to consider ...

        If VM cannot provide a service at your new property (which you are saying is marked as not serviceable) you should be able to leave with no early disconnection fees.

        If you have gone through the home-moving process with VM and VM has failed to reconnect you to an agreed timescale, you should be able to claim compensation for the failure to move the service

        https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

        What process did you use to move your service at the old address to the new address?

        Difficulties getting VM to connect on new builds is a regular topic of complaint on here. Have you asked any of your neighbours how they managed to get their VM connections working in their new build homes.

        As for your VM email address, that should close 90 days after you leave VM (if you decide to go) but VM is hopelessly bad at doing this to the published timescale. In any event, most regulars on here have concluded that VM email is a dead duck with no long term future so the faster you can remove yourself from it the better whichever route you decide to go.