Forum Discussion

Microwave's avatar
Microwave
Joining in
12 months ago

New build home connection woes

My wife and I recently moved to a one-off new build home in a built up area of Surrey, and we are trying to figure out how to get connected up to Virgin broadband. Our neighbours on either side have access to gigabit speeds with Virgin, so we just need to find out how to start the process of getting our own home connected up. I’ve tried calling a couple of times, and the agents I’ve managed to speak to, whilst quite nice, have been able to offer absolutely no help on how to begin this process.

Can anyone offer advice on where to start? We are at an absolute loss at this point and would appreciate any help.

  • Microwave's avatar
    Microwave
    Joining in
    12 months ago

    Thank you so much for that, Cardiffman282. Since my house was a one-off, built between two existing homes that already have access to Virgin Media broadband, is this still the correct route to take?

    • Microwave's avatar
      Microwave
      Joining in
      12 months ago

      jpeg1, it's a new build, so Virgin don't have my address listed as covered, and there's no cable connection in the house, hence why I need to figure out how to get them to connect up the house. Everyone else on the street has it, so I assume there's some department or team I need to work with to have the connection to the house made. Of course once they show service is available, actually buying service is the easy part. 🙂

      • Kath_P's avatar
        Kath_P
        Forum Team
        12 months ago

        Hi Microwave, 

        Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

        We're sorry to hear that your address is not currently on our network. As there are 2 houses either side, this would suggest the services are already in the area. Due to this, the Sales Team would need to send a spotter to see if it's possible for them to extend the network to include your property. You can arrange this by speaking to them on 0800 183 1234.

        Once a spotter visit has been arranged, they will discuss with you the process of ordering services and what route the cabling will need to be done so you can then make an informed choice on whether you wish to proceed. 

        Keep us posted on how you get on. 

        Thanks,

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    12 months ago

    Understood! 

    In cases like this, a forum staff member usually comes along to take details by private message and contact the relevant department. 

    • Microwave's avatar
      Microwave
      Joining in
      12 months ago

      Thank you for the advice! Any idea how to get the attention of a Virgin staff member here?

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    12 months ago

    You can only wait I'm afraid. It will be picked up eventually. 

  • Jonny-M's avatar
    Jonny-M
    Fibre optic
    12 months ago

    Do you know what was there before your house? If the builder hasn't engaged with Virgin/Openreach/another provider then it could be quite tricky to remedy