Forum Discussion

TommyMcArdle's avatar
TommyMcArdle
Tuning in
2 years ago

New build property install

I have been a Virgin Media customer for many years and recently purchased a new build property in the Nottingham area. The street is indeed a Virgin Media cabled area, and can infact receive the Virgin Media's new gigabit service. I called VM to try to get an install, and after going round in circles for a bit I was told that it was simply not possible to install here.

I am perplexed because the house directly next door has Virgin Media. I can see the cable drop on their house directly from my front window! I haven't been offered any reasoning as to why my property can not have VM installed. 

  • VM-Jon's avatar
    VM-Jon
    Problem sorter
    2 years ago

    Hi TommyMcArdle 

    Thank you for reaching out to us here, welcome to the community.

    There could be a number of reasons why one property could receive service and not another. It’s very difficult to say without understanding it a little more so I would like to take a look at this for you and see what I can do to help. In order to do so I will need a little bit more detail so I will send you a private message.

    Once we have a better understanding we may be able to escalate this to one of our team to resolve for you because we would love to have you as a customer.

     

    Thank you

    Jon

  • TommyMcArdle's avatar
    TommyMcArdle
    Tuning in
    2 years ago

    Hello,

    Is there any update on this? The whole situation is immensly stressful trying to work from home. The options I have from Openreach are dire, and because our street is a Virgin Media street there is zero desire from Openreach to improve connectivity here, yet getting connected to VM seems to be a greater task than I could ever have imagined.

     

    T

    • Steven_L's avatar
      Steven_L
      Forum Team
      2 years ago

      Thanks for coming back to us TommyMcArdle, did you get a private message from VM-Jon, when he stated he was going to help look into this?

      If he is looking into this and to avoid confusion, please drop him another private message and he will be able to help further. 

      Kind Regards,

      Steven_L