Forum Discussion

sophiepm94's avatar
sophiepm94
Just joined
24 days ago

New Build Property

I have a new build property that has virgin cabling and is connected to the virgin box, however, Virgin are saying they are unable to provide service to the property. I have spoken to the sales team who have been incredibly unhelpful and keep telling me to register my interest, which I did 7 months ago. The house next door is servicable (existing build). 

The sales department have said they are unable to connect me to anyone who can help or unable to send an engineer without placing an order, which they can't do as the system says no. 

There must be a way around this. We have been in this property for 7 months and not getting anywhere! 

Broadband
complaint
Help
installation
new customer

4 Replies

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    22 days ago

    Hi sophiepm94, 

    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 you're currently unable to get services. Where services have been partly installed, but not gone live on our systems, this suggests some further work is required. 

    The Sales team will have the most up to date information I'm afraid so if they're unable to process an order for you, it does mean we're currently unable to offer a service. 

    Once you've filled in the form, this stays on the system so if there comes a time where we're able to offer a service, we will reach out to you. In the meantime, you would need to take services with another provider. 

    Apologise once again. 

    • sophiepm94's avatar
      sophiepm94
      Just joined
      18 days ago

      Hello, 

      I completed the form 7 months ago and no one has come back to me. I have been without broadband for 7 months. The house is all connected but it seems the developer hasn’t told virgin that it has been. 

      sales team are very unhelpful, someone must be able to send an engineer to look

      • sophiepm94's avatar
        sophiepm94
        Just joined
        18 days ago

        Connected as in the house is connected to the box but it’s not showing on your system