Forum Discussion

sophiepm94's avatar
sophiepm94
Just joined
4 months 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

7 Replies

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    4 months 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
      4 months 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
        4 months ago

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

  • nortm005's avatar
    nortm005
    Just joined
    6 hours ago

    Hi,

    I am also experiencing the same issue! Recently moved into a new build flat - the address is registered everywhere I can see (Royal Mail etc). There is a Virgin Media box installed inside the property however VM is saying that they cannot service the address??

    Any help is appreciated.

    Thanks!

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    5 hours ago

    The government requires builders to provide for broadband connection to all new homes. That will mean wiring them up for one or more of the providers like Openreach or Virginmedia.  But if the chosen network/s is not available out in the street then there is nothing to connect to. 

    As a private company, VM02 doesn't have to connect you if they don't want to. Openreach, which is used by most other suppliers like Sky and EE, has more responsibility to connect, so they might have fibre there first. 

    https://www.gov.uk/guidance/new-build-connectivity-information-for-developers

  • Tudor's avatar
    Tudor
    Very Insightful Person
    5 hours ago

    Sometimes this happens when the local street cabinet is full and VM cannot make any new connections.