Forum Discussion

KyleMcM's avatar
KyleMcM
Tuning in
21 hours ago

New TV service wanted!! Availability Checker (Residential vs Business)

Can someone at Virgin Media please PM me. I have Virgin Media at my property, it's a residential property, and I have an active account with Virgin Media broadband services being provided. The VM account was originally setup as a Business account (property is residential). I would like to have VM TV, however I need a Residential account for this.

For some reason VM don't recognise the address as being available for VM services, although we do have VM already at the property. No new cables, connections or infrastructure is required. I just need VM to recognise the property as being serviced so I can order VM TV. 

I've contacted VM via phone both residential and business, neither seem to know how to help or what to do, after many hours of conversations I'm no further forward. Please help!!

3 Replies

  • nodrogd's avatar
    nodrogd
    Very Insightful Person
    19 hours ago

    The issue is two fold:

    1. Virgin Media residential & Virgin Business are two separate companies with separate accounting systems.
    2. VM TV services are only licenced for residential premises, so cannot be used in pubs or any other premises the public are likely to be allowed access to.

      Virgin Business will have to remove the address from their database so it can be added to Virgin Media residential.
  • KyleMcM's avatar
    KyleMcM
    Tuning in
    14 hours ago

    Thank you @newapollo I have both a house name and house number and both show separately at Royal Mail. However it is one single detached house (not a new build/flat/conversion etc..) that has never had a business function/association. The reason the business account was created in the first place, rather than residential, was to get the connectivity sorted. VM Business have mechanisms to quote and rectify issues with infrastructure that residential won't deal with. 

    @nodrogd If put the post code in the VM Business checker, it finds the address with just the number and recognises this is available for service. If I put the post code into the Residential checker, it finds only the address with the house name, not number, and recognises this as not being available for service.

    I believe the issue is due to VM initially doing a survey as Residential, marking it as not serviceable due to previous infrastructure issues (blocked ducting in the road), which was fixed by VM Business, making the property servicable. VM Residential just need to update their records for the address (house name) that appears on the Residential checker.

    I just cant seem to get anyone at VM to help (via phone).