Forum Discussion

Hambo27's avatar
Hambo27
Joining in
3 years ago
Solved

Residential address registered as business address

Trying to sign up for broadband and tv but cannot because the property according to virgin media is a business address, it is a 3 bedroom terrace on a residential street 

how can I get this sorted?

  • Sjrm95's avatar
    Sjrm95
    3 years ago

    Just wanted to post an update here in case anyone else needs help - big thanks to VM-Jon who was able to change my address over from being a business address to a residential address, and then again for escalating it once it didn't immediately work. other people said they couldn't help but there definitely seems to be a solution - thanks again!

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

    Hi Hambo27 

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

    Please accept our apologies for the difficulties you are having, this situation can arise where a customer has previously had business services at the property. 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.

    Thank you

    Jon

    • SteveVM's avatar
      SteveVM
      Joining in
      3 years ago

      Hi,

       

      I have a very similar problem; the flat I have moved into has a virgin box on the wall but its not on the list for residential services. The flat is above a shop that uses Virgin Media so I have been advised that the whole property has been registered as a business location. I was advised by Residential Sales that I need to get the business arm of Virgin to split the flat out so that its on the residential list. I have tried to contact Virgin business sales but I was on hold for an hour and couldn't wait for an answer any longer. 

      I have also tried a Business Live Chat but was told I have to phone. Rather than phoning again I wanted to confirm that there wasn't another method for getting my flat on the residential list again.

      Thanks

       

      • VM-Jon's avatar
        VM-Jon
        Problem sorter
        3 years ago
        Hi SteveVM

        Thank you for reaching out, welcome to the community.
        The situation you describe can be quite common where a business property has a residential flat. In this situation we would need to either split the property into two separate entities or convert the business to residential as long as the business is not in use and no longer exists.

        I am happy to support you with this and speak to the right department to get things moving for you. Please keep an eye out for a private message from me.

        Thank you and thank you for your patience.

        Jon
    • hopeys's avatar
      hopeys
      Joining in
      3 years ago

      Hi Jon,

      I have a similar problem, my house is not showing on the postcode checker but it is showing on the business checker. All the street and neighbours have virgin.

      Any help would be appreciated.

       

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

        Hi hopeys ,

        Thank you for considering joining us, I am more than happy to help.

        I will drop you a private message and see what can be done for you.

        thank you

        Jon

  • rabh's avatar
    rabh
    Joining in
    12 months ago

    As per the others on this thread... my address is registered as a business one, but I'd like to get residential services (it is just our 4 bedroom house, not an office).

    Are you able to help @vm-john?

    • rabh's avatar
      rabh
      Joining in
      12 months ago

      As an update, amazing turnaround from Jon and team - this was all sorted for me to go ahead and place my residential order this morning.

    • Daniel_Et's avatar
      Daniel_Et
      Forum Team
      12 months ago

      Hi rabh, thank you for your query.

      I can see you've spoken to the team since you posted. Has this now been dealt with?

      Regards,
      Daniel

      • rabh's avatar
        rabh
        Joining in
        12 months ago

        Thanks for checking Daniel. I'm just waiting for a callback from your team to process my order, and get my install date booked in.

  • rabh's avatar
    rabh
    Joining in
    12 months ago

    Actually Zoie can you help... I've been told that my order is awaiting the completion of outside works, and the cable to be pulled through. However all that was done under our business order, and the cable was pulled all the way through to the brown box on the outside of our house. The customer service rep on the standard customer service phone number that I just rang, said that he can't see any outside work showing as done.

    Are you able to help? It looks like it is blocked, pending outside work which doesn't need to be done.

    • Kath_P's avatar
      Kath_P
      Forum Team
      12 months ago

      Hi rabh, 

      Thanks for coming back to us on this. The business and residential side use different cables so anything that was done previously on a business account would be null and void I'm afraid. The team will need to lay the correct cables to allow your residential installation to go ahead. 

      Once the team has completed this work, the installation will then be able to progress for you 😊

      Thanks,