Forum Discussion

SpenB9's avatar
SpenB9
Joining in
2 years ago
Solved

Service Availability - Address Issue

Hi All,

Virgin Media infrastructure was recently installed in our area and residents have been getting connected for the last 3 months or so. On the postcode checker - everyone on my street has availability, but not my property. All the neighbours who are served from the same telegraph pole (the connections are overhead lines) also have availability showing and some have signed up already, yet my address is still showing unavailable.

I've come across a couple of posts in the community forum where people have had the same issue, and it seems only moderators/admins are able to have the issue updated in the database. Is there anyone who can help with my case please?

I did already try to ask for help using the WhatsApp channel but have had no response since I raised the query yesterday.

 

TIA,

Brett

  • Matthew_ML's avatar
    Matthew_ML
    2 years ago

    Hey SpenB9, thank you for reaching out and a warm welcome to the community I am sorry to hear this.

    We can look at filling out a form for you but this then can take up to 14 working days for a reply, will send you a PM now.

5 Replies

  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    2 years ago

    Hey SpenB9, thank you for reaching out and a warm welcome to the community I am sorry to hear this.

    We can look at filling out a form for you but this then can take up to 14 working days for a reply, will send you a PM now.

  • JOHN-G4SKU's avatar
    JOHN-G4SKU
    Joining in
    24 days ago

    I have the same problem?

    My postcode, SG19 1BJ has four houses and a sheltered housing scheme consisting of  41 flats plus communal areas, That is 41+ potential customers for Virgin Media?

    All four of the houses are connected to Virgin Media, but the sheltered housing scheme is not?

    The street cabinet is only 60 metres away on the street corner, and has recently had an additional smaller cabinet and cable chamber installed adjacent to it.

    The cabling in my street, was originally installed by NTL in the 1990's and subsequently taken over by Virgin Media.

    The scheme that I live in was built in 1980, and originally owned by the Royal British Legion, and was bought out by my current landlord Housing 21, some years ago. I have been informed by Housing 21 that they have no objections to Virgin media installing the necessary cabling and equipment in this scheme.  In fact, Virgin Media is already installed in other Housing 21 properties wherever Virgin Media offer their services.

    I have tried numerous times to try to find out why my scheme was not included in the initial infrastructure installation, and to why Virgin Media will not connect me, or any other resident despite numerous attempts to get them to do so?

    I am told by customer service agents that this is because Virgin media is not available in my area, which it clearly is, as the four houses in my street are connected. This explanation is just what they have read off their screen, and they tell me that there is no one they can transfer me to, to explain this anomaly?

    I do hope that there is someone on this forum that can either explain to me why my scheme is not connected to Virgin media, why they will not connect me, or give me the contact details of the person who can?

    Thanks in advance.

    John.

     

     

     

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

      Hi JOHN-G4SKU 

      Thanks for posting and welcome to the community. I'll send you a PM now to assist further.

      Best wishes.

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    24 days ago

    Most likely a Commercial decision.  The cab is 60 Metres away, that's a lot of expense, time and permits with no real guarantee of getting customers.