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Sasan65's avatar
Sasan65
Joining in
4 days ago

Service unavailable at address

We moved in 2 years ago and we had VM booked for our first week. They cancelled and told us they can’t supply the service. Our next door neighbour that we share a walk with has Virgin broadband and in fact their cable sticks out on our side of the fence. We have spoken to at least 6 people at Customer service and they have been incredibly Unhelpful. No one is telling me why I can’t have the broadband. It’s impossible to get a reasonable response. So as a last resort I am hoping someone can help in the community. I desperately need the service for my work.

[Mod Note: Title updated for clarity]

unavailable service

6 Replies

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  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    2 days ago

    Hi Sasan65 

    Welcome to the Community Forums. 

    So sorry to hear you're installation has been cancelled. This can be for a number of reasons, such as permissions or the amount of work that is needed to provide service to the property. We can assure you that the team would have looked at every avenue to see if your home was serviceable before cancelling your installation, and marking the property as unserviceable at this time. 

    There isn't anything we're able to do on our side, as a site surveyor would have already been out to check the serviceability recently to confirm your installation could not go head as previously thought. 

    The team should have told you the reason for the cancellation, such as the required work that was needed, or a wayleave permission being denied. 

    We can only apologise that we're unable to offer you a service and hope that, in the near future, we're able to offer you a service at your home. 

    • Sasan65's avatar
      Sasan65
      Joining in
      2 days ago

      Hello

      thanks for your response.

      what I don’t understand is how come the next door neighbours whom we share a wall with have it and we can’t. Nobody explained to us. The box with all the cables is literally at the end of our drive. What do we need to do to solve this problem?

      • goslow's avatar
        goslow
        Alessandro Volta
        2 days ago

        By way of an example, some past topics on here have mentioned reasons for refusal including no spare capacity in the street cabinets or over-subscription of the local network resulting in over utilisation problems by adding more customers.

        These won't necessarily be the same reasons for you but if VM is going to mark a property as unserviceable it would certainly help the customer understand if VM did actually provide a reason for refusal.

    • Sasan65's avatar
      Sasan65
      Joining in
      2 days ago

      One more thing Carly

      the refusal was over 2 years ago. So it’s not recent. However we are still being told they can’t give us service. Btw next door neighbours and two doors down and a host of other people have VM. I would appreciate a reason please. We are willing to undertake any work that needs to be done to help with the process. Thanks

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

    Could be any number of reasons. Blocked or overcrowded ducting. Oversubscription. Work that would take the install over budget etc. Unlike Openreach, VM does not have a universal service obligation vested on them, so they are not obliged to provide a service to any particular address.