Forum Discussion

Robb_S's avatar
Robb_S
Tuning in
21 days ago

Unable to get VM, but the rest of the street can

Hi, 

VM installed their cabinets and cabling around 12 months ago and I am now out of contract with my existing provider, only to be told that I am unable to obtain the service, but the rest of the street can despite the newly installed VM cabinet sitting outside my house. 

I've had various answers from different people with the latest I am being told that apparently VM cannot serve my house because the engineering team could not dig through hard stone underground to serve my house. Given the inconsistent answers from various people I have spoken to on the phone, I am taking that latest answer with a pinch of salt.

I am banging my head against a brick wall and being met with 'computer says no' rather than getting to the real reason, so I am wondering if there' a way to contact anyone from VM or submit a form so that someone with the right knowledge or department can assist on this and confirm whether my address just hasn't been updated on the VM system or if there is a concrete answer as to why I can't get a service yet the rest of the street can?

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    21 days ago

    Actually the excuse about digging through hard stone might be true.    Virginmedia pay a third party contractor to do the outside work, and they have a fixed budget.  If it's going to be too expensive or need special tools they will walk away.

  • Robb_S's avatar
    Robb_S
    Tuning in
    19 days ago

    Hi, thanks for replying. 

    I appreciate that it might be a true statement, however it seemed to come across as a generalised statement rather than the actual reason, especially when they were digging up all the roads in the estate at the time and connecting cabinets, it didn't seem to be an issue that point and when I enquired at the time (I had several people at the door during this period) they indicated that everyone should be able to connect once it is all up and running. 

    It's frustrating and since nobody at virgin seems to want to help except pass me off from one department to another, it doesn't really give off a good impression for prospective customers. If this is definitely not an issue with the systems not being updated, then I will accept it but I don't think I should have to do the run-around to find an answer. 

    • Carley_S's avatar
      Carley_S
      Forum Team
      16 days ago

      Hi Robb_S 

      Welcome to the Community Forums. 

      Sorry to hear that we've not been able to install services to your home. Though rare, this can happen due to a multitude of different reasons. 

      If the team have already been out and assessed, this is not possible, then there is nothing else we're able to do, unfortunately. I know that isn't the ideal response. 

      We can assure you the team would have investigated this fully and looked at every available option to service your property, but as of right now, that isn't possible due to the work that would be required that you've been advised. 

      We hope that we're able to compete an installation at the property in the future. 

      • Robb_S's avatar
        Robb_S
        Tuning in
        13 days ago

        Hi Carley,

        Just to be clear, I have nobody come round to my house and assess the situation. I simply called up and was told my one person that someone would need to come out to do an assessment, then I was passed through to technical support who in turn told me that they couldn't send someone out so then they put me on hold and spoke to the cancellation team and then told me that I might not be able to get it because of difficulties digging into the ground - it was all really speculative rather than a firm or reasoned decision. 

        If it is possible to have someone come out to assess the situation and confirm whether I am able to receive broadband or not, then I would very much appreciate that.