Forum Discussion

andE99's avatar
andE99
Tuning in
14 days ago

Virgin Business > Residential, but address missing from service checker

Hi there,

I'm looking to move from VM Business to residential packages but when I look to take a new package out, my address is missing from the database. 

I've spoken with customer services and they were unable to assist as the they could not find the address on their system so could not proceed.

Surely if I have VM Business broadband at the moment, I can also have residential coverage?

Cheers.

  • andE99's avatar
    andE99
    Tuning in
    14 days ago

    I should mention that we're using RFoG infrastructure and not a leased line.

    • Buffer6's avatar
      Buffer6
      Legend
      14 days ago

      It sounds frustrating to be stuck in this situation. If you already have VM Business broadband, it seems logical that you should be able to switch to a residential package. Here are a few steps you can take to resolve this issue:

      1. Contact Virgin Media Support Again: Sometimes, different representatives have different levels of knowledge and access. Explain your situation clearly and ask if they can escalate the issue to a higher level of support.
      2. Verify Infrastructure: Ensure that your current setup is compatible with residential services. Since you mentioned using RFoG infrastructure, it should be possible to switch to a residential package.
      3. Request a Site Survey: Ask Virgin Media if they can send a technician to your location to verify the infrastructure and update their database accordingly.  Business premises or property are usually considered non-residential. 
      4. Consider Alternative Providers: If Virgin Media is unable to resolve the issue, you might want to explore other broadband providers in your area.
      5. Forum Team Help: Or wait for one of the forum team to offer help, it could take a few days before they get back to you.
  • andE99's avatar
    andE99
    Tuning in
    7 days ago

    Consider alternative providers? I think that's a bit of a cop out just because Virgin can't recognise my address!

    I've spoken with VM support again and they just are not able to proceed. I've asked for them to escalate it for them to say that it cannot be done. I'm not exactly asking for them to place me on the moon!

  • Steven_L's avatar
    Steven_L
    Forum Team
    5 days ago

    Hello andE99,

    Welcome back to the Community and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having trying to take a residential account with us. Have you heard anything further from the team since your last post on Sunday?

    Kind Regards,

    Steven_L