Forum Discussion

gavBroadband's avatar
gavBroadband
Joining in
4 months ago

Virgin Media available, but I can't book an installation

I have begun renting a newly converted flat, there is a cable in the wall for Virgin media already installed. I just need a technician to come and install the router and activate the connection. However, because the address is not explicitly listed on the virgin media website and our neighbour already has a live connection I am unable to even make a booking. I can verify that Virgin services the building, as a virgin broadband connection was used during the conversion of the property and our neighbours (in the same building) have a connection.

We live at BuildingName flat 2 on MadeUpRoad, our neighbours on BuildingName flat 1 on MadeUpRoad. I believe their connection is simply listed as BuildingName, MadeUpRoad. Because of this, any technician booking I make for the same address is immediately automatically cancelled. I have tried to explain this over the phone, however the call centre staff either did not care or did not understand and I found myself disconnected with no solution.

I desperately need a usable broadband connection and Virgin remains the only serviceable option, are there any options to get a technician to the flat quickly or someone else I can talk to get the address issue fixed? 

  • carguy143's avatar
    carguy143
    Dialled in
    4 months ago

    I work for another ISP and we had this issue a lot.

    Your address needs to be registered officially with Royal Mail if it isn't already. Once this is done, Virgin should be able to update their records and you should then be able to place an order.

    The way to tell is to go on royalmail.com and search for your address on their find an address/postcode tool. If your address isn't listed there should be something along the lines of "address not listed? Click here" and it will take you to a form to fill in with your address details. 

    • gavBroadband's avatar
      gavBroadband
      Joining in
      4 months ago

      I've just double checked on the royal mail website, our address is clearly listed, specific flat number and all. Do you know who I can contact at virgin media to have them update their records?

  • Client62's avatar
    Client62
    Alessandro Volta
    4 months ago

    Beware of an 18 month VM Contract if that the exceeds the length of your tenancy agreement.

  • Zach_R's avatar
    Zach_R
    Forum Team
    4 months ago

    Hi gavBroadband,

    Thank you for your posts and welcome to our community forums. We're here to help.

    I'm sorry to hear that you're having some trouble registering with your current address. I'm going to send you a private message shortly. Please respond to that with some further details when you can.

    Thanks,