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Haggi123's avatar
Haggi123
Tuning in
26 days ago

Who can help?

Hi there I would like someone from virgin to help me out. I'll try and be brief. My street was networked (dug up) in summer 2022. All the infrastructure was put in and I was recieving emails (after registering my interest) about when it was going live and even had a countdown email saying we're going live in 72,48 and 24 hours then 2 delayed emails. Then absolutely nothing. The website then changed to Wer not available in your area and after well over 20 phone calls to the sales team, whom every time you phoned would say were not in our area ..... Then eventually last year someone on here gave me a different "sales" number and they actually listened to me and would come back and say yes we are in our area but not your address but we will send and engineer out to check why and get back to you.... That never happened and that was over 4/5 times this was said. Then I eventually got someone who said it was to do with my street having 2 postcodes G650EZ and G650EY. And only a handful of addresses in both postcodes (same street) can get virgin . My question is who do I go to in higher management to sort this out. I have a virgin manhole cover right outside my door and I watched them dig up my whole street over the months so I know they are there and have the emails saying they were on there way.  Thanks in advance. 

6 Replies

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  • Martin_N's avatar
    Martin_N
    Icon for Forum Team rankForum Team
    23 days ago

    Hi Haggi123,

    Thank you for your post. We're very sorry to hear about the services being ready on your street. 

    To confirm, have you had anyone out to check over this?

    ^Martin

  • Haggi123's avatar
    Haggi123
    Tuning in
    19 days ago

    No because I have the never ending circle of arguments when I phone with Virgin telling me their not in my area ..... Then when they check another address I give them that I know has virgin or at least can get virgin they tell me an engineer will be out to check and survey my address. But I never get a text or email to confirm this and to my knowledge nobody has ever came out to do this .

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      16 days ago

      Hi Haggi123, 

      We're sorry to hear this is ongoing for you. If the teams have done a recent survey, then they won't do more as they would have already updated the system to advise whether it's possible or not. As you've been told it's not currently available, this isn't something we can change. 

      Once the infrastructure has been laid, there is a lot of back end work required to connect everything up. As there were delays, it's likely that the work to get things completed went wrong and the teams have abandoned things. 

      For now, you would need to source a different provider. As you've already registered your interest, if and when things do become available, they'll reach out to you. 

      Many thanks, 

  • Client62's avatar
    Client62
    Alessandro Volta
    18 days ago

    When VM's ground works were completed in 2022, 
    was a connection box installed near the boundary your property ? 

    It might look like these and be seen in the pavement or as we have on a grass verge. 

     

     

     

    • Haggi123's avatar
      Haggi123
      Tuning in
      13 days ago

      Yes those boxes(the one with Virgin on it) was put at every point of entry at the end of our paths to our houses. And also 2 new grey cabinets were installed. The fact that my street has 2 postcodes and some people in mystery can get it is very frustrating and @Kath_P I am disappointed in virgin's response to this as I have stated and am sure you are aware you are in my street and are definitely able to serve those addresses and mines but it's actually to do with cost as my whole close would need to be wired simultaneously, and this is the real reason. I have emailed the local and Scottish government in regards to this as my street is classified as a rural area when to indeed is not. It's only cos it's flats and they are not old flats by any means. @Client62 thanks for replying.