Forum Discussion

TOD7's avatar
TOD7
Joining in
7 months ago

Broadband Unavailable to me but both of my immediate neighbours have it??

Hi,

I am trying to get Broadband from Virgin, most of the houses on my road have broadband with Virgin, both of my immediate neighbours have it but I am apparently not able at the moment. 

Can you please shed some light on this for me, one of your contractors was out at my property 2 weeks ago and carried out works to get this sorted but still nothing.  You went to the bother of sending out this contractor to get my business but if you can’t give me any indication of when I might be able to get service I will have to go elsewhere.  I have rang your Sales team at lease 8 times since June, holding for at least 30mins each time, was on the phone 1.5 hours yesterday and an 1 hour today and all I’m being told is to be patient …. I think 4 months is very patient.  

Please can someone review this and give me a better response than I just need to be patient??

 

Thanks,

 

Tracy

  • TOD7's avatar
    TOD7
    Joining in
    7 months ago

    Ні,
    I am trying to get Broadband from Virgin, most of the houses on my road have broadband with Virgin, both of my immediate neighbours have it but I am apparently not able at the moment despite the fact that VIRGIN cables run across the front of my house.
    Can you please shed some light on this for me, one of your contractors was out at my property 2 weeks ago and carried out works to get this sorted but still nothing. You went to the bother of
    sending out this contractor to get my business but if you can't give me any indication of when I might be able to get service I will have to go elsewhere.
    I have rang your Sales team at lease 8 times since June, holding for at least 30mins each time, was on the phone 1.5 hours yesterday and an 1 hour today and all I'm being told is to be patient ... I think 4 months is very patient.
    Please can someone review this and give me a better response than I just need to be patient??
    Thanks,
    Tracy

    • Matthew_ML's avatar
      Matthew_ML
      Forum Team
      6 months ago

      Hey R0D7, thank you for reaching out and I am so sorry to hear about this, also a warm welcome to the community.

      Can I just check something before we look into this.

      When these people come round, did they advise anything to you or give you an date when they would know?

      Did they say anything to you on the day at all?

  • Kath_P's avatar
    Kath_P
    Forum Team
    6 months ago

    Hi Tracy, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you've had some issues with getting an answer. From here, we're only able to arrange a spotter to come out to check to see if having services is possible. It sounds as though the sales team have already done this based on what you've said about a contractor coming out. 

    If it's decided that works can be carried out to get you connected, this can take up to 12 weeks to arrange, plan and complete. Once a spotter has been out, they will report their findings to the team who will start to plan the work. 

    I'm afraid there isn't a way for us to expedite the response but someone will be in touch to confirm things as soon as they can. 

    Apologies for the inconvenience caused. 

    Thanks,