Forum Discussion

Mattp5's avatar
Mattp5
Joining in
2 months ago

Fibre Connection not available at my address

Hi, 

I’ve enquired about having fibre installed at my property before, engineers have came out a couple of times, but said it can’t be connected at that time, no real reason has been given, was presuming it’s something to do with cost. 

was told someone would contact me but no one ever has 

the strange thing is, all virgin equipment is currently on my land, (which I signed a wayleave agreement for With virign!) and services my only two neighbours on my cul de sac 

would anyone have any ideas as to why that is? 
have tried a to contact customer services a couple of times but couldn’t get through. 

thanks 

6 Replies

  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    2 months ago

    Do your neighbours actually have a "fibre" connection and not an old DOCSIS co-ax connection ?

  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    2 months ago

    Hi Mattp5 

    Welcome to the Community Forums. 
    Sorry to hear that the engineers have advised that services would not be possible at this time. 

    Can you advise when this was? If it was recently, then the teams wouldn't be able to send out any further 'spotters' to see if services were possible again for you. 

    • Mattp5's avatar
      Mattp5
      Joining in
      2 months ago

      Hi Carley, 

      this was probably about 18months ago, I spoke to one of your customer service agents and he said it could be due to budget, but would be in touch. 
      gave me a “credit” to my non existent virgin account for about £300, which is useless!
      and have heard nothing since, so gave up trying. 

      as mentioned, all virgin equipment is on my land for my two neighbours, but find it very strange and unfair  that I can’t be connected

      Thanks 

  • Mattp5's avatar
    Mattp5
    Joining in
    30 days ago

    Hi, 

    no, the neighbours have a full fibre connection,live  near south London 
     the equipment is on my land about 10 metres away from my front door, which virgin regularly come and dig up when there are problems! 

    just very frustrating when you feel like you have to battle a bit with no answers from anyone and you get a bit ignored. 

    • Vikki_M's avatar
      Vikki_M
      Icon for Forum Team rankForum Team
      28 days ago

      Hi Mattp5,

      Thanks for your response.

      Can you advise please when we last sent engineers to check if your property was serviceable? 

      Was this recently? 

      Please pop back to us when you can.