Forum Discussion

meetrituraj's avatar
meetrituraj
Joining in
9 months ago
Solved

Virgin media boradband available next door but not connected to new property

Hi,

I am planning to move to new house by mid march 2025. It's a new build house but there are no vergin media broadband cable connected to the property. I have enquired to near by houses even the next door has virgin media broadband which means virgin is servicing that area and the new property just need to be connected. With this regard I spoke to the developer/builder as well and they informed me that they have ducts and other things ready for virgin to provide connection inside the new house, so accordingly I called your move team but looks like they are telling that the area is not serviceable which is far from the reality.

Being a customer of virgin media for last couple of years I could like to continue to have same service in the new property as well. Hence seeking out help here if anyone from virgin could help me here would be great

Broadband
FttC
FTTP
move in
move out
new connection
new property
unavailble
VIRGIN
  • Robert_P's avatar
    Robert_P
    5 months ago

    Hello meetrituraj

     

    Thanks for posting in regards to taking our services but issues getting this looked into, we appreciate you raising it to us via the forums.

     

    Although engineers do complete installations the property would need to be checked to see if this is possible. These aren't completed by engineer but by what we call 'spotters'. Happy to take some details from you to arrange this.

     

    I will send you a Private Message, please keep an eye out in the top right when signed into the forums for the envelope. This is where you will be able to find my Private Message and be able to respond.

10 Replies

  • meetrituraj's avatar
    meetrituraj
    Joining in
    6 months ago

    Hi VM team,

    is there a way to find the contact of loacl virgin engineer to request a site visit. In a few other posts where people mentioned that they were able to get connectivity issue sorted after contacting a local VM engineer. any help would be appreciated 

    • Robert_P's avatar
      Robert_P
      Icon for Forum Team rankForum Team
      5 months ago

      Hello meetrituraj

       

      Thanks for posting in regards to taking our services but issues getting this looked into, we appreciate you raising it to us via the forums.

       

      Although engineers do complete installations the property would need to be checked to see if this is possible. These aren't completed by engineer but by what we call 'spotters'. Happy to take some details from you to arrange this.

       

      I will send you a Private Message, please keep an eye out in the top right when signed into the forums for the envelope. This is where you will be able to find my Private Message and be able to respond.

  • meetrituraj's avatar
    meetrituraj
    Joining in
    9 months ago

    Tried speaking to moving department requesting for a spotter but they are saying the same thing again and again that the area is not serviceable, so they can't send a spotter.. not sure how better can I explain them that VM is providing service to the houses on the left and right side of the property

    Wish for a VM person to take a look

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      9 months ago

      Hey meetrituraj, thank you for reaching out and I am sorry to hear you house isn't serviceable.

      Even know next door could have our service this doesn't mean you can.

      If the team have advised this that will be the case for now.

      This may mean however your house is on the list to get services but we could be waiting to get permission for this. 

      You can keep updated here 

  • meetrituraj's avatar
    meetrituraj
    Joining in
    9 months ago

    According to https://www.virginmedia.com/broadband/postcode-checker the new address exist. I see this message "We're so pleased to hear you'd like Virgin Media. Whilst we're busy expanding our network, it looks like we're currently unavailable at xxxxxxxxxxx address but we can keep you posted!"

    Note: Hiding the address because it is a public forum.

  • meetrituraj's avatar
    meetrituraj
    Joining in
    9 months ago

    Thanks for your response... I checked and the address exist in royal mail. there are two existing properties on the left and right side of this new property, both of them have virgin media broadband cable connected. It feels like a virgin engineer need to just connect the new property

    • goslow's avatar
      goslow
      Alessandro Volta
      9 months ago

      Next check if your new address appears on VM's own postcode checker. Sometimes VM's database needs updating to match the RM version

      https://www.virginmedia.com/broadband/postcode-checker

      Sometimes there are technical reasons why you might not be able to get a connection. Sometimes VM may not be willing/able to expand any more connections in a particular area.

      A VM person should get to your topic and reply here within a few days. They might offer help or they might tell you to call the sales number 0800 183 1234 and request a spotter to assess the new build site. Whether VM decides to send anyone out to take a look seems to be a bit random.