Forum Discussion

Que_T's avatar
Que_T
Joining in
27 days ago

VM not available at my address however is at all other properties surrounding me

I have just moved into a new build, looking at comparison sites for broadband many find my address and advise that virgin is avalible however when I'm redirected to the VM site it is not showing my address to select from. However, my neighbours addresses are showing up . I have registered the address on the royal mail website as it is a new build however I am unsure why surrounding houses can get VM but i cant. Id understand if the properties further in one direction were not avalible as the cabling may not be up to my address however the houses either direction can or do have VM.

Slightly frustrating, when I spoke to two VM agents they were not able to help me nor were they interested in getting an answer. From looking at previous discussions this is not the first time it has been raised.

 

4 Replies

  • mdc82's avatar
    mdc82
    Joining in
    26 days ago

    I've had a back and forth for the last month regarding a similar issue, they cabled my entire road and all the side roads off of it, apart from my side, no explanation for it, assume it's to do with planning but for some reason the team won't say why, after months all I got was "you have not been cabled" 

    Very helpful! 

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

    Hi Que_T, 

    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 we're not available at your address currently. This can happen for a number of reasons and isn't something we can change I'm afraid. You could try speaking to the Sales Team, advise them of the situation and they can check if we can arrange a survey visit. You can reach them on 0800 183 1234.

    Many thanks, 

    • Que_T's avatar
      Que_T
      Joining in
      14 days ago

      Thank you I recently had a call and was advised I needed to contact royal mail get my address on their list as you couldn't see a reason why I was unable to have VM. I've since done this and royal mails list has been updated over 7 days and still yet your website has not been updated. 

      I'm frustrated as I was hoping to take advantage of the BF deal. Its not what you expect from a big company from yourselves Many others have updated and Ian unable to use my EV charger without Internet. 

      Genuinely poor service, I didn't wish to may this a thing but not seamless as I had hoped and unnecessary as it's a matter of an address updates which from what I've been told by your Cs advisor would only take upto 5 days. 

      • Sabrina_B's avatar
        Sabrina_B
        Icon for Forum Team rankForum Team
        12 days ago

        Thanks for the update Que_T if you would like to join us in a private message we can grab some details from you and take a further look. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.

         

        Thanks.

         

        Sabrina