Why can't I get Virgin when my neighbour has it

[janeh1]

I'm a Virgin customer at the moment and am moving house in 2 weeks.  My new neighbours have Virgin but my new address isn't on the drop down list when checking the services available.  Having spoken to Virgin a number of times, they've promised to do a drive by to check availability at my new address, but I've now chased twice only to be told it hasn't been done yet.   After my last call the  customer service rep left me with no choice but to cancel my subscription - luckily having been with you for 5 years, I'm out of my contract period.  Would really appreciate some help with this as I would rather stay with Virgin.

[Gareth_L]

Hi janeh1

Thanks for your post 

Sorry to hear the new address is unservicable 

It could stem down for all manner of reasons 

If I can send you a private message to get the a address details 

I can have a look for you 

If you can check the purple envelope top right of your screen that would be great 
Regards     
Gareth_L

[Gareth_L]

Hi janeh1

Thanks for those details 

Sadly the new property was deemed non serviceable a while ago

It requires a dig and new cable run to the property 

The cost to do this is not beneficial for the services that may be installed 

Sorry to be the bearer of bad news

Gareth_L