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Why can't I get virgin media both neighbours have it?

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Both neighbours have virgin media installed. But I've been told that I can't receive any services. I've contacted virgin 4 times, they were supposed to call me back. But never do. Every house on the road is listed when you check to see if you can get the service except mine. 

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Hi @sleeves007 thanks for your reply, not a problem.

As soon as we hear back from the team regarding this, we'll let you know ASAP.

Many thanks


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Hello, another one here. 

All the houses on my street can get services, as can the houses on the adjoining streets.

My address is not listed at all, so I filled out the online form, but have never heard back from anyone.

I am a fully detached house with frontage onto the road, so either my house is missing from your database or the property was never cabled for some reason.

Can someone help please?

Hi SteveMcD1 👋

Thanks for posting, and a warm welcome to our Community Forums.

I'm sorry to hear you're having some trouble with the serviceability of your property, and it being recognised online. The serviceability of a property depends on various factors. Whilst the cabling may be in place in the nearby homes, there may be no space in your local cabinet, or in previous instances, we have checked and we need to go through a neighbour's property, and this has been refused. 

I'm going to send you a private message, so I can assist further with this. Please look out for it in the top-right, white envelope or by tapping your profile picture and selecting the "My Messages" tab.


Reece - Forum Team

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Still nothing heard from customer services at all.

Our apologies you still haven't heard back. I will reach out to the agent who sent this off for you to see about an update. 


Hi Martin I have a similar issue. My street has virgin available and all houses except mine and my next door neighbour are told on your website it isn’t available. I literally have a virgin media mini manhole at the start of my drive?

Hi there markstokes2012,

Thanks for your post and welcome to the community.

Just so we can get the team to investigate this for you I've dropped you a PM.

The message will appear within the envelope icon.



Thanks for your cooperation over PM markstokes2012,

This has now been sent off to the necessary team to review the matter.

If you do have any future queries then be sure to pop back up to the team for further assistance.



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I'm in the same situation. Had cabling installed directly to my house many months ago and a letter through the door saying virgin is available but the online system doesn't register my address as having access to virgin (although does for my neighbours)


Can anyone help please?

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

I will reach out via PM to take some details from you so we can look at getting some paperwork raised so the specialist team can reach out. Cheers 

Matt - Forum Team

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