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.

Hi, some background info before an answer of sorts....virgin use their own cables etc, so totally separate to bt. This means virgin need to have cables running past your property which they can tap into and run to your house. Note all other providers piggy back on bts lines.if your neighbours have virgin, this means you probably will be ok. I say probably as i have virgin as i have a frontage to the main road and virgin ran a fibre cable up my garden to my house. One neighbour also has main road access and has virgin. The other neighbour has no main road access and cant access virgin (unless virgin invest in running fibre into the housing estate itself, not likely for now)so, if your property has direct acces to wherever your neighbours cable goes to, you can get virgin. It must be direct access, not through someone elses property..assuming you do, then virgin ought to be ok.....i say ought as their systems may not recognise you have access. I had to convince virgin i had main road access when i originally moved from bt....Good luck talking with them 🙂

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

451 Replies

th3rdroc
On our wavelength
6 years ago
Hi, some background info before an answer of sorts....
virgin use their own cables etc, so totally separate to bt. This means virgin need to have cables running past your property which they can tap into and run to your house. Note all other providers piggy back on bts lines.
if your neighbours have virgin, this means you probably will be ok. I say probably as i have virgin as i have a frontage to the main road and virgin ran a fibre cable up my garden to my house. One neighbour also has main road access and has virgin. The other neighbour has no main road access and cant access virgin (unless virgin invest in running fibre into the housing estate itself, not likely for now)
so, if your property has direct acces to wherever your neighbours cable goes to, you can get virgin. It must be direct access, not through someone elses property..
assuming you do, then virgin ought to be ok.....i say ought as their systems may not recognise you have access. I had to convince virgin i had main road access when i originally moved from bt....Good luck talking with them 🙂
- LenOLondon
  On our wavelength
  3 years ago
  If Virgin Media can't be bothered to cable your estate, then there's 2 suggestions.
  1. All cable franchises were issued to a company that over time became a subsidiary of Virgin Media. Each franchise was given a time limit to cable everyone in that franchise area. I think it was often 5 years. In some areas they got the franchise and never lifted a paving stone or dug an hole. Worth looking into?
  2. In many areas firms like City Fibre are installing an alternative Openreach/BT free network. many telecoms firms run there services through this way like Vodafone do. Vodafone landlines and internet is the continuations of the former Mercury Communications. I used Mercury over a BT line in London before Cable London installed a line.
- kapilvarshney
  Joining in
  2 years ago
  Hi,
  I am confused as hell why my neighbours can get Virgin Broadband, but I can't. I know cabling was done in front of my house 6 years ago and all houses can get VM. I was on call with call centre and she was clueless and said I need to register interest. This is just bizzare. How do I expedite it?
  - Molly_T
    Forum Team
    2 years ago
    Hi Kapilvarshney 👋 welcome to community! Thank you for posting.
    
    Sorry to hear about your current availability of services. It may be that you would require a site visit from the team to ensure services are available for you. We can request that a further investigation is made and you are re-contacted with an update.
    
    We will just need to send you a PM to confirm a few account details so we can arrange this for you.
    
    I will do this for you now - you can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!
    
    Wishing you all the best. 🌞
Zak_M
Forum Team (Retired)
6 years ago
Hi there Thora

Welcome to our wonderful forums.

What th3rdroc has said is spot on, in addition to this there could be a few other factors that could stop this but at the moment there is no point dwelling on those, What I am going to do is drop you a PM for some of your details so that I personally can take a closer look into this.

Kind regards

Zak_M
- samw2
  Joining in
  6 years ago
  Hi Zak,
  In a similar situation here. We live in a victorian terrace, and both the flat immediately below us and next to us can both get virgin fibre, but apparently we can't. Our front door is a matter of centimetres away from our neighbour so this seems particularly weird. Understand there might be restrictions on the engineers checking at the moment, but any chance you could take a look? Can PM you a streetview of our doors so you can see. With a few more of us working from home on terrible internet we're desperate to get it sorted if at all possible!
  Cheers,
  Sam
  - Edward_W1
    Forum Team (Retired)
    6 years ago
    Hi there,
    
    If your neighbors have got it directly below then I see no reason why you wouldn't be able to get it yourself!
    
    I'll drop you a message for some details and take a look!
    
    Thanks
- samhw
  Settling in
  5 years ago
  Hi Zak,
  
  I am having the same issue. We have a new house built after the rest. Every other house in the close can get services but not us. I tried filling in the form and calling, but nobody is understanding our situation and are just trying to go through the packages that we can't even purchase!!
  Hopefully, you will have some insight on what to do now?
  Thanks
  - David_Bn
    Forum Team
    5 years ago
    Thanks for your post samhw,
    
    Have you spoken to the team company built the property for you?
    
    It's often the case that companies that build a number of properties, have an agreement with Virgin Media and access to exclusive offers.
    
    It may well be worth speaking to them to see if they, not only have offers available to you, but if you can be connected to our network, or if you have already
    
    Kindest regards,
    
    David_Bn
- Bacchi
  Joining in
  4 years ago
  Hello @zak_M & fellow Virgin forum team - I hope you can offer me the same help.
  I've moved into a small apartment building with six flats, all of which - above, below and on the same level - are connected to Virgin Media except mine. In fact all the identical apartment blocks on my road are connected to Virgin Media! Mine is the only sad, solitary apartment that is currently Virgin-less 😞
  To add insult to injury, the external Virgin Media connection box is attached to the wall right outside my flat 😩 - see photo below...
  Taunting me just meters away!
  
  ... And yet I get a "computer says no" response when I put in my details. This is surely a mistake!
  I'm gagging for Gig1 fibre broadband... I want to be bundled up to my eyeballs.
  Please could you look into this for me. My DMs are open!
  - Christy_D
    Forum Team (Retired)
    4 years ago
    Hi Bacchi
    
    I can take a look into this for you
    
    I'll pop over a private message to take some details and we'll go from there
    
    Thanks
    
    Christy
Alistair_H
Joining in
5 years ago
Hi there,
We are in a similar position, our neighbour's house was the show home for a Taylor Wimpey development and ours sits on the footings of what would have been the visitors' car park; however neither of us can get virgin but the rest of our development can. What is even more frustrating is that we can see the green and grey cabinets (side by side) from our house :(.
Is there any help that could be offered? I appreciate things are more difficult in these times so any help would be gratefully received 🙂
- Beth_G
  Forum Team
  5 years ago
  Hi Alistair_H,
  
  Welcome to the community! It's great to hear that you're interested in getting our services; we'd love to have you with us.
  
  I'll be happy to pop you over a PM so I can look into this further for you. Please find my message over at the purple envelope.
  
  See you there,
  
  Beth
  - Shl
    Settling in
    5 years ago
    I too want to switch to virgin broadband, three consecutive neighbors only one door away have virgin broadband, but the website says it's not available to me, pls help
Ocm
Joining in
5 years ago
Hello there,
We are having a similar issue like other users:
We are living in a two flat building, (second floor) when we check the availability it says that the services can't be delivered ( "currently not available in your area" to be specific) but if we check the flat below it says that it is available, alsofalso the buildings beside us.
If we could get some information we will appreciate it.
Thanks a lot
- Tom_F
  Forum Team (Retired)
  5 years ago
  Hi Ocm, thanks for getting in touch.
  
  Accessing flats above ground level can cause problems for a few different reasons so it may not be something we can assist with, but I'd like to take a look and see if we can get any clarification on this for you so please look out for my PM (the purple envelope) and get back to me when you can.
  
  Tom
  - Lkloudy
    Joining in
    4 years ago
    Hi
    I am also having this issue in a terraced flat. We are top floor, but there are people in the stair / at other doors on the street with the services.
    
    we are really keen to go with virgin and would love any assistance / clarification on why we are unable to get the services.
    
    many thanks
- mmcclung64
  Joining in
  3 years ago
  Exact same problem -- the flats immediately downstairs and immediately next door show as service available and mine is not. How can this be? Is the infrastructure here that impoverished? This is the middle of Edinburgh for crying out loud.
  - Daniel_Et
    Forum Team
    3 years ago
    Hi mmcclung64 👋 Thank you for your post and welcome to the Virgin Media Community 😀
    
    In order to look into this for you further, we'll need to send you a private message on here. Look out for the purple envelope in the top right-hand corner.
    
    Regards,
    
    Daniel
Maaak
Joining in
5 years ago
Hi,
I have the same situation. Every house down my road is listed to be able to receive Virgin Media when you check to see if you can get the service except mine. I have the little Virgin Media access hole outside my property and I have contacted Virgin Media loads of times and they even sent an engineer to check once who I spoke and he said nothing is wrong but for some reason the website says I still can't get Virgin media. Please can someone look into this and finally resolve it - I have been wanting to sign up to Virgin Media for months now but it seems it's a situation where the 'computer says no' so I can't get it.

Thanks,

M
- Christy_D
  Forum Team (Retired)
  5 years ago
  Hi there
  
  Thanks for reaching out to us.
  
  I've replied to your other post.
  
  Thanks again
  
  Christy
  - morris461
    Joining in
    5 years ago
    Hello,
    I am having similar issues has highlighted above from other posters.
    i will be moving to new property and would like to keep my package with Virgin. Unfortunately, when I search for the address, (Number 6), it does not list as being able to receive services.
    The strange thing is, numbers 1/3/5/7/9 can receive it, as aswell as every number from onwards 10-50, but the evens 2/4/6/8 cannot. The houses are not new build, and our house no.6 is in middle of both 5&7. It looks like an error but I’ve had no look trying to get an answer.
    Would someone be able to look into this for me please?
    Thank you
    Ben
Hader
Joining in
5 years ago
Hi,
Similar to most responses here, my parents are desperate to improve their broadband speed/provider. I live in the same street and have been on VM for some years now and also their neighbours can both get VM but they can't?
They have until the 9th November to end their current contract and really do not want to renew. Is there anything you can do please?
Best wishes.
- Christy_D
  Forum Team (Retired)
  5 years ago
  Hi there
  
  Happy to assist you with this.
  
  I'll pop you a private message to take some more details regarding this
  
  Many thanks for your post and welcome to the VM Community.
  
  Christy
  - Hader
    Joining in
    5 years ago
    Thanks Christy.
mrm1989
Joining in
5 years ago
Hi, I'm in a similar position to others here
The neighbours next door (2m away) have Virgin but I am not able to have it according to the postcode checker
I am in a 3rd floor flat which I own, but I see no reason why a cable couldn't be run up pretty easily
I'd even be happy to cover installation costs as my current connection is dire! Can I get some help with this?
Thanks
- Christy_D
  Forum Team (Retired)
  5 years ago
  Hi there
  
  Happy to help you with this query
  
  I'll pop you a private message to take some more personal info regarding this and we'll see why it is missing from our system
  
  Many thanks
  
  Christy
  - jcoff
    Joining in
    5 years ago
    Hi Christy,
    I'm in a similar situation as some other posters here, and wondered if you could take a look into my address for me.
    We're a terraced house showing as unavailable, when both neighbours on either side either have Virgin or it's showing as available.
    The house has been unoccupied for many years and I suspect has never had broadband, which may explain it?
    Thanks in advance!
    Jonny
valoa
Joining in
5 years ago
Hi,
I am approaching my last tether regarding my issue here, which sounds very similar to all the others mentioned.
I am moving into a new build property which has it's own allocated postcode, on the same street as everybody else.
Every other property on the street is able to get Virgin Media but mine, according the website.
I have been trying to get this resolved since September 2020, every time I call, I get transferred around and nobody seems to understand the problem or take ownership. I go from Sales > Technical support > Customer Care > back to Sales again, it's an infinite loop.
My last interaction was the 2nd November 2020, and exactly the same as my previous 2 calls in September and October, the person I speak to says "an engineer is going to go out to the property and see what can be done and you will be contacted within 10 working days", that time has now elapsed, for the third time, and no call. I call Virgin media to see what is going on, have my usual merry-go-round of transfers, 2 hours of being on hold later, nobody seems to have any information and I'm given the "10 days" route again.
PLEASE HELP ME, I'm moving soon and something must be able to be done here.
- Alex_RM
  Forum Team
  5 years ago
  Hi valoa,
  
  Thanks for posting and welcome to our community 🙂
  
  I'm sorry to hear you've not been able to get the help you need with this, we would usually send out a spotter to double check if we're able to install.
  
  If you can pop me over a private message with your address I'll email the area manager to see if this is something we can arrange 🙂
  
  Alex_Rm
Tim432
Joining in
5 years ago
Hi,
I'm seem to be having the same problem as everybody else and I am just not getting anywhere with it.
My neighbours are connected to your broadband network, and yet for some reason the property I have just bought, which is in the middle of the road surrounded by those connected is not on your network.
Please can somebody help?
Thanks,
Tim
- Christy_D
  Forum Team (Retired)
  5 years ago
  Good Afternoon Tim432
  
  Please private message me your full address and i'll happily take a look for you
  
  Thanks
  
  Christy
  - svenalp
    Joining in
    5 years ago
    
    Same sad problem here - direct neighbouring house and opposite house has VM, the whole street has it.
    My house and 5 other houses does not, these houses are all part of a new build made from a former police station. Maybe VM was dug down during pre-residantial times for our house when it was unoccupied before it became residential property.
    It is quite sad as both me and wife are working from home and would be so happy with VM internet and TV.
    Can some kind soul please help?
    Kind regards
    Sven
- Tim432
  Joining in
  5 years ago
  Hi,
  Is anybody else able to help out with this please? I sent Christy a couple of messages but never got a response, I'm assuming I got lost in the inbox somewhere.
  Thanks
  Tim
  - Christy_D
    Forum Team (Retired)
    5 years ago
    Hi Tim432
    
    Sorry for the delayed response
    
    I have now replied to your original private message
    
    Thanks
    
    Christy
callashben
Joining in
5 years ago
Hi I have called VM and filled out the details at least 6 times.

The last person i spoke to said oh they have an engineer checking the street as this was recently added (can confirm ground cables outside my property were laid) someone will be in touch

This was best part of a month

The cheeky sod had cheek to ask who my mobile provider was... erm dont want new mobile contract want your internet and tv services lol
Up and down the street its available through the website/checker... fustrating is an understatement
- Christy_D
  Forum Team (Retired)
  5 years ago
  Hi callashben
  
  Happy to take a look into this for you.
  
  I will pop you a private message to take some details
  
  Thanks
  
  Christy
  - SAFC91
    Joining in
    5 years ago
    Hello I'm hoping someone can help me, last year my area had virgin wiring installed and I was told by the people putting it in i'd be able to get it, anyway when it went live I couldn't get it, so I rang up and was put through to somebody who basically said I would have to wait a year for the wiring to lay(not sure this is true as my friends got it a month after so somebody was lying).
    Now ive waited a year and unsurprisingly I still can't get it but the house 5 yards to the right can and every house in the next 5 miles left,right,behind and forward can but my house can't, I'm in a culver sack with two other houses but I was told I definitely would be able to but still can't, any help would be appreciated as I think its ridiculous I've been missed out and everyone else can get it and I'm desperate for some good internet.
    Thanks.