hiya @dreed12 i would be speaking to the moving house team via 150 / 0345 454 1111 i think via option 1 - 4, since they need to have a chat with the construction team to have the cables installed from cabinet to property, and this can take weeks/months (depending on how busy they are) as for costs there is a moving house fee £20.
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I have spoken to the moving team and they were meant to be sending a spotter team out to check the new property.
I chased after 3 weeks via a web chat (I was told it would take 10-14 days to hear back) and got someone who told me they couldn't contact the engineering team after they had made the initial request and they would have to send a new request (she also tried to disconnect me several times!!)
Today I made a follow up call and got someone who told me they couldn't provide services at my new address. Then also immediately, she said the engineering team would call me when they had been out but couldn't give a timescale. She also helpfully tried to disconnect me!! She then said she would put me through to the engineering team and cut me off....
So basically I don't have a clue what is going on. Every time I contact Virgin, I get someone who wants to disconnect me!! I presume I need to contact the engineering team to get any sense - is there a way of doing this directly without having to call the customer services number?
I've popped your details to our New Build and Nex teams to cover both bases. New Build may have this falling under their remit for the obvious reasons but it may be part of Network Expansion due to the existing street having already been cabled so I've copied them both in just to cover all bases.
I'll let you know what they say as soon as I get a reply
It doesn't mean you can definitely have services yet, until this is actually cabled but we have this listed as part of our planning.
We will update you as soon as we know more.
An NBU is an intention of work to be completed and we have put the wheels in motion of what can be a very long process depending on the logistics of the connection process as every street and area is different.
Fingers crossed his will be a nice easy win for you and for us and that it won't take that long to be confirmed