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No connection at new address, despite whole street on Virgin

Tuning in

I have been calling Virgin for a month now to transfer my account and try to get connected at my new address.  You said the house cannot be connected, despite the fact that the whole rest of the street is connected. Even next door - which is the same building as mine! There is nothing blocking the pavement. We can even see the Virgin CATV metal box in the pavement right outside the new house. So none of it makes sense to us.

We have called 5 times now to try to get a REASON, and to speak to an engineer, to see at least if there is something we can do to fix, but so far no reason nor call back (which was promised).  All that happens is a new request is set up.

I am trying everything to stay with Virgin Media - and thought you would be pleased not to lose a customer. I don't want to have to move to a new provider but the move date is tomorrow, so it looks like I will have no choice. Rather than be without internet and unable to work. 

Can someone please just tell us why. 


Forum Team (Retired)
Forum Team (Retired)

Hello @CNN19,

Welcome, thanks for posting.

I am sorry for the issues with trying to transfer your account.

I will send you a private message now, as I can raise a complaint for you regarding everything you have mentioned.

Please look out for a purple envelope, in the top right corner.

Many thanks,

Forum Team

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Would be grateful if the lady who called me yesterday (Monday 25 July) could call back as am still awaiting the confirmation of discussion promised. Thank you very much.

Hi @CNN19

Sorry to hear that the call was not completed yesterday for you.

Do you know what department the agent that called you yesterday was calling from? I can see that you have been in touch with us today. Did you manage to get this resolved on this call?

Hi Carley - nothing was resolved on the call Tuesday, though I was told I would be "definitely" called back.  It is the Monday call that I would like to hear from - confirmation of the resolution proposed and the direct line number promised, for contact. This is getting really urgent now as you now have me paying TWO providers.  Thank you. 

I can see it has been mentioned previously we are limited on what we can do from here - I can only apologise for this. 


I will send you a private message, as we can arrange for a back office team to look into it - but it's not something that would happen today. It can take up to 10 days for a response. If this is needed sooner then you would need to call the team. Let me know how you would like to proceed. 




Ryan_N- Forum Team

New around here? To find out more about the Community check out our Getting Started guide

Thanks Ryan. I will wait for your PM.