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Building connected but my flat isn't.

Tuning in

There are 5 flats in our block, 3 are serviced by virgin 2 aren't. 

There is a box on the ground floor (bike room) that is already connected to all 5 flats [unless this was installed incorrectly by the developers]. This box receives the virgin input from the street via another box near the commercial entrance.

Can anyone explain why the 2 other flats are not connected? 


Problem sorter

Hi @KalikaAWH 

Thank you for reaching out to us here, welcome to the community.

There could be a number of reasons why one property could receive service and not another. It’s very difficult to say without understanding it a little more so I would like to take a look at this for you and see what I can do to help. In order to do so I will need a little bit more detail so I will send you a private message.

Once we have a better understanding we may be able to escalate this to one of our team to resolve for you because we would love to have you as a customer.


Thank you


Here to help! I'm an install manager helping out whilst working from home. Find out more

Tuning in

Hi Jon

I have an update since yesterday - perhaps you could take a look. Thanks 

Hi KalikaAWH,

We would advised to respond to the last private message from VM-Jon so he can contact you directly.