Why cant i get virgin in my flat when above and below me can

[treedy1991]

I am moving into the flat below the one I am currently occupying and I want to take my broadbands with me as i am still in contract I have looked at the postcode checker and have spoken to a real life person and have been informed you do not currently supply this address yet I am in the first floor flat directly above the one I am currently living in and am getting broadband my landlord has informed me the flat below the one I am moving to is getting his virgin boradband installed tomorrow whats going on !!!!

[Carley_S]

Hi @treedy1991 

Welcome to the community forums 

Sorry to hear that your new property is coming up as unserviceable, there could be a few reasons for this like we aren't able to supply the service in anymore units than we have already in the building or in the area depending on how the network is installed. 

Have you spoke with our movers team or new customer sales team to see if a site surveyor has been recently to determine if the property is indeed unserviceable? 

You can speak with new sales team on 0800 183 1234 if needed   

[treedy1991]

Hi I asked the question from your sales team last month to be told they did not know why that flat was unserviceable however a new tenant has moved in to the flat below the one I am moving into and he is having virgin installed today so cant see why I cannot get it in the flat I am moving into the sales team are rubbish and no help at all they are just interested In taking money to sign people up they said they have no information, surley I can speak with someone to advise why because they expect me to pay for a service they cannot provide if I move  

[jbrennand]

Does each flat in the property have its own separate cable going outside to the street cab - OR - is there one connection coming into the "block" from the cabinet going to a central distribution "box" in a room (attic/cellar/comms room) somewhere inside the property?

Ask your VM contact for a "spotter" visit

If they cannot provide you with a service at the new address then you can leave your present VM contract and pay no early disconnection fee penalty.  This is with 30-days notice and you provide them with evidence of your new address and lack of connectivity and all exit charges are fully refunded,  So consider doing that as soon as they confirm there is no connection available

[Carley_S · Accepted solution]

Sorry to hear that the new customer team were not able to support @treedy1991 

As mentioned there are many reason why a flat may not be serviceable, especially those not on ground level. 

If available, the team can book in a site surveyor or spotter to see if your property is serviceable. These are normally available if one has not been revisited recently.