Availability - neighbours have it, why can’t I?

[PianSom]

I tried asking about this 6 months ago, but got nowhere. Thought I’d try again. 

All my neighbours have access to Virgin broadband. Next door’s Virgin cable even runs on my property. But I can’t persuade Virgin to talk to me about installation for my house. 

When I put my address in on the postcode checker link I get given a form to fill in, and am told someone will get back to me within 10 working days. No one ever does. 

Has anyone got any suggestions about how I can progress?

[Client62]

Include a photo of the cable that crosses your property.  It might be possible to split that & serve both homes.

[PianSom]

 You’d’ve thought, wouldn’t you?

[VM-Jon · Accepted solution]

Hi @PianSom 

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

Jon

[PianSom]

After three weeks, with the great assistance of Jon, I have this afternoon gone live! 

I am absolutely delighted. Just wish it had all happened when I moved here 9m ago. But it's churlish to complain.

Thanks Jon!!

[dgautamd]

Exactly same issue with my address as well. It is available for my neighbours address but not mine. 
I can see cables are splitting from the same box for both house. 
waiting for more than 6 months, when I call or submit my query it says some will contact within in 10 days. 

[Ashleigh_C]

Hi there @dgautamd 

Thank you so much for your post and welcome to the community forums, it's great to have you here.

I am so sorry that you have also faced this issue with your address, I would be happy to submit a form for you to have the team reach out, it does seem this may have been done in the past but let me pop you a PM and we can get one filled out just in case. 

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
 

[teresasuman]

Facing similar issue. All my neighbouring flats in the same building (including the flat right below mine and the one next to mine) have virgin media connection. However, the website says I can't have the connection. I had called up sales team but they just said "if the website says there is no connection, there is nothing we can do"!!!  

[Cryptic_Choco]

I’m having the same exact issue with my new flat

[Zach_R]

Hi @Cryptic_Choco,

Thank you for your post and welcome back to our community forums. We're here to help.

It looks like one of my colleagues has already responded to your other recent post about this. We'll continue to assist you with this from there going forward.

Thanks,