Broadband services are avaliable only for 8 out of 11 flats

[Albus]

We have 11 flats in the building but only 8 can get virgin media broadband services. When I choose my room in availability checker it says "Keep me posted" but its avaliable for the majority of other flats. There is nothing special with other rooms, flats that are located on the same floor as me can get VM broadband.

[Adduxi]

It could just be the distribution point in the block of flats is fully populated and there is no more capacity?

[Albus]

I know that now we have 15 lines coming into the house. Because openreach installed 10 more couple of weeks ago, it used to be only 5.

Since Virgin media uses their own cables, should I assume it goes separately from the ones of openreach? Also how could I locate Virgin media cables? I know where is the cable box (in the house) for openreach is but cannot find virgin media. Or they all come from the same street cabinet?

[Albus]

I tried to call sales team but they said that they will contact their back team about that but mentioned that I should not wait for a response and that it could take indefinite amount of time.

[Adduxi]

Openreach and VM are completely separate entities, so they don't share cables etc.  You would need to locate the VM ones, but really it should be a VM tech that can advise on the status.

[Albus]

Found VM cable box, it was outside. Not a box really but just cables laying around.

There are 3 cables coming from VM street cabinet. 1 Cable just goes straight to the flat. 2 others have 3 pairs each. I saw at least 3 pairs unused, so there should be no problems with that. I also have the coaxial output in my room just cannot locate where its coming from.

Is there a way to contact somebody from tech team that could check?

If I go to partners website, it allows me to get services but it does not specify the flat just my house number. Would it be a good idea to order that? 

[jbrennand]

Try ordering it and see what happens and how far you get.  You dont get charged until the day the connection is activated in your flat.

Network connections may also be limited by capacity in the street cabinet or upstream of that.

[Matthew_ML]

Hey Albus, thank you for reaching out and I am sorry to hear about this install issue. 

If the website allows you to place an order this means you can have service, the website wouldn't allow you to order if it wasn't possible.

You can also try the sales team on 0800 183 1234

[Albus]

Hi, I placed the order from the partners website (not directly from Virgin since it shows unavailable if I choose my flat specifically). Overthere it stated just my house number without flats. After sometime I got an email with Virgin Media contract where it was stated room 7 (I assume it was randomly allocated). Installation will be on 9th of January.

I tried to contact sales team on 080 0052 2525 they said that they would speak to their back team. But I was given impression that it most likely will stay the same. I can give you my order number if that's of any use.

[Albus]

I will have to change the flat in the contract though. I just hope its not going to be a big issue.