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hachenhach
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Cable in property, but VM can't find address to provide service...

Hi,

We have a VM broadband line at Flat A which we are very happy with. We are now moving to Flat B, which is located in central Edinburgh, an area well-served by Virgin Media and in a building within which all flats are cabled for Virgin Media.

We are living in Flat B yet, but we've been inside and confirmed there was a Telewest branded wall box.

When we came to start the moving home procedure, Virgin Media couldn't find the address. Our flat will be 48 Flat 10. All other flats in the building (1 through 9) are found on the system, but 10 cannot be found. When speaking to the home moving team on live chat, they were unable to find the address, or explain why that could be the case if there's existing cabling to the flat and within a building that is cabled.

They could not assist further, and explained the only option is to cancel our contract at the cost of £240.

I have lots of questions, but mainly:

1. How can it be the case that our single flat, which is already cabled, can not exist within the VM system?

2. Even if it wasn't already cabled, why couldn't VM offer an engineer visit/install?

3. What would be the most appropriate telephone number or department to speak to about this problem that can dive in beyond the address database and figure out what's going on?

The building is not new and not recently renovated. It has been tenanted for years, and while they may not have been using VM as there is also an Openreach connection the cabling is there and VM confirmed they could provide service to any other other flat in the building.

Many thanks for your help,

H

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Christy_D
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Re: Cable in property, but VM can't find address to provide service...

Hi there @hachenhach 

Thanks for your post 

Will you be moving your services to this address? If so have you spoken to the move and transfer team at all

Thanks

Christy 


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hachenhach
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Re: Cable in property, but VM can't find address to provide service...

Hi,

Thanks for your reply. Yes we want to move all services (we only have broadband). Because I couldn't progress using the normal home moving form, I spoke to the home moving team via the live chat which is where I got those responses from.

Thanks

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hachenhach
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Re: Cable in property, but VM can't find address to provide service...

Hi is someone able to follow up? Thanks

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Christy_D
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Re: Cable in property, but VM can't find address to provide service...

Hi @hachenhach 

Sorry for the delayed response. 

The best thing to do in this situation would be to call the movers team rather than using the live chat. Then request them to send a 'Spotter' to the property. 

They will then determine whether the property will be serviceable or not.

Thanks and I hope this helps.

Christy


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