Connecting to new build

[roupen93]

Hi,

Just moved to a new build house and confirmed with the developer that Virgin connected, have a virgin connection panel in the house, green box across the road, yet Virgin Media say they cannot provide a service!

How do I get them to flick the switch to make the connection live?

Already had to lose my business with them as they couldn't transfer but like the package and service so want to go back to them but if they can't make a simple connection then they have lost a customer and I will be going to BT who also have a fibre connection to the house.

[nodrogd]

Everything that you have installed, including the street box has been installed by the builders, not Virgin.

It is up to Virgin to hook it up to the headend CMTS bank, test & then make live. When this happens the new postcodes/house numbers should be added to the system.

Are any other people using the service from the same cabinet?

[roupen93]

The house number and post code are coming up on Virgin website but it says it's not available for install. There are others who are using VM in the development.

[VM-Jon]

Hi @roupen93 ,

Thank you for taking the time to reach out to us here, welcome to the community.

New build estates tend to be made live in separate phases and generally keep up with the pace of build on the development. However from time to time there may be short delays as the sites developers may not have all the infrastructure in place further along the network. It may look like it’s all good to go but there may be unseen issues that prevent the switch on. 
I am more than happy to take a look for you to see how long you may have to wait. I will send you a private message for some details and pick it up from there if that’s ok ?

thank you 

Jon