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Contacting new buildings team

Joining in


Virgin is available on every address on my area except for my building. My building is a new build with 7 flats on it, but hasn't been cabled for Virgin (we only get open reach copper pair 25mb...). A few attempts were made by residents to get Virgin, which caused the regular installers to come on the property and immediately decide they couldn't install it because it required cabling more than just the address of the resident. Eventually, all the addresses in the building were marked as unserviceable. 

About 2 years ago, together with the landlord (who owns the whole building) I managed to get Virgin to come on site and make a plan for cabling the building. This was a different team from the regular installations team (I seem to recall they were the "lightning team"). They made a proposal to dig up a trench and route the cable from the street to the building. At the time, the landlord wasn't happy with this and rejected the proposal, so the process stalled.

Now, he seems to have finally realised 20mb internet is unacceptable to tenants and is willing to approve of that work. However, he has tried getting in touch with them by replying to the same email and calling the numbers he was given, and he is getting nowhere. Because I originally set it up and have been the one complaining the most, he has asked for help getting in touch again. 

I've spent the last hour on the phone with Virgin being transferred between departments to no avail. The last person eventually told me they could mark the address as serviceable to trigger someone to come and look at the address, but I'm sure that will just be a repeat of what happened back in the day (can't put the cable because it needs to go through common property). I can't find any details to contact the lightning team anywhere, and the people on the phone didn't seem to know of any such team.

Can someone help?


Joining in

A bit more context, the way I was able to get through to that team back in the day was because I posted on this forum and @Edward_W1 forwarded my details to the local area manager (a lovely chap called Darren), who I then started speaking to on Whatsapp. Unfortunately Edward is no longer in this forum and Darren told me on Whatsapp he now works for Lit Fibre and can't help anymore. I'd really appreciate if someone can put me in touch with the current area manager.

Hi there @bluehallu 

Thank you so much for reaching out and welcome back to the forums, it's great to have you here. 

I am so sorry that you have faced an issue contacting the teams again and I would be more than happy to take a look via a private message. 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.