Customer broadband not available but business broadband is?

[Sjrm95]

Hello, Virgin lay down cable on my street a month ago and I’ve been trying to connect to it ever since. When I check the consumer Virgin broadband website, it does not show as available. However, when I check the Virgin Business broadband website, it is available there.

I have a couple of theories:

- My flat has been mislabelled as a business address and needs to be reclassified.

-The flat is labelled differently by the Virgin consumer and Virgin business teams: without putting my full address, the consumer team has the number of my address as « Flat B, 218 » and the business team has it down as « 218B ».

I would appreciate any help as my current internet is terribly slow!

[Megan_L]

Hi Sjrm95,

Thanks for using the forums to get this looked into, I am sorry your current provider isn't giving you the best speeds right now!

Virgin Media Business and Virgin Media Residential are separate entities within the Virgin Media umbrella which means we would not be able to change or amend anything on the business side, nor would we be able to check if your hunch is correct.

If your property is showing as being in a non-serve area you can register your interest for our services on Cable My Street, make sure you encourage your neighbours to register as well. The more interest an area registers, the higher priority the area becomes. 

Sorry we can't do anything more to help at this time, but we do hope to see you as a customer in the near future!

Thanks,

Megan_L

[Sjrm95]

Hi Megan, one of your colleagues has messaged me and has informed me that properties can be reclassified from being business use to residential use. It may be worth checking this so that all the team knows that this is a possibility? I should know by next week if it really is possible (fingers crossed!) 

[Kain_W]

Thanks for raising your query Sjrm95,

So we can investigate this further I've dropped you a PM.

You'll find the message within the purple envelope icon.

Regards,

[Sjrm95]

I want to post an update here just in case anyone else finds this post, I ended up commenting on another similar post here: https://community.virginmedia.com/t5/QuickStart-set-up-and/Residential-address-registered-as-busines...

Here, I was messaged by a staff member by the name of VM-Jon who was able to help even though I was told it was not possible! Thanks to his help, I was able to put an order through for Virgin Media which will hopefully be installed in the next few weeks. Thanks again!

[Gareth_L]

Hello Sjrm95.

Thanks for your post, Its great news that @VM-Jon has managed to get the answer you were looking for.

Please let us know how the rest of the installation goes.

Gareth_L