Engineer visit to check if new line is feasible.

[Cryptic_Choco]

Hello, I am moving into a new flat and my only option for fast and reliable broadband is Virgin media. However, there is no line to my flat, but there is a line to an adjacent flat. Both are in the same building and we are neighbors Apartments A and B.

My problem is that I phoned up Virgin Media and filled out a form for an engineer to come and visit the property, this was 11 days ago. The woman that I talked to said it would take up to 10 days but I am still waiting to hear back from the engineer and I don't even know if they have sent someone out. Is there anyway to expedite an engineer coming out or do I just have to hope they'll send someone?

[Cryptic_Choco]

Just to say, I contacted VM and the only thing they said they could do was to put through a new form.

[Martin_N]

Hi Cryptic_Choco,

Thank you for your post and welcome to the community. 

We're sorry to hear you haven't had the visit yet. 

Did the team advised if they have submitted another form for you?

^Martin

[nodrogd]

In this situation VM will send a spotter out to assess whether the property is serviceable. This is an "eyes-on" visit only, nothing will happen on the ground & they won't knock on your door.

Drop lines are only installed when you place an order, as VM do not want to waste money installing drops if there isn't a firm order in place.

[Cryptic_Choco]

Hi Martin_N,

Yes they said that they had submitted a second form. However, I am still waiting to hear back from them.

Thanks

[Cryptic_Choco]

Hi Nodrogd,

Thanks for the information but how do I place an order? 

overall I don’t understand the issue if they can’t place a new line as the building we are moving to already has 1 flat containing a VM line. 

[Gareth_L]

Thanks for replying Cryptic_Choco.

I will send you a private message to take some details and see what we can do from here.

If you can check your logo at the top right of your screen that would be great.

Gareth_L

[Gareth_L]

Thanks for those details Cryptic_Choco.

I've escalated this for you and hope to have a concrete answer over the next few days.

If you don't hear back by Monday, please feel free to send another message on here.

Gareth_L