Virgin Media Community

[Vinny_UK]

I've seen a couple of similar posts on the forum but as they revert to PM commu with VM staff the end result isn't always known. My issue..

I live at no.7, at the end of a small cul-de-sac road with 10 houses. Both neighbours at 6 & 8 are Virgin Broadband capable (based on VMs website checker) but my house is not. Some houses on my street have Virgin service(s) already. The VM floorbox is at the end of the road approx. 30 yards away from my house. To get to mine you have to cross a private driveway which services me & my neighbour at number 6. I moved into this house 5 months ago & have been trying to get VM out to see what it would take to get a fibre/broadband line in - way leave is not an issue - signatures from both myself & neighbour can be acquired to do what's necessary across the private drive.

Trying to get someone out to even view it however has been nigh impossible, any & all enquiries to date end in a blank "no cant be done" / "area not serviced" etc., i assume just going on the data they have on their computer, despite me saying the VM floorbox is literally 30 yards away (i can see if from my front door) & my immediate neighbour @ number 6 can have it (according to your web site) so why cant i at number 7? Alas, I get no further despite previous promises of call backs (doesn't happen), & assurances someone will come out to view (they didn't). 

I left it at the end of December as i was getting literally no where, but seeing some positive posts on the forum has inspired me to try once again. Can anyone from VM assist please? both myself & my wife work for the NHS but predominantly from home, & all i can get presently is copper from other providers (i'm currently with Sky as needed to get something in). I would be looking to get the Gigabit BB if possible, we have previously been with VM for years as both a residential & business customer before moving house in September 2022 to my current home.

[nodrogd · Accepted solution]

What you likely have here is a cost issue. It has to be economically viable for VM to connect a single customer. The budget to connect a single property allows for digging about 7 to 10 metres of tarmac or slightly more if its in open ground. VM are under no obligation to serve all properties, & although they are able to use existing BT ducting in some areas, the existing service in the road must be FTTH & not HFC to use it.

[Vinny_UK]

Thanks @nodrogd, i didn't take ££ viability into account. I have no idea about the price of channelling / routing the fibre cables etc., if it was reasonable i'd be happy to contribute (to a degree) for the additional few metres outside the norm for an installation. But, i'd need someone from VM willing to look into feasibility & pricing it up for me - should connection ££ budget be the factor.   

[Vinny_UK]

The issue isn't solved but i'll pursue directly with VM and see how i get on / if they would be willing to send anyone out to view the job. I've not had any luck previously so not expecting much tbh - worth a final shot.  

[nodrogd]

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@Vinny_UK wrote:

if it was reasonable i'd be happy to contribute (to a degree) for the additional few metres outside the norm for an installation.

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It's not something VM have ever been prepared to do.

[Molly_T]

Hi Vinny 👋 welcome to the community! Thank you for posting. 

Sorry to hear of these difficulties getting virgin services installed! We will need to take some details from you via PM to raise this with a specialist team that manage these cases. They may arrange for a visit to assess the area or property in order to advise if services are possible. The team will re-contact you within 10 days (although its usually much sooner.)
I will send you a PM now to get the details we need to pass on. You can find my PM in your Inbox in the top right corner of the page. 📩

Thank you for your patience whilst we investigate and offer further support. 

All the best. 🌞

[Vinny_UK]

Thanks @Molly_T, details submitted as requested. 

[Molly_T]

Hi All 👋 just returning to update the public thread. 

Thanks to Vinny_UK for PMing with me and sending the details we needed over. 

Just for full transparency - I was not able to include any of the information from this community post in the contact request for the team who deal with these enquiries. However, I have passed on all of the information we need to get back in touch and discuss things further. If at any stage it is needed I will happily contact them internally to pass this information on. (Just let me know if this is the case.) 

I hope the team are able to get this sorted for you! Thanks for your patience whilst they get back in touch. 

Wishing you all the best. 🌞