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How to get VM broadband to flat? It's available for neighbours in same building and next to us

Joining in

I've recently moved into a flat in London and when I search for broadband availability for my exact address the response is "Whilst we're busy expanding our network, it looks like we're currently unavailable at ADDRESS but we can keep you posted!".

However, my neighbours who are part of the same building have Virgin Media broadband and when I search for their flat and and the other neighbouring flats (in the same building) on the VM website, broadband is available for both. But it's not available for the my flat according to the website. Diagram below:

1 - Basement (me): Not available
2 - Ground floor: Available
3 - First floor: Available
4 - Other basement: Available

I'm looking for advice on how to approach the right person at Virgin Media, who to speak to, how to explain the issue to hopefully get my flat cabled up and have VM broadband.

I have called customer service multiple times and have been told it is simply not possible but this was based on them just checking my postcode and address. I would like this investigated further and more thoroughly. I believe the system is mistaken.

Do I first need to have to request a visit by an engineer to inspect the viability of running a cable to my flat? And only then would they be able to change the availability on the website so that I can book it online? Or would I book it manually by speaking to someone?

Any help is appreciated


Forum Team
Forum Team

Hi @ChristinaDilav 

Thank you for reaching out to us here, welcome to the community.

There could be a number of reasons why one property could receive service and not another. It’s very difficult to say without understanding it a little more so I would like to take a look at this for you and see what I can do to help. In order to do so I will need a little bit more detail so I will send you a private message.

Once we have a better understanding we may be able to escalate this to one of our team to resolve for you because we would love to have you as a customer.


Thank you


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