Neighbors have virgin media, but service not currently available

[Silver71]

Hi, 

I was a VM customer in the existing house, just moved into a new property - a few of my neighbors seem to have VM into their property including my direct neighbor (its a terrace house and we we share the same boundaries) but when I type in my door number, it seems as though the service is not available.  However, if type in another door number (maybe 2 doors away), the website offers me the service and allows me to select a product.  Has anyone raised this with VM or do they just follow the script ("computer says no")?

Thanks, 

[Christy_D]

Hi

Have you spoken to the move and transfer team?

Are you moving services to this address?

Thanks

Christy 

[Silver71]

Hi, no, a family member moved in to my old property, so the service is still running there. Going by comments on similar topic, I assume VM has hit the max service availability so not allowing new customers join, that or a faulty Database on the website!

[Christy_D]

Okay that shouldn't be a problem. @VM-Jon are you able to assist with this customer at all please?

It may be due to capacity issues, however we would need to take a few details from you so we can check this properly.

Thanks

Christy

[VM-Jon · Accepted solution]

@Christy_D  of course.

@Silver71 please accept my apologies for the difficulties you are having, I will drop you a private message to take some details and have a look to see if your property can be served.

thank you

Jon