Neighbour can get virgin media but i cant

[Jnic93]

Title says it all really. 

We got a leaflet about a year ago saying work was going to be carried out, being a gamer and someone that works from home, this was great news as currently stuck with maximum of 24mb which is not the best. After work was carried out I received no update, so out of curiosity I checked here to see if we could get it, it says we can't, however the neighbour can, we live in a terraced house, and it doesn't seem to make much sense to me. Any help is appreciated. 

[VM-Jon · Accepted solution]

Hi @Jnic93 

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

Jon

[Jnic93]

Thanks Jon 

[Alex_RM]

Hi Jnic93,

Thanks for posting and welcome to our community 🙂

So I can get a few details from you, I've popped you over a private message.

Alex_Rm

[C0rnerst0ne]

Hi Jon,

I am in the same situation as well, my upstairs neighbour has it but apparently I can't. Could you help me as well?

Thanks,

Duncan

[VM-Jon]

Hi @C0rnerst0ne 

Of course, no problem at all. I will send you a private message for some details and see what can be done for you. Thank you

[Jnic93]

Hi @VM-jon , do you have any updates for my issue? Thanks. 

[Cryptic_Choco]

Hi VM-Jon, I know its been a while but I also have this issue. I have put a form in after calling customer service but I am still waiting for an engineer to call me. Can you help?

[Ashleigh_C]

Hi there @Cryptic_Choco 

Thank you for popping back, I can see you are now in a PM with one of our forum team, please do continue to chat with them there and they will do all they can to assist.

[jpeg1]

If you are a gamer, don't think that connection speed is a complete answer. Latency is also important. There are people paying for 1Gbps connections who unhappy with gaming performance because of high latency.