Neighbours have Virgin Media Broadband but apparently I can't ?

[Shajneedsfibre1]

I have moved into a new property and all my neighbours have Virgin Media available. 

For some strange reason I am unable to get Virgin Media. I can also see the fibre cable in my property and also a ADSL cable. 

My neighbours houses are less then 2m away from me and i can see the same fibre box connected to my house as they have. 

[vircom]

I was in a similar position about 20 years ago when I moved to a new house. The duct ran past the front of my house and the neighbours either side had connections. I had to settle for BT for 2 years until ntl agreed to do me a favour and pull in a cable from the cabinet. It took about an hours work as the house was already pre-wired. I was told it was just a policy decision to concentrate on existing customers and those properties that were already connected for a previous owner.

Recently a relative could not get service because the Virgin duct in the street had been damaged and they did not want to dig up the footpath to repair it as existing users were still working.

Classic case of "The computer says no."

[Ashleigh_C]

Hi there @Shajneedsfibre1 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am so sorry to hear that we are not available at your address, I would be happy to take a look into this with you further via a private message and we can get a from filled out to have our team reach out to discuss this further. 

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.