New Broadband Installation

[AprilSmith]

I am desperately trying to get Virgin Broadband installed for my 84 yr old mother who has no means of communication. She has moved into a new estate and all the other bungalows are signed up to Virgin media. In fact cable is the only option as there is no openreach network in the area. Her address does not appear on the drop down menu despite that all her neighbours do. I am assured by the Developer (and I can also see for myself) that there is tubing already running from the Virgin manhole in her street to her house. I can see where it appears at the side of her building. Virgin need to feed the cable through then take it into her house. No digging up of garden required at all. Despite numerous attempts at calling Virgin no one can help me and they don't seem to be at all interested. Maybe they just can't be bothered with cabling for just 1 more customer. I am getting extremely worried nothing can be done and when she was taken Ill last week she had to go out in the freezing cold in the middle of the night to seek help from a neighbour. I naively assumed that living in the middle of a busy town surrounded by Virgin customers there wouldn't be a problem with this. The Ofcom site quotes: "Every home and business in the UK has the legal right to request a decent, affordable broadband connection." Please, please can someone at Virgin contact me to resolve this? Or can any of you Forum users advise? Thankyou.

[VM-Jon · Accepted solution]

Hi @AprilSmith 

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