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New build connection

Tuning in

Can anyone help me please!!!

I moved into a new build Taylor Wimpey house last month that is pre-wired for Virgin Media services. There is a box on the street and paving grids i can see. There is also a green tube with a blue rope coming out at the front of my door next to a grey BT open reach box ready to be connected. 

I was told by the Sales Office at Taylor Wimpey that they had filled all the forms out Virgin need before I had even moved in and sent them back. I have also seen the site plans which show everything is installed. 

Since moving in last month I’ve contacted Virgin Media a number of times.

I was initially given the National Home Builders @ Virgin Media Number to ring. I have tried and tried many times and most recently for 1hr you get cut off without getting a chance to speak to anyone.

I’ve phoned the normal sales line who have aparently filled out some forms and sent to their ‘back office’ for approval and was told someone would get back to me in a few days. I have done this for 4 weeks now and have yet to receive any reply.

I’ve had webchats and spoke to the Virgin team on who said someone will reach out to me soon. Still nothing. 

Some Virgin Media colleagues I’ve spoke to say I’m not even in a Virgin area, I find this hard to believe when the house is pre-wired and also my neighbours are connected. 

I’m just wanting to get connected as I’m sure you can appreciate how difficult live is these days with broadband! 

Please!! Hope someone can help?

Kind Regards


Forum Team
Forum Team

Hi there @focusdazz, welcome to our forum and thanks for your post.

I'm sorry to see that you have not heard from the team regarding this, I can certainly understand the frustration. So I can have a look at this for you, I will send you a PM to confirm your details.



The do's and don'ts. Keep the community welcoming for all. Follow the house rules

Thanks Nathan. I have replied.  

Tuning in

Update: It has been almost a week and yet to receive any contact from Virgin Media. 

Hi @focusdazz


Thank you for your further post. 


I can see the form was initially raised on the 9th of this month and again on Saturday,


It can take at least 10 working days for the team to contact you from the date the form is completed.


The team will be in touch soon.




Vikki - Forum Team

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