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New build house not serviceable?

Tuning in


I'm due to move into a new build house next week, which is a small development of 14 houses.

Houses number 2 to 10 can order packages online but our house No.12 is showing not serviceable yet.

I’ve spoken to the builders, who have reassured me that the house is serviceable and by Virgin Media and that any outstanding issues are to be resolved by Virgin as to why it isn’t ‘live’ yet.

I’ve phoned several times to the sales team who have been no help whatsoever, making promises to phone me back to no avail.

This is deeply frustrating as houses no 8 and 10 can order package deals even though they are moving in 3/4 weeks after us. For my work at home job, I really need broadband to carry out my role.

Any help would be greatly appreciated!




Up to speed

If you can't get any other wired service to the new home yet either I suggest you put an order in for 4G/5G Home broadband now. Because this isn't likely to be resolved before your move in date now and this will likely be your only way to get online for your WFH Job in the meantime. 

You can also try reaching out to as this team do appear to be the ones who deal with such queries. But as I am sure you can expect, anything like this which involves paperwork being in order to install a new connection to the network will take time. 

Fibre optic

I doubt this is a VM-only site, if you need a connection quickly then look at ordering Openreach FTTP from someone like who can do a one-month rolling contract if that's what you require.

Forum Team
Forum Team

Hi Gaulty17, thanks for the message and welcome to the forums. 

I am sorry to hear that this has not been added and will send you a PM so that this can be looked into. 

Please look out for the purple envelope. 

Kind regards, Chris 

Hi Chris,

Do you have any further update following my latest reply via a DM?


Forum Team
Forum Team

Hi Gaulty17, thanks for the PM and the required information. 

We are happy to see that we are able to move forward with this and they will be in touch with you as soon as they can. 

Kind regards, Chris. 


I’ve still had no update from VM, my builders have told VM national home team that the house is serviceable, but I’ve heard nothing! I’m moving in to the house this weekend and I’ve no option to order a broadband/tv package.

More frustrating that you can’t talk to anyone about it over the phone, without being sent through to a call centre in India with people that have no idea what you’re on about! 

Hi @Gaulty17 👋 We're sorry to hear you haven't been contacted as of yet 😔

Have you received any update since you last posted? The dedicated specialist team should call you within 10 days of the relevant form being submitted.



Forum Team
Forum Team

Hi Gaulty17, thanks for messaging us via the forums and private message. 

I am glad to see that this is on the way to becoming resolved and I have sent the update via PM. 

Hopefully this will be resolved soon. 

Kind regards, Chris.