Virgin Media Community

[Gardener5]

Hi, we have moved to a house built 10 years ago. The rest of the road has VM fibre and our semi detached does not, both sides. I am currently contracted via phone line and 4G with other providers and would like to have VM fibre for a much better service. I have been talking to your Sales team and outbound acquisition team and thought I had been promised a site visit to assess how to connect us, but no phone call and no visit. I'd like to get someone to tell us if it's possible to connect us, or if not, then I will just stay with my other providers and limp along at low speeds. When I use the VM postcode checker it tells me that you do not currently provide fibre to my address, which I know!

[Steven_L · Accepted solution]

Hey @Gardener5, 
Welcome to the community and thanks for taking the time to post your issue on the forums.

I would be happy to take a further look into this for you but would need to confirm a few details via private message, please look out for my message and we can get started.
Regards,
Steven_L

[Steven_L]

Thanks for confirming your details via private message @Gardener5.

I have passed this onto the team to be looked into further and they will get in touch with you to discuss this further and get a site visit arranged for you. The team can take up to 10 days to get in touch with you but its often much sooner than the 10 days.

Regards,

Steven_L

[Gardener5]

thanks for getting back to me, Steve. I think there already was a flag for the team to come and have a look. When I spoke to the sales team yesterday (before joining the forum because of the frustration in trying to get an answer to this since mid June) they said it might take months. I told them that my contract with the 4G provider I am with is currently on 30 days approval but if it goes over that I will run into a full 24 months contract which will cost me quite a bit to get out of. I would like to contract with Virgin before end next week (16th Sept) to be sure I have time to send their equipment back and cancel the contract. Let's see how long it takes!  If I can't contract with Virgin by then, I will be tied for 2 years into the other contracts. thanks for your help.

[jbrennand]

Cancel the 4G contract and get a new one on a 30 day contract until its sorted. I looked last year and Three had 30-day contracts with unlimited data 4G/5G BB for £25/month.

Smarty (see below) do it for £20 - would need a Mifi or SIM router though

[Gardener5]

Thanks!  I'm currently on the 30 day trial with Three, and need to cancel and send back the device before 20th September if I don't want to get locked into a 24 month contract. Not sure I want to do another trial with someone else!  4G is OK but not as good as fibre would be. I'll see if we can get a positive answer from Virgin which would really be my strong preference.

[Ilyas_Y]

Thanks for the reply @Gardener5.

I can see one my colleagues has taken you in for a private chat and have confirmed some details.
The specialist team will contact you within the next 10 days although it is usually sooner, however with the recent events in the UK, this may be delayed.
Please be assured we are trying our best to keep everything on track and on time to ensure everyone is kept up to date.

Expect a call from out team soon 🙂

Kind regards.

[Gardener5]

Hi, as per this chat, I was told to expect a phone call from a specialist team, which did happen on 22nd September, I think. The engineer said that he could see our house on Google earth and there was a chance that your team could get a fibre up from the road, and that he would send his team an email requesting they contact me to make a site visit. He said this would probably be the following week, as we were on holiday for a few days and he wanted to be sure we were back home. I have not had a call throughout the whole of October. I have left a couple of messages on the number from which I was called but not had anything back.  In the meanwhile, we have found the site of the cable run under our drive, which was installed when the house was built so it would not be necessary to dig up the drive or dig a channel through the front garden, it should be fairly simple to run the connection up the cable pipe already laid from the pavement outside our house.  Could I please ask you to ask the engineering team to come and assess our connection possibility as a matter of urgency, now that the recent UK events (which I think you mean the death of the Queen and an unexpected bank holiday) are now well in the past?  Many thanks, and I hope we can get connected and enjoy good fibre internet speeds soon.

[Martin_N]

Thank you for keeping us updated with this Gardener5. I'm very sorry you haven't had any more conversations with the team regarding this. 

What I will need to do is submit the request again that was previously done for the team to contact you. 

Are you happy for me to use the same details that you gave my colleague?

^Martin

[Gardener5]

Yes, thank you very much for getting back to me, Martin. All my details remain the same. I look forward to hearing from the engineering team. Thanks again.