New build unserviceable, but not sure why

[drumdrum96]

I moved in to a new build house which is split into two flats a few weeks ago. We tried to sign up with Virgin, and they successfully added the new build to their directory, but stated that an engineer had been to the property and assessed that getting the properties attached to the network would be too expensive, but I'm unable to ascertain why this would be the case. Is there a way to find out what the cost would be and what work would need doing? Our neighbours are on VM.

I spoke to the builder who renovated the property, and he pointed out the internet cables that were sticking out of the exterior wall on at the top of the property (on the 3rd floor level). He did however say that these were Cat5 cables - that doesn't seem correct to me - should it be coaxial cables? Could this be the problem?

At the moment all internet companies are refusing to service us and we'd like to get the landlord to address this, but we need more information for this to happen. Thank you in advance for your help.

[goslow]

By default, VM will install up to first floor height but not above.

If you are seeking an individual VM connection, via an external cable route, to a third floor flat, this is likely to be one possible reason.

[nodrogd]

The majority of VM network is 1990s legacy HFC infrastructure. This can only accommodate a finite number of connections & is not expandable. So with new builds on existing streets, unless properties are being replaced on a 1 to 1 basis, there will not be enough capacity in the cabinet to account for the additional occupancy in the road.

[Steven_L]

Hello drumdrum96,

Welcome to the community and thanks for taking the time to post here on the forums. We're sorry to hear of the issues that you're having trying to take our services.

The costing would not be part of the information that would be shared with us here on the forums. I can try to get a better explanation and some more detail but I cannot promise that we would be able to. Would you like me to give that a try? Also, are you able to provide any pictures of where the services would be installed, so that we can pass that onto the team and hopefully we'll be able to get some more information.

Kind Regards,

Steven_L

[drumdrum96]

Thank you Steven, I have sent you a private message with more details.

[Jonny-M]

There are contacts at all the infrastructure companies that housebuilders should engage with as part of the works they are doing - nobody would accept a house having all the internal water pipes and electricity cables but no connection to the outside network. For some reason talking to VM, Openreach or CityFibre is something that very few builders can be bothered to do, and leaving some Cat5e cables hanging out of a wall three floors up is not helpful.