Virgin Media Community

[NinaThornhill]

We will shortly be demolishing a house with a Virgin Media broadband connection. We need to remove the outside cabling from the street to the house, because the cable will otherwise be destroyed by the site works.  Destroying the cable would have potential impacts on the larger network. How can we arrange for Virgin to remove the cable, please?

[MikeRobbo · Accepted solution]

You can contact VM to report the problem using ...

Text service on 07533051809

150 from Virgin landline.

0345 454 1111 from any other UK  phone.

The best time to call is weekdays 08:00 to get a UK agent, anything after 10:00 you must realise that you are quite likely to get through to an offshore agent that doesn't speak English as a first language.

Or you can wait on here for one of the VM Staff to pick up the thread but this may take a few days.

[Steven_L · Accepted solution]

Thanks for getting in touch with us NinaThornhill.

I would be happy to take a look into this for you, if you haven't already got in touch with the team to arrange this.

If you haven't been in touch with the team already, please let me know and I can get this sorted for you.

Regards

Steven_L

[NinaThornhill]

Thank you very much Steven. Your reply is reassuring, much appreciated. The demolition is taking place in December 2020. If we cannot achieve anything by contacting the team at Virgin then I will take you up on your offer to contact you in late November or December, after we have moved out and done the internal disconnection from the VM broadband. Thanks again.

[Steven_L · Accepted solution]

That's no problem NinaThornhill.

I hope everything goes ok, when you get in touch with us but we are here if you need any help with getting this arranged.

Regards

Steven_L

[NinaThornhill]

Dear Steven, Thank you for your help last year when we demolished our house. We are rebuilding and will move back in September.

We would really like the rebuilt house connected before we move our Virgin contract back. Maybe you could advise on Virgin's preferred workflow – whether to run the cable from the street to the house first then move the contract later, or run the cable and move the contract together on the same day.  

There will be an underground conduit for the cable, but it will need someone from Virgin to run the cable through the conduit and to supply the junction box for the wall. Ideally, this would be done in advance of the actual date of moving the contract, to ensure a straightforward change of contract on the day.

I know the Virgin chat agents will try their best to help but it's not the same as talking to a technical expert. If you can advise it would be much appreciated, thank you Steven. The question is: What is possible, and what do you think it is best to do?

Thank you, Nina Thornhill

[-tony- · Accepted solution]

afaik they will not do any work until a work order is in place - for that to happen you need to order an install at the new property - did you cancel your old contract or move it to another property

if you cancelled then all you need to do is order for the new property and arrange a date for install - you should push for a new customer deal but they may object as the address will be the same 

if you moved the account to another property then you can move it back to the new build and keep your existing deal - they used to charge £20 for that - not sure if that is still in place - but if you do that they will not install at the new build until you cancel the old account