on 01-08-2022 13:47
Trying to sign up for broadband and tv but cannot because the property according to virgin media is a business address, it is a 3 bedroom terrace on a residential street
how can I get this sorted?
Answered! Go to Answer
on 01-11-2022 16:28
Just wanted to post an update here in case anyone else needs help - big thanks to VM-Jon who was able to change my address over from being a business address to a residential address, and then again for escalating it once it didn't immediately work. other people said they couldn't help but there definitely seems to be a solution - thanks again!
on 01-08-2022 14:11
Hi @Hambo27
Thank you for reaching out to us here, welcome to the community.
Please accept our apologies for the difficulties you are having, this situation can arise where a customer has previously had business services at the property. I would like to take a look at this for you and see what I can do to help. In order to do so I will need a little bit more detail so I will send you a private message.
Thank you
Jon
on 05-08-2022 08:53
Hi,
I have a very similar problem; the flat I have moved into has a virgin box on the wall but its not on the list for residential services. The flat is above a shop that uses Virgin Media so I have been advised that the whole property has been registered as a business location. I was advised by Residential Sales that I need to get the business arm of Virgin to split the flat out so that its on the residential list. I have tried to contact Virgin business sales but I was on hold for an hour and couldn't wait for an answer any longer.
I have also tried a Business Live Chat but was told I have to phone. Rather than phoning again I wanted to confirm that there wasn't another method for getting my flat on the residential list again.
Thanks
on 05-08-2022 08:59
on 11-08-2022 17:06
Hi Jon,
I have a similar problem, my house is not showing on the postcode checker but it is showing on the business checker. All the street and neighbours have virgin.
Any help would be appreciated.
on 11-08-2022 17:11
Hi @hopeys ,
Thank you for considering joining us, I am more than happy to help.
I will drop you a private message and see what can be done for you.
thank you
Jon
on 01-09-2022 10:09
@VM-Jon I am having the same issue. I tried asking the WhatsApp team and they just insist that the service is not available at my address
on 01-09-2022 10:12
Hi @samwardill ,
Thank you for reaching out to us, i am happy to take a look at this for you. If this is a business address that is now residential we can convert this on our systems so you can place and order. If it is showing as not serviceable at all we have a team here that can look into this for you.
I will send you a private message for some more details and see what we can do to help.
Thank you
Jon
on 01-09-2022 10:29
Hi @samwardill ,
Looking at the address you have sent by private message i can see that the property currently requires a site survey prior to any install, it has never had service before. Our business offerings work in a slightly different way to residential so whilst it may be listed as on their database this will also be subject to site survey and not guaranteed.
I have escalated this thread to our support team who will be able to look at this closer for you.
Many thanks again, and that you for your patience.
Jon
on 01-09-2022 11:03
Hi samwardill,
Thanks for posting on our community forums. We can certainly take a look at getting the address your having issues with registered as a residential property not a business.
I will pop you over a private message to take some details from you, please click on the purple envelope to accept the chat.
Kind regards Jodi.