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Told i can't get Internet

Essexboy124
Joining in

I'm told my flat can't get Internet with virgin. Even tho the 1st floor flat below mine has it with an outside cable? Why can't you do the same thing just up 1 more floor? It's the hight of a normal house? 

11 REPLIES 11

goslow
Alessandro Volta

VM's installers will normally work up to first floor level but not above. If you are on the second floor, that might be the reason you can't get an installation.

jpeg1
Alessandro Volta

VM won't install outside above the first floor. They are not trained or equipped to work at heights.  Is there an internal cable route to your flat?

- jpeg1
My name is NOT Alessandro. That's just a tag Virginmedia sticks on some contributors. Please ignore it.

RavenLunatic
On our wavelength

I happen to live in a 2nd floor flat and did not have any issues getting VM.  They should just drop the cable from above and fit the brown connection box on the ground floor.  That's what they did for me.

David_Bn
Forum Team
Forum Team

Thanks for reaching out to us @Essexboy124, and a very warm welcome to our Community Forums!

Sorry to hear that you've been advised that an installation for your flat is not possible.

Are you possibly able to confirm if there is an internal cable route to your flat at all?

In terms of the status of the service availability, can you please confirm where you've been advised that a connection for your flat would not be possible?

Thanks

David_Bn

No unfortunately only able to access from Outside. An was told by the customer service team they won't offer anything. An also this well never change.

Hi @Essexboy124 

I'll send you a PM now to see if I can get a definitive answer.

Best wishes.

John_GS
Forum Team


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nodrogd
Very Insightful Person
Very Insightful Person

@RavenLunatic wrote:

I happen to live in a 2nd floor flat and did not have any issues getting VM.  They should just drop the cable from above and fit the brown connection box on the ground floor.  That's what they did for me.


Is you wiring completely new, or was it there from a previous installation? Some cable drops are over 30 years old now (as is mine) & were installed before Health & Safety regs were updated.

VM 350BB 2xV6 & Landline. Freeview/Freesat HD, ASDA/Tesco PAYG Mobile. Cable customer since 1993

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It was a new installation a couple of years ago to a building which never had VM before.  VM drilled a hole from the inside of my flat to the outside and just pushed the cable through the hole dropping the cable down to the ground floor. No special hights team needed.

nodrogd
Very Insightful Person
Very Insightful Person

@RavenLunatic wrote:

It was a new installation a couple of years ago to a building which never had VM before.  VM drilled a hole from the inside of my flat to the outside and just pushed the cable through the hole dropping the cable down to the ground floor. No special hights team needed.


Is the cable clipped to the wall all the way down as it should be, or has it just been left loose part of the way down? It's another thing that has caused complaints on the Forum.

VM 350BB 2xV6 & Landline. Freeview/Freesat HD, ASDA/Tesco PAYG Mobile. Cable customer since 1993

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks