Virgin Media Availability

[lucchesi]

Hi,

I live in a new build property since December 2021. I live on a corner of two streets. The postcode finder service availability lists my property as unavailable for broad band services, but the street next to me (which I'm also on) has availability. 

Speaking with Virgin engineers laying the cable, stated there no reason why I shouldn't be able to get connected, as the cable runs outside my property. the exchange box they we connecting to as also on the wall of my property, about 6 feet from my house. The engineers' state there would be hardly any work involved their end to get me connected.

Talking to sales, they point blank refuse due to my property registered on a different street and gave me the same garble about closing roads and digging up the whole street. Sales stated, even if the cable is 1 inch away, the whole street need to register interest to get any service.

I would like to someone to assess the property for connection please. is this possible?

[Ashleigh_C]

Hi there @lucchesi

Thank you so much for your post and welcome to the community forums, it's great to have you on the team.

I am so sorry to hear that you have faced this issue regarding your address not yet available for cabling. 

I would be happy to fill out a form with you to have our teams reach out to you in regards to this.

I will pop you a PM now so we can grab the information to do this, please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message.

Thank you.

[lucchesi]

Still not heard anything from you guys. Are you actually looking for new customers at the moment?

[jpeg1]

Good question. It costs money to connect up new customers and upgrade the network capacity to feed them.

Can the owners afford that investment at the moment?  Is it more economically attractive to just squeeze money out of existing customers? 

[lucchesi]

That's true but I'm on a street with other customers, the exchange box is on my property, yet because the house is registered to another street, computer says no. No road closures, no digging up anything. It runs next to my exiting lines. I was there when they were laying the cable. Engineers who laid it said there would be zero issue getting me connected. It's not a physical issue, it's how text information on a screen looks which is the obstacle. 

[Carley_S]

Hi @lucchesi

Sorry to hear this has not been confirmed fully for you yet. 

I van see that you are in private conversion with my colleague regarding the same. They will be in touch with any further information or steps we are able to take to see if it is possible to connect your property for service. 

[lucchesi]

I have finally had feedback from sales and installation team, which have stated that under no circumstance will they or have they installed on a property unless all properties on under the postcode or street can be connected, regardless if one of the properties is ready to be connected.

Apparently engineers do not/have not surveyed any individual property regarding if it is connectable.

Is this true? 

[jpeg1]

As a matter of course you should never trust what the sales department say. 

The simple fact is that they just don't want your business.