Virgin Media isn’t available at your new address (but I and my two neighbour had a point installed 3 year

[will_460cs]

Hi,

I am looking to move my broadband to Virgin, virgin installed into my town 5 years ago and on my my house the dug a floor connection point next to my front gate and the same for my 2 neighbours. 

When I use the checker service my postcode is ok but house number is not listed for connection, been through to the call centre 3 times now and they say they will get an engineer to check but etc time they fail to check.

Is there any way to get help on this issue?

thanks

Will

[David_Bn · Accepted solution]

Thanks for the update @will_460cs, and I'm sorry to hear of this poor experience.

Can you please confirm if you now have a pending subscription and installation date now in place with Virgin Media at your new address?

Thanks,

David_Bn

[will_460cs]

Hi David

in short no I have recieved no contact from virgin and if you check the postcode checker it says the same thing.

as per last message no contact from virgin, I did stop a virgin engineer who was attending a fault call and he confirmed all the engineering works were in place for the entire street not just my house- he contact his area manager who I was told would fix the problem that was almost 3 months ago. 

The engineer then left referal cards for the entire street. 
can I make it absolutely clear that no engineering works are necessary - they were all done years ago this is simply an administrative problem.

and despite 20 plus contacts no one takes ownership to fix it they just come back and tell me it’s with a different team that I can’t contact and have no time scale.

[will_460cs]

just so I’m clear as I don’t think my message was;

1. I have never had and contact from virgin other than me accosting an engineer who was visiting a property in the street for a fault call, and subsequently getting another calm telling me I have registered my interest again and to sit tight.

2. there is no pending install as per your question.

3. The postcode check remains unchanged - I cannot be connected or for that matter anyone in my street other than 1-5 by house number. Despite this number 68 is connected and they were the adress that the engineers i mentioned was performing the fault call (2 engineers were there I spoke to the senior one)

3. the engineer in august that I accosted and explained my felines too checked my property spoke to a district manager then spent time confirmed that the entire street was connectable and dropped referral cards for the entire street, the district manager was meant to be sorted t the administrative hitch.

4. despite the above nothing has changed despite further calls I get told the same thing nothing other that Eastwood 1-5 can be connected. I believe there is Eastwood up to house number 102 on my street we all have virgin ports installed next to the front of a houses like the photo I sent back in January, they were installed in 2018! 

[jbrennand]

Did you also send this by PM to David_Bn ?

There may be reasons other than cabling for being non-connectable... for instance VM may have reached the maximum capacity of customer connections in your location... and so will have to increase capacity at their end.

[will_460cs]

John

im sure there are lots of possibles but the engineer and his manager did allot of checks and carded the street. So they obviously couldn’t see a problem. 

from my end the communication with Virgin has been very poor. 

what do you suggest? Can you escalate so perhaps someone could actually at least find a reason?

[jbrennand]

@David_Bn    Are you helping this potential customer?

[Akua_A]

Thank you for letting us know @will_460cs 

I would like to look into this for you. I have sent you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this. 

Thanks,

[will_460cs]

Hi

Thanks Akua_A - A virgin engineer called Kevin has just been to my property, he has confirmed all is place and I can be connected. He needs to speak to the relevant parties to make sure the street is updated as already cabled.  He confirmed that there is no reason why I can’t be cabled or for the matter any property on my street.

hoping this can now get resolved.

thanks 

[Kain_W]

Thanks for the update on this matter will_460cs,

Do keep the thread updated on the matter, did he advise a timeframe for a response at all?

Let us know,