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

[Kain_W]

Hi there will_460cs,

Thanks for your post and welcome to the community.

We'll raise this with the team, I've dropped you a PM so we can discuss further.

The message will appear within the purple envelope icon.

Regards,

[Kain_W]

Thanks for your cooperation over PM will_460cs,

With the details given, our team will be in touch regarding this matter!

Take care,

[will_460cs]

Hi,

I never heard anything - try to call again.

[John_GS]

Morning @will_460cs 

I can see you've PM'ed Kain again and he's done the form. I have also emailed the team for you this morning, hopefully get a faster reply 🙂

Best wishes.

[will_460cs]

Hi John

ive tried to call many times and I just get passed from one call centre operative to the next one and they all do the same thing same my house isn’t connectable. I am 100 yards from one of the 2 main exchanges in my town. Half the houses had points installed about 5 years ago. Half didn’t.  Here’s a picture of the one they installed outside my gate. I’d really appreciate if someone can call me on [removed] Thanks will

  [MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

[David_Bn]

Thanks @will_460cs.

All action on our side has been taken by my colleagues and hopefully the dedicated team entrusted to deal with this matter will be able to contact you and confirm as soon as possible.

Kindest regards,

David_Bn

[will_460cs]

Hi David,

Thanks for you help, I have a window to cancel my contract and move. With this in mind is there anyway I can chase this up? 

thanks
Will

[John_GS]

Hi @will_460cs 

I've heard back from the team. There are plans to install at this property you gave me via PM.

However, it's with the builds team with no timescale I'm afraid.

Best wishes.

[will_460cs]

I managed to get hold of an engineer back in august who was doing a service call at number 78 eastwood (they are the only house connected in the entire street), he checked my address then confirmed that the entire street was wired and ready to be connected with no engineering works required - the only thing required was Virgins database to be updated.. He spoke to his district manager who in turn got the 2 field engineers to drop referral vouchers in the entire street.  I got a call 2 days later from the sales team to “register my interest again” - nearly 3 months on absolutely nothing has changed. I’ve call and been passed from department to department twice over the last couple of weeks. 

very disappointed that this has not been resolved.