Virgin broadband not available in area?

[Spuddie]

Hi, we have recently moved to a new house and ordered a Gig1 broadband package, with a connection date booked in.

A few days prior to the connection date, a surveyor came to check the route for cabling, and marked the route with green arrows. On the day of connection, there was no apparent activity or communication from Virgin. I contacted Support and was told the installation and contract was cancelled as the distance between the house and green cabinet was too long. However, our neighbours who are further away from the exchange all have Virgin broadband.

We do not have another option for fast broadband in our area. So why would installation not be possible and what would it take to get Virgin broadband in our house?

Thanks in advance

[Tudor]

There are only a certain number of users that can be connected to each street cabinet and there is a mix of users who are near, medium and far distance from the cabinet. Therefore there are only a smaller number of users a long way from the cabinet who can be on a cabinet. Perhaps there are too many far users on this particular cabinet. It’s only a guess, but you probably will not get a definitive answer from VM as why you cannot be connected.  

[Spuddie]

Thank you for the quick response. So perhaps it's a capacity issue, and I guess if that is the case then our only alternative would be another provider. A real shame given the lower advertised speeds of their competitors.

[Robert_P]

Hello Spuddie,

We're really sorry to hear of the installation cancellation, we can understand the confusion and disappointment this can cause. We hope the option to join becomes available in the future as we'd love to have you with us.

[Spuddie]

Hi Robert, thanks for your message.

Would you be able to confirm the reason why the installation was cancelled. For example, the lack of capacity at the exchange, as opposed to the distance between the property and the exchange, which is what your customer service provide told me? That would help us understand the situation a bit more.

Spuddy

[Steven_L]

Thanks for coming back to us Spuddie, unfortunately we wouldn't be able to advise anything further to what you have already been told. 

Kind Regards,

Steven_L