Virgin media Green cabin under my window, but will not supply me?

[RoosterUK]

Recently moved and VM told me they cannot offer me any services. There is a telecom manhole and a green cabin within 1m of my property, bu7t VM state they cannot supply me.
I spoke to an engineer last week that was in the manhole and they were installing the new fibre for the new upgrade, he couldn't understand why I cannot get VM either?

[Adduxi]

Blocked ducts?  No capacity in the cabinet?  Property has been marked as "unserviceable" by VM?

Hopefully when the fibre roll out is finished this will allow you to get a supply?

Perhaps a VM Spotter can be sent out to do a physical check for you.  If you wait here a day or two a VM Mod should pick this up and discuss with you directly.

[deehaw · Accepted solution]

very similar scenario to me.
Ordered broadband as they had just expanded into our area. It's the new cable by NexiFibre (irrelevant info).
When they were out planning a few moths prior, I agreed with them where the shared service entry point would be for me and neighbour. Was within some shrubs, so not easily visible
By August 2023 work was completed. By Oct I had placed an order. Was progressing well until they came to do the outdoor work whilst we were away. Engineer either couldn't find the duct or just gave up.

Marked my property as unserviceable. Apparently would cost several thousands to dig up and relay new duct! My dedicated green duct was less than 2m from my property. I even sent them photos and videos of it.
My order was cancelled.
bare in mind my neighbour's is still showing as serviceable (they haven't placed an order) but I can no longer place an order on my address.
Customer service, sales & pre-install were all unhelpful. Each passing the buck. I was adamant the engineer got it wrong and all I asked for was another engineer visit. They just wouldn't and it's very much 'computer says no'.
Complaints went it and eventually to Ombudsman. It's not resolved in my favour (although been offered compensation due to crap handling of complaint).

So I have managed to order the VM service to my neighbour's address - but obviously my name and bank details and credit check on my address as current address. When the engineer came out, he agreed that it is completely serviceable, connected up to external wall of my property (service point) with brown box and did blow test. All good.

Now the tricky bit is that the order is still showing as my neighbour's (they know). It's a shame I've had to do this but only way as VM are just so stubborn.
I could either call pre-install and give them correct address but they'll just say my house is not serviceable, or i could wait for engineer to come for indoor work at teh neighbour's and hopefully he will do the work at my house

[Sabrina_B]

Hi @RoosterUK 👋.

Thanks for reaching out to us and welcome to the Community Forums, apologies for the issues that you have had, it is somewhat tricky. Let's bring you into a private message so that we can look into this for you and get some account details.

Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
 

Thanks.
 

Sabrina