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Virgin refusing new connections?

I've just moved house and the new place is cabled for Virgin - in fact the internet connection is still active from the last owner, presumably it takes 30 days to cancel.

The address checker says services are available, I can place an order online - but it gets rejected manually at a later stage.

I've been calling Virgin for three weeks now and they won't open an account for me saying the area is over capacity. Has anyone else heard of this? I can't get a phone line (don't ask) so that means I can't get any internet at all...

The people I've spoken to on the phone have been friendly but it's always the same answer - they don't want me as a customer.

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Message 2 of 12
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Re: Virgin refusing new connections?

Happy to take a look

Can you pm me some details 

address including postcode


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Message 3 of 12
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Re: Virgin refusing new connections?

I have seen similar posts, it was a rule brought out a couple of years ago i believe, if the area is suffering from high utilisation they'll not add any new customers until issue fixed, this is one of the biggest/longest jobs to fix, this can take months to resolve, and with the current situation possible longer.

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Message 4 of 12
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Re: Virgin refusing new connections?

That's pretty inconvenient... leaves me with no internet options other than 4G which is rubbish here.

campo7 says he's looking into it - hopefully he comes back with good news tomorrow.

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Message 5 of 12
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Re: Virgin refusing new connections?

What area are you? We manage to get this resolved for a customer on the south coast only the other day.

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Message 6 of 12
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Re: Virgin refusing new connections?

Thanks Jon - PM sent.

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Message 7 of 12
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Re: Virgin refusing new connections?

Thanks to some good advice from campo7 all seems on track for a new account to be opened. Always worth posting when people care and problems get sorted!

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Re: Virgin refusing new connections?

Happy to help out. 


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Message 9 of 12
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Re: Virgin refusing new connections?

This is one case when I can actually feel sorry for Virgin. 

We see complaints on here from people who reckon they are getting a poor service due to Virgin over-subscribing their network. And then there are would-be customers who want a connection but are naturally disappointed when they can't get one.

It's a no-win. 

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Message 10 of 12
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Re: Virgin refusing new connections?

I wonder if any of those customer who have to persuade virgin to give them service complain a few weeks later that they have poor service because the service is overloaded.

Not saying the op will but I bet some people do.