Why can't i get Virgin media when my upstairs neighbours can?

[N99flake]

My upstairs neigbours have Virgin Media (it is only us and them in the property; two flats with a shop below) and i've been told whilst on the phone to Virgin that they cannot install to my flat! This seems really odd to me as I can see the cables running outside my front window, up the wall and into my neighbours property. I can see a few Virgin boxes too, so i'm really perplexed. 

I own the flat, and i was originally told that a virgin media tech / spotter would come out and check, then give me a call back to arrange installation or discuss further - this was over a month ago now and i've not heard back. 

I've called back a few times but no one seems to be able to tell me the exact reason why I can't get it, and i tend to just be transferred around to different reps before an unclear response is given on why i can't. so this feels very frustrating! 

Does anyone know why this may be or what I can do to hopefully push this in the right direction. I'm very keen to have Virgin Media, so happy to work through a few hurdles if i can find out what they are.

[VM-Jon]

Hi @N99flake 

Thank you for reaching out to us here, welcome to the community.

There could be a number of reasons why one property could receive service and not another. It’s very difficult to say without understanding it a little more so I would like to take a look at this for you and see what I can do to help. In order to do so I will need a little bit more detail so I will send you a private message.

Once we have a better understanding we may be able to escalate this to one of our team to resolve for you because we would love to have you as a customer.

Thank you

Jon

[N99flake]

Hi Jon,

Thank you so much for helping us out here - fingers crossed we have an installation happening on Friday! 

Best,

George