street connected but my house is not - how can i get this resolved?

[Jit3]

Hi All

New to this but I have an issue - my street has Virgin broadband but it appears my house is not connected. My house is in the middle of 2 street boxes either way but it appears that my house was missed out. If i check on Virgin website about instillation it says my house is connected but it is not. Anyone got any idea as to whom to contact regarding getting my house connected to virgin. Much appreciated for any assistance, tried contacting customer services but get passed around, and then finally they say its a 3rd party contractor issue and they are not prepared to do the connection as it means digging part of street to connect my house.

[jpeg1 · Accepted solution]

VM have a fixed budget for new installations. If they have to spend more than they will get back from contracts within a reasonable time then they won't go ahead.

It sounds like your house has been marked for this reason, although there may be other more technical reasons too. 

[Jit3]

is there anything i can do more to get this resolved ?

[jpeg1]

You could call Sales on 0800 183 1234 and ask them. But if they have decided it's too expensive to install you can't persuade them. VM is not a public service and they are only interested in making money. If there's not to be made they will walk away.

Have you checked with Openreach when they will be installing FTTP in your area? 

[Matthew_ML]

Hey Jit3, thank you for reaching out and I am sorry to hear this.

If your house was missed out it would of been for a reason, we wouldn't of just missed this out.

I will send you a DM either way. 

[Jit3]

We use to have virgin a few years ago - then a new house was built next door and it appears that they took our line from our front garden thereby we no longer have a virgin line - is there anything that can be done to restore a line to our house 

[jpeg1]

Reply to the DM

[Matthew_ML]

Glad we've managed to get the ball rolling on this for you 🙂