Address is not listed, neighbours have it- spoke to Virgin on phone - less than helpful

[sallyed]

My partner and I just moved house to a new build. We tried getting WiFi sorted with Virgin as we had no luck with BT/Open Reach and Fibre as we were told it was not available to us. We then spoke to our new neighbours who told us they were with Virgin so we typed in our postcode and the people next door to us on both sides of the house both could be seen however, the house we are in was not displayed - so my partner tried calling Virgin on Sunday morning. He was on hold for over an hour with Virgin whilst they tried to ‘confirm’ the house. It is definitely an address listed with Royal Mail as we have checked and it’s all official  so we can’t understand why it was so difficult to confirm and verify - the lady who worked for Virgin then hung up and we had to try the process all over again. This time we spoke to a different person who then said he would check for us again. He the came back and told us there is nothing that Virgin can do and hung up which I personally find ridiculous as both sets of neighbours have Virgin beside us and one of their boxes is in their front garden to which they have said they do not mind a line running through their garden to our house to get our house connected to the internet. Just wondering if a manager can sort this out as being on hold for an hour to be told nothing can be done was a waste of time and was to be honest a disappointment! 

[Cardiffman282]

You have just had a tiny taster of VM customer service (and that's pre-sale too). 

[VM-Jon]

Hi @sallyed 

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

[Chor]

I am in exactly the same situation. Can Jon offer some help too. Thank you. 

[Daniel_Et]

Hi @Chor 👋 Thank you for your post and welcome to the Virgin Media Community 😀

In order to look into this for you, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

Regards,
Daniel

[Josie91]

Hi, I'm in a similar situation, my address isn't lsited as flats just as a single house (which is was before it was ripped down and rebuilt as flats) i can find my address when trying to sort other services and insurances but Virgin can't. I have completed two of the forms but haven't heard anything back. There is no other service provider that services my area, only Virgin. please please help i really need wifi 

[VM-Jon]

Hi @Josie91 

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

I am sorry to hear of the difficulties you are having, 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 please check out the little envelope icon in the top right hand corner of your screen for a private message from me

Thank you

Jon