VM broadband shows as unavailable but neighbours downstairs have it.

[Basauri]

I am in London and I live in a low rise block of flats. My flat is on the 1st floor, which is also the top floor.

When I moved in to this address, back in early 2013, I tried to get Virgin Media broadband installed but the location finder said it wasn't available at my address. After seeing that some neighbours had it, I contacted customer services to let them know there was a glitz in their registry. I was told there couldn't be but that they'd investigate. Don't think anyone did. 

It's 2024 now and the issue still persists. I still want to sign up and still can see my neighbours have it. Yet the finder at the website it says it's not available here.

The curious thing is that if I switch my door number on this website to that of the flat just below me, on the ground floor, the system says it is available and can sign up now. Yet when I try a door number from any if the flats on the 1st floor, it says it's not. 

That's why I believe there is an error. Virgin Media has the flats on the ground registered and it doesn't know the flats on the 1st floor exist.

I'd appreciate if someone can help with this. 

[nodrogd · Accepted solution]

I take it there is no internal VM wiring in the flats. If there was there wouldn’t be an issue, so I’m assuming external wiring is the only option. That’s where the problems start. Some local councils don’t allow visible wiring on communal properties. Beyond that VM would have to obtain wayleave, either from the building management or all the lower flat owners to cross their properties. The final hurdle is the maximum height VM installers will work at. Most only carry short ladders as installers are not trained or insured to work at heights.

[Basauri]

Not having the slightest idea of how these things work, your explanation sounds very reasonable to me and helped me understand the problem. Many thanks for having taken the time to explain. 

It's a council owned house, I forgot to say. And I assume there's no internal VM wiring, since the flats on the first floor aren't listed in the VM registry. Now I can see why.

Such a shame. But thanks again for your reply. A little less frustrating now that I understand what the problem is.