View Full Version : Moving house, but the new new place is not on the Virginmedia Database!
TenderLoin
22-10-2007, 14:32
Hi all
I would be very grateful if someone can help me out.
I'm moving out of my room from NW11 0NT and wish to carry my services down to my new rental flat at CR2 7EE in Sout Croydon.
However when I spoke to one of the CS she can't find the address on the data base.
I'm 100% sure that the address is correct, it is on Royal Mail postcode Database, It is an old Victorian house and the flat already have an old Telewest box in it.
I asked if she can investigate and add the "new" address, but she held the VM database like an end-all sacred religious scroll that can't be wrong or outdated. There are other Flats in the house (10 of them believe it or not!) and some of them ARE on the database, but she can't be bother to investigate or use the common sense that the house IS or CAN BE cabled by VM.
When I suggested that VM would lose me as a customer if they can't just look into it, all she reply is, I may do that and that's it. She just can't be bothered.
After all the long grumpy writing I hope someone from Higher Plain can help me out. I will always prefer a cable internet but if VM keep on can't be bother attitude, there is a BT box sitting neatly next to the Telewest box.
Many Thanks!
If you go to http://allyours.virginmedia.com/websales/service.do?id=1 and put the postcode in the check your postcode box on the left hand side, it lists about 30 addresses on that postcode.
TenderLoin
22-10-2007, 14:51
Done that, and my flat number is not on there. I assuming that's the same database the CS looked at earlier, even though I do have an old Telewest box in the flat.
I can provide the full adrees, but not sure if it's such a good idea.
MovedGoalPosts
22-10-2007, 15:04
If it's not in the database, but you are convinced service should be available the only way of getting it sorted is to convince Virgin Media to do a Site Survey i.e send someone to take a look. Getting someone to agree to that is virtually impossible.
Service to flats can be a challenge due to all sorts of legalities with the block freeholder / management company, as well as the indivdual owners of flats. Essentially there needs to be an established easement (legal right) to cable through common parts of the buildings. Frequently that doesn't properly exist.
TenderLoin
22-10-2007, 15:12
That's where I failed to convince the CS to do. It seems there is not other way to transfer my existing service to the new flat even though there is a TW box in there.
Any other views/suggestion on the matter? Or shall I keep calling the CS in the next 2 days hussling them to send someone out?
It would be a great shame after all these years with cable and now I have to downgrade to adsl, though better tv with Sky probably.
I would say you should be able to get a service from Virgin Media as the street is cabled, but as your moving into a rental flat I would check with the managment company/landlord because some flats may not be allowed cable services due to the land owner.
I came across the same problem when I was looking for a rental flat a few years ago, the building contained about 20 flats but it wasn't showing up on the postcode checker.
It wasn't until I asked the letting agent about getting cable tv services I was told that the owner of the building had refused permission for Telewest to install cable TV upto his property.
TenderLoin
22-10-2007, 15:27
I think I'm sounding stubborn here, but there is already a TW box in the flat
I can see the green plastic tube tentatively sticking out of the black box wall at the front entrance, and there are connection cable out of the TW box in the house.
I did get the permissionthat it is ok to install cable and apparently the previous tenant did have it the service. Not sure why it not on VM database.
If I'm going to hussle someone in VM to listen to me, izzit best to go to CS or perhaps Retention? or any other numbers to dial?
PM me your house number and post code, also a contact number.
I'll check your area out and if need be I'll have a spotter sent to check your new place.
You may want to check with the CF team just to make sure I check out ok :)
MovedGoalPosts
22-10-2007, 15:42
r00t is a VM staffer so your details are safe ;)
r00t is a VM staffer so your details are safe ;)
What would be useful is what CableHell has, and a little icon for all VM staff.
TenderLoin
22-10-2007, 15:59
This forum is what one main reason that make me i love and stick with cable!!
What would be useful is what CableHell has, and a little icon for all VM staff.
I'd rather not thanks, but still a great idea for those that wanted it. ;)
TenderLoin, pm returned and e-mail fired off :D
What would be useful is what CableHell has, and a little icon for all VM staff.
The risk is that staffers end up getting lots of unsolicited PMs. We prefer to give them the freedom to volunteer their help as and when they wish to.
TenderLoin
22-10-2007, 16:26
That's where I appreciate it most, volunteering to be helpful. Doubt you will ever get bonus from Richard B for that but "rOOt" if you live near Croydon I would buy you a pint ...subject to the spotter sort out my problem!!:D
If I don't have a returned mail by 9:30 tomorrow I'll be doing it the old fashioned way. Phone call and shout alot ;)
I'll buy the second round :D
TenderLoin
23-10-2007, 12:14
r00t any chance the spotter return the email? I'm prepare to buy the third round to soothe your throat for all the shouting.
LOL, keep checking your PM's ;)
dougiefresh
24-10-2007, 12:12
I'm sorry I am hijacking your thread, but, I too am in a similar quandary.
I've recently moved into a new build house, well nearly new at 3 years old. I'm not on the VM database and have requested a site survey.
I have left messages with the Site Survery team, but to no avail. Does anyone know of a direct dial number to move this forward? Otherwise, is there an alternative plan of action, other than leaving messages on their voicemail.
I live in the Winnersh, near Wokingham. Where most of Winnersh is cabled.
Many thanks,
Doug
PS. sorry once again for hijacking your thread :)
Is there a green cabinet in the street anywhere near your house, and is there any evidence of the pavements nearby being dug up? Do any of your neighbours have cable?
If the street is cabled, it might just be possible to get them to install for you, but if there is no cable in your immediate area already, I'm afraid you're wasting your time.
dougiefresh
24-10-2007, 12:30
Thank you for the quick response!
There is a green cabinet about 200 meters or so from the house, about 99% of the street is cabled. I live at the entrance of a small close, which hasn't been dug up.
My saving grace, is that I fortunately live next to the road which has been cabled, so I'm hoping that this will not pose any problems.
Cheers,
Doug
Is the close you live in entirely new-build? Are any of the houses in the close itself cabled?
If there is a cable running past your property in the street and they can dig from it, directly up your garden to your house, then you *might* be able to persuade them. But if there is any need at all to get a jackhammer out, dig up/replace tarmac and put in any ducting, I think you can forget it ...
dougiefresh
24-10-2007, 12:42
Mine is the only new build in the street, the other houses have been there for the last 20+ years. Unfortunately, as we live in a private drive, NTL at the time did not install cable to those houses.
My only hope is that manhole cover which is about 30 meters from my house. It might involve an element of digging or they might be able to tap off an existing installation from my rear neighbour. Do you think that is feasible?
It's technically feasible, but is complex enough that hell will freeze over before they are likely to consider doing it. 30 metres is a lot of new cable, especially when there is no existing ducting to pull it through. You also have to get into agreeing wayleaves with your neighbours to cross their land.
I'm sorry to say that Virgin Media appears to have developed an allergy to actually laying new cable. They are only interested in connecting people from their gatepost to their front door.
If you want to know for certain, I think you need to keep doing what you've been doing, and pester the site survey people until they actually talk to you. However I think they chances of them doing your installation, based on what you have described, are very slim.
sprattgraham
24-10-2007, 14:29
I'm on a Private Drive and had to lay the ductwork on the Private Drive myself, was about 15M and NTL done the 15M install between the Private Drive and the cab
dougiefresh
24-10-2007, 15:10
From the manhole cover to my house is 30m, however, most of that distance (~28m) is across my back garden. So it really is not that much work for them to do.
As for my neighbour, I do not believe he will resist ... however, I've not covered that one with him, until I have a definitive answer from VM re: whether the install is feasible.
MovedGoalPosts
24-10-2007, 15:32
They may well be willing to run the cable up your private drive - that is no different to the average install.
The problem will be whether there is a "T" point at the pavement in the public road at the junction to the boundary of your property. If that "T" doesn't exist (look for a little green or black round / triangular plastic cap in the pavement surface), I doubt you'll persuade any install as they'd have to dig the public pavement up, and that just doesn't happen anymore for new customers.
Very unlikely they'd run a connection via a neighbour. That get's into all sorts of commplications with easements (legal rights) - after all what happens if your neighbour moves and the next chap doesn't like it?
dougiefresh
24-10-2007, 15:50
I guess so. Do you know whether the site survey team contact you directly to arrange a time to assess whether an installation is possible?
I've just had another look at where the big CATV cover is and it looks like there would be an element of digging of the pavement required to make this possible. Is it a question of money that they prefer not to do that work?
but there is already a TW box in the flat
Can you PM me the serial number or MAC of it, please? I can certainly see people in that postcode with DTV service, incidentally.
farazfastian
26-10-2007, 10:49
Hi guys,
After suffering and hurting by virgin media from all aspects i.e. service, billing, customer service and now home move I was searching some strong forum that can help me out. Let me start with the current issue first i.e. moving house and virgin media transfer.
On 1st of Oct I moved to a new flat and I rang VM for service transfer, first of all he disconnected my service from my old house and then asked for the new address which was not available in their database. The property I’m living in there are 3 flats A, B & C, All the flats were in their database except C and in fact flat B is using VM as well. The guy didn’t told me anything and just said that we’ll add it in the database and it would take 1 week and we’ll call you up. I don’t want to go in to details of it but you can see its 26 Oct,07 and all these 26 days I think I’ve given them more than 20 calls and every time I received worst CS.
Now they’ve received the letter back from landlord on Monday but still they’re not adding in to the database and waiting for the database-dept to do this and they don’t know how long its going to take. The worst part is that the installation date not available till 10th Nov and its continuously creeping.
Before that I was continuously having the billing issues with VM and just yesterday they’ve charged me £84 although I’m not receiving any services and I’ve not received any bill as well that because I think they haven’t changed my address yet. Anyway I’ll come to this billing issue separately under billing forum.
Could you guys help me how can I speedup the transfer process, it’s frustrating without internet, phone and TV
AND THE WORST PART IS THAT I CANNOT DO ANYTHING LIKE I CANNOT EVEN CANCEL THE CONTRACT NO MATTER WHAT KIND OF SERVICE THEY ARE PROVIDING TO ME :'(
TenderLoin
30-10-2007, 15:46
Can you PM me the serial number or MAC of it, please? I can certainly see people in that postcode with DTV service, incidentally.
I tried plug my phone into the box and intestingly I got an automatic dial to VM broadband sales!! so it must be conencted!
I'm certain it was cabled as I can certainly recognise the same sort of green plastic tube that lurk into the walled box. I have a burning memory of it due to 2 previouse experience. First is an NTL engineer dig up my whole front lawn to get a new cable into the house back in Hatfield (brilliant job they did though, put back the grass as it was, and refill the walkpath with tarmac, and no tangling cable!), second time is A Telewest engineer (another Croydon flat I moved into) that come and it fix the cable on my neighbour's wall which caused quite a stir! ( never let the missus overseeing the installation job!!)
On my misterious missing database I've given another go to the moving house department and this time I got a better luck with a much more knowledgeable person (Catherine? and Chris). A wayleave form has sent out and finger cross for a reponse. I've already notify the agents who manage the whole flat so there shouldn't be any excuse for a delay (I hope).
I still couldn't believe the attitude of the CS I 1st spoken to. Her computer-say-no and the am-i-bovered attitude to lose a customer is unbelieveable!
r00t thanks again for the sacred ncontact number you PM me. I will leave that as a last resort if I don't hear it back from VM any sooner!!
TenderLoin
09-11-2007, 18:50
Arrghhh!!! My patience is running very thing!
2 weeks now, and still nothing moved forward. Miss K of the moving house department said that she send out a Wayleave form last Monday but when I ring up my landlady she hasn't received anything. Ring up the Wayleave department yesterday with the number r00t gaiven me last time and run into a very unfriendly lady who reluctantly check my account and stated that there were no wayleave form requested on my account! And she refuse to be read the notes left by 4+ VM agents on my case and just send out the form and, with a very impatient tone, saying that I MUST go through the CS to request it again.
I managed to get a Miss J to "resend" another Wayleave form out today. I jsut can't believe Miss K not picking thing things quickly enough and after so many of collegaues message her to call me to resolve the matter, still never receive a call from her and, apparently, only she can follow up the wayleave request log as she is the one to send it in the first place! >:(
What is the policy of VM on solving the moving house issue? it's over 2 weeks now and nothing seem to move at all? Can anone give any brilliant idea to jump start the whole process again? Or any direct managerial contact I can make to straighten thing up?
Thanks all.
TenderLoin
14-11-2007, 18:41
Still no progress on the WayLeave form. After numerous calls and messages left I never heard anything from Catherine who 1st deal with my moving house request. That is until when I ring up just now and she is in and a Martin manage to grab her to ring me.
Apparently she has been waiting for more details ( which i have given twice, 1st is to her...and then to Julian last Thursday). What is she waiting for???? If something is missing you would expect her to call to clarify that after reading all the email left for her to call me.
Apparently she was on holiday last week and she rightly stated that someone should have follow up in her absence but that was not what I heard/get during last few calls.
She is not apologetic at all, and claim i should have given the details earlier. She just repeating the same conversation as we 1st spoke 3 weeks ago and expect me to "respect" her right of holiday last week! That is totally off the point!! And what had she been doing for the last 3 days?
I was very dissappointed and requested to speak to the duty/floor manager who is in charge to voice my concern. She get agitated and treat me like a kids that doesn't understand VM proceedure. Damn well I don't by the way she do things! After I insisted on speaking to someone with more seniour status she just cut me off and put me on hold without saying anything.
I ring back immediately and a Mike manage to forward me to a Martin P (after lengthy persuasion). Not sure if it was the same Martin or not and when he check up my account ...unless I heard it wrong...ALL THE LOG OF MY PREVIOUS CALL/REQUEST OF THE LAST 3 WEEKS IS GONE. There is no log about my Wayleave and it is there is that my services has been disconnected. He is very apologetic and sympathetic but unfortunately he admitted that manager has left at 5pm. He will try to sort things out and give me a ring tomorrow, and he also left the name of the Manager name Jason B. Can anyone from VM could kindly confirm if he the one in the Wayleave department?
Thanks for reading this grumpy long-winded poorly structured message (is on a annoyed mood).
r00t if you reading this can you offer more advices? I don't want to PM you to intrude your time.
Still reading and chasing up for all the people who PM'ed me asking about wayleave.
I'm must admit I thought a reply to a VM employee, would have been forth coming. I feel as let down as you guys. I've not given up though :)
TenderLoin
19-11-2007, 12:17
Hi all!
I'm still not receiving call from VM regarding my wayleave/moving. I'm attaching these images of my flat hoping that someone to convince VM to by pass that and just update the database then come and cable me up as an early Christmas present:
01 Where the box is in my flat...
http://www.desm.co.uk/DATA/01.JPG
02 Where it comes out on to the external wall....
http://www.desm.co.uk/DATA/02.JPG
03 connected along the RWDP....
http://www.desm.co.uk/DATA/03.JPG
04 turn at outer front wall....
http://www.desm.co.uk/DATA/04.JPG
05 on to the little brown box at the front!!
http://www.desm.co.uk/DATA/05.JPG
Please help! it's over 3 weeks now and I'm going away on the 2nd of Dec and won't be back until the 28th. It will be so depressing without cable and broadband at home during the holiday break!!:(
TenderLoin
21-11-2007, 22:06
Just a thought
May be I should try to check out if any of my flat neighbours are not subscribe to VM, but their Flat number IS on the database, I could just pretend and claim that flat number, get connected, then just ring back and said there has been a mistake and change it to my own flat number?
Just a thought......
Lord Nikon
21-11-2007, 23:41
I would ask them to verify the serviceability of the other flats at that address, if they exist then it should just be a database update to put yours on
TenderLoin
22-11-2007, 10:13
I would ask them to verify the serviceability of the other flats at that address, if they exist then it should just be a database update to put yours on
That is a wording I haven't try....I might ask them to if I ring them again.
I DID told them that the whole house is own by SAME PERSON and it was converted to multiple units for rental, and I'm sure there must be some already on the subscription with VM. I'm "borrowing" my neighbor's internet as we speak and the speed is good!
lostandconfused
22-11-2007, 13:18
That is a wording I haven't try....I might ask them to if I ring them again.
I DID told them that the whole house is own by SAME PERSON and it was converted to multiple units for rental, and I'm sure there must be some already on the subscription with VM. I'm "borrowing" my neighbor's internet as we speak and the speed is good!
did it used to be just one house?
It could be that on the system it is down as just one house, so cant open another account. if thats the case, a DAF needs to be sent from sales.
TenderLoin
22-11-2007, 13:32
did it used to be just one house?
It could be that on the system it is down as just one house, so cant open another account. if thats the case, a DAF needs to be sent from sales.
It used to be but must be years ago. Royal Mail has the updated data on their postcode finder.
There are 10 rental flats in the house all owned by one same landlord. I think 6 of them arealready on the database. Not sure if all of them have subscription with VM though.
As I mentioned in my earlier posts and photos attached, there are already box installed on the front and it distributed services throughout the property. I just don't understand why can't they update the database accordingly and give me back my services?
By the way what is a DAF?
lostandconfused
22-11-2007, 14:35
It used to be but must be years ago. Royal Mail has the updated data on their postcode finder.
There are 10 rental flats in the house all owned by one same landlord. I think 6 of them arealready on the database. Not sure if all of them have subscription with VM though.
As I mentioned in my earlier posts and photos attached, there are already box installed on the front and it distributed services throughout the property. I just don't understand why can't they update the database accordingly and give me back my services?
By the way what is a DAF?
sorry, data ammendement form, it goes across to central housefiles, who either send someone out to check or update the records.
i would try again with sales ask them to send the form, i would offer to help, but am off the phones until next month.
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