Forum Discussion

Jacquih14's avatar
Jacquih14
On our wavelength
7 months ago

Cancelling New Order

I am slightly gutted as I have tried for a few years to get Virgin to come here, they now have and the first day I found out I went online to order it. But, I called up to ask to get multiroom added as well as a landline and was advised I cant at my address... I can only get the one box! She didnt know why or couldnt tell me. Before I cancel the installation does anyone know why this may be? I ordered the Big Sports package at £79.99 including broadband

  • Adduxi's avatar
    Adduxi
    7 months ago

    Sounds like you are getting the new XGS-PON fibre install.  It is most likely this is the issue, as the "TV stuff" works via the older co-ax cable installs?  I think the newer fibre only allows for streaming TV?

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    7 months ago

    Some VM connections cannot provide all the services, it depends what connection methods they use in your area.

    Did you get any detail about how the broadband will be connected?

    • Jacquih14's avatar
      Jacquih14
      On our wavelength
      7 months ago

      Not sure I'll have a look. Engineer came around on Monday and got the outdoors all set up ready for installation and this is a cable from the pole to the roof then into the house, is that what you mean?

      • Adduxi's avatar
        Adduxi
        Very Insightful Person
        7 months ago

        Sounds like you are getting the new XGS-PON fibre install.  It is most likely this is the issue, as the "TV stuff" works via the older co-ax cable installs?  I think the newer fibre only allows for streaming TV?

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    7 months ago

    Yes, that will be the reason for the limit on what they can provide. Newer isn't always better. 

    • Jacquih14's avatar
      Jacquih14
      On our wavelength
      7 months ago

      So it seems sadly, thank you both for helping me. Off to cancel it now 🙁

      • Beth_G's avatar
        Beth_G
        Forum Team
        7 months ago

        Hi Jacquih14

        Thank you for your post, we're disappointed to hear you waited a long time for our service and we haven't been able to meet your needs.

        It sounds like, as jpeg1 has suggested, you are on our XGS-PON network in which we can only offer the Stream method for TV services. With Stream, we can only offer one box per household we're afraid.

        Again, I am sorry for any inconvenience caused by this. If you do still need some help cancelling your order, let us know and we can do this for you from here.

  • Jacquih14's avatar
    Jacquih14
    On our wavelength
    5 months ago

    Me again.. I just searched for new offers but I couldn't find any, is there any available? Anyway, when I added Virgin to my basket it now lets me add extra boxes, is that multi room? No sign of landline as yet sadly but I'm thinking about just signing up and take it from there. Thank you😊

    • Akua_A's avatar
      Akua_A
      Forum Team
      5 months ago

      Hi again Jacquih14 You should be able to see any new deals here Regarding Stream, you are still limited to one box only. You can find all you need to know here Please do not hesitate to contact us if you need any further help.

      • Jacquih14's avatar
        Jacquih14
        On our wavelength
        5 months ago

        Hiya, thank you for your reply. Ah I got all excited there. I just want to get away from my current provider and Virgin are the only ones offering a decent speed. I’ll keep checking, sorry it’s all confusing for me. I just assumed it was as those didn’t come up the first time. Thanks anyway 

  • Jacquih14's avatar
    Jacquih14
    On our wavelength
    5 months ago

    Can someone help me please? I’ve decided to sign up to Virgin after all and get the Eufy doorbell and camera bundle but it doesn’t recognise me as a new customer. Am I doing  something wrong? How can I do this? Thanks 

    • Robert_P's avatar
      Robert_P
      Forum Team
      5 months ago

      Was the bundle offered as part of the sign up, Jacquih14? If so, there is help here on sign up offers and rewards here.