Forum Discussion

JDX98's avatar
JDX98
Tuning in
7 months ago

Home Move XGS-PON to Cable

Good Evening,

I am moving out of my parent's home and as I was the account holder of the VM contract, I am completing a home move to move the VM service to my new place. My new place is served by traditional VM cable and the property has had VM before.

I have been advised by CS support that I will use the same equipment that I am currently using (Hub 5X), however this is for XGS-PON connection and as such, will not be compatible with Cable. I don't think the agent understood the difference when I was trying to explain the equipment and cable types are different between addresses.

During the phone call, the agent also offered self install or engineer install, I opted for engineer install. However since re-visiting the property, there is a white VM wall socket in the location that I would place the router. So I would like to change my install to self install. This also makes it easier for me due to work commitments.

Please could this be altered and ensure that equipment compatible with cable can be sent? I can then return the old xgs-pon equipment back.

Thanks

  • Molly_T's avatar
    Molly_T
    Forum Team
    7 months ago

    Hi JDX98 👋 Welcome back to the community forum! Thanks for posting. 
    Sorry to hear about your recent experience with our services, particularly in swapping these over to a new address! 
    We will need to send you a PM to confirm a few account details so we can take a closer look at what's currently happening, and to offer support in changing your manned installation to a Quickstart if needed. 

    You can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

    Wishing you all the best. 🌞

    • JDX98's avatar
      JDX98
      Tuning in
      7 months ago

      Thanks, I have just sent you a message.

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    7 months ago

    As your hub 5X is incompatible your manned installation is mandatory and therefore FOC. Also you must take the hub 5X with you and the tech can take it away.

    • JDX98's avatar
      JDX98
      Tuning in
      7 months ago

      Thanks! This wasn't mentioned in the phone call and £35 is being added to my bill ðŸ™„

      • Roger_Gooner's avatar
        Roger_Gooner
        Alessandro Volta
        7 months ago
        JDX98 wrote:

        Thanks! This wasn't mentioned in the phone call and £35 is being added to my bill ðŸ™„

        My post was not correct. The bit about the hub 5X was right, though: you bring it with you, but as it can't connect to the legacy network it will have to be returned.

        If the property had been served by VM, Molly will send you a Quickstart kit (which is for a DIY installation). If this is feasible but you choose a manned installation then VM will charge you for it. However, sometimes a DIY installation is impossible for reasons including a missing socket or damaged cable, or there was never a previous installation, in which case there will have to be a mandatory manned installation which is FOC. If a tech attends he can take the hub 5X away, otherwise VM will send you return packaging for it.

        Hope this clarifies it all.