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 tr...
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 🙄

    • 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 🙄

      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.

      • JDX98's avatar
        JDX98
        Tuning in
        7 months ago

        Thanks, since spoken to VM live chat and have agreed to waive £20. (Unclear whether it was £20 or £35 added originally). 

        My property has a Virgin Media wall socket which looks relatively new and the previous owners had Virgin services. 

        Would still prefer self install due to convenience and works going on in the property 🙂