Forum Discussion

Gabars666's avatar
Gabars666
Hanging out
2 months ago

OTS procedure gone horribly wrong

So, I was with Sky, did OTS online about a week ago, got the hub 2 days later but it wouldn't connect despite trying all the fixes so an engineer was booked for the 15th as we were away this week. The agents didn't even know which box i was referring to, it's one of the old double rf rfog adapter boxes which have their own power supply.  I spoke to someone at virgin who was part of the tech team as I was worried sky will disconnect me before the engineer visits and while we're away, meaning all of our ring devices will be offline while we're away but was "guaranteed" it wouldn't be and he explained that Sky need to wait for the signal, which was reassuring. We went away Monday and sky disconnected us on Tuesday. Tried speaking to them but they said the best they can do is add me as a new customer but there is a 14 day wait, even though I have all the equipment. We've been without any Internet for 4 days now, will be 7 by the time engineer visits. We both work from home and can't rely on hotspots so will have to see if I can get a 5g broadband deal from three or something just for the month. Virgin say they can't do anything whenever I call, same with Sky, I should have just kept Sky for another month and cancelled myself. Terrible experience, spoilt our time away as we've only recently moved to the area and being without some form of security had me anxious most of the time. 

If the engineer visit doesn't sort it I'll be looking to cancel and going elsewhere. 

OTS
switching

14 Replies

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    2 months ago

    You should certainly have kept Sky for another month. In the meantime buy a MiFi router and a data-only 4G SIM card as backup.

    • Gabars666's avatar
      Gabars666
      Hanging out
      2 months ago

      Thank you, will do that. I mean hopefully engineer will be able to install but that still leaves Monday when we both need to work and be in meetings all day

      • jpeg1's avatar
        jpeg1
        Alessandro Volta
        2 months ago

        With both of you WFH you will need a backup service anyway.

        VM is good when it works, but when it does go down it can be for days. 

  • Vikki_M's avatar
    Vikki_M
    Icon for Forum Team rankForum Team
    2 months ago

    Hi Gabars666,

    Thanks for your post and welcome to our community. 

    I'm sorry to hear there has been an issue with the switch process.

    The service with your previous provider shouldn't end until your service is active with us. 

    I'd be happy to look into this further for you. 

    I'll send you a private message now. 

    Please look out for the envelope in the top right of the page and pop back to me when you can. 

  • jb66's avatar
    jb66
    Very Insightful Person
    2 months ago

    Wouldn't a 5g router give similar performance to a hot-spot?

    • Gabars666's avatar
      Gabars666
      Hanging out
      2 months ago

      It probably would, I dont even know if it will work tbh. Our company VPN doesn't allow us to access certain in house apps if we are using mobile hotspots, not sure how they have set it up but I can't use my data warehouse app if I use the hotspot on my Samsung or my wife's iPhone 

      • Gabars666's avatar
        Gabars666
        Hanging out
        2 months ago

        I mean the other options for Monday are:

        • drive to the office in London, from Nottingham
        • Hire a workspace for the day
        • Ask the neighbour if we can nick their wifi for the day, but having checked coverage it would probably cut out mid meeting 
  • Gabars666's avatar
    Gabars666
    Hanging out
    2 months ago

    Also, as both companies are blaming each other i would probably need to go down the ADR route, but would I need deadlock letters from both parties?

    • Richardr1's avatar
      Richardr1
      Fibre optic
      2 months ago

      You shouldn't have to speak to your old provider, or indeed keep their service in case Virgin Media fail completely with their obligations - keeping their service in case your new provider messes up would mean that you weren't on the One Touch Switch process anyway.

      It is worth reading https://www.virginmedia.com/the-edit/glossary/what-is-one-touch-switch

      Any complaint is against Virgin Media and should go through their complaints process.

      • Gabars666's avatar
        Gabars666
        Hanging out
        2 months ago

        Yeah they are sorting it out for me tbf, turns out the fault doesn't lie with Sky, the VM agents sent out 2 device authorisations when we were troubleshooting and that triggered the "we are live" signal with Sky, even though no data has ever been recieved or sent through the hub. If a manual trigger (which can't be untriggered) is possible for OTS then human error will always be in the equation.