Forum Discussion

theflyingbarney's avatar
theflyingbarney
Joining in
3 months ago

Moving house - absolutely insane policy

I'm an existing customer due to move house in the next few weeks. I work from home.

Having been to visit the new property, there is no Virgin socket and all of the existing telecoms wiring is in an awful state inside and out. It will definitely therefore need an engineer to sort the installation (plus all the existing wiring goes into a stupid place so we'd prefer to have the socket installed elsewhere anyway). Obviously, that job could take a litle while. Fortunately, I have two months of overlap with my current lease ending, so I can continue to work from the old property while the work is done to the new property, right?

Apparently not - both live chat and telephone support have been telling me it's not even possible to book an engineer to come and look at the installation until I have disconnected my existing service. If I do that, and then the engineer says that the installation can't be done quickly, I have two properties with no internet at either and I'm s**t out of luck. 

I'm not even asking for the new connection to be activated early - just for the physical installation work to be done. Once it is, then I can disconnect the old connection and activate the new one seamlessly. Surely that isn't too much to ask?

Am I going mad?

  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    3 months ago

    Will there be another adult living at the new property?  If so, they could start a new customer account at the new property.  That will also come with the benefit of a much lower price for the 18 month contract.  You can then just cancel the contract at the old property with 30 days notice.  Only issue will be whether you would be subject to an early disconnection fee on that connection.  What does it say about the contract on your online account?

    Also you may have two connections running for a little while - but just view that as an "insurance policy" 😎

  • Jonny-M's avatar
    Jonny-M
    Fibre optic
    3 months ago

    Start a new contract at the new property (with someone else's name ideally to avoid confusion), get the physical installation done and then cancel it under the 14 day cooling off policy.

    Then do the house move when you are ready.

  • Zach_R's avatar
    Zach_R
    Forum Team
    2 months ago

    Hi theflyingbarney,

    Thank you for your post and welcome to our community forums. We're here to help.

    If you're planning to move your services to a new address then to put that order in place, including pre-install works, then a pending disconnection would have to be put in place on your current account.

    Do you have anything booked currently at the new property?

    Thanks,