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lambey332's avatar
lambey332
On our wavelength
7 days ago

Signing up for broadband is a nightmare

So I'm buying my first house next week. A few weeks ago, I went online and filled in all the info, placed my order for broadband and self-setup as the previous owners had virgin broadband. Got the contract, agreed to it etc.

This week was supposed to be our original completion date so I called up to let Virgin know it had been delayed, and I found that the self-install kit hasn't been sent because the previous owners hadn't cancelled. Fine.

Today I received a new contract for a lower package at almost the same price, which I'm refusing to sign, and have also been informed that the package won't arrive until the 15th. I work from home, how am I supposed to do that without internet? How hard is it to send out a package and not send new contracts with the wrong products?

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  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    4 days ago

    Hi lambey332 

    Welcome to the Community Forums. 

    Sorry to hear of your concerns when signing up with us. This is certainly not the smooth joining journey we aim to provide.

    Indeed, we aren't able to install as a service at an address which already has an active service. The previous homeowner/tenant would need to contact us to close their account. When a new order is placed on an address which already has a service, we would need to try contacting the customer to investigate further. This can cause delays with any new customers looking to join us at that same address. 

    Have you spoken with our pre-installation team to see what's happening with your account creation and install? You can contact the team directly on 0800 052 1734.