Anyone knows how to contact Virgin (NOT web bot chat)?
I am an existing customer, and wanted to switch from WiFi to optic fibre. I filled the form, set up another direct debit, got email from them about installation date (31 July) and Contract information Sheet. It is now 05 Aug and nothing happened.
Can anyone help please?
The only other method is to wait here a couple of days for a VM Mod to pick this up and discuss with you.
However, it is unclear exactly what you are seeking to do? What is a "Wifi to Fibre Optic" switch exactly?
It is simple- I am on WiFi Internet connection and want to switch to optic fibre connection. I don't know what else is involved as I have never received any further information.
I agree this is confusing because Wi-Fi is from the Hub / Router and is used inside the home by mobiles, laptops, fire tv sticks etc.
Fibre optic cable or Coaxial cables are the method of connection used to the outside of your house and to the local street cabinet.
Unfortunately you description is a bit woolly. Do you mean your are on a VM coax broadband connection and wish to change to fibre? If so, I have not seen any existing area users being changed over. Locations that have the availability of both coax and fibre connections are at present only offering fibre to new customers.
Please note: it’s a broadband connection to your home, WiFi is what you use on your device, it’s not the connection. I know it may seem pedantic, but it can cause a lot of confusion and loose you time while it’s sorted out.
You said you "filled the form". What form is this?
If you are currently a VM broadband customer and wanting to switch to the Full Fibre network then you will be on VM's older DOCSIS (Fibre) network which uses coaxial copper cables. The incoming VM coaxial cable carries both the linear broadcast TV channels & the DOCSIS internet. You can receive broadband speeds up to 1Gbps on this network. VM won't allow existing customers to upgrade to the Full Fibre network from the DOCSIS network at present.
Full Fibre (XGS-PON) is fibre to the premises and is VM's newest network currently offering speeds up to 2Gbps symmetrically and will be capable of 10Gbps symmetric speeds in the future.
If and when it does become available to existing VM customers then they need to be aware that the full fibre to the premises network uses VM's latest router, the hub5x, which isn't compatable with the older DOCSIS network and it doesn't have modem mode. There is also no landline service on the full fibre network. On the new network the TV service (if taken) is carried over the internet so there is no recording facility either.
You say that, 'I filled the form, set up another direct debit, got email from them about installation date (31 July) and Contract information Sheet. It is now 05 Aug and nothing happened.'
If that's the case then it seems likely that the new order has been cancelled for the above reasons.
I suggest that you could try calling the pre-installs team on 0800 052 1734 and ask them what's happening. They are open 8:00am to 9:00pm Monday to Friday, and 8:00am to 6:00pm Saturday and Sunday
At this time Docsis is better then Full Fibre
