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WhatIsTheMatrix's avatar
WhatIsTheMatrix
On our wavelength
12 months ago

Leaving Broadband & TV Wants To Connect To VM WiFi Network

I'd told a VM rep that as out of broadband contract I wanted to leave VM broadband after 25 years with them. This was around a week ago. Nobody has acted on my request and next bill does not reflect my request to leave.

Today engineer came and installed my new broadband, so I disconnected my hub as I'll have to send it back I was told?

Tried to watch TV and it kept saying I'm connected to the wrong network and to connect to my VM WiFi network.

How can I if I'm leaving?

I take it the box won't record now or update?

What am I supposed to do? If I leave VM broadband I'll have no VM Wi-Fi to connect to and I tried to connect elsewhere (via ethernet and Wi-Fi) and nothing.

This seems like a catch 22 scenario or am I missing something? Does it want my hub moved to where the TV box is and connect via ethernet to that?

If the TV now cannot record then keep that becomes pointless (I'm out of contract in January 25). 

8 Replies

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  • newapollo's avatar
    newapollo
    Very Insightful Person
    12 months ago

    For any VM TV set top box to work it needs to be connected to VM broadband. The TV won't work with any other ISP.

    If you still want to use your current VM TV set top box then you will need to reconnect  your VM hub.  You can run both your new ISP's equipment and the VM hub at the same time.

  • nodrogd's avatar
    nodrogd
    Very Insightful Person
    12 months ago

    VMs TV boxes work on a closed local network, so your new ISPs hub will not have access to the local headend TV servers.  Even if it could, they all have the same address, as on VMs network the boxes can only see the local server that is upstream. VM TV is no longer sold without VM Broadband as a result. You will either have to stay with VM Broadband or give up the TV as well.

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    12 months ago

    You have given 30 days’ notice. After you leave you'll get your final bill. Don't cancel your direct debit.

  • japitts's avatar
    japitts
    Very Insightful Person
    12 months ago

    You obviously have a V6 or TV360 box - VM's CS systems should flag when you give disconnection notice on the associated broadband, and - as per nodrogd's post above - you'd need to either keep the broadband or disconnect the TV service as well.

    Having said that, your services should all have the same minimum term date, and you mentioned the TV being in contract until January 2025. How did you manage to disconnect the broadband early?

  • WhatIsTheMatrix's avatar
    WhatIsTheMatrix
    On our wavelength
    12 months ago

    Putting the VM Hub back together and reconnecting the cables didn't work?

    To explain our VM box is in the front room and our VM Hub is in the back room for our PC's to connect via ethernet cable. I've reattached everything as it was and still no network connection.

    So I take it even if the VM Hub got moved to the front room by an engineer that won't work as I'll have no VM Broadband?

    How did that happen (contacts not in sync)....we've been with them for 25 years but a couple of them for TV alone we went with SKY so maybe that's how the 2 contacts never run together?

    Hopefully a VM Rep can say that with no broadband then no TV that can record?

    That wasn't mentioned to me on the phone when I spoke to someone a few weeks ago?

    As I've joined a new ISP and it's set up and working I'm not going to pull the plug on them as VM prices are getting way overpriced.

    So my options are leave completely and pay a probable early disconnection charge as TV contract runs out mid Jan 25 or keep the lot until then and then cancel everything but be paying more than what I would of done by keeping just VM?

    • WhatIsTheMatrix's avatar
      WhatIsTheMatrix
      On our wavelength
      12 months ago

      A little update...I had in fact messed up as I forgot to put in a ethernet cable back into my VM Hub anyway still doesn't work.

      So going to the TV it says still no network. I attempt to go into the VM connection which worked on my PC but doesn't want to on the TV?

      I then tried to record a little bit of Stargate SG1 that came on and it worked.

      I have no network connection but can still record?

       

      • David_Bn's avatar
        David_Bn
        Icon for Forum Team rankForum Team
        12 months ago

        Thanks for your post on our Community Forums WhatIsTheMatrix, and welcome back!

        Sorry to hear of the confusion that has been caused on this matter.

        As per what has been previously advised, we cannot offer our TV services without a Virgin Media broadband connection.

        Let's take a closer look into this one for you - check out the envelope in the top right hand corner for a private message from me

        Thanks

        David_Bn

    • japitts's avatar
      japitts
      Very Insightful Person
      12 months ago
      WhatIsTheMatrix wrote:

      How did that happen (contacts not in sync)....we've been with them for 25 years but a couple of them for TV alone we went with SKY so maybe that's how the 2 contacts never run together?

      Post up a copy of your most recent contract/bill with your personal details & the prices redacted - the pertinent bit is the contract dates which are usually at the bottom.

      What you describe is most unusual, but without sight of the contract - it's impossible to speculate any further.

      A TV360 box generally requires a network connection to view & set recordings. A V6 will work without a network connection (except for VoD/streaming) but the lack of EPG updates will cause the TV guide to gradually become "To be announced" and thus force all recordings to be made manually. You've not confirmed which you have, but are describing the operation of a V6.