Forum Discussion

cameronbell28's avatar
cameronbell28
Joining in
28 days ago

2 separate VM lines to property

Hi,

I previously moved back into my parents property who already have VM.

I requested to take my current VM services with me as a separate line at their property so that I can work from home on a dedicated internet connection as the property is quite large.
I have been advised by VM customer service that I cannot have two lines to one property, however  I have read on many VM forums that it is in fact possible.

 

I ned this rectifying ASAP as I’m paying for my services that I cannot use. 

  • Client62's avatar
    Client62
    Alessandro Volta

    It reads like a way to burn money in what will become a new 18+ month contract.

    • cameronbell28's avatar
      cameronbell28
      Joining in

      Hi, thanks for your input.

      i had already signed up to a new contract in November but unfortunately me and my partner separated. I spoke to VM and they wanted £600+ to cancel my services so I opted to take them with me and have a dedicated line to use for my computer setup. 

      • nodrogd's avatar
        nodrogd
        Very Insightful Person

        cameronbell28 wrote:

        Hi, thanks for your input.

        i had already signed up to a new contract in November but unfortunately me and my partner separated. I spoke to VM and they wanted £600+ to cancel my services so I opted to take them with me and have a dedicated line to use for my computer setup. 


        Second lines rely on:

        1) The ability to pull an additional cable through ducts that are possibly already overcrowded.

        2) There has to be cabinet capacity for an additional connection. The traditional HFC networks were built only to accommodate the existing number of properties in a defined location. VM used to remedy this by putting additional splitters into the cabinets (which they were never designed for), which then degraded the service & ended up with them getting their knuckles rapped by the regulator. Hence they no longer do it.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    Are your parents on a fixed contract? If not they could cancel and you could then move your contract in. 

    • cameronbell28's avatar
      cameronbell28
      Joining in

      Hi, they are, they also renewed around October/November on an 18 month contract, however they have a pretty basic package compared to the one I'm trying to move to the property. 

      I just don't understand why it's an issue for VM to run another line to the property. What happens if people house share and require a separate/dedicated internet connection, do VM just advise people they can't use their services? 

      • Robert_P's avatar
        Robert_P
        Forum Team

        Hello cameronbell28

        We're sorry to hear of the change in circumstances and your additional line query, we appreciate you taking the time to raise this via the forums.

        We currently don't offer additional lines to an already serviced property, we're sorry if you have been given the impression this was possible.

        We understand this isn't the answer you were looking for but trust it answers your query.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    VM are not obliged to serve anyone. They will only connect you if it's possible technically and doesn't cost them too much money. 

  • Technically it should not require a second cable.   All it requires isa 3db splitter at the property end, and to move the cable to a higher tap in the cabinet !!   

    Commercially the VM systems only allow one modem per property address & account.   You would need two addresses (maybe 1a & 1b like flats?), but not sure if you can have two addresses on one account ?

  • Tudor's avatar
    Tudor
    Very Insightful Person

    Contrary to what you have been told it is permissible to have to connections at one location especially if they are in different names. Although there may be constraints previously mentioned. 

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta

    There are two questions.

    1. Can you have two accounts at the same address? Yes, it's been done multiple times especially for flats and each account holder gets billed separately. 
    2. Do you need a separate line? No, that's never done as what VM does is to split the existing cable with one leg for existing account holder and the other leg for the new account holder. However VM won't do this if the signal's not good enough for both accounts.
    • Tudor's avatar
      Tudor
      Very Insightful Person

      "Yes, it's been done multiple times "
      This certainly was the case, but I have had it clarified that the rules have changed and it is now not permitted. Still waiting for clarifications on student accommodation and HMOs.

  • unisoft's avatar
    unisoft
    Knows their stuff

    Isn't this a case of person moving to an unserviceable address and can therefore escape contract penalty free? The person is willing to be serviced but it is VMs processes that prevent it, not the customer. I would ask for a deadlock letter. None of this is highlighted in original contract or even on VMs web site.

    It's quite easy to run an additional cable In most cases, and most cabinets have space due to more fttp competition and customers that have left. Customer is willing to have the contract, VM simply won't let them. If they don't compromise then they lose the parents business as well as the original poster when original contracts expire. VM still lose.

    • Ryan_D's avatar
      Ryan_D
      On our wavelength

      This should be indeed correct.

      VM cannot have 2 accounts/services at the same address as the same time, currently.

      The PO should contact Virgin Customer Services and see what they can say/do regarding this situation.