Cancelling New Order

[Jacquih14]

I am slightly gutted as I have tried for a few years to get Virgin to come here, they now have and the first day I found out I went online to order it. But, I called up to ask to get multiroom added as well as a landline and was advised I cant at my address... I can only get the one box! She didnt know why or couldnt tell me. Before I cancel the installation does anyone know why this may be? I ordered the Big Sports package at £79.99 including broadband

[jpeg1]

Some VM connections cannot provide all the services, it depends what connection methods they use in your area.

Did you get any detail about how the broadband will be connected?

[Jacquih14]

Not sure I'll have a look. Engineer came around on Monday and got the outdoors all set up ready for installation and this is a cable from the pole to the roof then into the house, is that what you mean?

[Adduxi · Accepted solution]

Sounds like you are getting the new XGS-PON fibre install.  It is most likely this is the issue, as the "TV stuff" works via the older co-ax cable installs?  I think the newer fibre only allows for streaming TV?

[Jacquih14]

Ah ok, I am gutted. Waited so long, my current broadband supplier runs out next month so was all pretty perfect. Thank you

[jpeg1]

Yes, that will be the reason for the limit on what they can provide. Newer isn't always better. 

[Jacquih14]

So it seems sadly, thank you both for helping me. Off to cancel it now 🙁

[Beth_G]

Hi Jacquih14

Thank you for your post, we're disappointed to hear you waited a long time for our service and we haven't been able to meet your needs.

It sounds like, as jpeg1 has suggested, you are on our XGS-PON network in which we can only offer the Stream method for TV services. With Stream, we can only offer one box per household we're afraid.

Again, I am sorry for any inconvenience caused by this. If you do still need some help cancelling your order, let us know and we can do this for you from here.

[Jacquih14]

Thanks Beth, yeah I'm so gutted, anyway can you clarify something for me. I went on chat to cancel and had to call up, the assistant said it will be coming for definite as well as the landline. He extended my installation date instead and told me to contact again in a month or so when it will all be active. I get the feeling he was stringing me along a bit, I've emailed in now to cancel anyway but just wanted to see if its true what he was saying. Thanks. 

[Matthew_ML]

Sorry to hear this.

Sometimes installs can be put on hold due to reasons out of control

Your 14 days only starts from the day you are installed not the day you take the deal out.