Broadband service during delay

[andy4p]

Hi after a couple of delays, my installation has now been delayed by 14 days beyond the contract with my current provider.  Will Virgin ensure the broadband service continues?  Also the cost will go up, one of the reasons I'm switching - will Virgin compensate me the increases cost from my current provider?  Thanks

[jpeg1]

The safe practice, always recommended on here, is not to cancel the existing service until VM is working. VM connections are often delayed, particularly if a new cable to the road is required.

But if VM has promised the connection on a certain day you will be entitled to compensation. 

[RetiredATCO]

Have you used the One Touch Switch service when you ordered from VM?

I used this when moving from TalkTalk and VM updated TT as to the go live date when it changed twice, in my case being brought forward and TT disconnected their service 3 days after VM went live.

[Matthew_ML]

Hey andy4p, thank you for reaching out and a warm welcome to the community I am sorry to hear about this install issues.

I can see you spoke to the team since this post, did they manage to help at all?

[andy4p]

Hi, thanks for the replies, I spoke to Virgin who told me it was my responsibility to tell my current provider.  That did not sound right to me (and does not match what I later saw on the Virgin web site) but I called my current provider anyway (Now Broadband) and they said the broadband service would not stop as they had not received the "OTS"?? from Virgin.  They also said it was my responsibility to cancel the service, and confirmed that, because I have not renewed with Now, the charge will go up considerably this month.  @Matthew_ML could you clarify please, what should happen in terms of managing the current provider?  Thanks