Just ordered and reading horror stories

[Danny84]

I have just ordered the 200mb speed with phone line (same number) on Tuesday 7th May. I am currently a BT customer, have been for many years and I have to say I have had no issues with them whatsoever.

I received an email today stating "We're sorry to say we need to reschedule the installation slot you picked on our website to <30/06/2022> between <8 am to 1 pm>. My original date was only the day before 29/06/2022 so I am not to concerned about it moving by 1 day.

The reason I post here is because I just read so many horror stories of installation dates getting pushed back months, getting passed from pillar to post and having to wait months without any help. At least I will have this reference here if something goes wrong down the line.

I have wanted to get Virgin for a few years now but in my area they did not have the cable put under the ground. They recently done some work around the streets here obviously they must have put the right cables down for everyone to get Virgin now. When they notified me through post that it is now available I joined up.

The problem is I didn't read these forums before I actually jumped at the chance to order Virgin, if I had I don't think I would have bothered. After receiving email today of cancelation by 1 day I decided to have read and it got me on edge reading these stories. I'm going to say right now, if my date is cancelled by 1 week or more I am not staying on this merry-go-round like many others have. I will certainly cancel straight away and stick with BT then upgrade with them.

I'm keeping my fingers crossed things go to plan and this installation date is right. I feel for many people on here reading their stories and it is just not right they are treated in this way. Didn't have this carry on with BT. I am giving Virgin a chance here to stick to the dates given, I hope they follow through after giving them my custom.

[jbrennand]

Whatever you do - dont cancel your current provider.  Let it run until VM is installed,and running to your satisfaction within the 14-day cancellation period.

Having 2 running together, is a small price to pay in order to ensure continuity of connection.

Nine out of ten installs happen just fine - but keep us updated

[nodrogd]

You will read about issues here simply because it is a customer forum to deal with issues. The vast majority of installs go without a hitch, although it is always advisable to overlap your service with your existing provider for a few weeks. Any changeover that requires moving to different infrastructure should be treated in this way as ducting blockages do happen. Hopefully with a new build full fibre area these should be very few & far between. Most of these occur in existing HFC served areas where multiple coax cable pulls over years of installs have blocked the ducts.

[Danny84]

I will certainly keep it yes until it is installed but I was under the impression as soon as Virgin starts BT will automatically cancel as they sort things out. I'm taking it I will have to cancel BT myself once everything is installed with Virgin? Or if it gets installed I should say.

Well my current contract with BT is a rolling month contract as I haven't bothered to renew or upgrade, so i've just been paying month by month so it should cost me nothing really if BT stops and I want to renew a contract with BT again (if all goes bad)

I'm hoping Virgin works out because I want the 200mb or close to that, I currently get 60-70mb with BT and I pay more but if I get the hassle from Virgin I will be quite happy to upgrade to the fastest I can get with BT. Fingers crossed things go fine and I shall update as things progress.

Thanks all for replying.

[Anonymous]

If memory serves me right you have to give 28 days notice with FTTC isps. If you're moving from one FTTC isp, lets say BT to Plusnet this is shortened to 14 days, in that scenario you would only need to submit your details and place an order, that ISP then does all the necessary work to get you switched over.

With Virgin Media it doesn't fall under FTTC or Openreach services so you would need to cancel BT whenever the time is right.

As for upgrading with your existing provider you could only do this If your area is G.fast or FTTP enabled. The vast majority of us in the country are stuck between FTTC and Virgin Media at the moment.

[nodrogd]

VM will only cancel your BT service for you if you are porting an existing landline phone number to them. If you are taking a number with you then you can initiate this at any time after the VM install if you don’t want to risk losing service due to a delay in the changeover.

[Matthew_ML]

Hello @Danny84, thank you for reaching out and a warm welcome to Virgin Media the community. 

Okay, I understanding out worrying this can however as mentioned most installs normally happen without a hitch. 

Also as mentioned we wouldn't cancel your services with BT, we would only do that if you was porting a number over as we would communicate with them.

Again I would personally keep both services active until needed but that is down to you. 
Please do reach out if you have any other questions or concerns. 
Thanks 

[Danny84]

Hello

Well thank you for the welcome, I am hoping things go as planned yes.

I am having some trouble right now though, posted in another thread about it before I read this reply. I seem to be having trouble signing upto website to track my order and see my details. It keeps telling me "you can't use this password" no matter what I put in. It seem a lot of others are having this issue also.

My order was for fiber200 plus weekend calls, I did request to keep my home phone number so I assume Virgin will take care of my BT service and terminate with BT? I can notify BT myself though if not, I just wasn't sure.

I have been having connection issues the past few days as well, not sure if this is a coincidence or something they are doing behind scenes but my router drops out for a minute then back on again, done that a few times.

Also could you tell me if my router will come with the engineer on the day? Or will it be sent in the post separate? Nobody has told me when signing up. In the past BT sent my router in the post but I have no idea with Virgin.

[Roger_Gooner]

If you get VM and don't like it you can cancel without penalty within the first 14 days.

[Danny84]

So just to update on this story.

I had the engineer around yesterday morning, he had slight trouble installing the box on the wall near to where BT box is next to window. Kept getting false readings because of interference with radiator pipes he said.

He managed to drill the hole through the wall though and install box, everything was set up within 25 minutes. I asked if it is the same phone line with number? He said no. I told him I wanted the same number and had requested that from the start which is on my account. He said there is no mention of a number port here. So he got on the phone to call centre and asked for the number port, told me it would be between 7-10 days.

I got a call from BT today asking if I had wanted to port number and change providers? I said yes, he wanted to know why I was leaving. I explained the cables were just installed in street and got good deal. Tried to get me to stay by saying I can offer a deal, the very best was 100mb for £39 month, told him I am getting 200mb for £28 with Virgin so it made no sense to stay, he understood. He said he would get the number moved over and on 7th it should be done.

So everything is sorted out just about and I get the 200mb so just updating this like I said I would.