New broadband order

[Jondy]

Hi.

Just placed an order for broadband and phone. Confirmation email received and engineer appointment showing. Sales operative said they would contact my current provider to advise their service no longer required. Can anyone confirm if this will be done or should I contact them myself to end contract with them and how good are virgin at keeping the install dates. 

Any advice most welcome.

[newapollo · Accepted solution]

Hi @Jondy 

VM should only contact your existing provider if you are wanting to bring across your landline telephone number. Once the number port is completed then that would cancel your telephone line with your current provider, but may not cancel the broadband or any other services you have with them.

If you already have a cancellation request in place with your current provider this would prevent the landline number being transferred.

[jpeg1]

As for your last question about install dates, you can find an answer by reading the posts down the page about others' experiences. 

[Ilyas_Y]

Hi @Jondy, thanks for reaching out to us and a warm welcome to the Virgin Media forums.

I'm happy to hear you have decided to join Virgin Media for your services!
We would contact your old supplier for the request of the telephone number but not to close down the account.

You will need to get in contact with your provider to get your notice placed in, and I would advise to make them aware that you wish to port your number over to Virgin Media, so for this please advise them to keep the line active so we can get this done without any issues 🙂

Kind regards,
Ilyas.

[Jondy]

Hi. Thanks for the reply.

I have contacted my current provider and made them aware of the situation. They have stated that due to having my phone number ported to VM this would serve as sufficient notice for both the phone and BB services. Also spoken to the new install team at VM and they are saying the same. So would appear that this should be automatic between yourselves and my current provider?. 
Any idea how long it will take for VM to inform my current provider as current provider suggested they would email me when contacted by VM. Install date is 19/12/2022.

[Jondy]

@llyas_Y

Hi. Thanks for the reply.

I have contacted my current provider and made them aware of the situation. They have stated that due to having my phone number ported to VM this would serve as sufficient notice for both the phone and BB services. Also spoken to the new install team at VM and they are saying the same. So would appear that this should be automatic between yourselves and my current provider?. 
Any idea how long it will take for VM to inform my current provider as current provider suggested they would email me when contacted by VM. Install date is 19/12/2022.

[David_Bn]

Thanks for coming back to us @Jondy.

That doesn't quite sound correct and I fear your current provider may have simply fobbed you off, in relation to the broadband being cancelled, as we don't have ability to do this.

As per regulations in place, it's only the account holder that can close down a service and is not within the jurisdiction of a rival company.

The porting of the landline number will be requested once both the soon to be former and soon to be new phone line are both connected.

Kindest regards,

David_Bn