on 30-09-2021 11:46
Hello,
I called and set up my new Virgin account last week, to be installed on 08/10/21, the day my current package expires. The guy on the phone assured me that I didn't need to contact my current provider (Post Office WiFi) to cancel, so I didn't.
I never received my Welcome Email so I contacted support (over text) for this and I hope to receive that soon. Additionally over text I was also told that PO WiFi had NOT been informed last week - which would have been before the 15 days required for notice to cancel that account, and I was advised by Virgin to contact them.
I called PO WiFi about cancellation, they have had no notice from Virgin (which is apparently unusual) and said that I could cancel from today, but then I wouldn't be able to switch over until 15 days from today, which is 18/10/21. We work from home and cannot afford to be potentially without internet for 10 days, and don't really think we should pay for two services at once when I was assured that Virgin would inform PO WiFi for us.
Is there anything I can do to ensure that the switch will occur as described on 08/10/21? I am struggling to get through to help lines as I still am waiting on my welcome e-mail with my account number etc.
Many thanks
Tom
on 30-09-2021 12:00
The PO line would cancel when your landline number ports over, did you request a number port?
on 30-09-2021 12:02
on 30-09-2021 21:20
Bear in mind that the starting date for the Virgin service can and does frequently slip. For that reason it's a good idea not to cancel your old broadband service until the Virgin service is actually working.
Since they are independently connected, there's no problem in having them both running in parallel. No need to be without service.