Moving and merging Virgin Media

gunja99

Hi all. I am looking to move in with my girlfriend in the next two months or so. I have had my virgin media account for less than a year (about 7 months), and very happy with it, and want to move it to my girlfriends (who also has services with them, and not changed them for well over 2 years).

I have faster BB and the TV services. I know I would be liable to pay out my contract if I cancelled and added to her services to get the TV, etc.

Does anyone know if it's possible to have my service transfered to hers (i.e. a house move), and cancel hers with very minimal downtime in service? Also I would be more than happy to keep my equipment (the new superhub I've heard very bad reports, and would like to keep my recordings on the V+, etc). What would be the best way to go about this? Worried that having the month cancellation for hers would mean mine doesn't get installed for a month, or something like that. Also is there a moving house charge?

Regards,

Martin

spike7451

You should be able to move although they might want your equipment back as well as hers,if she cancels she'll have to return the cable box & SACM to VM.As to you getting faster service now,you'll get the same speed ect that she's getting at her home.
I think the house move was a £40 charge.

gunja99

Thanks for the reply. Why would they want MY equipment back? I want to 'move' my service, and defo don't want their 'new' hardware, as mine gives perfect 50mbps, and heard the new ones are trouble! Fine to cancel hers and expect to send them back HER cable modem (not an issue!), and then move my service to her place. £40 prolly better than 5 months of service charges!

jb66

You should cancel her contract then move yours to her address (in your name)

spike7451

It depends,you may be on a different 'platform' than her if she lives in a different franchise area (throwback to the NT/Telewest ext days) but you should be OK.If she gives her modem & TV box to the installer,get a receipt from him.As the TV box & Card are already paired,it should just be a adress change on the SMS,If you have the phone,make sure you give them enough notice for a 'cease & reprovide' to be done. (cease the phone service at your old address & reprovide it at the new)

gunja99

Yeah that was the plan jb66, wonder wonder if we'll need to wait for a period of time with her service, or can we stop her service more or less instantly and transfer mine over (even if paying for hers for the final month!) Will let you know when I get to call their 'excellent' support team...

gunja99

Well I just called them, and the woman was extremely helpful, just kept saying "Yes" to all my questions, and said it would be possible, they'd want 5 - 7 days notice, and her number could be put on my account that transfers to her house! Also said I could keep all my equipment, and that there was no charge although the engineer might need to come out and sort the phone... Amazing from the VM customer services, will see what happens in reality

Thanks again for your replies!

gunja99

Well arranged the swap over, and they've set the time and day I wanted, also said that the OH doesn't have to pay out her contract (only the next two weeks until mine takes over), a guy will come out add cables if needed, and no cost involved... I'm amazed at customer service from a company like this, and one I've had some problems with before! Will await final judgement until it's done, but so far, excellent Virgin Media!

kwikbreaks

gunja99 wrote: »

Will await final judgement until it's done, but so far, excellent Virgin Media!

I've seen plenty of horror stories too but my encounters have all been OK. Admittedly I've mostly dealt with sales and retentions...

Whinge that I wasn't given a router when installed - one sent by courier

Whinge that the USB adaptor they'd included in error was charged - sorted quickly

Upgrade to 50Mbps - sorted quickly

Cancel phone - sorted quickly

Whinge that all discounts removed when I cancelled phone - credit applied and told next month will be correct

gunja99

Yeah well I had a few small issues (installation date was changed 3 times over for example), and I guess most people moan rather than thank, hence I just wanted to follow up my original thread about it all! What impressed me the most was that as we're merging 2 accounts into one, I thought we'd have to give 30days/months notice on the OH's account, but they said "No dont worry about that, she'll just pay up till the transfer date in two weeks". So not only they do everything expected they actually exceeded my expectations with regards to that!

kwikbreaks

Most posts about ISPs are complaints. If things go well nothing gets posted. Obviously the bigger the ISP the more complaints you'll see.

That said you can get an idea of recurring themes such as poor speeds in peak times, inefficient billing and can make judgements on TS from what people have been told to do to sort issues out.