Virgin Media moving broadband to new address

CLONNEN

Last week spoke to BT Movers Team on 0800 100 400 to move BT phone account to new address. Phone line is currently with another company so line has to be taken over by Bt and given a new phone number. Activation date is 12th Sept. Told them I had Virgin broadband on the line as well was given a DFQ code for transferring it over at the same time.

Rang Virgin on 0845 454 2222 eventually ending up in Cancellations department. A guy called Alan said I needed a Migration and to speak to their Moving Team and that my broadband would continue on its normal £18.35 30 day rolling contract without having to start a new 12/18 month contract. Said to ring Moving Team on 31st August.

Rang Moving Team on 0800 0527551 on 30th cos I was panicking. Got told my broadband would be cancelled at my current address on 6th September (my moving date) and a new order would be placed for the new address for unlimited broadband £13.99 a month with 18 month contract. Said order would be processed on the 6th and broadband would be active on 15th.

Couldn't find anything on Virgin's website for an unlimited £13.99 service except for one with phone package attached. Already paid for BT's Line Rental Saver and Anytime calls package so something is wrong somewhere.

Rang Moving Team again on 31st to find out what I have actually ordered. Bloke called Mike says they don't do a £13.99 unlimited broadband package and there are no notes on system about an order. Says he will call me on 13th to do line check and I can order broadband at that point but will take further 10 working days to set up.

I have bills I pay online approx 20th of each month what do I have to do to use the DFQ code to get internet setup for the 12th? Can I order broadband through someone who knows what they are doing? Can BT add broadband to the phone order or is it too late?

kwikbreaks

I've never heard of a DFQ code and I've also never heard of a successful provision of phone and ADSL on the same day.

You have a new line being installed and it will need additional connections made at the exchange for the ADSL. In the strange universe that BT Openreach inhabit that is two separate jobs and they won't book the ADSL provide until there is a working phone line. Figure a couple of weeks with no ADSL.

There is supposed to be a process which will get the line and ADSL set up on the same day but (as I said) I've never seen anybody say that they got this.

bod1467

The process is know as a Simultaneous Provide and for this you need a SIM provide code. But you're probably now too late for this as your new line provision process has already started.

TBH though, I'd probably use this as an opportunity to see what other ISPs are available ... £18.95 seems quite expensive depending on what that package offered.

CLONNEN

The DFQ code is a Sim Provide number according to Google (also known as a LORN Linked Order Reference Number). It was given to me at the time of placing the order for the phone transfer with BT.

The Moving Team at Virgin haven't asked for this code but I did mention it to the guy called Alan in cancellations department when I phoned last week. He called it a Migration and said it couldn't be processed until 31st August as it had to be processed 10 working days at the earliest before BT line activation 12th Sept.

The Moving Team all seem to think a Cancel and Restart is required but Alan said this wasn't necessary for a Migration.

Is there anyone at Virgin who would be able to do the Migration with the DFQ code? What number do I ring?

bod1467

The thing is, this code needs to be provided to BT Openreach before any work process has commenced. Once the line activation is booked into BT OR's system then it's too late to add the code to allow simultaneous activation.

CLONNEN

Like I said I phoned Virgin with the code 5 mins after it was given to me but they said wait until 31st.

According to Virgin no order has been placed for broadband as yet so who do I phone to get this started with the code? The broadband account is due to be cancelled on the 6th so I am running out of time.