Virgin Media: Previous Tenant Not Disconnected

lizardo_jr

Apologies if this has been covered elsewhere.
I moved into a new flat yesterday and wanted to get ball rolling re: phone/Internet (with Orange). However, there is already a working phone line here.

I first rang Orange and they advised I get the line cancelled then get back to them (and get a MAC code off the previous tenant...no idea what that is or who they are).

Next, I rang Virgin to cancel the line but they can't do that as they require the account holder to do so (again, no idea who this is).

I'm going to get in touch with the landlord on Monday but I'm pretty annoyed that this is out of my hands. Would appreciate some advice if anyone has been through this before? Cheers

spike7451

If the Virgin line is cable,then you can only have Virgin cable broadband & phone.If it's National,then you will have to get a letter from your landlord/letting agent & send this to VM.Unfortunatly VM,same as any provider,cannot access anybody's account if it's not yours due to the DPA.If they did,then they are liable for massive fines.

lizardo_jr

How would I tell if it is cable or national? The phoneline box on the wall has 'BT' on it. Looks like the modem connects through the phone line too as opposed to a separate box.

DPA noted, although I would've thought it'd be in VM's interest to at least investigate so that someone doesn't run up a massive bill on a wrongly still open line?

An additional headache I could've done without!

spike7451

lizardo_jr wrote: »

How would I tell if it is cable or national? The phoneline box on the wall has 'BT' on it. Looks like the modem connects through the phone line too as opposed to a separate box.

DPA noted, although I would've thought it'd be in VM's interest to at least investigate so that someone doesn't run up a massive bill on a wrongly still open line?

An additional headache I could've done without!

The would be a white box on the wall near where the TV is,and a thin cable coming from or near it which goes to the phone point.
See the pic in post#17 below;

https://forums.moneysavingexpert.com/discussion/2378901

That is an Isolator & connects tv & broadband on cable services.

Buzby

If the phoneline box says BT, you'll be on their National service. It is very remiss of the previous tenant in not closing down the services, as it stands unless they terminate you have no right to use the line - as it will be billed to their account.

spike7451

Buzby wrote: »

If the phoneline box says BT, you'll be on their National service. It is very remiss of the previous tenant in not closing down the services, as it stands unless they terminate you have no right to use the line - as it will be billed to their account.

Not necessarily,I've been to service calls where the install contractors have,for the sake of 5 minutes work,used the BT box to run the cable phoneline instead of mounting a CTE-5,and left the BT wires unconnected in the back.

lizardo_jr

Seems they've left everything on...just discovered that the broadband with Virgin is still active. Is using the broadband technically legal? Assuming they had unlimited D/L broadband I wouldn't imagine it would make much difference akin to piggybacking.

prowla

You would need the Virgin modem/router that goes with the broadband connection; each one is tied to the specific account. So if the teneant didn't leave that then it won't work for you.

In terms of phone line, you could, presumably, get a new one put in. We have both Virgin and BT phone lines.

lizardo_jr

prowla wrote: »

You would need the Virgin modem/router that goes with the broadband connection; each one is tied to the specific account. So if the teneant didn't leave that then it won't work for you.

In terms of phone line, you could, presumably, get a new one put in. We have both Virgin and BT phone lines.

They've left the VM router. It seems the WM connection is through the BT, which I assume indicates a BT line? I want to go through that to sign up with Orange rather than have a new line installed.

Buzby

Just because engineers don't do their job correctly doesn't mean the supplier is who is showing on the NTE5, but on the National service, it is always correct - so a fair assumption.

To the OP, the original tenant may have or is in the process of discontinuing service (and often the phone line can be blocked to calls, but BB continue. Unil then, I would have no qualms about using the service as you have no means of arranging your own service until they cease, and it outwith your control.

lizardo_jr

Phone line is still active to outgoing calls, lucky for the account holder that I'm not completely immoral-I won't be using that.

I did contact VM to query and they just basically said "tough, until the account holder cancels". So I feel vindicated in using the broadband in the meantime *awaits court summons*