Moving from TalkTalk to Virgin

banana2

Hi, I'm hoping someone can help me where both Virgin and TalkTalk are giving conflicting information.

I have TalkTalk phone & broadband at the moment (both through phoneline).

I'm moving to Virgin fibre optic broadband, and moving my landline to Virgin.

Virgin tell me I need to cancel my broadband with TalkTalk, but not the landline part as they'll (Virgin) take the phone number, so we can keep the same phone number.

TalkTalk tell me they can't cancel only the broadband*, they have to cancel the whole account and I'll lose the number and need to get a new line which will cost £130.

My quesion:
If Virgin take my landline over, and my phone number, then will the broadband automatically be cancelled as TalkTalk won't have the line to provide it to? (does that make sense? ).

*I get free broadband from TalkTalk atm, so I'm not sure if that makes a difference?

Thank-you to anyone who can help! :beer:

spike7451

Virgin broadband comes over the same line that's used for the TV service & NOT the phone line so the Talk Talk 'rep' was talking out of his hoop (as per usual) with regards to getting a new phone line installed.
Virgins Cable services do not connect into the BT exchange like TT's do,they run on a completely separate network,so VM will not take your TT line over as they don't use it.Unless you have had VM or any cable service before in your home,a VM install team will come out & run a siamese drop cable from the nearest VM street cabinet to your home,then install the new phone & broadband point where you want it in your home.Your existing phone socket will become redundent.
What VM need to do is 'port' your number from TT onto the VM network,what will happen is VM will give you a temporary phone number for provisioning purposes then,once the install is completed & the job signed off by the crew,your old number will be activated.(How it was done when I worked for them)
You need to contact VM & ask them to Port your existing number over & arrange to cancel both your services.
Incidentally,it's only fibre optic from the main Head End to the street mux (2 large green boxes next to each other close to your home) & from there it's copper cable to the street cabinets & onto the house.
Don't forget that TT may also charge you a 'Disconnection fee' as you're effectivly not changing suppliers in the normal sense like moving to,say BT..

banana2

spike7451 wrote: »

What VM need to do is 'port' your number from TT onto the VM network,what will happen is VM will give you a temporary phone number for provisioning purposes then,once the install is completed & the job signed off by the crew,your old number will be activated.(How it was done when I worked for them)
You need to contact VM & ask them to Port your existing number over & arrange to cancel both your services.

Thank-you so much!

When I spoke to Virgin earlier they said they'd already taken my phone number from TalkTalk, so does that mean I can cancel my account with TalkTalk as Virgin won't be using that line at all?

I'll be phoning Virgin again now to confirm everything again.

spike7451

banana2 wrote: »

Thank-you so much!

When I spoke to Virgin earlier they said they'd already taken my phone number from TalkTalk, so does that mean I can cancel my account with TalkTalk as Virgin won't be using that line at all?

I'll be phoning Virgin again now to confirm everything again.

VM should give you an installation date for when the crew come out to do the install so I'd cancel everything with TT for the services to be terminated on the same day as the install,that way you should have internet & phone up until that day.
Make sure you give the VM person you speak to a contact number (mobile) just in case,then just before the install,remove any breakables & pictures from the area where you want the services to go.(the installers aren't allowed to move furniture & stuff)
Ideal place for the new phone point would be next to your existing phone point so any extensions coming off the old one can easily be transferred over.
And make sure you have a good supply of bikkies & tea:D (I prefer Hob Nobs...)

banana2

Thank-you!

I spoke them all and said exactly what you told me. They agreed and didn't argue- I'm happy with that!