Virgin media notice period

smq134

I've recently signed up for Sky broadband and line rental for a year, due to start in a couple of weeks. I'm also just at the end of a Virgin contract, so called them today to give the required 30 days notice. However, they told me that because I've requested my landline number to stay the same with Sky, I can't give notice until after the switch to Sky has been made, because giving notice would release the number, which they can't do as it's been requested for my switch by Sky. This doesn't sound right to me - that they won't allow me to start the 30-day notice period until a couple of weeks time, even though I'm calling them now and saying I want to cancel. It forces me to have a full month of overlap of Virgin and Sky, just because I ticked the box saying I'd like my number to stay the same.

Has anyone else had a problem with this or know how I might get round it? Am waiting for a call back from a 'manager' but would like to know what my rights are before they get back to me.

jem16

smq134 wrote: »

However, they told me that because I've requested my landline number to stay the same with Sky, I can't give notice until after the switch to Sky has been made, because giving notice would release the number, which they can't do as it's been requested for my switch by Sky. This doesn't sound right to me

It's correct and is the correct procedure so kudos to virgin for not allowing you to cancel as that would have caused you big problems and a possible loss of your number.

http://ask.ofcom.org.uk/help/telephone/switch_landline_supplier

Buzby

The big caveat is are you a multi service cstomer? And are you on cable? If cable, you'll be mightily horrified at the drop in speeds (not so if the old National service but I doubt anyone is still connected to this). Your cable BB and TV can be cancelled so give the notiuce for that - this will kill overlap payments.

jem16

Buzby wrote: »

If cable, you'll be mightily horrified at the drop in speeds (not so if the old National service but I doubt anyone is still connected to this).

The OP might be taking Sky fibre BB so there may not be a drop in speed.

smq134

Thanks for the replies.
jem16, I can see that cancelling my Virgin contract would give up the number, but I still don't see that starting the notice period would cause that - the Sky install would happen during the notice period, so I'd still be using the number at that point. Virgin saying I can't give them notice now makes no sense to me.
And I'm actually not that bothered about keeping the number - I wouldn't have ticked the box to keep it if I'd known it would cause a problem with Virgin.
I have TV with Virgin too, so could try cancelling that now - thanks Buzby, I hadn't thought of that.

jem16

smq134 wrote: »

Thanks for the replies.
jem16, I can see that cancelling my Virgin contract would give up the number, but I still don't see that starting the notice period would cause that

Apparently if a cancellation is put in, it puts a cease order on it which means that it cannot be transferred by another provider.

It's just the way the process works.

I wouldn't have ticked the box to keep it if I'd known it would cause a problem with Virgin.

Perhaps would have been best to ask that question before placing the order.

Andypandyboy

I did exactly the same thing quite recently. I kept my number from Virgin but had only a coupe of days overlap.

I gave Virgin notice as soon as I had an installation date for Sky. I had no issues, and despite Virgin's scaremongering re loss of speed we have had no problems whatsoever with the Sky fibre speeds and we have dropped our package price from £120 to £57 for the same services.

I did have an issue with Virgin taking a DD for the full amount out on the day transfer happened rather than the £10 which was outstanding. I contacted them and they said it would take 30 days to be repaid. I said I thought not! I contacted the bank and claimed on the DD indemnity and the £120 was back in my account by 8pm that day.

EdwardB

There does seem to be some terminology issues in the industry and in the terms and conditions

Cease means you end the service and do not switch

That is what I wanted to do and TalkTalk also tried to rip me off for an extra month, I cancelled my Direct Debit but they have billed me and will not admit on the phone that I owe them nothing.

https://forums.moneysavingexpert.com/discussion/5335283

It is disappointing that this seems to be a dodgy industry practice.

Complain to Ofcom, I will be!

smq134

Quick update: after phoning Virgin again, they told me that I was could start the notice period and that they were wrong to say otherwise before. And starting the notice period wouldn't make me lose the number (which I thought should be the case, since I'd still be within the notice period when the Sky installation happens, i.e. I'd still be using the number at that point) - it's just that there's very variable quality of staff at the Virgin media call centre, so different people tell you different things.

Just got to battle with them to get a refund for them incorrectly refusing to start the notice period now...

Futuristic

Most users do not need 50Mb let alone 100/200 unless you like to "watch / download" "movies" every day. Virgin is congested and oversold in a lot of areas at peak time you would get <10Mb on a 100Mb package, you can only be a fool if you listen to the guy on phone telling you've used 200GB data this month which isn't a lot.

Even ADSL (<20Mb) will be fine for most and works fine for streaming too as long as you're not with a provider over selling the network. Sky has been fine and talk talk despite the hack had no service issues either.