Switch broadband and account holder process

FranG84

I'm helping my mum with her broadband. She is really interested in switching away from Virgin due to bad customer service experience. At this rate she can't even get through the automated phone system to talk to anyone. Website is even worse. If we switch we're also considing my taking over being the account holder and payer. If we took out a contract elsewhere and I became the account holder, will the new company still consider it a switch and tell Virgin we are moving & cancelling their contact as part of the process? Or would it just be considered a new contract, and my mum will still have to separatly speak to Virgin to cancel her old contract?

iniltous

If you want to become the account holder the usual OTS ( one touch switching ) won’t work as the name mismatch will ( or should ) cause it to fail, however using the same process as if you were a new customer moving into the address and your mother was moving out , so you sign up with however you want to use , however because it’s different networks ( presumably you will use someone other than Virgin ) your mother may not get a sorry to see you leave message from Virgin , if no communication is received about leaving then she would need to call VM to cancel herself 

littleboo

Obviously don't know your mum's situation but if you dont already have it, maybe consider a power of attorney which would enable you to manage accounts in her name on her behalf.

wongataa

iniltous said:

If you want to become the account holder the usual OTS ( one touch switching ) won’t work as the name mismatch will ( or should ) cause it to fail,

I have switched ISPs in the past and signed up to the new ISP with a different name to that of the account holder of the old ISP.  It worked just fine.

I was taking over the broadband from my partner.  We weren't married so completely different names.

iniltous

wongataa said:

iniltous said:

If you want to become the account holder the usual OTS ( one touch switching ) won’t work as the name mismatch will ( or should ) cause it to fail,

I have switched ISPs in the past and signed up to the new ISP with a different name to that of the account holder of the old ISP.  It worked just fine.

I was taking over the broadband from my partner.  We weren't married so completely different names.

In which case their error was to your benefit but it doesn’t negate the fact that it’s an error or more likely they used the takeover process rather than the ‘switching providers’ process , both are  similar isn’t identical , matching the name  and address is a prerequisite of ‘migration’ or the normal switching to get a better deal while at the same address , to avoid customers being caught up in errors not of their making , like someone is moving into an address but gives the new ISP the wrong address and takes over someone’s line against their will …obviously the process is similar , Mrs Smith is leaving or has left an address , and Mr  Jones is moving in and wants to use the existing network with a different provider, the new provider doesn’t care less if Mrs Smith and Mr Jones are a couple ….there is (and should be ) a difference between a customer simply changing provider for a better deal and a new occupant of the address , I’d suggest your provider used the process for taking over lines not migration between providers.