How long for Virgin to cut off connection?

Mark M · 19 Nov 2018 at 15:20

im moving into a new office and have placed an order with Virgin for their small business package, £45 a month I think it was. It’s the same package as the previous owners had. The previous owners have left the router and the internet connection still works but they cancelled it 6 weeks ago apparently.

Virgin are quoting me 30 days for an engineer visit but does anyone know how Virgin “disconnect” their lines at the end of a contract? Does an engineer neee to disconnect it or is it done automatically. I expected it to already be off to be honest.

I need to move in ASAP but need the internet in to do so! What’s the likelihood of me “borrowing” a bit of the existing active connection until mine is installed?

Many thanks.

MrWhippy · 19 Nov 2018 at 16:22

Visions of Virgin Media telling you it's installed and then at some point later, the Internet disappears when they finally disconnect the previous contract

Avalon · 19 Nov 2018 at 16:22

Virgin can disconnect a customer in seconds for TV/Broadband, Telco could take 2-24hrs though in reality was often quicker. The previous occupier will have been required to give 30 days notice if they indeed cancelled the service, they could have had it switched off at any point during that period, or even booked it ahead several additional weeks, that’s up to them. They would also need to ensure they returned the equipment or risk being billed for it. At a guess i’d go with them not having booked anything if they’ve just left it.

VM’s business service comes with tighter SLA’s, it’s quite right that they would want to send an engineer out to ensure the install is as it should be.

Mark M · 19 Nov 2018 at 16:48

Avalon said:
Virgin can disconnect a customer in seconds for TV/Broadband, Telco could take 2-24hrs though in reality was often quicker. The previous occupier will have been required to give 30 days notice if they indeed cancelled the service, they could have had it switched off at any point during that period, or even booked it ahead several additional weeks, that’s up to them. They would also need to ensure they returned the equipment or risk being billed for it. At a guess i’d go with them not having booked anything if they’ve just left it.

VM’s business service comes with tighter SLA’s, it’s quite right that they would want to send an engineer out to ensure the install is as it should be.

So chances are they’ve just cancelled the direct debit and not cancelled the service with Virgin. I’ll keep the router in the cupboard in case they ask for it back but might use it in the meantime if it’s still active!

Avalon · 19 Nov 2018 at 20:16

Mark M said:
So chances are they’ve just cancelled the direct debit and not cancelled the service with Virgin. I’ll keep the router in the cupboard in case they ask for it back but might use it in the meantime if it’s still active!

If they’d done it the right way, it wouldn’t be active once they moved out and they wouldn’t have left the equipment. Have at it...it’s not like you can cost them anything. Down side is the previous account (assuming it’s also business) needs to be closed down before they can complete your install, but that’s the installer/ops team’s problem

Deleted member 77746 · 19 Nov 2018 at 21:09

Just use it till it gets deactivated. I would. You not going to be billed for anything.

Mark M · 19 Nov 2018 at 21:57

mrbell1984 said:
Just use it till it gets deactivated. I would. You not going to be billed for anything.

I know it won’t cost me anything but I’m concerned that it will get cut off and my new order won’t go though for 30 days leaving me without internet. I need to be out my current office at the end of this month so fingers crossed something gets sorted ASAP.

Deleted member 77746 · 20 Nov 2018 at 18:13

Mark M said:
I know it won’t cost me anything but I’m concerned that it will get cut off and my new order won’t go though for 30 days leaving me without internet. I need to be out my current office at the end of this month so fingers crossed something gets sorted ASAP.

What can you do? Is it just for one workstation? Tether a mobile phone with unlimited data if you need net access if you have a good signal.

Mark M · 20 Nov 2018 at 20:17

mrbell1984 said:
What can you do? Is it just for one workstation? Tether a mobile phone with unlimited data if you need net access if you have a good signal.

Theres 3 of us and we could get away with very light internet use for a short period so a phone/dongle may get us through if we don’t get the internet connected in time.

Avalon · 21 Nov 2018 at 08:16

Did the agent booking the install mention the ‘Goneaway’ process at all? Just normal policy where a customer has legged it without saying anything was a 30 day disconnection on the account which prevented a new install till it closed.

Mark M · 21 Nov 2018 at 09:05

No they didn’t mention that but I’ve yet to hear from my account manager so they might know more. Going to ring them today as getting really desperate timewise!