Messed up VM 1Gb

I was originally on the M350 internet. As my internet was due for renewal, I phoned the cancellations team and signed up to a new Virgin Media 1GB contract for £53 per month ( 18 month contract incl phone line and weekend calls) on 9th April and was told I would move on 22nd April.

On 19th April, I phoned up VM and put through a woman in the Philippines and asked to speak to cancellations team as they had taken my contract. She said I could speak to her and I asked her about Hub 5. She said it wasnt available and I would be getting Hub 4. I said OK I may cancel and would call back. So I then researched & posted here and found that it was indeed the case that it wasn't available so I left it at that.

So come 22nd April, I got the 1Gb installed but that day when the iperson came to install the Hub 4, but speed wise, I was still on 350Mb. I had to phone them twice to get the speed increased to 1GB. By the evening all was working and it has been working fine until today.

At around 14:15 today my internet got d/c and I phoned them up and they said I had cancelled the contract on the 19th April LOL!! News to me!

So to cut a long story short, they have now re-started the contract from today and the woman I spoke to me firstly said that I would have to now pay £54 per month (a £1 increase) and was snipping at me as if I was guilty of cancelling the contract and messing them around when it is the complete opposite! She said she would look into the £1 increase and would try to get the credit but couldn't promise anything (not holding my breath). I'm really fuming at her attitude now afterwards TBH and thinking of really cancelling now based on the 14 day cooling period for being messed around and being blatantly blamed for their own incompetence.

The alternative I have is for the BT Full Fibre but they are saying I will lose my phone number if I move from Virgin to BT, which is a bummer. Is this true??

Yes you can't take it with you as its different networks. But then again only has it ever been possible to keep a number on BT if moving in the same exchange area

I would go BT as VM are [censored] monkeys IMHO

I was originally on DSL and moved to VM with my landline number. Why can't the reverse happen?
When I phoned BT though, he claimed that I would not be able to keep my number but then justified it by saying everyone on copper will be moved to Full Fibre and lose their numbers by 2025.
That makes no sense and implies that all businesses on BT will be screwed.

Edited by ImranQ (Fri 06-May-22 16:40:13)

In reply to a post by ImranQ:

That makes no sense and implies that all businesses on BT will be screwed.

Ofcom and Openreach have agreed that by 2025 that voice services over copper will be ended. This means if you pay BT Retail, or TalkTalk or Plusnet (etc) for a voice service, that service will have to be delivered by digital means.

Most providers will do this by giving you a new home router and you plug your landline phone into the router.

This does not require "Full Fibre" (FTTP), and can be delivered over FTTC (VDSL) and ADSL services.

In reply to a post by ImranQ:

I was originally on DSL and moved to VM with my landline number. Why can't the reverse happen?

You probably can, call BT sales and ask them to organise a "Return To Donor".

Thanks. I just spoke to BT again also quoting the "Return To Donor" you mentioned and the new guy was really helpful. He said it is possible. I think I just happened to connect to some not-so-helpful person previously.

Agree with you about VM. Does come across as a "Only Fools and Horses" type setup when you speak to them.

In reply to a post by ImranQ:

Thanks. I just spoke to BT again also quoting the "Return To Donor" you mentioned and the new guy was really helpful. He said it is possible. I think I just happened to connect to some not-so-helpful person previously.

Fingers crossed. I used the RtD process years ago to go back to BT from a third party (Bulldog). When I moved to Virgin Media in 2019, I took my old "BT" number to VoIP, and no longer have an active landline.

In reply to a post by Username26:

Yes you can't take it with you as its different networks.

Yes, you can. I've done exactly that in the past.

See if you can port the number to a VoIP provider if you go with the FTTP option

I can recommend, sip gate.