Moving VM modem

Saltank · 25-12-2012, 17:48

I've got a very long story behind my internet woes, suffice to say, I've been left without internet by Virgin Media and Sky (Fibre - FTTC) in my new flat.
I also foot the bill for a relative and they have VM broadband (10Mbit recently upgraded to 20Mbit, Scientific Atlanta modem).

My question is: can I arrange a very fast move of services from their flat, to my flat with VM?

Story:
I've moved from one area with no VM, to a new area with VM and subscribed to a bundle, but because of over utilisation issues and so on, I ordered Sky Fibre, but they screwed up the install and I have to wait forever to get it installed, I also managed to agree to cancel my VM contract, so the 100Mbit I had is no longer working!

Because my internet needs are a lot more essential than my relative's, I took the modem from their place, back to my flat and it worked for a good 5 days, then it just got cut off (tsk tsk I guess they figured it out?). I take it back to their place - it connects and works, but not when I take it back to my place.

I have emailed the equipment returns email but they haven't picked up the TiVo, SuperHub yet.

I just want to get at least some form of internet until Sky Fibre is finally up and running, and I just want the account that I already have moved. Will they be accommodating or would it be another case of waiting for weeks for their silly engineers?

As a side note, I'm curious to know how it's not working at my flat any more - even though the TV services and channels were unsubcribed, it still shows the basic stuff like BBC and ITV, so it's not a case of the cable being unplugged.

Sephiroth · 25-12-2012, 18:18

Generally, because the plumbing is there, if you just follow the "I am moving house" process, to the extent of changing your mind and signing up to VM again, they can more or less reconnect you on the spot.

qasdfdsaq · 25-12-2012, 19:10

Quote:

Originally Posted by Saltank

I ordered Sky Fibre, but they screwed up the install and I have to wait forever to get it installed, I also managed to agree to cancel my VM contract, so the 100Mbit I had is no longer working!

Lesson learnt. Don't cancel your old service until your new service is up and working.

Quote:

I just want to get at least some form of internet until Sky Fibre is finally up and running

Get prepaid mobile broadband then.

Quote:

As a side note, I'm curious to know how it's not working at my flat any more - even though the TV services and channels were unsubcribed, it still shows the basic stuff like BBC and ITV, so it's not a case of the cable being unplugged.

Node split/reseg.

Your modem is registered to a specific node and needs to be authorized from the network. Your TV channels are broadcast down every cable in the country.

Saltank · 25-12-2012, 19:35

Quote:

Originally Posted by qasdfdsaq

Lesson learnt. Don't cancel your old service until your new service is up and working.

Get prepaid mobile broadband then.

Node split/reseg.

Your modem is registered to a specific node and needs to be authorized from the network. Your TV channels are broadcast down every cable in the country.

Sky was supposed to install Fibre on 28th November, but they messed up so it's postponed until 7th January (maybe).

I did make the mistake of cancelling, yes, but that was also because they mislead me (deliberately I might say) about the 28 day cancellation period. On the 28th Day i called to cancel, and they said I only had 7 days. I proceeded to go on and contact the CEO, they replied promptly and disconnected my services when I asked them to. I should have, in hindsight, said "30 days" as it's standard.

With regards to Mobile internet - it's another sad story. Last year I got a Galaxy Nexus on Three with unlimited data, and loved it, but when I moved to this new area it has 0% coverage, so I had to cancel that.

I've used up nearly all 2GB of my iPad allowance with Vodafone (5p per MB is expensive thereafter).
I've used up all 500MB of my iPhone with O2 allowance.
I've also used up nearly all of the 1GB allowance on my new Lumia 920 with EE.

I would probably not be complaining much if Three had signal in the area, alas I am stuck in this mess. Should have followed my plan and not cancelled, indeed - I was just very fed up with their customer service lying to me, and, their "fix" for the overutilisation in the area being postponed month on month from early 2012.

I think I'll try calling them tomorrow and say that I'd like to move services, and see if they are understanding.

PS. back in 2006 I moved house, took my VM modem with me (the awesome Motorola one) and didn't bother formalising the move for months and it worked just fine, a shame it doesn't any more. Oh well..

Sephiroth · 25-12-2012, 19:40

Just call VM again and have them reconnect you for a year. if it's that despearate for you. There's somecertaint there unkess you trust Sky's 7-Jan.

qasdfdsaq · 25-12-2012, 23:03

3 share EE's network so their coverage should be the same. Either way if allowance is an issue, T-Mobile's mobile broadband is unlimited. Useful if you're without internet for prolonged periods.

I don't see any reason they would refuse to let you move your old service though. But if you sign up new with VM you get their money back guarantee but I recall something about you cannot sign up at the same address after you disconnect for 6 months (under the same name)

Saltank · 26-12-2012, 01:03

The money back guarantee was perhaps a bit of a gamble in my case. I do have an account and pay the bill, but don't live at my relative's flat. I lived in North London where VM totally avoided the area, so I had 4Mbit DSL for a year.
When I moved further south, I got my VM package, a letter which said 7 days. On the last day I was ready to cancel because of aforementioned over-utilisation issues (unable to even do a Skype voice call between something like 4pm and midnight). They told me I have a 28 day money back guarantee. I asked them several times and they confirmed that yes I do.

Later on I ordered Sky Fibre and planned to call and cancel my VM on the last day once that was up and running. Of course the installation didn't go well, at all, so they only left me with a working phone line and postponed the FTTC activation/installation until January.
I had no choice but to call and cancel with VM since it was 30th November - but they tell me I can't. After "investigating" later on in the next week, they call back and say that "they made a mistake and they're sorry" but can't cancel because i'm outside of the period now, despite it being their mistake. I was ill and wasn't thinking straight so I just said "ok thanks goodbye".

It hit some final nerve, after 12/12/12 when the fault number that they've been promising to fix for everyone, was not fixed - nothing was done, in fact. I immediately complained to ISPA and the CEO's office came back to me. I should have said 30 days from then on, but of course I was in the middle of something and agreed for 14th (which incidentally was supposed to be an FTTC install, but, the other ISP and BT Openreach made mistakes of their own and didn't keep the appointment).

I will look in to the T-Mobile thing, thanks.

They don't share the network, but afaik some mast locations (not masts themselves). OfCom sitefinder shows I have Vodafone, O2 and Orange masts on a tall building fairly close, but the Three /T-Mobile ones are about 500-600m away (straight line).

qasdfdsaq · 26-12-2012, 01:24

Quote:

Originally Posted by Saltank

They don't share the network,

Yes they do. The entire mast and everything on it is shared.

Saltank · 26-12-2012, 19:56

Quote:

Originally Posted by qasdfdsaq

Yes they do. The entire mast and everything on it is shared.

Were it true, I would be getting at least a GPRS signal on my ex-Three phone (my Lumia 920 on EE / Orange gets HSDPA). It was a perfect "no service" at all times, even on the street. It's a well documented issue, I am sure. Three opened a High Street shop, then had to close it down because they had to tell customers to leave since they can't use the service in the area.

qasdfdsaq · 26-12-2012, 20:05

3 is a 3G network. Their masts do not do GPRS.

Saltank · 26-12-2012, 20:39

Quote:

Originally Posted by qasdfdsaq

3 is a 3G network. Their masts do not do GPRS.

I've had a few instances where the data connection was down, it still managed to make/receive voice calls. All I am saying is that if they used the same masts, I would be getting the same coverage I get with my Orange/EE devices.

Will be on the phone to VM tomorrow, hopefully they're off their holidays...

qasdfdsaq · 26-12-2012, 20:43

The network share was between 3 and T-Mobile. Orange was a bit stingy.

Saltank · 27-12-2012, 11:54

First attempt at calling the movers team directed me to the Indian call centre and they were of course, right off the bat, telling me they need to arrange for an engineer.

I explained to them that I just had an account, which was cancelled, at this address and the engineer was there on 2nd November. I want to do a self install. All I want to do is just take my modem, move it back to the flat where I live so it's up and running asap.

They were confused and couldn't find the "code" that they need to use on their system, so they're going to call me back.

I'm thinking, if they say "not we need an engineer" or they can't do it, I will perhaps tell them goodbye and call retentions, and as an attempt to persuade them, tell them I'd like them to transfer my account immediately or I will be cancelling soon anyway.

Sephiroth · 27-12-2012, 12:32

Yeah - retentions is the best route. The word works both ways!

Saltank · 28-12-2012, 00:20

To my amazement, they were able to 'find the codes' to their mythical computer system which let them transfer my service. They gave me a new account number, and of course it's a 12 month contract...

The modem stopped working at the original property pretty much immediately. I got home, set it up and powered it on - no internet.