Cancelled Virgin...what do I need with a new BB provider?

[98elise]

I've finally given up with Virgin after them made me change to the Superhub3. The Wifi was terrible (very slow and constant drop outs) and their customer service even worse. I cancelled on Sunday so i have a month to find a new broadband provider.

The issue is I've been with Virgin for about 15 years, and was Telewest before that. My phone and internet has always been fiber and I don't even know if I have a normal line installed. Its got to be 20 years since I had a normal phone line.

Can the Virgin fiber be reused by another provider, or do i have to have a normal line installed for all other providers?

[Countdown]

The Virgin fibre network is completely different to BT. You might emember them digging up all the streests 20+ years ago to instal their own cabinets and cables. As such it can't be used by any other rprovider. I would have thought that you need to get BT to instal a line and then choose a provider.

[hyphen]

I think Virgin and Openreach are the two main cablers with national coverage, smaller ones like Hyperoptic only operate in smaller areas.

[98elise]

Countdown said:

The Virgin fibre network is completely different to BT. You might emember them digging up all the streests 20+ years ago to instal their own cabinets and cables. As such it can't be used by any other rprovider. I would have thought that you need to get BT to instal a line and then choose a provider.

I thought that was the case, yes I remember the cables going in.

So if I go with say Plusnet i will still need to get Openreach to install a line first as a seperate exercise?

If I do have a normal line somewhere in the house is that all I need or do I need new cables regardless?

[Countdown]

98elise said:

So if I go with say Plusnet i will still need to get Openreach to install a line first as a seperate exercise?

That's my understanding. It shouldn't be hard though (unless you live out in the countryside). Are there any telegraph poles near your house? If so it should be a case of the BT engineer running a wire from there to your house. However IANATelecomsEngineer

98elise said:

If I do have a normal line somewhere in the house is that all I need or do I need new cables regardless?

You'll have to get an engineer round to activate the line before you can transfer it. Assuming you haven't been paying any line rental then the line will be dead.

http://bt.custhelp.com/app/answers/detail/a_id/831...

https://www.sky.com/help/articles/sky-broadband-an...

[hyphen]

I think plusnet will arrange for openreach to do the install as part of their installation rather than yourself

[parabolica]

I stand to be correctly by someone who knows the ins and outs, however I don't think PlusNet use actual fibre optic cable for their fibre BB packages - just normal line. I say this as a PlusNet fibre BB customer!

I had their standard BB to begin with (2-5mbps) but then upgraded to their unlimited fibre package (38mbps) expecting them to send someone to install a cable, but they just sent a new router and that was it. Works perfectly and I get 30mbps constantly; I was just surprised it didn't involve actual fibre optic cable. I was with Virgin previously and didn't have any issue with them - I moved to somewhere they didn't cover and ended up with plusnet and would highly recommend.

[WinstonWolf]

Personally I'd reinstate it and ditch the SH3. Put it in modem mode then get your own access point. You won't match VM 'fibre' for speed.

[The_Jackal]

Yeah as above.
Was a bit drastic action just over bad wifi.
Now you will have to pay for a new BT line to be installed, Could have just bought a decent wifi router.
Was the bad customer service the fact that they couldn't fix the bad wifi reception?

[98elise]

WinstonWolf said:

Personally I'd reinstate it and ditch the SH3. Put it in modem mode then get your own access point. You won't match VM 'fibre' for speed.

I don't need speed, I need a reliable service. I'm paying a high price for what I thought was a premium service.

I want a working service, and some form of customer support. I've been trying to to get this from VM for about 3 months now and I've run out of patience. I would rather do without BB than pay them any more money.

[98elise]

Had to call them again tonight when it dropped 3 times while trying to watch a movie. After waiting in a queue for 20 minutes I again explained what was happening.

They told me that the problem was that it was in "auto mode" and they were changing that. I asked multiple times what exactly they were changing and they just kept repeating that it was in auto mode which means the internet will keep dropping.

I kept asking what they meant by that as I wanted to know what was being changed. They then hung up on me leaving me with no internet service at all.

I'm currently sat in a queue again waiting to speak to yet another person who will not understand then problem or how to fix it.

[rustyuk]

I was a loyal Virgin customer since the NTL days and always said you won't beat Virgin Fibre with ADSL.

Well,just moved to a non-Virgin area and have to say the cheapest BB offering from PlusNet is significantly better than our previous Virgin installation. Had heard rumors Virgin are having over subscription issues in the East Midlands

[Whoozit]

98elise said:

Had to call them again tonight when it dropped 3 times while trying to watch a movie. After waiting in a queue for 20 minutes I again explained what was happening.

Over wifi or LAN cable? If the former, the Superhub 3 has st wifi and network issues. I was forever losing connection whether direct (2.4 and 5ghz), and also via powerline.

I put it in modem mode, added a cheap TP-Link hub and Bob's my uncle.

[hyphen]

See this as an opportunity to a wired connection or two!

[anonymous-user]

All of the others will use openreach for the line to your house.
I believe all will arrange for your line to be installed.
Therefore the choice is based upon cost/customer service.
I'd go with one that offers a 30 day cancellation period.
So if their speeds / service isn't up to scratch you can then easily switch back to Virgin
I did this when my guaranteed 25 mbps was actually 10 mbps & dropping out, despite 3 useless attempts by openreach to fix it

[jonwm]

I've always found running virgin SH's in modem mode with a decent router is the best bet.

When I was going to move last year, openreach would only install a line in my hall, there was no plug for the modem and i would have to run Ethernet back to my lounge, the only way they would put the socket in the lounge was with me paying £150.

Solution for the plug was for them to run telephone cable round my door frame and through a door jam

I stayed with Virgin

[WinstonWolf]

98elise said:

WinstonWolf said:

Personally I'd reinstate it and ditch the SH3. Put it in modem mode then get your own access point. You won't match VM 'fibre' for speed.

I don't need speed, I need a reliable service. I'm paying a high price for what I thought was a premium service.

I want a working service, and some form of customer support. I've been trying to to get this from VM for about 3 months now and I've run out of patience. I would rather do without BB than pay them any more money.

The virgin fibre service is very reliable and fast as a rule, the SH is a bit pants at wi-fi. You will get the best internet by using the Sh in modem mode and providing your own wi-fi. Most of the supplied routers with all providers aren't very good.

You're probably moving from one problem to a different one.

[98elise]

Whoozit said:

98elise said:

Had to call them again tonight when it dropped 3 times while trying to watch a movie. After waiting in a queue for 20 minutes I again explained what was happening.

Over wifi or LAN cable? If the former, the Superhub 3 has st wifi and network issues. I was forever losing connection whether direct (2.4 and 5ghz), and also via powerline.

I put it in modem mode, added a cheap TP-Link hub and Bob's my uncle.

Chromecast, so WiFi.

The call centre keep suggesting I use wired but in the main we have tablets for internet, and Chromecast for smart TV. That means I need WiFi.

An engineer that came out basically said the WiFi is not part of the service so it's down to us to sort that out.

[98elise]

WinstonWolf said:

98elise said:

WinstonWolf said:

Personally I'd reinstate it and ditch the SH3. Put it in modem mode then get your own access point. You won't match VM 'fibre' for speed.

I don't need speed, I need a reliable service. I'm paying a high price for what I thought was a premium service.

I want a working service, and some form of customer support. I've been trying to to get this from VM for about 3 months now and I've run out of patience. I would rather do without BB than pay them any more money.

The virgin fibre service is very reliable and fast as a rule, the SH is a bit pants at wi-fi. You will get the best internet by using the Sh in modem mode and providing your own wi-fi. Most of the supplied routers with all providers aren't very good.

You're probably moving from one problem to a different one.

The adverts for BT seem to be saying their WiFi is significantly better than VM. I don't mind paying a top money for a decent service.

I have no issue with VM wired BB. It's the WiFi and their customer service that sucks.

I had an automated call from VM today to check how the support call went. I gave them a crap score and left a polite message about not fixing the issue, and the call handler hanging up on me.

Their calls are recorded so I hope they go back and listen to the support call.

Edited by 98elise on Friday 26th May 20:29

[TheDrBrian]

98elise said:

WinstonWolf said:

98elise said:

WinstonWolf said:

Personally I'd reinstate it and ditch the SH3. Put it in modem mode then get your own access point. You won't match VM 'fibre' for speed.

I don't need speed, I need a reliable service. I'm paying a high price for what I thought was a premium service.

I want a working service, and some form of customer support. I've been trying to to get this from VM for about 3 months now and I've run out of patience. I would rather do without BB than pay them any more money.

The virgin fibre service is very reliable and fast as a rule, the SH is a bit pants at wi-fi. You will get the best internet by using the Sh in modem mode and providing your own wi-fi. Most of the supplied routers with all providers aren't very good.

You're probably moving from one problem to a different one.

The adverts for BT seem to be saying their WiFi is significantly better than VM. I don't mind paying a top money for a decent service.

I have no issue with VM wired BB. It's the WiFi and their customer service that sucks.

I had an automated call from VM today to check how the support call went. I gave them a crap score and left a polite message about not fixing the issue, and the call handler hanging up on me.

Their calls are recorded so I hope they go back and listen to the support call.

Edited by 98elise on Friday 26th May 20:29

Their router might be better at wifi but the speed is wk and if you roll your own router you get a bunch of neat features that nether company offer on their own routers. It doesn't matter if the wifi is 802.11ac if you're connecting to the wider world via a 56k modem.