Reconnecting to Virgin broadband

Dravic · 20-08-2010, 16:55

I phoned up today to get reconnected to Virgin broadband after being with another isp for a while.

I still have my NTL 250 modem that is/was registered to this address so first I connected it up and checked the signal levels and all is fine. I thought all I'd have to do is give them my mac code and hey presto they'd activate it again. However the sales guy I spoke to said this wasn't possible and I'd have to have an engineer round to install it again.

I was just wondering if the sales guy was right or if I gave the tech people a ring they'd be able to do this?

I can get to the activate broadband page fine if that makes any difference?

Tia.

**Kymmy** · 20-08-2010, 16:57

You can't use an old modem on the system, they insist in supplying you with a new modem (one they know is fully working and not liely to cause problems)

Not sure though you might be able to get the cheaper "self-install" option

Thread moved to Installation forum

Peter_ · 20-08-2010, 17:28

The modem will no longer be in the inventory so all you have is a paperweight so you are best to have a fresh installation to ensure everything works ok, also you will receive one of the new combined modem/router hubs.

Dravic · 20-08-2010, 17:49

Ah ok that's a shame, cheers for the answers anyway guys. What's the self install option by the way, I've not heard about that?

Peter_ · 20-08-2010, 17:52

Quote:

Originally Posted by Dravic

Ah ok that's a shame, cheers for the answers anyway guys. What's the self install option by the way, I've not heard about that?

No it will be better for you to get the new hub as that modem is quite old now.

The is a self install option but it may not be available if they did not offer it, the only way to find out is to callback and ask.

Dravic · 20-08-2010, 18:17

I'm not worried about the cost of the install it was just the speed really. The engineer's booked for wednesday morning so I've not got too long to wait. Should've phoned them earlier I guess.

Peter_ · 20-08-2010, 19:11

Quote:

Originally Posted by Dravic

I'm not worried about the cost of the install it was just the speed really. The engineer's booked for wednesday morning so I've not got too long to wait. Should've phoned them earlier I guess.

No point in enquiring about the self install option if the install is next wednesday.

You might as well give the engineer the old modem so he can dispose of it for you.

jb66 · 20-08-2010, 19:47

Technically the agent "could" put your mac on your account and you "could" be up in running

Peter_ · 20-08-2010, 19:56

Quote:

Originally Posted by jb66

Technically the agent "could" put your mac on your account and you "could" be up in running

Not possible if it is not in the inventory because as far as the system is concerned that modem does not exist.

jb66 · 20-08-2010, 20:04

I see, i thought when it got "hit" it adds it to the inventory. Ahh well weds only a few days away now....

Peter_ · 20-08-2010, 20:21

Quote:

Originally Posted by jb66

I see, i thought when it got "hit" it adds it to the inventory. Ahh well weds only a few days away now....

No the modem will just not exist, you could raise it to IT which takes 5 to 7 working days but it would probably end up with feedback asking why the agent bothered with such a modem and your manager asking why did you bother.

Dravic · 02-09-2010, 12:23

Well my install went fine, sort of. I checked my postcode on the virgin site previous to installation and I should be able to get 50mb and when the engineer arrived he said the same. But I only have 20mb. I've paid for the XXL package yet a few friends who live just round the corner have the XL and also get 20mb. So effectively I'm paying more for nothing. Any advice?

Peter_ · 02-09-2010, 12:25

Quote:

Originally Posted by Dravic

Well my install went fine, sort of. I checked my postcode on the virgin site previous to installation and I should be able to get 50mb and when the engineer arrived he said the same. But I only have 20mb. I've paid for the XXL package yet a few friends who live just round the corner have the XL and also get 20mb. So effectively I'm paying more for nothing. Any advice?

If you are paying for 50Mb then you need to call up and complain if you are not receiving it as otherwise no one will be aware of any issue.

Dravic · 02-09-2010, 12:44

Thanks for the quick reply, another question, is this something that can be sorted on the phone or will an engineer need to come round?

Peter_ · 02-09-2010, 12:50

Quote:

Originally Posted by Dravic

Thanks for the quick reply, another question, is this something that can be sorted on the phone or will an engineer need to come round?

Depends if you have the correct modem.