Changing to EE broadband in a new house

[Tasmin9593]

I’m a little confused about switching over internet providers. I’ve seen things saying that EE handle the switch for you, and when we called virgin to cancel they said the same thing. The problem is virgin provided internet in our old property and we’ve signed up with EE in our new place. When I set it up on the phone I wasn’t asked about our previous provider so I don’t understand whether they will cancel our previous broadband or not. I don’t want to get stuck paying two providers but virgin seem convinced that we don’t need to do anything and I’m not sure how to contact someone at EE about it, does anyone have any suggestions?

[FibreOpticFan]

with virgin media sometimes it can be canceled by other providers like ee but not allways becuse they do not use the same network depends on were you live and if its cable with virgin media i am 65% it will not

[Roodles]

Are you under a minimum contract with Virgin?

Are they able to supply to your new address?

The new "one touch" switching is now in place, so perhaps this was used to switch you over. We'd need more information from you to work it out.

[Tasmin9593]

As far as I’m aware our contract ended with virgin, and I don’t know if they can supply the new address. We’ve just bought a house and we’re sick of virgin media so decided to use EE now we’re moving. I thought I’d simply cancel the old supplier now I’ve set up the new one but virgin wouldn’t let us cancel because they said EE would do that when they install everything 

[Roodles]

I'd check with EE if they used the one touch broadband switch.

If they didn't, you will need to cancel with virgin yourself.

You can check the contract, sign in to "my virgin media" and have a look under accounts. You always need to give 30 days notice, so depending on when your EE broadband goes live, you may end up paying twice for one month.

I'd encourage you to check (1) with virgin that you are out of contract and (2) with EE what process they have used.

Don't take anything for granted. I had a bad experience where EE told me on the phone they'd handle the cancellation with virgin, and at the time this was not possible. It may have been a simple mistake but the cynic in me is suspicious that they will say anything to secure a sale.

[JimM11]

@Tasmin9593 You do not make it simple with your posted explanation of what you have or have not done.

Since you are leaving VM on the old property then YOU have to cancel it as you did not INFORM EE of its existence how do you expect them to cancel for you when you have not told them about your VM at the previous home. Virgin will happily take money from you for ever....

The new property as long as you have confirmation from EE that your order was accepted, you have an Installation Date, Go live etc and everything is progressing as you expect, you would have received a series of E-Mail's from EE, set up your account, welcome to EE, then you can go look at your account see what state the order is in.

[Tasmin9593]

Yes thank you for that. I did say that when we called virgin to cancel THEY told us that we didn’t need to do anything, hence my confusion. I don’t expect EE magically know anything which is why I don’t understand how they are expected to cancel my previous provider.

[JimM11]

@Tasmin9593 Virgin gave you the chance to house move the VM service from OLD to NEW, if you have refused to do this, then you need to cancel with VM the broadband and good luck with that, they will string it out as long as they can. You need to go to the VM forum, find the cancellation form and get it submitted ASAP, also find out how much the final bill etc will be with them, but get it cancelled now....

[XRaySpeX]

This is not a BB migration. It is not a 1-touch switch. 2 locations are involved. It is essentially a home move but between 2 ISPs. Home moves are only carried out within the same ISP.

You will need to deal with each ISP separately. You have ordered from EE. Now you will have to cancel V.M directly.