Virgin-> Zen: BLOG

[Zak33]

Hi Hexus dudes

Well, I've been a VIrgin.net punter for a while, but I have to use my Broadband account for home working and the only real niggles I have with Virgin are that
a: they won't allow work use of any sort
b: they don't provide an invoice, at all. That niggles me. I need to claim it back from work.

But otherwise they've been good guys, and I've been with them since May 05 so I dont pay a get out of jail charge and they only have monthly accounts, so in theory I an escape and move to Zen.

However...I was a tad concerned, knowing that Virgin.net is actually NTL behind the scenes...and I was with THEM once, and getting away from them was HELL.

So I scoured the Virgin.net website and soon found this page.
http://www.virgin.net/customers/contactus/index.html

It was not where I expected to find the Cancellation page, as it isn;t listed as a Cancellation page anywhere, but there it is.

The good news? The Phone number I got once I'd logged in was a Local Call Rate 0845 045 0709 so that was pleasant. I was expecting a 50p per minute.

Virgin gets a thumbs up there.

Then I expected a 3 hours wait. Nope....3 minutes, and then a very helpful chap called Chris dealt with me and assisted by explaining what I needed to do, and that he'd get me a MAC (Migration Authorisation Code ) if I needed one.

I didn't know, so thanked him for his time, checked with Zen, they do want one, and I rang the 0845 number for Virgin, got straight through and asked for Chris who has aplied for my MAC. He said he hoped I was happy with the service other than the lack of Invoice and I was, and as far as I can see now, that'll be it.

Just like that.

No hassle. Apparently the Virign payment willstill come out on the first few days of next month, so I'll still have connectivity, until Zen move me, and then Virgin will credit me back on a pro rata basis for the days I've over paid for!!

I dont wanna sound too shocked, but that's exceptional service.

Fingers crossed the rest goes according to plan!

[GFiSH]

That's pretty impressive, fingers crossed the rest goes smoothly!!

Ever tried cancelling Sky? Now that's almost impossible!!

[Lee H]

Ever tried cancelling Sky? Now that's almost impossible!!

Nah it's not You just need to know how to talk to the silky tones of the nice woman they have on the cancellations line.

When I phoned up, they offered me cheaper packages and stuff like that but I said thanks for the offer but I'd like to cancel anyway as I have freeview etc.

Nice as pie - easy to cancel and they still ring occasionally to try and tempt me back with some special offers

As for ISP Migration - the MAC address is a godsend now. You can truely move from 1 ISP to another without messing, cancelling and then reordering which we had to do back in the old days. Gone are the days of waiting 2-4 days on dial-up to get your email from your new ISP with login details.

There are some issues regarding MAC addresses and certain products providers offer, but most of the time the MAC code makes the process fairly straightforward.

[Tobeman]

Nah it's not You just need to know how to talk to the silky tones of the nice woman they have on the cancellations line.

When I phoned up, they offered me cheaper packages and stuff like that but I said thanks for the offer but I'd like to cancel anyway as I have freeview etc.

Nice as pie - easy to cancel and they still ring occasionally to try and tempt me back with some special offers

As for ISP Migration - the MAC address is a godsend now. You can truely move from 1 ISP to another without messing, cancelling and then reordering which we had to do back in the old days. Gone are the days of waiting 2-4 days on dial-up to get your email from your new ISP with login details.

There are some issues regarding MAC addresses and certain products providers offer, but most of the time the MAC code makes the process fairly straightforward.

Whats that I hear? ScanDSL on its way? Excellent!

Talking broadly, but I've never had any problem with Virgin, no quibbles with their phone contract, trains or holiday packages we've used in the past. But then I've never *actually* had a problem with NTL except for the odd evening of downtime every 12 months which I can deal with, its my anual day to get stuff done!

[merlin2001]

good luck - i migrated from Virgin to bulldog a few months back and had no issues at all.

[Zak33]

Well, the MAC code arrived at 3:06 pm!
Without a doubt I'd heartily recommend Virgin for Customer Satisfaction.
It's a shame I'm leaving them really, but they're policy is fair enough to prevent home use for work (tho I disagree with the "no invoice ever" policy)

[Skii]

Ahhhh ZEN....

Join us

[Zak33]

OK, Zen application made online with MAC and credit card for payment.

10 March 2006 10:50 am.

Email confirmation part 1: 10:51
Order Number allocated and tracking url emailed to me 11:05.

[Zak33]

Done and dusted

15 March 1:35 pm email stating account due to be activated.
15 March 2:00 pm DONE

So there ya go....sorted with minimal hassle.

the ONLY warning I'd say to people is as follows: Make sure the email address you use for them to keep you posted is one with a WEB MAIL fature so you can read your email on another PC.

Becuase....in between the 1:35 pm email with my sign in and tech details on, and 2pm when it moved across....I wasn't checking emails (was at work) and therefore had no internet access to read my sign in details in the first place.

Gonna ring Zen now and suggest they send out the username and password details 24 hours earlier than the migration to give people a chance to know the log in details!

Otherwise...faultless

[Zak33]

Right, I just rang Zen Customer Services (got through in under 30 seconds) and it seems the system they use for assigning IP's, Usernames and Password details etc and sending them out by email is set so that there is often a problem with people not getting the email in due time.

They are looking into it, but right now

USE AN EMAIL ADDRESS THAT YOU CAN READ IF BROADBAND SWAPS BEFORE YOU CAN SEE THE DETAILS!

Least they know about it, and are trying to resolve it. I suggested a 24 hour earlier time OR posting it days before by letter.

Cheers for reading people, hope it helps someone!

[menthel]

Glad it went well. Hope zen live up to their reputation!

[Zak33]

so far..so good.

Pings on IL-2 servers are good, so thats the vital bit

[menthel]

I have not flown for aaaaaaaaaaaaaaaaages! Homechoice can be dodgy for ping tho...

[Zak33]

I have not flown for aaaaaaaaaaaaaaaaages! Homechoice can be dodgy for ping tho...

that was mentioned in MA Squadron t'other day. You used to be up a lot

SORT IT OUT!!!!

[vincent]

hehe Zen ISP- based in rochdale- along the rochdale canal

nice service- finally a ISP who understands a tech head and knows what im talkin about...

NTL back in the day- spending over 30 mins on the phone just so i can find out what the hell was goin on....