Switching Provider

[#1]

I have been getting a bad service with loads of disconections through plusnet lately even when I re contracted they say the line is fine but I keep getting the orange light disconnection issue all the time on the street plusnet does not have cable installed and when the bt engineer come last year he refused to change the line he said there was a fault with it in 2024 but refused to change because phone lines will be getting disconected January 31, 2027 in a heat of the moment because I was annoyed with the drop outs I decided to switch to virgin media on there website they told me I would not need to do anything as they would contact plusnet for me to let them know I would be switching over and that I did not need to do anything yet did not mention anything about an early termination fee then plusnet sent me a text stating they wanted £281.54 for the early termination fee the switch over is supposed to commence on the 2nd December 2025 and I can't afford that as I am claiming Universal Credit and only get £400 a month and if I was to pay that fee this would put me into financial hardship and I read online that when claiming benefits it states you are classed as vulnerable and wonder if you guys have an idea on what I should do any help and advice would be appreciated. 

[#2]

@Jsha19 Virgin, or any other provider you decide to move to, will not know or care about what your current providers termination policies are. You should have checked with PN for any such information before making a move decision.

Unfortunately, they are legally entitled to apply such charges, and will do so.

[#3]

In my experience fixing a faulty copper line can be easy or virtually impossible depending where the fault lies. Changing ISP that uses the same Openreach line isn’t going to make a difference. I was in the same position for years until FTTP came along and all my connection woes became history. 

[#4]

@spile But was the OP moving to Virgins network, which does not run over BT/OR infrastructure?

[#5]

We moved from PN ADSL to VM RFoG in 2017.  Long reach ADSL at 1.5/0.5  or  DOCSIS at 200/12, now 1130/104.

RFoG is a form of FTTP with and ONT at the house and short cable to the VM Hub.

Technically VM has been a very good broadband service, speeds are better then advertised, only a couple of major outages and in the time only one VM Hub failure.
 
There is a big but and that is VM Customer Service is abysmal, the service desk is 100% focused on targeted sales and will waste time presenting upgrade options in preference to dealing with faults.

If you are going to take a VM Broadband service, only sign up online so it is quite clear and in writing what service is being  taken and at what price.   Should you sign-up over the phone with a person half a world away, expect your name & email to be mangled and never to be able to get you bills and messages.  I feel this can not be over stated.

Yesterday OpenReach were trimming trees behing us for the installation of FTTP on the telegraph poles, you might see similar work or engineers doing ground works and go and ask them when the expect to have the service up and running.

[#6]

@PhilipHeyes  I can't see anything in your post that's going to help @Jsha19 's problem.

[#7]

@Jsha19  I believe the only option you have to avoid the early termination fee is to cancel the Virgin order and stay with Plusnet and get them to push Openreach to fix the line fault.  The excuse that no repairs will be made because the phone lines will be disconnected is totally untrue, the phone service is stopping but in areas with no Full Fibre the copper lines will still be used for Broadband and faults will still have to be fixed.

[#8]

VM have a off period when an ordered service can be cancelled.

Refer to Section M, Page 9 of the T&Cs  :

https://www.virginmedia.com/content/dam/virginmedia/dotcom/documents/legal/Terms%20and%20Conditions%...

[#9]

@Jsha19 if you are on UC then you may be eligible for BT's Home Essentials broadband - you can get 37Mbps and unlimited phone calls (Digital Voice) for £15 per month. You can switch from Plusnet without paying early termination fees if you contact Plusnet to arrange the switch.

However, that would use the same line as you have now, so BT would have to fix the issues. I have arranged such a move for a relative and I've found BT very helpful and responsive to line faults (your milage may vary...)

[#10]

@Jsha19 

Your best bet is to cancel the VM contract without delay, hopefully in time before they also impose cancellation charges.

Once that’s done we can advise on your unreliable connection.

[#11]

ive just spoken with plusnet and they have offered me full fibre which will be installed by the 9th December 2025 ive cancled the contract with vm and thanks to your assistance guys  

[#12]

@Jsha19 

That’s good. Thanks for coming back and telling us.

[#13]

How do I post a link and say thanks to all you guys for assisting 

[#14]

You don't need to - we will have seen your reply.

[#15]

But was the OP moving to Virgins network, which does not run over BT/OR infrastructure?

But now they aren’t so my post was valid.