{"id":36891,"date":"2024-01-18T00:05:36","date_gmt":"2024-01-18T00:05:36","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=36891"},"modified":"2024-01-18T06:49:32","modified_gmt":"2024-01-18T06:49:32","slug":"virgin-media-uk-update-on-plan-to-withdraw-upps-full-fibre","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2024\/01\/virgin-media-uk-update-on-plan-to-withdraw-upps-full-fibre.html","title":{"rendered":"Virgin Media UK Update on Plan to Withdraw Upp’s Full Fibre"},"content":{"rendered":"

Customers of alternative UK full fibre broadband ISP Upp<\/a>, which was last year acquired from investment firm LetterOne by network builder nexfibre<\/a> (Virgin Media<\/a>) for an undisclosed sum (here<\/a>), have this week been notified that their service will be withdrawn “sometime<\/em>” in 2024, when they’ll be switched to Virgin. But questions remain.<\/p>\n

The deal – as agreed in September 2023 – was largely seen as an attempt by nexfibre<\/a> to help expand the reach of their own gigabit-capable Fibre-to-the-Premises<\/strong> (FTTP<\/a>) network, which is currently in the process of building to reach \u201cup to<\/em>\u201d 7 million additional UK homes \u2013 staring with 5m by 2026 (i.e. those homes not currently served by Virgin Media<\/a> itself, the sole ISP client on their network).<\/p>\n

NOTE:<\/strong> Both VMO2 and nexfibre<\/a> are parented by Telef\u00f3nica and Liberty Global, but unlike Virgin, nexfibre<\/a>’s network is open to wholesale.<\/div>\n

Under the announcement, nexfibre planned to acquire Upp’s existing network assets, which reflects a full fibre infrastructure that covers around 175,000 premises<\/strong> in the East of England and includes roughly 4,000 customers. Just for context, nexfibre alone added this many premises to their UK coverage in Q2 2023 alone (here<\/a>) and 250,800 premises in Q3.<\/p>\n

Since the announcement, VMO2 is understood to have been busy carrying out integration work \u2013 this has included aligning systems, completing in-progress fibre build and offering Virgin Media<\/a>’s services to Upp\u2019s customers. The latter stage is where we find ourselves this week, with Virgin Media starting to notifying customers that they will be “withdrawing [Upp’s] services sometime this year<\/em>.”<\/p>\n

What’s going to happen?<\/strong><\/span><\/h3>\n

Thankfully, some customers have shared details of this update with ISPreview. The new notification is frustratingly light on detail, but it notes that Virgin Media officially changed Upp’s T&C’s on 15th January 2024 to add a new clause (13.2) that states: “We may end our contract at any time without liability to you by giving you at least 30 days’ notice in writing if the Service provided to you by Upp is being withdrawn<\/em>.”<\/p>\n

The change to their T&Cs means that customers will be able to “cancel your services with Upp without any financial penalty by giving 30 days’ notice<\/em>“. In other words, Upp’s customers can either choose to switch to a different ISP or wait to be moved over to Virgin Media’s service. But crucially, it remains unclear how this will impact the prices and broadband speeds that Upp’s customers currently take (we’ve asked VMO2 to clarify).<\/p>\n

For example, Upp’s top package offered symmetric speeds of 900Mbps, which is something that Virgin Media’s network doesn’t yet offer (the fastest uploads are c.100Mbps). Not to mention that it was also a fair bit cheaper than the post-contract price of Virgin Media’s own gigabit plan. Similarly, Virgin has yet to clarify how they’ll handle the change in areas where the two networks are already overbuilt.<\/p>\n

So for customers who plan to remain, Virgin Media said that they’re “not changing your broadband service or billing so you don’t need to contact us,<\/em>” although they are optionally recommending that such customers create an account and setup a Direct Debit with Virgin Media now (the message includes a link for this), “so that when the time comes, the transition for your service will be as seamless as possible<\/em>.”<\/p>\n

The steps listed for setting up an account note that “Upp will arrange for a technician to update the broadband connection point inside your home ready for Virgin Media’s Hub, all at no extra cost<\/em>,” and that Upp will then “change their broadband service to Virgin Media at a later date in 2024 area by area, and will let you know when it’s your turn<\/em>.”<\/p>\n

Sadly, this all sounds like customers who remain are going to have little option but to take Virgin Media’s existing packages and router, which as noted earlier, aren’t always superior to Upp’s offerings. As above, we have asked VMO2 if they can clarify a few of these points. Upp\/Virgin have yet to announce a final date for when the service itself will be withdrawn.<\/p>\n

UPDATE:<\/strong><\/p>\n

A quick update. Virgin Media has confirmed they will still be delivering services over Upp\u2019s network once integration work is complete, and they’ve also clarified that customers will be able to “take a new service from Virgin Media that is equivalent to their current Upp service<\/em>“. We did highlight the example of Upp’s 900Mbps upload speeds and lower pricing when asking about this, so it will be interesting to see how this pans out later in 2024 (i.e. new Virgin Media packages on the way with symmetric speeds?).<\/p>\n

A VMO2 spokesperson said:<\/strong><\/p>\n

\u201cFollowing Virgin Media O2<\/a>\u2019s acquisition of Upp and ongoing integration work, we are in the process of writing to Upp customers to inform them of a change to their terms and conditions and our plan to end Upp\u2019s services this year, offering Virgin Media fibre services that will be equivalent on both speed and price.<\/p>\n

While no services or billing arrangements will change at this time, and connectivity remains, Upp\u2019s customers will be given the option to pre-order Virgin Media broadband services through a bespoke link contained in their direct communication. All customers will receive a free right to cancel due to the terms and conditions amendments being made.<\/p>\n

We will be writing to Upp customers again later this year to provide further information on Virgin Media installation dates, if this option is selected, or notifying them that we will end their Upp service. We\u2019re committed to supporting all Upp customers as this necessary simplification of products takes place and will clearly outline the options available so customers can make an informed choice that works best for them.\u201d<\/p><\/blockquote>\n","protected":false},"excerpt":{"rendered":"

Customers of alternative UK full fibre broadband ISP Upp, which was last year acquired from investment firm LetterOne by network builder nexfibre (Virgin Media) for an undisclosed sum (here), have this week been notified that their service will be withdrawn “sometime” in 2024, when they’ll be switched to Virgin. But questions remain.<\/p>\n","protected":false},"author":1,"featured_media":29268,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[56,32,475],"class_list":["post-36891","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-fttp","tag-o2","tag-virgin-media"],"share_on_mastodon":{"url":"https:\/\/mastodon.social\/@ispreview\/111774035994075088","error":""},"yoast_head":"\nVirgin Media UK Update on Plan to Withdraw Upp's Full Fibre - ISPreview UK<\/title>\n<meta name=\"description\" content=\"Customers of alternative UK full fibre broadband ISP Upp, which was last year acquired from investment firm LetterOne by network builder nexfibre (Virgin\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ispreview.co.uk\/index.php\/2024\/01\/virgin-media-uk-update-on-plan-to-withdraw-upps-full-fibre.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Virgin Media UK Update on Plan to Withdraw Upp's Full Fibre - 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