Forum Discussion

jonandmarkuk's avatar
jonandmarkuk
Superfast
2 days ago

Cancellation clarification

I'm moving over to a different provider for broadband and no longer going to have a phone or TV service.

Initially followed advice on WhatsApp chat to do the OTS service, but now I'm getting conflicting information as to if I'll end up with a zombie TV and phone service.

I would like confirmation that all services will be terminated on the switch over day as my follow up chat with WhatsApp agent didn't clarify.

I tried raising a complaint about the unclear information and not sure if that's even been logged as I never got an actual reference number after submitting it

4 Replies

  • jonandmarkuk's avatar
    jonandmarkuk
    Superfast
    22 hours ago

    I thought so. I have been assured on WhatsApp that all services will be cancelled, but crucially they wouldn't email me to confirm.

    Having had an issue of being over billed when I reconstructed in 2024 and needing to get someone other than the WhatsApp team to sort out the discounts that had been promised it serms I was right to question it. 

    Annoying as the virgin WhatsApp agent seemed to indicate that the OTS service would be seamless, but now I wonder if I've been advised incorrectly.

    • Molly_T's avatar
      Molly_T
      Icon for Forum Team rankForum Team
      11 hours ago

      Hi jonandmarkuk 👋 Welcome back to the community forum! Thanks for posting. 

      Sorry to hear you have some concerns about your cancellation. If you aren't transferring your landline number to a new provider, your services should all set to be disconnecting on the same date. 

      I will send you a PM to confirm a few details so we can confirm this for you. Please keep an eye on your Inbox 📩 in the top right corner of the page. 

      We can return to this public thread with another update when possible. Thanks for your patience and co-operation in the meantime! 🌞

    • jpeg1's avatar
      jpeg1
      Alessandro Volta
      12 hours ago

      If you are no longer wanting TV or phone, there is little point in getting trusting VM to get the OTS done. Simply give VM your 30 days notice (assuming you are out of contract), and sign up with the new supplier to start when VM finishes. It's probably best to allow a few days' overlap in case of initial problems with the new ISP. 

  • goslow's avatar
    goslow
    Alessandro Volta
    24 hours ago

    OTS covers broadband and landline. TV is not covered under the OTS process.

    In the case of VM TV, the newest TV boxes require VM broadband to function (for channel listings, AIUI on the DOCSIS cable network).

    Once you have started the OTS process, VM should email you with leaving info. Check and see if TV is mentioned in that.

    There are regular topics on here which describe problems with OTS and leaving VM. If VM behaves in its usual manner of obstructing a customer from leaving, it would be prudent to assume, as the default, that you have to cancel the TV if you receive no other info to the contrary.

    A VM person will reply to your topic (usually within a few days of you first post) and may clarify for you.