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southernmist23's avatar
southernmist23
Joining in
10 hours ago

Cancelled via one touch - virgin still billing me

I started services with Sky on 1 November this year. I had had a confirmation email from Virgin on 2 September to say that they knew I would be signing up with Sky. Virgin are still billing me. I spent 3 hours today talking with Virgin on the phone, 2 to retentions, and 3 to customer service. I've been told by them to call Sky and that they need confirmation from Sky that I had swapped over, but it had not been received. I spoke to Sky 2 times, who said that they have no way of contacting Virgin to tell them this information, but that I should provide the texts that show the date of install. I have been given a postal address and email for Virgin in Sunderland, which I will try, but will this work? Will I still have to pay them for the last two months without service? 

2 Replies

  • Ayisha_B's avatar
    Ayisha_B
    Icon for Forum Team rankForum Team
    6 hours ago

    Hi southernmist23 

    Welcome to our Community Forums and thanks for your post. 

    We're sorry for the poor experience.

    I'm going to pop you a PM so we can take a closer look into this. 

    Speak soon!

     

  • newapollo's avatar
    newapollo
    Very Insightful Person
    8 hours ago

    When was the last bill date you received from VM, and what billing period did it cover? 

    Virgin continue to bill you as usual until your disconnection is complete. This helps to make sure your final month of service isn’t interrupted. You will therefore probably see charges that go beyond your disconnection date normally because your cancellation date takes effect mid billing cycle.

    Once your services are fully disconnected VM recalculate what you’ve used (possible landline phone charges, PPV charges, movie rentals etc) and send an adjusted final bill  detailing any credits you may have for the services you haven't  used. They then refund those monies.

    For example my billing date is the 23rd July, but it covers the services between the 19th July and 18th August. So if my services  were cancelled and disconnected on 26th July then I would expect to receive a revised Final Bill with credits to cover from 27th July to 18th August.

    If you used OTS  (the One Touch Switch) process then the gaining provider (in this case Sky) are responsible for the landline and broadband switch and should send VM a "switch complete" message. If you started services with Sky on 1 November 2025 then the final closing down of the VM  account is probably still in process.  (It would take a few days  to produce a final bill)

    If the OTS completed on 1st November and VM don't actually process the disconnection then Sky will be able to see what went wrong and then either re-send the "switch complete" message or trigger a manual disconnection with VM.