Misleading communication regarding termnation of service

I am posting on here to express my dissatisfaction with the miscommunication regarding my contract cancellation process.

My current contract ends on 26th October 2024, and my monthly fee will increase from £38.08 to £62.01. After finding a better offer with another provider, on 8th October, I called Virgin Media to confirm if I could cancel immediately to avoid the price increase. The customer service advisor assured me that I could cancel without waiting for the contract to end. Based on this, I booked new services via Uswitch.

Today, when I called to cancel, I was informed that I need to give 30 days' notice, as the switching process did not occur meaning I would be liable for the increased fee of £62.01 while also paying for my new provider. This contradicts the earlier information I received. I spoke to customer service today and I was told 'it is not our job to inform customers of the 30 days notice'. This is very disappointing. I made the phone call today (14th October) at 11.13am.

Please, can this be resolved in some way? I did everything I could in order for this switch to be as smooth as possible, but this is understandably very upsetting situation, particularly, because I have tried to make sure I am doing things correctly to avoid extra fees.

Regards,

T