Forum Discussion

Soo65's avatar
Soo65
Tuning in
2 years ago
Solved

Misleading information

 How do I get hold of a person to answer why in the six months since I changed over to Virgin they failed to notify Sky of this as promised. I am now facing six months of charges that should not have happened and I need to launch a complaint.

  • Steven_L's avatar
    Steven_L
    2 years ago

    Hey Soo65,

    Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your package at the moment. 

    As the community members have advised, we would not contact your current provider to cancel any TV or broadband services, we would only cancel your landline, when it transfers over to Virgin Media. Have you been advised by an agent that we would cancel your services with your other provider?

    Kind Regards,

    Steven_L

  • carl_pearce's avatar
    carl_pearce
    Community elder
    2 years ago

    Since Virgin use their own infrastructure they don't notify your previous supplier.

  • newapollo's avatar
    newapollo
    Very Insightful Person
    2 years ago

    If you are porting your landline number to a new provider, then when the new provider completes the number transfer that effectively cancesl your phone service with the original provider, however it doesn't cancel any other services.

    VM do advise you to contact your current provider to cancel your services.

    Picture below from the website https://www.virginmedia.com/broadband/switch 

    • Steven_L's avatar
      Steven_L
      Forum Team
      2 years ago

      Hey Soo65,

      Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your package at the moment. 

      As the community members have advised, we would not contact your current provider to cancel any TV or broadband services, we would only cancel your landline, when it transfers over to Virgin Media. Have you been advised by an agent that we would cancel your services with your other provider?

      Kind Regards,

      Steven_L

      • Soo65's avatar
        Soo65
        Tuning in
        12 months ago

        Hi thank you for your message. I was misled from the beginning as they said not to worry they would sort it out. Additionally I never received the contract details or payment dates so I have decided to cancel them completely. If you know how to do this I would be very grateful for your advice.

  • Tudor's avatar
    Tudor
    Very Insightful Person
    2 years ago

    VM cannot legally ask Sky to terminate your subscription because the contract is between you and Sky.

  • Soo65's avatar
    Soo65
    Tuning in
    12 months ago

    After six months in which I have received no contract information or bills and been cut off twice I intend to cancel. How can I do this please! I don’t intend to give a lot of notice as I was not given the same courtesy or sent any actual bills the service has been a total disappointment.

    • David_Bn's avatar
      David_Bn
      Forum Team
      12 months ago

      Thanks for reaching out to us Soo65, and welcome back to our Community Forums.

      Sorry to hear of the lack of information offered on the account you've been subscribing to.

      Can you please confirm if you've been able to attempt sign up for a self-care account at all?

      Thanks,

      David_Bn

      • Soo65's avatar
        Soo65
        Tuning in
        12 months ago

        Hi I have received absolutely nothing from them I have no idea of payment dates as they were not supplied and no other information. All very disappointing which is why I am returning to Sky as I do not need the hassle I have had from the complete lack of communication. 

  • David_Bn's avatar
    David_Bn
    Forum Team
    12 months ago

    Thanks for working with me via our private messaging function Soo65.

    Do please keep us in the loop with how you get on, and we'll seek to assist where possible moving forward

    Have a great weekend,

    David_Bn

    • Soo65's avatar
      Soo65
      Tuning in
      12 months ago

      Thank you for your help hopefully I can just pay whatever is due and leave. I appreciate the time you have taken to assist.