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leebarker1980's avatar
leebarker1980
Just browsing
2 days ago

Old supplier not cancelled

Hi, 

I joined Virgin media as a new broadband customer on 13th June, it said that I wouldn't have to cancel my old supplier (Vodafone).

Yesterday I noticed that I'm still paying Vodafone, so I contacted them. I found out that virgin didn't do the one switch processes, therefore I'm still being supplied and paying for Vodafone as well as Virgin media. I cancelled Vodafone yesterday, a 30 day cancellation. So I will be paying for over 2 months for a service that's not used with Vodafone, as well as paying for Virgin media. I've emailed Virgin a complaint about this, and another issue (front garden grass left a mess after cable installation) but I've heard nothing back. 

Has anyone else had this issue? 

 

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6 Replies

  • David_Bn's avatar
    David_Bn
    Icon for Forum Team rankForum Team
    21 hours ago

    Thanks for reaching out to us leebarker1980, and we're sorry to hear of the issues with non-cancellation of Vodafone's services, upon installation of our services. 

    We'd need to take this to a private messaging conversation to review, once data protection has been passed on the account.

    Check out the envelope in the top right hand corner for a private message from me.

    Thanks,

    David_Bn

  • Alby41's avatar
    Alby41
    Superfast
    22 hours ago

    Is this a breach of the OTS service introduced by Ofcom in September 2024 ... clearly as you have described  IT IS .. some lacky jobsworth at VM no doubt at fault .. good case for compo there matey.. but TBH Ofcom are a bit shiftless like a toothless dog .. how you would get them on board in your case though I am unable to advise ... good luck pal anyway .  maybe someone else who has been shafted by an ISP would know ?

    • leebarker1980's avatar
      leebarker1980
      Just browsing
      19 hours ago

      Thank you mate. 

      I've just nothing but problems to be honest since joining virgin. I'll keep you posted. Cheers

  • goslow's avatar
    goslow
    Alessandro Volta
    23 hours ago

    Post up some photos of the damaged grass area. When a VM person gets to your topic (typically in a few days) they may offer to refer it on for an attempt at a remedy.

    You will have to go back through your order info and see how you opted to move to VM. We see a steady trickle of topics on here about OTS moves not being implemented correctly but it is usually hard to work out whether it is the gaining or losing provider to blame (because both simply blame each other!).

    Not sure how you have emailed a VM complaint because AFAIK there is no direct customer service email. VM's complaint processes are hopeless (read the many past complaint topics on here) and it is very likely your complaint will be closed down with a gobbledegook 'resolution' and with no reference to you.

    If you believe VM has messed up the OTS, you can then escalate the VM complaint to the ombudsman via the process below

    https://www.commsombudsman.org/our-process