Forum Discussion

Ralsei's avatar
Ralsei
On our wavelength
2 months ago

One Switch Broadband and TV. Clarity needed.

My contract with Virgin Media ended on the 20th May 2025. I receive broadband, phone and TV. The price increase for being out of contract was far too much so I contacted Sky today who offered me a more competitive package for broadband, phone and TV. So far, so simple.

But here is where is gets confusing.

I was informed by Sky that the OTS service only deals with broadband and phone and that the TV part of my Virgin Media package would need to be cancelled separately by speaking to Virgin Media. The TV part of my package would not just simply end when my Sky switch over is completed on the 5th June and I'd keep getting billed for TV by Virgin Media unless I cancel.

And so I've been in contact with Virgin Media multiple times today to initiate that cancellation, and each time, I have been given somewhat conflicting and hazy information as to whether I need to do this or not. One support agent didn't 100% know and would call me back after speaking to a manager but no call came. So I rang again and the first agent I spoke to confirmed I'd need to cancel separately, passing me to the disconnections department.

But then the agent in the disconnection department said that what I had been told was wrong, that I didn't need to cancel separately and that all my services would be disconnected on the 5th June, including TV, because "we can't supply TV without the broadband connection". I asked the agent to make a note of that on my account so that there is written evidence that I've been informed I'm not going to be charged for, or receive, TV services by Virgin Media beyond the June 5th.

Essentially, I don't want June 5th to arrive and then find I'm still being billed for Virgin Media TV because they didn't get 30 days notice and that I should have cancelled it today (22 May) even though Virgin Media said I didn't need to. Which then means I'll have to give 30 days notice on the 5th June and pay for another month of an unneeded service.

Can anyone who has been though the process of moving broadband/phone/TV services away from Virgin Media since the introduction of OTS shed any light on what I actually need to do regarding the TV part of my VM package?

Thanks in advance.

 

 

 

3 Replies

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

    Hi Ralsei​ 

    Normally the new One Touch Switch process is only applicable to landline and broadband services and not TV services***.  There's a posting from Ofcom, dated 2nd October 2024,  regarding the One Touch Switch process.

    /ofcom.org.uk/phones-and-broadband/switching-provider/switching-landline/ 

    I've copy pasted the info from that page to make it easier to read - cancelling the TV service falls under the "Switching a bundle" section.

    One Touch Switch

    From September 2024, a new switching process for all broadband and landline services called ‘One Touch Switch’ will be used. This process will be easier, quicker and more reliable for customers.  Under this process, you don’t need to speak to your current provider. Instead, your new provider can arrange the switch for you. You will simply need to provide them with a few details including your address and the name of your current provider. These details will be matched against your current provider’s records, and they will immediately send you any important information to consider in deciding whether to go ahead with the switch. This may include early termination charges or the impact of the switch on any other services you currently receive. If you decide to go ahead with the switch, the new provider will arrange this for your preferred switching date.

    Switching a bundle

    If you use a bundle of services with a provider, for example home phone and broadband, you will usually follow the process described above.  However, you may need to notify your old provider to cancel other services you are also switching as part of a bundle - particularly if the switch involves cancelling a TV service. Your old provider will give you information on what your options are regarding these services in the switching information they send to you.

    Notice the bold part above says 'may'

    *** The retentions agent (disconnection department) was more than likely correct when they informed you that you didn't need to cancel the TV separately as all of your services would be disconnected on the 5th June, including TV, because "VM can't supply TV without the broadband connection"  Long winded explanation below.

    The majority of VM's TV services are provided on the old DOCSIS network via Hybrid Fibre Coaxial (HFC)  which you were probably on in the past, and more than likely still are (I can see from your profile that you've been a community member since April 2021) If you are still on that older network with the TV services being supplied via the coaxial cable then the TV part will be cancelled when the broadband ceases (as per the disconnections agent)

    However, I can see from <this post> of yours from 2 years ago that you cancelled but then took out a new package. If you actually cancelled, left  and returned then you might have signed up on the newer XGS-PON network which is fibre to the premises (also called Full Fibre) 

    If you did sign up on this newer network then you would have been supplied with a hub 5x (the other hubs don't work on this newer network) and you would have received a Stream set top box for the TV services as on the network the TV is IP based  (provided over the internet and so doesn't work with the older tivo, V6 and TV360 boxes)  If you are on the new network with a stream box then you do need to cancel the TV service.

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

      Hi again Ralsei​ 

      I've had a rethink and even if you are on the newer XGS-PON (Full Fibre) network then cancelling the broadband service should automatically cancel the TV service as again, even the IP based TV service only works over VM broadband so cancelling the broadband would also cancel the TV.

      Also re-reading your post, you are also cancelling the phone service so that shows you are on the older DOCSIS network - the phone service isn't available in the new Full Fibre area.

      Just one query from me now - sorry- but are you wanting to keep your landline phone number? If so you need to ask Sky to request a number port.

  • Ralsei's avatar
    Ralsei
    On our wavelength
    2 months ago

    Thanks for the detailed reply newapollo.

    When I re-contracted to 1gig, I did stay on DOCSIS. I still have the same 360 box for TV and it doesn't stream via the internet. Router is a Hub 5 with the coaxial connection. I'll be getting a new number and so didn't request a port (I never used the old one and won't be using this one - a new one was less hassle).

    Based on your much appreciated and diligent research, I think its a fair assumption that the TV service will also be cancelled on the 5th but to eliminate any seed of doubt, if at all possible, can a Virgin agent who sees this post confirm that is the case?

    Thanks.