Forum Discussion

whippers's avatar
whippers
Joining in
5 days ago

One time switch issues

I Tried the one time switch to virgin media back in june,   had my Virgin tv/broadband installed fine,  however!  they did not inform my current provider SKY  about the switch, so i was billed twice, i contacted sky, who informed me that not only had virgin media not informed them regarding my TV services,  they had informed them about my broadband,  only to cancel it again?.

i have contacted Virgin around a dozen times o get this resolved, jumping thorugh hoops to get them all the evidence, they firstly offered me a £100 payment,,  when i refused this and asked for the full amount that i had been invoiced from sky,  they then went away  and came back saying  that it was my fault?  and would offer me nothing,  and i was to take this up with ADR.

sky informed me that this is not the only time that Virgin have failed to do this one time switch, and have had many other customers with the same problem,  needless to say i will be taking this further,  but im disgusted with the way Virgin treats there customers,  it clearly knows it is at Fault,  yet is trying anything it can to get out of paying.

hardly surprising they have just been fined for other things.

will never use this company again!  their attitude towards their customers is diabolical

3 Replies

  • whippers's avatar
    whippers
    Joining in
    6 hours ago

    Thanks, i have informed the Ombudsman service, i will await the outcome,   

  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    4 days ago

    Hi whippers 
    Welcome to the Community Forums. 
    Sorry to hear of your concerns with One Touch Switch. 
    As newapollo has kindly advised, One Touch Switch would only be able to switch your landline and broadband services; it is not a process that you can use for a TV service. Any TV service would need to be cancelled directly with the provider themselves. Our apologies for any confusion caused by this. 

    If your complaint is already deadlocked, then you can take this, as you mentioned, to the ombudsmen services for independent review, and they can investigate this on your behalf. 

  • newapollo's avatar
    newapollo
    Very Insightful Person
    5 days ago

    Hi whippers,

    The One Touch Switch only applies to broadband and telephone services.  If a person has a TV service as well with the losing provider then they need to contact the losing provider themselves to cancel the TV service.

    See /switching-broadband-from-sky/ which also includes links to ofcom detailing the OTS process.

    As per the above thread, "The gaining provider (in this case VM) are responsible for the landline and broadband switch and should be able to see what went wrong. VM should either re-send the "switch complete" message or trigger a manual disconnection with Sky." 

    Sky should then cancel/refund the extra broadband and landline charges,  however you would still be liable to pay any additional TV charges from Sky since you didn't cancel that service with them.

    There are still many failures using the One Touch System, latest figures are up to 30th November.

    https://totsco.org.uk/help-engagement/totsco-industry-trials-results-summary/