Forum Discussion

raezor40's avatar
raezor40
Joining in
2 months ago

One touch not used

Having g joined VM in Nov 24, I was informed that the transfer from my previous provider would be managed under "one touch" process by VM, and I would not need to contact my previous supplier with details etc,

However, I have received bills from my previous provider up to this month, they have confirmed that they have not been informed of my switch to VM and I am liable for these charges!

I have contacted VM advisors and spent hours discussing this with no resolution. 

  It would seem obvious that during the switching process I would opt for one touch, and can recall having to supply full details of my previous provider to VM during my application, 

 When will VM concede that an error occurred with their processing and agree to covering my costs???

  • goslow's avatar
    goslow
    Alessandro Volta
    2 months ago

    Make a DSAR

    https://www.virginmedia.com/help/dsar

    to collect evidence that you requested a OTS move from your old supplier to VM

    Make a formal complaint to VM (if you have not done so already)

    https://www.virginmedia.com/help/complaints

    which will later allow you to go to the ombudsman via the process and timescales below

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

    A VM person should reply here within a few days and may offer to look into it for you and may, possibly, avoid the need for the above.

  • Akua_A's avatar
    Akua_A
    Forum Team
    2 months ago

    Hi raezor40,

    Welcome to our forums/ service and thank you for your first post. Sorry to hear One Touch Switch did not work on your move to us. We can understand your concern and we want to do our best to help from here. To best look into this, we are sending you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.

    Thanks,