Forum Discussion

unisoft's avatar
unisoft
Knows their stuff
2 months ago
Solved

One Touch Switch - No confirmation of cease for old provider

Hello VM,

I re-joined VM 8 months after leaving as long term customer, due to finally receiving a decent price for GIG1 during Black Friday and via 'Perks At Work'.

Can we exchange PM's on status of One Touch Switch as received no confirmation of cease of previous ISP service and they would wait for "Switch Order Trigger Request" from VM before doing anything. The OTS was all done during VM's checkout process.

Thanks

  • Thanks for replying.

    I’d like to investigate this for you. 
    If you don't mind, I’ll need to send you a private message to pass security. 
    If you can check the logo top right of your screen that would be great. 
    Regards     
    Gareth_L
     

     

  • Hello unisoft.

    Welcome back to our community and our services.

    Sorry to hear the switch from your previous provider didn't go to plan.

    Have you been in touch with your previous provider to see if they received the trigger?

    Gareth_L

    • unisoft's avatar
      unisoft
      Knows their stuff

      There is nothing showing in their online portal regarding termination dates, or switch process and no pending orders for disconnection/switching.

      I do know they got an indication from VM during VM's checkout procedure, because I swiftly received an SMS and email saying "We heard you re thinking of leaving us". From what I have read on Ofcom and other forums, the "losing" provider cannot process a termination under OTS unless the gaining provider does this "Switch Order Trigger request"

      • Gareth_L's avatar
        Gareth_L
        Forum Team

        Thanks for replying.

        I’d like to investigate this for you. 
        If you don't mind, I’ll need to send you a private message to pass security. 
        If you can check the logo top right of your screen that would be great. 
        Regards     
        Gareth_L