One Touch Switch Failure? Switching Away From VM and billed another month at out-of-contract rates

Question

I have had an issue with Virgin Media and the One Touch Switch service.

I used the OTS service to switch to Sky Broadband on 15th February 2025 and was switched on the 14 March. My Virgin broadband stopped working on that day and is now provided by Sky. My contract ended on 17 March, but I was happy to pay an early cancellation fee for 3 days rather than the inflated cost for being out-of-contract.

I received my closing bill and Virgin are charging me £55.50 for a further month. I called them and was told that I failed to cancel with them. I explained that I used the One Touch Switch (OTS) service and the agent said that I still have to give them a month's notice. Is that correct?

Why would anyone trust this company?

Sabrina_B · Answer

Hi sadabbott 👋.
 Thanks for reaching out to us and welcome to the Community Forums, sorry to hear of the issues that you are facing with a OTS order and an issue with billing. So that we can look into this we need to bring you in for a private message, please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
 &nbsp;
Thanks.
 &nbsp;
Sabrina

sadabbott · Answer

This has been an unnecessary stress for me and it has cost me several hours trying to deal with it. &nbsp;Clearly VM do not want their customers to ever come back - they have succeeded! &nbsp;Never will I ever spend another penny after this is over with a company that treats customers like cash machines, particularly during a period where the cost of living is causing so many people problems.I have also been in touch with Ofcom and this was their response:Thank you for contacting Ofcom via our online web form.I understand from your correspondence that you have experienced issues when switching from one provider to another as you state Virgin Media are now billing you for a further month after the switch occurred. I appreciate your concern and I hope the information provided is helpful in assisting you. &nbsp;While it is unclear exactly what has happened in this case, it appears you are aware that from 12 September 2024, under Ofcom regulations (General Condition C7), providers are required to implement the One Touch Switch process which is designed to make switching quicker, easier and more reliable for consumers, removing the need for consumers to contact their losing provider and reducing the time it takes to switch. On the day of the switch, once your new service has been confirmed to be working correctly, your new provider will notify the losing provider to cease your existing service and you should not be charged for any notice period charges beyond this date.&nbsp;If the matter remains unresolved or you wish to dispute the charge, I recommend taking the next steps outlined within Virgin Media’s formal complaints procedure if you haven’t already. The details of which can be accessed via the following link and includes various methods of contact: https://www.virginmedia.com/legal/consumer-complaint-resolution-code-practice &nbsp;If you are unable to resolve your complaint with Virgin Media, you may be able to submit it to an Alternative Dispute Resolution (ADR) scheme. An ADR scheme is a free and independent service which can rule on financial and contractual disputes. Virgin Media must abide by their decision; however, you can consider legal action if you are not happy with their ruling.You can take your dispute to an ADR scheme if it remains unresolved eight weeks after you first complained, or if Virgin Media sends you a letter outlining their final position (known as a ‘deadlock’ letter).Virgin Media is a member of Communications Ombudsman for the purpose of ADR. They can be contacted at:Communications Ombudsman&nbsp;PO Box 730WarringtonWA4 6WUPhone: 0330 440 1614Website: www.commsombudsman.org &nbsp;&nbsp;Email: enquiry@commsombudsman.org &nbsp; &nbsp;Although our remit does not allow us to become involved in individual disputes, please be assured that your complaint has been formally logged on our system and will be used to help us continue our monitoring of the communications industry.&nbsp;

sadabbott · Answer

And a new bill has just come through refunding me the £55.50!&nbsp; Complaining does work - but why do I need to complain?&nbsp; What happens to people that do not complain?&nbsp;&nbsp;

Sabrina_B · Answer

Again we cannot confirm any details without going through Data Protection as we cannot access your account without this process being completed, but it does appear that you had reached out to us too soon after an account closure where the system had not updated in order to produce a final bill with any moneys owing or in need or refunding.&nbsp;
 So there was nothing done as a result of complaining, it was the process completing after account closure. If you wish to obtain more information, please respond to the private message that had been sent to you.
 Sabrina
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One Touch Switch Failure? Switching Away From VM and billed another month at out-of-contract rates

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