Forum Discussion

DesislavaD's avatar
DesislavaD
Joining in
1 month ago

One touch switch issue

Hello, the last day of my contract with Virgin media was 7 December 2025. On 6 November I chatted with an agent and stated I don't want to continue it. They asked me if I will confirm the cancellation myself on 7 December, or use the automatic service One touch switch. I said I would like to use the service, because I didn't want to forget and pay more. That was a big mistake. 

On 8 December EE installed their router and they used One touch switch to inform VM that I no longer use VM services. I was a little surprised I could still use VM router on 8 December, but I turned it off the same evening. Obviously I will pay for this one additional day of service. But not more than that.

I am sure VM can confirm I didn't use their services after that and not make me pay more.

On 19 December I chatted with another VM agent to confirm the cancellation had taken place. They said there was no notification that my contract is cancelled. I find this hard to believe, because EE even sent me a reference number as a proof that they used One touch switch to inform VM that I no longer use VM.

The second agent suggested to cancel the contract form 19 January, but I asked them to wait and not do that. I didn't want the situation to become even more complicated. The agent ignored me and canceled the contract from the same day (19 December), which meant I have to pay for a month and a half more than I used VM.

Now I am told to pay £150 as a closing bill. I don't agree with this and shouldn't be made to pay it.

VM resolution centre sent me some emails, stating they couldn't contact me for more information. This is impossible, because I reminded they 4 different ways they can reach me. Phone, email, post, VM app. They said I still need to pay so much money for only 1 day.

I have them the reference number to check with One touch switch, but they replied with the same email as before. They couldn't reach me and I have to pay £150.

All this is getting out of hand and I don't feel anyone is listening to me at all.

What can I do in this situation, because I am not paying the last bill? Only for my usage on 8 December.

 

4 Replies

Replies have been turned off for this discussion
  • DesislavaD's avatar
    DesislavaD
    Joining in
    1 month ago

    Hi, I have a big problem with cancelling my contract with Virgin media. Can you help me please?

  • Muhammod_I's avatar
    Muhammod_I
    Icon for Forum Team rankForum Team
    1 month ago

    Hi DesislavaD,

    Thank you for informing us of this and we're sorry to hear about your cancellation issues.

    We will look to send you a private message shortly to investigate this further with you.

  • RetiredATCO's avatar
    RetiredATCO
    Superfast
    1 month ago

    Your timeline does not make sense for a OTS and do remember OTS only applies to broadband and not TV services.

    When did you order from EE and did you advise them of your current provider and to use OTS?

    Once that was done you should've received communication from VM that you were leaving.

    The implication of the call on the 6th indicates that VM had not received notice of the OTS and were either expecting you to give notice or order from a new ISP via OTS.

    Was the 7th the date VM has previously advised your services were to end or was that the date your discounted contracted period was ending, in that case service continues at full price until you give notice or they receive a OTS request.

    It would not be normal for VM services to be disconnected until after EE had installed and sent them confirmation thereof, so the 7th was never going to be the date VM services stopped if EE only installed a day later.

    It would appear that your call on the 19th was interpreted as then giving a months notice as no OTS notification had been received prior to the EE installation.




    • DesislavaD's avatar
      DesislavaD
      Joining in
      1 month ago

      Hello, thank you for contacting me. I had a broadband and TV box with VM.

      My contract ended on 7 December 2025. I chatted with a VM agent on 6 November to let them know I don't want to continue it. They asked me if I will contact them on 7 December to let them know I will no longer use VM or that I can use OTS. They explained that OTS is an automatic service and I didn't have to do anything else. They promised that the new provider will let them know when their services start and the same day to stop VM ones.

      Then on 8 December 2025 EE installed their broadband and I disconnected the VM router and TV box. I guess I need to pay for this one additional day of usage. Can't VM just check that I am not currently using their services? EE sent me a reference number that they used OTS. VM claim they didn't receive anything. I believe EE.

      On 19 December 2025 I contacted another VM agent to check again what will be the final bill. I didn't use any VM services after 8 December, so I am not expected to pay £150. And I will return the equipment as soon as I receive VM package to do so. The second agent misunderstood me to cancel the contract from 19 January 2026. After half a minute I asked them not to do it. But they did it anyway. They didn't listen to me.

      So now I feel like I had been lied to, because I asked what I needed to do and did it on time. And now I have to pay.

      Do you need any more information from me?

      Thank you