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GRC83's avatar
GRC83
Joining in
2 months ago

One touch switch issues

Canyou help me with my issue?? . I am having trouble with OTS. I am in the process of moving to another provider. I currently only have broadband with Virgin as i have sent my TV equipment back. Virgin have acknowledged this. How ever i have been billed for the full package £129. Virgin have said its because they have not been given a cut off date from my new provider ??? Will this money be reimbursed on completion??? I cant see why i would be charged for a service i do t have. Any help would be great

Regards

Graeme

@virginmedia

7 Replies

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  • carl_pearce's avatar
    carl_pearce
    Superstar
    2 months ago

    Are you on a monthly rolling 'out of contract' contract?

    Unless you've changed your contract with VM, which means a new 18 month subscription, you'll continue to be charged for the month rolling contract you are on until you cancel, via the 30 days' notice, or OTS, regardless of the equipment being sent back.

    Just be glad one of the 'helpful' customer services team didn't assume you wanted a new contract with broadband only!

    • GRC83's avatar
      GRC83
      Joining in
      2 months ago

      Hi Carl

      i have cancelled my contract within the 30 day notice period. However my new provider has postponed the install date of broadband so virgin haven’t received at a date to disconnect. I have tv with my new provider but Virgin are still charging me even tho they have acknowledged my boxes have been returned. I phoned and was basically told to phoned my new provider.

      I cant see how they can charge me for a service im not receiving 

      • Lee_R's avatar
        Lee_R
        Icon for Forum Team rankForum Team
        2 months ago

        Hi GRC83 thanks for getting back to us.

        It would appear that you've been liaising with a colleague. We'd ask that you return to that private conversation if you require further assistance.

        Regards

        Lee_R

  • Sabrina_B's avatar
    Sabrina_B
    Icon for Forum Team rankForum Team
    2 months ago

    Hi GRC83 👋.

    Thanks for reaching out to us and welcome to the Community Forums. Sorry to hear that you are having issues with your OTS process, so that we can assist you 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.
     

    Thanks.
     

    Sabrina

  • Sabrina_B's avatar
    Sabrina_B
    Icon for Forum Team rankForum Team
    2 months ago

    Hi GRC83.

    Thanks for joining me in a private conversation regarding OTS, I am glad we could look into this and take the next steps for a resolution. 

    Sabrina

  • GRC83's avatar
    GRC83
    Joining in
    15 days ago

    Hi is anyone available to try snd rectify my issue please ???

    • Akua_A's avatar
      Akua_A
      Icon for Forum Team rankForum Team
      15 days ago

      Hi GRC83. Sorry to see you are still experiencing this issue. We can see that you have recently contacted our team via private messages regarding this. Please remain in contact there and our team will do their best to look into this for you. We hope to resolve this for you soon.