One Touch Switch Issues
I too have been a loyal VM customer at my present address (and before) for over 7 years, but I could not get a better deal so I switched over to Sky broadband. They were keen to get me up and running and gave me a good deal for the broadband and landline, which I needed. I also opted to keep my phone number that virgin had provided me. My install date was brought forward and I agreed for the services to commence on 6th May.
As expected the engineers turned up within the timeframe, completed the wiring and tested the broadband and landline, which only took about 30 minutes to port over, both incoming and outgoing calls were working with my old number.
I was expecting an email from VM, or some sort of comms, because to this date I actually never received anything, which got me thinking something must have gone wrong.
I spoke to Sky and they told me they did everything as normal including a timeline of events and the fact that they received a validation code form VM. I should have got a response form VM at the time they validated it on 2nd April, but I did not get anything, email or text.
I spoke to VM and they said they never received an OTS from SKY and that SKY were to blame because they have to handle everything in the switch process, if they didn't send through the OTS then VM cant do anything.
I cannot understand where the breakdown is? They are both blaming each other and I cannot get this through to either of them.
I was eventually told by VM that my services are due to disconnect on the 15th May, which doesn't make sense, because if my landline number ported on 6th the broadband should end also on the next day.
Anyway, the issue I have is that I never received any comms from VM about me being switched over so I don't know my final bill or my ETC. I was also told different stories about how ETC's are calculated and I am at a loss what my final bill is going to be!
The problem with OTS is that the two providers blame each other and I don't know what to do? Who's fault is it exactly if the switch doesn't get sent to the old provider, or the new provider insists its been sent but they have no way of telling me to prove they sent it?
I'll be paying an extra two weeks of broadband with VM, and I've just been quoted an inflated ETC.
I wasn't happy with this, I opened up a complaint with VM, but it was an open and closed complaint, which is useless to me. I then opened up another complaint but there's no progress on it.
Where do we as the customer stand when things go wrong with OTS, surely there has to be some recourse so we know who's system failed?