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cezanner's avatar
cezanner
Joining in
16 days ago

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?

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  • goslow's avatar
    goslow
    Alessandro Volta
    16 days ago

    AIUI it is the gaining provider who is responsible for dealing with all aspects of the switch. I wonder if Sky bringing forward the installation date is a factor in the story.

    If your switch date was outside your minimum term period with VM then you should not have to pay any EDF.

    VM is supposed to notify you of any leaving costs associated with your switch based on the info it receives from Sky. You should get this info from VM to help you decide whether to switch or not. If you had a TV service from VM, that seems to be a bit of grey area which you may have to cancel yourself (see below)

    https://www.ofcom.org.uk/phones-and-broadband/switching-provider/switching-broadband-provider

    If VM has failed to cancel correctly (and assuming that Sky has actually completed the correct processes) you can escalate to the ombudsman as below

    https://www.commsombudsman.org/our-process

    We have seen various topics on here where customers have reported that VM has failed to cancel correctly but OTS is a 'new' process and still seems to have some glitches that need ironing out for some customers.

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    16 days ago

    Hi cazanner, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear your switch has not gone as smoothly as it should have been. When a One Touch Switch (OTS) order is raised, we're not able to control this in anyway as the losing provider. This is because the process is designed so that as a customer, you don't have to have any contact with the provider you're leaving however it does also mean that the gaining provider, in this case Sky, needs to follow the correct process and provide the relevant and correct information.

    Once a OTS order has been raised, you'd automatically receive an email from us advising of the switch to Sky as well as information on any early termination fees and also equipment return details and final bill estimated costs.

    As you've mentioned you never received anything from us, it sounds as though Sky have not raised a OTS on their end and instead have just ported your telephone number over to them. In these cases, your services wouldn't cancel. These would remain active and you would continue to be billed for TV and Broadband services. I would go back to Sky and ask them to investigate further. They may be able to offer some help and also provide a refund for any extra charges you've had due to them not raising the order.

    In terms of any early termination fees, you can read more about these, including how they're calculated here. 

    I know this won't be the news you're hoping for and we can only apologise once again.

    Many thanks,