Forum Discussion

Pomegranate21's avatar
Pomegranate21
Joining in
2 months ago

One touch switch nightmare

Unfortunately having been a loyal VM customer for years they couldn't offer me a good deal on renewal so signed up with Sky. Sky broadband up and running for a week now but they are having trouble porting my landline over from VM, therefore unable to trigger the "one touch switch" to disconnect my VM service. So now I'm paying for both Sky and VM simultaneously with no end in sight!!!

Any advice please on what to do? Shall I give my 30 day cancellation notice to VM instead? I don't care about keeping my landline number but i wasn't given an option when I switched

  • Pomegranate21's avatar
    Pomegranate21
    Joining in
    2 months ago

    Unfortunately having been a loyal VM customer for years they couldn't offer me a good deal on renewal so signed up with Sky. Sky broadband up and running for a week now but they are having trouble porting my landline over from VM, therefore unable to trigger the "one touch switch" to disconnect my VM service. So now I'm paying for both Sky and VM simultaneously with no end in sight!!!

    Any advice please on what to do? Shall I give my 30 day cancellation notice to VM instead? I don't care about keeping my landline number but i wasn't given an option when I switched. 

    • John_GS's avatar
      John_GS
      Forum Team
      2 months ago

      Hi Pomegranate21 

      Thanks for posting and welcome to the community. Sorry to hear you're having an issue with the OTS.

      I'll send you a PM now to assist further.

  • HavencroftKev's avatar
    HavencroftKev
    Rising star
    2 months ago

    Interesting you say this, I too am about to switch to Sky.

    I'd agreed a contract with Sky only to get an email from them saying my broadband order had been cancelled.

    I called Sky to enquire about the problem and it came down to the fact that Virgin Media had refused to allow my number to be ported. 

    Simple solution was to not bring my current number with me, but that situation really summed up Virgin Media in a nut shell!! 

  • HavencroftKev's avatar
    HavencroftKev
    Rising star
    2 months ago

    As a solution give Sky a call and talk to them in person. They should be able to commence the one touch switch for you and start the procedure rolling with a new number. 

     

    • Pomegranate21's avatar
      Pomegranate21
      Joining in
      2 months ago

      I really wish I was given the option of not porting our landline over in the first place but i wasn't! The landline is not important to me but it is what's holding up the completion in the first place.

       

      I did ask Sky whether I could choose not to retain my number but they said as the order was already pending they had to go through with it! I'm thinking of calling today to cancel as I'm still within my cooling off period and ask if I could set up a new order without transferring the landline. But tbh this whole experience has put me off completely. May just cancel both sky and VM, use mobile broadband in the interim and start afresh with a new provider! 

      • HavencroftKev's avatar
        HavencroftKev
        Rising star
        2 months ago

        I imagine if you call Sky are cancel you'd be surprised at how helpful they'd be. 

         

  • nodrogd's avatar
    nodrogd
    Very Insightful Person
    2 months ago

    Multiple Threads merged - Please do not create multiple threads with the same issue. It causes confusion, & will not get the problem fixed any quicker.

    Thanks

  • wirelesstse's avatar
    wirelesstse
    Joining in
    2 months ago

    I am going through a similar situation with OTS my new provider has sent confirmation of switch but Virgin denies it. They one more week until I go to the ombudsman. Raised a complaint about it on the 20th november but still no response

    • Carley_S's avatar
      Carley_S
      Forum Team
      2 months ago

      Hi wirelesstse 

      Welcome to the community forums. 

      Sorry to hear that the OTS process hasn't been smooth for you. 

      There are some certain criteria involved in the OTS process such as names and details matching on both the gaining provider and losing providers side. If this hasn't been met then the gaining provider should contact you or be aware that the process has failed and provide further assistance. Have you been back in touch with them to see if there's any further update as to why this has not been completed? 

       

      • wirelesstse's avatar
        wirelesstse
        Joining in
        2 months ago

        Hi Carley_S,

        I have contacted the new provider twice and they have confirmed via email the exact time and date Virgin acknowledged the transfer complete message. Unfortunately I cannot speak to anyone at virgin over the phone as when I ring the automated service tells me to go online to pay and then hangs up on me. 

        >>Thank you for contacting us.
        >>As explained we have sent the OTS (one touch switch) sent to your previous provider on the 17th Oct 2024 at 12:15 PM
        >>This was then received by them on the 17th Oct 2024 at 12:15 PM.