One Touch Switch Nightmare

Hi

im having the same issue. Sky have postponed my install date for fibre so still require broadband from Virgin.The issue is that Virgin are charging me £130 for the full package even tho i have sent back my TV boxes and they have acknowledged receipt of them ???They have said it is because Sky haven’t informed them of a cut off date ??? Has anyone else had this weird experience.

The more of these OTS stories I read here, the more I would suggest people do the cancellations manually.  The twice I've left VM to other ISPs, I've just cancelled via Recorded Delivery letter without any problems.  That said, I'm only using Broadband, so no TV or phone to move.

Hi shonawri 

Welcome to the Community Forums. 

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

All the power and requests must be made by the gaining provider. The losing provider in this instance, wouldn't be able to action a disconnection until either the gaining provider acknowledges a successful installation which triggers the disconnection from the losing provider or a manually 30-day disconnection request is made. If you have a number port request this can take a few days longer as both landline services must be active for a number port to be successful and the exchange to transfer 999 details. 

If we've not received the trigger from the gaining provider through OTS to action the disconnection, it cannot be disconnection through OTS, therefore, a manual 30-day disconnection request would need to be processed instead. 

We appreciate the concerns that this raises, but the losing provider has no power in the switching process once OTS has been established. This must come from the gaining provider. 

Out of curiosity, who is your gaining provider so we may feed this back internally? 

I have had a somewhat similar problem as follows:

03/02/2025 Email from Virginmedia saying you had been contacted about my move to Sky - broadband and phone happening on 11/03/2025. VM switching reference is 7241743366. Also said there would be an early disconnection fee to end of my contract on 14/06/2025.

11/03/2025 Sky engineer setup by Sky broadband and my phone number moved from Virgin to Sky. Rings when connected to Sky router but not when in Virgin media socket.

Couple days later logged into MyVirginMedia to check what my final bill would be as I had made another payment since VM were initially informed and Sky were going to pay me £100 towards my termination fees. According to my account details nothing had changed. In fact my next bill was going to be more as my prices had gone up.

18/03/2025 Rang VM’s ‘off shored’ call centre to find out what my termination fees would be so I can pay them. However, I was told that the work had not been completed so I was still a customer. I explained that the work was complete and my number had been transferred to Sky only to again be told your computer system said it was not complete, my number had not been ‘ported’ and there was nothing they could do. They couldn’t manually intervene to complete the process and would not accept that something had gone wrong somewhere as I was saying the work including the phone transfer was done. I was told to contact Sky and get them to complete the work! Asked to speak to a supervisor and had exactly the same conversation. It was like they were reading from a script and incapable of independent thought.

18/03/2025 Rang Sky to be told everything had been done at their end (hence the phone working) and further they had on multiple occasions had problems relating to the ‘one touch process’ when working with VM. Suggested I contact Virgin media again

18/03/2025 Rang VM’s call centre again, explained the situation again, and got the same ‘scripted’ answers. Only difference, was I was told I could notify them that I was cancelling my contract by giving 30 days notice and it would be stopped from the middle of April with appropriate termination fees. I said no that wasn’t happening as it would affect the payment I could claim back from Sky – I wanted my contract ending on 11/03/2025 as VM’s email of 03/02/2025 stated. I was again told this couldn’t happen until Sky completed the work.

18/03/2025 Filled in VM complaint form but can’t track it in MyVirginmedia as it says there is nothing to see.

21/03/2025 Completed second complaint - again can't track as nothing to see!

As far as I can see you can either contact their call centre or fill in complaint form - neither of which gets you anywhere. Does anyone know of any other way of contacting anyone from VM in this country?

I have had the same problem as follows:

03/02/2025 Email from Virginmedia saying you had been contacted about my move to Sky - broadband and phone happening on 11/03/2025. VM switching reference is 7241743366. Also said there would be an early disconnection fee to end of my contract on 14/06/2025.

11/03/2025 Sky engineer setup by Sky broadband and my phone number moved from Virgin to Sky. Rings when connected to Sky router but not when in Virgin media socket.

Couple days later logged into MyVirginMedia to check what my final bill would be as I had made another payment since VM were initially informed and Sky were going to pay me £100 towards my termination fees. According to my account details nothing had changed. In fact my next bill was going to be more as my prices had gone up.

18/03/2025 Rang VM’s ‘off shored’ call centre to find out what my termination fees would be so I can pay them. However, I was told that the work had not been completed so I was still a customer. I explained that the work was complete and my number had been transferred to Sky only to again be told your computer system said it was not complete, my number had not been ‘ported’ and there was nothing they could do. They couldn’t manually intervene to complete the process and would not accept that something had gone wrong somewhere as I was saying the work including the phone transfer was done. I was told to contact Sky and get them to complete the work! Asked to speak to a supervisor and had exactly the same conversation. It was like they were reading from a script and incapable of independent thought.

18/03/2025 Rang Sky to be told everything had been done at their end (hence the phone working) and further they had on multiple occasions had problems relating to the ‘one touch process’ when working with VM. Suggested I contact Virgin media again

18/03/2025 Rang VM’s call centre again, explained the situation again, and got the same ‘scripted’ answers. Only difference, was I was told I could notify them that I was cancelling my contract by giving 30 days notice and it would be stopped from the middle of April with appropriate termination fees. I said no that wasn’t happening as it would affect the payment I could claim back from Sky – I wanted my contract ending on 11/03/2025 as VM’s email of 03/02/2025 stated. I was again told this couldn’t happen until Sky completed the work.

18/03/2025 Filled in VM complaint form but can’t track it in MyVirginmedia as it says there is nothing to see.

21/03/2025 Completed this second complaint

Is there no other way of contacting someone in the Uk at VMN other than by post to Sunderland?

I have added my experience to this thread twice and both times it appears to have disappeared. Why?

My two attempts are now both visible. My latest update is that although my phone now only works when connected to my Sky router and not its original Virgin Media socket, which they still tell me is impossible as the number has not yet been 'ported' from VM to Sky, my account in MyVirginMedia now shows I only have broadband as a service - no phone - so if the phone has moved in one system why can't the broadband be stopped and how can their 'one touch' system be right when it continues to say the number has not been 'ported' and still belongs to VM? Am going to try the contact centre again, and then right to both the address in Sunderland for written complaints and OFCOM - but again don't expect anything from either.