One Touch Transfer Issues.
I have been a customer for 28 years but signed up to leave VM in February, with a planned move to Sky on the 11/03/2025. Since then I have experienced the following process. I am wanting to know how to contact someone in the UK other than by post to Sunderland. All phone 'roads' seem to lead to the same call centre with the same 'scripted' answers - they don't seem interested in wanting to solve my problem.
03/02/2025 Email from VM 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 original VM 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 a second complaint form on website but again MyVirginMedia says there is nothing to see.
How do I get my contracted ended from the date the change took place 11/03/2025?