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totonumber1's avatar
totonumber1
Joining in
23 days ago
Solved

Previous supplier not notified by Virgin media of switch

Hi all, first post so be gentle.

I have just switched (1st Dec) to Virgin Media from EE for broadband. I joined using the Black Friday Event which included switching credit. I only had a month left on my EE contract but still heard nothing from Vigin or EE after 1st December connection.

Today I contacted EE about returning their equipment to find that Virgin had not informed them of the switch and my account was still active. I have now cancelled the EE account but because I have to give 30 days notice I will be charged another months fees. Who's at fault here please and what can I do about it? Thanks.

  • Steven_L's avatar
    Steven_L
    22 days ago

    Thanks for coming back to us, totonumber1.  I'd be happy to take a further look into this for you; however, I would need to confirm a few details via private message. Please look out for my message, and we can get started.
    Kind Regards,
    Steven_L

5 Replies

  • nodrogd's avatar
    nodrogd
    Very Insightful Person
    23 days ago

    If you have used the One Touch Switch method of changing providers, then VM should handle the closure of the previous providers account:

    https://www.virginmedia.com/the-edit/glossary/what-is-one-touch-switch

    If you have not used the above method, because VM does not "take over" the existing exchange infrastructure that delivers your current Broadband, it is your responsibility to make sure the leaving provider is informed of the change. 

  • totonumber1's avatar
    totonumber1
    Joining in
    23 days ago

    Thanks for the reply- I did use the One touch switch when I applied.

    • newapollo's avatar
      newapollo
      Very Insightful Person
      22 days ago

      How did you place the OTS request? 

      When it was placed you should have received an email/text message from the losing provider (EE in this instance) advising ot any early termination fees or the impact of the switch on any other services you currently receive.  Did you receive this information from EE?

      Did your EE service also include a TV service?

      One of the problems is that the OTS process only covers landline and broadband.  If the customer that's switching also has a TV service with the losing provider then the customer needs to contact the losing provider (EE in this instance if you had a TV service with them) to cancel the TV service.  See  ofcom.org.uk/phones-and-broadband/switching-provider/switching-broadband-provider "

      Switching a bundle

      If you use a bundle of services with a provider, for example home phone and broadband, you will usually follow the process shown in the above link. However, you may need to notify your old provider to cancel other services you are also switching as part of a bundle - particularly if the switch involves cancelling a TV service. Your old provider will give you information on what your options are regarding these services in the switching information they send to you

      The article linked below which shows that daily the daily switch match success rate is currently hovering around 67% – 68% 

       /problems-remain-as-uk-broadband-isps-mark-first-year-of-one-touch-switching.html

      The gaining provider (in this case VM) are responsible for the landline and broadband switch and should be able to see what went wrong. VM should either re-send the "switch complete" message or trigger a manual disconnection with EE.

  • totonumber1's avatar
    totonumber1
    Joining in
    22 days ago

    Hi and thanks for your reply.

    I did receive a text from EE as I was completing the sign up with an estimated cost of leaving my contract a month early.( Broadband only). Then I heard nothing. I asked the installer/engineer on the 1st December re this and he stated that Virgin take care of everything so there was nothing for me to do.

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team
      22 days ago

      Thanks for coming back to us, totonumber1.  I'd be happy to take a further look into this for you; however, I would need to confirm a few details via private message. Please look out for my message, and we can get started.
      Kind Regards,
      Steven_L