Forum Discussion

billycraig's avatar
billycraig
Joining in
28 days ago

Provider Switch Has Not Happened.

I joined virgin on the 3rd December 2024 and switched from EE. The switch was to be handled by Virgin but I'm still being billed and while EE's site isn't easy to navigate, it doesn't look like Virgin have done as they promised and I'm now paying for two lots of Broadband.

Any advice on how to deal with this would be appreciated as it doesn't seem easy to get in touch with anyone. Haven't got time to sit waiting on a call due to work and had hoped they'd have a chat facility.

Thanks

  • billycraig's avatar
    billycraig
    Joining in
    28 days ago

    To add to that, I've just managed to contact EE and they have no details of a switch being initiated. I've cancelled but have yet another bill to pay. Not a great start to being a Virgin Customer.

    • Tom_W1's avatar
      Tom_W1
      Forum Team
      28 days ago

      Hi billycraig thanks for posting although we're sorry to hear of the concerns you've raised regarding the One Touch Switch service.

      Can you advise please, in how you actioned the switch from EE to us? Did you go through EE to confirm this or speak to our Sales Team directly?

      Many thanks

      • billycraig's avatar
        billycraig
        Joining in
        28 days ago

        Initially someone knocked at my door and explained the service and that you'd handle the switch, by the time I'd checked which of my two providers (EE and Sky) were out of contract already I'd lost the card. I cancelled my sky account and used this switch provider page on your site when signing up online as a customer. I was supposed to get 3 months free (technically I have, but I've continued paying for the provider I haven't used since December. January I just assumed it was my last bill, Feb I assumed it must have been part way throug

  • billycraig's avatar
    billycraig
    Joining in
    28 days ago

    Sorry, linked the page in the above reply and it wouldn't allow it. Initially someone knocked at my door and explained the service and that you'd handle the switch, by the time I'd checked which of my two providers (EE and Sky) were out of contract already I'd lost the card. I cancelled my sky account and used this 

    page when signing up online as a customer. I was supposed to get 3 months free (technically I have, but I've continued paying for the provider I haven't used since December. January I just assumed it was my last bill, Feb I assumed it must have been part way through a month and I was unlucky. Received a third bill now and contacted EE to find out why I'm still being charged. Cancelling now adds another 14 days worth of charges. Its not turning out to be the deal I was told.

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

    If you have not used the new “one touch” switching service, you will need to cancel the Broadband from the provider you are leaving yourself UNLESS you are porting a landline number to Virgin. The automatic cancellation is based on shared networks like Openreach, where the new provider takes over the same infrastructure to supply your Broadband. This is not the case with Virgin, as you can (& some people do) run two Broadband services in the same property for resilience purposes (working from home etc).