Forum Discussion

Bubbabear's avatar
Bubbabear
Joining in
21 days ago

Switched providers - still being charged

New here so don’t know if this is correct 

I switched to Sky 17th Feb when my contract expired with Virgin,by the one switch thing.I informed Virgin of my intentions 30days prior and was told if they put the cancellation in then I would loose my land line number but with this one switch system not to worry I don’t need to do anything.The switch went ahead seamlessly on the 17th.I received an e mail yesterday from virgin telling me I owed them £140.00.After spending 3hrs on the phone today Virgin telling me that sky haven’t informed  them.Onto sky they tell me they have done everything by the book.Back to Virgin who basically told me tough nothing to do with us it’s sky's fault it happens all the time all the calls I get of this nature it’s always sky,so sort it out yourself.Great customer care.I am not sure which way to turn because I’ve done everything I was supposed to and  Virgin don’t want to know.

 

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    20 days ago

    Did you get the phone number port successfully?  If so, then VM must have transferred the number, and therefore were aware of the switch?  Just a thought.

    As for the cancellation, and it's water under the bridge now, but it would have been best to do this via a Recorded Delivery letter.  Old fashioned yes, but at least it's proof.

    Also VM keep charging until the actual disconnection of the services.  So, there is usually an overlap.  The balance will be advised by VM with a final bill.

    • Bubbabear's avatar
      Bubbabear
      Joining in
      20 days ago

      Yes the number ported fine on that morning.Ihad called Virgin 30days before the end of my contract and to if they registered the cancellation then I would lose my landline number but not to worry because this one switch operation would take care of everything.The only thing I did wrong was trust Virgin to do their job.I should have called on the day of the switch to verify.

      • Sabrina_B's avatar
        Sabrina_B
        Forum Team
        19 days ago

        Hi Bubbabear 👋.

        Thanks for reaching out to us and welcome to the Community Forums, sorry to hear you have had issues regarding a One Touch Switch process. As you know any changes of providers using the One Touch Switch process as no human interaction it is a automated service that is based on input from the customer, ie which services that they are taking with their old and new provider as well as any date changes should there be a delay in installation.

        If the customer had a number of services, for example 3, phone, media & broadband, and they choose to leave and take media and broadband to their new provider their phoneline will remain active as that has not be taken as part of the One Touch Switch process unless the customer advises otherwise to give notice of termination or porting of this service. 

        So that we can look into this further we would need to bring you in for a private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
         

        Thanks.
         

        Sabrina

  • Kath_P's avatar
    Kath_P
    Forum Team
    20 days ago

    Hi Bubbabear, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear your switch didn't go as smoothly as you were expecting. When a One Touch Switch (OTS) order is raised, we're not able to control this in anyway as the losing provider. This is because OTS was designed so you wouldn't need to speak to the provider you're leaving at all, should you not wish too. The process is designed so that as a customer, you don't have to have any contact with the provider you're leaving however it does also mean that the gaining provider, in this case Sky, needs to provide the relevant and correct information.

    As we're unable to over ride any dates given to us via OTS, I would go back to Sky and ask them to investigate. 

    I know this won't be the news you're hoping for and we can only apologise once again.

    Many thanks, 

    • Bubbabear's avatar
      Bubbabear
      Joining in
      20 days ago

      I’ve been back to sky twice and they reassure me they have done all they are supposed to do,as far as I am concerned this is verified by the fact that my landline number became active that morning.As I see it this is down to Virgin.As you are probably aware Virgin are under investigation by Ofcom. This is from Ofcom.Ofcom has today opened an investigation into Virgin Media following complaints from customers that the company is making it difficult for them to cancel their services. This was first published on 13th July 23 and updated 5th Jan 25. So I’m sure you will understand my lack of trust inVirgin.is it any wonder people are leaving Virgin in droves

      Virgin Media has lost 13600 broadband customers and 4.1% in revenue in Q2 in a poor set of quarterly results for the struggling company. Which? Has also just tagged Virgin Media the worst telecoms provider of 2024.