Forum Discussion

billingdans's avatar
billingdans
Just joined
4 hours ago

Switching to Virgin from BT.

Sorry if this is the wrong place for this but I'm pretty desperate for an answer and given that it's New Years everyone's customer service lines are already closed.

Okay. I'll keep it short.

We switched from BT to Virgin Media about a month ago. At the time of signing I was told that VM would handle all of the switching stuff, including informing BT that we'd be leaving (and thus cancelling our contract). 

I got some emails from BT asking for us to stay, including one informing us of our exit-price and that they and VM would be in contact with one another to manage our switch and that they'd be in contact with us regarding our final bill and. However since then I've heard nothing and today I was issued with a £40 bill for the month of December. Now I wouldn't mind this as I had at first figured it was a final-bill, but I don't believe it is. My account also states that my next bill will be due on the 1st of Feb. Two months after I believe BT were informed of our switch. 

Our actual term is up as of today, but I'm under the impression we'll be switching over to a rolling contract or something similar. 

So yeah. What do I do in this instance? I'll be contacting BT at the first chance I get (probably tomorrow evening) but I'm a little confused as to what went wrong here, if anything?

Thank you and sorry for not keeping it short. 

Bt
switch

1 Reply

  • goslow's avatar
    goslow
    Alessandro Volta
    3 hours ago

    Did you use the one touch switch process? Parts of your description sound like you did (receiving the end of contract info from BT).

    The OTS process though would normally involve the gaining provider (VM) leading the process and the activation of VM would cancel BT on the same day.

    We have seen quite a few topics on here where OTS has not worked as planned both going to and from VM.

    When were you expecting BT to go off? Did VM install ahead of the expected switch date?

    If your minimum term with BT was not completed before moving to VM, was BT not going to charge you early disconnection fees?

    A VM person will reply to your topic, usually within a few days, and may offer to look into it for you.