Urgent: Issue with switching providers
Hello,
I switched from TalkTalk to Virgin Media last week, but the switch order from VM is still showing as pending.
What TalkTalk told me:
- They cannot disconnect my account until the VM switch order is cancelled.
- According to them, the switch order was placed on 1/9/2025 by Virgin Media, and my services would have been disconnected with TT on 16/9/2025. However, a cancellation was also placed on the same date (16/9/2025 @ 13:26), and my services would have been disconnected on 17/9/2025.
- They gave me the switch order reference number (REMOVED) so that VM can check and cancel it if needed.
- They also said: "Because what they did is create a new account for you rather than taking from us. Which left your services active with us."
What Virgin Media agents told me:
- One agent said the problem is that I didn’t choose the One Time Switch (OTS), and that I need to cancel my current service and re-order through OTS.
- Another agent said I just need to wait until the disconnection is complete, and then I’ll be able to add a landline service.
- I explicitly asked one of the agents twice to check the switch order reference number, but the answers I received were off-topic and didn’t address my question.
I’m completely stuck between two providers, getting conflicting answers, and I urgently need this resolved before I leave for holiday on the 29th.
Could someone please advise me on the correct steps to take?
Thank you in advance.
[mod - personal information removed]
