Forum Discussion

Jacek1's avatar
Jacek1
Just joined
3 hours ago

Virgin did not inform BT of cancellation

I just had to manually cancel my old service with BT because Virgin did not confirm that the switch had been completed. So, I've already paid 3  bills to BT even though I'm now with Virgin. I switch to VM on 14th September 2025 I thought they were part of the One Touch Switch and didn't have to do anything

Spoke with BT even they where surprised that nothing had be sent to them about the switch.

I tried calling but I keep getting a bot that did not help whatsover.

account
cancellation
Switching issue

2 Replies

  • goslow's avatar
    goslow
    Alessandro Volta
    2 hours ago

    There are regular complaints on here about OTS not working properly (both joining and leaving VM). It is a process which still has a few issues to resolve.

    VM's web page on OTS is here

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

    If you were in the OTS process, your previous supplier should have sent you disconnection info (inc things like final payment info etc.). Did you get that from BT?

    If the OTS process fails, then I believe there should be compensation due. VM is responsible for handling the changeover but the two suppliers may need to decide between them where the failure happened (naturally they are likely just to blame each other).

    You will probably need to submit a formal complaint to VM which will allow you to escalate the matter to the ombudsman if OTS has failed in your switchover and cost you extra.

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