Forum Discussion

Jacek1's avatar
Jacek1
Just joined
21 days 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

4 Replies

  • goslow's avatar
    goslow
    Alessandro Volta
    21 days 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.

  • Alex_RM's avatar
    Alex_RM
    Forum Team (Retired)
    21 days ago

    Hi Jacek1,

    Thanks for posting, and welcome to our community 😊

    Very sorry to hear there's been some confusion over your One Touch Switch. So I can get a few more details from you, I've popped you over a private message.

    Alex_Rm

  • newapollo's avatar
    newapollo
    Very Insightful Person
    21 days ago

    Did you follow the One Touch Switch process with VM by following the process described below?

    https://www.virginmedia.com/broadband/switch

    It’s quick and easy to switch broadband providers and move to Virgin Media. There’s no need to tell your current provider or give them 30 days’ notice, and you can switch at any time to one of our best broadband deals though if you do so before your minimum term is up, you might be charged fees.

    Simply choose your prefered bundle across all our broadband, tv and phone deals. Once chosen, you can start your broadband switch, firstly just check if you're eligible using our postcode checker. Then you’ll be asked to give us some details, including your current broadband provider, surname, address, account number and the services you want to switch. We’ll use these to find your account with your current provider. If we can’t do this, you’ll need to contact your current provider to check your details or disconnect from them yourself.

    Your current provider will send you some important info, including details of any early disconnection fees, which you should read before you agree to switch broadband providers.

    Did  BT also provide you with a TV service? If so please see below for further info which also details who is responsible if a broadband and landline only switch goes wrong.

    ManageAccountCable/switching-from-another provider using OTS