I have been trying to cancel my account since November now but because apparently my new provider hasn't told Virgin, I am still being charged. My new provider has been installed since November, I have spoken via chat and the phone yet I've still got an email today saying they'll be taking money out of my account.
What more can I do?
Did you do this via One Touch Switching? If so you need to chase it up with the new provider.
Unless you use the “one touch” method of doing this you will need to contact VM separately to cancel, as it is not automatic. As VM has their own network, your new provider is not taking over the existing infrastructure that provides the service to your home. Indeed some customers that want a backup service run VM alongside another provider.
Forum TeamHello DanGerard,
Welcome back to the Community and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having with your having with your switch to another provider. If your new provider haven't let us know that you're changing to them we wouldn't know this was happening, so would carry on billing you until you inform us that you wish to leave. As nodrogd we operate on our own network, we don't use the Openreach network that other providers would use to provide services. You would need to get in touch with your new provider to investigate this further but if they cannot help. Please call our team on 150 from a Virgin Media landline or 0345 454 1111 opt 1, 4 and 4 again, this will get you through to our cancellations team, who will be able to help further for you.
Kind Regards,
Steven_L
