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Customer66's avatar
Customer66
Joining in
31 days ago

Continuing to be charged months after switch

Hello Virgin Media Community - I wonder if you can help

I have just discovered that when Virgin Media took over my broadband service via a switch in February , my previous provider (TalkTalk) has continued to charge me each month despite their service being disconnected since early February

It seems impossible to get any sense out of either TalkTalk or VM’s customer service on even basic account enquires like this.

But I read today that its actually the new suppliers’ responsibility to resolve this as they are responsible for the switch

Can anyone help?

11 Replies

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  • nodrogd's avatar
    nodrogd
    Very Insightful Person
    30 days ago

    If you have specifically used the new "One Touch Switch" service then that carries an obligation on the new provider to terminate the old service. Otherwise, unless you are porting a landline number to VM, you should cancel any Broadband or TV service directly with your old provider, as VM are not "taking over" an existing connection at the Openreach exchange.

    It is quite common for people working from home to run VM alongside another providers Broadband on the Openreach network in case of service issues with either service.

  • Client62's avatar
    Client62
    Alessandro Volta
    30 days ago

    Have Talk Talk terminated all services i.e. it no longer works AND the charges continue ?

    If YES to BOTH points. Cancel the direct debit from your online bank a/c.

    • Customer66's avatar
      Customer66
      Joining in
      30 days ago

      YES talktalk terminated broadband of the day VM service started 

      YES charges have continued for 3 months via DD 

      years ago i had a similar issue with a mobile contract with Vodaphone- i had it in writing that the service was terminated and there would be no further charges. but despite this they continued to charge after the termination. i tried resolving it with their unfit for purpose customer services people - which was useless. so i just cancelled teh DD with my bank. received a dent in my credit rating from Vodaphone which was impossible to get removed as it also required their customer service people to be competent and honest  - which they were not.

      would rather avoid this scenario 

  • Customer66's avatar
    Customer66
    Joining in
    30 days ago

    hi 

    thanks for your response,

    i believe this is the default switching method since september 2024 -

    in my case the broadband from my previous provider was switched off on the day the VM service becamer active 

    this can only have been ordered by VM - as i had no contact with the old provider at this point 

    how can i verify this ?

    • Tom_W1's avatar
      Tom_W1
      Icon for Forum Team rankForum Team
      28 days ago

      Hi Customer66 thanks for posting although we're sorry to hear of the concerns you've raised here.

      Mentioning that your old provider is continuing to charge you, we'd expect the broadband to remain active in this case but you seem to have confirmed the broadband no longer works, meaning the disconnection occurred from our One Touch Switch.

      What have your old provider has said the charges are for, given the services are no longer active?

      Many thanks

      • Customer66's avatar
        Customer66
        Joining in
        28 days ago

        Hi Tom

        thanks for your reply - 

        actually, i have had no further communication with them as they have been entirely dishonest and impossible to deal with, impossible to get answers to basic questions, impossible to escalate issues that need solutions, deliberate blocking tactics to prevent customers rightfully escalating unresolved issues  etc etc  

        as a result  - there is a case ongoing via CISA which has found in my favour - but this issue of continuing to be charged is still not resolved. 

        to be clear - talktalk were fully aware it was a switch - not an additional line - as this was discussed in at least half a dozen emails and online chats. 

        if VM can confirm they gave the instruction to disconnect/switch that would be very helpful to clarify things. 

        kind regards