How to arrange transfer of service from present provider

VM are doing exactly the right thing.

With the switching service the ball starts rolling as soon as you click on the order button which you must have done in order for VM to have commenced the process and contact Onestream.

To unravel the mess you'll have to cancel the VM order and tell Onestream you wish to stay with them, hopefully they'll put you back on your original contract.

Now you know the process starts immediately if you wish to change to any other ISP don't start the process until you are in the fee-free leaving window with Onestream.

Are you sure the switch is actually taking place?

When I entered my info into IDNET when querying the switch, I was sent an email from VM advising of the early disconnect cost, however, nothing actually happens unless you commit.

I have just seen a message from virgin sent to my Phone which says that to complete my order I have to approve documents called CSS and CIS.

so that suggests that I don't have a completed order yet.

But at the same time there is another message saying that that yodel will be delivering the router.

Is the way to resolve this to simply wait out to the end of the contract with onestream and then don't plug in the modem or approve the documents until the day after the onestream contract ends? 

it seems bizarre that there appears to be no way to contact virgin to tell them the date on which I wish to switch.

can someone please tell me how do I contact virgin to cancel this order thank you

If virgin look at this website please could you contact me to help me

I understand that I have a 14 day cooling off period but I have no idea how I contact virgin to exercise that right

how can the order be complete when I have not approved the request Virgin sent me which says approval required -  to complete your order you must approve the below CSS and CIS documents? 

It seems to me that virgin have got it wrong by sending a router to me before they've received final approval?

Hi RobertRuse,

Something doesn't look right from a monetary viewpoint regarding the onestream £241 charge for switching in the information you've provided so far, unless of course it's due to additional charges shown in their residential price guide.

"I believe that it is clearly the case that I contracted with virgin to contact my existing supplier and arrange a smooth penalty free switch when my existing contract ends in three weeks."

Meanwhile onestream have emailed me to say they have heard from virgin and they're going to charge me £241 for switching. Even though I haven't given consent to virgin for switching yet and have already paid for onestream up to the contract end date.

If you've already paid onesteam up to the contract end date then there shouldn't be a £241 charge for switching. Also that amount seems very hefty for 3 weeks service. How much per month are you actually paying onesteam?

From what I can see om onestreams website their dearest broadband package is the Hyperstream Full Fibre 1000 tier priced at £33 a month on a 12 month contract or £31 per month with a 24 month contract.  If you're paying £33 a month with them then that would suggest you are having to pay just over 7 months early termination fees.  If you are paying them £31 a month then that would suggest you are having to pay just under 8 months early termination fees.

There is also a landline service costing £22.50 per month and even taking that additional charge into account should you also take that service would mean around 4 months early termination charges. That doesn't include any addtional call plans such as International plans etc, or any add ons such as anti virus protection

The out of contract charge for the Hyperstream Full Fibre 1000 tier is priced at £59.95 a month so that wouldn't equate to £241.

Looking at their https://onestream.co.uk/documents/residential-price-guide.pdf page  though there are substantial charges due when ending a contract, such as "You didn’t pay an activation fee when joining which means £99.00 is added as well as a charge for your Superstream router of
£125.00, making your total early termination fee is £292.00".

Thank you for suggesting a  phone number but I do not have a virgin media phone and the  0345 454 1111 number only works for customers with an account number which I do not have. 

The only number I have is an order number.

When I try to contact them via chat I just get a bot and the chat does not work as the first message that you put in gets stuck in the input box and cannot be deleted. 

Thank you to all those who have provided helpful answers.

I received an account number by email today. I was therefore able to speak to someone on the telephone. They were particularly unhelpful, which firmed up my resolution to cancel the virgin contract.

The person that I spoke to on the phone assured me that the contract has now been cancelled.

The online Web complaint form on the virgin website does not work as it does not permit you to enter your name address or account number. I have raised this failing with the comms ombudsman.

Apart from the various service failings on the part of virgin, another deciding factor in cancelling the contract is the vulnerability of the outside connection box to vandalism. The box which I previously thought was a skybox but I now believe is a virgin box was vandalised a couple of weeks ago. Clearly it is not virgin's fault it is the fault of whoever is doing this. But it appears from other postings here to be a common practice and I cannot risk losing service. So I am stuck with the option of services that use a partial connection with a telephone wire for the time being.