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Paul-LFC's avatar
Paul-LFC
Joining in
4 days ago

Joined VM - old broadband provider (Now) saying switch is still in progress

Hi all,

I joined Virgin Media recently, and the service was installed on April 16th. When I ordered the VM package, I received an email from my then broadband provider (Now Broadband) saying that Virgin Media had notified them that I was switching, and that Now broadband would be disconnected on the 16th.

The Virgin Media installation went well, however I never received any communication from Now on the 16th to say that their broadband had disconnected.

Fast forward to today, and the Now broadband is still live. I phoned Now to cancel,  and was told that it's still showing as "switch in progress" on their systems, so they can't cancel my broadband with them.

How do I resolve this? Presumably Virgin Media have to inform Now that the switch is completed? How can I ensure that this gets done so that I don't continue to be billed by Now?

Broadband
now broadband
OTS
switch in progress

4 Replies

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  • Paul-LFC's avatar
    Paul-LFC
    Joining in
    4 days ago

    Thanks for the reply. I'm not porting a landline as I never use it, so it wasn't included in my VM package.

    I signed up with VM online, and as soon as the order went through, I had an email and text from Now saying they'd been notified I was moving to VM. They also had the date of my VM install as the date their broadband was supposed to end. So this must have been something VM did automatically as part of the checkout process.

    • Carley_S's avatar
      Carley_S
      Icon for Forum Team rankForum Team
      17 hours ago

      Hi Paul-LFC 

      Welcome to the Community Forums. 

      Sorry to hear of your concerns with One Touch Switch not fully completing and disconnecting your old provider's services. 

      If you're fully installed with your Virgin Media service, then there has been an error in the switch somewhere. Our apologies. One Touch Switch is a 'middleman' between the gaining and losing providers who communicate between the two companies. We recommend, at this stage, reaching out to Now Broadband and informing them that your switch has been fully completed and you need to cancel your services, backdating this to the 16th April 2025, when you say the switch was arranged for. 

      At this stage, we cannot cancel your Now Broadband services on our side. Once this has been done, please come back to us here if you've had any further issues regarding this. 

      • Paul-LFC's avatar
        Paul-LFC
        Joining in
        16 hours ago

        Thanks Carley.

        I originally spoke to Now Broadband and they advised that their system indicated the switch was still in progress (which it isn't), and they couldn't cancel the service. So this is where I'm stuck.

        I spoke to Virgin Media on the phone a couple of days ago, not long after I initially posted here, and was told that a manager would look into this and speak to Now Broadband - although I haven't had any updates since, so I don't know whether this has progressed.

        Just to confirm, if I speak to Now again and manage to get their service cancelled, this won't affect my Virgin Media services in any way, since there appears to be some sort of bug with the switch?

        I want to make sure that my Virgin Media services wouldn't be cancelled or stopped due to this issue if my previous broadband provider makes changes to a supposedly "in progress" switch?

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

    Are you porting a landline number to VM? If not then NOW should be able to terminate your Broadband service.

    VM uses different infrastructure to anything coming in via Openreach & the local telephone exchange, so VM do not take over an existing line that would normally cause termination of the service. Indeed, some customers run both in parallel as a backup solution.