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WendyRosemary's avatar
WendyRosemary
Joining in
5 days ago

Switchover problems - Need help

A couple of months ago I decided to switch over from TalkTalk to Virgin Media. I was told that Virgin Media would handle everything and I did not need to do anything to notify TalkTalk of the switch.

I have come to find that my TalkTalk has been left running due to an error. Neither TalkTalk or Virgin Media informed me that the switch hadn’t gone through properly.

TalkTalk are saying that I now need to give them 30 days notice to cancel. When they were informed of the switch around the 14th of October. I know this because they called me to ask why I was leaving.

I don’t understand what has gone wrong. I have been unable to successfully communicate via Live Chat. I can’t afford the extra cost that I will have to pay for a mistake that was made between Virgin Media and TalkTalk.

Please help.

Help
installation
new customer

2 Replies

  • Sabrina_B's avatar
    Sabrina_B
    Icon for Forum Team rankForum Team
    20 hours ago

    Hi WendyRosemary & SwedishViking2 👋.

    Thanks for reaching out to us and welcome to the Community Forums, sorry to hear of the issues you are having with your OTS. So that we can advise and assist where needed we would need to bring you both in for a private but separate message, please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.

     

    Thanks.

     

    Sabrina

  • SwedishViking2's avatar
    SwedishViking2
    Joining in
    4 days ago

    I had a problem with getting transferred because Virgin Media did not port my service from Talk Talk on multiple occassions and it took them several months to get it right. You have a promise from Virgin Media for a Service they did not deliver, they are in breach of your agreement especially if made in writing. 

    You need to ask to speak to someone more senior as they should pay for all costs incurred because of their  failure to perform as promised.  I believe the work to a scripted response and it is missing the ability to incur costs at the 1st line operator level.

    Live chat has worked fine for me although it is so slow as I believe they are dealing with multiple customers at the same time. Try to get your complaint escalated to their 2nd line or higher, you get better attention that way 

    You may have to write a letter to their CEO and hopefully Citizen Advice will be able to assist with the needed verbiage.