Forum Discussion

MS666's avatar
MS666
Just joined
2 months ago

Switchover problems from talk talk

Transferred over from Talk Talk on 10th Virgin handled the swapover. Checked with talk talk to be sure everything cancelled turns out they are still billing me. They say the switch shows pending and I need to get Virgin to cancel the switchover. Also the order won't complete on their end as Virgin media did not take over TalkTalk services they have installed a new line and Virgin are aware of this and as virgin did not take over the services as they were supposed to I will not be credited for the time they are still charging me. How do I get this fixed and even better someone got an email for the right department at Virgin? I cannot get past the bot on the chat box. 

  • unisoft's avatar
    unisoft
    Knows their stuff
    2 months ago

    If you used the one touch switch system, a form member of staff will discuss and sort with you. You will probably need to contact talktalk to do a new cancellation but explain that VM were supposed to send the termination request and it hasn't happened. Don't do this until after speaking to forum staff on here though. Talk talk should then process a cancellation for the next day and not take any more notice period charges because OTS had failed and not fault of the customer.

    If you had got an email or SMS from talktalk whilst you were completing the VM checkout, something along the lines of 'we heard you are leaving us' then this helps prove to talk talk they they were aware of phase1 of the switch, just VM never did the termination signalling phase of OTS.

  • Sabrina_B's avatar
    Sabrina_B
    Forum Team
    2 months ago

    Hi MS666 👋.

    Thanks for reaching out to us and welcome to the Community Forums. Apologies in the delay in responding, can we ask since your post have you been able to get this resolved or are you in need of assistance?

    In the event that you are using the One Touch Switch (OTS) process, we will only cancel the services with your former that you are obtaining with us. Please let us know. 

    Sabrina