When I signed up to Virgin the sales rep assured me I didn’t have to cancel my current broadband supplier as it was just sign and go. I am still being charged by BT and they say Virgin haven’t contacted them to stop service. This is the second price have had since joining and find myself regretting the move. Who can I contact to sort it out.
The sales rep will say anything to get their commission. If the VM connection is working, call BT yourself to cancel.
I had to cancel with BT today. It’s costing me £90 which if they had done their job I wouldn’t have had to pay. Regretting changing now
I cancelled myself today. It’s cost me £90 which I wouldn’t have had to pay if Virgin did their job properly
Emleyowl wrote:I cancelled myself today. It’s cost me £90 which I wouldn’t have had to pay if Virgin did their job properly
Typical mis-communication by VM CS. As VM don't use the same network as BT, you are not having another operator take over your former BT "line", so the cancellation is not automatic. There are a sizeable number of people running connections on both VM & another provider as a backup.
The new "one touch switch" procedure being introduced should clear this anomaly up.
Forum TeamHi Emleyowl
Welcome to the community forums.
Sorry to hear of your concerns over what you were advised about your BT service.
The One Touch Switch process came into action on Thursday 12th September 2024. If you signed up with us before this time, then we wouldn't have been able to use this process to look into cancelling your services from the losing provider and the customer would've needed to contact their provider themselves to advise of their wish to cancel so this can be processed at their side.
If you signed up after Thursday 12th September 2024, then we'd look into following the One Touch Switch process, if there is any mismatch of information, this can cause issues, but we'd be sure to let customers know if this did occur so they can contact their losing provider themselves if needed.
I signed after 12th September and was assured I didn’t need to cancel BT myself. I actually asked if I needed to and was assured I didn’t. I now have had to cancel BT myself and I am stuck with a big bill.
Welcome to Virginmedia's famous customer service.
The reality is one can't escape from a 18 to 24 month contract just by changing ISP.
The £90 BT cancellation fee would very likely have applied regardless of who submitted the notice to terminate.
There have been numerous reports of ISPs' telephone sales saying they will take care of the cancellation fees,
they hope you don't have a recording of that as they have no intention of buying you out of your existing contract.
Our rules mean that under One Touch Switch, customers do not have to pay notice-period charges beyond the switch date – so no more paying for the old service after the new one starts. Also, providers must compensate customers if things go wrong with the switch or they are left without a service for more than one working day.
Hi jpeg1
Although customers using the OTS service means they do not have to pay notice period charges beyond the switch date, they are still responsible for early termination charges if switching providers whilst still in contract.
The Ofcom link you provided has been superceded by the following:-
/ofcom.org.uk/phones-and-broadband/switching-provider/switching-broadband-provider
Early termination charges and cooling off period
If you want to change provider before the end of your minimum contract period, you might have to pay early termination charges (unless you're not getting the speeds you were promised). If you use the OTS switching process you will be automatically notified by your current provider about any termination charges.
And remember, you have the right to cancel your order within 14 calendar days (the ‘cooling off’ period). However, if your service has already started then you may be charged for the proportion of the service you have already used when you cancel and/or any installation costs incurred.
Yes.
But from the OP's description it seems the £90 was a 30 days' notice period, rather than an early leaving penalty.
Bear in mind that it's never always a case of "just sign and go" as there can be delays - sometimes they last for quite a while. If you'd given BT its termination notice you might have been left with no broadband at all.
