Oh dear, erm in short new providers cannot handle termination of Virgin Media accounts, they should know this.
While providers do 'normally' handle transfers of service these only apply when they are using the same infrastructure such as Broadband and Telephone via an Openreach network (such as BT/Sky/TalkTalk) however as Virgin Media operates on its own infrastructure (Virgin Media Cable Network) there is no transfer of services possible.
My advice is obviously get Virgin Media cancelled asap by calling 0345 454 1111 options 1-1-4-4 and then contact your new provider and complain about being told the wrong information and request credit to cover the extra charges for the Virgin service still being active.
If I've helped please let me know
🙂 Matt
A 10+ Year Virgin Media veteran, been here through the Up's and the Down's and Down's....
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