Misleading information

[Soo65]

 How do I get hold of a person to answer why in the six months since I changed over to Virgin they failed to notify Sky of this as promised. I am now facing six months of charges that should not have happened and I need to launch a complaint.

[carl_pearce]

Since Virgin use their own infrastructure they don't notify your previous supplier.

[newapollo]

If you are porting your landline number to a new provider, then when the new provider completes the number transfer that effectively cancesl your phone service with the original provider, however it doesn't cancel any other services.

VM do advise you to contact your current provider to cancel your services.

Picture below from the website https://www.virginmedia.com/broadband/switch 

[japitts]

What are the charges you're querying?

[Steven_L · Accepted solution]

Hey Soo65,

Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your package at the moment. 

As the community members have advised, we would not contact your current provider to cancel any TV or broadband services, we would only cancel your landline, when it transfers over to Virgin Media. Have you been advised by an agent that we would cancel your services with your other provider?

Kind Regards,

Steven_L

[Tudor]

VM cannot legally ask Sky to terminate your subscription because the contract is between you and Sky.

[Soo65]

Hi thank you for your message. I was misled from the beginning as they said not to worry they would sort it out. Additionally I never received the contract details or payment dates so I have decided to cancel them completely. If you know how to do this I would be very grateful for your advice.

[Soo65]

After six months in which I have received no contract information or bills and been cut off twice I intend to cancel. How can I do this please! I don’t intend to give a lot of notice as I was not given the same courtesy or sent any actual bills the service has been a total disappointment.

[David_Bn]

Thanks for reaching out to us @Soo65, and welcome back to our Community Forums.

Sorry to hear of the lack of information offered on the account you've been subscribing to.

Can you please confirm if you've been able to attempt sign up for a self-care account at all?

Thanks,

David_Bn

[Paul_DN]

Hi Soo65, 

Thank you for reaching back out to us in our community, we are sorry to hear you feel you were misled when joining us, when leaving another company the only thing we can cancel is the phone, this is only if you re bringing the number over, did you port your number into us?

Regards

Paul.