One Touch Switching (OTS)

[derryck]

I’m  going to move away from VM. My new provider ran a check through the OTS hub to make sure that VM knew of my existence but came back negative. I do exist, I am not a phantom. The OTS isn’t meant to go live until the 12th, so perhaps this is to be expected, but it does no harm to have any pitfalls filled in in good time so that there will be a seamless transition…

Can someone at VM clarify the situation as it stands please?

[derryck]

Both yourselves and my new provider (reseller) are already on the system, so they attempted a trial run as stated but with the not entirely unexpected result. If you think or know whether VM's OTS system is up and running it would be very helpful so I can organise my next step?

[bhaskarsamani]

I read that ots will be delayed by 6 weeks 

[Cardiffman282]

It's almost as if the big ISPs don't want it to work https://www.ispreview.co.uk/index.php/2024/09/ofcom-partially-delays-new-uk-broadband-switching-proc...

[derryck]

My new supplier has successfully located me on your system, and your system claimed to have sent me the email detailing what’s next. Guess what, no email has arrived. Not impressed (understatement). The web/live chat option link, if you can find it, doesn’t link to anything. Is it no wonder that VM CS has such a bad reputation?

[newapollo]

Hi @derryck 

Have you checked in your spam/junk folder?   Also double check the contact email address showing in My Virgin Media in case it's different to the one you've been checking.

[SwannyUK88]

Just to add to this, I have moved from Virgin to Plusnet today. Before committing to moving I tried to get out price reduced to match but they couldn't. I then checked the help section under "switching provider" which said all I need to do is speak to my new provider - great.

My new Plusnet went live today so I thought I'd double check with Virgin that I'm not going to be charged anymore from tomorrow. To my horror I've been told I need to give 30 days cancellation notice and my final bill will now include a whole month I'm not even using VM. This can't be right?

[derryck]

Of course, and VM have the correct contact email address (which is being confirmed by a helpful mod).

[derryck]

I'm trying to get my installation sorted before my contract runs out, but I'm being stymied. Feels like the Hotel California sometimes!