Request cancellation but had no email to confirm

[paulguk1]

I have Virgin BB and landline. I am moving to a different provider on 5th September and had previously asked that my phone number is ported over on 5th September and I have had confirmation of that in text, email and it reflects in my online account.

This morning (19th August) I called up to also cancel the BB as I have just entered the 30 days notice period. I got through to a UK agent and he confirmed my phone would be ported on the 5th September and my BB would be disconnected on 16th September. I was told that I would get an email confirmation but I haven’t as of yet.

Can someone check my account and confirm as I have read some horror stories in this forum relating to cancellations so would like some peace of mind.

Many thanks

[Kath_F]

Hi paulguk1, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you've decided to leave us but we're happy to double check things to confirm everything that you've been told. 

In order to do that I will need to confirm some information with you to pass security so I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks, 

[paulguk1]

Kath,

I have replied with the required information. Thanks for this.

[Kath_F]

Hi @paulguk1, 

Thanks for coming back to me via private message on this one. 

I'm glad I was able to give you peace of mind. If you have any further issues, pop back and let us know. 

Take care,

[unisoft]

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@paulguk1 wrote:

I have Virgin BB and landline. I am moving to a different provider on 5th September and had previously asked that my phone number is ported over on 5th September and I have had confirmation of that in text, email and it reflects in my online account.

This morning (19th August) I called up to also cancel the BB as I have just entered the 30 days notice period. I got through to a UK agent and he confirmed my phone would be ported on the 5th September and my BB would be disconnected on 16th September. I was told that I would get an email confirmation but I haven’t as of yet.

Can someone check my account and confirm as I have read some horror stories in this forum relating to cancellations so would like some peace of mind.

Many thanks

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On this simple, online form, please let the regulator OfCom know about your experience of cancelling. You would think you would get confirmation by email or letter. Ofcom have been investigating various complaints since 2023, but many customers have not reported because they did not know or thought it would take lots of time.

https://ofcomlive.my.salesforce-sites.com/formentry/SitesFormCCTMonitoring

[Matthew_ML]

Thanks for reaching  out and do not worry we will look into this for them 🙂

[paulguk1]

I am moving away from Virgin and have been told my Landline would be ported over yesterday (5th September) and my BB would be disconnected on 16th September.

My landline didn't get ported yesterday so I chased it with my new supplier and it has today (6th September) been ported over but my BB has also been turned off at the same time.

I don't have issues with the timings as my new supplier BB is working and the landline has been ported but I am keen to ensure that this is marked on my billing so that I am not charged beyond today (6th September)

Grateful if somebody from Virgin can check that for me especially as I've just had a bill that goes over my contract end date so shows the out of contract price for some of it.

[Tudor]

There is a new process for moving to another ISP, see:

https://www.ispreview.co.uk/index.php/2024/09/ofcom-partially-delays-new-uk-broadband-switching-proc...

This process means the broadband and telephone are transferred at the same time. This may explain what has happened.

[paulguk1]

Well as I said above I don’t mind as I’m all set on my new provider. I just want confidence that I’m not going to be paying for the BB up to the 16th as I had originally been told.

[Alex_RM]

Hi paulguk1,

Sorry for any confusion, if you still need help with this please pop a PM over to Kath for additional support.

Alex_Rm