Switching and cancelling - same thing?

[SwannyUK88]

I'll try and keep this short as possible - on the help section of the VM site there are two tabs, one for cancelling and one for switching. I'm switching provider so chose that tab. It states all I need to do is contact my new provider to switch (this was 2 weeks ago). VM couldn't offer me anywhere near the deal Plusnet were offering so I started the switch process with Plusnet.

Plusnet went live today so I double checked with VM that all was well and I wouldn't be charged past today. I had to say no thanks to multiple offers then told I need to give 30 days cancellation notice from today. This means my final bill will include 30 days of broadband that I'm not using. This can't be right?

[SwannyUK88]

 

[SwannyUK88]

I should also state I'm out of contract and my latest bill for VM that was paid runs up until 16th September so if anything I'm owed a small refund.

[goslow]

VM requires 30 days notice to cancel. You will be charged as normal up to the date of disconnection. After few days after you are disconnected, you should get a final bill from VM. If you are in debit, you pay the balance and leave. If you are in credit, VM should refund you the balance.

[Lee_R]

Hi @SwannyUK88 thanks for posting and welcome to our community.

Sorry to hear there's some confusion around the cancelling of your services with us.  If (as it appears) you're referring to the "one click switch" option, then any cancellation using this method is done using the form your new provider has made available.  Did you use their form?

Regards

Lee_R

[SwannyUK88]

I started the switch to the new provider a couple of weeks ago. Before I decided to switch I consulted your help page (screenshot above) which clearly states I don't have to do anything other than let the new provider know. Against, this was 2 weeks ago before the one touch system went live a couple of days ago.

On the plusnet paperwork they sent out it also said I didn't have to do anything, they would contact you to switch. After speaking to them they said you are a separate network and they haven't got a way of contacting you.

Either way, unless I had actually reached out to you via web chat it would appear I'd have had 2 broadband connections until I would have noticed my bank going into an overdraft.

The whole reason I switched is we can't afford the £60 odd you are charging for just broadband so to be charged another 30 days for switching and not even being in contract is disgusting.

[Kath_F]

Hi SwannyUK88, 

Thanks for coming back and updating us. As per the terms and conditions of your contract, you do need to provide 30 days notice to leave. In terms of other broadband providers, they tend to use a shared connection so when moving your landline across, as this provides the broadband connection too, both get cancelled at the same time. As your new provider advised you though, Virgin Media have their own network so whilst moving the telephone number will cancel that service, the broadband and TV services would remain live unless you've cancelled them. 

We'd like to take a closer look at things this end for you though but in order to do that I will need to confirm some information with you to pass security. 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, 

[Kath_F]

Hi SwannyUK88, 

Thanks for sticking with me via private message on this one. 

We're glad that we were able to get things resolved for you. 

If you have any further issues, pop back and let us know. 

Take care, and good luck with your new provider. 

Thanks, 

[SwannyUK88]

Thanks Kath, dropping you a PM as I've had the final bill through which doesnt look right

[Ayisha_B]

As you are in PM with Kath, she will be able to assist further @SwannyUK88