When will VM notify my old broadband provider?

[vmvmhelp]

Hi, 

I just switched to VM but my old provider is still charging me.

They say they would need VM to notify them of the switch. 
When would that happen?

Thanks

[Sabrina_B]

Hi @vmvmhelp 👋.

Thanks for reaching out to us, sorry to hear you are still being charged by your old provider. If you have joined us using the One Touch Switch method we would notify your old provider, if you have not used the One Touch Switch method, it would be customer responsibility to notify your old provider that you are leaving them. We would need to look into your account further, please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.

Thanks.

Sabrina