Felixkat
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Joined 16 years ago
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Re: Fibre cable cabinet installed on my property without knowledge or our consent yesterday.
I had one placed outside a previous house of mine as well, but in that instance, it was located just in front of the wall, still on public land. These installations don’t require planning permission—something allowed under policies introduced by a previous government. In your case, however, it appears to be on your property. You may need to have it relocated or consider negotiating a rental agreement for the land it's on.329Views2likes0CommentsRe: Services cancelled before One Touch Service
Thanks for taking the time to respond — but I’d like to correct several of your points and add some important context before drawing any conclusions about responsibility. My original cancellation and Virgin’s handling It’s true that I manually requested cancellation to prevent my bill from rising from £72 to £180 — a reasonable and necessary action. That triggered the standard 30-day notice period, with disconnection originally scheduled for 12 June. During that time, I received multiple calls from Virgin sales agents, none of whom appeared to know I’d already given notice. They continued offering “discounted” deals between £90–£140, based on the inflated £180 renewal price — not on my actual bill. That only reinforced my decision to switch providers entirely. The OTS process was initiated — and acknowledged by Virgin Once I signed up with Toob, they initiated a One Touch Switch (OTS) request, which Virgin formally acknowledged in writing. I received an email with switching reference 5569941108, stating: “Toob let us know that you’re switching your Broadband and Telephone over to them on 16 June 2025.” While 16 June may be a placeholder or system-generated date (Toob’s actual installation is scheduled for 24 June), the key point is that Virgin accepted and processed the switch request — which means this had moved from being a purely customer-driven cancellation to a provider-to-provider coordinated transfer. Virgin staff advised that service would continue I spoke to a Virgin Media agent on 9 June who assured me that I would be billed daily until the switch was complete. That clearly indicated my service would remain active beyond 12 June, which aligned with what Toob told me about the OTS process ensuring continuity. Virgin’s own OTS description contradicts what happened According to Virgin Media’s own website: “Because the providers communicate directly and coordinate activation and deactivation dates, the transition happens without any noticeable gap in service.” Source: Virgin Media Glossary – One Touch Switch Yet despite having both an existing cancellation date (12 June) and an OTS notification date (16 June), Virgin went ahead and disconnected my service on 12 June — neither aligning with their own documentation nor what I was told by customer support. What happens if you cancel first? (Key clarification with sources) There’s no official regulation or published policy from Ofcom, TOTSCo, or Virgin that says a customer-initiated cancellation automatically nullifies a subsequent OTS request. In fact, both industry guidance and the technical process documentation say the opposite: OTS should take priority, and the losing provider must coordinate internally to prevent a loss of service. ISPA OTS Industry Guidance (April 2024): "If a cease order is already placed on the line, the gaining provider can still submit an OTS switch request. The losing provider is expected to coordinate internally to ensure that the cease order does not result in an unplanned loss of service." (Section 4.3 – Conflicting Orders) While ISPA has since removed the April 2024 guidance from their public site, it was widely circulated and aligns directly with TOTSCo’s own technical specification. TOTSCo – Open Orders Best Practice Guide v1.0 (Oct 2023): “OTS takes priority over customer-initiated ceases.” https://totsco.org.uk/wp-content/uploads/2023/10/One-Touch-Switch-Open-Orders-Best-Practice-Guide-v1.0-for-publication-CLEAN.pdf TOTSCo – One Touch Switch Industry Process v4.3 (Aug 2023): https://totsco.org.uk/wp-content/uploads/2023/08/One-Touch-Switch-Industry-Process-v4.3-Draft-20230809-Clean.pdf Even if I initiated a cancellation first, once Toob submitted the OTS request — and Virgin acknowledged it — Virgin had an obligation to manage any conflict internally and ensure the cease didn’t disrupt the switchover. Disconnecting me anyway goes against this guidance. In summary: I acted in good faith, first by cancelling to avoid an unreasonable price increase, and then by relying on the OTS process once it was initiated. Virgin Media acknowledged the OTS switch, but still disconnected my services early. There is no publicly available guidance stating that a prior cancellation invalidates OTS. Virgin Media’s own agent told me service would continue until the switchover — which turned out not to be true. I’ve now been left without broadband at a crucial time, both for work and for my son’s GCSE exams. I made decisions based on the guidance given to me by both Toob and Virgin Media — as well as the information published on Virgin’s own website regarding the One Touch Switch process. If that guidance was incomplete or contradictory, then the fault lies with how the process was communicated and handled — not with me as the customer simply following what I was told. So ironically, the only misinformation in this thread appears to have come from the person accusing others of being misinformed. Based on everything I’ve read, it seems Toob were entirely correct — their explanation aligns with the official OTS guidance.1View1like0CommentsServices cancelled before One Touch Service
After 22+ years with NTL / Virgin Media I have decided to move on, a few weeks ago I put in a cancellation to prevent my £72 bill going up to £180!! My connection disconnect date was set as 12th June. Subsequently, I signed up with a new provider, Toob, who advised me that the installation would take place on 24 June 2025. I informed them of my existing cancellation notice with Virgin, but their representative assured me that the One Touch Switch, (OTS) process would take priority — specifically, that Virgin Media would not disconnect my services before the new installation, and that OTS would effectively override my original cancellation. However, on the morning of Thursday, 12 June, I discovered that all my Virgin Media services had been disconnected. This confirms that my original cancellation request was fulfilled, despite the OTS process supposedly being in place. I have received an email from Virgin Media with the Switching Reference 5569941108, stating: “Toob let us know that you’re switching your Broadband and Telephone over to them on 16 June 2025.” This proves that Virgin Media received the OTS request — yet your systems did not stop the disconnection scheduled for 11 June. Furthermore, I spoke with a Virgin Media agent on 9th June who told me I would be billed on a daily rate until the new provider completed the takeover. This clearly suggested that service would continue in the meantime. As of today, I am without broadband, which is significantly affecting my ability to work from home, and is also causing disruption for my son, who is currently sitting his GCSE exams. Our mobile signal through O2 is poor, so tethering is not a viable workaround. I spoke to an agent this morning (12 June), who said he would attempt to restore my service and confirmed he would send an email as confirmation. He also promised to escalate the matter for prioritisation. I haven't received an email and nobody has contacted via phone. I have created a complaint via the website but I am also posting here as usually I get a better response and a working solution.113Views0likes4CommentsRe: 360 box replacement.
The box is not receiving a signal via the coax and takes a very long time to boot up, often needing multiple attempts of cycling the power to get it to the main screen. None of the channels are showing although the TV guide is present, apps are also failing or freezing. The box is receiving an IP address and the diagnostic confirms this however the signal quality never completes. I have three boxes in the house, two are upstairs in the bedrooms. I have swapped the boxes over in the bedrooms to identify if it's a coax connection issue and the same box still fails. So to clarify, one box works in either bedroom and the other one doesn't, this also eliminates the issue being a weak power supply or an internet connection issue. I couldn't get the reset of procedure of holding the power and + button to work but on the odd occasion the box booted I did perform a factory reset, but to no avail. The 'test your equipment' feature on the Virgin Media app also shows an issue with the box, stating it cannot communicate with it. (This is when this feature actually works, often failing on the app and web). Due to the huge delay it takes to boot I believe it's probably the hard disk on it's way out but either way I think it's safe to say the box need replacing. The only other explanation would be an issue with the slave box communicating with the master box, however this would normally produce an error message. All equipment in the house including the HUB have been rebooted. The reason for the original question is to prevent me wasting time. I have previously waited in all day for engineers that have never turned up, I've also been given morning slots and the engineer has turned up in the afternoon. So ideally I would rather receive a box in the post, swap the 4 cables and notify VirginMedia of the new serial number once complete. My job will take 30 seconds and hopefully I can notify Virgin via phone or WhatsApp away from home for them to do their bit.446Views0likes0CommentsEmail Security Breach
I have owned a ntlworld.com email address from when I originally took my contract out with NTL. This email address has been retained through the various Virgin Media email server migrations over the years. This email address is also my account login for Virgin Media. This email account has very limited use and is only used for Virgin Media itself. I believe the only other organisations who have access to this address are Virgin Media 3rd parties, Netflix, YouTube and Sky for my streaming accounts and Yodel for when I have received equipment. So with this is mind it was very unusual to start receiving SPAM and Phishing messages yesterday. The majority was asking me to verify a Tinder account, something I have never owned. One message however was a well known message with the subject "ALARM! I'm hacked you and stolen you information and photo" This particular message was concerning as they have told me they have hacked my account including my password and actually revealed what my password is. This leads me to believe there has been a breach somewhere, this breach can only have been from my end or Virgin Media's end. I own many email addresses across many domains and rarely sign up for any service or supply an email address to more than one organisation. So I'm am quite confident the breach isn't my end. The password was changed in the last 12 months and the only reason it was changed was due to a request from VirginMedia staff across WhatsApp in attempt to fix an outstanding issue that I had, which incidentally was never resolved in 18 months!! This password change was performed in a supposedly secure form. After seeing this messages this morning and that my account had been breached I attempted to login so I could change my password. Trying to access my online email account showed the following message. Your Virgin Media Mail account is currently unavailable This is either because your Virgin Media Mail account is locked, or because you don’t have an active account with us anymore. Figuring that my account has been locked due to the password breach I attempted to change my password. This took me to another page with the following message. Before you verify your identity, we need you to change your sign in email address to one that isn’t from Virgin Media. Otherwise, if we send the code to your Virgin Media email address you might not be able to access it. This seems like a good idea and something that I'm surprised took so long to implement!! I supplied an alternative email address and then carried on with my work. A short while later I accessed the email that Virgin Media sent which was to verify my new email address. This however didn't work as the link had expired, despite being a short period of time. The email we sent you to verify your changes has now expired. You will need to request this change again via the Account details page, a new email will then be sent. BUT, I cannot request the change again because when I do I'm told, You've recently requested to change the email address you use to sign in to My Virgin Media. Please check your emails and verify this change before making further account changes. So essentially I am now in a loop and I am not able to change a password which is out on the internet. I need to be able to change this password and I need somebody to investigate data breaches.1KViews0likes1Comment