One Touch Switch Nightmare
I am trying to leave Virgin as we no longer wanted TV services, and broadband was available cheaper elsewhere. I was reassured by a telephone advisor that it was a straightforward process, and my services with VM would disconnect the same day that installation was completed with my new provider. I initiated the OTS process with my new provider on 22/02, and received an email from VM the same day. The installation date ended up changing from when originally planned (28/02) to 17/03, VM have confirmed they can see this as the completion date. On 17/03 my new services have gone live but no disconnection or contact from VM. I have spent hours this week on the phone and on webchat with VM, with some advisers telling me that they can not disconnect my services as they have not been told of my installation from the new provider, whilst one adviser said she could see this and I’d be disconnected within 24 hours. Obviously this didn’t happen. I have been back in contact with my new provider three times this week, who have each time confirmed the OTS has processed as expected, yet VM continue to tell me they have not received this, and the only ‘help’ I have got is somebody initiating a 30 day notice period, meaning I will be forced to pay for over a month of an unwanted and unused service, when they have known since 22/02 I would be moving, and my new provider confirm VM have known this has been installed since 17/03. I had heard horror stories stories of other peoples OTS experience but naively thought things would be better for me! How wrong was I?! Virgin Media have provided a terrible customer experience from the off and I’d discourage anyone from using OTS with them! Has anyone had similar and can offer any advice? My next step is to contact OFCOMOne Touch Switch Failure? Switching Away From VM and billed another month at out-of-contract rates
I have had an issue with Virgin Media and the One Touch Switch service. I used the OTS service to switch to Sky Broadband on 15th February 2025 and was switched on the 14 March. My Virgin broadband stopped working on that day and is now provided by Sky. My contract ended on 17 March, but I was happy to pay an early cancellation fee for 3 days rather than the inflated cost for being out-of-contract. I received my closing bill and Virgin are charging me £55.50 for a further month. I called them and was told that I failed to cancel with them. I explained that I used the One Touch Switch (OTS) service and the agent said that I still have to give them a month's notice. Is that correct? Why would anyone trust this company?
OTS - How Long Before VirginMedia Send Email
Hi, I'm in the process of signing up with another provider and have filled in the request for OTS. I am unable to proceed with my sign up until VirginMedia email me confirmation details. How long do VM take from me submitting my OTS request and them sending me the email? Hours? Days? Thanks, Richie