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 - double billing
Hello all, I switched from BT to Virgin using the one touch switch service, with the switch apparently completing in early March. I moved as scheduled, but BT is still billing me. They say Virgin initiated a switch but Virgin hasn't completed the action on their side. However Virgin say that BT is misleading me and that the switch completed on the planned date. Now, it's a Catch 22 situation - BT won't cancel my service until Virgin complete the switch, but Virgin says it's all done. I can't get any further forward and I'm being billed for both. Virgin will refund the difference but I can't get BT to cancel. Please help? ThanksVirgin did not inform TalkTalk of cancellation
I just had to manually cancel my old service with TalkTalk because Virgin did not confirm that the switch had been completed. So, I've already paid 2 bills to TalkTalk even though I'm now with Virgin (and have been since the second week of January) and they've just told me I will pay another one as it takes 30 days to process my cancellation, so I'll also be billed in March. Virgin told them on 20th December that I was switching, so they were aware of it, but to this day still have not confirmed that the switch has been completed. Is this normal? I thought the switch was supposed to make things easy and be handled on Virgin's side. I've now had to pay £132 in TalkTalk bills that shouldn't have been issued.Terrible service from virgin media business
My wifi service on my business router went down Wednesday 8/11/23 at 11:00am. After being told nothing was wrong with it and that I just need to turn it off and on again by fault support, which I had already done, the problem persisted and they said they’ll set up a fault ticket and I would just need to respond to their message to update on the situation. I was met with the below message no less than 11 times before I called again, and the support service told me “the number just doesn’t work sometimes, it works for some customers but not everyone”. This is already bad enough, but then today I get a message saying that the technician will come on the 11th of November at 7pm. That is over 120 hours from when I reported the issue and is unacceptable that it’s going to take that long to fix At minimum. I would highly recommend not to ever use virgin media service if avoidable since this is the second time something like this has happened within the past 2 weeks.
