OTS procedure gone horribly wrong
So, I was with Sky, did OTS online about a week ago, got the hub 2 days later but it wouldn't connect despite trying all the fixes so an engineer was booked for the 15th as we were away this week. The agents didn't even know which box i was referring to, it's one of the old double rf rfog adapter boxes which have their own power supply. I spoke to someone at virgin who was part of the tech team as I was worried sky will disconnect me before the engineer visits and while we're away, meaning all of our ring devices will be offline while we're away but was "guaranteed" it wouldn't be and he explained that Sky need to wait for the signal, which was reassuring. We went away Monday and sky disconnected us on Tuesday. Tried speaking to them but they said the best they can do is add me as a new customer but there is a 14 day wait, even though I have all the equipment. We've been without any Internet for 4 days now, will be 7 by the time engineer visits. We both work from home and can't rely on hotspots so will have to see if I can get a 5g broadband deal from three or something just for the month. Virgin say they can't do anything whenever I call, same with Sky, I should have just kept Sky for another month and cancelled myself. Terrible experience, spoilt our time away as we've only recently moved to the area and being without some form of security had me anxious most of the time. If the engineer visit doesn't sort it I'll be looking to cancel and going elsewhere.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 OFCOMVirgin Media Disconnected by MISTAKE - no broadband, TV, phone, O2 SIM & Netflix
Awoke Sunday to no internet, home phone, TV, Netflix or O2 - everything had been cancelled and disconnected overnight. Apparently Virgin Media disconnected me immediately due to the fact I five days ago agreed to a fibre line installed by Openreach in July 2025. Virgin Media assured me Sunday at 10am that I would be reconnected to everything in 3 hours - they let me down. Since then I called Virgin Media over 5 times and to summarise Virgin Media admitted it’s not my fault, it was their mistake. I am astonished that a complete disconnection of media services can occur instantly with no texts or calls or anything with the customer to confirm. I also note that contractually Virgin Media are in breech of my consumer rights and are obliged to give notice of 30 days etc when disconnecting services etc. The Virgin call centre on Monday also unhelpfully suggested I just use my O2 sim for internet etc - well I would have but since Virgin Media cancelled my O2 SIM I can’t! Virgin Media reassured me then I would be completely connected again in 48 hours from when the form was submitted by the agent on Sunday 18th May. So service should have resumed at 10am Tuesday 20th May, missing the second deadline agreed now. Two of us work from home and rely on the broadband, plus we have kids so you can imagine! It’s also a nightmare when your mobile sim which you use to authenticate your work / banking apps etc gets cancelled without warning, it’s been enormously time consuming to unravel just that part of it - I don’t think Virgin Media have taken my disconnection issues seriously at it all and don’t seem sincerely concerned about the enormous stress and disruption it’s causing. Later on Monday 19th May I was emailed that Virgin Media have resolved my complaint, magically without even speaking to me again or re-connecting me! They are now requesting I send the equipment back. I’ve wasted hours of time already, so any suggestions of how to expedite reconnection would be much appreciated so I can actually get the services that I am paying for and end this horrible fiasco. I’m trying to speak to someone who can help at the call centre too and not having much luck.One 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?Switched to new provider, VM still charging
Can't believe I'm back here again - thought I was done with Virgin Media after they took around £500, then took months to give it back. OK my contract expired and I used uswitch to change to Vodafone. VM confirmed this with a switching ref, switching date, told me I'd have to return kit etc. So far so good. Switch goes over and I thought finally I'm free! VM was like "not so fast, let's just pretend we didn't know he's left!" So VM have charged me for 2 months since the switch, around £109. Can one of the moderators help me sort this out please.