Being charged after internet provider changed - help!!

janey_1971

I changed my internet provider in October from Vigin to Talk Talk. Talk Talk advertised a "one click " change and that they would do everything. Their website still clearly says ther will be no overlap and "you won't pay double". Despite this, Virgin are still trying to charge me for November and December (£30) saying we didn't cancel with them. I have phoned both Virgin and Talk Talk and no-one will listen. Virgin have now passed me to a debt recovery agency. I am happy to sweat it out and not pay but am slightly concerned about my credit rating as we hope to move house in the near future. Any advice - I feel I just keep hitting a brick wall with both companies.

brewerdave

Assuming that you were switching from Virgin ADSL service to TalkTalk using a MAC then BT Wholesale should have informed Virgin that you line had been successfully migrated - UNFORTUNATELY they quite often "forget";It happened to me when I moved from Horrange to Plusnet, I had a hell of a battle over an extra month's subs with Horrange.
I know its not much help but it is always safer to phone the previous provider once your new internet service is up and running.A FURTHER complication might be that you were switched to TalkTalk's LLU service when a MAC is not needed, so I'm not sure that BTW are actually involved.
If you switched from Virgin Cable to Talk Talk then the onus was definitely on you to cancel with Virgin as the internet is supplied thru a totally different system.

If you were switching from Virgin Cable to TalkTalk then it was

prowla

Make sure you have screen dumps of the Talk Talk offer and T&Cs, as it would appear that they haven't honoured them.
I would also suggest writing to somebody higher up in the company.

macman

If you moved from VM cable to TT ADSL then it's not a switch, you would have had a new BT line installed, as VM cable is an entirely separate network.
Don't ever trust an ISP (especially TT) who says 'we will take care of it all and contact your supplier'-it's you that needs to do that.
If you didn't cancel wth VM and give 30 days notice then they are entitled to pursue the debt, and will certainly trash your credit record if you don't pay.
I suggest you pay them and then pursue a refund from TT, though that may be a long road.