Switching provider experiences

14MonacoCasino

Hi All,

Is there a thread for experiences switching providers. The banks have rules for current accounts - nothing it seems for Broadband.

We moved from Virgin to BT after many years - they must have assumed we would stay after so long as no offer of price reduction on haggling (until we had signed up with BT).

However Virgin still billing us - despite us calling to cancel, two call backs asking to stay, confirming leaving and date, Tivo boxes sent back, old phone number 'dead'. Called to sort and Virgin attitude is its all BTs fault and our advanced bill for next three month is valid.

teddysmum

Last year's switch from O2 broadband and BT phone to Sky, no problems at all and all dealt with by Sky.

wild666

2011 I wanted to move my O2 broadband to a new address, they said they didn't provide a service in that area so I cancelled and sent the router back. They wanted £190 to see out the remainder of the contract. I went to this site and contacted the CEO within 3 days they had emailed me saying they did provide the service to my new address but as I had now gone to BT they had wiped my account as been paid in full.

JJ_Egan

14MonacoCasino wrote: »

Hi All,

Is there a thread for experiences switching providers. The banks have rules for current accounts - nothing it seems for Broadband.

We moved from Virgin to BT after many years - they must have assumed we would stay after so long as no offer of price reduction on haggling (until we had signed up with BT).

However Virgin still billing us - despite us calling to cancel, two call backs asking to stay, confirming leaving and date, Tivo boxes sent back, old phone number 'dead'. Called to sort and Virgin attitude is its all BTs fault and our advanced bill for next three month is valid.

Most posted problem is users not cancelling the original provider .

kwikbreaks

I cancelled VM and moved to Plusnet with a slight problem.

They had sent an email notifying a price increase that included the info that I could cancel within 30 days at no penalty. I had got sick of pretty much constant renegotiations of a price with them followed by yet another (admittedly small) price rise so I ordered fibre from Plusnet. Having had my fingers burned with a no-show and 3 week wait for the new install date with BT leading to me sticking with cable in the past I waited until the install was done before calling in and cancelling within the 30 days.

I couldn't believe the response from VM. They claimed that the price increase email was a mistake - coming only a couple of months after the previous increase which lead to me actually getting a reduction after negotiating it may well have been. Anyhow the upshot was they wanted some ludicrous amount to cancel. I argued with the rep. I argued with their supervisor. They said the next level manager up was out so I fired off an email to the CEO office. The result was an apology and them waiving the 30 days notice.

I'd suggest you follow my example - find the VM CEO email address on the web (MSE are very funny about posting the obvious link and I've had posts deleted in the past when I gave that info) and email in your complaint giving as much detail about dates and times of calls as you can.