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Virgin Media One Touch Switch Failure



I have been with Virgin Media for a while but signed up to Sky using the OTS service on 15th February 2025 and was switched on the 14 March. My contract with VM 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) and the agent said that I still have to give them a month's notice.
So as well as paying Sky for the coming month, Virgin are also billing me, at the much higher out-of-contract rate.
Is there anything that I can do? Surely the OFCOM one touch switch service should prevent things like this.
Comments
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How One Touch Switch works
Since 2015, people have been able to switch between phone and broadband providers on Openreach’s network – such as BT and Sky – by following a process where their new provider manages the switch. But customers switching to or from a different network, such as Virgin Media, have had to contact their existing provider as well to co-ordinate the switch.
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The entire reason for OTS was so switching between networks didn’t require a call to the losing provider, if it never actually did that then replacing the NOTs system with it would be pointless…..the OP should enquire if Virgin are a signatory to OTS , there is no compulsion to be a part of it , but if they are , then they should have been provided with ‘notice’ by Sky0
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Yes VM say they are signed up to OTS:
https://www.virginmedia.com/blog/broadband/what-is-one-touch-switch0 -
I have been in touch with Ofcom and this is their response:Thank you for contacting Ofcom via our online web form.
I understand from your correspondence that you have experienced issues when switching from one provider to another as you state Virgin Media are now billing you for a further month after the switch occurred.
I appreciate your concern and I hope the information provided is helpful in assisting you.
While it is unclear exactly what has happened in this case, it appears you are aware that from 12 September 2024, under Ofcom regulations (General Condition C7), providers are required to implement the One Touch Switch process which is designed to make switching quicker, easier and more reliable for consumers, removing the need for consumers to contact their losing provider and reducing the time it takes to switch. On the day of the switch, once your new service has been confirmed to be working correctly, your new provider will notify the losing provider to cease your existing service and you should not be charged for any notice period charges beyond this date.
If the matter remains unresolved or you wish to dispute the charge, I recommend taking the next steps outlined within Virgin Media’s formal complaints procedure if you haven’t already. The details of which can be accessed via the following link and includes various methods of contact:
https://www.virginmedia.com/legal/consumer-complaint-resolution-code-practice
If you are unable to resolve your complaint with Virgin Media, you may be able to submit it to an Alternative Dispute Resolution (ADR) scheme. An ADR scheme is a free and independent service which can rule on financial and contractual disputes. Virgin Media must abide by their decision; however, you can consider legal action if you are not happy with their ruling.
You can take your dispute to an ADR scheme if it remains unresolved eight weeks after you first complained, or if Virgin Media sends you a letter outlining their final position (known as a ‘deadlock’ letter).
Virgin Media is a member of Communications Ombudsman for the purpose of ADR. They can be contacted at:
Communications Ombudsman
PO Box 730
Warrington
WA4 6WU
Phone: 0330 440 1614
Website: www.commsombudsman.org
Email: enquiry@commsombudsman.org
Although our remit does not allow us to become involved in individual disputes, please be assured that your complaint has been formally logged on our system and will be used to help us continue our monitoring of the communications industry.
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