Virgin still charging after switching to Plusnet - am I liable?

CheckDigit

Hi all,

I recently switched my broadband from Virgin Media to Plusnet. After some delays, my Plusnet service was finally activated on 1st May. However, I’ve just noticed that Virgin has issued a new bill covering 17th May to 16th June, even though I’m no longer using their service.

I assumed Plusnet would inform Virgin as part of the switch, but now I’m not so sure. Am I actually responsible for this charge? Should Plusnet have notified Virgin, or was it up to me to cancel?

Any advice on who I should call first and whether I can get a refund would be really appreciated.

Thanks in advance!

Ayr_Rage

If you used the One Touch Switch service when you ordered from Plusnet and stated VM was your current provider they should have contacted VM which would have generated a "sorry to hear you are leaving" communication from VM.

If you just ordered Plusnet either directly or via a comparison site with no mention of you having a current service then it was on you to cancel VM directly.

Is your VM service still working?

CheckDigit

Thanks.
I'm fairly sure we signed up with Plusnet through the MoneySavingExpert website, though I’m not sure if that means we used the One Touch Switch service.

That said, I also called Virgin Media directly on 21st February to cancel. The advisor told me that the switch would happen automatically, and I didn't need to do anything else. Virgin even called me back a few days later to try and persuade me to stay, but I declined.

Unfortunately, I don’t have the original confirmation email from Virgin (I may have deleted it), but I do have an email from Plusnet which says:

"Thanks for switching your broadband to us from Virgin Media Limited!"

So I assumed everything had gone through properly.

Ayr_Rage

Once again, has the VM service been disconnected?

CheckDigit

We unplugged the Virgin router when Plusnet became active on 1st May, and Plusnet has been working fine since then. I haven’t checked if the Virgin service is still active, but I wouldn’t be surprised if it is, we never reconnected the router after the switch.

AndyPK

VM should have sent you packaging to return their router (along with emails and txts), another clue as to whether they think you have left! 

VM usually produce a final bill within 3 days of your new service

PrincessConsuelaTheSecond

I would definitely check with VM. I did the same, disconnected the equipment and new service was installed. Got a bill from VM a week later, as normal and they said the one touch switch was never sent through. Had to go through cancelling which was 30 days from that call.