Rise Fibre / 4th Utility did not carry out switch from previous broadband provider

GrandFelly

Hi all

I ordered Rise Fibre (4th Utility) to switch my broadband from Virgin Media on the date my contract was due to end. After completing the form/payment online with request to help with coordinating the switch, I received a swift email from Virgin Media notifying my intentions to leave them.

I felt everything was in hand until a few days before the due switch over, I received the next DD invoice email (at the hiked price) for another month from VM. I contacted VM and asked if everything was in order for the switch, but annoyingly they told me they had received contact from Rise Fibre but they had not confirmed details of the new services through the One Touch Switch (OTS).

I then spoke to Rise Fibre who told me, I 'did not tick the box' to request a switch despite the fact they had already started contact with Virgin ! Whilst keeping my rage under wraps on the phone, I quickly went on their website to fill out a 'mock' sign up to find this 'tick box' and there was no such thing.

I gave the 30 days notice to VM to leave them and will end up with the next monthly bill 2.5 times out of contract rate.

Has anyone else had this issue?

Thanks