One Touch Switch

[Joanne76]

Hi, I wonder if someone can help. I switched to Vodafone Broadband from Virgin Media on 5 December through the One Touch Switch service only to find out today after 2 1/2 hours on the phone between the two that Vodafone never completed the switch to disconnect Virgin Media! I now have an extra bill from Virgin of £80 to pay for Vodafone’s mistake! Can I get compensation from Vodafone or what else can I do? 
Thanks, Joanne

[Charlotte]

Hello, @Joanne76. I hope you're well.

I understand that you've had a frustrating experience with the One Touch Switch service, as your connection with your old provider has not been cancelled

Unfortunately, as Virgin doesn't use Open Reach or CityFibre service, which is what most UK operators run off, you still need to speak with them to request the cancellation of your service, so that's why they weren't notified. 

[Joanne76]

Thank you for replying so quickly Charlotte. I was not informed I would need to cancel my services myself so this is where the confusion has come from. I think I am entitled to apply for the £50 from Vodafone as Virgin Media have charged disconnection fees and for the whole month of January …I will look into that.

[Charlotte]

I'm sorry for all the confusion caused, @Joanne76. 

You can view the eligibility information for the Switcher Credit here, to see if it's an option for you. 

[Joanne76]

Thank you for that link…once I get my final bill I will apply…I think I am eligible for up to £50. Thanks for all your help!

[Joanne76]

That’s the thing I did issue a disconnection request with Virgin but they didn’t do it and blamed Vodafone.

[Ripshod]

If you did make a disconnection request you'll have an email confirming it - that's your proof to take issue with virgin. 

[AnnS]

@smirkk This was a Reddit reply posted 3 months ago that you have copied and pasted.  Hope you are not planning on SPAMMING. this https://www.reddit.com/r/VirginMedia/comments/1g3j9f7/stuck_in_the_one_touch_switch_abyss/#:~:text=U....