Moved from Virgin but still being billed

[#1]

Hi,
I moved successfully from virgin broadband to Plusnet on the 9th of Jan, however I am being still charged by virgin for what looks like a full bill for up to 22nd Jan.
I'm uncertain that plusnet has sent, or Virgin have received the cancellation message?
I have no idea how to ask Plusnet.
Do I need to cancel my direct debit with Virgin?
On contacting Virgin, they say

"Thanks for asking. No worries, upon checking here that the bill will be correct which is £57.93. Just to set proper expectations, you need to contact your new provider, and your new provider will notify us with regards on your new services and your services from us will be disconnected"

[#2]

As far as I am aware, Virgin do not use the BT/OR network at all. Therefore PN would not inform them of your new service. It will be up to you to let them know that your are ceasing their service to you.

Same as when we had our Altnet installed. I had to inform PN to remove the service. Although I did this by porting my number to A&A

[#3]

As far as I am aware, Virgin do not use the BT/OR network at all. Therefore PN would not inform them of your new service. It will be up to you to let them know that your are ceasing their service to you.

I thought the OTS (One touch switching) system was supposed to resolve this situation. All providers were required to use this from Oct 24.

The OTS system should inform the losing provider irrespective of whether the gaining provider is on the same network or not ...

https://www.ofcom.org.uk/siteassets/resources/documents/consultations/category-2-6-weeks/211987-simp...

[#4]

However, VM are apparently signed up to OTS, so there should be no need for the customer to do anything, although I have noticed a number of VM ex-customers reporting this issue on checking online - they do appear to still have 'issues'

[#5]

However, VM are apparently signed up to OTS

AFAIK All providers were required by OFCOM to use the system by 24th Oct 24. The system originally went live 12 Sept and suppliers were given a transitional period of 6 weeks.

@Gman1978 I suggest you complain to VM and query why they havent terminated your service. If neccessary point them at the OFCOM OTS requirements

[#6]

I thought that too, @MisterW  - but VM appear to still not have a satisfactory system if the number of reported issues is anything to go by.

[#7]

@jab1 yes just looked and it didnt take long to find the reports of VM not handling the OTS notifications.

@Gman1978 as well as a formal complaint to VM , I suggest you also inform OFCOM, they won't do anything for your personal situation but will collect information and (eventually!) take action against VM

[#8]

Thanks all.
(I did a long reply but it didn't take.)
It's odd as Virgin did sent an email saying off switch over date happening 8th Jan, with a switch over ref too.
I am out of contact with them. I paid up 9th Jan thinking that would be it, but today their email saying payment scheduled on their bill says
"Bill date: 22 January 2025
Payment date: 10 February 2025"
I do wonder how many have been caught like that too.
I have cancelled the DD with Virgin now.
They'll just have to contact me if they have a beef with that.

[#9]

It's odd as Virgin did sent an email saying off switch over date happening 8th Jan, with a switch over ref too.

@Gman1978 that would seem to confirm that they are aware you have left.

I paid up 9th Jan thinking that would be it, but today their email saying payment scheduled on their bill says
"Bill date: 22 January 2025
Payment date: 10 February 2025"

So from that, I guess your billing date is the 22nd of the month. You would normally pay a month in advance, so I would assume the bill you got on the 22 Dec was for 22 Dec to 21 Jan. You left on 8th Jan and you should have been given a final bill within 2 days. That I would have expected would be a refund for the period 9th Jan to 21 Jan which you'd already paid.

Does the bill you've just got say 'final' ? even so I don't see how it can be for the £57.93 you said in the first post.

I appreciate why you've cancelled the DD but don't just leave it at that, they're likely to pass any (perceived) debt to debt collectors. I know its a pain but I'd get back to them pronto, explain again you've left on the 8th, quote the switch over ref they sent you and ask them to correct any bill. If you still don't get any sense, then raise a formal complaint, at least you've then got a 'stake in the ground' if you get hassled by debt collectors.

In fact , thinking about it, I'd raise a formal complaint anyway even if you now get a sensible response because you didn't get one before..

[#10]

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@MisterW wrote:

It's odd as Virgin did sent an email saying off switch over date happening 8th Jan, with a switch over ref too.

@Gman1978 that would seem to confirm that they are aware you have left.

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If that was sent / received BEFORE the 8th Jan, that would suggest their awareness of the PLANNED switch over.  If sent AFTER the 8th Jan, then indeed it should indicate "they are aware that you have left".

The core nature of gaining provider lead migration is that NOTHING should happen with the old provider until the new service has been provided; such reduces the risk of a period with no service.  What happened previously is that Openreach confirms with the new supplier that the service is live and THEN advises the old supplier that the service has moved.  New ISP does (did) NOT advise the old ISP of anything direct.

Therefore any sentiment that "Plusnet did not tell Virgin" is not part of this narrative, however, given that there is no relationship between BTOR and VM, previously it was the responsibility of the user to advise VM that they had moved.

In the OTS regime, who knows what should happen ... we have seen numerous failures of things which worked better without OTS.  One wonders if there is now an expectation of direct ISP to ISP communication of the completion of service migration, which did not exist before and in this scenario was never part of the process at all.

[#11]

Thanks Townman, much appreciated.

I called Virgin and they were able to me more helpful in spoken word (Lady in Scotland), they did suggest that something went wrong with the (OT) OneTouch switchover mechanism and suggest that it was probably Plusnet that did not notify them correctly regarding the switch, hence the billing continuing. (even though I had an email from both of them confirming switch and a date)

I have no idea how I'd have got through to Plusnet on this one, (hence me trying here first)

Virgin said it was a shame I had cancelled the DD but will sort out what is owed via cheque and will set a new switch over (well switch off I guess date for 22 feb)

Yes they said Virgin is paid in advance so I should have money owing.

Hopefully that's end of that, and it may be helpful to someone else.