topic I have switched from Virgin Media. I having trouble with seitch deal. in Broadband & Landline

I have switched from Virgin Media. I having trouble with seitch deal.

Sylvia1801 — Tue, 06 May 2025 18:42:33 GMT

Have switched from Virgin Media , with the switch deal. I have sent numerous versions of the last bill I received, and I keep getting told it needs to be a termination bill. Virgin don't seem to use these terms, I sent a bill that was called "Your Closing Bill" and Ee won't accept this . What can I do?

Re: I have switched from Virgin Media. I having trouble with seitch deal.

bristolian — Tue, 06 May 2025 19:34:21 GMT

Virgin send a final bill upto 45 days after disconnection with final credits & debits.

If that's the bill you've received, I'm not sure what the exact description is but "closing bill" sounds like a "final bill" to me.

Whom or what, has said that's not acceptable?

Re: I have switched from Virgin Media. I having trouble with seitch deal.

Sylvia1801 — Tue, 06 May 2025 19:53:43 GMT

this is what the reply was,

this is what was sent

Re: I have switched from Virgin Media. I having trouble with seitch deal.

Matt_124 — Tue, 06 May 2025 19:58:24 GMT

If there is a PDF or downloadable format of that bill, that is what would be required as a "copy" of the bill.

This would lay out the contents of the balance between any usage or normal bill payments, and the specific contract termination charges.

A simple screenshot of the overall balance wouldn't be sufficient, if that screenshot is what was sent to the Switching Team.

Re: I have switched from Virgin Media. I having trouble with seitch deal.

Sylvia1801 — Tue, 06 May 2025 22:07:37 GMT

sent this as well on the same email but nothing i send seems to say the right words for EE to accept.

[Mod edit: Image rejected as it contained personal information]

Re: I have switched from Virgin Media. I having trouble with seitch deal.

bristolian — Tue, 06 May 2025 20:40:45 GMT

Download the PDF file that's being offered in that final screenshot.

That's the file that EE will be looking for, assuming it displays "Early disconnection fees" as VM generally call them.

Re: I have switched from Virgin Media. I having trouble with seitch deal.

Sylvia1801 — Tue, 06 May 2025 20:57:55 GMT

The reason I sent the screen shot and the pdf is because the pdf doesn't state disconnection at all but it is the pdf to the bill. I phoned Virgin but was told they couldn't produce a bill with disconnection charges worded on it, but they are going to send me a paper copy of the bill, don't know what it will say.

Re: I have switched from Virgin Media. I having trouble with seitch deal.

bristolian — Tue, 06 May 2025 22:00:43 GMT

A paper copy will more than likely, just be a printed version of the PDF you're viewing.

I've never seen a final VM bill first-hand, but did you disconnect within your minimum term? That's the scenario in which Early Disconnection Fees are applicable.

If you gave a standard 30days notice outside your minimum-term, that wouldn't have attracted any charges.

Re: I have switched from Virgin Media. I having trouble with seitch deal.

Sylvia1801 — Tue, 06 May 2025 22:45:56 GMT

Hi ,

The EE agent did it all fir me I think it's called ine switch, I had no contact with Virgin Media.

Re: I have switched from Virgin Media. I having trouble with seitch deal.

Sylvia1801 — Wed, 07 May 2025 05:32:02 GMT

Now I feel mugged off your agents got me to change broadband supplier ,saying they would pay and now EE won't pay.

Re: I have switched from Virgin Media. I having trouble with seitch deal.

JimM11 — Wed, 07 May 2025 06:44:58 GMT

@Sylvia1801 Have you paid the VM final bill and squared it all away, until you do so EE are not going to care!

Re: I have switched from Virgin Media. I having trouble with seitch deal.

Sylvia1801 — Wed, 07 May 2025 06:51:34 GMT

Yes I paid it all up. And just to add they don't pay you or not as the case maybe until your out of the 14 days cooling off period. So your stuck with them now. Very disappointed.

Re: I have switched from Virgin Media. I having trouble with seitch deal.

JimM11 — Wed, 07 May 2025 07:17:00 GMT

@Sylvia1801 And it is all in the switch terms, you are also not stuck unless you want to be!

Re: I have switched from Virgin Media. I having trouble with seitch deal.

bristolian — Wed, 07 May 2025 07:20:44 GMT

@Sylvia1801 wrote:

Yes I paid it all up. And just to add they don't pay you or not as the case maybe until your out of the 14 days cooling off period.

This one seems entirely fair enough. What otherwise stops you from claiming account credits then cancelling your account under the 14days statutory cooling-off?

A few "free xyz gift with abc purchase" I've come across work in a very similar way.

Re: I have switched from Virgin Media. I having trouble with seitch deal.

Sylvia1801 — Wed, 07 May 2025 07:25:03 GMT

So it seems that you got me signed up and now your not willing to pay me the switch buying me out of my old contract deal that was offered when i signed up.. Or your making it really hard for me to claim the money.

Re: I have switched from Virgin Media. I having trouble with seitch deal.

JimM11 — Wed, 07 May 2025 07:28:06 GMT

@Sylvia1801 Have you looked at the switching credit online help? It does explain it in great detail and also all the pitfalls that are there!

Re: I have switched from Virgin Media. I having trouble with seitch deal.

Sylvia1801 — Wed, 07 May 2025 07:35:44 GMT

So I still feel like what ever I do I won't get the deal as promised. Because of the way virgin layout there leaving bill. And to leave EE I would have to pay another large bill.

Re: I have switched from Virgin Media. I having trouble with seitch deal.

JimM11 — Wed, 07 May 2025 07:39:50 GMT

@Sylvia1801 Your issue is not with EE but with VM, the posting you put up does not show what you have paid, until you get from VM that it is paid, your balance with VM is zero, then you need to wait, will link the credit switching below since you do need it.

Switching Credit | Broadband Help | EE

Re: I have switched from Virgin Media. I having trouble with seitch deal.

Sylvia1801 — Wed, 07 May 2025 14:47:30 GMT

This is what virgin media said

Re: I have switched from Virgin Media. I having trouble with seitch deal.

bristolian — Wed, 07 May 2025 14:59:41 GMT

I see that was a Private Message off the back of https://community.virginmedia.com/discussions/ManageAccountCable/final-bill-problems/5636486

The posts in that thread imply you had more than one service from VM, and it's only the broadband that you've terminated? That would be unusual, given that VM-TV relies on VM-broadband, but that aside... can you confirm?

I've never seen a VM final bill, but would expect that "closing bill" as you describe, is it. And I'd expect that early termination fees would be pretty obvious on it. Would you be willing to post up all the pages from your final bill, but with personal details all redacted?