Cost of switching from Virgin to EE

[johncellis]

I have recently switched my TV package from Virgin to EE and, in the course of doing so, been given the following promise:

 "please email switch-team@ee.co.uk the final bill from virgin and we will cover they final bill charged up to �300"

Now that I have a final (very inflated but under £300) invoice from Virgin, I am getting a fair amount of hassle from Virgin about paying up. But having used the above email address to enquire what is the correct process to follow, I cannot - after 2 days - get any acknowledgment from EE of my enquiry, let alone a useful answer.

Can anyone please recommend what I should do next?

[johncellis]

Thanks Jim.  Think I shall need some luck.  I really need to hear, asap, from somebody authoritative at EE.

[Rach_H]

I would recommend giving our team anouther call, and they can take a look into this, though it may also be worth reaching back out to Virgin to query that the last bill you've received is correct.

Rach

[JimM11]

@Rach_H Thanks for jumping in with advice for the OP, cannot see why the FB would be so high for a TV service that is out off contract.

[bristolian · Accepted solution]

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@johncellis wrote:

Now the Switching team tell me that the offer covers only a CONTRACT TERMINATION CHARGE.  "This is the only charge we will credit to your new EE account and we need confirmation of the amount. This usually appears on the final bill from your previous supplier".

But Virgin's final bill comprises 2 elements: the first covering a payment due for 27 January - 27 February and the second what they call an "advanced month from 27th February".

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I strongly suspect this was not your final bill, at least in VM terminology.

VM continue billing you until the actual point of termination, after which a final bill is generated with debits & credits. Fairly sure this is common practice in telecoms, but all the same.

If you've received a bill covering dates beyond a scheduled date of termination, then it's not a final one.

[johncellis]

Thanks Bristolian, good to know.

[johncellis]

Thanks Rach, good advice.

[johncellis]

An update.  I have just received another email from VM, which is headed " ... your final bill".  And the final sum clearly takes account of my end-date with VM of 2nd March, in that it charges me, pro rata, for the period 27th Feb - 2nd March.  That is a reasonably fair outcome.  But I remain quite peed off with EE for misleading me about what final VM charge they would cover.  

[XRaySpeX]

Ah, now the real FINAL bill. as we expected. It's only right!