Uswitch from Virgin Media to EE full fibre Broadband

[DYax1]

I started the Uswitch process from Virgin Media to EE 900Mb full fibre Broadband, all was going well, router arrived for the cable installation on 9th June. I received an email this morning saying the switch has been cancelled? I have not authorised either provider to cancel this switch, I called EE and they said that they did not cancel this order/switch and is must have been Virgin Media? How can they cancel this switch without contacting me first, someone is playing dirty here I can only assume.

anyone else out there had an issue like this?

I have tried to start the Uswitch again, but when I finally get to set up the new switch with EE online, my account is saying an order is currently being processed. I'm get petty feu-up with this now.

[JimM11]

@DYax1 So did EE confirm it was cancelled, if they still have the order in the system until it get's cleared for the cancel at there end nothing else will be allowed. Why did you not call VM to find out?

[DYax1]

EE confirmed it had been cancelled, but not by them, they said as the original switch was processed through Uswitch, I would have to start a new switch process again with them again. If I go direct to EE the price is around £10 a month more.

Virgin Media will just say EE cancelled and I'll just go round in circles, There is no way I can access to their records to prove otherwise, so they can say whatever they like and blame the other provider.

My argument is how can they cancel my order without my authorisation! Someone is lying that I cancelled this switch.

[JimM11]

@DYax1 Did you have any email correspondence from VM at all. Again if EE has not dealt with the current order you will NOT be getting anything placed, One order in the system that is all it allows, why did EE not clear when you called them or could they not do it for you because off the price issue.... It is possible that OR Openreach also cancelled the order, that can happen!

[DYax1]

EE and Virgin emailed to say the switch was in progress and going as planned. Once again how can a switch be cancelled WITHOUT my authorisation, this is what I want to know. I don't care which provider it was.

[JimM11]

@DYax1 That you can ask to the one that has cancelled the switch IF you ever find out?

Complaints - Uswitch

[DYax1]

Never going to happen, they are a all soulless corporate entities that are only interested in £££££. I have contacted Uswitch to see if they can find out WHO cancelled. I have also contacted OFCOM, as this is fraudulent use of my contract authority.

[JimM11]

@DYax1 Let the Forum know how you get on with it all.....

[DYax1]

I'm having the same issue with the Uswitch service from Virgin Media to EE Broadband. Switching process was cancelled (Auto Cease Order) now showing on my EE account. I received email saying I cancelled the order, which I didn't, router was delivered yesterday and cable instal was due on the 9th July. 

If you are going to cancel an order be clear WHY and WHO triggered it.

[Schockwave]

Ofcom do not deal with personal issues, it is Ombudsmen, but you need to put in a complaint first to one of the companies and give them time to reply before doing so. 

As you went through USwitch, I would have thought it would be them and then Virgin Media, as EE had confirmed it had been cancelled, so it must have been one of the others, as obviously not EE, who cancelled it, in my opinion, so raise it with USwitch and Virgin Media.