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 🤣🤣👍👍, at least the HEAVIES are not breaking down your door YET, asking why you dare cancel an EE order....

You just could not make it up,,,,,,

[JimM11]

@DYax1 Not sure where Uswitch get there pricing from as it is ridiculously low for package prices by any means that EE throw out when you can get on there site if it ever works, Just compared the FF500 currently £15 cheaper than what i was paying in 2024 with EE. 

[Richardr66]

With the OneTouch switch process a customer shouldn't have to contact the losing provider, but either way, the losing provider, Virgin in this case, can't unilaterally cancel the switch.

It is worth looking at the postcode checker, as sometimes there is a technical reason there for an auto cease order, but as the ones who are actioning it EE must know who has generated it.

[JimM11]

@Richardr66 @DYax1 Current EE direct for a FF500 is £31.99 as a new customer. The U switch is all copied as below...

What will I pay?

EE Full Fibre 500

Setup cost

Equipment	£0.00
Total	£0.00

Monthly cost (Months 1 - 9)

EE Full Fibre 500	£24.99
Total	£24.99

Monthly cost (Months 10 - 21)

EE Full Fibre 500	£28.99
Total	£28.99

Monthly cost (From Month 22)

EE Full Fibre 500	£32.99
Total	£32.99

Annual price rises

Monthly cost will rise each March during your contract by £4.00. Check EE's terms for details.

From 31 March 2027	£28.99
From 31 March 2028	£32.99

How are price rises calculated?

Some providers set annual price rises to cover predicted changes in service costs. This is usually linked to inflation, but from January 2025 they have to tell you the exact amount upfront.

Average monthly cost

For the 24 month contract period, including any line rental, setup costs and any annual price rises. We’ve assumed the billing date is the first day of next month.

Average

£27.99

Total contract cost

Total cost for the 24 month contract period, including any line rental, setup costs and any annual price rises. We've assumed the billing date is the first day of next month.

Total

£671.76

Get deal

Terms

• When you move from your old broadband provider to EE they will credit your account up to £300 based on the value of your early termination fees. Offer excludes termination charges from BT Group (BT, EE and Plusnet) products, or any business (non-consumer) broadband. Further terms apply, see: https://ee.co.uk/help/broadband/getting-started/early-cancellation-credit

[DYax1]

I have contacted Virgin Media and they say the did NOT cancel this switch, over to you EE.

[DYax1]

Uswitch get their pricing from EE, once you Register & Log into your EE account, the Uswitch deal is shown for you to purchase/sign up to within your EE account.

When I start a new Uswitch order, it continues to my EE account , but my account is still showing my previous order that EE cancelled for some unknown reason, so I cannot continue with the new Uswitch deal.

[JimM11]

@DYax1 Waiting game until EE Clears that one out, once that happens you will be free to go again.

[DYax1]

100% correct, I have contacted Virgin Media and they are saying they cannot cancel my switch to EE broadband without my authorisation.

So something has gone wrong at EE's end and someone is being economical with the truth as to why my switch has been cancelled.

[Richardr66]

You don't really want to clear out the previous deal unless it is in your financial advantage on the basis:

1. assuming there is a technical issue, it could well fail in a similar way; and
2. do you get the same deal? You certainly don't want to agree to a worse one

By postcode checker, I should have said try https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome 

The address check part should work with your postcode and house number. In particular see if there is anything related to FTTP.

Having received the email confirmation and then the router shows that the order was accepted originally by EE, so they must have some "legal" reason for it to be cancelled.

Moving from Virgin to EE, and the timescale mentioned, means you almost certainly do not have a working Openreach fibre connexion at your premises - it may be that the postcode checker gives a clue if there is an issue with installing that.

[Mustrum]

@DYax1   VM would not be the first company to claim it was not them that cancelled your switch, especially if you are still in contract.  It was mentioned earlier that it may also have been Openreach for all sort of reasons. Have you checked to see whast services  or restrictions are available there may be for your property? If you enter your postcode in the BTW DSL checker, then use the dropdown to find your address and post the results it may show up any issues. https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome