topic Set up and connection in Billing

Set up and connection

Nellyrob6 — Mon, 21 Jul 2025 17:23:02 GMT

I was just speaking to Ameen and got cut off.

I have been a new customer of yours for 2 months, I was with Virgin who say I still owe them for the past 2 months.

You connected me ages ago, so I'm confused as to why I would have to pay 2 service providers?

Your help would be appreciated

Re: Set up and connection

ferguson — Mon, 21 Jul 2025 17:49:07 GMT

Did you use the One Touch Switch service? Otherwise, your issue would seem to be best taken up directly with Virgin.

Re: Set up and connection

fr8ys — Mon, 21 Jul 2025 17:49:47 GMT

Did you give notice to Virgin?

Did you sign up with TalkTalk under the switch procedure?

Have you spoken to Virgin and asked them why they are still charging you when you left 2 months ago?

What did they say?

Re: Set up and connection

Gliwmaeden2 — Mon, 21 Jul 2025 18:22:10 GMT

If it were the reverse, and you were leaving Talktalk for Virgin, @Nellyrob6, the instructions here are that you can't just do a One Touch Switch but need to speak to the previous provider.

I would expect the same to apply leaving Virgin as it's not on the integrated Openreach system.

A friendly AI result suggests the same: