Help I’m paying to providers

[Anonymous User]

Well I have been with Now Since Feb should of been with Now from 31st Jan but it was delayed. I was assured the swap will be handled by them including informing my old providers VIRGIN ? This did not happen I’ve been charged for virgin for 3 months and Now . I wanted to keep my old number but this obviously had been the problem . Been trying for a week to get through . Has anyone got any advice on what steps I can take to resolve this with NOW .

web chat is down. 
Thank you all in advance .

[schnapps]

Hi @Anonymous User 

According to this linked article below if you are with Virgin, then the Virgin customer needs to contact Virgin themselves, where customers who are on the BT Telephone line infrastructure is totally taken care of by NowTV automatically when switching.

https://help.nowtv.com/article/how-do-i-switch-to-now-broadband 

Here's the bit copied & pasted from the article.

If you’re joining NOW Broadband from BT, EE, TalkTalk, Plusnet or any other non-cable provider, you won’t need to cancel with them or let them know you’re leaving - we’ll take care of everything. 

We’ll also make sure the switch goes smoothly, so you’re not without broadband for any period of time.

Switching from Virgin?

If you're switching from Virgin Media, you’ll need to let them know your NOW Broadband activation date so they can cancel your services as close to the activation date as possible.

You can check your activation date in Orders & appointments. If you need an engineer visit and the scheduled time and date don’t work for you, get in touch by phone and we’ll arrange a new appointment.

With regards to getting in Touch with NowTV i can only suggest using the contact details from this complaints link page below (web form might be your best option). 

https://help.nowtv.com/article/how-to-submit-a-broadband-complaint1 

[Anonymous User]

I appreciate your response.
The information mentioned above was not related to me like that. I am now miffed and I have called Virgin 3 times and mentioned in calls why am I still billed. No one has mentioned you are still with Virgin. Finally got through to virgin about 1 hr ago and they said Now should of informed them because I have kept my land line.

[schnapps]

Hi @Anonymous User 

Can only suggest send them a complaint on the web form on my previous link or keep trying the telephone number you was given when you joined NowTV.

When you received the NowTV order confirmation was there any relevant information for Virgin customers on the email on what course of action you needed to follow or NowTV would be doing on your behalf ?

Sorry i can't help, because i have only ever switched from BT to NowTV and there is no Virgin Media services where i live.

Would have pointed you to live chat but this is closed because of the Coronavirus outbreak.

Hope you get it sorted & resolved.

[Anonymous User]

Thanks again

I used the complaints post.
BT andNow are the same company.
I ordered now from a Top Cash back link no number was given they called me .
I have have deleted emails . At some point it will be sorted.

Thank you again stay safe.

[schnapps]

Hi @Anonymous User 

Sky and NowTV are part of the same company where BT is not part of the Sky Group.

You might be confused that companies such has Sky, NowTV, TalkTalk etc use the BT Openreach infrastructure to deliver their telephone and internet services to their customers, but these companies are not linked or owned by BT.

[Anonymous User]

Yes that’s corrected yes Open reach the connection.

[Anonymous User]

Hi thank you for writing a response to me.

all I know is I’ve spoken to a member of the Virgin Team and they are saying NOW needs to contact them to say my landline is being kept . 
I have asked virgin to put a note on my account I am no longer with them since February and let it be known I have left and with Now.

I feel I am going to be still stuck with a bill from them for this month to. 
Just left frustrated it is like dispute me calling saying that I have left and why I’m billed and to send out equipment returns bags which there is still no sign.