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Switching broadband provider is normally easy, but in today’s story we cover how one of Virgin Media’s former customers instead ended up spending most of 2026 battling the ISP over an unexpectedly huge bill, after they failed to cancel his old service. As if to make matters worse, the customer then ended up being pursued by debt collectors and suffering damage to his credit file.
Under the regulator’s One Touch Switch (OTS) process, consumers who want to switch ISP typically only need to contact their new (“gaining“) provider to start and manage the process on their behalf. Both the gaining and losing providers then have a clear set of rules to follow. As a reminder, here’s the process that providers should follow:
Outline of the switching process