Last November I obtained a MAC code from Virgin (ADSL) and tried to migrate to BT. BT initially told me that the MAC code from Virgin was invalid, so I called Virgin and obtained a new one over the phone. With that, BT successfully completed the migration and started providing my phone and broadband services. Virgin have not stopped taking money from me by Direct Debit each month. I called to query this and they deny ever having issued the second, valid MAC code. This is due to their policy against keeping records of phone conversations - I learnt my lesson and now only communicate by email. Despite the fact that they no longer provide me any services, the amount of the bill has fluctuated wildly, implying that they are charging for something like phone calls - which is impossible because I now pay BT for all my phone calls. I have never been provided with a bill by Virgin - for years they have failed to give me access to my 'eBilling' account. I never found this too much of a problem in the past as they were providing a service for which I was happy to pay. Now, it's a problem, since I need to see what they're charging me for! My next step is to call BT and ask if there is a reason the migration did not succeed, but I expect they will confirm my suspicion that it is Virgin's error. Either way, what rights do I have? Can I expect the company in the wrong to refund the excess bills? Should I cancel the Direct Debit to stop Virgin taking more of my money with little chance of recovery? Or would that make negotiations even more difficult? Is there any legislation or regulator I can use to force Virgin to let me see my bills? Help me CAG, you're my only hope!

If Virgin have given you an opportunity to get out, take it! You might never get another chance.

It's important to note that this can affect anyone, not just those switching from Virgin cable/fibre optic to another provider's regular ADSL. I'm currently fighting with Virgin over charges I recieved after migrating from Virgin phone+ADSL to BT phone+ADSL.