I've recently moved home and despite wanting to keep using the fibre broadband service with Virgin Media I had to end the contract because they don't cover the new post code. I've seen that many people have been in the same situation and yes I understand it's not something that either of the two parts can really predict to be happening or control.
I've been on the phone and live chat with several team members from VM to try to understand what it was going to happen and to see if there was any way to reduce what it feels like an unfair and very high cancellation fee, if nothing else as a good gesture for being a loyal and happy customer. I know those things don't exist with this kind of services and all the chats I had with them didn't achieve anything.
Has anyone been in the same situation and is there anything that could be done to reduce this cancellation fee (I know about introducing friends could be an option, but do I really want my friends find themselves in similar situation)?
As the others have said, the contract is for a SPECIFIC address. ANY move of address, to a VM supplied area or not, is the customer breaking the contract and triggers the early disconnection fee. This is waived IF VM can supply the new home and you agree to a new contract there. If they don’t supply the area (and in the terms and conditions they don’t guarantee it), then you have to pay the fees.
Being willing to continue the services does not mean YOU have not broken the contract. Simply put, you have.
I suggest you have a little read of those to see what you actually agreed to.
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I'm sorry to hear you're having to leave us due to a house move, I know how annoying these things can be at a chaotic time.
I'm afraid if you're leaving whilst still in contract with us then an early disconnection fee will be apply as per our terms and conditions agreed to when joining; you can view these here: http://virg.in/legals.
The early disconnection fee is worked out based on the level of service you have and the length of time remaining on your contract, you can find out more about this here: http://virg.in/EDF.
All the best,
Michael_JK Forum Team
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Wow! I am in the same boat as I am moving shortly but Virgin is not available at my new postcode. This is really unfair as I would have continued with Virgin but it is out of my control. One unhappy customer wont be returning or recommending Virgin to anyone!
I recently faced this situation of moving to an area where VM do not serve and had to cancel my contract prematurely. The way I resolved this was to give 30 days notice of my leaving VM which resulted in my not being charged the early cancellation penalty. VM will also keep your email service going for another 90 days after your cancellation date.
Hi. I have the same issue. Moved to an area where virgin media isn't avalible. I had to recently downgrade my package due to ex up and leaving, I wasn't told this would automatically enter me into a whole new contract! Been a loyal customer since virgin media first started! I'm not paying it, I refuse to feel punished for having to leave them! I've just lost my home due to financial difficulties which was out of my control. Il obviously pay what I owe from the rental side of things but I have never even signed a contract so the £200 they are wanting for early termination is just a pure insult and I will not be paying it.
The thing with early disconnection fees is it is not straight forward as some of you think.
Imagine it from a company point of view, if Virgin let customers leave without penalty when they move to a non-serviceable address - all customers who have to do to leave their contracts when they felt like it would be to find a postcode Virgin doesn't service and call up and say they are moving to there. Result the company would lose money, and the contracts would have to go up to cover this.