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Alexandra5's avatar
Alexandra5
Just joined
2 months ago

Armed Forces Covenant - Virgin Media Breaching Contract

Military family here. We lived in an SFA down south and got posted to Cyprus (RAF base, which is British Territory) . I contacted Virgin Media saying that:

  1. the area I'm moving to is UNSERVICEABLE by Virgin Media hence by contract no early termination fee should be billed to my name.
  2. It is a military posting for the entire family that is outside our control so by contract,  Virgin Media should not put a military family under unfair treatment and/or discrimination. Virgin Media is required to waive fees for military FAMILIES.

I've explained all this, quoting the covenant, quoting other military spouses whose fees have been waived under such circumstances and the response I got was "I only have paperwork for Serving Person in my office, because the account is under your name you will have to pay". Well, isn't this unfair treatment? the house you provided services for is MOD property, which funny enough is under the Serving Person name, so you charge me, you charge him, you charge us.

Webchat was even worse as I got someone who didn't speak any English and his messages made absolutely zero sense.

Then I got a really cheeky guy who kept asking me of he could close my complaint. I told him not to close it and what did it do? claimed he resolved it!!!!

Absolutely unbelievable how you don't understand that you can be sued for all this and that I can get my husband's Warrant Officer to send you a nice lovely letter as he already had to do this before for other people.

You think you can just take advantage of people that's what you think. 

I expect the bill to be waived as it's legally required. Waiting for you to get in contact.

 

7 Replies

  • Hi Alexandra5 👋 Thank you for your post and welcome to the Virgin Media Community 🙂

    We're really sorry to hear about the poor experience you've had in relation to this matter and that you feel this way 😔

    In order to look into it for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

    Regards,
    Daniel

    • Alexandra5's avatar
      Alexandra5
      Just joined

      yeah so I got no help because they ask me as a security question what my future bill is and my account is literally closed so don't know what else they want! Just saying this before they lie again saying they solved my complaint

      • japitts's avatar
        japitts
        Very Insightful Person

        When you get help via PM on this forum, you need to pass security in just the same way as if you'd called CS. There are numerous ways you can do this, but the forum staff will generally ask account-specific questions in exactly the same way a telephone agent should.

  • Hi Alexandra5, thank you for speaking to us via private message.

    If you have any further issues or queries, please don't hesitate to contact us.

    Regards,
    Daniel

  • Hi Alexandra,

    How was your case solved? We are going through a very similar situation regarding a new posting and an extortionate EDP from Virgin.

    Thanks,

    Chris

    • Vikki_M's avatar
      Vikki_M
      Icon for Forum Team rankForum Team

      Hi Chris_white101,

      Thanks for your post and welcome to our community. 

      I'd be happy to look into this for you.

      I'll send you a private message now. Please look out for the envelope in the top right of the page and pop back to me when you can. 
       

       


       

    • Vikki_M's avatar
      Vikki_M
      Icon for Forum Team rankForum Team

      Hi Chris_white101,

      Thank you for joining me in a private message.
      I'm happy we were able to reach a resolution together 😊
      If you have any further questions or concerns, please pop back to us here on the community forums and we'd be happy to help.
      Take care.