Forum Discussion

thehoove's avatar
thehoove
Just joined
4 hours ago

Armed Forces Covenant

Greetings,

I recently chatted with customer service via the phone a few weeks back due to an overseas military move upcoming. After many back and forth I was only able to get early termination fees reduced, not waived completely. 

I am a member of visiting armed forces (US Air Force), and my move is out of the country and a location where I can no longer use Virgin Media. 

Shouldn't my early termination fees be waived because of armed forces covenant and also not moving to a place where Virgin services? 

Please help me, 

Thanks

armed forces covenant
Early termination fee
military

2 Replies

  • goslow's avatar
    goslow
    Alessandro Volta
    3 hours ago

    VM's early disconnection fee waiver for regular customers applies when the customer moves to a UK location not covered by VM. See section 'What if I’m moving home?' in the FAQ below

    https://www.virginmedia.com/legal/fibre-optic-services-terms-conditions/early-disconnection-fees

    See point 5 below from the .gov.uk website for armed forces from other countries

    https://www.armedforcescovenant.gov.uk/about-the-covenant/faqs/

    Wait for a reply from a VM person on here and see of they have any more flexibility to help. They normally reply within a few days.

  • Steven_L's avatar
    Steven_L
    Icon for Forum Team rankForum Team
    26 minutes ago

    Hello thehoove,

    Welcome to the Community, and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re experiencing with cancelling your account with us. I'd be happy to take a further look into this for you; however, I would need to confirm a few details via private message. Please look out for my message, and we can get started.
    Kind Regards,
    Steven_L