Being charged for leaving virgin media despite being out of contract
Hi
I signed a contract with virgin media on 12th July 2023 for 18 months. We subsequently moved house in April 2024 but kept virgin media with no change in services.
Our contract expired Jan 2025. We're moving because of price hikes, but virgin media are trying to charge us £300 to leave despite being out of contract (i.e illegally).
We have never signed or agreed to another contract since, however according to virgin media complaints, their system erroneously says that our contract expires in November (despite not being able to produce any evidence of this, including no evidence of another contract.) Virgin media complaints have been contacted but they've been completely useless, the responses just look like rambling AI nonsense, and they haven't addressed the above at all, despite me sending a copy of the original contract with the expiry date highlighted, and explaining their error in very simple terms. They provide no evidence that we've signed another contract. Their own terms and conditions (section O, paragraph 5) states:
5.Where we have agreed with you to continue providing the same services
that you received at your current address to your new address and this is during any minimum period, then that minimum period will continue at your new address (for example, where your services are on a 12 month minimum period, if you move during month 7 of your minimum period, the remaining 5 months of your minimum period will apply for those same services being provided at your new address). Where we have agreed with you to change the services you receive at your new address then a new minimum period may apply for those services and the service start date for that new minimum period will be the date that the equipment is installed at your new address.
Any ideas how to get through to a vaguely functioning human to sort this out. At the moment, just waiting to run out the 8 weeks to complain to the ombudsman.
