Hi all - we were supposed to be disconnected from VM yesterday, but the broadband's still on and so was the Tivo box when I checked this morning. I've been connected to the broadband today as a) I forgot, b) it seems too much faff to mess about with other options - will VM want to charge me for this?
simply disconnect from VM network
If your contract is not exactly on the 30 day period, VM generally bill for the entire month, and then work out the exact number of days usage. Any over payment will be refunded by cheque I believe.
However I would be concerned you still have a service and that VM have not cancelled your account at all?
Yes, that's what I was thinking @Adduxi. If the broadband's still connected tomorrow, we'll contact the disconnections team.
Hi robbyell,
Thank you for your post and welcome back to our community forums. We're here to help.
I'm sorry to hear that you're cancelling your services with us and that you believe that the disconnection is delayed. Do you recall when and how you requested disconnection? It takes 30 days from the date of request, so your services would continue during that time along with the charges.
Thanks,
Hi Zach - we asked for it to be disconnected on Tuesday (confirmed by Virgin below) Why hasn't it been? We're not paying for any more days thanks, but if Virgin want to keep it on as a courtesy until our new service is set up, that's fine. But we didn't ask for it. I unplugged the TIVO box first thing on 23rd.
Hi robbyell,
The 30 day notice would still apply from the date you requested as per the agreed terms and conditions, so asking for a specific date to be disconnected isn't always possible because of that.
However, so we can take a closer look at what's going on, I'm going to send you a private message shortly. Please respond to that when you can and we'll go from there with this.
Thanks,
Hotel California - you can check out but you can never leave. It's as clear as crystal that our contract with Virgin ends 22 October, but they seem to think differently and have extended it unilaterally. Where's the complaints line again? 😞
It may say your contract ends on the 22 Oct, but that is just the end of the 18/24 month period. All VM contracts then revert to 30 day rolling. It's always been that way. If you needed to end on the 22nd, you should have contacted then 30 days before, and in fact it is best to do this in writing by Recorded delivery.
According to Ofcom, if you are still within a minimum term contract and use OTS you still have to pay fees for the remainder of the minimum term.
/ofcom.org.uk/phones-and-broadband/switching-provider/switching-broadband-provider
If you want to change provider before the end of your minimum contract period, you might have to pay early termination charges (unless you're not getting the speeds you were promised). If you use the OTS switching process you will be automatically notified by your current provider about any termination charges.
And remember, you have the right to cancel your order within 14 calendar days (the ‘cooling off’ period). However, if your service has already started then you may be charged for the proportion of the service you have already used when you cancel and/or any installation costs incurred
