Disconnection fees

Hi Rana, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear that you've had some issues with getting your disconnection fees waived. Whilst the flat is still showing as serviceable, the early disconnection fees would apply I'm afraid. 

The movers team would be able to get things arranged for the move and if it ultimately failed due to not being serviceable, the fees would then be credited back to the account, in line with our policy. 

You can reach the movers team by calling them on 150 / 0345 454 1111 or via online chat here.

Thanks, 

---

rana48 wrote:

Hi, 

I am moving to rented flat which does not have the ready to use Virgin media installation equipment, and I need consent from all flats owner including mine to set this up. And my only option is to cancel the service. I contacted the home moving team and they kept stressing that I need to pay the early termination fees as the building and the flat is serviced by their broadband which is not true. The building does not have Virgin media and they need a consent from all landlords of my flat and all other flat to install the service, I am not happy to pay the cancellation fees because there is no virgin media service in there despite what the website says ! 

Did anyone have been through the same issue, it is deceiving from virgin media website to say there is a service there while there is not !

Rana 

---

Unfortunately,

1) The flat is serviceable from VMs side.

2) It is YOUR decision not to pursue wayleave permissions to get the services installed. If the flat owners had refused wayleave it would be a different matter. In other words, if you had asked the landlords permission & had proof that it was then refused, the fee would be waived.

So as far as VM are concerned the criteria has not been met to waive the fee, which I think on this occasion is a fair decision.

VM require more than CATV hatches in the pavement for an MDU building to be serviceable.

We have an MDU under management that is like this and VM have been refused permission to cross the site as there was no commitment that it would not result in 1) repeated disruption to the drives / grounds / foot paths and 2) cables being draped on or over the exterior of a listed building.