Sjwallace116 wrote:I left Virgin in August 2023. I called in advance to close out my account, but since I was under contract, they told me the fee would be roughly the same as keeping the service live for another couple of months. I kept the direct debit open and can see two additional charges for September and October. I applied for a load recently and was denied. I checked my credit file, and it shows that I defaulted on my Virgin Media account 9 months ago for 60 pounds. I don't think this is correct. I never received any bill, paper or electronic, and no phone calls or voice mail. I can't believe that Virgin would handle things this way, and from the forums, this has happened to many people. I need this fixed as soon as possible. Who can help me in this regard?
Hi Sjwallace116
Since you didn't receive a final bill it may be that the actual account wasn't cancelled.
There is a 30 days notice period when cancelling an account, although VM can accept up to 60 days notice.
Did you actually give your cancellation notice in when you called in and ask VM to close the account on X date? If not the agent will not have put a cancellation request in, although they may have noted the account that they had advised keeping the service live for another couple of months would work out about the same cost wise.
Yes, I clarified that I was already moving to a new address where Virgin broadband was already installed, and they verified that. This new address came with utilities, so I had no choice but to leave Virgin, and after a long time being a customer, I was told that they could not waive the cancellation even if I was moving house and could not take the service with me. I was told the contract would end at the end date and not be renewed.
Sjwallace116 wrote:I was told that they could not waive the cancellation even if I was moving house and could not take the service with me. I was told the contract would end at the end date and not be renewed.
Terminology may matter here.
Telecoms contracts in the UK are not fixed-term contracts that end on the "contract end date", the natural extension of that is automatic disconnection of everyone reaching that date.
You had a rolling contract, with a minimum term - it doesn't need renewing at the end of that minimum term. If VM was already installed at your new address, I'm not sure what relevance other suppliers, has.
I agree with newapollo that the call recording may prove crucial here, of whether a) You requested disconnection, b) The agent didn't check, or b) The disconnection has gone wrong.
Hi Sjwallace116
Thank you for your post, welcome to the Community Forums.
I'm sorry to hear there might have been an issue with your cancellation in 2023. I can certainly look into what's happened.
I've popped over a private message so I can take your details.
