Forum Discussion

isabelgrace's avatar
isabelgrace
Just joined
4 days ago

Early cancellation fee

I’ve had no broadband for nearly two months now since the council cut through wires outside my house doing road works. I have been trying to tell virgin and it hasn’t been resolved due to the council not letting anyone dig up the new road works. I have since switched to sky and have been told I will be paying a cancellation fee. But I haven’t had any broadband since June 16th and I’ve still been paying my virgin bill each month. I’ve been trying to talk to people on web chats and been told I would receive calls then I’ve been told to call the faults department to help waiver the cancellation fee. Since I’ve been having abrupt calls saying I needed to give 30 days notice and I will be paying a cancellation fee. Any numbers to talk to someone about this issue about wavering my fee and getting compensation for my bills. 

2 Replies

  • goslow's avatar
    goslow
    Alessandro Volta
    4 days ago

    It is VM who should be paying you for the outage, not you having to cancel and pay EDF.

    See

    https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

    where the daily rate is £9.98

    VM has a legit get-out to the compo if a third party is preventing a fix but the 'council permissions' excuse is one we see regularly on here where VM fails to fix a fault (mostly due to the incompetence of VM or its cabling sub-contractors)

    If VM is incapable of fixing the fault they should give you a 30 day window of opportunity to leave without penalty.

  • Robert_P's avatar
    Robert_P
    Icon for Forum Team rankForum Team
    3 days ago

    Hello isabelgrace

     

    We're really disappointed in the service issues and problems getting these resolved, to be then told you need to pay a early disconnection fee must be extremely confusing and frustrating. 

     

    We can see you have spoken to the team in regards to this since posting, were they able to resolve this for you during the call?

    Let us know if you still need help with this.