Forum Discussion

LDunnachie's avatar
LDunnachie
Settling in
3 days ago

Early cancellation fees

We have just sold our house and obviously had to cancel our virgin tv and broadband contract. We have now received a substantial bill for cancelling. However we have bought a new house and would want to go back to Virgin once we move in. 
could we transfer our account to the new house once we move in?

we were never told about an early cancellation fee when joining Virgin media and now shocked to receive this bill especially after cancelling our account with an AI Bot and not speaking to a human being. 

any help is appreciated 

account
billing
complaint
contract
Help

2 Replies

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    3 days ago

    Unfortunate.  Early Termination Fees are a standard across all ISP's AFAIK. 

    However, if you had known the new property will have Virgin, the process would have been a "lift and shift".  You take your existing kit and simply plug in to the new property.  Nothing changes, your Contract remains the same.

    If you have just asked about leaving, can you cancel this and keep the VM going until the move date?  It could be cheaper than paying an ETF?

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

    Hello LDunnachie

     

    Sorry to hear of the confusion caused around the Early Disconnection Fee's when cancelling your services due to the house move, we appreciate you raising this via the forums and welcome to the community.

     

    As with all providers, cancelling a contract during it's term may lead to early disconnection fee's being applied. There are details here in regards to this, you mentioned moving and it is possible if the address you're moving to is serviceable to transfer the account over to that property. 

    If you have a date for moving in and the address is serviceable which can be checked here please contact the team using any of the methods here and speak to the Movers Team to assist with this.