Forum Discussion

EC99's avatar
EC99
Joining in
6 months ago

Early Disconnect Fee not been credited

I have recently moved home to an area outside of Virgin Media coverage and cancelled my services. According to my contract I am entitled to have the early disconnection fee re-credited to my account, but this has not been made available to me. I sent proof of address with the original notice of cancellation (with tracked delivery, so I have proof), and I have sent it to the email address I was given over the phone, but have heard nothing since then. 

Unless this gets sorted, I will have to make a complaint to communications ombudsman 

early disconnect
  • goslow's avatar
    goslow
    Alessandro Volta
    6 months ago

    When was your date of disconnection? How soon after did you sent VM the EDF proof of address info?

  • Vikki_M's avatar
    Vikki_M
    Forum Team
    6 months ago

    Hi EC99,

    Thanks for your post and welcome to our community.

    I'm sorry to hear we were unable to move the service to the new property.

    I'll send you a private message now so I can look into the early disconnection fees. 

    Please look out for the envelope in the top right of the page and pop back to me when you can.