Forum Discussion

Conall23's avatar
Conall23
Joining in
9 months ago
Solved

Early Disconnection Charges. Despite being made homeless

Hi,

I spoke with one of your agents yesterday, to let them know, I have to leave my home, as our landlord is selling the home. So we have no choice but to move out. Unfortunately we do not have anywhere to go, and have been filed as homeless by our local housing association, on the day we leave we will be offered a hotel in the area.

The agent advised me, i would have to pay a ridiculous charge as I am still in contract, I explained the situation, how this is not been done out of choice, I literally do not have anywhere else to live. I asked to speak to a supervisor, there was no one available, I told him I do not accept these charges and want my concerns escalated, as these are not normal circumstances and should not be seen as such. The agent told me they would issue a complaint and quoted me the complaint number, last night I received an email from the complaints department, claiming my issue has been resolved, at no stage did I agree that we had reached a resolve, so now I believe the agent did not carry this role correctly, and was trying to just get me off the chat.

 

I have been a customer for years and have had no plans at all to cancel as , we have always been happy with the service provided. It's is ridiculous that Virgin Media would expect the same rules to apply to someone being in breach of contract through choice and those who are literally going to have no where to live, due to their landlord selling the property.

 

 

  • Gareth_L's avatar
    Gareth_L
    9 months ago

    Thanks for your time today Conall23.

    I'm glad we've been able to help with the account and incorrect charges.

    I wish you all the best in the future.

    Gareth_L

12 Replies

  • Gareth_L's avatar
    Gareth_L
    Icon for Forum Team rankForum Team
    9 months ago

    Hello Conall23.

    Thank you so much for bringing your situation to our attention on our community.

    I don't know how to even comprehend how you must be feeling right now being made homeless and then having to pay disconnection fees on top of this.

    I'd love to step in here and help get everything sorted, that way you can concentrate on getting back on your feet and get your life back together.

    If you don't mind, I'll need to send you a private message to pass security. 
    If you can check the logo at the top right of your screen that would be great. 
    Gareth_L

    • kachow95's avatar
      kachow95
      Joining in
      8 days ago

      Hello, i have been homeless. I dont have a home and i am back and forth between the accommodation of friends of family. I called an operator to cancel the virgin yet i am still expected to pay the £300 cancellation fee. 

      • Carley_S's avatar
        Carley_S
        Icon for Forum Team rankForum Team
        8 days ago

        Hi kachow95 

        Welcome to the Community Forums. 

        Sorry to hear about your situation with your housing and the early disconnection fees for your account. 

        There would be early disconnection fees for cancelling a contract before the minimum term has expired. 

        If you have been given an eviction notice, then this would be treated as a home move where we can check if the new address is serviceable to be able to transfer the contract/service over. Should the new address be unserviceable, then this would fall under our terms and conditions for non-serviceable addresses, where it’s possible to be credited back your Early Disconnection Fee. The team would need you to provide us with some valid evidence of your new address, and we’ll check it and get back to you within 30 days. The value of your Early Disconnection Fee will then be credited to your account should the address be outside of our network. 

  • Gareth_L's avatar
    Gareth_L
    Icon for Forum Team rankForum Team
    9 months ago

    Thanks for your time today Conall23.

    I'm glad we've been able to help with the account and incorrect charges.

    I wish you all the best in the future.

    Gareth_L

    • Conall23's avatar
      Conall23
      Joining in
      9 months ago

      Gareth was a massive help today. Issue resolved with no problems. 

      Thank you!

  • MB112's avatar
    MB112
    Just joined
    12 days ago

    My son is jn the same situation as you. He was told he still has to pay his contract. He is in a zero hours contract and is struggling.

    • Sabrina_B's avatar
      Sabrina_B
      Icon for Forum Team rankForum Team
      12 days ago

      Hi MB112 👋.

      Thanks for reaching out to us and welcome to the Community Forums, sorry to hear your son is having issues with his contract. Has he reached out to our Collections team to discuss this and potentially look into a package review. We would highly recommend this, we are limited to what we can do unless he reaches out to us directly.

      • MB112's avatar
        MB112
        Just joined
        12 days ago

        Hi Sabrina 

        Thank you for your reply. He has called Virgin Media a few times to explain what has happened and has been told that he must pay the contract.

        He has been on a casual contract for over a year now, he has been looking for permanent work. Where we live is 1 months rent deposit and 1 month rent in advance. This is a lot of money to try to gather up. Plus as he is on a casual contract I think the landlords will not give him the chance as he could be made unemployed and they won't take that risk so he is currently sofa surfing which is extremely difficult.