Forum Discussion

Sa793's avatar
Sa793
Joining in
27 days ago

Early disconnection fee within cooling period

I renewed my broadband contract on 3rd of october and still being within the 14 days cooling off period i decided to leave, i spoke to the agent on live chat and was recommended to go for the one touch switch then on 17th october still being in the cooling off period, i signed up for brsk broadband. I recieved an email from Virgin media stating that there will be an £0.00 early disconnection it was on done via one touch switch. When Brsk got installed on 5th of November, On 7th of November get an email from virgin media of a final bill of £510.75 early disconnection fee. I went on virgin media live chat and raised complaint and also sent a written complaint to virgin media. Spoke to live chat agent was told i left virgin media after the cooling off period of 14 days. On 18th November i got a call from the manager from Virgin media saying the same thing as the live chat agent that i left virgin media outside the cooling off period. When i mentioned i recieved an email when going for one touch switch of £0.00 he denied virgin media media sending such email even i have all proof. After being on call for 18 minutes with the manager his outcome was to close the complaint. Now i will take this further to the communications ombudsman after receiving weak support from virgin media.

3 Replies

  • goslow's avatar
    goslow
    Alessandro Volta
    27 days ago

    Were you still in a minimum term with VM when you renewed on 3 October or outside of your original minimum term period?

    How did you notify VM of cancelling the renewal within the 14 day cooling off period, or were you expecting the OTS process to do this?

    • Sa793's avatar
      Sa793
      Joining in
      27 days ago

      It was passed the minimum term of contract when i renewed on the 3rd of october.

      I notified vm via live chat to the agent that i want to cancel and followed the one touch switch as recommended by the agent.

      • goslow's avatar
        goslow
        Alessandro Volta
        27 days ago

        Suugest you gather some evidence of the live chat via a DSAR

        https://www.virginmedia.com/help/dsar

        which will confirm your instruction to cancel the renewal in your 14 day cooling off period which seems a key part of the required process and your case for no EDF.

        When you cancel a renewal you would normally revert back to the previous contract and, from there, would either give VM 30 days notice to cancel or switch via OTS. OTS can truncate the 30 day notice period based on the go-live date of the new service AIUI.

        I am guessing that VM will argue something along the lines that your new package was never cancelled and so the 14 day cooling off period lapsed while waiting for the OTS activation date on 5 Nov.

        If VM has closed you complaint you should be able to go to the ombudsman via the process below

        https://www.commsombudsman.org/our-process

        and see what they make of it.