Early disconnection
Hey friends, hoping someone could sense-check the following before I go and dispute a £720 early disconnection fee.
Started a contract with VM in June 2023 for 18 months, expiring December 2024.
Moved to a new address in January 2024. Issued a new contract and account number and received an email from VM to ignore the term length of the new contract: "your terms, including the end date of your contract, will remain the same as they were at your previous address".
Moved again at the end of October 2024 (student life), used the new moving form which says you will keep your existing contract. Did not receive a new contract from VM by email.
As the contract was due to end, I switched to a new provider (Sky) in mid November. VM emailed about the switch and confirmed the early disconnection fee would be £0.
Well, we've received a final bill for £760, of which £720 is an early disconnection fee. They have provided no breakdown of this fee or timeframe that this covers, so there's no way to know how they've arrived at this figure. This seems wrong as we were:
- Emailed by VM to say that our early disconnection fee would be £0 (see above).
- Should be at the end of our contract anyway.
I spoke to VM over live chat about the £720 and they said they would review it offline and email me with an update. All I've received is a new bill for exactly the same amount from their automated billing system.
Anyone had a similar experience? £720 is so much money and I can't even raise a complaint because my account has no active service 🫠. Am I going crazy or are Virgin Media saying one thing to my face (ignore your contract date, your early disconnection fee is nil) and then doing another?
