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Carisbrooke's avatar
Carisbrooke
Joining in
6 months ago

Exit fee waiver

I cancelled my broadband as I'm moving to a new address that Virgin does not service. I was assured that the exit fee would be waived if I sent proof of my new address to  homemovers@virginmedia.co.uk, so I forwarded a copy of my lease and my account details. Two weeks later, Virgin has not acknowledged my emails and when I call customer service they advise me to re-send the documents to the same address (which I did a week ago, still no response). Virgin has now billed me for the termination fee, and I'm at my wits' end. Has anyone else faced this issue and managed to resolve it?

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  • Vikki_M's avatar
    Vikki_M
    Icon for Forum Team rankForum Team
    6 months ago

    Hi Carisbrooke

    Thanks for your post and welcome to our community.

    I'm sorry to hear about the issues you're having with the contract termination fees. 

    I'll send you a private messgage now so I can help :).

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