Financial issues no support from retentions

Having recently being diagnosed with breast cancer. And a loyal customer for 18 months. I am in a very difficult financial situation.  Was paying £31.56. Did call to cancel a few times was then offered a lower deal. Agent was going to call back but never did. But some of the retention deals were obviously too high especially when i was struggling to pay for current services.  Then being offered 24 month contracts.  Now i am forced to cancel when i got the shock of my next bill of £84. Or 24 month contracts with prices over £34. Something unfortunately my temporary cisrcumstances might not financially permit.  Is there really no financial help you can support me with a temp illness.  Or atleast until my chemo ends and i get back to work.  Its really not a situation i was anticipating. But is there axtually nothing uou can do to lower the broadband deals for people with illnesses and distress. Or atleast morror them for their current nee customer deals as a mitigating circumstances   I am so very disappointed especially being given options to pay more money which i certainly dont have at the momemt. And then all the £84 will be taken in the next bill with a credit in july ad this is their systems..  I am being forced to look at other providers due to the horrible circumstances in my life.  Please could someone look into this and see if they can help me. I have disconnected today so that i dont have to pay more. Please can yoi help me.

Hi Humz​ 

Sending healing thoughts and upliftment.

Depending upon your financial circumstances you may qualify for the <Essential broadband> package** with VM  which would provide a low cost, low speed broadband connection

Essential Broadband is £12.50 a month for a 15Mbps connection.

Essential Broadband Plus is £20.00 a month for a 54Mbps connection

Essential Broadband Plus Flex is £12.50 a month for a 54Mbps connection with a one of set up fee of £20 for the Flex TV box which provides over 150 TV channels.

** You need to be on either Pension Credit, Universal Credit, Income Support, Income-based Jobseeker’s Allowance, or Income-based Employment Support Allowance to be eligible for Essential broadband packages.

Only the account holder receiving Universal Credit, Pension Credit, Income Support, Income-based Jobseeker’s Allowance or Income-based Employment Support Allowance can apply 

If you do qualify for the above then since you’re already in a contract with VM  they swap you over to one of the Essential broadband packages straight away and you won’t have to pay any fees or extra charges. Go to live chat using the above linked page for more details.

Also see https://www.virginmedia.com/legal/essential-broadband 

Hi again Humz,

Re-reading your post I'm unsure if you've actually closed the account by cancelling when you say that today you have disconnected.

When you called to cancel did you actually speak to retentions (cancellations)?  You get through to them by selecting  options 1, 4 and 4 when dialing 150 from a VM landline, or 0345 454 1111 from any other phone.

Often  the calls are picked up first by front line agents, and you need to insist on speaking to the retention team which have better offers than the front line agents.  

If you've just disconnected the equipment without cancelling then you still be charged by VM as you'll still be in contract, even if your discounted pricing has ended. If that's the case then they would pass it to a third party which may incure additional charges, black marks against your credit rating etc.

It might also be an idea to ask to speak to the Collections team by dialling 150, or 0345 454 1111. They sued to be contacted by selecting options 1, 1 and then 1 again. although I'm unsure if it's still the same options.  They normally help with people that are having problems paying or that have been cut off due to billing issues, however they are able to offer help in other financial situations, so they may be able to come up with a payment plan for reduced services?

I just wanted to say a huge thank you to John for looking into my issues and resolving it within minutes yesterday.  I cant thank you enough.  I really appreciate john contacting me from Virgin media and helping me out.