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chelsea7632's avatar
chelsea7632
Joining in
2 months ago

Homeless Cancellation Fee

Hello. I've tried calling your customer service lines for assistance because I've been made homeless as the property I was living in has been condemned by the council. The was no electricity and mould growing everywhere. I am elderly and at risk because I have COPD and diabetes. Unfortunately the people on the phone are unable to waive any early cancellation fees.

I've been moved into emergency accomodation and currently staying in a hotel. I am unable to pay for my services with Virgin as I do not currently need them nor do I have the cash to do so. I cannot move the services into the hotel room that I am staying in. All of this is no fault of my own.

If someone can pick this up and assist I would greatly appreciate it. Thanks.

Kind Regards

5 Replies

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  • Robert_P's avatar
    Robert_P
    Icon for Forum Team rankForum Team
    2 months ago

    Hello chelsea7632

     

    We're sorry to hear of the change in circumstances and the impact this is having on you at an already difficult time health wise, we appreciate you reaching out to us via the forums for support at this time and welcome to the community.

     

    Have the local authority provided you with any written correspondence in regards to leaving the property and the reasons for this? Were eager to help if you can let us know so we can move this forward as best we can.

    • chelsea7632's avatar
      chelsea7632
      Joining in
      2 months ago

      Hello thanks for reaching out. Yes the Private Housing Team at Southampton City Council have condemned the property due to being a HHSRS Category 1 Risk. You can liaise with the person I've been dealing with for proof via [MOD EDIT: Email address removed from public view] and the Homelessness Team who moved me into emergency accomodation (hotel) can be reached via [MOD EDIT: Email address removed from public view]  . If you need any further information please do not hesitate to reach out. Many thanks.

      • Molly_T's avatar
        Molly_T
        Icon for Forum Team rankForum Team
        2 months ago

        Hi Chelsea7632 👋 thanks for getting back to us with this extra information! 

        I will send you a PM to confirm a few extra details and get you to send us over a bit of evidence to offer further support. 

        You can find the PM in your Inbox in the top right corner of the page 📩 - we can then return to this public thread with another update when possible. Thanks for your patience in the meantime! 🌞

  • magdac's avatar
    magdac
    Joining in
    23 days ago

    I have a similar problem , I emailed all the required information to prove that Virgin Media does not operate in my area -no response or acknowledgement , no credit. Please advise . thank you

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

      Hi magdac 👋.

      Thanks for reaching out to us, sorry to hear of the issues that you have been facing with some documents that you have sent. So that we can look into this we would need to bring you on for a private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
       

      Thanks.
       

      Sabrina