Homelessness

I have been a customer with Virgin Media for my broadband for a few years, but in December I was made homeless due to no fault of my own. I contacted Virgin to make them aware of my circumstances and that I no longer had an address to have my broadband connected to. I was told that even though I was having to terminate my contract early due to becoming homeless that I am still liable to pay a cancellation fee, which due to being out of work with serious mental health problems and being on a very low income it just wasn’t possible for me to pay. Since December I have had NO contact from VM in terms of trying to resolve the outstanding balance with maybe a payment plan or something. But yesterday I received a message to say my balance had been passed to a debt collection agency (which is not something someone with poor mental health going through a very tough time needs). I have since called virgin media to be told that I am totally liable to repay these charges. I think this is absolutely disgusting that a company as big as virgin media have absolutely no compassion or understanding for their customers with vunerabilities and customers who have to terminate their services early due to homelessness. I didn’t want to end my contract, had I not been made homeless or just simply moved address(like I had previously and swapped the Wi-Fi over) I would have continued to be a paying virgin customer.