I’m repeating this post as I think my previous attempt was deleted.
after over 20 years I am having to leave virgin as I’m moving to an in serviceable area. My thanks for my custom for what I suspect is around 25 years is not a gold watch, but a bill for £85 for the the termination of my contract. I would have loved to stay with virgin but after this I doubt I would ever come back, even though fibre will be coming to the area next year. Another good customer lost
Hey evaporator, thank you for reaching out and I am sorry to hear about your billing issue.
Just to confirm we do not charge any disconnection fees if you are moving to a none serve address, did you send the evidence or let the team know about this?
As I have to give notice that I’m leaving, I’ve obviously not moved yet. I’m hoping that I’m in in the very short deadline of 28 days to get a utility bill to prove I’ve moved. It would be nice to be just trusted after 25 years as a paying customer. All it takes is to see that my house is sold on right move and also the address of the property I am moving to is sold on rightmove. I can understand it for people who have not been with the company very long.
Hi evaporator,
We are sorry you feel this way. We would require the proof of address in order for the movers teams to be able to process the refund of the disconnection fees. This is the standard process and something that can't be changed I'm afraid. We always take on board the feedback given in the posts we receive so we can collect the information and use it to learn more about the areas we need to improve. We'll be sure to pass this on.
Good luck with the move and let us know if you need anything else in the meantime.
Many thanks,
Ok, I’m glad you’re trying to improve the service. Can I make this suggestion. Moving house is a stressful time and getting all your ducks in a row is a nightmare. As for disconnection,I have to give notice to you but, when I’m in the hands of solicitors to know exactly when that is, and I have to guess when that is, and then I’m told I’ve got 28 days from the day I’ve told you I’m moving to supply you with a utility bill from to house I may not be in yet. My Suggestion is that 2 months would be more reasonable. Thanks for your reply anyway.
