Forum Discussion

Abblaw's avatar
Abblaw
Joining in
3 months ago

Military move - cancellation fee

I am moving home within the term of my Virgin Media contract due to a military posting, to a location that does not have Virgin Media. 

I was informed by the Virgin Media customer services that I would be able to fill in paperwork to receive a waiver to the cancellation fee in line with their policy for serving military customers, but now am no longer able to contact anybody through the customer services. 

Is there a contact for the military team, so that I am not charged a cancellation fee due to a move outside my control, and where I cannot take my service from Virgin with me?

I am unable to get any contact from Virgin Media customer services, despite being told when setting up my current contract that it would be possible to waive the fee if I was forced to move within the contract. 

5 Replies

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  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    3 months ago

    If you show evidence of the new address where VM is not available, they will let you go without a penalty.  This is a standard provision for all customers, not just military, so you should certainly be covered,

    If you hold on here, a VM person should be able to help.

  • newapollo's avatar
    newapollo
    Very Insightful Person
    3 months ago

    Hi Abblaw 

    Is the new home located within the UK or overseas?  The reason I'm asking is that the waivering of early termination fees for VM customers moving to a home that cannot be connected to its broadband network only applies if the new property is within the UK

    https://news.virginmediao2.co.uk/virgin-media-o2-ends-charges-for-off-net-home-movers/

    However, VM are signed up to the Armed Forces Covenant and in the past this has meant that any early termination fees are waived if the account holder is the service person being posted overseas.

  • Gareth_L's avatar
    Gareth_L
    Icon for Forum Team rankForum Team
    3 months ago

    Hello Abblaw.

    Thanks for bringing your request to cancel your account to our attention on our community.

    I can help from here.

    If you don't mind, I'll need to send you a private message to pass security first.
    If you can check the envelope at the top right of your screen, that would be great. 
    Gareth_L
     

    • abbdan29's avatar
      abbdan29
      Just joined
      7 days ago

      I am facing the same issue. My family and I are due to be posted overseas , despite quoting the Armed Forces covenant in the online chat I am still being told we will have to pay an early departure fee. Can anyone in VM help with this at all? 

      • Carley_S's avatar
        Carley_S
        Icon for Forum Team rankForum Team
        7 days ago

        Hi abbdan29 

        Welcome to the Community Forums. 

        Sorry to hear of your concerns with your home move. Which team were you speaking with? Was this the customer service team or the movers team chat? 

        You would need to speak with the movers team chat here, and then they would just require the proof of the overseas deployment to be able to waive the early disconnection fees. 

        The disconnection fees would be applied first, and then waived once the proof has been provided. This is the same when customers move to a non-serviceable address, the team would require proof of address before they can waive these fees.