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Vm_agent_victim's avatar
Vm_agent_victim
Joining in
15 days ago

Misled by Customer Service Agent – Unexpected Early Disconnection Fee

My broadband contract was due to end on 16th May 2025 , and my final bill should have been £35.90 .  

 

On 4th April 2025 , I contacted an online customer service agent to inquire about canceling my service. The agent misled me into canceling immediately , stating that my final bill would be £32.06 .  

 

However, I have now been charged £69.12 , including an early disconnection fee of £47.58*, because I canceled 12 days before my contract end date .  

 

Had I been properly informed, I would never have canceled early just to end up paying more than my original bill.  

 

I would like clarification on why incorrect information was provided and whether Virgin Media will address this issue.  

Billingissue overcharged needhelp
broadbandcancellation
compensation
customerserivce
earlytermination
earlyterminationfee
Helpneeded
virginmedia

2 Replies

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  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    15 days ago

    Hi Vm_agent_victim, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you've been charged an early termination fee. When calling to cancel your services, we would usually advise there is a 30 days notice period. The only exception to this is if using the One Touch Switch system. 

    We'd like to take a closer look at things this end for you but in order to do that I'll need to confirm some information with you to pass security. 

    I've sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. :)

    Many thanks, 

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    14 days ago

    Hi Vm_agent_victim, 

    Thanks for sticking with me via private message. 

    I'm glad I was able to get everything sorted for you and put your mind at ease. 

    If you have any further issues, please pop back to us in the Community. 

    Take care,