Forum Discussion

UKAndyM's avatar
UKAndyM
Joining in
2 months ago

Moved House Contract Restarted

We moved house in July 2024 and took our virgin service with us. 

We are now out of our contract date and started a switch but Virgin are saying we owe a £1268.28 cancellation fee. I called last month to give our notice and was told the moving team did not correctly update the contract end date and the agent had filed a "suppression" so we would be able to cancel. This doesn't seem to have been done.

Now I can't get in touch with support and keep getting sent in loops on phone and chat support.

Please can someone at Virgin help resolve this?

 
  • Molly_T's avatar
    Molly_T
    Forum Team
    2 months ago

    Hi UKAndyM 👋 

    Welcome back to the community forum! Thanks for posting. 

    Sorry to hear these concerns about your billing and potential Early Disconnection Fees. We'd need to take a closer look at the account to see what's happened and offer support. 
    I will send you a PM which you can find 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! 🌞