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UKAndyM's avatar
UKAndyM
Joining in
11 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?

 

1 Reply

  • Molly_T's avatar
    Molly_T
    Icon for Forum Team rankForum Team
    11 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! 🌞