Forum Discussion

NL1990's avatar
NL1990
Joining in
18 days ago

Moving Abroad - Cancellation Fee

I am moving abroad soon and have attempted to cancel my plan, only to be informed that there is a cancellation fee, meaning I would have to pay the remaining cost of the contract. According to the following link (Early Disconnection Fees | Legal | Virgin Media), it is stated that if moving to a location in the UK where Virgin cannot be provided, customers are eligible for a refund on their plan. However, this does not seem to apply when moving abroad. It seems inconsistent, given that the circumstances are similar in nature and that I do not even have the option to transfer my plan.

I must say I find this situation quite disappointing, as it feels like a poor way to end our relationship with Virgin Media. It’s disheartening to encounter this issue when trying to make arrangements for an international move. Is there anyone at VM that could help with this issue?

  • goslow's avatar
    goslow
    Alessandro Volta
    18 days ago

    I am not sure you will get too much assistance from VM other than to confirm that your understanding of EDF is correct and that a move overseas can/does generate EDF when you are still in a minimum term contract period.

    You are unlikely to receive a reply from the VM forum team here in ‘Community Natter’. A VIP or moderator might move your topic to a better forum, such as ‘Managing Your Account – Cable’ to get a VM reply.

  • Cardiffman282's avatar
    Cardiffman282
    Trouble shooter
    18 days ago

    It is correct but I agree that it does seem in some ways illogical and inconsistent. I've had a look and can't see any other providers that does waive EDFs when the customer goes abroad. Saying all of that just because it's not in the Ts and Cs doesn't necessarily mean it can't happen. 

  • Paul_DN's avatar
    Paul_DN
    Forum Team
    17 days ago

    Hi NL1990,

    Thank you for reaching out to us in our community and welcome, we understand you are moving overseas and are unhappy with the Early Disconnection Fees due to still being in contract, we understand this isn't great to hear, as you are moving to another country, this is in our Terms and Conditions.

    Regards

    Paul.