Forum Discussion

Celia101's avatar
Celia101
Tuning in
5 months ago

Moving abroad - early disconnection fees but told didn't have to pay

DO NOT TRUST VIRGIN MEDIA! We are disgusted. Virgin has absolutely lied to us and scammed us. Customer service is non-existent. When switching to Virgin, I was on the phone with a sales agent for over an hour, double checking that we would not be fined for leaving Virgin soon after joining (we were planning to move abroad later in the year). The Virgin sales agent assured me that Virgin couldn't provide services abroad, so we would be able to cancel their services free of charge. So when I called to cancel a few months later, I was shocked to find that Virgin were demanding us to pay £330 to cancel their services. I told them about the conversation with the sales agent, and they didn't want to listen at all. Apparently it's in our contract that if we cancel, we owe money. But I was told the exact opposite when signing up. So I'll be raising this with the ombudsman, because we've been completely scammed by the Virgin Media sales department! We will never ever ever again use any Virgin services, can't trust them AT ALL.

 

 

[MOD EDIT: Subject title changed for clarity]

    • Akua_A's avatar
      Akua_A
      Forum Team
      5 months ago

      Hi Celia101 

      Welcome to our community forums and thank you for your first post. 

      Sorry to hear you had this experience with our sales team when you first joined us. As mentioned by goslow, if you are moving outside our network area, but still within the UK, it’s possible to be credited back your Early Disconnection Fee. However, it is a different case if you are moving abroad. We would be happy to take a further look into this if you wish. We have sent you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.

      Thanks,

    • Akua_A's avatar
      Akua_A
      Forum Team
      5 months ago

      No problem at all Celia101 Please do not hesitate to contact us if you need any further help 🙂

  • Celia101's avatar
    Celia101
    Tuning in
    3 months ago

    Hi.

    Thank you for sorting out the Virgin media issue. I have however just noticed that we are being charged for an O2 Sim card £6 per month.... This was part of the Virgin package, which we finished the end of November.
    Can you stop the money coming out for the O2 Sim also. Thank you

    Celia

  • Celia101's avatar
    Celia101
    Tuning in
    2 months ago

    Hi again. Please, please, please stop charging me. I have never used this number. It was provided as part of a Virgin Media package deal we were mis-sold on.
    Virgin Media accepted we were mis-sold and cancelled their contract, but I keep trying to contact O2 complaints to make sure this stops, but it keeps happening. This is causing me a huge amount of anguish. Please stop taking these payments.

    Regards

    • Ayisha_B's avatar
      Ayisha_B
      Forum Team
      2 months ago

      Hi Celia101 

      Welcome back to our Community Forums and thanks for your post.

      Is it in relation to a phone contract?

      What has O2 advised?

      • Celia101's avatar
        Celia101
        Tuning in
        2 months ago

        Hi Ayisha

        Yes, when we took the package with Virgin Media, we said that we might be moving abroad and we were told that it wouldn't be an issue as we would stop the package as we would be leaving the country. Obviously this was mis sold, and thankfully Virgin Media looked into this and ended the contract. However, we were also sold the O2 Sim, the salesperson she said that it wouldn't cost us anything extra as it will be wrapped in with the package. 

        Virgin kindly cancelled the Virgin media package, but the O2 Sim monthly payment has kept running. O2 were not very help (and almost impossible to contact), so I contacted O2 complaints, but again, they replied with gibberish and said the would be closing the complaint. So yesterday, I contacted the Communications Ombudsman to try to get this sorted.

        O2 account number is [removed]

        Regards

        [MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]