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Daz1840392's avatar
Daz1840392
Joining in
2 years ago

moving home to a non serviced area

Hello I am moving home and i am in contract i want to take my internet service with me will you install virgin at my new address ? 

i have read online that the early disconnection charge will be waived if you cant provide service at my new address. providing i provide evidence of living at the new address 

Please advise 

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      • newapollo's avatar
        newapollo
        Very Insightful Person
        2 years ago

        Hi again Daz1840392 

        That's a shame. You haven't said but if it's a new build it's possible that it hasn't been added to VM's systems yet.   

        Is it showing on the /royalmail.com/update-your-address  page?

        Regardless of the outcome with VM, I wish you all the best in your new home.

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team
      2 years ago

      Hey Daz1840392,

      Welcome to the community and thanks for taking the time to post here on the forums. 

      That is correct that we would be able to remove any early disconnection fees. I have added the section of early disconnection fees section of our site here.

       

      If you’re moving outside our network area but still within the UK and give us some valid evidence of your new address, we’ll credit you back the early disconnection fee. When submitting your disconnection request, our team will explain the next steps and you’ll get a request for valid proof of your new UK address. If we get this back within 30 days and it’s validated, we’ll apply a credit to the value of your early disconnection fee to your account. If you’ve already been billed for your early disconnection fee before we apply the credit, we’ll still apply the credit to your account. As per paragraph N.11 of our terms and conditions, if there’s any credit remaining on your account after we’ve made the deductions, we’ll get in touch with you to refund you the remaining credit unless our costs to administer that refund outweigh the actual account balance. If that’s the case, we’ll donate the account balance to charity.

       

      I hope that this helps to provide re-assurance that we can waive the early disconnection fees for you. 

      Kind Regards,

      Steven_L