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pjamesesq's avatar
pjamesesq
On our wavelength
7 months ago
Solved

Moving house. No Virgin coverage. Cancellation fee ?

I am moving on the 1st of November to a property where Virgin does not currently provide services. I called to confirm that, as I was not able to continue with Virgin, I would not be charged a contract cancellation fee. However, I was told that I would indeed be charged a cancellation fee, which would be reimbursed once I had proved that I was in residence at a property which Virgin does not serve. 

It seems bizarre that I have to prove that my new property does not receive Virgin services, when Virgin have already told me it doesn’t !

  • nodrogd's avatar
    nodrogd
    7 months ago

    Stops people giving random addresses to VM in order to get out of a contract they don’t want anymore.

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  • nodrogd's avatar
    nodrogd
    Very Insightful Person
    7 months ago

    Stops people giving random addresses to VM in order to get out of a contract they don’t want anymore.

      • Ilyas_Y's avatar
        Ilyas_Y
        Forum Team (Retired)
        7 months ago

        Hi pjamesesq Thanks for reaching out to us on the Virgin Media forums. 👋🏼

        We do require proof of the new property in the account holders name to prevent any cases where customers are trying to get out of their contract early without paying termination charges.
        Once the evidence is provided, we will waiver off the termination charges.

        Kind regards,
        Ilyas.

  • lizvan's avatar
    lizvan
    Joining in
    2 months ago

    I am moving house and gave sufficient notice and confirmed that virgin does not offer services in my new area.  I also provided evidence of my new address, yet I am still going to be charged.  I do not have 382 in my bank account and cannot get hold of anyone at Virgin.  Why am I still being charged?

  • lizvan's avatar
    lizvan
    Joining in
    2 months ago

    I am moving house and gave sufficient notice and confirmed that virgin does not offer services in my new area.  I also provided evidence of my new address, yet I am still going to be charged.  I do not have 382 in my bank account and cannot get hold of anyone at Virgin.  Why am I still being charged?

    • Molly_T's avatar
      Molly_T
      Icon for Forum Team rankForum Team
      2 months ago

      Hi lizvan 👋 Welcome to the community forum! Thanks for joining this thread, and letting us know these concerns about Early Disconnection Fees when moving to a non-serviceable area. 

      You can find a bit more general information about EDF's here 👉 virg.in/EDF . Usually when you raise a disconnection to us, it's processed along with a request to review the EDF's if you are disputing them. You then are contacted by the team to provide any evidence we may need to review your case. 

      We'd need to take a closer look at the account to offer further support with this. 

      I will send you a PM to confirm a few details and investigate. You can find the PM in the top right corner of the page 📩 in your Inbox. We can then return to this public thread with another update when possible. 

      Thanks for your patience in the meantime! 🌞

       

    • jpeg1's avatar
      jpeg1
      Alessandro Volta
      2 months ago

      @lizvan

      Be sure to check your credit reference files, because VM will put a default against you at the slightest excuse,  and then be reluctant to remove it.  Many cases reported on here.

    • Molly_T's avatar
      Molly_T
      Icon for Forum Team rankForum Team
      2 months ago

      Hi All 👋 Just returning to this public thread to keep it updated!

      Thanks to Lizvan for PMing with me! We were able to confirm the details we needed to investigate and offer support. I'm pleased to confirm the evidence needed to clear the Early Disconnection Fees was provided, and these have now been removed. 

      Hopefully this resolves everything, but just let us know if there's anything else you need! 🌞