Forum Discussion

ChinHut1103's avatar
ChinHut1103
Just joined
15 days ago

My mum has been charged for leaving her contract early when its out of her control.

My mum was given notice on her property very suddenly and had to move. We contacted Virgin to explain the situation and wanted to query if she could put the account on a freeze or if she could keep paying for the service until she found a new house. As she had not found a new house by the time she had to leave. She is still currently homeless, and she and my sibling are living with me and my partner. They have now sent her a huge cancellation fee that she cannot afford right now, and I also feel she shouldn't have to pay when she didn't have control! She did not leave through choice, and I thought a company of this scale would have better options! We have tried phoning and online chatting, and keep getting sent from pillar to post! I understand it is not the people we talk with's fault, but even if she does have to eventually pay, does anyone know if we can put in a complaint or anything that will be noticed? Things to change for people who get in these situations, as I know my mum won't be the only one! 

1 Reply

  • David_Bn's avatar
    David_Bn
    Icon for Forum Team rankForum Team
    14 days ago

    Thanks for reaching out to us ChinHut1103, and a very warm welcome to you!

    Sorry to hear of the unexpected issuing of the early disconnection fees to your Mother, upon disconnection of her services due to a house move.

    When customers sign a contract with Virgin Media, they would be expected to serve a minimum term, which can either be 18 months or if this is a contract that has been issued within the last 6 months, a 24 month term.

    If a customer leaves their property, we would require a forwarding address to be issued so we can ensure that the services can be transferred over to their new property if required.

    However if a customer is not able to advise of a forwarding address or simply doesn't want to transfer our services over to their new address, the early disconnection fees would be applicable.

    There may however be some circumstances where a customer is unable to take their desired action and can be adjudicated further to see if we're in a position to offer any help.

    Check out the envelope in the top right hand corner for a private message from me.

    Thanks,

    David_Bn