Forum Discussion

stockport1965's avatar
stockport1965
Tuning in
12 days ago

No VM in area

We took out a contract on April 1st. As there was a possibility we would be moving this year, I asked via we chat, what would happen if virgin not available.
We were told the contract would just be cancelled and no fees would be due
Now we are being told, we have to pay the full amount.
I have just read on another community members question, that we pay the amount in full and then that gets refunded when we confirm with evidence as to where we have moved.
Is that the correct advice

6 Replies

    • Anonymous's avatar
      Anonymous
      11 days ago

      "Moving outside our network area, but still within the UK? It’s possible to be credited back your Early Disconnection Fee. Just provide us with some valid evidence of your new address, we’ll check it and get back to you within 30 days. The value of your Early Disconnection Fee will then be credited to your account.  "

      It’s ‘possible’ to be credited back, not ‘you will’. Wonder what the criteria are for deciding this? Also ‘we’ll get back to you within 30 days’, so a month, during which time, no doubt they will generate a new bill, including the EDF, and expect you to pay it, otherwise it gets handed over to their world-class debt collection people, who, effectively will ‘send the boys round for a chat’!

      “The value of your Early Disconnection Fee will then be credited to your account.”, what account? The person has left and no longer has an account with VM. Suppose that they have already paid the EDF is, say £350 (or whatever) credited to a now dorment account, is it sent as a cheque (quaint, yes I know, stop sniggering at the back).

      This really isn’t clear at all as to what the procedure is or how it works in practice.

      • Molly_T's avatar
        Molly_T
        Icon for Forum Team rankForum Team
        11 days ago

        Hi Chayce613 👋 Welcome to the community forum! Thanks for joining this thread to make your first post. 

        Sorry to hear your concerns about Early Disconnection Fees, and some of the finer details surrounding the Terms & Conditions. 

        Here's a few links to additional information - Our Terms & Conditions 👉 https://virg.in/legals , and Early Disconnection Fee policy 👉 virg.in/EDF . 

        If you are moving within the UK to an area where we cannot provide services, we ensure there is a special kind of complaint raised to log your dispute of the EDF's and then the team reach out via email with details of what evidence can be provided as proof of address to the non-serviceable property. (And how to submit these.) They then review your evidence, and get back in touch to let you know the outcome. Providing the proof of address meets the non-serviceable criteria then any EDF's are removed. 

        There are also a few exceptions where we will waive EDF's as a goodwill gesture following review of your personal circumstances. (For example, in the case of a bereavement.)

        We don't pass your details to any debt collection agency until there's been an outstanding amount on the account for an excess of 90 days. We do reserve the right to transfer your debt to a 3rd party if it is not paid - this is laid out in your contract T&C's which are agreed to when joining our services. 

        Hope this helps answer your concerns - if there's anything we've missed, or if you have a specific case we need to offer further support with please let us know!
        Wishing you all the best. 🌞

  • Tom_W1's avatar
    Tom_W1
    Icon for Forum Team rankForum Team
    12 days ago

    Hi stockport1965 thanks for posting although we're sorry to hear of the concerns you've raised here.

    Yes that is correct, partially - so the early disconnection fees will display on your final bill, but the team applies a credit in time to ensure they're not debited, when appropriate proof is supplied.

    Does this help or do you need any further assistance?