Forum Discussion

gemhad87's avatar
gemhad87
Joining in
2 years ago

Old provider disconnection fee and wrong information given

Hi Steven,

I have the same issue. I signed up to Virgin Broadband at the end of last year due to a door to door salesperson advising me that Virgin would cancel my existing contract AND pay the early disconnection fee. I was very clear and told him that we had over 12 months left in our existing contract. I provided our existing account details and he said this would be fine and Virgin would pay the fee to get our business.

I have now had Virgin fully installed today and rang to query how I go about getting the existing provider paid off to be told that this is not a possibility and they will not pay the charge. I'm absolutely disgusted that I was encouraged to sign up to this new broadband contract fraudulently!

I have since spoken to someone in the call centre who advised she has referred it to the 'Deadlock Team', but I'm not filled with confidence based off my experiences that this will be resolved. Can you offer any help or information in my situation please?

Many thanks,

Gem

 

 

[MOD EDIT: Post split to create own thread]

  • Steven_L's avatar
    Steven_L
    Forum Team
    2 years ago

    Hey gemhad87,

    Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your account since taking our services. 

    If your issue has been passed to deadlock there wouldn't be much help that we could offer from here as the team would have referred this to the deadlock team, if a resolution could not be agreed. 

    Kind Regards,

    Steven_L