Operator provided wrong email address to waive cancellation fee

Question

Hello,I've been trying to get in touch with VM in regards of sending proof of new address, to get refunded/cancelled the early disconnection fees as my new address isn't covered.I was told I would be sent an email with the email address but this hasn't happened so I contacted the online support, but they provided me an email address that bounces emails.The email address they sent is housemovers@virginmedia.co.uk but the email was immediately bounced back.I also sent an email to homemovers@virginmedia.co.uk but I got sent an email stating they don't monitor that account?Which one is the correct email address? Do I have to go through the Ombudsman to get my fee waived?

Steven_L · Answer

Hello andreamt93,
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 trying to get your cancellation fee removed.&nbsp;
I'd be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
 Kind Regards,
 Steven_L

magdac · Answer

this is so frustrating , we moved to the area where there is no Virgin coverage , I did the postcode checker . Sent all the documents confirming my new address to "homemovers@virginmedia.co.uk" no response. no response via what's up&nbsp;

magdac · Answer

Please can anyone contact me ref the above issue . I have been with Virgin for many years and moved to the area where you don't provide network coverage . I tried to call, what's up and emailed&nbsp;

goslow · Answer

Steven_L replied to you yesterday via PM, it says below.

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Operator provided wrong email address to waive cancellation fee

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