Forum Discussion

Annemarie24's avatar
Annemarie24
Tuning in
2 months ago

Out of contract cancellation fee

I must say I'm not very happy with virgin media, they failed to inform me my contract was ending on the 4th December. I have now paid a bill which covers upto the 20th December, I contacted them this morning to say I want my services to end on the 20th December as I don't want to pay anymore to them due to moving. However they are now telling me I have to pay £43 cancellation fee. And when I've called back they have said i will not be charged this fee, but can someone please check this information is correct. That i now owe virgin media nothing?

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    2 months ago

    VM contracts don't end, they just change from the initial 18 month period, to a rolling 30 day one. This also usually coincides with the loss of the 18 month discount, and a price increase.  

    • Paul_DN's avatar
      Paul_DN
      Forum Team
      2 months ago

      Hi Annemarie24,

      Thank you for reaching out to us in our community and welcome back, when your contract ends as Adduxi as rightly advised your contract then becomes a 30 days rolling contract without the discounts, if you do wish to cancel we request 30 days notice, this is part of our Terms and Conditions, if you do leave before the 30 days the charge will be added to your final bill.

      Regards

      Paul. 

      • Annemarie24's avatar
        Annemarie24
        Tuning in
        2 months ago

        But ther person i spoke to said there was no charges and to disregard the email I recieved about a cancellation fee. But is anyone able to check my account to make sure of this. As I didn't know my contract had ended as virgin media failed to inform me that the contract was ending/had ended. Therefore I shouldn't have to pay a cancellation fee, when I've already been mislead into paying more than what I should have done.

  • Annemarie24's avatar
    Annemarie24
    Tuning in
    2 months ago

    Absolute terrible company to deal with. They breached their own terms and conditions by failing to notify me of my contract ending which resulted in me paying more money for the service, as soon I saw this I wanted the service cancelled. And now they want a notification fee of £43 absolutely disgusting, they break their own rules and expect there customers to suffer for it by extorting money out of them. Well I'll be complaint to Ofcom and the media regarding this. 

    • Annemarie24's avatar
      Annemarie24
      Tuning in
      2 months ago

      This issue has now been resolved thanks to one particular webchat agent. Who took the time to really look into this issue and because of the confusion and messing about they have wavered the fee. 

      • Kath_P's avatar
        Kath_P
        Forum Team
        2 months ago

        Hi Annemarie24, 

        Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

        We're sorry to hear that there were some issues surrounding the end of your discounts. The cost of any discounts will be listed on your contract and the end date of the discounts is listed on each bill. We also send out an End Of Contact Notification to you before your contract comes to an end highlighting the new price and also any offers that may be of interest. 

        We can only apologise if you didn't receive the end of contract notification but are happy that the agent was able to reach a resolution with you. 

        If you have any further queries or questions, feel free to pop back to us in the Community. 

        Take care,