Forum Discussion

johng94's avatar
johng94
Tuning in
2 years ago

Re: Virgin Media sales lies and subsequent bills

trying to resolve an early cancellation fee. Lies by multiple departments, wrong information on each call. I've had to explain what had been happening each time. Finally got through to a manager, no resolution. 'Case will be solved in 7 days' yeah right. I feel sick. No one cares. No one helped. I can't afford this fee they want. I was lied to by a sales team. I was lied to by the complaints team. Manager didn't want to help. No one seems to want to take charge. I feel sick. Don't sign up to Virgin. They are a disgusting organisation 

3 Replies

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    2 years ago

    Hi johng94, 

    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 you've been having an issue speaking to the team regarding early termination fees that you've been charged. When you disconnect whilst in your minimum term, then an early termination fee would apply. You can read more about this here. 

    If the reason for cancelling was due to moving and we are unable to provide services at the new address then the early termination fees may be waived as long as you can provide proof of the new address within 30 days of leaving. When speaking to the movers team, they will usually get the ball rolling for this process. 

    Please let us know more information about the circumstances around why you needed to disconnect and we can then help further. 

    Thanks, 

    • johng94's avatar
      johng94
      Tuning in
      2 years ago

      Hi Kath,

      I now understand the moving terms. The issue is I feel I've been misled on the initial sales call by the rep. This has been the issue the entire time. Everyone keeps avoiding this when I speak with them. No one is reviewing that first call. Because when I advise of my new address, as it technically can be serviced by virgin, the team members point this out. Unfortunately I don't control the utilities at this residence and cannot continue. I raised this scenario with the sales rep on the call, who advised it would be fine anyway. This is my issue and it's not being resolved. No one is helping and I'm very frustrated and upset as I cannot afford this bill. 

      • Paul_DN's avatar
        Paul_DN
        Icon for Forum Team rankForum Team
        2 years ago

        Hi johng94,

        We are really sorry to hear this, if the services are available in the p[property unfortunately any early disconnection fees would stand, we are sorry you feel like you were misled when taking our service, you can find out more around early disconnection fees here.

        Regards

        Paul.