Forum Discussion

theredjack's avatar
theredjack
Joining in
6 days ago

Shocking disconnection process and customer treatment

After 18 years of being with Virgin Media in its various forms the time has come to quit. They want to hike my bills up from £65 per month to £177 (bargain offer only £140 from retention team). 

I told the retention team that I wanted to disconnect 10 days ago. 

They now want to charge me a full 30 days at £177 as they say I haven't given notice.

Apart from the gross unfairness of treating your customers like this after all that time and when you are not willing to make a competitive offer can anyone explain to me the logic of:

  1. Retention team can sign you up to renewals and new services verbally but when you say you want to give notice this doesn't count? How can that be fair?
  2. Why can't I download my services during the 30 days or they waive the early release fee?

It just seems insane. Any advice or do I just have to stump up the £177 and treat it like a very bad relationship break up?

As an extra LOL when I try and look at other options I see in the URL "customer exclusion" when it searches for offers - are they trying to tell me something?

4 Replies

Sort By
  • goslow's avatar
    goslow
    Alessandro Volta
    6 days ago

    How did you originally give VM your 30 days notice to cancel? You may need to collect evidence of when exactly you did that via a DSAR

    https://www.virginmedia.com/help/dsar

    When your minimum term period (with a discounted price) comes to an end, your price goes up to the 'standard' price for the package.

    You need to complete your minimum term period to avoid any early disconnection fees.

    Some manage to give their 30 day notice to coincide with the end of the minimum term period and so minimise the effect of any standard price increase.

    If your disconnection date falls part way across a period at your discounted price and standard price, you should be charged pro-rata for each period.

    VM continues to bill you as normal right up to the date of disconnection so you also have to consider when your normal billing periods and direct debit payments fall within the above timescales.