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SM13's avatar
SM13
Tuning in
14 days ago

Sold a lie about contract

I have been a client with Virgin since 2017, now due to work I have to move abroad. At the time of a new renew Feb 2025 I asked if I should stay without contract or do a new one and be able to cancel without costs. I was told "YES, you can cancel without costs when moving abroad if you provide proof". Now that I am moving at the end of April, provided the proof and still have to pay the cancelation fee (around £1000).
So it seems now the goal for virging is to Lie to clients and just make them pay more and more.

And you guys give out surveys to ask if we recommend Virging to others ...

9 Replies

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  • goslow's avatar
    goslow
    Alessandro Volta
    14 days ago

    The no-fee cancellation option only applies if you are moving to an area in the UK which VM does not service. The information you were given when you signed up was not correct.

    How did you renew? Depending on what method you used, see what evidence you can get by way of a DSAR

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

    but phone calls only have a 180 day retention period on them so you will need to act quickly if you need call recordings.

    VM will doubtless try to deny any incorrect info so you may well have to make a formal complaint to VM with a view to escalating to the ombudsman as explained below

    https://www.commsombudsman.org/our-process

     

    • SM13's avatar
      SM13
      Tuning in
      14 days ago

      It was done via Chat and I asked multiple times about what would happen when I moved abroad around April/May. It was not even the case "didn't read the first time", the person confirmed multiple times.

      • Matthew_ML's avatar
        Matthew_ML
        Icon for Forum Team rankForum Team
        14 days ago

        Hey SM13, thank you for reaching out and a warm welcome to the community, we are sorry to hear about this contact.

        As stated this only covers the UK not moving overseas, was this promised to you in any type of written format or was it just told to you?

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    14 days ago

    Complaints about Virginmedia mis-selling seem to be increasing, if the reports on here are any guide. If you believe you are a victim, make a formal complaint and if you don't get satisfaction take it to the Ombudsman. There's also Citizens Advice, who are familiar with VM.