Forum Discussion

JoJoHagan's avatar
JoJoHagan
Joining in
13 days ago

Termination fee

I tried to stay with Virgin after the initial period but couldn't get a price point to work. Once out of the initial contact I switched to a new contract with a 14 day cooling off period. A few days in to that I got a better deal with Sky so they notified Virgin of the switch.

The issue was that Sky could only get an engineer and switching date 3 days after the cooling off period ended. I contacted Virgin to see what the options were and I was happy for the service to end in the cooling off period, and have the 3 days without broadband.

I managed to get a phone call with an operator who assured me that because I'd given notice and they had official contact from Sky that I would not be considered to be out of contract.

The switch happened and now I have a bill from Virgin for over £500 for early disconnect fees.

I can't speak with anyone as every option results in the call being disconnected and I can't raise a complaint as I'm not an existing customer anymore.

Anyone have any ideas on how to have a discussion to get a solution? I had to take the advice from the operative I did manage to speak to, but that isn't how the rest of the organisation sees it. I'd have agreed a different solution if given other choices.

Thanks 

  • Buffer6's avatar
    Buffer6
    Legend
    13 days ago

    It sounds like you're dealing with a very frustrating situation—getting conflicting advice and being hit with an unexpected charge is deeply unfair. Here are some ideas to help you move forward and resolve this:

    1. Write a Formal Complaint: Even though you're no longer a customer, you can still file a formal complaint. Virgin Media is obligated to address written complaints. Send your complaint to Virgin Media Complaints, Sunderland, SR43 4AA or email them through the contact form on their website. Include all details—dates, conversations, and the conflicting advice you received.
    2. Use Alternative Contact Options: If phone calls aren't working, try reaching Virgin Media through their live chat on their website, their social media channels (like Twitter or Facebook), or their community forums. Sometimes, public complaints on social media prompt quicker responses.
    3. Contact the Ombudsman: If Virgin Media doesn’t resolve your complaint within 8 weeks, escalate it to CISAS (Communications & Internet Services Adjudication Scheme). They’re an independent body that handles disputes between telecom providers and customers.
    4. Check Your Rights: Under UK consumer law, you have protections in situations like this. The operator’s advice led you to believe there would be no fees. This could be argued as a "misrepresentation," and Virgin Media should honor what you were told.
    5. Citizens Advice: Contacting Citizens Advice or Ofcom for guidance can be helpful. They can explain your rights and assist you in navigating the dispute process.
  • goslow's avatar
    goslow
    Alessandro Volta
    13 days ago

    The ombudsman for VM is the Communications Ombudsman

    https://www.commsombudsman.org/

  • Beth_G's avatar
    Beth_G
    Forum Team
    13 days ago

    Hi JoJoHagan

    Thank you for your post, welcome to the Community Forums.

    I'm sorry to hear you've received unexpected early termination fees from us following your switch to Sky.

    I've popped you over a private message so I can look into this for you.