Forum Discussion

sandy1801's avatar
sandy1801
Joining in
20 days ago

Termination

I have been a loyal Virgin customer for over 25 years and I have persevered but now feel ready to give up. I looked into switching to another provider and was quoted 1300 pounds to end my deal. That is a disgraceful way to treat a customer of that many years.  It is making it impossible to have a choice. 

    • Molly_T's avatar
      Molly_T
      Forum Team

      Hi Sandy1801 👋

      Welcome to the community forum! Thanks for posting. 

      Sorry to hear you are considering leaving. Is there any particular reason? If you have had a specific poor experience or there's an issue with your service, please let us know so we can address this!

      In terms of leaving and Early Disconnection Fees, you can find full details of our EDF Policy here 👉 virg.in/EDF . As the community have already advised, EDF's can be applicable if you are trying to leave within your agreed fixed contract term, but there are a few exceptions outlined in the policy. (For example, moving to a non-serviceable address in the UK and providing evidence of this). 

      If you need to check your contract dates you can do so via My VM 👉 virg.in/myVM or just let us know and we can run through this with you via PM. 

      Thanks for your patience whilst we get a bit more information to offer further support. All the best! 🌞

    • carl_pearce's avatar
      carl_pearce
      Community elder

      Life lessons are sometimes difficult to accept, especially if you are wrong.

      Read all terms before agreeing to a contract.

    • unisoft's avatar
      unisoft
      Knows their stuff

      Sorry, but they are quite correct. You legally agreed to a minimum term contract. Period. Same as other ISP's have, it's standard.

      If you have a problem and it is not fixed, there is a dispute process for that...

  • Early disconnection fees are entirely standard across providers. Are you on a discounted 18 month contract? If you are not at the very start of one where you can exercise your 14 day cooling off period or are on a rolling monthly contract then you are stuck unfortunately. Some providers will help out a bit with EDFs but not to the extent you are being quoted. Eg EE

     

  • goslow's avatar
    goslow
    Alessandro Volta

    Are you still in a minimum term period requiring you pay early disconnection fees to cancel and leave?