Terrible Service when Moving Home.

I am due to move to a new home that is not currently supplied by Virgin Media, meaning I cannot take my services with me. I gave Virgin Media my new address and moving date, I was told I would be given an email address to which I should send proof of my new address so they could waive the early cancellation fee.

I did not receive any such email, I had to find an email address myself. I emailed a copy of my mortgage agreement but heard nothing back. I had to start a very convoluted web chat, only to be told the evidence I had sent was not acceptable, I asked why and was told that they did not know. I resent the email with the mortgage agreement in a different format. I wrote in the email that I would like conformation that the evidence was received and that it was satisfactory. Again I got no response.

I have since printed the mortgage agreement and sent a hard to copy to Virgin Media, writing in the accompanying letter that I would like a response to confirm receipt of the documents and that they are acceptable. I have had no response.

I have tried to call Virgin Media to discuss the matter, but have been on hold for hours. This feels like a deliberate attempt to run the clock down until the 28 day limit on sending proof of address is reached, and they can then charge me the cancellation fee. 

I would like to have taken my Virgin Media services to my new home, but, through no fault of my own, I am unable. I now feel that Virgin Media are treating me like I have done something wrong and, unless I can prove otherwise, will charge me a huge amount of money. I have the documentation to prove my new address, but it feels like I am being blocked at every turn when I try to submit my evidence.

Before this, my experience of Virgin Media was positive, the services were always reliable. The way I have been treated since telling them I have to leave has left me feeling angry and I would now avoid ever having anything to do with them in the future. Moving house is stressful enough, without having to battle Virgin Media to avoid charges that I simply shouldn't have to pay. The customer service has been disgusting.

I will be making a complaint to the communications ombudsman and I will not be paying the early cancellation fee as I have tried to do everything asked of me.