Forum Discussion

HarryP2's avatar
HarryP2
Joining in
7 months ago

Virgin Media Web Messaging History Request

Hey, 

Is someone able to please help me access my Virgin Media Web Messaging History? 

I previously spoke to a VM agent in August 2024 about cancelling my current virgin media contract because I was moving to a new address that does not have access to virgin media / internet. The agent said I would not pay an early disconnection fee as virgin media was not available. This was also considered my 30 days of notice for moving address. I would please like the history of this chat. 

I have now received a final bill from Virgin that includes an early termination fee. I contacted VM tonight and the agent said that I have to pay the early disconnection fee, irrespective of moving to a new address that does not have virgin media. Additionally, VM has stated they do not have early disconnect fees online here. 

The final bill is also charging me an additional £110 for equipment return charges. I have sent the equipment back which will return before the final return date but they may not receive it before the direct debit but I am still being charged for this? 

The VM agent I was also speaking to today about this topic ended the conversation without warning after I had not replied for 6 minutes because I was trying to find evidence of VM saying termination fees are not charged if VM is not available at a new address. This was also after I waited 5 hours for an initial response to my first message contacting VM. This is very poor customer service in regard to not honouring what was first offered to me and ending the chat without warning.  

  • Kath_P's avatar
    Kath_P
    Forum Team
    7 months ago

    Hi HarryP2, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear there has been some confusion around the early termination fees. When the account is cancelled due to no service at the new address, the movers team will contact you asking to provide proof of the new address. Once that is provided, they then write the fees off. Equipment return charges are also not usually added until 30 days after the disconnection. 

    I think it's best for us to take a closer look at things for you but in order to do that I will need to confirm some information with you to pass security. I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

    Thanks,