Waving early disconnection fees

I was moving home and had to leave Virgin Media as they didn't have coverage at my new address. I rang Virgin to ask how I can get the early disconnection fee wiped. The first guy I spoke to hung up on me. The second guy reluctantly put me through to someone who (quite abruptly) said I should email homemovers@virginmedia.co.uk with a copy of my new tenancy agreement. I have emailed homemovers@virginmedia.co.uk with a copy of my tenancy agreement in order to have the early disconnection fee wiped. Since emailing, I've yet to get a response - which wouldn't usually prompt me to seek help elsewhere, especially with it being so soon, however after typing homemovers@virginmedia.co.uk into my search engine I have seen that a countless number of people have reported that they've waited weeks and still didn't get a response. It seems like Virgin don't like to wave the early disconnection fees!? I am submitting this message in hope to get a much quicker and definite response to help me get this resolved. Regards , Martin