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peggy_ca's avatar
peggy_ca
Joining in
2 months ago

Moving House - Evidence to remove early Cancellation Fee

Hello,

I am moving house and am unable to receive Virgin Media broadband at the new property so have cancelled my broadband package. An early cancellation fee will be charged to my account however, because Virgin are unable to provide the service in the new property the person on the phone during the cancellation said that I can send evidence of my new address via email to remove this fee.

However, no email address was provided and I haven't received any further emails from Virgin with guidance on where to send this. I emailed HomeMovers@virginmedia.co.uk after finding a different thread with this address in but have received no reply.

Any help is greatly appreciated!

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  • peggy_ca's avatar
    peggy_ca
    Joining in
    2 months ago

    I have already returned the equipment, but I just received a return box from Virgin Media at my new address. Do I need to bring this box back to an O2 store?

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      2 months ago

      Hi peggy_ca, 

      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 we're unable to provide a broadband service at your new address, resulting in you needing to leave us. Usually, once the disconnection is set up, the House Movers team will reach out to you via email. We'd love to take a look in to things but have been unable to locate you on our systems using your forum credentials. 🙁 We will need to confirm some information with you in order for us to proceed with checks and we can advise from there. 

      I have sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. :)

      Thanks,