Account Cancellation

[Compbck]

On 20th December 2023 I moved to a new broadband provider, who was able to reduce my costs substantially, after having been with Virginmedia for about 7 years.

When I contacted Virginmedia Support and asked that my account be cancelled I was informed that they needed 30 days notice before my account could be cancelled, and despite my Virgin Hub/phone socket being disconnected, I was promptly charged the sum of £67.25 in January 2024 for a service that had been replaced on 20/12/24.

Having been a loyal customer for 7 years, plus the fact I was no longer tied into a current contract, I was rather hoping that I would have received a little more consideration from the company.

So I now leave Virginmedia with a bitter taste in my mouth.

[Cardiffman282]

I don't generally say this but I would say VM are quite correct here. The 30 day notice requirement is not a secret and has always applied regardless of whether you are still in the discounted period of your contract or not. You will find the same will apply with your new supplier. 

[SilverFox17]

Firstly, if I may, you have described yourself as 'a loyal VM customer', rubbish, if you were then you would have stuck with VM regardless, you are a disloyal, mercenary customer only interested in who will cost you the least, reagrdless.

And good for you! Because that is exactly how it is geared to work, loyalty, generally works both ways, what you see as 'loyalty', VM see as 'mug' to be ripped off!

Anyhow to the legality of this, yes VM do require you give them a minimum of 30 days notice, fair enough, however VM work mon the basis that they continue to bill you up until the last moment, on the grounds that you might change your mind and stick with them (yes, fat chance but whatever!)

Because of this, the billing cycle carries on, so, depending on the dates of said billing cycle, VM's automated systems will probably raise a bill for you, which they expect you to pay, and then (theoretically) they refund you afterwards, based on the dates that you left.

And you might think that 'this isn't fair and is just a way to screw a few extra pound out of customers', i would point  out that VM is a company drowning in dept and could probably do with every pound they can get their hand on.
 Hey look, I'm not defending this, just explaining the way it works....!

[Compbck]

Thank you both for your kind responses. I would point out that remaining a customer for a period of 7 years whilst prices increase every year purely for a telephone and broadband connection that dropped out regularly and failed to achieve the speeds that were promised is being loyal. It is unfortunate that Virginmedia was the only company available in my area when I moved there, but since then BT/EE have now installed full fibre connections, providing a massive increase in broadband speeds, and a less cumbersome cabling, and many more of my neighbours are now contemplating moving to the BT Full Fibre model, which is also far cheaper for a very much improved connection, and customer supply who actually answer calls for assistance. On many occasions, I rang off having had to wait extended periods of time whilst seeking technical assistance. Also, as a result of the move to BT, I was able to acquire a custom model phone account with EE, that suited my business requirements.

[Ashleigh_C]

Hi there @Compbck 

Thank you so much for your post and welcome back to the community forums, it's great to have you here.

I am so sorry to hear that you are now leaving and a big thank you to our community members for their help here so far. Does the bill now make sense? A final bill will be sent after disconnection with a credit back for services paid for but not used as we do bill a month in advance.

If you would prefer we take a closer look into this with you via a private message please do let me know and we will be happy to do so.