Being made homeless with no fault section 21 notice and still being made to pay cancellation fee

[Lopez26]

We have been given a no fault Section 21 notice but with the current housing climate we have nowhere else to move other than in with family, with no certainty on how long we will have to live there. Our family already have virgin media services and we are going to have to contribute to the existing bills, including the virgin media contract, but virgin media have told us they cannot cancel without a cancellation fee and are expecting us to pay for our existing contract and that of our family. I cannot believe that they cannot provide any other support in situations like this when people are already struggling, through no fault of their own, especially in a cost of living crisis. We simply cannot afford to pay for two separate contracts and are already in a tricky situation with having to leave our home and uproot our family. I am so disappointed with the service I have received from virgin both online and over the phone, it is like talking to a robot, with no regard for the difficulty we find ourselves in. I would have thought that being loyal customers for the past 2 years and being faced with an unexpected change in circumstances virgin media would try to help and support. Please can some help be provided? 

[Lopez26]

We are in the same situation. We have been given a Section 21 notice at no fault but we have nowhere else to move other than in with family. Our family already have virgin media services and we are going to have to contribute to the existing bills, including the virgin media contract, but virgin media have told us they cannot cancel without a cancellation fee and are expecting us to pay for our existing contract and that of our family. I cannot believe that they cannot provide any other support in situations like this when people are already struggling, through no fault of their own. I am so disappointed with the service, especially having been loyal customers for past 2 years. There is no consideration for people’s changing circumstances. 

[jpeg1]

That's a very sad story. As we have seen before on here, VM are heartless and only care about their money.

If you were moving to a house where VM couldn't connect you, they would not insist on the balance of your contract payment.  I'm just wondering if this might apply where VM is already installed there, or would they insist on installing a second connection in the same house.

Alternatively, are your family still in contract with VM, or could they leave without penalty?  In that case, they could cancel with VM and you move your connection there.

[MikeMurray]

Hi, just to let you know that VM resolved this for me.  We were in the exact same situation.  When the team reach out to you just make sure you have all of your details including the section 21 and it will be sorted.  They are a good team (on here), I guess the people on the phone support just read from a script.  Good luck.

[Cardiffman282]

Yeah as Mike says the VM forum team should be able to work with your s21 notice letter. Offshore customer services, on the other hand, won't have a Scooby. 

[Lopez26]

That is great to hear that they managed to sort it for you, I hope they can do the same for us. Thank you!

[Alex_RM]

Hi Lopez26,

Thanks for posting and welcome to our community 😊

Sorry to hear of your situation, so I can get a few more details from you I've popped you over a private message.

Alex_Rm

[David_Bn]

Thanks for coming back to the thread @Lopez26.

I understand that this has been picked up by one of my colleagues - via our private messaging function.

Do work with them on this matter, and hopefully a suitable outcome can be provided.

Thanks,

David_Bn