Cancelled VM broadband - Disconnection 'Delayed'

[PMM2]

Hi

Virgin media customer for 6 years. I requested cancellation of my broadband service on 24/11/23 after zero clarity from agents on what would happen when I moved house if VM wasn't available in the area. Numerous other issues, but pointless to go into here. I had been out of contract for a few months prior to this. 

Virgin agent confirmed my cancellation 24/11/23 - I was unhappy with the 30 day notice, but apparently policy is policy. I was told my service would end 24/12 and received a final bill which was paid immediately. 

I was contacted subsequently by a member of the retention team, and again told them I had no intention of continuing with VM. I have already set up an account with another provider. 

I received a further bill today (29/12/23) for £30.60, due on 18/01/24.

I contacted customer services who told me my disconnection was pending & had been 'delayed' - now due to take place on 24/01/24. I told them I had no intention of paying a bill for a service I had cancelled.  After some waffle - they agreed that I didn't need to pay this bill & would receive a 'credit' whether I paid it or not. 

I requested they confirm this in writing / email - they said they were unable to. They refused an escalation to a manager. My concern is that if I don't pay, it will affect my credit score - I'm half way through applying for a mortgage. 

Is it normal for Virgin to generate a bill after the contract should have ended? Can anyone confirm what the contact centre agent said in terms of not needing to pay? At no point did they say it had been generated in error, just that there had been a delay. 

It shouldn't be this difficult to end a contract and have it confirmed. 

[Molly_T · Accepted solution]

Hi PMM2 👋 welcome to the community! Thank you for posting. 

So sorry to hear these concerns about your disconnection and subsequent billing. 

In general terms, if moving to a non-service area, you are able to leave without penalty - providing we receive evidence that this is the case. You can read more about this in our EDF policy here 👉 virg.in/EDF . You can also find more general information about cancellation here 👉 How to cancel Virgin Media broadband & TV | Virgin Media Help .

We would need to take a closer look at the account to see what has happened and offer further insight and support. We can then ensure any cancellation is being correctly processed too. We will just need to send you a PM to confirm a few account details so we can arrange this for you.

I will do this for you now - you can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 🌞
 

[PMM2]

Just leaving a public message here to thank Molly for resolving my issue, and for providing an excellent customer experience. 

[Alex_RM]

Great to hear Molly was able to help PMM2 🙂

Thanks for letting us know!

Alex_Rm