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Cancelling because I am moving

The only way to contact them seems to be by txt message with no reply.

Web chat doesn't work, customer services shut, the numbers you can phone just play music with no one answering.

Any way to contact them?

 

Looks like I will never be a Virgin customer again after this.

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Re: Cancelling because I am moving

only two ways to cancel.

1) call CS (select the "i'm thinking of leaving" option)
2) write to the advertised address as per the Ts&Cs of your contract.

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My Broadband Ping - spgray

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Re: Cancelling because I am moving

I'm in exactly the same position, fortunately VM is not available where I am moving to. I spent two days waiting on a reply to my message- their "preferred" method of contact, the phone service to report a house move has been disconnected "due to Covid19", there are no email addresses to contact anyone and no business addresses to be found anywhere. It is appalling customer service. I suppose they'll find out when the direct debit is not paid but that seems a very unsatisfactory way to deal with this.

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Re: Cancelling because I am moving

don't select the "house move" option as you're not wanting to move your account to a new address.
select the "i'm thinking of leaving" option.

business address to write to cancel is clearly mentioned in the published Ts&Cs.

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My Broadband Ping - spgray

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Re: Cancelling because I am moving

Hi, thx for replying.

 

Finally managed to get through then put through to an Indian call centre?

There is no service at the new property, 13 months left on the broadband contract, they are telling me that the disconnection fee is £240. my contact with phone is £27, this seems an excessive amount, is it correct?

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Re: Cancelling because I am moving

Hi

That does seem excessive. I understood that if you cancelled as a result of moving home and you couldn't take VM with you then they would waive the cancellation fee. I can't imagine how you'd get out of that tho.

Fortunately I am well out of contract.

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Re: Cancelling because I am moving

i'm not aware of any waive of cancellation fee.
if you are moving then you are breaking the contract, thus ETF are applicable.

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My Broadband Ping - spgray

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