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Cancelling broadband

nicolejohnson28
Tuning in

I recently got evicted from my house and everytime I ring to cancel my broadband, I get told that I have to pay a cancellation fee of £139.11. It's not our fault that we got kicked out and we have now been moved into temporary accomodation. I can't use the WiFi now so there's no point in paying. I understand the cancellation fee but I wouldn't be cancelling if I didn't get evicted. I saw another thread where someone had the same issue. 

9 REPLIES 9

Carley_S
Forum Team
Forum Team

Hi @nicolejohnson28 

Welcome to the community forums 

So sorry to hear that you've been evicted from your home and with your concerns over the early disconnection fees. Early disconnection fees are still usually valid if customers have been asked to move home. Are you able to take your services to your new address? You can check this on the postcode checker here.

If so, then speak with our Movers team here and they'll be able to transfer the services to your new address. 

 

Here to help 🙂
Virgin Media Forums Agent
Carley

I don't have a new address because we have been moved into temporary accomodation. We don't need the WiFi now and there's no point in paying for it. Someone said on a different post that you don't need to pay it if you've been evicted 

If it's a section 21 eviction the forum team should be able to help you https://community.virginmedia.com/t5/Managing-Your-Account-Cable/Served-section-21-Dreding-the-early...

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Are you not able to transfer the services to the temporary accommodation? 

If you've been asked to leave by your landlord as your tenancy isn't being renewed and you're moving into a non-serviceable property, then the movers team will still be able to support this. We'd just need proof of your next address and early disconnection fees would be waived when this was provided and checked at our side. 

If you've been given a section 21 or section 8 notice then we might be able to assist further in raising this to be looked into. 

 

Here to help 🙂
Virgin Media Forums Agent
Carley

The temporary accomodation is a hotel so no. We are classed as being homeless now.

Hello, I have a similar situation. Have been kicked out by section 21 and am now homeless but can't cancel my internet without paying a fee of £139

Hi Nicole,

Thank you for confirming you are unable to take the services with you due to being in a Hotel at the moment, so we can look further into this for you I have sent you an invite into a private chat, please look out for a white envelope to accept.

Regards

Paul.

Hi Nicole

Thank you for joining me in a private chat, glad I was able to help, we all need a little help sometimes, I hope everything works out for you, if you do need any further help/ support you know where we are.

Regards

Paul.

Thank you so much!