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Contract disconnection cancelled by Virgin and now getting billed.

Tuning in

I planned on switching to BT as they are offering a better deal along with EE's bundle. BT had said they'd buy us out of the contract by offering credit equal to the early disconnection fee.

I requested for disconnection on the 23rd of August 2023.
I had been notified that disconnection of services requires one month of notice so services will still run until 22nd of September and will be disconnected on that date. I have been quoted that the early cancellation fee will be about 250 pounds. Bill for the month of August had been paid on the 31st of August 2023.

A last minute counter offer precontract was offered on the 30th of August 2023 by email to which I did NOT accept nor confirm THROUGH the phone OR by email. I have called virgin media about this on the 24th of September 2023 wondering why I am still being billed for the service in which I had requested to be cancelled. They had said that the precontract had been accepted when clearly I did not accept it and that they will have an internal investigation and call me regarding this on a later date. I confirmed with the representative that any faults that may lead to prolonged billing will not be my fault and I would not need to pay for it.

Today, the 1st of October I have still yet to hear from them so I decide to call virgin directly for an answer. The representative said that the disconnection on the 22nd of September had apparently been cancelled for what ever reason and that a new disconnection had been initiated on the 24th of September??? I did not ask for the cancellation of the disconnection nor did I accept the precontract. On the phone I explained this to the agent but the powerless agent says I will be continued to be billed until the 24th of October and that will be my final bill and that my final bill will be 80 Pounds when my contract was 40 Pounds ??? Additionally on the My Virgin App, I see that the early cancellation fee is now 121.02 which is different from what I was originally quoted. I am currently on the phone trying to get to the cancellation team for answers. I dont care how much the early cancellation fee is. What  I want is to not be billed for any months after the 22nd of September.  If the problem has been solved I will either delete this post or update it. 

The solution I'd hope to get is for any bills after the 22nd of September to be either scrapped or credited in full.

Disconnection should have been on the 22nd of September. 


Accepted Solutions

Tuning in

Problem Solved. I had been credited 43.65 for the month of september to october to be refunded and the service has been disconnected as of today.

See where this Helpful Answer was posted


Tuning in

Problem Solved. I had been credited 43.65 for the month of september to october to be refunded and the service has been disconnected as of today.

Hi @testunot

Thank you for your posts and welcome back to our community forums. We're here to help.

I'm so sorry to hear of your experience and that you've now decided to cancel, though I'm glad that you've been able to get the help and resolution you were looking for.

Please do let us know if we can help with anything else.


Zach - Forum Team
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