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Early Termination Charge

DWCNT
Joining in

I am trying to cancel my contract since I'm moving abroad. Because the contract lasts for 7 more months, I've been told that I have to pay an early termination charge, which would have been a normal thing in most cases. However, this wasn't what I agreed with.

I first had an 18 month contract, which ended in August 2023. Being a student, I requested a 12 month contract available for students when renewing, because I knew I wasn't going to be here for another 18 months and I wanted to reduce the amount of termination charge. However, they told me that a 12 month contract wasn't possible, but instead offered an 18 month contract without any cancellation fees. They said they promise there will be no additional fees when cancelling the contract.

I called Virgin Media today to cancel my contract and found out that I had to pay the early termination charge. They told me that there are no such notes on their side when I asked about the renewal condition. Why would they leave such a note when they can take more money if they didn't? Did I have to ask for a proper legal document or something?

I'm not too sure about this, but I remember being asked if it's okay to record the conversation for training reasons. I don't know if they keep these data for a year, but I believe that's the only way to prove my memory.

Is there any solution to this?

3 REPLIES 3

Cardiffman282
Super solver

Yup. Demand all call recordings and other data from VM and raise a formal complaint in writing with a view to escalating to the Ombudsman. Links are below. 

---------------
Cancel VM here
Complain to VM
here
Demand compensation from VM here
Demand your call recordings here
Monitor the state of your VM connection here

Thanks for your reply. I've checked the link you've provided, but it seems like recorded calls are only available for 180 days. Is it still worth making a complaint without the record?

It is indeed if only as a requirement to escalate it to the Ombudsman. 

---------------
Cancel VM here
Complain to VM
here
Demand compensation from VM here
Demand your call recordings here
Monitor the state of your VM connection here