Virgin Media Community

[macfifi68]

We are being posted to an area where there is no Virgin coverage, therefore we cannot take the service with us.  I rang to inform of our new address and they informed me that we would have to pay a cancellation fee due to leaving during the contract period.  When I queried about the covenant they said that because the contract was in my name and not my husband (who is the serving member) it would not be waivered.  I was under the impression from the signed document by your CEO that the covenant extended to soldiers and their families.  We have had this situation a fair few times with other providers having been a forces family for over 20 years and this is the first time that we have been asked to pay the fee.  Could you add some clarity to this.

[newapollo · Accepted solution]

Hi macfifi68,

I hope this helps.

This is a link to the  Virgin_Media_Corporate_Covenant.pdf 

Under section 2.1 it states

Virgin Media recognises the value serving personnel, reservists, veterans and military families bring to our business. We will seek to uphold the principles of the Armed Forces Covenant by,  .......

"Have created a process that will allow forces personnel to "freeze" their Virgin Media contracts (as customers) whilst on active duty for up to 8 months at a time."

[John_GS]

Hi macfifi68

Thanks for posting and welcome to the community.

I'll PM you now to assist further

Kind regards,

[macfifi68]

Hi there

Reference our conversation in May, I just rang to cancel today and they told me I was informed wrongly about retracting the fee and state I have to pay it? Any thoughts on how I now take this further, I’ve emailed the executive team thus far. 
Thanks

Fiona 

[David_Bn]

Thanks for coming back to us @macfifi68

Sadly John's offline today so I'll seek to have this picked up for you

Check out the purple envelope in the top right hand corner for me

Kindest regards,

David_Bn