Sec21 served, facing homelessness and told to pay extortionate early cancellation fee.

[Customer77]

I've been a loyal and happy customer of Virgin Media for 20 years but am being forced to have to cancel my contract early due to being served a no fault section 21 notice (landlord wants to sell and so is evicting us). Due to current cost of living and housing situation, we have nowhere to go except to stay with family for a while. Spoke to customer service agent on phone, who told me I'd need to pay £500 to cancel the contract! Can't transfer my service because family are already VM customers with similar amount of time left on their contract. I really can't afford to pay this and it feels very unfair given that I have no choice but to cancel- believe me, I would much rather be staying in my house and continuing my contract if I could...! I'd never have signed up to a new 18month contract if I'd have known. The lack of empathy and consideration of mitigating circumstances is very disappointing. Really hoping someone can help to sort this out please. 

[Daniel_Et · Accepted solution]

Hi @Customer77, thank you for your post and welcome to the Virgin Media Community.

We're really sorry to hear about the situation you find yourself in and that you feel this way.

In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

Regards,
Daniel

[Customer77]

Very pleased to say that this has been sorted now. If anyone else is experiencing a similar issue,  it's well worth posting on here- I got a reply very quickly and Daniel has been incredibly helpful and responsive. 

[Daniel_Et]

Hi @Customer77, thank you for your kind words.

If you have any further queries, please don't hesitate to contact us.

Regards,
Daniel

[Mai61]

Hello,

Similar issue here.

Me and my family have been loyal customers to Virgin Media for many years but I am having problems with them. I renewed my contract in May with the intention of continuing with the contract and paying the monthly figure. However, as of Monday, I have been kicked out, due to no fault of my own and I am now homeless. I do not have another permanent address for the service to continue to. I am couch surfing and I am a student, I was paying for the package at my Mum's house. I explained this for over 3 hours to Virgin Media customer services but I was being told that I'd have to pay over £700 as an early termination fee or they could put me on a cheaper payment plan. I explained constantly that I am struggling financially,  I do not have the money to pay for the contract anymore and I will not have any money until I begin University again, however I would not be going back to my Mum's house so there was no need for me to continue paying for the package at an address where I won't be accessing the service or even living at. I also told Virgin that I was having to contact other companies regarding my situation and that I was struggling financially. I'm really stressed out and upset with how Virgin has been dealing with the situation,  there was no empathy or understanding and they kept telling me about the 30 day cancellation period I had after I had begun the contract. I wish I never renewed the contract with Virgin if this was how they were going to handle things. I asked if there was anything they could do for exceptional circumstances like mine, but the agent I was speaking to was trying to push through with the termination fee??? Where do I get that money from when I'm struggling to pay even the monthly fee?

I hope someone can help with this.

Thank you 

[Molly_T]

Hi Mai61 👋 Welcome to the community forum! Thanks for joining this thread, and posting some of your feedback. 

So sorry to hear about what's going on for you, and the subsequent experience with our services in trying to get things sorted. Under the terms of our Early Disconnection Fees, if you are moving to an address which is not serviceable you would not be liable for any EDF's. You can read more about the policy here 👉 virg.in/EDF - we usually just request some evidence of you moving to a non-serviceable property. 

I'd like to offer some help, but will just need to take a closer look at the account to do so. I will send you a PM to confirm a few account details so we can investigate what's happened at our side, and help get things resolved for you. You can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 🌞
 

[Mai61]

Update: 

I haven't managed to sort anything out yet, feels like I'm wasting time and going around in circles. 

[Daniel_Et]

Hi @Mai61, thank you for your post. We're sorry to hear you feel this way 😔

We'll respond to your latest private message as soon as possible.

Regards,
Daniel