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Terminating Broadband - no help from Customer Service

I have asked Virgin Customer Services on the phone, and online using chat function, to:
1. Terminate my service at the date of my last bill (so it was all paid up)
2. Tell me how much was owed and get my approval to take that payment
3. Some loose talk about 'charging me for my modem, if not returned (?!) - but despite asking for clarification and a *means* to return the modem, I have had:
- no notification of termination
- no account status / final payment request (so I know what it will be and agree or otherwise)
- no word about returning the modem (so means to do so!)

I am moving house, to a property and I dont need my service as it is provided by another (Im renting)

HELP. I cannot allow you to take a DD out of my account without agreeing to any sum.

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Re: Terminating Broadband - no help from Customer Service

Hi davdhood,

 

Thanks for posting and welcome to our community 🙂

 

I'm sorry there's been some confusion regarding the disconnection, I've been able to locate your account using your forum details and can see that this has been resolved.

 

In regards to the final bill, you should be sent a paper bill once the account closed.

 

Equipment returns- if this is anything other than a Hub 3 or V6 it does not need returning, you can dispose of this in an environmentally friendly way.

 

Alex_Rm

 

 

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