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Trying to cancel broadband

Joining in

Hi everyone, due to the cost of living crisis I having to move away on the 30th of this month. The VM contract is still ongoing until the 2nd of November (so approx 2 months left I guess) and I have called VM to request a cancellation.

They explained that there would be an early disconnection fee of 72 (which is fine even though I was told it would be 50 before) BUT I need to pay a usage charge (which based on what was said by the agent sounded like the monthly payments but the agent did not explain).

I asked how much this would be in total but they would not clarify. Is this correct?

Would it not be cheaper to just keep the service running then?

Why pay for something that is not being used?

The agent then said they would transfer me but ended the call after an hour long wait. How can I make a formal complaint about this? 



Very Insightful Person
Very Insightful Person

Hi maritime2 

Is the address you are moving to in the UK and can VM provide a service at your new property?

If it's a UK address and VM can't provide a broadband connection as it's not serviced by them then this may help 

I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
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Forum Team
Forum Team

Hi @maritime2 thanks for posting and welcome to our community.

Sorry to hear that there's confusing information about cancelling your services.  And for any inconvenience your experience may be causing you.  I would love to take a look on your behalf. I am going to send you a private message. Please keep an eye on your inbox in the top right of your screen.