My partner set up our 12 month contract broadband with Virgin Media when we first moved into our flat in London in 2019. Everything was fine for these 12th months, likely because we did not have to deal with Virgin customer service. At the end of our 12 month contract, the prices were going to be hiked up, so we shopped around and found a much better deal elsewhere.
We contacted Virgin and told them we would be leaving at the end of the contract as we had found a better deal. They then offered us a comparable deal. We were apprehensive to accept as we had been considering moving flat within London and didn't want there to be any issue with early cancellations. However, Virgin media assured us they supplied a service to all of London and that we did not need to worry as we could move our contract to a new address if we did move. Based of this information we accepted the contract. However this was the first lie.
Fast forward to January of this year we have found a new flat, still within zone 2 London, and as advised we called Virgin media and told them we would be moving. This is when we were informed that actually we had been lied to and that Virgin did not supply all of London, including our new address. We were upset and angry that we had been lied to when we signed our contract, however the customer service rep explained to us that Virgin Media was currently in the process of installing their service to the area and our new address and by the time we moved in March our new address would be supplied. We were somewhat relieved to hear this and that we wouldn't be hit with the early cancellation fee. The customer service rep assured us it would all be okay and that we would shortly receive email confirmation. This was the second lie.
Today, after not hearing any further information or receiving email confirmation from Virgin Media, my partner, who has the account, got nervous and called them to confirm again. This is when he was told that he had in fact been lied to for a second time and that they would not be supplying our new address and that we would have to pay the £200+ cancellation fee.
It is upsetting and stressful to have been so mislead by Virgin Media, multiple times. We have not been able to make other arrangements for WiFi at our new address, as we were told by Virgin we did not need to, and now we will likely not have WiFi for several days after our move, which is not easy considering we work from home. We have filed a formal complaint but may not hear back for 28 days, which is stressful considering we move before then. Any advice on how to proceed?
