Waving early disconnection fees

[mbeck]

I was moving home and had to leave Virgin Media as they didn't have coverage at my new address. I rang Virgin to ask how I can get the early disconnection fee wiped. The first guy I spoke to hung up on me. The second guy reluctantly put me through to someone who (quite abruptly) said I should email homemovers@virginmedia.co.uk with a copy of my new tenancy agreement. I have emailed homemovers@virginmedia.co.uk with a copy of my tenancy agreement in order to have the early disconnection fee wiped. Since emailing, I've yet to get a response - which wouldn't usually prompt me to seek help elsewhere, especially with it being so soon, however after typing homemovers@virginmedia.co.uk into my search engine I have seen that a countless number of people have reported that they've waited weeks and still didn't get a response. It seems like Virgin don't like to wave the early disconnection fees!? I am submitting this message in hope to get a much quicker and definite response to help me get this resolved. Regards , Martin

[mbeck]

I meant homemovers@virginmedia.co.uk - that's who I emailed, not homemovers@virgin.co.uk (sorry about the confusion)

[mbeck]

Can a representative for Virgin please help me with this?

[carl_pearce]

It can take several days for a reply on here.

[Matthew_ML]

Hey mbeck, thank you for reaching out and a warm welcome to the community I am sorry to hear this.

It is not an instant reply with this team, it can take up to 14 - 21 working days however they are the correct team and they will reach out to wipe this do not worry.

If you have sent the correct documents over they will sort this out.

[mbeck]

I sent all the correct documents yes. I would appreciate a response, either by email, or in this thread, sooner rather than later as my anxiety is bad with the outstanding balance being high (and also liable to increase further the longer this takes). Kind regards, Martin .

[Carley_S]

The response will be via email as the team does not work for the community forums.  How long ago did you email the team with your documentation?

[mbeck]

I emailed them on Monday. My point is that I suffer frantically with Severe Generalized Anxiety Disorder, which effects me drastically each and every day, and having this hanging over me really isn't helping whatsoever! I am also requesting help from a VM representative on here as I have seen in various similar situations here that representatives have acknowledged posts and have PMed the people who're enquiring to help them get it resolved. Why should I be treated differently?

[Carley_S]

I'm not able to comment on the actions we've taken regarding similar queries, but if we can see that the customer has contacted the team and it is passed the timeframe that we advise that the movers team should've contacted back, then of course we can investigate this further. There is nothing we can do to expedite the process at this point. As you've only sent the email to the team this Monday, so 3 days ago, we'll need to allow the team the time to receive and process the documentation. Should they need anything further, they'll be in touch directly. 

Please do let us know if the team have not been in touch or you still have concerns after 21 days and we will investigate this further for you. 

[mbeck]

I turns out the early disconnection fee was already waved, however I wasn't informed of this until I reached out to VM using the live chat on the website. I appreciate the fee having been waved quite quickly, but a reply to my email informing me of this wouldn't have gone a miss. I still wouldn't know about it if I hadn't of used the live chat service to make enquiries.