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Cancellation credit not received

Joining in

Hello all

I cancelled my broadband contract in January since I was moving to an address not covered by virgin media. I provided proof of my new address and returned the router but I was still charged the full cancellation fee amount of £181 and have not heard anything about a refund. Considering I provided all the information before the billing date I feel I should not have been billed at all.

How can I check if the credit has been applied to my account and what address a cheque is going to, if it has even been issued?




Forum Team
Forum Team

Hi Alessandra, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums.

We're sorry to hear that you moved to an area we're unable to provide service too. Usually there is a back office team who applies the credit once the relevant proof has been received. We can certainly take a look at an update for you but in order to do that I will need to confirm some information with you to pass security. 

I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊


Forum Team

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