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RH_mobile
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Contract buy out charge

Hi

I have received a buy-out charge for cancelling my sim-only deal with Virgin despite applying for an STAC code and switching within the 14 day cooling off period. Due to a change in my job, I would incur roaming charges on my contract hence why I switched.

The contract started on the 30th of September, the STAC was requested on the 6th of October and the charge was incurred on the 7th. I actually phoned Virgin Customer Services as well and they said it was cancelled within the period, so is it possible to remove this £51.81 bill?

Thanks

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Message 2 of 7
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Re: Contract buy out charge

You got the STAC on the 6th. When did you give it to your new provider? A STAC on it's own will not cancel a contract

Here are the details from OFCOM 

https://www.ofcom.org.uk/about-ofcom/latest/media/media-releases/2019/end-it-with-a-text-mobile-swit...

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RH_mobile
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Message 3 of 7
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Re: Contract buy out charge

Thanks for getting in touch.

I used the STAC to set up my new mobile account with 3 on the same day that I received the code from Virgin, so that would give another 4 working days within that 14 day return period for the account to be closed.
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Message 4 of 7
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Re: Contract buy out charge

So the 6th was a Sunday. That means (if the same rules apply as with PAC codes) it would not come into force till sometime on Tues 8th. Sill in the 14 days.

The buy out charge you mention seems a odd amount. Have you had a breakdown of what these charges are. 

I'll flag this post to the Team who will look into this

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Message 5 of 7
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Re: Contract buy out charge

The breakdown of the bill is:

Monthly charge - CR £12.38
Monthly Charge discount - £4.64
One-time charge - £51.81 - Contract Buyout charge
Overall comes to £44.07

This is for 12 month 4G 5000 mins + 10GB contract
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teabag
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Message 6 of 7
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Re: Contract buy out charge

The early buyout charge they are trying to charge you for, would have been calculated using these figures  https://www.virginmedia.com/shop/the-legal-stuff/early-disconnection-fees-paym-and-sim-only-contract

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BB 200 - Hub 3, Phone Talk w/ends, Mobile Sim only. Customer since 1993.
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Message 7 of 7
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Re: Contract buy out charge

As you were in the 14 days then the only charges should have been for the period of usage plus any charges incurred over your allowance.

Seems you are owed money

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