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Superfast
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How do I leave without paying a penalty

tl;dr - I was promised no cancellation fees. I've requested my PAC and been told I have to pay over £40. How do I get Virgin to honour their promise?

Despite using the coverage checker, it turns out that I have poor reception at home. I spent literally hours with customer service trying to improve reception and set up call forwarding. Neither was possible. I kept asking for my PAC and kept being refused. Eventually they said I could leave with no penalty as I first requested it within the first 14 days.

I used the website to request the PAC, and it told me I had to pay penalties of over £20 per SIM.

Since then, I've tried repeatedly to contact customer service via chat - but I never get answered.

How do I get Virgin to waive the early cancellation fees as they promised?

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Re: How do I leave without paying a penalty

Hi edent,

 

Thanks for your post and for reaching out to the community forums. Sorry to hear that you have been having mobile connection issues. Is this for a SIM only service or for a mobile contract? 

 

Cheers,

Corey C

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