Service not as promised - disconnection fee
Been with Virgin for approx 9 years, having loyalty punished year on year with ever increasing prices compared to new deals. Moved house several times due to service needs in the Armed Forces and always taken VM with me. I've now left the forces, moved one final time and on this move was told I'd have to have a stream box with no multiroom capability instead of my 360 box with additional box, I was told all of the wonderful benefits of the stream box that I could do things like add sports channels at a whim and then remove when no longer needed (sounded great as I mainly watch football) could do the same for other channels and apps. Following the installation of this we have had nothing but problems, it took over 2 weeks to activate the entertainment package which I then couldn't switch off on demand. My VM app kept stopping me from adding channels by suggesting I needed to call. I couldn't add channels through the stream box itself as technical errors occurred 100% of the time. I decided that it was time to cancel this service. Called customer services. Explained the service was not as promised and that I would like to leave, no mention of EDF across the phone call. No follow up communication stating anything about an EDF. Final bill was generated and paid. Then last night I had an email saying another bill generated which included around £950 EDF and that will be taken in 2 weeks. Has anybody else had instances of this where nothing was mentioned at all to them. Especially in instances where the service is absolutely not as promised. Any recommendations on how to resolve this.How can I pay HUGE Disconnection fee ?
We are being forced to leave our home with our 2 very young children after a section 21 due to our landlord wanting to move back in after selling their own home. This is obviously no fault of our own, we are expecting to end up in emergency housing as we have yet to find anywhere else to live with only a week and a half to go so are unable to transfer our service and yet we are expected to pay over £200 early cancellation fee? we would have happily taken our service with us as we have previously had no problems but as we are likely going to be living in a hotel room this obviously won’t be possible? how are we expected to be able to oh over £200 on top of all our loving and storage costs as we have to put effectively our whole house in storage, I just don’t know where they expect us to find the money 😭 does anyone have any advice? Many thanksNo Response from Homemovers
I am due to disconnect on 20/05/2024 I spoke to Virgin Media about the early disconnection fee. They said as I am moving to an area they cannot supply, I won't need to pay the EDF. Part of the message added below. I have since sent them a water bill, and a council tax bill with the new address which they cannot supply. The two emails were sent to homemovers@virginmedia.co.uk as requested. I have had no response and I am quite concerned this EDF is going to be applied. I have spoken to them several times and no one seems to be able confirm if the EDF has been removed. "If you can provide us the required documentation showing your new address within the next 28 days we will apply a credit to your account removing the early disconnection fee. Once you confirm, you will receive an email to your registered email address which will outline all of the details and required documentation you need to provide to us. Upon sending the documentation a correspondence will be sent back to you detailing the next steps. The documents that will be accepted are: Bank Statement Mortgage Information Rental Agreement Driving Licence Insurance Documentation Utility Bill"