Extend disconnection date
I’ve been a Virgin Media customer for the past 10 years. Recently, I moved to a new area where Virgin Media’s service isn’t as reliable, so I decided to switch to a different provider. At the time of my move, I was in the 17th month of my usual 18-month contract. I made it clear to Virgin Media that I wanted to keep my existing contract unchanged, as I wasn’t sure how their service would perform in my new location and might consider continuing if things worked out.Everything seemed fine until I requested a disconnection after my 18th month contract . To my shock, I was hit with an 'early disconnection fee' of £1,461, despite the fact that I never signed or agreed to a new contract. After spending countless hours over two weeks explaining the situation, Virgin Media finally acknowledged their error and applied a credit to offset the charge. Fast forward to today, my new broadband provider can’t install my service until 8th May 2025, so I asked Virgin Media if I could extend my disconnection date to 9th May 2025, just 10 days later than the current schedule. Their response? A flat NO. Worse still, they threatened that if I delay the disconnection, the credit covering the wrongful £1,461 fee would be reversed! I’m honestly at a loss for words. That charge should never have been applied in the first place, and it feels unjust to be penalised again over such a small and reasonable request. I’m deeply disappointed and frustrated with how Virgin Media has handled this. If anyone out there has faced a similar situation, I would genuinely appreciate any advice on how to extend the disconnection date by just 10 days without losing the credit that was rightly applied to my account. Thank you.One touch switch vs 30 day notice - do they interfere?
Switching to vodafone. The agent at vodafone said to cancel the 30 day notice first before switching. But the VM agent said it's fine to use the one touch switch without having to cancel the 30 day notice. I recall reading this could interfere but considering vodafone and virgin media use separate infrastructure it should be fine. Quite confusing, any advice on this?£1000 early disconnection charge - despite notifying VM of switch during cooling off period!
Hi. Hoping someone can help or steer me in the right direction - as ive been going around in circles and being passed to multiple people on message service and calls. We decided to leave VM - We were advised by a call handler that becuase we were technically still in contract, to change to a new cheaper contract, then to switch during the cooling off period for this new contract. We thought that was strangely good advice (surprising that VM would advise this) but it made sense. So we changed to a much cheaper contract, and then, through the one touch switch process, notified VM that we wanted to cancel our contract. Virgin sent us an email on 18 October (within our cooling off period), confirming the date of our switch (07 November) and clearly confirming (in bold text) that there would not be a disconnection fee (specifically the email stated there would be a 0.00 disconnection fee. They have have subsequently charged us a disconnection fee of GBP 1023.66!. I can only think their rationale is that despite giving notice to cancel within the cooling off period, the actual switch took place outside the 14 days - however we absolutely notified them that we wanted to cancel during the cooling off period - as the email clearly confirmed. If they had told us about the disconnection charge (rather than telling us there wouldnt have been one!) we would of course have been in touch with them and it may have prompted us to change our mind. But they didnt. Trying to explain this to the call centre team is impossible - they dont understand what I'm saying, tell me the email was automated and incorrect (!), then transfer me and the whole discussion starts again (hours wasted on multiple days). And the message service is similar (today 2.5 hours, 5 different people, similar yesterday). Now it seems the account has been closed which means I cannot access lots of the information online. To raise a dispute, I need to write to VM, and it will take 8 weeks before the Ombudsman will get involved unless VM confirm we're deadlocked - and of course VM want to be paid by Direct Debit which is due in a week (and I cannot afford to pay them 1000 - especially for something which I am strongly disputing). It seems crazy that I need to send VM a letter to complain, and that there is apparently no one via the customer services team who is able to receive and review an email which so clearly states there would be no early disconnection charge. If anyone can offer any advice or assistance I'd be so grateful.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 thanksDisconnected 2 Weeks Early!!!
I organised a disconnection from Virgin for 1st September 2024. This was clearly understand as I had an email from Virgin confirming this. However on 14th August 2024 I was disconnected early. This is a massive issue as myself and my partner work from home as well as needing WIFI for general personal life especially as we are in the process of moving to Australia. After being stuck on the phone for ages I finally got through to someone who told me this was disconnected due to a "technical error" which looking at the amount of people this is happening to I do not buy. We were told we would have to wait 24-48 hours to get back online. Well we waited over 24 hours and thought we would check on the status and have now been told on whats app that our reconnection was rejected! What is going on! We need to get back online asap. This is ridiculous and taking our money for no service. Not to mention some of the worst customer support possible. Please can someone help us get back online.Section 21 - disconnection fee
We have been issued an unexpected Section 21 from our long term landlord, due to lack of available rental properties and limited finances, we are due to be made homeless in early August, with two children in tow. Council have advised emergency accomodation will be hostel/hotel so we are temporarily moving back in with relatives. They already have Virgin and so we cannot transfer our services. They also do not want to terminate their contract as we do not plan on living there indefinitely. We are being told we will have to pay the remaining sum of contract to disconnect - we don’t have this money upfront and this seems unbelievably insensitive and cruel given we have the stress of being made homeless with two young children. can anyone please help with this?Disconnection nightmare…
I have just had the most hideous experience with Virgin. We have reached the end of our contract (unknowingly - I thought providers were meant to contact us these days) so the price bumped up by 30%. I called VM to discuss and they offered me new deals which I sadly couldn’t afford. I asked to be passed to the disconnection team but was cut off in the process. I went back to them, went through the whole process again and (again) got disconnected. I then repeated the process and once I finally got through the repeated ‘can I find you a cheaper deal’ process (they couldn’t) they transferred me back to the retention team instead of the disconnection team. My feeling is that the retention team are actively avoiding putting me through to the disconnection team and are (perhaps) incentivised not to do so. I’ve been on the call 90 minutes and still not been connected to the disconnection team and have just been cut off for the 4th time.Disconnected early! Work from home!
I've leaving Virgin Media and I arranged via Chat to have my cut off day be moved from the 1st to the 3rd of May, due to a slightly delay with my new ISP setting things up. I did this April 18th. However, Virgin Media has apparently cut me off anyway, despite telling me I would have internet until the 3rd. This is incredibly disruptive, as I work from home, and my new internet doesn't arrive until the afternoon of the 2nd.Contract Renewal
So I spoke to Virgin regarding my broadband and TV package a few weeks ago who offered me a deal to renew which at the time I was a little more than I was currently paying and in the current climate, said I wasn’t happy with it so I will check deals elsewhere. However I have now called back to check what options there are for renewal and told that the best option is nearly £30 more expensive and a lesser package and the best option is to wait for the disconnection team to call me back? how is this any kind of customer service, I’ve been with Virgin nearly 8 years and I’m shocked at how disinterested the team are!!Message for Rachel Barrass Customer Services Director
This is a message to Rachel Barrass Today received a letter for notice of default. I have been trying to sort this matter out with you and talked to Alex Power and emailed him ( also followed up on 20th Nov, 6th Dec and 11th Dec) and 2 other representatives. All of them said they would call back. The called have not been easy as its taken a long time to get through a person. I migrated to BT in July. I received an email from you see below, which is very misleading (one of your reprehensive agreed). The email as far as i am concerned confirmed that you know about the migration. Despite that, you took money from my account which for three months. The cancelled the DD you then started demanding payment. As i said you started demanding money despite not resolving the matter. I will not call you anymore as i spend far too long in holding and being passed on from one person to another and hope that message on this board will speed up response Please put all actions on hold until you deal with this. I am also writing to Ombudsman Hi Dhanji, We understand that your Virgin Media services or equipment has recently changed. At Virgin Media, we want to give you great customer service and value your feedback, so we can make improvements wherever we can.
