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phil185's avatar
phil185
Tuning in
8 months ago

New contract set up after cancellation

My contract was due to expire today and Virgin wanted to increase the price to over £150, which I was unwilling to pay. I found a deal for Sky for £65 which I took up, this included transferring my phone number from Virgin. I arranged to cancel my Virgin services via online chat on 8th August, meaning the services should cancel within the next couple of days, and I even called to confirm this a few days later as there was nothing showing on My Virgin, and it was confirmed that my services would be cancelled. When Sky was installed a few days ago, my phone number was successfully transferred. However, I have today looked on My Virgin, and can see that a new contract has been created with today's date which is for both TV and Broadband, with a payment of £155.40. I have twice confirmed that I am cancelling all services, so why has this contract been created? Please confirm that my services are cancelled and the payment of £155.40 will not be due as I will not be paying this.

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  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    8 months ago

    Good morning phil185 

    Thanks for posting and welcome back to the community. Sorry for the confusion over the cancellation and that you are leaving us. From what you've said, you've received everything that is valid but it's not a new deal. You are cancelling but Porting your telephone number, so it's a different type of cancellation. This means you've arranged a number Port with your new supplier, this arranges a cancellation of your landline services when the number Ports over to them. 

    However, say your cancellation date of the overall services is the 10th of the month and the Port date is the 1st of the month, this means that between the 1st-10th, you'd pay a different price as your account services wouldn't now include one of the products previously had. Hence the new email about a price but it wouldn't re-contract you.

    I'll send you a PM and we can discuss the specific dates/amounts etc.

    Best wishes.

    • peterke's avatar
      peterke
      Tuning in
      8 months ago

      That's strange.  It is sort of what I expected in my case, and was advised by automated e-mail (separate topic still active about this). But I've since received a bill for the previous amount before porting / package changes. When I queried this, I was told that it was because "we can't cancel some services, it all happens at once"

    • phil185's avatar
      phil185
      Tuning in
      8 months ago

      Thanks John for confirming in private that this is just caused by the port of the phone number and my cancellation is still confirmed to occur tomorrow. It would be helpful if this was all indicated on My Virgin, as it's where I would expect to find such details, but there is nothing on there related to it.

      • phil185's avatar
        phil185
        Tuning in
        8 months ago

        Further to this, I have today checked My Virgin, and it says both broadband and TV are active on my account. It is now beyond 30 days since I requested the cancellation so I should have no active products. If Virgin send me a bill in a few days and expect me to pay £150+ for a product I have been told multiple times has been cancelled I will refuse to pay and complain to not just Ofcom but also the media.