Hi, i’m having the exact same problem, my proof of new address was emailed to the home movers team on the 12th and on a call with VM was told it would take 48 hours for the fee to be waived but it’s been over a week and still no change.
So, I moved house a few weeks ago and due to virgin not being able to offer services in the area that I have moved to, I had to end my contract with virgin and go elsewhere. When I phoned up to notify virgin, they explained to me that they would charge a disconnection fee but this would be waived if I provided proof of residency at my new address. I have sent over the proof of my new address. I have been trying to get this resolved via live chat but I'm getting nowhere, I'm being transferred back and forth from customer services department and every time i call they say they can’t help and that it’s a different department. I submitted proof of my new address on the 12th and was told over the phone that the fee would be waived within 48 hours. It’s been over a week now and i also had no response to the proof email I sent either.
Can i get some help please!