I have been a customer of Virgin Media for a number of years. When I signed up to a new 12-month contract on 12 March, I specifically checked whether there would be any disconnection charges should I purchase a property in a non-cabled area. I was clearly led to believe that there would be no cancellation charge and had this confirmed by staff at a Virgin Media store too.
I went ahead and bought a flat to move into at the end of June, which is not within a cabled area. When I gave notice to cancel my contract I was told I would incur a cancellation fee of £234.27.
I am disappointed by this and feel this is not a satisfactory way to treat a long-standing customer. NC, Edinburgh
Disappointingly, Virgin Media insists that you were told that the early disconnection fees would be applied if you cancelled within the term of the contract and says that its records “do not support” your recall of the conversations.
Given that you were house hunting, we find it hard to believe that you would not have checked this with Virgin Media. Fortunately, it has decided to waive the early disconnection fee “as a gesture of goodwill”.
A spokesperson added: “Virgin Media is investing £3bn to expand its network to cover more UK homes, meaning more people will be able to take their services with them when they move.”
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