Broadband provider, Virgin Media, has failed to cancel a customer's contract after they moved, resulting in a £574 debt owed to the customer.
In a recent turn of events, a long-standing Virgin Media customer finds themselves in a dispute with the company over a broadband contract cancellation and subsequent refund. The couple, who have been loyal customers for over 25 years, have been attempting to resolve the issue but have had no success.
The couple had an 18-month broadband contract with Virgin Media. However, due to the company not providing broadband service on the Isle of Wight, they should have been able to cancel their contract for free. Despite knowing the rules, Virgin Media did not refund the couple, causing concern and frustration.
The charge for contract termination usually includes the remaining months of the contract and the cost of any equipment provided. In this specific case, the couple should have been charged nothing, but Virgin Media said it would take £545 as a direct debit in March and credit the account in April. Unfortunately, the direct debit was taken, but the refund of £29.34 and the promised credit were not received.
Virgin Media's customer service team apologized for the delay in sending the refund, but the amount of money involved (£545 + £29.34) is significant and causing worry for the couple. The couple feels let down by Virgin Media's handling of their cancellation and non-refund.
Despite the setback, the couple is not giving up. They are taking the recommended steps to resolve the issue:
- Reviewing their broadband contract’s terms regarding service availability and cancellation.
- Contacting Virgin Media customer service explicitly stating the service is unavailable in their area, requesting cancellation without penalty.
- If not resolved, escalating the issue via Virgin Media’s complaints procedure and, if needed, to the relevant regulator (Ofcom) for further action.
- Utilizing the One Touch Switch process when moving to a new provider, so they can manage the cancellation of their existing contract automatically.
These steps are based on general broadband industry rules and guidance from sources such as Selectra and Money Saving Expert, applicable to UK ISPs like Virgin Media. The couple remains hopeful that the refund cheque, which should reach them within the next ten working days, will finally bring a resolution to their long-standing dispute.
[1] Selectra. (2021, March 22). How to cancel your broadband contract without a fee. Retrieved from https://www.selectra.co.uk/broadband/guides/how-to-cancel-broadband-contract-without-fee/
[2] Money Saving Expert. (n.d.). Cancelling your broadband contract. Retrieved from https://www.moneysavingexpert.com/utilities/cancelling-broadband-contract/
[3] Citizens Advice. (2021, May 27). Cancelling your broadband contract. Retrieved from https://www.citizensadvice.org.uk/consumer/complaints-and-scams/reporting-a-problem-with-a-company/cancelling-your-broadband-contract/
[4] Ofcom. (n.d.). Broadband consumer rights. Retrieved from https://www.ofcom.org.uk/consumers-and-businesses/help-and-advice/guides-to-your-rights/broadband-consumer-rights
[5] One Touch Switch. (n.d.). Retrieved from https://www.onetouchswitch.co.uk/
- In light of their current predicament, the couple is evaluating their personal-finance situation carefully, as the unresolved dispute with Virgin Media is causing significant financial stress.
- Aware of their consumer rights and equipped with the advice from industry professionals like Selectra, Money Saving Expert, and Citizens Advice, the couple is taking decisive steps to regain control of their personal-finance, aiming to overcome this dispute with Virgin Media.
