Is there a Virgin Media Rep?

forgotmyname

Parents called tonight, They have been called by virgin regarding their broadband bill.

They cancelled the phone, TV and broadband and are now with Sky. Virgin came out and removed the TV box but it seems they left the modem behind. Its sitting in the corner unplugged from PC, Power and the actual cable line.

Virgin claim its still being used. And they failed to terminate their contract.

I have advised them to put the bill into dispute and only make contact via letter as they have been given 2 different billing dates and 2 different ending bills over the phone by virgin support.

Next step?

Mark_In_Hampshire

If the cancellation of all the services was at the same time..

And two of the 3 services were indeed actually cancelled..

Then the customer has a very good case for stating that all three were indeed cancelled together.

As long as that's the case, then I'd put the modem in the shed, email Virgin Media and let them know it's there if they'd like it, work out how much you owe, pay that only, and then back that up with an email inviting them to calculate a correct final bill and if any amount is owing once it has been *calculated correctly* you're quite willing to pay any extra. Then leave the ball in their court.

If on the other hand the broadband was left running because it took a while to get Sky/the line working then maybe this does still need cancelling.