Disconnection from Virgin Media

smal1958

(do not live in a cable/fibre optic area)
New to this forum, but would like to know if this is normal.
We had an 18 month contract with Virgin Media for phone and broadband services, which effectively ended in July 2011, we were paying £45.00 for the privilege, we decided to look around and discovered that Sky would give us a better deal with TV included.
I informed Virgin Media by phone and letter that we wanted our services ended and the last direct debit payment would come out on the 3rd Nov 2011 and our services would be cut off on the 8th Nov 2011, which they were, we were also told by Sky that we needed to get a MAC code from Virgin Media, so I rang Virgin Media and they sent me a code via email to me, which I passed onto Sky.
I was aware that there may still be a charge for the services between the 3rd & 8th Nov but wasn't sure. I also sent Virgin Media a letter that had been advised on these forums to do regarding our cancellation with them, which I kept a copy.
Today is the 18th November 2011 and I received a letter today from Virgin Media dated 15 November 2011, which thanks me for the letter to cancel the account, but also informing me that there is to be a disconnect charge of £24.00 and this fee is to cover the cease charge that they are required to pay to their wholesale service providers and associated admin costs. I am a bit confused that I have to pay a disconnection charge, when I have been a customer of theirs and stayed with them for the full term of my contract, I understand that you have to pay a disconnection charge if you leave your contract before the end.
The letter also informs me that I didn't need a MAC to go over to Sky, yet when I rang Virgin for one, they never informed me of this and sent them to me anyway and told me that the Migration code will last for 30 days and will then expire, the letter informs me because I requested a MAC on the 24th October 2011, the account does not officially close until the 26th November 2011 in which we have still incurred some more costs of £17.79. Really angry and confused about this and would like some feedback if anybody has any for me.

Buzby

It is true, you are liable for this as a non-cable customer. The fact there is a disconnection charge has nothing to do with how long you have been a subscriber, as this is a facility fee charged by BT Openreach to 'recover' their line and cease billing Virgin for the service.

Whilst this might be unfair if just arbitarily applied, the fact it Virgin DO advise there is a charge on termination, and this is stated in their Terms of Service, and noted in the 'Welcome to Virgin' letter you will have recieved when you signed up.

It is not a penalty, fine or device to pay you back for leaving, as you would be required to pay this fee on termination and there is no way anyone on the virgin National (non-cable) service can avoid this.

If BT recovered their line at no cost, but Virgin made a charge, I would agree that is was simply a money making enterprise, but this isn;t the case as BT will charge for this service, and Virgin look to the customer to pay this amount.