Virgin Media Deadlock CISAS

skint12390

I have raised a complaint with Virgin Media about an early cancellation fee.

I had been a customer with Virgin Media for a long time, and was on a rolling monthly contract with them. Apparently, that contract had turned into a yearly contract in May 2019, although I was unaware. I asked for a recording of the phone call, to which I was ignored. Anyway, I wanted to take my services with me to my new home which I moved into early June. I moved home as a social housing customer due to medical reasons. I called Virgin Media to explain about my house move and how I would like to take my services with me, for them to tell me that they do not provide the services in the new area, so I would be charged a £240 cancellation fee. I argued the fact that 1. I was unaware I was even in a contract and 2. It was not my fault that they couldn't provide their services to me in the new area.

Despite all of this, they are adamant I owe them £240 for an early cancellation fee.

I now have to make a complaint through CISAS and don't really know how to approach the complaint. My medical condition revolves around mental health difficulties, and this has been explained to Virgin Media, alongside my financial hardship.

Anyone had anything similar, or have any advice?

Neil_Jones

Yeah its documented on here many times over that moving house within a minimum period does include a cancellation fee, especially if where you're moving to Virgin is not provided.

So did your monthly fee drop in price after May? If it did it usually means you did agree to a new contract at the time. What does your bill say?