Help with leaving virgin media

kazzybabes

Hi! Does anyone have experience in how the final billing works with Virgin media? We cancelled on 23rd Oct and were informed that we would be disconnected on 22nd Nov which I can’t check actually did happen but when i log in online it says no longer a customer so I assume it is okay. We had a bill issued 23rd Oct with direct debit coming out on 11th Nov. I have now received another bill date 22nd Nov to come out of my account 9th Dec for the full amount. Is this correct? Do I need to pay this one or should I cancel direct debit? Switchover is a nightmare having to pay two subscriptions at the same time Thanks so much for any advice I just find it confusing!

Neil_Jones

You need to check when you are disconnected, its normally 30 days from when you cancel, and then check that it has happened.

What normally happens during a provider switchover is you usually end up temporarily paying two bills - the old provider and the new provider. The old provider bills you 30 days in advance even if you are leaving the day after - and then when your final bill is generated you get a refund for the remaining days.

This is how it has always worked. Your 22nd Nov bill may have been generated a day or two in advance as you were still a customer at the time.

AndyPK

cancelling DD can cause problems, however if it's going to mean other bills will be unpaid, and you have already paid an extra month then maybe worth doing.

virgin will send a refund by cheque.
takes about 6 weeks ?

REStagg

I too am thinking of leaving Virgin Media.
I have questions regarding the legality of Virgin Media charging me disconnection costs because I wish to leave early in the contract. I have been a VM customer for many years but they want to charge me £120 to leave early (£40 for each item, being TV, Broadband & Landline). I spoke to a Customer Service operative and he was quite rude, even belligerent, when I said that the reason for my leaving was the 7.2% price increase.

Below is a quote from the Guardian in answer to another VM customer's problem much the same as mine:
____________________________________________________________________
Under rules set by the telecoms regulator Ofcom, customers can cancel their contract without penalty with 30 days’ notice if price rises cause “material detriment”. This is generally interpreted as price hikes exceeding the Retail Price Index, which is around 3%. Virgin’s latest increases, the second in 12 months, come into effect in September and October and increase bills of some customers by 11%.

Last November the company was fined £7m by Ofcom for its extortionate termination fees. It was found to have overcharged almost 82,000 of those who ended their contracts early by nearly £2.8m.

The impasse in which you find yourself was finally broken by a call to the press office which confirmed that the 30-day notice period should have applied and that you are not liable for a termination charge.
__________________________________________________________________
VM increased their costs on my account on 25th Sept this year, I was away from the 27th Sept returning home on the 31st Oct. therefore I wasn't aware of the price increases.

What is the time limit for this type of occurrence, is it too late for me to use this reasoning?

[Deleted User]

REStagg wrote: »

I too am thinking of leaving Virgin Media.
I have questions regarding the legality of Virgin Media charging me disconnection costs because I wish to leave early in the contract. I have been a VM customer for many years but they want to charge me £120 to leave early (£40 for each item, being TV, Broadband & Landline). I spoke to a Customer Service operative and he was quite rude, even belligerent, when I said that the reason for my leaving was the 7.2% price increase.

Below is a quote from the Guardian in answer to another VM customer's problem much the same as mine:
____________________________________________________________________
Under rules set by the telecoms regulator Ofcom, customers can cancel their contract without penalty with 30 days’ notice if price rises cause “material detriment”. This is generally interpreted as price hikes exceeding the Retail Price Index, which is around 3%. Virgin’s latest increases, the second in 12 months, come into effect in September and October and increase bills of some customers by 11%.

Last November the company was fined £7m by Ofcom for its extortionate termination fees. It was found to have overcharged almost 82,000 of those who ended their contracts early by nearly £2.8m.

The impasse in which you find yourself was finally broken by a call to the press office which confirmed that the 30-day notice period should have applied and that you are not liable for a termination charge.
__________________________________________________________________
VM increased their costs on my account on 25th Sept this year, I was away from the 27th Sept returning home on the 31st Oct. therefore I wasn't aware of the price increases.

What is the time limit for this type of occurrence, is it too late for me to use this reasoning?

They would have advised you well before the 25th of Sept of the price rise, the time to act was before it went up, not after. Being away after the price went up is either here nor there.

kazzybabes

AndyPK wrote: »

cancelling DD can cause problems, however if it's going to mean other bills will be unpaid, and you have already paid an extra month then maybe worth doing.

virgin will send a refund by cheque.
takes about 6 weeks ?

Thanks! I suppose the bill was issued on the last day of being a customer. It won’t mean bills will go unpaid but an extra £88 before Christmas is a lot lol! Does it affect credit score if cancel direct debit? I would be afraid of extra charges, maybe i should just pay it and hope they are reliable in sending the refund.

AndyPK

Maybe someone else can help with that.
As I say cancelling DD is best avoided.


£88 is alot, and unlikely to get it before xmas

kazzybabes

Thanks Andy! I called them and they assured me that the account is sitting at £0 and they will not be lifting money out as account is already settled. Just hope she is right lol!