£240 termination fee from Virgin Media for elderly parents

MILLIEMOGS

Whilst it's not Virgin's fault the customer is moving, it is not the customer's fault Virgin can't supply their new address. Most providers don't charge if they are unable to supply a new address. A small charge would be acceptable but not hundreds of pounds.

JJ_Egan

But VM do not supply every address and have never claimed to do so .

MSE_Chris

jetcocker said:

My parents have had phone/broadband from Virgin Media for the last 10 years.  Their most recent contract ends in August 2022.  Due to a sudden decline in their health, they have had to sell their house and move to an assisted living property as they are no longer able to live independently.  Virgin Media do not have coverage at their new address so they have changed to a different broadband provider.  They are being charged £240 for early termination of the contract with Virgin Media.  I have spoken to their Customer Service team and disputed this as they have been loyal customers for 10 years and they are being forced to move for reasons beyond their control, but they don't care.  Is there anything else I can do or can complain to? Many thanks.      

Hi Jetcocker,

I'm sorry to hear of your parents sudden decline in health. It's always an extremely stressful time for loved ones that have to manage the bills and the property sale in these circumstances.

It might or might not be helpful to highlight that Virgin was fined £7m back in 2018 for overcharging consumers excessive exit fees, as the charge (in this case £240) was higher than originally quoted in their contract, so do check this £240 matches up to what's in their contract. More info on the fine here:

https://www.ofcom.org.uk/about-ofcom/latest/media/media-releases/2018/ee-virgin-media-fined-overcharging-customers 

The company has also made changes to its procedures and contract terms applicable to home movers. Virgin Media has agreed to:

• make it clearer in contract terms, on its website and in conversations with customers, that Virgin Media’s network does not cover the whole of the UK; and that, if a customer moves home to an area outside of its network, they may be liable to pay an early-exit charge;
• promote 30-day rolling contracts as an alternative option for customers who are aware they may need to move house in the near future; and
• update its training processes and customer service agents’ scripts and materials to ensure that customers who indicate they may need to move home are provided with correct information.

In addition, customers who move house within Virgin Media’s network, and retain its services, will no longer have to sign up to a new minimum-term contract to avoid paying early-exit charges. Instead, they can now continue their existing contract at their new address.

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Whilst Virgin might be above board here, and the exit fee correct, you could always make a plea with the customer service operators and if not successful, try another operator on a different day to see if that helps at all. Even just a reduction in the charge for their continued loyalty could be possible, but sadly, never guaranteed.

I hope this helps you, but feel free to let me know how you get on.

Best wishes,

MSE Chris