Virgin Media mis-sold services and cancellation Fee

sabotage3d

Hi,
I have been using Virgin Media services from 2019 in my property. Every year I have been renewing for 12 months contract lengths. Last year they called me and I renewed again, but this time they have increased the length to 18 months without any notice. I haven't received any contact or notification of this change. 
I am now moving abroad and they ask for cancellation fee. A had reply from their Twitter account: "If you are moving outside of the UK you may not be eligible for early disconnection fees."
What are my options now? According to their new policy from June there shouldn't be any fees if they cannot provide the services at your new address.

elsien

I’d be very surprised if neither during the phone call or in the follow up email setting out the new contract  there was no mention of 18 months. Their call scripts are usually clear on that. 

With regards to service at the new address:

1. If you move to an address within our service area, we cannot guarantee to provide you with the services at your new address, for example you may move to an area that where there is not sufficient capacity on our network. If this happens and we are unable to provide services to you, or if what we can provide is not equivalent to the service we have provided to you at your previous address, then you can cancel your services and you will not need to pay an early disconnection fee.

I think it unlikely that abroad is within their service area so the cancelation fee is due. 

flaneurs_lobster

Pedant alert: "...if neither during the phone call nor in the follow up...."

Can't comment on the 12/18 month renewal disagreement but it shouldn't matter because it seems VMO2 have ended fees for people moving "off net".

https://news.virginmediao2.co.uk/virgin-media-o2-ends-charges-for-off-net-home-movers/ 

sabotage3d

Their Twitter team confirmed I shouldn't be liable for fees as my address that I move to is outside their service area. The problem is getting the customer service on the phone to acknowledge it.