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Leaving Virgin Media - they've changed my leave date!
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simon_293
Posts: 2 Newbie

Hi,
I was on an 18-month contract for phone and broadband. Starting in Jan 2021 and ending on 13th July 2022.
I signed up for BT broadband and phone at the end of May 2022, with the new service to be installed on 11th July 2022.
2 days later I got an e-mail telling me that my contract had changed with Virgin Media. The phone had been removed and the broadband price had gone up. I assume that BT had already made the request to claim my phone number and get it ported to their network.
12th June 2022
I contacted Virgin Media to give them my 30 days notice so that my contract would end at the end of my 18-month contract. I was told that I would get an e-mail to confirm this.
I phoned up a week or so later and was advised that the e-mail confirmation would be closer to the time but the lady could see that it was set to be disconnected on the 12th of July.
11th July 2022
BT installed their broadband and ported my phone number over from Virgin Media to BT Network. Everything is working fine.
15th July 2022
I checked and I still have access to Virgin Broadband as well as BT Broadband.
15th July 2022
I contacted Virgin Media to ask why it was still connected.
I was advised that the phone line was ported on the 12th of June (I assume ready to be claimed by BT) but the Broadband wasn't cancelled until the 19th of June - so my contact WILL NOT END until the 19th of July. Why would I phone on 2 different days to cancel 2 parts of the same package???
I said I wasn't happy with this response and needed it to be cancelled as of this week, 13th July, when my initial contract had ended as I had followed their T's and C's and given the appropriate 30 days notice.
After the customer service person had been to speak to her supervisor, she apologised but unfortunately, that date of the 19th July couldn't be changed and that they would issue a formal warning to the adviser who hadn't actioned them at the correct date.
~~~
What should my next course of action be as I won't be paying for the service beyond the 13th of July just because one of their advisors screwed up and they won't now correct that error?
Not only do they think I should pay for their mistake but I'm taking a double hit because the price increases after the 18-month special offer period!
Any help would be appreciated.
Thanks.
Simon
0
Comments
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type everything out in a very simple time line stating what you did, what date, time, who you talked to on what number.
Email that to them headed COMPLAINT. Explain simply that you made it clear you were leaving and their error will cost you money and they need to rectify that.
Don't blame or be emotional, informative, polite, firm.
If they don't respond positively then take the complaint to the ombudsperson.I’m a Forum Ambassador and I support the Forum Team on Debt Free Wannabe, Old Style Money Saving and Pensions boards. If you need any help on these boards, do let me know. Please note that Ambassadors are not moderators. Any posts you spot in breach of the Forum Rules should be reported via the report button, or by emailing forumteam@moneysavingexpert.com. All views are my own and not the official line of MoneySavingExpert.
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"Never retract, never explain, never apologise; get things done and let them howl.” Nellie McClung
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Thanks Brie.0
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Let us know how you get on. I hope it all gets sorted ASAP.Save £12k in 2019 #154 - £14,826.60/£12kSave £12k in 2020 #128 - £4,155.62/£10k0
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