It may be worth having a look on your Virgin account to see if final bill is there, if not already done it. I noticed mine the night before I got an email the next day to inform me of it. I'd check back tomorrow to, if not there. I really hope it gets resolved.
Virgin Media Discussion Thread
- Thread starter macca40
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The way the billing system works is literally without foresight, it will continue to bill you as normal until the day of disconnection, 14 days after your disconnection a final bill is generated, only then will any refund be processed and literally every person who disconnects should have that explained to them. In terms of the refund owed, until the DD rejects on the system the payment is added as a credit, so if that figure includes your latest payment, thats not what you will be getting back.
I told them I could see a normal bill on that page when I called them. They said that isn't the right one and will be replaced with the correct final bill by the end of the day.
My final day was supposed to be over a month ago now based on one touch switch moving me to IDNet.
I was told the previous post-cancellation payment would be partially refunded, but they still failed to deal with the cancellation correctly. They advised, when I called to question that payment, that there had been an issue with the one touch switch and they would resolve it by backdating my cancellation.
They've now tried billing me into April, despite multiple phone calls and confirmations from them that no further payments would be taken from my account and in fact that I would receive a refund on 17th March.
I get what you are saying, but I can only go by what Virgin have said to me directly on the phone.
Associate
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It's no surprise they are the worst major broadband provider for customer service.
Virgin Media named worst major broadband provider for customer service - Which? News
Our research shows it's trailing behind other providers – we’re calling for urgent improvementwww.which.co.uk
No wonder, I spent 30 mins on the phone in the afternoon cancelling my services and they repeatedly tried to get me to accept a worse deal over the phone than what I've already been offered through the contract renewal emails/texts they've been sending me over the past ~2 weeks.
So, after another couple of phone calls, it has finally been resolved today. I will be getting a refund of £153, though I will likely have to wait for a cheque to come through (getting confirmation of that part tomorrow). Over the last 2 days they initially credited back just the March-April bill (that I had blocked the DD payment for) expecting a reduced payment of £12 from me, but after another phone call today that has been corrected to backdate my cancellation correctly.
Note: They did clarify that IDNet should be responsible for a portion of the refund due to the One Touch Switch failure apparently being caused by them, but as I'd been messed around so much by different people on VM's side for over a month the manager authorised the full refund from them as a gesture of goodwill. I only found this part out right at the end of the call today.
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Soldato
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Yeah we got a cheque recently for what we were owed.
That is astronomically high. How does the bill even get so large
They added a bunch of stuff I have no recollection of and now they wont remove them to bring the bill down ( cinema Sports etc, none of which I use) I did get the 1gig line offer but still should be nowhere near that.
Odd, when did they add them? Premium channels are usually only on a 30-day rolling contract, they should be able to remove them at any point after the initial 30 days, even if they were part of a bundle, you can still downgrade to the lowest service level if you wish.
End of last year, it was an account under my fathers name, but he is moving to a nursing home. So getting access to all his stuff it seems VM are just taking the urine.
Even better got an email showing my cancellation fee would be £1042.62...*****.
Laughs and NOW i get the texts about please don't move and phone us lol. Is it worth talking to them?
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OK, so it's not your account, but again, that doesn't make sense. Contract fees are for the minimum level of service for each contracted service, also if he is moving to a location where they can't provide the service (nursing homes were a hard 'no' in all franchises as they didn't service 'bedsits' etc. or anything without an individual entry on the RM database), then all he needs to do is provide paperwork showing that, and the fee will be waived. In terms of you accessing his stuff, no company is cancelling a product in someone else's name without either the account holder authorising you to do so, or legal paperwork showing you have the authority to do so such as Power of Attorney, a living will or a death certificate. Send them a copy of the paperwork via email, pay the 30 days notice period, and the rest disappears.
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Yep did all that, in the contract apparently its still a cause of you have to pay the fee, well according to them and other online forums that have tired to get it cancelled etc.
If you've provided them with proof he is moving to a non-serviceable area via email, it'll generally take 2-5 working days for them to process and action that, then the charge will be removed from the bill. The only way you'd need to pay it is if you gave them zero notice and wanted it disconnected straight away and didn't send anything for at least a week after moving (bills generate 14 days after disconnection).
Havnt read or seen anywhere it says that to be honest. Was stated even in the event of death the final bill has to be settled.
Have you considered looking at the T&C's? It's literally the only place I would be looking if I were you: https://prod.ctassets.virginmedia.c...023_as_amended_21_July_2023_v2_11ec03ff26.pdf specifically page 3 subsection two, point one.
The dead estate point is also incorrect, dead people don't pay bills, they generally aren't taken to court or harassed by debt collectors, they also don't care about what is reported on a credit file and debt can't be inherited or transferred to a 3rd party unless that party was a signatory to the debt eg a joint loan etc. The estate has an obligation to settle the debt, but that's not always possible, and generally it's written off in VM's case.
Soldato
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Moses sandals......
I tried to read over it but it was a lot between that and finding my dad a nursing home, it wasnt exactly top top top priority. I only realised about a week ago.
At that stage I'd be cancelling the contract and following through. They are bound to fight for a customer who has a fully loaded package