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This page documents my ongoing dispute with Virgin Media and the treatment I have received while attempting to resolve it. I believe I have been subjected to unreasonable demands and undue pressure over charges that were applied contrary to the information I was given.
This page will be updated as the situation progresses.
A brief on my complaint/ Issue with Virgin Media 02
Intitally I had 18 happy months with Virgin Media. But issues began when renwel came around.
After finally signing a new contract, I was informed that other suppliers were now available in my area. Due to a very poor experience with Virgin Media in the past, I contacted them to ask about leaving my contract. As I was confident I was still within the cooling-off period, I wanted to confirm that no disconnection or cancellation charges would apply. Below is an excerpt from the response I received.
Information provided by Virgin Media:
“As you are requesting to have all services disconnected, a 30-day notice applies as outlined in your terms and conditions. The disconnection of services will take place on 18/10/25. There is nothing to worry about — any early disconnection fee on the account will be waived as you are within the 14-day cooling-off period.”
Relying on this written confirmation from Virgin Media, I provided the required 30 days’ notice in good faith. I did so on the clear understanding that no early disconnection charges would apply.
Despite this, I was later issued with a bill for £1,250, rather than the expected final bill of approximately £40. This directly contradicts the information I was given and the basis on which I agreed to proceed with the cancellation.
I contacted Virgin Media immediately to dispute the charge. Although the matter was supposedly escalated to their disputes department, my follow-up emails were repeatedly ignored. After more than two months with no meaningful engagement, I was referred to a voluntary dispute resolution service without any attempt by Virgin Media to resolve the issue directly.
I am now being threatened with debt collection action and potential damage to my credit rating. This is extremely concerning, particularly given that the charge itself is in dispute and based on advice provided by Virgin Media themselves.
While £1,200 may be a relatively small amount to a large corporation, it represents a significant financial burden for my family. The handling of this situation has caused considerable stress and anxiety, particularly over the Christmas period.
I have repeatedly been assured that a manager would contact me to resolve this matter, yet no such contact has ever occurred. At this stage, I feel I have exhausted all reasonable avenues to resolve the issue directly. The manner in which this has been handled feels wholly disproportionate and deeply unfair, especially given that I acted entirely in good faith based on the information provided to me.
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