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Virgin Media ends unfair fees for home movers

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Virgin Media has ended its practice of charging customers an early disconnection fee when they move to a property not connected to its broadband network.

Previously, customers moving to a property not supplied by Virgin Media were forced to pay an early disconnection fee – up to £240 – to end their contract early.

But from today, the charge will be waived for customers who aren’t able to take up a contract in the new property.

Virgin Media said customers will need to provide proof of their new address, such as mortgage or rental agreements, utility bills, bank statements or a driving licence.

Virgin Media O2 launched in June 2021 as part of a £31bn merger. It now has 47 million UK customers across broadband, mobile, TV and landline and covers 53% of UK homes.

Thousands of customers have been charged in the past year but Virgin Media O2 confirms they won’t receive a refund of the early disconnection fees.

It said the change in policy is to support home movers who already face a sharp increase in the cost of moving home after the stamp duty holiday ended last year. It’s also based on customer feedback.

Jeff Dodds, chief operating officer at Virgin Media O2, said: “We’re committed to putting customers at the heart of what we do and regularly review our policies and processes to give our customers the best service at the best possible price. We know moving home can be a stressful time, so we’re giving our customers one less thing to worry about.

“We’re also continuing to invest heavily in the UK to expand our footprint, meaning more of our customers will be able to take their services with them when they move home, enjoying speeds that are four times faster than national average.”

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