topic Re: Refund in Broadband & Landline

Refund

Keron308 — Wed, 05 Aug 2026 16:59:36 GMT

I am writing to request a refund for the cancellation charges I have had to pay following my switch from Virgin Media to EE.

When I signed up with EE, I was informed that the switching process would be handled automatically. I was told that EE would contact Virgin Media on my behalf and that my Virgin Media service would be cancelled without me needing to do anything.

However, I have since been charged £55.40 and £48.10 by Virgin Media in connection with the cancellation of my service. As I understood that the switch would be managed automatically, I did not expect to incur these charges.

I would therefore like to request a refund for these cancellation costs. I would appreciate it if you could investigate this matter and let me know the next steps.

Thank you for your time and assistance. I look forward to your response.

Kind Regards

Kiran

[Mod edit: removed personal details]

Re: Refund

Northerner — Wed, 05 Aug 2026 17:56:17 GMT

Hi @Keron308

Please read the below link:

https://ee.co.uk/help/broadband/getting-started/early-cancellation-credit

Thanks

Re: Refund

XRaySpeX — Wed, 05 Aug 2026 18:47:14 GMT

@Keron308 : The actual switch of your BB & landline, if applicable, from VM to EE is handled entirely by EE as the Gaining provider. However the payment for any early cancellation charges are not considered as part of the switch but rather as your obligation under your contract with VM.

You pay the full final bill of your old ISP incl. any early exit fees & EE will credit up to £300 of those exit fees to your EE a/c as credit towards your next bills upon sight of that bill. It is fully described in Switch Broadband to EE and we'll pay your leaving fee.