We had an incredible disappointment with this company. My husband and I had the internet. Few months before the whole world became upside down our landlord asked us to move, as he was planning to sell the building soon. So, a few days before the complete block down my husband and I decided to move. We started to ask all our suppliers to change our address and services for the new house. When we called Virgin at no point during the call a fine was mentioned, even this situation is not our fault/choice. They just said: "We will have to cancel with you because we don't cover this area". Right, fair enough. When we rented the new home, how can we even imagine that they wouldn't cover the area at our new address? So, after almost 3 years being their customer, we received a big penalty £200 something. When we saw the bill, we thought, of course, it's something wrong, as we moved from Carlisle to Oldham a few years ago and EE couldn't offer the same plan, so they cancelled very gently saying sorry to lose us. Anyway, my husband called Virgin and again, unbelievable how rude a customer service can be. He explained the situation, we are living a horror film and we couldn't believe in this penalty, tell me? What could we do about it? Don't move? because of our internet plan? It’s so unfair, if customer service at the very first moment had explained the penalty, we might have a chance to talk about it. Now we are in the middle of the pandemic, with a £ 200 bill and thank you very much for the horrible service. I don't recommend you to anyone! You are insensitive when applying your fines. They should at least consider that they speak to humans! Who go through several different situations. I didn't move home because I wanted to during a pandemic, I had to! It's a shame! NEVERMORE I'll have anything with the Virgin Media.